At a Glance
Response Time
Under 2 hours
In-App Chat
24/7
Email
support@elyraride.com
Emergency
In-app SOS
SECTION 01
Ride Issues
Scooter Won't Unlock
Ensure Bluetooth and location services are enabled. Try closing and reopening the app. If the issue persists, tap "Report Issue" on the scooter's map pin and we'll assign you another nearby vehicle.
Ride Didn't End Properly
If your ride shows as still active, open the app and tap "End Ride" manually. If the scooter is no longer accessible, contact support with your ride ID and we'll close it and adjust billing.
Scooter Feels Unsafe
Do not ride a scooter that feels mechanically unsound. End the ride immediately, report the issue via the app, and we'll flag the unit for maintenance. You will not be charged for the ride.
SECTION 02
Payment Issues
Charge Seems Wrong
Review your ride receipt in the app under Ride History. If the amount doesn't match your expected billing, contact support with the ride ID. We investigate within 24 hours.
Payment Method Failed
Update your card in Settings > Payment Methods. We accept Visa, Mastercard, and mobile payment. If issues persist, try removing and re-adding the card.
Refund Policy
Refunds for billing errors are processed within 3–5 business days. Rides ended in prohibited zones or with confirmed damage are not eligible for refunds.
SECTION 03
Account & App
Can't Log In
Reset your password via the login screen. If your account was suspended, check your email for a notification explaining the reason and appeal process.
Delete My Account
Open Settings > Account > Delete Account. Your ride history and personal data will be permanently removed within 30 days, per our Privacy Policy.
App Crashing
Ensure you're running the latest version from the App Store or Google Play. Clear cache and restart your device. If the issue persists, email support@elyraride.com with your device model and OS version.