# Intro

Introduction to the Movatic admin platform

Welcome to the Movatic platform! Use this operator guide to get familiar with the tools and features available to you so you can get a clear understanding of your account capabilities. You can access our Documentation by clicking the Documentation button located at the bottom left corner of the screen.

<figure><img src="/files/Li8yJGntxemOhzdIJavH" alt=""><figcaption></figcaption></figure>

## Key Features Include:

### Automated Management

Our management system saves you time by automating user registration, rentals and billing.

### Booking & Billing

Booking and billing features make accounting easy by allowing you to set and collect usage fees from users automatically.

### Real-Time Reporting

Real-time reporting keeps you up to date on system rentals, users, and any malfunctions. We make vital data and statistics simple to understand and easily viewable from your dashboard so you can keep your system managed at peak efficiency.


# Movatic Global Reach

Movatic operates globally, enabling micro-mobility solutions in various parts of the world. Our platform is designed to support operators and users across diverse regions and countries.

**Language Localization**

Movatic is accessible worldwide as it is translated into all languages using Google Translate. This ensures that users from different linguistic backgrounds can navigate and use the platform effectively. We are able to support **103** languages.

**Payment Processing with Stripe**

Movatic uses Stripe as its primary credit card processor. To integrate with our platform and facilitate transactions, operators need to have a legal entity established in a Stripe-supported country.<br>

&#x20;Here are the full list of the languages the app can support:

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.

\
\ <br>

<br>


# Getting Started

In this segment, we will guide you through the fundamental steps required to establish and manage the Movatic admin system.

After purchase, you'll need to provide an email for the setup lead. They will then receive an email to create a password and log in. Once logged in, the admin must complete various system setups, including:

1. [New Customer Setup Options](/quick-start/new-customer-setup-options)
2. [Admin User Setup](https://documentation.movatic.co/quick-start/admin-user-setup)
3. [System Access](https://documentation.movatic.co/quick-start/public-vs-private-system)
4. [Enter Terms of Service](https://documentation.movatic.co/quick-start/terms-of-service)
5. [Personalized Branding](https://documentation.movatic.co/quick-start/personalized-branding)
6. [Mode of Payment for Operators](https://documentation.movatic.co/quick-start/mode-of-payment-for-system-administrators)

{% hint style="info" %}
Lock modules will be automatically added before they are shipped to you. Once the locks arrive, they'll need to be made active.
{% endhint %}

<figure><img src="/files/qZCAnxJholEUUNDt85Ou" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
The descriptions and attachments are both optional, but it's highly recommended that you include as much detail as possible and a screenshot if applicable, that way we can find a solution to your issue as soon as possible.&#x20;
{% endhint %}

Also, be sure to check our [**FAQ section**](/faq) for any solutions as well. This will be periodically updated as new questions and solutions are sent our way.


# New Customer Setup Options

For new customers, we have 3 onboarding options (Plan can be upgraded later):

1. Create your own system for free: <https://admin.movatic.co/#/create-your-system> and Learn about the app through our documentation here: <https://documentation.movatic.co/>
2. $1,000: 2 set up appointments with our experienced team, to help get you started
3. $2,500: 5 appointments and free consulting throughout the year from our mobility industry experts

For questions, please contact [support@movatic.co](https://movatic.gitbook.io/movatic-customer-support/)


# Purchase Your Fleet

Quickly and easily purchase your fleet to rent or share through [Movatic's store](https://shop.movatic.co).&#x20;

<figure><img src="/files/KLjVK2ZqmJGpfnXOWmZz" alt=""><figcaption><p><a href="https://shop.movatic.co">https://shop.movatic.co</a></p></figcaption></figure>

Purchasing through Movatic's store ensures:

1. Your fleet will be configured and ready to work day one.
2. Simplifies warranty claim with a single source for hardware and software debugging.
3. On hand inventory to launch quickly.  &#x20;


# Admin User Setup

An admin user may be responsible for the upkeep, configuration, and reliable operation of the Movatic system. To create a new admin user, start by clicking [**Settings** ](/admin-site/settings)on the left side of the dashboard.![](/files/ryB9lcMjdTYGXZMNfYB4)

Click the [**System Admins**](/admin-site/settings/system-admins) tab, then click the **+ Add** button to the right of the tab.

<figure><img src="/files/UhpctHhz2gI0IfkTZbye" alt=""><figcaption></figcaption></figure>

Fill out the form and include the first name, last name, and email.

{% hint style="info" %}
You can input any email as long as the email domain is valid (Example: @gmail.com, @yahoo.com, etc.)
{% endhint %}

The Admin Permissions are up to the discretion of what you want each admin to have access to. Admin permissions will determine the pages a user has access to and what information they can modify on the site. By default, the Admin Permission is selected. If you would like to change any permissions, deselect this option first.&#x20;

{% hint style="info" %}
If all permissions are disabled, the admin user can only view the dashboard.
{% endhint %}

<figure><img src="/files/aZk3DC2pNG88jX32Ni2o" alt=""><figcaption></figcaption></figure>

Upon submitting the form, the new admin will be officially added to the system like the screenshot above. An email will be sent to the new admin user to set their password. Once their password is set, they will be able to log in using their new credentials.

