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

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?

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 10 articles

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 10 articles

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

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?

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 6 articles

Subscriptions & packages

• How can I purchase a subscription or package?
• How do I cancel my TIER-pass?
• I forgot to cancel 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 Miles?
• How can I join TIER Miles?
• How do I earn rewards with TIER Miles?
• If I have an active TIER pass, will my rides still count in TIER Miles?
• How long do I have to achieve the steps and earn the rewards?

See all 6 articles

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

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 TIER Customer Care

• How can I get in touch with Customer Care?

London

• What are the micro-mobility trials?
• Why have the DfT fast tracked trials?
• What is a TIER e-scooter?
• Why was TIER chosen to be one of London’s operators?
• How many TIER e-scooters will be deployed?

See all 23 articles

York

• What are the micro-mobility trials?
• Why have the DfT fast tracked trials?
• What is a TIER e-scooter?
• Who is delivering the service in York?
• How does TIER and the e-scooter trial support York’s local objectives?

See all 11 articles