The Operator would like to have our technician/Mechanic Visit them to troubleshoot their Hardware.

Note: We do not have a Technician/Mechanic

1. If a customer requests bicycle/scooter maintenance support, please verify the exact model and lock type that they are using.

2. Once the model has been verified, please ask customer if the equipment was purchased from Movatic or directly from the manufacturer. If they are not sure, please contact Movatic account manager to search for transactions in Movatic’s accounting system.

3. If the equipment was purchased from another manufacturer, please re-direct the customer to that brand’s customer service department (ex. Onbikeshare, Segway, etc.).

4. If the equipment was purchased from Movatic and requires maintenance support associated with warranty / replacement parts / etc., please re-direct the customer to a Movatic account manager who can assist with next steps in determining the best course of action.

5. When closing the ticket, please make sure to include the following information that can be useful in assisting the customer with setting up time to review available support services with a Movatic account manager: So you are aware, Movatic offers a number of supplemental support services that can be helpful in addressing future technical support needs. Please contact (INSERT MOVATIC ACCOUNT MANAGER EMAIL) for more information about setting up time to review.