How can we help you today?
Enter your search term here...
Search
Knowledge base
FAQs
Frequently asked questions 1/2
Why do you reserve additional costs when I start a ride?
I cannot verify my drivers licence (UK)
How do I change my account information?
Frequently asked questions 2/2
The GPS says I am in a restricted area even though I am not
My account is blocked because of an unpaid invoice
I cannot use my subscription because the service is paused
There was no helmet in the trunk of my moped
TIER account & app
Your TIER account
How do I change my account info?
How can I verify my licence? (UK)
How can I delete my TIER account?
Can I unlock multiple scooters at the same time?
I am not receiving the SMS code
See all 6 articles
TIER app
How do I sign up?
In which cities can I ride a TIER?
Do I need to update the TIER app?
Can I refer my friends to use TIER?
Riding, pausing & parking
e-Scooter
Before your ride
How do I start my ride?
How and where do I park?
How do I end my ride?
My ride or scooter won't start
See all 11 articles
e-Scooter Helmets
How to unfold the helmet
How to fold the helmet
How to end the ride
My ride won't end because the helmet is not detected
Do I have to use the helmet?
e-Bike
Before your ride
How do I start a ride?
How do I brake?
Can I pause my ride?
How and where do I park?
See all 11 articles
e-Bike (London)
Where can I park a TIER e-bike in London?
My bike doesn’t have power in the area I’m in. Why is that?
How old do I need to be to ride a TIER e-bike in the UK?
Where can I ride an e-bike in London?
Where can I ride an e-scooter in London?
e-Moped
How can I verify my licence?
Do I have to wear a helmet?
How do I start an e-moped ride?
Can I take a second person with me?
How and where can I end my e-moped ride?
See all 12 articles
Payment, rewards & TIER-passes
Payment & invoicing
How much does it cost?
How do I pay?
What is pre-authorization?
What happens when my payment fails?
Are there any extra fees?
See all 7 articles
Subscriptions & packages
How can I purchase a subscription or package?
How do I cancel my TIER-pass?
I forgot to cancel my subscription. What do I do?
I bought a day pass but I was still charged
I bought a subscription but your service is paused
See all 6 articles
TIER rewards & loyalty
What is TIER Rewards?
How can I join TIER Rewards?
How do I earn rewards with TIER Rewards?
If I have an active TIER pass, will my rides still count in TIER Rewards?
How long do I have to achieve the steps and earn the rewards?
See all 7 articles
User swapping
User Swapping
How to swap
Do I have to sign up anywhere to swap batteries?
Is there a daily limit of swaps I can do?
Does the rental pause when I start the swap?
I didn't get my reward after the swap
See all 15 articles
Host questions & requests
Host requests
I am interested in becoming a host
Can I turn off the PowerBox when my store is closed?
The station doesn't seem to charge the batteries anymore. What to do?
When am I getting paid?
See all 7 articles
Safety & insurance
Terms of Use
Requirements
Which traffic rules should I follow?
Is there a weight limit?
Is there an age limit?
Security rules in France
Insurance & accidents
Am I insured?
What shall I do in case of an accident?
Contact us
Contact TIER Customer Care
How can I get in touch with Customer Care?
UK
London
What are the micro-mobility trials?
Does TIER offer discounted rides for emergency services workers, NHS staff, students and other concessions?
Why have the DfT fast tracked trials?
What is a TIER e-scooter?
Why was TIER chosen to be one of London’s operators?
See all 24 articles
User Migration Italy
User Migration Italy
What happens with the active balance I have from Wind?
For how long is my balance valid?
I haven't received the balance in my TIER account yet
Who can redeem the Voucher Code?
For how long is the Voucher Code valid?
See all 8 articles