![Example email](/files/-MjB8cb-j79Sv-dX4QxS)

Once the email is received, all they need to do is click "Set Password" and it'll direct them to the Admin dashboard to set a password. Once that is done, they'll be able to log in.


# Admin Permission

You have an option to set up what a user can manage on your account.

Admin Permission can be modified when you are adding a new user but can also be modified on an existing user by clicking their name under "System Admins".

<figure><img src="/files/osyIpwgf48fgHDOBW5tE" alt=""><figcaption><p>Modify an existing Admin</p></figcaption></figure>

### **Below are the permission you can select for each user and what they can do once they have this permission.**

**Admin**

* Create other admin users (if this option is selected then admin has all permissions)

**Users**

* Permission to manage users

**Rentals**

* Permission to end rentals and modify rental settings

**Hardware**

* Permission to create or edit hardware

**Locations**

* Permission to create or edit locations

**Customer Support**

* Permission to manage support tickets

**Maintenance**

* Permission to manage hardware tickets and logs

**Membership**

* Permission to manage user memberships

**Rates**

* Permission to create, archive, or edit rates

**Refunds**

* Permission to issue refunds to users

**Settings**

* Permission to edit and view settings

<figure><img src="/files/LjKDlrsenCy5YfNuNN9G" alt=""><figcaption><p>Adding an Admin</p></figcaption></figure>

{% hint style="info" %}
To Add a System Admin, refer to this documentation: [System Admins > Add and Admin](/admin-site/settings/system-admins)
{% endhint %}


# System Access

For **system access**, you have two options: a public system or a private system. This will determine how your users will have access.

A **Public System** allows any person with the Movatic app to use your system. This is commonly used for citywide ridesharing systems like tourism or recreational usage.

A **Private System** requires a user to have a membership of some type to have access to your system (members only). This is commonly used for apartment complexes, college campuses, or corporate campuses. However, public systems can utilize private options as well. For example, a college campus that allows ridesharing for all but gives exclusive discounts to college students on a specific membership.&#x20;

Check the [Memberships](/admin-site/memberships) section in the feature guide to learn how to setup different types of memberships for your system.

{% hint style="info" %}
If you're using a demo system, setting up a membership is **required** since demo systems aren't visible to other users. This will allow you to see your test locations and run test rentals from the app.
{% endhint %}

Once you've determined your system type, you'll have three authorization types to choose from. Those options can also be found in the Memberships section.

**Require Membership** must be checked in the settings to ensure that your system can only be used when a customer creates a membership to add to your system. You can find this by clicking the [Settings](/admin-site/settings) tab on the left-hand side of your screen.

{% hint style="warning" %}
Your system will not be visible to users until a membership is created and added to your system. A warning will pop up in the Settings tab as a reminder.
{% endhint %}

<figure><img src="/files/ECfv81NIebj6oCXuUZt0" alt=""><figcaption></figcaption></figure>


# Terms of Service

Every user has to agree to the terms of service before using the system. The terms of service will be displayed to them when first logging onto the app for their [initial rental](/movatic-app/rentals/first-rental).

![Example of how a user sees the Terms of Service on the App](/files/-MgwKsTPSKruY6Iovg4Q)

Alternatively, a user can also view the Terms of Service after they sign up by clicking on the 3 lines on the upper left and selecting Legal as shown below:

![](/files/-MgwLmR_lwBrp0pdGzRd)

### Steps on how to add **Terms of Service in admin**:&#x20;

<figure><img src="/files/h2wIG6nMVl3b5AgsuU83" alt=""><figcaption><p>Terms of Service on Admin</p></figcaption></figure>

1. Click [Settings](/admin-site/settings) on the left side of the dashboard.
2. Select Terms of Service tab.
3. Choose from a variety of options to enter your Terms of Service:\
   &#x20;• Type directly into the text box.\
   &#x20;• Copy and paste text directly into box.\
   &#x20;• Enter an external link by clicking on the link button.

{% hint style="info" %}
Your terms of service may serve well to be reviewed by a lawyer for local compliance. Keep in mind the things you may want to include in this section such as liability, theft, any damage policies, max rental lengths, or anything else that may be specific to your system.
{% endhint %}

When you are finished, be sure to click **Save Changes**. See an example of our Terms of Service [here](/admin-site/settings/terms-of-service/example-of-terms-of-service).


# Personalized Branding

**Branding** allows you to add personal touches to the system that are specific to your brand or company. It customizes the user's rental experience by making your system and brand easily identifiable when they're using the app by adding your logo and color preferences to their rentals. Upload a logo, banner, and toggle your branding colors to make this system your own!

Your system logo will appear in the top left corner of the screen, directly above the Menu options.

