Rider help centre
Clear help for the moment you’re in.
Whether you are finding a bike, ending a trip, waiting for a payment to settle or reporting a safety issue, ZestRyde should explain what is happening and what to do next.
9 rider guides
Getting started
Find a bike, reserve it and start with confidence.
How do I start a ZestRyde?
Open the map, choose an available bike, then scan the QR code on its frame. A ride starts only after the lock reports that it physically opened.
Why has my ride not started yet?
A device acknowledgement is not the same as an open lock. Keep the bike in view and follow the trip state shown in the app. If the state is unclear, do not ride; retain the bike and trip references for support.
Riding and parking
Make every trip safe for you and clear for everyone else.
Where can I ride?
The rider map makes service areas, restricted areas and slow zones visible before and during a trip. Follow local road rules even when the map is open.
Where can I park?
Park only in the green area the app confirms. Keep ramps, tactile paving, entrances, driveways and walking routes clear. Take the parking photo when asked.
What if a bike is damaged or blocking the way?
Do not ride a damaged bike. Use Help in the app to report the issue and include the bike number or location only if it is safe to do so.
Payments and account
Clear states for a charge, receipt or account question.
When will I see my receipt?
The app issues a receipt after the trip has ended and the payment state is confirmed. A short delay while a payment settles is shown honestly in the app.
I think I was charged incorrectly. What should I do?
Open Help from the trip or payment record in the rider app. It carries the trip reference into the case so you do not need to share full payment details in a message.
Safety and reporting
Get help without burying a safety issue in a general queue.
What should I do in an emergency?
Move to safety first and contact local emergency services when someone is in immediate danger. After the immediate risk has passed, retain the trip or bike reference and use only a verified support route shown in the rider app.
How do I report a safety concern?
Use the verified help route shown in the rider app and include the relevant trip or bike reference. Do not send payment credentials, identity documents or unnecessary location history in a general message.
Urgent safety
Safety comes before a support case.
If someone is in immediate danger, move to safety and contact local emergency services first. Then use the urgent safety option in the rider app so the report reaches the right team with the relevant trip or bike context.
The app should never manufacture a resolution after a delayed response. It will show whether a report was received, still pending or needs more information.