Frequently Asked Questions

Before you Start

How to Ride

  • How do I start the e-bike?
    1. Once you have scanned the QR code, please proceed by unlocking the bike with the code displayed in the app, and stowing away the lock.
    2. Please secure your belongings in the basket or on your person.
    3. Mount the bike safely, and don’t forget your helmet.
    4. Happy Riding!
  • Where can I ride?

    You may ride the e-bikes inside the service area. This is indicated by the colour green on the map in the app.

  • What are Restricted Zones?

    These are areas where the use of e-bikes are not allowed. This is indicated by the colour red on the map in the app.

  • How do I park the e-bike? 
    1. Locate a designated parking bay in the app. These are designated Ottr bike racks outlined with signage.
    2. Step off the e-bike and secure your bike to the rack with the lock.
    3. Click ‘end ride’ in the app.
    4. Upload a photo of your parked e-bike to the app. 
    5. And you are done!
  • Do I have to use the lock?

    Yes, this is a condition of your rental, you’ll receive a prompt via the App when you are attemping to end the ride. Use it when you are using the Pause Function, when you stop cycling but want to keep the bike rented, for a break, going into a shop, or any other reason.

Problem with my Ride

  • I am not able to end my ride. What do I do?

    Please raise a ticket in the app or email customer help@rideottr.com or with the QR code of the e-bike, using the Ottr App.

  • My e-bike won’t move. What do I do?

    If your e-bike stops working:

    1. Please end your ride.
    2. Raise a ticket in the app or email customer service at help@rideottr.com with the QR code of the e-bike.
    3. Start a ride on a new e-bike. We will refund your ride once the previous ride has been investigated.
  • I have unlocked the e-bike but it won’t move. Why is this?

    There are three reasons why this may happen.

    1. Restricted Zones 
      The e-bike may be in a Restricted Zone. If this is the case the e-bike will be beeping. Please check the app and walk the e-bike out of the Restricted Zone.
    2. Outside the Service Area
      The e-bike may be outside the service area. If this is the case the e-bike will be beeping. Please check the app and walk the e-bike back into the service area.
    3. Hardware Error 
      If the problem persists please raise a ticket in support section of the app and choose another e-bike.
  • I damaged an e-bike. What do I do?

    Contact support through the Support section and tell us what happened.  Your safety is our number one priority, so we want all e-bikes to be in excellent condition at all times.

  • I have been charged the wrong amount. What do I do?

    Please raise a ticket in the Support section of our app and we will refund you.

  • How long does it take my deposit to be refunded?

    We are advised 7-10 days by our payment processor, typically it is a lot faster than this but please wait the full time before contacting us.

  • How do I upload my card details?

    To do this, open your profile in the app, click on Payment Method and chose the best option. You can choose from Mastercard, Visa, American Express or Apple/Google Pay.

Payments

  • How much does the service cost?

    There is a fixed fee of £19.20 for 5 hours use (half day), and £31.20 for 10 hours use (Full day).

  • How do I pay for the service?

    After registering on the Ottr app, you can add a payment method to your account.  To do this, open the Ottr app, click on the Payment method and chose the best option. You can choose from Mastercard, Visa, American Express or Apple/Google Pay.

  • Where is my receipt?

    You can access the receipts for your Ottr rides directly in the app. You will also receive an email with a receipt immediately after your ride.

  • How do I get a refund?

    Please contact Support through the app and we will refund you. If you are having issues processing your refund please contact help@rideottr.com

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