Zipp FAQs

Getting Started

How do I begin my ride?

Download the Zipp Mobility app from the App Store or GooglePlay Store. Create an account. Add your payment method details. You’re ready to go!

Is there anything I need to do before my ride?

We perform regular maintenance checks on our scooters. Before you ride, please make sure to do a safety check! Make sure the brakes are working, the tires are undamaged and the lights work.

How do I park my eScooter?

Zipp Mobility eScooters must be parked in allocated parking bays. These are marked as blue shapes in the Zipp Mobility app.

Can I use my phone during the ride?

No, you are never allowed to use your phone during the ride.

Terms of Use

What are the operating hours?

Our scooters are operational from 6:30am to 10:30pm

What is the age limit?

You must be over the age of 16 and have a valid driver’s licence (learner / provisional license accepted).

What is the weight limit?

99kg or 200 pounds.

Am I insured when I ride Zipp?

Our eScooters are insured by Zego. When riding a Zipp Mobility eScooter you are covered under Rider Liability Insurance. This is for protection against damages to third parties. You are covered up to £1 million for material damages and unlimited for bodily injury to a third party.

Can one user rent more than one scooter through the same Zipp Mobility account?

Right now, there is no such option. Every user needs to have their own registered profile in order to unlock an eScooter.

Safety

Do I need a Driver’s license?

You must have a valid driver’s licence (learner / provisional license accepted).

Do I need to wear a Helmet?

You are not legally required to wear a helmet but we strongly recommend it.

How do I ride?

Kick off with one foot and press the accelerator.

How do I park?

Park in designated parking bays, marked in blue in the app. Step off the scooter and click ‘end ride’ in the app.

Sustainability

How environmentally friendly is Zipp?

We are passionate about the environment and as such sustainability plays a key role in our business model. Zipp Mobility uses electric vans to redistribute scooters and swap depleted batteries. We use electric vans to minimise our carbon footprint and ensure we offer a sustainable mobility solution.

Problems – Vehicle Hardware

Can’t unlock - Check the following:

  • Is the scooter on the Rider Map?
  • Does the scooter have more than 20% battery?
  • Have you turned on Bluetooth and 4G?
  • Do you have the latest version of the Zipp app and phone software?
  • Is there enough money on your card?
  • Close and restart the app.

If none of the above, please contact Customer Support.

No Parking Zone

  • Scooters have to be parked in the blue shapes within the operational zone as shown on the map in the Zipp Mobility app.
  • If you try to park in “No Parking Zone”, you’ll get a message asking you to bring the scooter back. Rides cannot be ended unless scooters are parked in the blue parking bays.
  • If you’re having problems, don’t worry! Tell us the scooter ID (4 digits on the handlebar) and give us a brief description of what happened.

I damaged a scooter

Contact support and tell us what happened. Your safety is our number one priority, and we want all scooters and riders to be in excellent condition.

I found a damaged scooter

Contact support and tell us the QR code. Your safety is our number one priority, and we want all scooters and riders to be in excellent condition.

Scooter shut down during ride

If a scooter slowed down and stopped during the ride, it’s most likely because it ran out of battery. Our best advice for you here is to check the battery level before you start a long ride (planning is always a good solution!).
Information about the battery level of a scooter is displayed directly in the app. You can check it easily by tapping on a scooter icon on the map.

So, if a scooter has less than 30% and you’re planning a long Zipp, try looking for another one.

Problems – Software

Can’t end ride

Sometimes, the scooter won’t connect when you’re trying to end a ride. In most cases, the reason for the problem lays in connection issues or bad reception/signal.
To make it work, it’s usually enough to:

  • Make sure that you’re standing right next to the scooter;
  • Reboot the app; Make sure that your app is updated (yes, sometimes it’s the cause of problems with ending a ride!).

If none of these hacks work, contact our support. We’ll end the ride for you!

Phone ran out of battery

Please, ensure you have enough battery before you start the ride! If you ran out of battery while riding a Zipp, the scooter will be considered abandoned and you may be charged a fee.

Please, contact support for further information.

Can’t find the scooter shown on map

Our scooters should always be available when shown on the map. However, sometimes scooters hide some 5-10 meters from the map location. If you really can’t find it, please mark it as missing in the app.

Payments

Unlock fee

There is a fixed unlock fee of £1 plus a variable cost per minute. The cost of riding a Zipp may vary from city to city and may depend on the time of day. Check out your local fleet on the app for further cost information.

How to pay

Paying for your Zipp is simple. After registering for our app, you can add a payment method to your account. To do that, open your profile in the app, click on the payment method and chose the option that fits the best. You can choose from Mastercard, Visa or American Express.

Charged incorrectly?

Don’t worry, we’ll take care of it. Our customer support team is here to help you! Just send us a message with the email registered to your Zipp account, containing the scooter ID and detailing the exact issue you are experiencing via our contact form.

Receipts

You can access the receipts for your Zipp rides directly via the app!

Refunds

If you have contacted Support and are due to receive a refund, please allow 5 to 10 business days for the money to be back to your account, depending on your specific bank.

Card details

If you have any issues putting your card details via our app, please get in touch with Customer Support. You can send us an in-app help request or email us at: info@zippmobility.com

Reporting

Please see our Safety section for guidelines on how to ride our scooters. If you see a user breaking our rules, please contact Zipp Support via the app or email info@zippmobility.com

Why is my scooter beeping?

Your scooter may be beeping because it is outside our geo-fenced area or approaching the perimeter of the geo-fenced area.

If you find a scooter that is making noise, please contact our support immediately and provide them with an exact address and, if possible, the 4-digit QR code located on the handlebars.

In addition to this, you can also take pictures or screenshots of the location if needed. This way, we can locate it and have someone pick it up.

Vandalised

If you see a scooter which has been vandalised, please contact our support immediately and provide them with an exact address and, if possible, the 4-digit QR code located on the handlebars.

In addition to this, you can also take pictures or screenshots of the location if needed. This way, we can locate it, remove the vandalism and return it to our fleet straight away.

Illegal parking

If you see a scooter which has been illegally parked, please contact our support immediately and provide them with an exact address and, if possible, the 4-digit QR code located on the handlebars.

In addition to this, you can also take pictures or screenshots of the location if needed. This way, we can locate it and have someone move it as quickly as possible.

Suggestions / Feedback

If you have any suggestions or feedback on any aspect of our service, we would love to hear from you. Support is available to you anytime. Getting in touch with us is easy!
  • Send us an in-app help request;
  • Fill the form available on the Website Support Page;
  • Email us at: info@zippmobility.com
  • Zipp Support will get back to you within 24 hours.

Zipp Mobility

Nova UCD,
Belfield Innovation Park,
Clonskeagh,
Dún Laoghaire-Rathdown,
Ireland

Get in Touch

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