My Zoomo bike is locked and I cannot unlock it from the App
ℹ This usually occurs when the Zoomo Bike has been previously locked, and you cannot unlock it from the MyZoomo App. If your bike is locked or is slow and you didn't lock it, it might be because it was remotely restricted due to overdue payments.
This is usually a result of three main reasons:
Account with Overdue Payments: Failure to update payments on the account can initiate a bike lock. If your account has outstanding invoices, you will not be able to unlock the bike.
Poor Cell Signal: Weak signal strength can prevent the bike from receiving unlock commands from the app.
Low Battery: An insufficiently charged battery can disable system functionalities.
How to unlock the bike
Log in to the MyZoomo App.
Go to the payments section and pay any outstanding invoices on your account.
Once all invoices are paid, our system will automatically update the bike's speed and unlock it. This can take up to two hours.
If your bike remains locked and you are unable to unlock it after two hours, you likely need to charge your battery. Please ensure your battery is fully charged and correctly installed.
Option 1: I can charge my Main Battery
To fix the problem:
Disconnect your Main Battery from the frame of the Zoomo Bike
Charge your Main Battery until the light turns BLUE
Insert your Main Battery into the Zoomo Bike
Press the Main Battery Power button to ON
Allow your Zoomo Bike to charge for a minimum of 30 minutes
Unlock the Controller by swiping your Key Fob over the display
Attempt to Unlock your Zoomo via MyZoomo App
This allows your Main Battery to charge the secondary internal backup-battery to a sufficient percentage. This will then turn-on and attempt to communicate to Zoomo directly. If this process works, your Zoomo Bike will have enough battery to receive commands from MyZoomo.
Option 2: I cannot charge my Main Battery...
If you're unable to charge your Main Battery immediately - you may still face this problem.
To fix the problem:
Insert your Battery Key into the Battery Lock
Unlock the Main Battery
Store the Main Battery somewhere securely
Proceed to ride the Zoomo Bike like a Push-Bike
Removing the Main Battery will override any anti-theft lock until you can sufficiently charge the Main Battery. If the fob key is lost, you can still use the bike manually by removing the battery and pedalling. Note that pedalling may require more effort, but removing the battery will reduce the bike's weight.
None of these options work for me...
If none of the above options work for you - please contact our Support Team directly, and we'll assist.
Preventative Measures for Future Locking Issues
Timely Payments: Ensure payments are made on time to avoid service restrictions or penalties.
Maintain Full Charges: Regularly check that your bike’s battery is sufficiently charged to meet operational requirements.
Stay Connected: Always park or use the bike in areas with strong network coverage to stabilize its connectivity and performance.