Safety Related Questions
We ask that you exercise caution when requesting a vehicle ride and avoid anything that may impede your ability to safely ride. This may include carrying heavy items or riding in bad weather. Do not operate a vehicle under the influence of drugs or alcohol.
Before riding, check that the brakes and lights are working and perform a Safety Check described in the Terms of Service.
Always wear a helmet while operating a vehicle.
Follow the rules of the road, including all motor-vehicle laws and ordinances in your city.
Do not ride on sidewalks.
Yield to pedestrians.
When preparing for a left turn, stop and dismount as close as practicable to the right-hand curb or right edge of the roadway and complete the turn by crossing the roadway on foot.
Do not carry any other passengers on the vehicle.
Do not carry any packages or other articles that may prevent you from keeping your hands on the handlebars.
How do I report an emergency during my ride?
If you require immediate police or medical attention, please call your local emergency number. Once you have ensured your safety and the safety of all involved parties, and necessary authorities have been contacted, please call the toll-free number 1-844-947-9471 to speak with a Zip representative.
Absolutely! Wearing a helmet is crucial to prevent injuries. Please wear a helmet when riding a Zip vehicle.
You must be 18 years or older to ride a Zip vehicle.
Vehicle Related Questions
You can unlock a Zip vehicle by tapping the Ride button in the Zip app pointing your phone’s camera at the QR code located on the vehicle’s handlebars. You can also unlock a vehicle by entering the vehicle number found on the vehicle’s display into the app.
To end your ride, park the vehicle appropriately and tap Lock. You’ll have the chance to rate your ride, provide feedback, or report any issues to our support team.
For your safety and the safety of others, please ensure that the vehicle is parked upright and in designated areas. When you end your ride, please park near a bike rack or by the curb of sidewalks at all times, outside the main pedestrian pathway. Do not block sidewalks, pathways, or wheelchair ramps. Do not park adjacent to, or within, a transit zone, loading zone, fire hydrants, curb ramps, entryway, or driveway. Improper parking may be met with fines or, if repeatedly done, account suspension.
To report an improperly parked vehicle, please report it through your Zip app or by texting or calling our toll-free number 1-844-947-9471 and be prepared to share the plate number of the vehicle. Thank you for your help in keeping the community a scooter-friendly place.
In the case that the vehicle stops during your ride, please carefully get off of the vehicle and park near a bike rack or by the curb of sidewalks. Please text or call our toll-free number 1-844-947-9471 to report this incident and our team will repair the vehicle as soon as possible. You will also be appropriately compensated for your trip duration.
If you encounter any issues while riding a vehicle that could affect your safety or ability to complete your ride, please stop riding it immediately and report the problem to our customer support team by calling the toll-free number 1-844-947-9471. Our team will repair the vehicle as soon as possible. Please note that you will not be charged for the ride.
Sorry, you can only rent a vehicle for yourself. Each rider will need their own account.
Once you have located a Zip vehicle, unlock the scooter either by scanning the QR code on the handlebards or entering the plate number. If it is dark out and you are having difficult scanning the QR code, you can also press the flashlight icon to turn on your phone’s flashlight while scanning.
Vehicles may be locked if it is under maintenance. Please try to find another vehicle nearby.
If you find a physical lock on a vehicle or the QR code is damaged, please report this issue by texting or calling our toll-free number 1-844-947-9471 on the vehicle and try another vehicle nearby.
Kick-start the ground twice and press the throttle on the right-hand side of the handlebar to accelerate. To ride safely, squeeze the brake located on your left-hand side to slow down when needed. Please be aware of the scooter’s battery level, which is displayed on the handlebar.
Payment Related Questions
When a ride ends, you can tap Ride History from the app menu to review your previous rides and details. You will also receive an automatic receipt sent to the email address attached to your Zip account.
When you begin add funds for the first time to ZIP, you will also pay a $5 security deposit. This helps us protect against fraud from unauthorized card usage and your account. This amount will be on account but is refundable. If you wish to get it refunded please email firstname.lastname@example.org or submit a ticket via the app under billing.
Please note that our payment service provider may collect $10 on temporary hold as an additional authorization and for security measures. This amount will be refunded.
If you see an unfamiliar Zip charge on your account, please read about terms of service. If your question is still not answered, please contact us and we will adjust the charge accordingly after we have investigated your claim. You can contact us by emailing email@example.com or by texting or calling 1-844-947-9471
If your account is still incurring charges:
- Check if you have locked the vehicle. When correctly locked, you will be notified in the app.
- Wait momentarily for the ride to finish processing after locking the vehicle. This additional time will not be added to your total fare.
- Check that your phone has good cellular data and/or Wi-Fi connection.
- Try closing and reopening the app.
- If you are still incurring charges after trying the suggestions above, please contact our toll-free number 1-844-947-9471 and we will refund the charge accordingly after investigating.