You stepped away for a few minutes and the scooter is gone — or you can see it moving while you're not the one riding it? As long as the ride hasn't been ended, it stays open under your name and the meter keeps running. Here's what to do, right now.
⚠️ First, a reminder
For the whole time your booking is open, the scooter is your responsibility — exactly like a rental car. You wouldn't leave the keys in the ignition and the door wide open while you pop into a shop, right? 🔑 Same thing here.
Two situations come up almost every time, and they are the ones to avoid at all costs:
Starting the scooter when you're not next to it — especially at night. Once it's on, anyone can hop on and ride away before you've even reached it.
Leaving the spot without ending your ride — the scooter stays unlocked, available to the first person who comes along, and the ride keeps running under your name.
If either of those happened to you, don't panic: here's what to do, right now 👇
🚨 1. Message us straight away on the chat
Don't wait, even in the middle of the night. The faster you tell us, the smaller the bill. Give us this in your first message:
The scooter's nickname 🛵 (Jimmy, Moka, Canelle…)
Where and when you last left it.
What happened, in one sentence: "I stepped away for five minutes and someone rode off with it".
We can end the ride remotely from our side: that's the first thing we do to stop the meter.
🙅 2. Don't chase the scooter
A scooter can be replaced. You can't. Don't try to catch up with the person or confront them: tell us, and we'll take it from there.
⏱️ 3. What happens next
We close your ride and look at the trip trace to pinpoint the moment you were no longer on the scooter.
We go through what you were charged from that moment on, together.
If the scooter has disappeared, we take the case over from our side.
As we explain in our refunds article, telling us quickly is what lets us be flexible.
🔒 How to avoid this
Only start the scooter when you're standing in front of it, helmet in hand, ready to go.
End your ride as soon as you're done, and wait for the ride summary to appear. As long as the ride is open — even paused — it stays under your name.
During a pause, don't walk away from the scooter. A pause is for a short stop with the scooter in sight, not for leaving it alone in the street.
Put the helmets in the top case and close it until it clicks before you walk away.
Don't lend your account. Everything that happens during a ride open under your account is tied to you.
💬 Not sure?
Message us on the chat, even if you're not certain what's going on. Better to tell us for nothing than too late 👍