What Do You Need Help With?

I've been overcharged for a journey. What can I do?

If you think you have been overcharged, fill out the form below. Try to include the number of the bike which overcharged you, as well as the date of the journey. We’ll get our service team to sort it out.

I locked my Onzo but it kept charging me. What can I do?

Sorry about this. Fill out the form below – make sure to include the bike number. We’ll get our service team to sort it out!

I've forgotten to lock my bike and now my account is in negative balance! What can I do?

Don’t worry! If you fill out the form below (make sure to include the bike number), we’ll get our customer service team to sort it out.

What happens if my trip exceeds my account balance?

If you have unlocked a bike a negative balance will not affect your current ride. However, you will not be able to scan for your next ride and your deposit fee will not be refunded until you have topped up your account and paid off the negative balance.

Can I rent multiple Onzo bikes on one account?

You can only rent out one Onzo bike at a time.

How do I get a refund of my $9.90 deposit?

You can refund your deposit via the refund button. This can be found in the “Account” tab of the app. Refunds take approximately 5 working days to process.
If you haven’t received your refund by this time, let us know by filling out the form below. Our team will get it checked out.

Can I refund my account balance?

Your account balance can be refunded if you have had problems using a bike/scooter, or if there has been a fault on our end. We do not offer refunds for accidental top-ups or for changing your mind on using our services.
If you need a refund of your account balance, fill out the form below, including the last four digits of your card number and the amount you would like refunded.
As above, your $9.90 deposit can be refunded automatically through the “Account” tab on the app.

What is the difference between a deposit and my balance?

The deposit is a $9.90 bond that must be in your account in order to use our bikes.

Your balance is where actual bike journeys are charged to.

You need money in both to be able to use an Onzo bike.

I have topped up my balance but the app still tells me to top up?

Try logging out of the app and logging back in. This re-syncs your account with our server. If the problem still persists, fill out the form above and our customer service team will have a look.

I am unable to pay the deposit or balance

Sorry about that! Could you please fill out the form below and we’ll sort it out for you. Please note that iOS 10 users will need to upgrade to a later version of iOS to use Onzo.

I didn't receive an SMS verification code. What should I do?

There are a few reasons you may not have received a verifcation code:
  • Check that your mobile number does not include a zero before it e.g 21 111 111 instead of 021 111 111
  • Check that your mobile data is turned on (the SMS cannot be sent through wifi)
  • Did you press “Send” more than once. If so, wait ten minutes before trying again as our servers can get overloaded
  • If an SMS still hasn’t sent, fill out the form below and our customer service team will sort it out.

Do I need a smartphone to use Onzo?

Yep, a smartphone with either iOS or Android (at least version 4.4.4.) is needed to use the Onzo App.

Need More Help? Let us know below

Try to give us as much information as you can!

Your Name (required)

Your Email (required)

Mobile Number (required)

Query Type

Last Four Digits of Card

Refund Amount (if applicable)

Emotional State

Your Message

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