End‑User (Rider)

What is Koloni Fleets?

A shared micromobility service (e‑bikes/standard bikes, and sometimes scooters) operated in partnership with properties, campuses, and cities. Unlock in the app, ride, then return to a marked station.

How do I create an account?

Download the Koloni app → verify email/phone → add a payment method. Some programs may allow promo codes or employer/student access.

Which app stores do you support?

Apple App Store and Google Play. Search “Koloni”.

Do I need a second app or website?

No. Riders only need the Koloni app. Some programs use separate operator tools for maintenance/diagnostics—riders don’t.

What payment methods are accepted?

Credit/debit cards and supported mobile wallets (varies by region). Prepaid cards may be restricted.

Are there passes or memberships?

Many programs offer day passes or monthly options. Open a station in the app to view current offers and terms.

Pre‑authorizations & deposits

A temporary hold may appear on your card when you start a ride; the final amount settles after you end the ride.

Promo codes

If available, enter them at checkout before you start your ride. Codes can’t be applied retroactively.

How do I unlock?

Stand next to the vehicle → enable Bluetooth and Location → scan the QR code → wait for the lock to open. If prompted, press the lock button once.

What if Bluetooth isn't responding?

Toggle Bluetooth off/on, reopen the app, and stand close to the lock. Avoid crowded Wi‑Fi networks if possible.

I don’t see any bikes.

Zoom the map and tap stations to see inventory. If a station shows zero, try another nearby.

Where can I ride?

Ride anywhere permitted by local laws—there is no service area boundary. You must start and end rides at designated geofenced stations shown on the map.

Can I pause a ride?

Yes. Stop the bike, tap Pause in the app, then lock the rear AXA wheel lock. Your rental stays active and the bike is reserved to you. To resume, return to the bike, unlock in the app, and the Axa Lock opens up. Note: time/charges may continue during pause (configured per program). Park legally and don’t block sidewalks or entrances.

What about hills and range?

E‑bike range depends on assist level, rider weight, terrain, weather, and battery state. If the battery becomes low, return to a station and swap vehicles.

Where do I park?

At a marked rack or inside a virtual station on the app map. Look for signage or in‑app guidance.

How do I end properly?

(1) Park fully inside the station zone, (2) close the lock, (3) take photos if prompted, (4) tap End Ride until you see a confirmation screen.

Can I pause outside a station?

Yes. You may pause anywhere legal: stop, tap Pause in the app, and lock the rear AXA lock. The rental remains active and the bike stays reserved to you. To finish the trip, return to a designated station and follow the End Ride steps.

I ended the ride but was charged extra.

Out‑of‑zone or improper parking fees may apply. Check your ride receipt and photos. If you believe it’s an error, contact [email protected] with your ride ID.

Can’t unlock

• Verify Bluetooth & Location are ON

• Stand next to the lock

• Try again in the app

• If the bike appears damaged, report via exclamation point on bottom left to report issue

Can’t end ride

• Move fully inside the station geofence

• Close the lock and wait 3–5 seconds

• Take photos and submit

• Try reporting via exclamation point on bottom left to submit your issue

The QR code is scuffed

Use manual entry (Bike ID) if available. If the ID is missing, pick another vehicle and report the issue.

• Wear a helmet where required and recommended elsewhere.

• Yield to pedestrians. Ride in bike lanes when available.

• No tandem riding. One rider per vehicle, one account per rider.

• Don’t take vehicles into prohibited areas (stairs, buildings, off‑limits paths).

• Never ride if the vehicle appears damaged.

What fees could apply?

Out‑of‑zone parking, improper lock/park, and damage/loss fees may apply.

How do I request a refund?

Report via exclamation point on bottom left to request refund or email [email protected] with your ride ID, station, date/time, and photos.

Where are my receipts?

Check your in‑app ride history and email.

Many programs include step‑through frames and adjustable seats. Contact [email protected] for accommodation requests. We will report this to your local program as well

We collect only the data needed to operate the service (ride details, station/location events). We do not store full card numbers. See the in‑app Privacy Policy.