FAQ’s

Providing essential services: Zwings offers unlimited free rides to key workers during 2nd and 3rd lockdown

What you need to know to take a ride:

  • Where can I find the Zwings App to ride?

    To take a ride with Zwings, 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!

  • What do I need in order to ride?

    To ride you need:

    • A valid provisional or driving licence
    • A valid payment method
    • Give the app access to your location
    • Ensure you have your 3G/4G/5G switched on
  • Do I need a licence to ride?

    Yes, you need a valid provisional or full driving licence to ride. We also accept paper licences.  This is a one-time check before you start your very first ride. 

    • Scan the Front & Back of the Driving Licence
    • Take a quick Selfie
    • You will receive an email and in-app notification once your licence has been verified informing you that you’re ready to ride!

    In order for you to be approved please ensure that:

    • The licence is legible (no flash, light environment, still hands)
    • You scanned the actual Licence and not a photo of the Licence.  

    If you experience any issues uploading your licence please contact our Support team. You can send in a copy of your licence and a selfie and our team will be able to manually verify it for you. 

  • How much does it cost to ride?

    A ride costs £1  to unlock and 15p per minute.

  • Can I rent two vehicles under one account?

    No, as each Rider needs a valid provisional or licence in order to ride. 

  • What should I do before starting my ride?

    Check which is the closest parking bay to your final destination. Please note, parking bays do get removed and you must end your ride in a parking bay to avoid paying a recovery fee. The app has the most up to date information on which parking bays are active.

    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 do I unlock a Zwings scooter?

    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 3-digit vehicle code located beneath the QR code. e.g. ZWG 264 and swipe towards the left to unlock.

  • What are the riding/speed zones?

    To ensure we are catering to the needs of the entire community, we create these zones together with the local authority in each of our locations. These are geo-fenced areas that help to ensure the e-scooters are used correctly within the service areas. In this case, the Zwings app is your best resource to find out where — and where not — to park, to ride, to slow down or to finish your ride.

    RED ZONE

    A red zone on the map indicates a ‘restricted zone’. This means the usage of our vehicles is prohibited in that area. If an e-scooter enters a red zone, it will automatically decelerate until it reaches a standstill, and an alarm will sound advising you to return to the permissible area. You will not be able to finish your ride in this area. Once your scooter has safely come to a stop, simply walk it out of this zone to resume riding. We generally place red zones in sensitive areas, or areas of high footfall, so please be courteous and considerate in the event you accidentally enter one of these zones.

    YELLOW ZONE

    A yellow zone on the map indicates a ‘slow-speed zone’. Your top speed is restricted in this zone. If a scooter enters a yellow zone, it will automatically slow to 6 mph (known as Eco-mode). These are typically placed in areas of concentrated traffic or pedestrian activity…

    Remember, whether you’re inside a yellow slow zone or not, you should always be aware of your surroundings, road obstacles, pedestrians, and other road users.

    SCOOTING ZONE

    In these areas, e-scooters will operate at normal speed, and you’re free to go wherever you like in these zones, as long as you only use the vehicles on roads or cycle lanes.

    BLUE ZONES

    Did you know? There are also BLUE ZONES, which you probably didn’t pay attention to, but these areas are no-ride zones. You must not ride or park there. These areas are outside of the Zwings operating zone. Please also note that if you cross into the BLUE area, your scooter will come to a complete stop and you won’t be able to end your ride. You must move your scooter back to the operating area to the parking bay to end your ride.

    Ride safe and remember to wear a helmet!

  • How do I start a ride?

    To start a ride, please always ensure you push off before holding the accelerator down as this kick starts the engine.

    If you are still experiencing issues, 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!

  • Where can I end my ride?

    You must end your ride in one of our designated parking bays. You can see our designated parking bays in our app indicated with blue squares indicated with a P. 

Account

  • Why is my account blocked?

    Your account has been blocked for one of the following reasons:

    • Your payment hasn’t gone through – Please either add funds to your payment cards, change payment method or contact our support team at support@zwings.co.uk
    • You have been reported multiple times for misuse and your account has been blocked
    • You have allowed someone else to use your account
  • How can I change/update my payment method?

