General Questions for System Admins

How does the amount of units I get billed for get counted?

Our software license pricing is based on the amount of non-retired rentable units that are in each live system (not in "Demo" mode) during a billing cycle. A rentable unit is any unit that can be directly rented by a user. For example, in a bike share system, the bikes are rentable units but the locks are not, so only the bikes get counted.

Any units that you wish not to be billed for must be set to "Retired" status. If you want to retire an entire system, reach out to [e-mail]

Some units are subject to additional fees on top of the software license cost, even non-rentable ones. For example, units that have a data plan or depend on a third-party paid service to function might be subject to additional fees. Reach out to your account manager or to [e-mail] if you have any questions.

What happens to users if I archive a membership?

1. If the membership is free, then it will cancel all of the user memberships right away.

2. If the membership is a paid membership, they’ll be able to use the membership for the rest of the paid term, but won’t be able to renew afterward.

The outcome will depend on if the membership is a free membership or a paid membership.

How can I fix an incorrectly spelled name in the system?

Where can I find a sample user agreement for my system?

Refer to our User Agreement and Waiver section for a standard user agreement to review and modify for your system.

I'm having trouble signing into the app with an international number. What can I do about it?

From the first screen of the app where you are prompted to enter your phone number, select the drop down to the left of the text input field, where you may select the appropriate country. If for some reason your country is not listed, please reach out to [e-mail] and include the name of the country to be added to the drop-down list.

Existing customers who would like to improve the translations of a specific language may also reach out to our support team to coordinate meaningful updates to the translations, helping us ensure a good experience for existing and future customers.

Why do I receive an error when I scan a QR code?

If you’re receiving an error message when attempting to scan a QR code, take a screenshot for our customer support team to view the specific type of error you're receiving and provide additional details, such as the system you're attempting to rent from and the number associated with the unit.

When you have all of these details together, please send them to [e-mail] for review.

Help! I've misspelled the system name/location name/membership name. What can I do?

All you need to do is reach out to [e-mail] with the incorrect spelling and the correct one, and we'll get it taken care of for you!

I'm a little confused and trying to reconcile a payout. Can you help?

If you have a system billing issue and aren't quite sure what is included in a payout, you should first try to resolve using the Billing exports. If you are still left with questions, reach out to [e-mail] with what you're running into and we'll assist as we can.

One of my users is requesting for us to delete their information. What do we do?

The process typically involves a few steps to verify the request and ensure the security of the user's information. This functionality aligns with our commitment to offering users a seamless and user-centric experience, giving them the freedom to manage their accounts in a convenient manner directly through the app.

How long does it take for a refund to process? Same with hold funds that are returned?

Great question! After the refund/canceled hold, it typically takes 5-7 business days per Stripe and is greatly influenced depending on the user's bank.

Where can I find your terms of service/privacy policy information?

You can always refer to legal.movatic.co for this information.

What languages do you support on the user app?

Thanks for asking! We are able to support 103 languages. You can see the list full below:

Afrikaans, Albanian, Amharic, Arabic, Armenian, Azerbaijani, Basque, Belarusian, Bengali, Bosnian, Bulgarian, Burmese, Catalan; Valencian, Cebuano, Central Khmer, Chichewa; Chewa; Nyanja, Chinese (PRC), Corsican, Croatian, Czech, Danish, Dutch; Flemish, Esperanto, Estonian, Finnish, former Hebrew, French, Gaelic; Scottish Gaelic, Galician, Georgian, German, Greek, Gujarati, Haitian; Haitian Creole, Hausa, Hawaiian, Hebrew, Hindi, Hmong; Mong, Hungarian, Icelandic, Igbo, Indonesian, Irish, Italian, Japanese, Javanese, Kannada, Kazakh, Kirghiz; Kyrgyz, Korean, Kurdish, Lao, Latin, Latvian, Lithuanian, Luxembourgish, Letzeburgesch, Macedonian, Malagasy, Malay, Malayalam, Maltese, Maori, Marathi, Mongolian, Nepali, Norwegian, Panjabi; Punjabi, Persian, Polish, Portuguese, Pushto; Pashto, Romanian; Moldavian; Moldovan, Russian, Samoan, Serbian, Shona, Sindhi, Sinhala; Sinhalese, Slovak, Slovenian, Somali, Sotho - Southern, Spanish, Castilian, Sundanese, Swahili, Swedish, Tagalog, Tajik, Tamil, Telugu, Thai, Turkish, Ukrainian, Urdu, Uzbek, Vietnamese, Welsh, Western Frisian, Xhosa, Yiddish, Yoruba, Zulu.

How can I see the amount of taxes owed?

Great question! This needs to be handled by the operator themselves. As an operator, you're able to set the tax percentage for your system and this is broken down in the rental export (tax_rate and tax_amount) where you're able to get all of this information for tax purposes.

I'm just getting set up on my system, not quite ready to launch the system yet. How do I handle that?

When a system is first created, it's usually set on Demo mode. You'll be able to see this when you're in Settings because it will say "This system is a demo system and is not visible without a membership. Please contact your setup partner to activate this system." there. If it says this, you're good! Just email [e-mail] before you're ready to launch and disable the demo feature.

If it doesn't say this but you aren't ready to launch yet, reach out to [e-mail] with the name of your system and we'll set it up for you.

What type of notifications does a user receive?

For user notifications, they receive the following notifications:

• Rental receipt via email
• Refund receipt via email
• Membership approval/rejection via email
• Rental ended by Admin via push notification on phone
• Rental length warning exceeded via push notification on phone
• Email when Customer Support responds

We'll be adding more with examples. Stay tuned!

What happens with a failed charge?

If a charge fails, the user will go into a delinquent state and cannot do a rental until a new payment method is added. When it is added, any failed charges will be retried.

How to request PCI Compliance?

You may reach out to the Customer Support team at [e-mail] to acquire the PCI Compliant Certificate.

How to change the location of a hardware unit?

Go to the hardware detail page and click "Edit". On the edit page, you will be able to select a new location from the drop-down of locations. Once you have selected the correct location, click submit. For more information about changing the location of a hardware unit, click here.