FAQ’s

  • How do I download the app?

    To take a ride on the Zwings Platform, you will need to download the Zwings app on your smart device.

    You can download the Zwings app for free on your smart device by following the link for your respective device below:

    Once you install the app, follow the instructions and Sign Up!

  • Do I need a driving license (YES)

    To rent an electric scooter from any company in the UK, every rider must have a minimum of a provisional driving license which we must validate. This is a legal requirement and has been set by the DfT (https://bit.ly/3n9FtIm) to help promote responsible riding and to encourage people to feel accountable for potentially dangerous scooting.

  • How do I verify my license

    Please have your valid driving license ready to be verified. This is a 1 time check before you start your very first ride. You will need to scan the front and back on the driving license followed by taking a quick selfie. You will then be verified within 60 seconds if the details are valid.

    If you are unable to verify your ID you could send us a selfie and a picture of your driving licence to support@zwings.co.uk and we will verify it manually.

  • How to unlock a Zwings e-scooter?

    In order to unlock an e-scooter to start your ride, simply open the Zwings app and tap on the “Start Ride” button at the bottom of the screen. From here, either scan the QR code using your phone’s camera or manually enter the 6-digit vehicle code located beneath the QR code. e.g. ZWG264

  • Ride won’t start? 

    Please contact us via the app or send us an email to support@zwings.co.uk and give us as much information as you can. Include screenshots if possible!

  • Who is allowed to rent an e-scooter?

    The law states that you must be at least 16 or over and have a provisional or full driving license (including mopeds) to ride an e-scooter in the UK. This is a requirement by the DfT.

  • What are the red and amber coloured zones on the Zwings app?

    These are geo-fenced areas that help to ensure the e-scooters are used correctly within the service areas. If the e-scooter enters the red coloured zone then the scooter will automatically lose all acceleration. If the scooter enters the amber coloured zones then the e-scooter will reduce to 6 mph (Known as Eco-mode). The e-scooter will only return to normal speed once it has left the zone and re-entered the general (green) service area.

  • What is Eco-mode/ How do I exit Eco-mode?

    Our maximum scooter speed is 12mph. We have limited the maximum speed in certain areas because of pedestrian and vehicle traffic. Slow speed zone are marked AMBER on the app.

    The moment that you leave the restricted/slow-speed zone, the scooter will leave Eco-mode and go back to running at a normal speed.

    Occasionally there is a slight GPS lag. This can be due to the signal of your phone. If the scooter remains in Eco-mode outside of the geo-fenced slow-speed zone, you can correct it by double-tapping the middle button.

  • What does a Zwings ride cost?

    We calculate our scooter rides according to the unlock fee and minute rate. In all service areas, the unlock fee is £1 and the minute rate is 15p. Paused rides cost 10p per minute.

  • Is the price is higher than expected?

    Please accept our apologies if this is the case. Sometimes, a ride can cost more than you expect if:

    • You didn’t end the ride in the app on time
    • You finished the ride outside of the parking zone and was charged a fine

    If you are still worried about the price of the ride, please contact us at supply@zwings.co.uk or via the app.

  • Why was I charged a fine?

    You have been charged a fine because:

    • Your ride was ended outside of our parking bays
    • You abandoned the scooter outside of our parking bays
    • You abandoned the scooter outside of our parking bays and we had to force-end it on our end.

    For reference, our parking bays are marked out on the app.

  • I would like to suggest a new parking bay, how can I do that?

    We love rider feedback! If you could pop us an email at community@zwings.co.uk detailing where this new bay should be and why you think it is a great location, our operations team will seek to implement it if it meets all the standards.

  • Are there no Scooters available?

    If there are no available scooters on the map, this may be why:

    • Our scooters are all either in use or have a low battery
    • Scooters are not available because of bad weather conditions (e.g. heavy rains or winds) or you are requesting a ride outside of operating hours. If this is the case, you will see a message when you try to open the scooter map.

    We apologize for any inconvenience but feel free to let us know about a scooter shortage in your city by sending us an email – support@zwings.co.uk

  • Is a scooter near you being Mishandled?

    Please send an email to support@zwings.co.uk or report to us via the app if you see a Zwings scooter being vandalised, ridden by a minor or being used by two or more passengers.

  • Tough time ending your Ride?

    If the ride won’t end, check to make sure that:

    • You are in a parking bay. You will be able to see where you can and can’t park in the app.
    • Your location is turned on on your phone.

    Please contact us via the app or send an email to support@zwings.co.uk If there are any technical problems while ending your ride.

  • Why is my e-scooter beeping and losing power?

    This means that the scooter is likely in a restricted or slow speed zone which is labelled as the red or amber zones on the app’s map. Users are advised to return to a service area (inside of the green perimeter on the map) in order to either continue using the scooter freely or in order to park it.

  • Why can’t I log into the app?

    Double-check your log-in details are correct (eg. no spaces in the email address). If the problem persists, contact the Zwings customer service hotline found on one of the 2 stickers on either side of the scooter.

  • What should I do before starting my ride?

    You should conduct a brief safety check before riding – ensure the brakes and lights are working, and that the tires are undamaged. Zwings will always remove scooters that are not fully functional to conduct a safety assessment before redeploying or replacing them, however, if you happen to come across a scooter that is damaged, please report it through the app and we will resolve the issue as soon as possible. You should also sanitise your hands and the handlebars, when possible, before and after riding the scooter. This helps keep you and other residents safe.

  • How far can a Zwings e-scooter travel on 100% battery?

    The Zwings e-scooter has a maximum range of 25+ miles on a full charge, depending on usage. This is typically just over 2 hours of rental usage.

  • My phone battery ran out, how do I end my ride?

    Please always make sure you have enough battery to start and end your ride. Call customer support from someone else’s phone and we can force-end the ride via the admin panel. The customer support number is displayed on the scooter’s shaft. Please clearly state your vehicle’s number. This is found on the QR code e.g. ZWG142. If you can not get through to anyone please email: support@zwings.co.uk clearly stating your name and the time your battery ran out. Please note, we will be able to track where the e-scooter was at what time on our fleet management dashboard.

  • Feedback on our scooters?

    We appreciate all feedback from our riders. To give us some feedback about our scooters, please send us an email to support@zwings.co.uk or reach us via the app.