<figure><img src="/files/KSrPNtqNXwXCiIPgo03e" alt=""><figcaption></figcaption></figure>

## Upload a System Logo

1. Click on the box to the right of the test logo to upload a system logo. &#x20;
2. Select your logo image from your computer. We require 200px x 200px with a white background. The logo will be placed in a circle, so it should be centered to avoid cropping. <br>

{% hint style="info" %}
When you upload a logo, it will show an hourglass above it, which indicates that it will need to be approved by Movatic to ensure that it looks good across the system. The hourglass will change into a checkmark once it's been approved. Your logo won't show up on your dashboard till it's been approved.
{% endhint %}

\
**Approval Requirements**\
• No pixelation\
• Centered without any cropping\
• Not stretched<br>

3. When you've selected your logo, it will appear underneath the logo box to the left.
4. Click **Save Changes** after you are finished with your customization.&#x20;

## Upload a System Banner

Directly below the logo, you'll see an option to upload a banner.

<figure><img src="/files/INjkqUdejS1h8m2q5dIf" alt=""><figcaption></figcaption></figure>

1. Click on the box to the right of the test banner to upload a system banner. &#x20;
2. Select your banner image from your computer. We require a .png file  that is 900px x 300px.&#x20;
3. The logo will be placed in a circle, so it should be centered to avoid cropping. When you upload a banner, it will show an hourglass above it, which indicates that it will be pending approval. It's the same procedure that the logo requires.
4. When you've selected your banner, it will appear underneath the banner box to the left.
5. Click **Save Changes** after you are finished with your customization.&#x20;

## Branding Colors

Your branding colors will change the appearance to the users on your system which, for example, will be some select text, and some select buttons as seen below.

From the app, your system logo will appear next to its membership and when you select a rental.

![Examples of the areas that change based on your branding colors.](/files/-M3mDoVPXOJXT3ZGf7WA)

{% hint style="info" %}
To learn more about how your logo, banner, and branding colors show on the app, you can find more information in our [User Experience Branding Documentation](/admin-site/settings/branding/user-experience-branding).&#x20;
{% endhint %}


# Mode of Payment for System Administrators

This document outlines the accepted modes of payment for system administrators when engaging with our services. It is essential to adhere to the specified payment methods to ensure a smooth transaction process.<br>

### Accepted Payment Methods

1. **Stripe Account Payment:**
   * Systems administrators have the option to make payments using our Stripe account. An invoice will be generated, and admins can utilize the provided link on the invoice to make the payment securely through our Stripe payment gateway.<br>
2. **ACH/Check:**
   * Operators can opt to pay via ACH (Automated Clearing House) or by sending a physical check. Details for ACH transactions and check payments will be provided upon request.


# Admin Site

Welcome to the admin site!\
\
This is the website where you'll manage everything concerning your system(s).&#x20;

This documentation is intended to cover all the instructions and information you might need in order to manage your system(s). We are always improving this documentation and keeping it up to date, but if you notice something is missing please reach out to us by sending an email to <support@movatic.c>&#x6F;*.*


# Systems

A system is an entity that contains all the information needed for us to enable you a space where to manage your assets. You might have one or multiple systems and to switch between them you just need to click the system's name and a list of your systems will be displayed for you to choose from.&#x20;

<figure><img src="/files/8dJWA7hpUds1JBPBuuFg" alt=""><figcaption></figcaption></figure>


# Creating New Systems

To create additional systems, click the name of your current system and it will pull up **Your Systems** where it will display a list of all the existing systems that you have access to. From here, you can click the **+Add** button. The ability to create a new system is only available to partners.

{% hint style="info" %}
For lengthy system lists, you can narrow down your options by typing keywords into the search bar.
{% endhint %}

<figure><img src="/files/UrekmG0twfxjCizrkspo" alt=""><figcaption></figcaption></figure>

When you click **+Add** button, you'll pull up a new box to fill out all the new information that will be associated with the new system.&#x20;

Enter a system name, which will generally be the name of your company or organization.

1.Select your country from the drop-down list. In the event that your country isn't listed, contact <support@movatic.co>.

2.Your partner will be the partner you are working with. Movatic is listed at the top, as it's the most commonly selected option.

3.Select your mobility type: Bikes, scooters, bike lockers, and more.

4.Enter the first name, last name, and email of the initial admin for the new system. When you're finished, click submit.

{% hint style="info" %}
New systems used solely for demo purposes will check the box below the Vendor option.
{% endhint %}

<figure><img src="/files/5jLhMd9uVK75wQlT6vdW" alt=""><figcaption></figcaption></figure>

Users will be able to view your system from the map by clicking on your location mark. Selecting the location mark reveals your system's name, the number of available hardware for rental, system status, rates, maximum rental duration, and an option to select hardware for rental.

