1. The scooter will not open or agree to move?

Sometimes the scooter brake is locked or there may be a connection error between the application and the scooter. You should try to get the scooter moving a couple of times. However, if the scooter does not start, we will automatically credit the failed scooter openings to your JOE wallet within a couple of days.

  1. Where can I see the price list?

Current price information can be viewed in the JOE app when you click on the scooter icon before driving. The basis for our pricing is also stated in our ”terms of use”, which everyone must read and accept before starting drive.

  1. The scooter stops in the middle of a run and no longer agrees to start?

This is often due to insufficient battery charge or a connection error. The remaining kilometers can be viewed in the JOE app before the scooter is enabled when you click on the scooter icon. Kilometers are only an estimate, actual consumption is affected by e.g. speed, terrain and drivers weight.

If the battery runs out of power in the red area, you must notify our support immediately at support@joescooter.fi. In the notification, we need to know the scooter code, the email address you use in the JOE app, and a detailed description of the scooter location. In such cases, it is not necessary to transfer the scooter in the permitted area.

  1. The scooter turned off in the red area and no longer starts?

See previous section

  1. A fault appears on the scooter during the ride?

The scooter must be tested before starting to ride (brakes and throttle) and the defective scooter must not be moved. All possible faults must be reported to us immediately at support@joescooter.fi or write a description of the fault in the evaluation section of the mobile application.

This will allow us to pick up the scooter for service as soon as possible. Reporting the faulty scooter by email, the code of the scooter must be stated and to describe the fault in the message as accurately as possible.

  1. What does the gray area on the map mean?

Scooters should not be parked in that area, even if the app allows it there. If parking in that area incurs additional costs for our company, we have the right to fine the user for it in accordance with our terms of use. We always deal with these on a case-by-case basis. Driving in the gray area is permitted.

  1. How do I end the ride?

To end the ride, select “end” in the application. Take a photo of the scooter. The photo must be taken from the side profile of the scooter.

The scooter should be parked safely, also taking into account other traffic users.

  1. I can’t end my ride in the app?

Sometimes ending the ride may have failed e.g. due to a connection error. In that case, please send us email support@joescooter.fi and tell us the scooter code, location (address and city) and the end time of the ride.

  1. The app claims that I am in a restricted area even though I am in a permitted area and I am not allowed to end ride?

There may sometimes be a delay in the connection, allowing the GPS to track the scooter with a slight delay. In that case, you may to try parking again in a moment or send an email for our support, support@joescooter.fi. Check also section 8.

  1. I have ended my ride via app, but there is still power on the scooter?

If you have successfully ended your ride and the scooter stays on after that, you will not incur any additional costs. This may be due to a connection error either in the application or on our systems. Please report that for us by email support@joescooter.fi.

  1. Is it possible to rent more than one scooter at a time?

Unfortunately, you can’t take more than one scooter at a time with one username, you have to create your own username = email address for each scooter. You can enter the same payment card for everyone to charge.

If the scooter is to be rented to a person under the age of 18, the section “your responsibilities and conditions” must be observed in our user agreement.

  1. How do I contact JOE’s customer service?

The best way to serve our customers is by e-mail at support@joescooter.fi. We aim to respond to your message within 24 hours. In order to expedite the matter, please be contact by the email address you use in the JOE app.

You can also contact us via Facebook “Joe Scooter” or Instagram via “@ridejoescooter”.