Pre-Ride Guide
Cargoroo by MOBY
Everything you need to know before, during and after your ride.
Start Ride
Make sure the bike's display screen is turned on. If the bike is asleep, it can't connect to the app and your rental may fail. Press the power button on top of the display to wake it, then try starting your ride again.
Parking Rules
- Return the cargo bike to its original pick-up location.
- Close the lock and upload a photo to end your ride.
- ⚠️ Failure to return to the original location may result in a fine or account suspension.
Ride Costs
Utrecht
€0.11 / minute
The Hague
€0.09 / minute
Costs apply continuously, even when paused.
- Minimum wallet balance to start a ride: €5
- Minimum wallet top-up amount: €15
💡 Tip: Top up your wallet to cover ride costs
- Top up €30 and get €2 bonus credit instantly
- Top up €50 and get €5 bonus credit instantly
- Top up €100 and get €10 bonus credit instantly
Pay With
Safety First: All cargo is precious
Some practical tips to help and keep you safe on the road.
Your braking distance is longer
The more cargo you have, the longer your braking distance. Plus, you're even taller. So look ahead and brake on time.
Pay attention to the traffic rules
You are tall and you are fast. Not everyone expects that, so stick to the traffic rules. They are the same as for a normal bicycle.
Lock it up — everywhere.
Thieves also know: an e-cargo bike is not cheap. If you put it somewhere during your rental, lock it.
Adjust the saddle before you ride away
The correct height of the saddle is at hip height if you are standing next to it. Set it before you ride away, then you have more control and more power.
FAQ
＋Problems Starting a Ride?
QR code doesn't scan
- Try entering the bike number manually (format: 0000).
Lock doesn't open
- You'll hear a mechanical sound when the lock tries to open. Within 30 seconds, pull up the gray or orange handle.
- The lock may be caught behind a spoke — try pulling the lever again once you hear the sound.
Still can't start? Try these steps:
- Pause and resume the ride in the app.
- Restart the app.
- Restart your phone.
- Make sure you're using the latest version of the app (update in the Play Store or App Store).
👉 If none of these work, you can end the ride attempt and request a refund.
＋Problems During the Ride
No pedal assist
- Check if the display on the bike is turned on. If not, press the button on top of the display.
Can't pause the ride
- Make sure you're inside the service area.
- Check if the display is on — press the button if it isn't.
Can't unpause the ride
- Ensure the display is on by pressing the button, then try again.
- Restart the app if needed.
＋Problems Ending the Ride?
How to end the ride
- Swipe the "End Ride" button to the right.
- Rides cannot be ended while paused — resume the ride with the play button first.
Communication error
- Check that the bike display is on. If not, press the button and try ending the ride again.
Lock won't close / lever stuck
- Make sure no spokes are blocking the lock.
- When the locking animation appears, push the lever fully down.
- If the lock attempt fails, cancel it and swipe "Lock Bike" again. You'll have 30 seconds to close the lock.
Designated parking spot
- You can only end the ride in the blue parking zone where you started. Use the app's navigation pop-up if you're not nearby.
Other steps if the ride won't end:
- If the bike animation keeps running: force close and restart the app.
- Restart your phone.
👉 If the issue persists, please start a live chat with us and we'll help you immediately.
＋Problems Finding Bikes
- If a bike is already rented, it won't appear in the app. We're currently live in Utrecht and The Hague, with more cities coming soon.
- In Utrecht and The Hague, our fleet is being rolled out gradually. You may not see a bike nearby yet, but the number will increase steadily — 90 bikes will be available by the end of this month, and 150 by next year. If you don't see a bike in your area right now, check back regularly as new bikes are being added to the streets.
＋How do I contact you?
By e-mail: cargoroo@mobybikes.com
(Include a short description + photos if possible)
Need Help?
Go to Help in the app menu. If you experience an issue during your ride:
- Park the bike in a suitable location
- Lock it securely