FAQ For E-scooter Rental Schemes

Hello Riders and wider communities of towns and cities! This page will help to answer any frequently asked questions for both users and non users of our e-scooters. If you have any further questions, please do reach out to us at: support@zwings.co.uk

Our fleet management dashboard is monitored 24 hours a day and 7 days a week. We are working closely with the police to promote responsible use.

Rider FAQs

Hey riders! Here are some questions to some common questions. Our customers experience is very important to us so we are continually seeking to implement new measures to improve this based on your feedback and our wider research.

To download the Zwings app, simply search 'Zwings' on the Google Play or Apple app stores.

The law states that you must be atleast 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.

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

This may have happened if you chose to decide to deactivate your account yourself or your driving license was rejected. Either way, please contact: support@zwings.co.uk with a picture of the front and back of a valid driving license and also a selfie. We will seek to reactivate you once this is shared and validated.

Double-check your log-in details are correct (eg. no spaces in 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.

To find a Zwings e-scooter near you, simply open the Zwings mobile app. You'll automatically be taken to the map screen, showing all available Zwings vehicles in your area. If you don't see any vehicle icons displayed on the map, zoom out to search a wider area. Please note, e-scooters must be parked in any of the available designated parking bays.

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.

To rent an electric scooter from any company in the UK, validating every rider has a minimum of a provisional driving license is a requirement. This is a legal requirement and has been set by the DfT to help promote responsible riding and to encourage people to feel accountable for potentially dangerous scooting.

No, I am afraid not. Whilst it may be tempting to ride with another person onboard this is not legal and can lead to fines and points on license. Safety first!

Please go to a designated parking bay, labelled on the map with a flag with a letter P, to end your ride. If the problem occurs where the scooter does not end the ride, it could be a connection issue in which case you should close the app and reopen it. If that doesn’t solve it then call customer support or email us at support@zwings.co.uk with evidence, timing and reasoning and we will issue a refund if it is a software issue rather than the fault of the rider.

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.

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 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.

These are geo fenced areas that help to ensure the e-scooters are used in busy 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. The e-scooter will only return to normal speed once it has left the zones and has re-entered the general (green) service area.

Excellent! We love rider feedback. If you could pop us an email 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 is appropriate). How does door to door scooting sound ey?

This means that the scooter is likely in restricted or slow speed zone which are labelled as the red 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. 

Wider Community FAQs

Here are a number of frequently asked questions by members of the wider community who may not be e-scooter or e-bike riders but still have a vested interest in our operation

Zwings is working in partnership with local councils to support their respective communities with an innovative mode of transportation. In the wake of the climate emergency and the current pandemic, we are providing residents and visitors a means of travelling at a social distance in a sustainable manner. 

Zwings specialises in delivering a regulated parking bay model whereby riders can only find and park an e-scooter within a dedicated parking bay at strategically place locations around the local area. Look out for the Parking flags on the Zwings mobile app to find the parking bays. This is where you will most likely find an e-scooters. We also have docking stations in some of our locations.

 

Please immediately report the scooter that has been left in an inappropriate location, providing us details about its exact location and time of report. We will move it to a safe location. Please contact us via email: support@zwings.co.uk or raise a ticket if you have our mobile app.

We take safety seriously at Zwings and are implementing measures to promote safe and responsible use.

- Safety questionnaire that requires 100% correct answers to earn rental credits

- Safety signage at each parking bay and on each scooter with a clear explanation of the strict penalties in place e.g. risk of receiving 6 points on your license.

- close relationship with the local police to report individuals using the scooters dangerously.

- In person safety workshops where new riders can trial scooters in a controlled area (socially distanced event)

- free helmet giveaways at safety workshops and discounted purchases.