Movatic Docs
  • Intro
  • Movatic Global Reach
  • Getting Started
    • New Customer Setup Options
      • Purchase Your Fleet
    • Admin User Setup
      • Admin Permission
    • System Access
    • Terms of Service
    • Personalized Branding
    • Mode of Payment for System Administrators
  • Admin Site
    • Systems
      • Creating New Systems
      • Testing a New System
        • How to Start a Test Rental on a Demo System
      • Understanding Demo Mode
    • Dashboard
    • Users
      • Add Users
      • User Details
      • Banning a User
      • User Memberships
      • Payment Information
      • Additional User Charges
      • RFID Cards
      • User Rentals
        • Start a rental for a user
      • User Transactions
      • Adding User to a Paid Membership
    • Rentals
      • Rental Details
      • Transaction Details and Credit Card Hold
      • Refunds
      • Support Tickets
      • Unlock Logs
      • Event Logs
      • Tutorial Screens
      • End Rental for a User
      • Export rentals trip path data
      • Active Rentals
    • Hardware
      • How to change the location of a hardware unit?
      • Buy Hardware
      • Add a New Hardware
        • Edit a Hardware
      • Hardware Details
      • Hardware Transfer
      • Add QR Codes
      • Assignments
      • Bike Rooms
      • Kayaks
      • Locks
        • Supported Locks
          • AXA Locks
            • AXA Lock Pin Integration Issues
          • HD Noke Padlock
          • Movatic BLE Controller Board
          • OMNI Ring Lock
            • OMNI Ring Lock Debugging
            • OMNI Ring Lock APP Experience
          • Desi Utopic Lock
        • Bluetooth Locks Setup
      • Bike Lockers
      • Racks
      • Batteries
      • Scooters
        • Details Page
          • Edit a Scooter
        • Supported Scooters
          • Segway Scooter
          • ACTON Scooter
            • OMNI Scooter Debugging
          • OMNI IoT Scooter
            • OMNI IoT Scooter Debugging
        • Scanning
        • Unlocking Scooters Remotely
        • Uploading Scooters in Bulk
        • Scooters Offline: Troubleshooting Protocol
      • SIM Cards
        • Twilio Process for Activating SIM Cards
      • Hardware Debugging
    • Locations
      • Zones
      • Private Locations
    • Support Tickets
      • Reporting a Problem
      • Tickets Tags
      • Customer Support User Experience
      • Support Summary
    • Maintenance
      • Maintenance Tags
      • Filter by location
      • Types of Maintenance Ticket
      • Creating a Maintenance Ticket
      • Hardware Maintenance Support
      • Tickets Tab
    • Memberships
      • Add a membership
      • Add a Membership for a User
      • Archived Memberships
        • Users on Archived Membership
      • Authorization Types
        • Membership Authorization User Experience
      • Approve or Reject Pending Membership Requests
      • Canceling a membership for a User
      • Pricing Options
      • Edit a Membership
      • Required Documents
    • Billing
      • Pending Charges
      • Rates
      • Coupons
      • Transactions
      • Fees
      • Disputes
      • Holds
        • How to Add a Credit Card Hold
      • Wallet
      • Issuing Cards
        • Fund Balance
        • Request a New Card
      • Failed Charge
      • Tax Percentage
    • Settings
      • General
        • Updating Your System's Name
        • System Status
        • System Time Zone
        • Live System to Demo Mode
      • Rentals
        • Grace Period
        • Rental Warning Length
        • Max Open Rentals
        • End Rental Website
      • Operating Hours
      • Open Data
      • Billing
        • Setting up Stripe
        • Updating Stripe Bank Information
          • Updating Bank Account Information
        • Missing Stripe Information
        • Updating Statement Billing Descriptor
        • Charge Review Threshold
      • Branding
        • User Experience Branding
      • Terms of Service
        • Example TOS
      • System Admins
        • How to Update Movatic Password for System Admins
    • About Me
    • Exports
    • Debugging Common Issues
  • Movatic APP
    • Universal Links / QR codes
    • User Account
      • Account Setup
      • Modify Account
      • Delete Account
    • Rentals
      • Start a Rental
        • Hardware Selection Screen
        • Identify Bikeshare Program Details
        • How to Troubleshoot Basic App/Rental Issue
      • End a Rental
        • Report a Problem
        • Error Ending the Rental
      • BLE Rental
      • Keybox Rental
      • Scooters Rentals
      • Rental History
      • Max Open Rentals
      • Scanning a QR code Issues
      • Active Rentals
    • Memberships
      • Add a Membership
      • Cancel a Membership
    • Coupons
    • Payments
      • Adding a Payment Method
    • Report a Problem
  • Branded Apps
    • New Users for Branded Apps
  • FAQ
    • General Questions for System Admins
      • How to Setup and Test New system
      • How to Activate a System
      • Supported Languages
      • Where can I find your terms of service/privacy policy information?
      • What happens with a failed charge?
      • One of my users is requesting for us to delete their information
      • What Languages do you Support on the User App?
      • How to Change the Location of a Hardware Unit?
      • How to Set Tax Percentage for your System
      • What Happens to Users if I Archive a Membership?
      • Where can I Find your Terms of Service/Privacy Policy Information?
      • How to Update the Name of a System?
      • I'm just getting setup on my system, and not quite ready to launch the system yet
      • Why do I Receive an Error when I Scan a QR Code?
    • General Questions for Users
      • How to Troubleshoot Basic App/Rental Issues
      • Unable to Lock or Unlock a Hardware
      • Unable to End a Rental
    • Glossary
Powered by GitBook
On this page
  • How does the amount of units I get billed for get counted?
  • What happens to users if I archive a membership?
  • How can I fix an incorrectly spelled name in the system?
  • Where can I find a sample user agreement for my system?
  • I'm having trouble signing into the app with an international number. What can I do about it?
  • Why do I receive an error when I scan a QR code?
  • Help! I've misspelled the system name/location name/membership name. What can I do?
  • I'm a little confused and trying to reconcile a payout. Can you help?
  • One of my users is requesting for us to delete their information. What do we do?
  • How long does it take for a refund to process? Same with hold funds that are returned?
  • Where can I find your terms of service/privacy policy information?
  • What languages do you support on the user app?
  • How can I see the amount of taxes owed?
  • I'm just getting set up on my system, not quite ready to launch the system yet. How do I handle that?
  • What type of notifications does a user receive?
  • What happens with a failed charge?
  • How to request PCI Compliance?
  1. FAQ

