Submit a request

Critical / SEV

File a ticket for any critical issue that needs immediate resolution. They are for problems that affect a significant number of end users and for which no workaround exists, (for instance, if more than half of your total stations were affected, resulting in rental disruptions for customers).

Here are examples of critical/severe issues:

  1. Widespread infrastructure outage.
  2. Widespread inability to process payments for subscriptions.
  3. Widespread inability to rent bikes.
  4. Severe performance degradation (>30s delay) affecting end-user rentals.
  5. Severe performance degradation (>30s delay) that makes customer service impossible.

If the problem you're encountering does not align with the description provided above, we request you to select a different form.

Configuration Request

File a ticket to request configuration changes. These may include but not limited to - Terms & conditions update, Website changes, Takeovers, Membership extensions, Station sponsors, Usage fee changes, Access request / role changes, ...

Software Issue

File a ticket to report any problem that you are facing with the software such as backend console, mobile application, or any other software issue. This excludes stations, docks or bikes.

Firmware Issue

File a ticket to report any problem that you are having related to stations, docks or bikes.

Fieldwork Issues / Requests

File a ticket to report any issues or request improvements with Fieldwork.

*NEW* Spare Parts & RMA — Submit & Track

One place to raise and track Spare Parts and RMA requests. Five options from a single link:

  • Availability/Price Check — live unit price, stock, lead time, and obsolete part alerts as you build your order
  • Submit PO — attach a purchase order to an existing availability ticket, or raise a new one
  • SO Tracking — check pending and shipped items by PO#, SO#, or across all orders
  • Submit RMA — report broken material or request a return
  • RMA Tracking — see warranty decisions and repair status

Tracking options return results on screen instantly and don't create a ticket. Sign in with the credentials provided to your market.