You can't start a scooter anymore and the app says your account is blocked (or "in the kennel" 🐶)? Don't worry: in most cases it's just a payment that didn't go through, and you can sort it out yourself in a few minutes.
🤔 Why is my account blocked?
When the payment for a ride (or a fee, for example a helmet that wasn't returned) couldn't be taken from your card, the amount is still owed. It then shows up as a negative balance in "Mon portefeuille" (My wallet), and your account is blocked automatically until that amount is paid.
The most common reasons:
💳 your card has expired or been replaced by your bank;
💸 there wasn't enough money in your bank account at the time of payment;
🚧 you reached your payment limit;
🏦 your bank declined the payment.
✅ How do I settle my unpaid balance?
Everything happens in the app:
Go to "Mon portefeuille" > "Gérer mes cartes" (My wallet > Manage my cards).
If your old card is no longer valid, delete it by swiping it to the left.
Add a valid card with funds available.
The amount owed is then charged automatically to your new card. You can check in "Mon portefeuille" that your balance is no longer negative.
⏱️ How long until I'm unblocked?
It's instant: as soon as the payment goes through, your account unblocks itself and you can grab a scooter right away 🛵
If your account is still blocked a few minutes after adding your card, message us on the chat with a screenshot of "Mon portefeuille": we'll look into it with you.
🛡️ How do I stop this from happening again?
📅 Update your card as soon as your bank sends you a new one.
💰 Keep funds available on your account: at the start of every ride, a €5 pre-authorisation is placed on your card.
🚧 Check that you haven't reached your payment limit, especially at the end of the month.
🔁 If your card is declined, try another card: it's your bank that decides whether to accept the payment, we have no control over it.
❓ It might not be an unpaid balance
You see an amount of €0.50 or €5 on your statement? That's normal, here's why 👉 The eDOG charges on my card
You dispute the amount you're being asked to pay? Message us with a screenshot 👉 Disputing a ride or asking for a refund
💬 Any questions?
Message us on the chat in the app, we're here to help 🧡