General Questions for System Admins

PreviousFAQNextHow to Setup and Test New system

Last updated 11 months ago

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 support@movatic.co

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 support@movatic.co if you have any questions.

  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.

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

Refer to our 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?

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.

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.

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

All you need to do is reach out to support@movatic.co 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 support@movatic.co with what you're running into and we'll assist as we can.

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.

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?

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 support@movatic.co 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 support@movatic.co 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:

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

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?

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 and include the name of the country to be added to the drop-down list.

When you have all of these details together, please send them to for review.

You can always refer to for this information.

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

via email

via email

n via email

via push notification on phone

exceeded via push notification on phone

You may reach out to the Customer Support team at to acquire the PCI Compliant Certificate.

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 .

What happens to users if I archive a membership?
How can I fix an incorrectly spelled name in the system?
User Agreement and Waiver
support@movatic.co
Why do I receive an error when I scan a QR code?
support@movatic.co
One of my users is requesting for us to delete their information. What do we do?
Where can I find your terms of service/privacy policy information?
legal.movatic.co
What languages do you support on the user app?
tax percentage
rental export
I'm just getting set up on my system, not quite ready to launch the system yet. How do I handle that?
Rental receipt
Refund receipt
Membership approval/rejectio
Rental ended by Admin
Rental length warning
Email when Customer Support responds
What happens with a failed charge?
support@movatic.co
How to change the location of a hardware unit?
here