<figure><img src="/files/OG7HcfRYu9xYZeEPJhX7" alt=""><figcaption><p>User's Map</p></figcaption></figure>

<figure><img src="/files/U4wRVy6Ga8TMoel0b1aM" alt=""><figcaption><p>User clicks the Location mark</p></figcaption></figure>


# Testing a New System

To successfully setup and test your new system at your company, please follow the steps outlined below:

1. Create a [new hardware](/admin-site/modes/add-a-new-hardware) for your system based on its specific type.
   * Ensure that all required [assignments](/admin-site/modes/assignments) are accurately made.
2. Generate a free [membership](/admin-site/memberships) for the system. By default, new systems operate in demo mode and require memberships. You can identify if your system is in demo mode by checking the settings, where you will encounter the following warning message: *"This system is a demo system and is not visible without a membership. Please contact your setup partner to activate this system."*<br>

   <figure><img src="/files/CTF1CVjZlCRzscI9T6Ub" alt=""><figcaption></figcaption></figure>
3. Please contact your setup partner to activate this system.
4. If you haven't already done so, [register](/movatic-app/user-account/account-setup) for the [Movatic mobile app](/movatic-app).
5. Once you have logged into the app, [add the new membership](/movatic-app/user-membership-on-users-page) to your account.
6. Attempt to initiate a [new rental ](/movatic-app/rentals/first-rental)to test the functionality of the system.

By following these steps, you will be able to add resources to your new system and perform a comprehensive test to ensure everything functions as expected.

{% hint style="info" %}
Before proceeding with the steps mentioned earlier, it is crucial to review our [documentation](/admin-site/modes) regarding your specific hardware type. Familiarize yourself with the instructions provided to ensure a smooth setup process. Additionally, we recommend reading our [hardware debugging](/admin-site/modes/hardware-debugging) steps to troubleshoot any potential issues that may arise during the system configuration.
{% endhint %}


# How to Start a Test Rental on a Demo  System

This guide will walk you through the necessary steps to start a test rental after creating your own system in the app. Please follow the steps outlined below:

\
[Create a Membership](https://app.gitbook.com/o/-M1gT-6NDxefL_b0MYfd/s/xId4PbGGTlBib03KztrO/admin-site/memberships/creating-a-membership):

Begin by creating a membership by following the steps outlined in the membership creation process. Ensure that all required details and information are accurately provided during this step.

[Join the Test Membership](https://app.gitbook.com/o/-M1gT-6NDxefL_b0MYfd/s/xId4PbGGTlBib03KztrO/movatic-app/user-membership-on-users-page/add-a-membership):

After successfully creating a membership, join the test membership you've just created. This step is crucial as it allows you to associate your system with the test membership.

[Start a Test Rental:](https://app.gitbook.com/o/-M1gT-6NDxefL_b0MYfd/s/xId4PbGGTlBib03KztrO/movatic-app/rentals/first-rental)

Once you have joined the test membership, you are now ready to start a test rental on your system. Navigate to the app's interface and follow the appropriate steps to initiate the test rental. Ensure that you follow any specific guidelines or instructions related to initiating a [test rental](/admin-site/systems/testing-a-new-system).

<br>


# Understanding Demo Mode

This guide is designed to provide operators with a comprehensive understanding of Demo Mode within the Movatic software—a crucial tool for testing and familiarizing yourself with the software before launching your system.

**What is Demo Mode?**\
\
Demo Mode in the Movatic software is a simulated environment that allows operators to test and explore the system's functionalities without affecting actual rental operations. It is an invaluable resource for becoming acquainted with the software and ensuring smooth operations once your rental fleet system is live.

<figure><img src="/files/h3c3BOxhJInQQKRBx1uZ" alt=""><figcaption><p>Demo mode toggled On</p></figcaption></figure>

**How to Identify Demo Mode**\
\
When you first create a system in the Movatic software, it is automatically set to Demo Mode. You can easily identify if your system is in Demo Mode by checking the Settings, where it will be indicated as follows:

*"This system is a demo system and is not visible without a membership. Please contact your setup partner to activate this system."*

<figure><img src="/files/dtSCHhJBeAj5EvUAfLrS" alt=""><figcaption></figcaption></figure>

This message acts as a signal that you are operating within the Demo Mode.

\
**Key Features and Benefits of Demo Mode:**

* Safe Testing Environment: \
  Operators can freely experiment and familiarize themselves with the software's various features without the risk of affecting live rental operations.<br>
* No Actual Transactions: \
  Any actions or transactions performed in Demo Mode do not have real-world consequences, making it ideal for training and learning.<br>
* Understanding Functionality: \
  Operators can easily navigate different sections of the system, making it easier to setup and manage efficiently.<br>

**Exiting Demo Mode:**

When you're ready to transition from testing to live operations, contact our Support team at <support@movatic.co>. We will guide you through the process of switching from Demo Mode to a fully operational system.

Once your system exits Demo mode, it will be officially launched and visible to users. They can now view your system on their map, view station information, view rental details, and start rentals with your system.