    To update your payment method, please follow the steps below:

    • Open the app and click on the three stripes in the top left corner in the map section to open the menu bar
    • Go to Account 
    • You will see the main menu on the top (starting on promo code) and you want to slide it towards the left (via Personal Data) until you get to Payment.
    • Click on the credit card symbol and then click + sign to add your new payment method.

     

  • How can I update my information?

    You can update your phone number and password in the app. If you need to update any other information please contact our Support team either via email at support@zwings.co.uk or via phone on the following number: +44(0)20 3882 0611

    To update this information, please follow the steps below:

    Update Phone Number 

    1. Click on the top left corner (three stripes)
    2. Click on Account
    3. Go to Personal Data -> Update phone number

    Update Password

    1. Click on the top left corner (three stripes)
    2. Click on Account
    3. Scroll the top menu (towards personal data) until you get to Password
    4. Type in your old password and confirm your new password
  • How do I upload a promo code?

    To upload a promo code, please follow the steps below:

    1. Click on the top left corner (three stripes) in the map section of the app
    2. Click on Account (you will automatically be on the Promo code section of the app)
    3. Click on the + symbol
    4. Enter the promo code
    5. You will then see the promo code added to the list under free credits left

    You can see your remaining credits in the Free credits left grey box ( 1 credit = 1 penny).

  • How can I get credits from sharing my referral code?

    Zwings are offering a referral bonus. Each Rider receives a unique referral code that can be shared with your friends and family. Your referred person needs to add this code during the signup process in the app.  You will both receive 10 minutes of free riding after they have taken their first ride. 

    You can find your unique referral code under the Promo code section of the app.

App

  • Updating the App – My app is glitching/Why are there no scooters available?

    Before escalating this as an app bug, please ensure the following:

    • You are connected to the internet
    • The app has access to your GPS locations (This can be found in the settings on your phone, select the app, and allow location access)
    • Your app is up to date

    If it is not one of the following, please follow the troubleshooting steps below:

    • Log out and log back into the app
    • Force close, uninstall and reinstall the app

    This will hopefully reset the app and resolve this issue.

    If the issue does persist, please send me a screenshot/screen recording of the glitch to our Support team. 

  • Why can’t I see the notification to upload my licence?

    This is an app glitch. Please call our Support team and we will trigger the push notification to upload your driving licence.

Misuse

  • How do I report misuse?

    You can report misuse by using our reporting form here.

    Or you can email our Support team at support@zwings.co.uk  with the time and location that the offence took place and any additional details. All our vehicles are GPS tracked therefore, our team can further investigate and take action against these Riders. We really appreciate your help!

    Offences include but are not limited to:

    • Vandalism and Theft
    • Reckless Riding
    • Underage Riding
    • Pavement Riding
    • Two Riders on one vehicle
  • Why was I charged a fine?

    You have been charged a fine because:

    • Abandoned vehicle outside of operation zone = £15 recovery fee
    • No attempt to end the ride = £10
    • Did not end your ride in a parking bay £10

    For reference, our parking bays are marked in the app with a P sign. If you’re experiencing any issues ending your ride, please send proof of the vehicle in a parking bay to support@zwings.co.uk and we will ensure to credit you back.

    • Pavement Riding = £40
    • Double Riding = £40

    Drunk riding, vandalism or riding under another person’s licence will result in the creation of a police report and an immediate ban.

  • Why is my account blocked?

    Your account has been blocked for one of the following reasons:

    • Your payment hasn’t gone through – Please either change the payment method or contact our Support team to unblock it
    • You have unlocked a vehicle for someone other than yourself,
    • We have received reports that you were drunk riding, 
    • You committed vandalism or theft,
    • Your account has been flagged for having multiple accounts of pavement riding or double riding.

    You will receive an email from our Support Team confirming the reason for the block.

Parking

  • How and where do I end my ride?

    You must end your ride in one of our designated parking bays. Our parking bays are indicated with a blue square and a P in the app. You can end your ride in the app by selecting the end ride and swipe to lock towards the right. 

  • What do I do if I can’t end my ride?

    If you’re experience issues ending your ride, you must do the following:

    • Either call or email our customer support team
    • If you are emailing in, please ensure you attach a photo of the vehicle in a bay

    Please note, if you don’t end your ride, the vehicle is left unlocked and vulnerable to theft and you will receive a fine.

