Project Mover E‑Bikeshare

The E‑bikeshare service for Westchester Rivertowns

Pay As You Go

Monthly

General

• What is Project Mover E‑Bikeshare?

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  Project MOVER E‑Bikeshare is an electric bike program designed to provide a sustainable and convenient way to travel around the Westchester Rivertowns.

• What are pedal-assist e‑bikes?

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  Pedal-assist electric bikes (e‑bikes) ride like any other bicycle. Start pedaling to get moving and as you pedal a small electric motor adds assistance to boost momentum, making it easier to go long distances or ride up steep hills. Squeeze the brakes on the handlebars to slow down and come to a stop.

• What is the max speed of these e‑bikes?

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  New York State limits pedal-assist e‑bikes to a maximum speed of 20 mph. The Project MOVER e‑bikes will be capped at a maximum speed of about 15 miles per hour.

• I want to ride a Project Mover E‑Bikeshare. How do I get started?

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  First, you need to download our app and create an account. The Project Mover E‑Bikeshare app is available for Apple IOS and Android. Once you have downloaded the app you will just need to verify your phone number, enter your name and email address and agree to the terms of service. Our app requires access to your phone’s bluetooth, locations and camera. We also recommend that you verify your email address so that you may receive email receipts of your trips.

• How do I book a Project Mover E‑Bikeshare?

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  Once you set up your account, you can use the app to find and scan an available bike. The QR codes that you can use to scan and book your bike are located on the lock of the bike, as well as the small plate between the handlebars. You will need to have a valid credit, debit card or prepaid cash card on your account to rent and ride an e‑bikes.

• How do I unlock a Project Mover E‑Bikeshare?

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  After you’ve scanned the bike, tap on the unlock button and the rear wheel lock will open. Be sure to secure the end loop of the lock cable to the hook under the bike seat to keep the cable from tangling in the rear spokes during your ride.

• Is there anything else I should do before riding a e-bikeshare bike?

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  Before beginning a trip, use the app to identify a convenient hub location to end your ride. All e-bike trips must end at a Project Mover E‑Bikeshare hub or rack. If needed you can adjust the seat height for comfort. Always be sure to test the brakes before going on your way and don’t forget to wear a helmet.

• How do I end my trip?

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  To end your trip, ride to your chosen hub and use the available racks to lock up your bike. Wrap the cable around the rack and insert the end loop into the wheel lock. Once the end loop is inserted, close the lock ring using the tab on the left side. The app will verify that you are within a hub, and that the bike is locked. Choose to end the trip in the app and you will be prompted to take a photo of the parked bike. Please make sure the photo is taken from the rear of the bike, clearly showing the cable wrapped around the rack and inserted in the closed wheel lock.

• How much does it cost to use a Project Mover E‑Bikeshare?

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  Our standard rate is Pay as You Go. With this rate plan, you pay $1.00 to unlock the bike and are charged $0.20 per minute for use.

  The Monthly membership is $20 per month. This membership includes 30 minutes of free ride time per day and no unlock fees. If you go over your daily minutes you will be charged a prorated fee of $0.20 per minute. Please note that there is no roll over of unused daily free minutes.

  There are also discounted memberships for community members experiencing financial hardship. For more information on eligibility and how to apply, please check the Income Qualified Membership section.

• How do I pay for a Project Mover E‑Bikeshare?

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  There are multiple ways to pay for an e-bike:

  • Credit card
  • Debit card
  • Cash card

  If you don’t have a credit or debit card, you can use a cash card (prepaid reloadable debit card) to access an e-bike. Cash Cards are similar to debit cards and can be used for many different purchases. You can purchase and add money to cash cards from many different stores.

  Cash or gift cards are NOT accepted.

• What is a hub?

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  Hubs or Racks are clearly marked with Project Mover E‑Bikeshare branding for easy identification. E-bikeshare hubs/racks are highlighted on the service map in the Project Mover E‑Bikeshare app. All trips must end within a hub.

• What is the service area?

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  The service area is the bordered zone on the App. Bikes left unattended outside of the service area are subject to higher penalty fees.

• What if I have questions or issues?

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  You may contact us via support@projectmoverbikeshare.com or by tapping the “?” icon in the bottom right of the app.

Advanced

• How long does the boost last on a fully charged Project Mover E‑Bikeshare?

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  Depending on the weight of the rider and elevation changes of the ride, the boost should last anywhere in between 30 to 40 miles.

• Do Project Mover E‑Bikeshare e‑bikes work when the battery loses its charge?

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  Project Mover E‑Bikeshare e‑bikes are designed to be ridden as a normal pedal bike should the boost run out. It is not as easy a ride without the pedal assist, but it will still get you around town.

• Can I make a mid trip stop outside of a hub?