<figure><img src="/files/X589XUNKQ0CqTXjp31MA" alt="" width="375"><figcaption><p>Map</p></figcaption></figure>

<figure><img src="/files/VsKfdec8mMmsazHXQ4XV" alt=""><figcaption><p>Station Information</p></figcaption></figure>

<figure><img src="/files/t34B8cU3R53GLBJ1YfLx" alt=""><figcaption><p>Rental Details</p></figcaption></figure>

```
```


# Dashboard

The **Dashboard** is your home screen, which gives you a comprehensive overview of key system details. At the top of your screen, you'll see any active rentals, total rentals to date, total users in the system, and available hardware. You can click on each box to see more information.

Your stations' locations and, if applicable, the Zones are displayed on the map. [**Zones** ](/admin-site/locations/zones)are predetermined boundaries that have been set to identify the areas where bikes can be parked following a rental.

{% hint style="info" %}
Zones do not apply to dock- or rack-based systems, but are limited to those where rentals aren't required to end at a dock.
{% endhint %}

<figure><img src="/files/P4r7jsLEjEVWPTwrWVAA" alt=""><figcaption><p>Example of Scooter System Map</p></figcaption></figure>

You can zoom in or out of the map by clicking the + or - signs on the upper left corner of the map, or you can use the scroll wheel up or down on your mouse. The red lines you see on this map indicate the systems' **zone boundaries**.

You can click on each location from the map for more information. Alternatively, the [**Locations** ](/admin-site/locations)tab on the left navigation pane will direct you to the list of stations.

<figure><img src="/files/ZWxsGFBoVxeZBeypwKNy" alt=""><figcaption><p> The transparent shapes you see on this map indicates the system's zone boundaries.</p></figcaption></figure>

Below the map, you can see the average and total volume trends with options to select from a Monthly or Yearly view.&#x20;

Selecting the Monthly option will direct you to view the **Rentals Per Day**, **New Users Per Day**, and **Duration of Rentals**.&#x20;

The Yearly view, on the other hand, will show you the break down of **Rentals Per Month, New Users Per Month**, and **Duration of Rentals**.

You can hover your mouse over any of the chart's data points to get specific information.

<figure><img src="/files/4Da8vabLmcUzkpa74Q0p" alt=""><figcaption><p>Dashboard Metrics: Rentals Per Month</p></figcaption></figure>

<figure><img src="/files/jOVcZPMzup88YRRvM7A6" alt=""><figcaption><p>Dashboard Metrics: New Users Per Month</p></figcaption></figure>

<figure><img src="/files/7b6lnlHVRRP6KjNo2Dnu" alt=""><figcaption><p>Dashboard Metrics: Duration of Rentals</p></figcaption></figure>

[Zones ](/admin-site/locations/zones)are not displayed in the Movatic App. This is the user's view of the Map.

<figure><img src="/files/AlaR6hpmqPCvlupNN9PA" alt="" width="375"><figcaption><p>Movatic App > Map</p></figcaption></figure>


# Users

The **Users** section displays the name, phone number, email address, and date joined of each individual user in your system.

You can utilize the search bar to look for a user by typing in the name or email address.

Select the name to view [additional information](/admin-site/users/user-details) including the Basic Details, User Memberships, Payment Information, Reported Problems, and User RFID Cards.

{% hint style="info" %}
All of this data can be exported into a CSV file by clicking the **Export** button in the upper right hand corner of the screen.
{% endhint %}

<figure><img src="/files/u2cVGHrlxd52gCcHZqoj" alt=""><figcaption></figcaption></figure>


# Add Users

There are three ways to add a user to your system:

* [bulk](https://documentation.movatic.co/admin-site/users/add-users#adding-users-in-bulk) upload
* [individual ](https://documentation.movatic.co/admin-site/users/add-users#add-an-individual-user)upload
* upload via the [public link](https://documentation.movatic.co/admin-site/users/add-users#adding-public-user)

### Adding users in bulk

To import a CSV file, click on the three dots from the upper right corner of the User screen. Hit "**Add CSV**." You will then be redirected to a page where you can upload a CSV file for new users.

<figure><img src="/files/F0cLAdNR78rps7Q4KjMw" alt=""><figcaption><p>How to Add CSV</p></figcaption></figure>

![Example of CSV file](/files/-MdTuz8f1DwAYcSZ92v5)

Before uploading the file, ensure that it follows the recommended format. It must also include the following:

* First Name&#x20;
* Last Name&#x20;
* Phone
* Email
* Card ID

Once uploaded, the new users will be displayed on the Users page.

<figure><img src="/files/j5O9N9XbhY3HCbhl3kot" alt=""><figcaption><p>List of Users</p></figcaption></figure>

### Add an individual user

By clicking **Add**, you are redirected to a page where you will need to fill out the user details, starting with the user's phone number and specifying if the user is only for [RFID ](/admin-site/users/rfid-cards)purposes.<br>

<figure><img src="/files/K8KxMqSlsnCPZiWEHi7u" alt=""><figcaption><p>First step to create an individual user.</p></figcaption></figure>

After the phone number is validated, add the rest of the required information. Once done, hit **Save** and the user will immediately be added to your system.<br>

<figure><img src="/files/O8GKSxhyQwrEhhmfY1Jw" alt=""><figcaption><p>Sample user information</p></figcaption></figure>

### Adding public user

To add a user via the public link, please follow these steps:

1. Visit <https://adminbeta.movatic.co/#/create-your-user?system=6>
2. If you don't have your system ID, please reach out to our Customer Support (support\@movatic).
3. Complete the following form and click 'Create User'.