  • How can I suggest a new Parking Bay location?

    We love receiving feedback from our Riders so that we can continue improving our product and service!

    Please email support@zwings.co.uk with the location and reasoning for a new parking bay. If all the criteria are met, you will see your new parking bay appear on our app. We look forward to hearing from you!

Payment

  • How can I see my Zwings credit?

    1 penny is now worth 1 credit.

    As an example, if you add £5 to your account, you will receive 500 credits.

    You can find how many credits you have by following the steps below:

    1. Click on three stripes in the top left corner
    2. Go to Account
    3. You will then end up in the Promo code section of the app and can see how many credits you have left under free minutes left.

    For any questions relating to this please contact our support team support@zwings.co.uk

  • How do I create an invoice?

    When a payment is made, you can download an invoice for this transaction. 

    1. Click on three stripes in the top left corner
    2. Go to Account
    3. Click on Invoice
    4. Select the transaction you want to download as an invoice and click Download

    The invoice will be downloaded on your device. 

  • Why was my ride more expensive than expected?

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

    • You didn’t end the ride in the app
    • You finished the ride outside of the parking zone and have been charged a fine

    If you are still worried about the price of the ride, please contact us at support@zwings.co.uk or via phone at +44(0)20 3882 0611.

  • What is the £5 verification?

    When you scan a vehicle, a verification is performed to ensure there’s a minimum of £5 on the associated payment method. This is a verification, not a charge. Once verified, the money is returned to your bank account. Depending on the bank, the verification may sit in pending, however, this money will never be taken out and will be released.

  • How do I pay an unpaid bill?

    You need to either add a new payment method to the app or contact our Support Team to trigger the payment for you. Please note, payments are triggered a few times a day by our team.

Riding

  • How do I report a damaged scooter?

    You can report damages on a scooter before taking a ride. Please follow the steps below to report a damaged vehicle:

    • Scan the vehicle 
    • Click on the exclamation circle in the top right of the rental page
    • Select report damage

    Alternatively, you can :

    • Select the Support icon in the top right corner on the map section of the app
    • Select report damage

    You can also call or email our Support team with the vehicle number (3 digit code under the QR code on the handlebars) to report the damage. Please send some screenshots if applicable. 

  • Why is my scooter stuck in eco/slow mode?

    If the vehicle is stuck in slow mode, it means the vehicle didn’t register that you left a slow (amber) zone or no riding (red) zone. 

    You can do one of the following:

    • Re-enter and exist the slow or no riding zone so the vehicle can register that you’ve then left the zone
    • Call our customer support team a call as we are able to adjust the speed of the vehicle. You can call us on the following number: +44(0)20 3882 0611. Or click on the top right corner of the map page in the app and select the phone icon.
  • Why is my scooter beeping/losing power?

    This means that the scooter is likely in a restricted or slow speed zone which is labelled as the blue or yellow 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 end my ride?

    If your ride won’t end, please always check the following:

    1. You are definitely in a parking bay showing on the Zwings app’s map
    2. Your location is turned on on your phone and have signal
    3. You have a phone battery so you can click end ride

    If you are still experiencing issues, please take a picture of our e-scooter in the parking bay and send it to our support team at support@zwings.co.uk. We will credit you back for the additional time spent trying to end your ride. Please make sure you always notify our support team if you are unable to end your ride to ensure that our team is aware that the e-scooter is unlocked as it could be vulnerable to theft.

  • 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 in one of our parking bays. If this is a regular occurrence you will be fined.

    Please always either call customer support from someone else’s phone and we can force-end the ride via the admin panel or email our support team with a picture of the vehicle in its current locations,  the vehicle’s number (found on the QR code e.g. ZWG142) and the exact time your phone ran out.

  • 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.

Data Protection

  • How are Zwings handling my personal data and GDPR?

    We work hard to protect your data and are in line with all current GDPR regulations. We track your data so that we can further improve our service and product. For more information about GDPR please visit our terms and conditions.

Contact Support

  • How can I contact Support?

    We really appreciate your feedback as we strive to continuously improve our product and service.

    Please send us an email to support@zwings.co.uk or give us a call on the following number +44(0)20 3882 0611 with any feedback, suggestions or questions you may have!