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Passionate about solving problems through creative communications.

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Feel free to reach our support team for further assistance.

Support Center

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Feel free to reach our support team for further assistance.

mobilesupport(at)smove.city
+420 910 880 847

Contacts Us

Feel free to reach our support team for further assistance.

+420 910 880 847

Frequently Asked Questions.

Smove.City Support Team 

During your trip, the GPS position reported by your smartphone in the app is inaccurate ? We invite you to follow these steps in order to solve the problem:

  • Open the Google Maps application (or a similar one).

Is the GPS position correct? If so, come back to the app to update your location.

If not:

  • Deactivate your GPS location in your smartphone settings, then reactivate it.

If the problem persists you can restart your smartphone.

 

For Android users:

Be aware that the power saving mode can have negative consequences on the frequency of feedback of location information. You can deactivate this option to ensure the proper functioning of the application.

If the problem persists, do not hesitate to contact us via our Live Chat by clicking on the “❔” icon at the top of the application’s home page

The app indicates that you are near the booked bike but you cannot find it.

  • If you have booked a bike at the station, the parking area should be easily recognisable by the SMOVE.CITY flag placed at the end of the station.

  • If you have booked a free-floating bike, check the surroundings. The bike may be right around the corner or hidden by street furniture.

If you still cannot find your bike, do not hesitate to contact us via our Live Chat by clicking on the “❔” icon at the top of the application home page. We can guide you to another available bike nearby.

Also make sure to let us know by clicking on the “❔” icon at the top of the app home page, then on “Technical Problem” and “Hard to find”. Thanks to your report, we can send a team on the field to look for the bike.

You are in front of a bike but you don’t manage to connect to it.

First make sure that:

  • Bluetooth is activated on your smartphone

  • Mobile data are activated on your smartphone

  • The SMOVE.CITY app has access to your camera (to scan the QR code of the bike)

Once verified, scan the QR code of the bike and wait for a few seconds. If the app runs in loop with a ∞ symbol on the screen indefinitely, please follow these manipulations:

  • close the application

  • deactivate your Bluetooth and your mobile data then reactivate them (you can also restart your phone)

  • relaunch the application and try to connect again

If, despite this manipulation, you still cannot connect to it, or if an error message appears on your screen, do not hesitate to contact us via our Live Chat by clicking on the “❔ “at the top of the app home page

  • When you open your mobile application, the first screen you will see is the map.

 

  • Click on the 3 dots in the top left corner

     

  • To view your past trips, click on “My Trips”

     

  • Now you have overview of your past trips.

In this “My Trips” page you have an overview of:

  • The minutes of your trip ⏱

  • The Carbon grams of your trip ♻️

  • The KM’s 🚲

If you press the map with your two fingers and turn you can turn the map from 2D view to 3D view.

  • If you press the map with your two fingers and turn you can turn the map from 2D view to 3D view.

 

 

Have you spotted a SMOVE.CITY bike parked at an obstructive spot, within a private property or locked with an outside lock? We kindly ask you to report it through the app so we can address it as soon as possible.

  • Click on the “❔” icon located at the top of the app’s homepage

  • Click on “Wrongly parked bike”

  • Fill in the form with the bike number, its location and the problem experienced

  • Attach photos if necessary

  • Click on “SEND”

Places uses our place database to detect when a user visits a place, chain, or category, even if you haven’t set up geofences for those places.

 

We ingest and curate place data from multiple sources, providing you with a comprehensive view of the world.

 

Smove.City generates a place entry event if a user stops at a place matching filters with sufficient confidence, then a place exit event when the user leaves the place with sufficient confidence.

All place events have confidence levels, and places may have one or more categories and a chain.

If a user is at their learned home or office location (users can add favorite locations such as “Home”, “Work” etc. inside the Smove.City mobile app) , Smove.City will not generate a place entry event.

 

All place events have confidence levels. Confidence levels range from 1 (low) to 3 (high). Confidence is a function of the accuracy of the location reported by the device, the footprint of the place, the density of the area, the popularity of the place, and other signals.

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