<figure><img src="/files/CQSYbcmbksD4k8PAFYFx" alt=""><figcaption><p>Create user screen</p></figcaption></figure>


# User Details

When you click an individual user, it will display general information about them like the name and phone number associated with their account, the current app version that they're using, the device they're using the app on, the date that they joined the current system, etc. On the upper right-hand side of the screen, you also have the option to [ban ](https://documentation.movatic.co/admin-site/users/banning-a-user)a user by clicking the **Ban** button, which prevents them from being able to start rentals in the current system.

**User Memberships** displays what specific memberships a user is associated with that belong to this system, with the option to manually [add memberships](https://documentation.movatic.co/admin-site/memberships/creating-a-membership) for them.<br>

<figure><img src="/files/RMsaL224bNBPbKUO7eQq" alt=""><figcaption><p>Example of User Information</p></figcaption></figure>

##


# Banning a User

You have the option to ban a user. Once banned, the user will be unable to use your system.

To start with, click the "Ban" button on the user details page.&#x20;

<figure><img src="/files/VxVVNHCF5M3ya2sszFIG" alt=""><figcaption></figcaption></figure>

A pop up box appears, hit "**Submit**" if you wish to proceed.

<figure><img src="/files/MeaiLwXEbbQdmmMqv0U8" alt=""><figcaption></figcaption></figure>

You'll also be given the option to unban/authorize a user anytime you decide, which will be available in place of the ban button.

The below example shows the User Details page when banned.&#x20;

<figure><img src="/files/oZZ4UM8PWBAImDtRKrwj" alt=""><figcaption></figcaption></figure>

To unban a user, click the "**Authorize**" button on the upper right corner of the user screen.&#x20;

Confirm if you would like to unban or authorize the user through the pop up box, then click submit.

<figure><img src="/files/ipxK5UUEE74B3wiOaYW9" alt=""><figcaption></figcaption></figure>

The screen will then refresh to reflect the user **Status** as Authorized.

<figure><img src="/files/lID11zTSIIULe1D4BcNs" alt=""><figcaption></figcaption></figure>

**User Memberships for a Banned User**

When a user gets banned from the system, the registered memberships will auto cancel.&#x20;

The below shows the user's membership when active in the system. &#x20;

<figure><img src="/files/FBEcJ3Dc7LZ8Mt3AsKBt" alt=""><figcaption></figcaption></figure>

When a user gets banned, the membership will reflect the banned/canceled date. See below for reference.

<figure><img src="/files/s2wvfla2SFeYZFu2m6QP" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
When a banned user tries to start a rental from a system they are banned from, they will get this error from the app.
{% endhint %}

<figure><img src="/files/sHZRTcpeX1EtjM5K3Ccl" alt=""><figcaption></figcaption></figure>


# User Memberships

On the Users page, right beside the Basic Details, you are able to see all the memberships that a user belongs to. For each user membership, you will see when it was created and/or canceled, if membership approval is required, and the status of the membership whether active or inactive.<br>

<figure><img src="/files/4Wav300CSqAMYIqgt9Fw" alt=""><figcaption></figcaption></figure>

Clicking on any membership name on the list will redirect you to additional membership details such as when the user requested the membership, when the user was approved and canceled, and who canceled their membership. <br>

<figure><img src="/files/03A2hm2tziayvlyMGsVO" alt=""><figcaption></figcaption></figure>

When you click on the membership name, it will redirect you to the [Memberships page](/admin-site/memberships) and you will see the membership details, perks, and the list of all the users who joined this membership. <br>

<figure><img src="/files/zt4n9bM0NVBybM1jGWtc" alt=""><figcaption></figcaption></figure>


# Payment Information

**Payment Information** is found below the Basic Details section. It displays the last 4 digits of the user's card on file, as well as the card type used.

A user may become delinquent if a charge fails on their account. User with delinquent status will be unable to start new rentals until the previous charge is paid. Their status will go back to normal if a charge is retried by the system and it succeeds.&#x20;

{% hint style="info" %}
If the user adds a new card, the system will retry any failed charges with the new card. If the charges are successful on the new card, their status will also go back to normal.
{% endhint %}

<figure><img src="/files/t8Wcw7aSiBP28s5VQ7Jh" alt=""><figcaption><p>Sample payment information</p></figcaption></figure>

### Charge Card

Other than the rental charges, an operator may need to apply additional charges to a user due to unforeseen causes, such as broken or unreturned hardware.

To manually charge a user, access the user's details page, under the **Payment Information** section. If the user has a card associated with their account, you will find the **Charge Card** button.

