Help centre

Support, from real rider questions.

Eighteen answers built from the conversations our support team has with riders every day — grouped by the moment in your trip when you'll need them.

Before you ride

How Cargoroo works, what you need to set up, and how to find a bike when you want one.

Starting your ride

Quick fixes for the most common issues when unlocking a bike.

During your ride

Ending your ride

After your ride and support

Support

Our team is one tap away. Use the in-app Help section to log a support ticket, such as reporting a bike maintenance issue. You can also send us an email if you’d prefer to discuss an account issue, or contact us on WhatsApp for the fastest reply.

Email support Back to home

Support, from real rider questions.

Before you ride

How does Cargoroo work?

Do I need a credit card if I already have money in my wallet?

Why can't I find a bike near me?

Starting your ride

I scanned the QR code but the bike won't unlock.

The app shows "Unexpected error" or won't let me start a ride.

During your ride

The bike has no electric assistance or the display won't turn on.

The bike is damaged or feels unsafe during my ride.

Can I pause my ride? What happens when I do?

My ride ended unexpectedly. Why?

Ending your ride

How do I end my ride?

I'm at the parking location but the app says I'm not. What do I do?

My phone died and I couldn't end my ride.

I ended my ride but the lock didn't close.

Why do I have to return the bike to the same parking location?

After your ride and support

I want a refund. When do you offer them?

A child seatbelt, Maxi-Cosi adapter, or other child safety part is broken or missing.

How do I close my account and get my wallet balance refunded?

I have an emergency. How do I get help quickly?

Support