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  Yes, just be sure to secure and lock the Project Mover E‑Bikeshare to a bike rack but do not end the trip in the app. While the bike is locked, no one else can book the bike but you will be charged normal usage rates. After you have run your errand, choose to unlock the bike in the app to ride to your destination hub.

• Can I ride outside of the service area?

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  Yes, you can ride any Project Mover E‑Bikeshare bikes outside of the service area. However, you are responsible for returning the bike back inside of the service area to properly lock at the end of your trip (this applies to e‑bikes that run out of boost also). Bikes left unattended outside of the service area are subject to penalties.

• How old do I have to be to ride an e-bikeshare bike?

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  Participants of the e-bikeshare program must be at least 18 years of age to join.

• Why do I have to take a picture at the end of my trip?

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  We ask riders to take a picture at the end of their trip to ensure that the bike is properly secured to a bike rack and responsibly parked out of the public’s right of way.

• Do I take a picture of the QR code at the end of my trip?

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  No, we do not want a picture of the QR code. Please take a photo from the rear of the bike clearly showing the tether wrapped around the bike rack and inserted in the closed wheel lock.

• Can I lock the bike without wrapping the tether around a bike rack?

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  No, you must always use the tether to secure the bike to a bike rack before locking. Bike left locked without the tether wrapped around a bike rack may be subject to penalty fees.

• How can I review my trip charges?

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  To receive email receipts of trip charges, you need to verify your email address.

• How do I verify my email address?

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  To verify your email address, tap on “Email verification” in the upper left corner of the app. Tap on “Send verification code”. The next screen will provide you with the field to enter the code. You will be sent an email verification code to the email address on file. Enter that code in the field provided in the app, and moving forward you will receive trip receipts after each of your rides.

• Is there a minimum or maximum height?

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  With our adjustable seats, our bikes can be ridden comfortably by anyone between 5’ and 6’5”

• Is there a maximum weight limit?

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  We do not recommend riding our bikes if you exceed 250lbs.

• How much do the bikes weigh?

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  The Project MOVER e‑bikes that are part of the e‑bikeshare weigh 60 pounds.

• When does the Pilot end? What happens after the Pilot?

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  The pilot is slated to run from summer until winter 2024. After the Pilot, the Project Mover Team will be planning a full launch in the spring of 2025 that will incorporate other towns and villages.

Troubleshooting

• What do I do if the bike I book does not unlock?

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  Unlocking issues can be caused by spoke pressure on the lock or a connection error between the app and bike’s lock. Should you have an issue unlocking a bike in the future, please do the following:

  • Make sure the wheel lock is not resting against one of the spokes on the rear tire. If it is, turn the rear wheel slightly to move the spoke away from the lock.
  • If the wheel lock is not resting against a spoke and the lock will not release after two attempts to unlock, end your trip. As long as the bike is locked and the trip is only a few minutes long, you will not be charged for the booking.
  • Attempt to re-book the bike, or if another bike is available nearby, book that one instead.

• What do I do if there is a mechanical issue with the bike?

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  Please report any mechanical issues with the bike to customer support by tapping on the “?” icon in the lower right corner or the app. If the mechanical issue makes the bike unsafe to ride, please lock the bike to the nearest available bike rack and notify support. Please note, the loss of pedal assistance is not a mechanical issue.

• What do I do if the bike loses pedal assistance?

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  Fortunately, our bikes are designed to be ridden as regular pedal bikes. If you do not wish to continue your trip without pedal assistance, ride to the nearest hub to end your trip and locate a new bike to book.

• What do I do if I am ending a trip at a hub but the app is saying I am not at a hub?

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  The app uses your phone’s GPS location when ending a trip. Make sure that the app has access to your location and bluetooth. If you are standing at the hub with the bike and the app is indicating that you are out of hub, tap on “Retry end trip” so that the app can recapture your location. This should fix the issue. If it does not after three attempts, notify customer support by going back to the map view in the app and tapping on the “?” icon in the lower right corner. You do not need to stay with the bike. We will be able to end the trip for you and make adjustments to the trip cost to match the lock times.

• What do I do if I cannot lock the bike?

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  If you are trying to end your trip but cannot close the wheel lock, first make sure that the spokes are not blocking the lock ring. If the lock ring is reaching the other end of the lock, but not clicking in place, tap on the “Recalibrate” button. Wait for ten seconds and then try locking the bike again. If this does not work after three attempts, notify customer support by going back to the map view in the app and tapping on the “?” icon in the lower right corner. Our fleet team will be dispatched to secure the vehicle. You do not need to stay with the bike. We will be able to end the trip for you and make adjustments to the trip cost.

• What do I do if I cannot upload the end of trip photo?

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  Please make sure that the app has access to your phone’s camera. If you are unable to upload a photo after three attempts, notify customer support by going back to the map view in the app and tapping on the “?” icon in the lower right corner. We will be able to end the trip for you. We recommend taking a photo of the bike as you parked it in case we have any additional questions.