<figure><img src="/files/KajpSesmH0kJJwbYfQjD" alt=""><figcaption></figcaption></figure>

### Add Credit Card

Admins have the ability to add a credit card for a user on their dashboard if billing is enabled. To do this, you will need to go to **Users** > Select a user > Below the Basic Details you will see the **Payment Information** and click **Add Card**.<br>

<figure><img src="/files/nTRUKek9MhHRJuI4XpbA" alt=""><figcaption></figcaption></figure>

Once you click on the button, a pop-up window will appear and you can enter the user's card number, month, year and CVC.<br>

<figure><img src="/files/peK6J74IopoFFkWpnr1K" alt=""><figcaption></figcaption></figure>

After clicking + **Add,** a green banner will appear indicating the card has been successfully added and you will see the card details under the **Payment Information**.

<figure><img src="/files/VJbtQiHObTDbrtgdybFK" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
When a card has been added from the Admin site, the user's Payment information will be updated from the app.
{% endhint %}

<figure><img src="/files/RcEC6xmt75nNCxoGyrR3" alt=""><figcaption></figcaption></figure>


# Additional User Charges

Outside of the context of a rental charge, an operator might need to do an additional charge to a user due to unexpected reasons, such as if the hardware was damaged or not returned. To do this you can access the [User Details](/admin-site/users/user-details) page, look for the "Payment Information" section and if the user has a card associated with their account you will find at the top right of the section a button called "Charge Card". <br>

<figure><img src="/files/tZok79C0A20Zsb0avd0Q" alt=""><figcaption></figcaption></figure>

After clicking the button, you'll see a form to input the amount, charge description, and the recipient of the payment. If the user has had a rental in the past 30 days, the charge could be pre-approved if the amount is below the threshold configured for the system; otherwise, it would require Movatic approval. Once approved, the charge will be applied to the user's card.&#x20;

{% hint style="info" %}
Make sure that the description clearly states the reason why the user is getting charged.
{% endhint %}

<figure><img src="/files/78haaNNW8BcofKYMTVCH" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
Each approved charge is subject to a $5 processing fee. This type of charge is supposed to be reserved for exceptional circumstances, not for regular operations.
{% endhint %}


# RFID Cards

RFID Cards | Radio-Frequency Identification Cards

This is a feature supported by some hardware that allow users to use an RFID card to start rentals. It works because each RFID card has its own unique ID that can be read by supported hardware when in close proximity and then sent to our servers to identify the user and start a rental if possible.

<figure><img src="/files/90THHQeHqIXdQMgfR4gi" alt=""><figcaption></figcaption></figure>

Click + **Add RFID Card** at the upper right side.  Add an RFID Card and fill in the Card ID field. You can also indicate the Card label field but this is optional and hit **Submit.**

<figure><img src="/files/5ffon2CtEo6Aj0TQv4kQ" alt=""><figcaption></figcaption></figure>


# User Rentals

Next to [User Details](/admin-site/users/user-details) tab, you'll find the [Rentals ](/admin-site/rentals)tab. It displays the user's rental history including the Hardware number, Start and End locations, as well as the Start and End time of the rental.

The search bar can be used to locate a rental using the hardware number.

<figure><img src="/files/hk55HWKABVkU4qiATbPW" alt=""><figcaption></figcaption></figure>

In addition to the Search bar, you'll find a Filter icon allowing you to filter rentals by Rental Status (Active or Completed), Start date, and End date of the rental and hit Apply.

<figure><img src="/files/mCyc12RC75Hy4HRh4xjb" alt=""><figcaption><p>Filter View</p></figcaption></figure>

Clicking an individual rental will bring up the [Rental Details](/admin-site/rentals/rental-details) page which will give you additional details of a rental such as the hardware number, location, time stamps, duration, and user rating.&#x20;

<figure><img src="/files/wZXN45UpWRlgLbZiFOmy" alt=""><figcaption><p>Example of Rental Details</p></figcaption></figure>


# Start a rental for a user

To start a rental, you'll need to start on the Users page and select the user you want to start a rental for. At the top, it'll show the user's name and a Rentals tab. Click **Rentals**.

<figure><img src="/files/SMppArzFAKCly9dhtiYg" alt=""><figcaption><p>User Details</p></figcaption></figure>

After clicking rentals, you'll be able to see any completed or active rentals for the user, as well as a new button that shows **+Add**.

<figure><img src="/files/qRXgF7a6wr4IEjp7GkEd" alt=""><figcaption><p>User Rentals</p></figcaption></figure>

Once you select **+ Add**, you'll see the following options.

<figure><img src="/files/vx9ySQGc4kl7j9chn5bW" alt=""><figcaption><p>Start Rental Screen</p></figcaption></figure>

From this screen, you have the option to set the following:

* **User**
  * Shows the user selected and is not editable at this time.
* **Location**
  * Select the location of the hardware. This can be used to help filter hardware on the next option or you can set the Location as None as a starting point.
* **Hardware**
  * Select the hardware for the user to rent. You can set the Location to filter out any hardware that isn't at the specific station.
* **User Membership**
  * Select any membership the user currently has to apply its perks to the rental.
* **Rate**
  * Select any active rate on the system for the rental.
* **Coupon**
  * Select any active coupon code to be applied to the user's rental.

Select start and you'll receive confirmation the rental has been started. When the user goes into their app, they'll see 1 Active Rental showing.

{% hint style="info" %}
Starting a rental for a user does not mean it will unlock for them. To see the user experience, click [here](https://documentation.movatic.co/movatic-app/rentals).&#x20;
{% endhint %}

<figure><img src="/files/CouLDgJO9renHhUJ8CT4" alt=""><figcaption><p>Sample Start Rental</p></figcaption></figure>

Once the rental is started, this is how it will appear on the dashboard.

<figure><img src="/files/mrgKcQxmg2F2mQPgJ32K" alt=""><figcaption><p>Sample Rental Details</p></figcaption></figure>

The rental details will appear the same, except for the "Started by - Admin" which is used to show the rental was started by an Admin and not a user.

### User experience for Admin started rental

For a user, all they need to do is sign in and/or open their app and they'll see 1 Active Rental as well as the normal rental process. Nothing is different for them.

<div align="center"><img src="/files/-MfDhBqFtktOjHcIS9Jc" alt="1 Active Rental"></div>


# User Transactions

This section shows all the transactions made by a user. You can see the date it was created, the description of the transaction, the type, amount, and status.&#x20;

You can utilize the Search Transactions field by the Description, Type, Amount and Status. Alternatively, you can export the data.

<figure><img src="/files/XEp9gKNViS6jmZDPj4ye" alt=""><figcaption></figcaption></figure>

Select a transaction and you will be redirected to the [charge details page](/admin-site/billing/transactions) where all the information about the charge are displayed.&#x20;


# Adding User to a Paid Membership

Adding a new user to a paid membership in our system is incredibly straightforward. The process has been simplified to ensure that administrators can quickly and easily extend the benefits of our premium features to more users. By simply navigating to the "Users" section in the Admin Site, select the user you would like to add a membership to, select the "Add Membership" option on the "User Membership" panel, click on the dropdown menu and select the membership you want to add to the user, and lastly, add one free renewal to the newly added membership, this will ensure that the membership will be active after completing the process.

When adding 0 Free renewal, our software will try to charge the user for the first time purchase of the membership. However, adding 1 Free Renewal, allow our software to charge the user by the end of the membership period.

<figure><img src="https://files.gitbook.com/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F0HR0vekN1pLYJrrfftOx%2Fuploads%2FGReFS7bKaTM7VvzEW6A9%2Fresult.gif?alt=media&#x26;token=a2a9e001-0c8f-43f1-acbd-389969b36f82" alt=""><figcaption><p>Adding paid membership to user</p></figcaption></figure>


# Rentals

**Rentals** can be accessed from the navigation pane or by clicking the **Active Rentals** or **Total Rentals** buttons which are found on the [Dashboard](/admin-site/dashboard) screen.&#x20;

<figure><img src="/files/6Ux9XlAxWC7jIfqbbabP" alt=""><figcaption><p>Main Dashboard</p></figcaption></figure>

You can incorporate filters by selecting the "**Filters**" option next to the **Search rentals bar**. This will allow you to choose the rental **Status** as well as the **Start and End Dates** to narrow down your specified time range.

<figure><img src="/files/4DdR8klTilJTburJmS0m" alt=""><figcaption><p>Example of Rentals page</p></figcaption></figure>

<figure><img src="/files/KI7N0BrVFm32P6JcGF6D" alt=""><figcaption><p>Example of Filtering Rentals</p></figcaption></figure>

* **Active** will show you rentals that are currently in progress
* **Completed** will show rentals that have already ended

{% hint style="info" %}
All rentals can be exported into CSV files by clicking the **Export** button in the upper right-hand corner of the screen.

In the same way, all the rental routes geo-tracking data can be exported with the "**Export Routes**" button. The data will arrive in your email as a GeoJSON file and this can be used on sites that accept this type of file. (i.e.: Kepler.gl) If you are interested in this process, please follow [this step-by-step guide](https://scribehow.com/shared/Kepler_Workflow__ms6qrL0xRpWix7hr3bH_ug). If you are interested on which kind of layers we do support or how to visualize, please go and watch [this](https://www.loom.com/share/fcdc5930c6b44f68a7a3b81ef52e72a6?sid=4bfc9831-1112-4302-83ba-aaaa74f32647) and [this](https://www.loom.com/share/3c4a96b645cc4a01af9cf84d37084ad9?sid=5542bb85-baf4-484e-a356-8391339e4d8a) video where we show all the supported layers with also a few recommendations.&#x20;
{% endhint %}


# Rental Details

Rental details can be accessed through the dashboard by clicking on Active Rentals, on the Rentals tab of a specific [hardware](/admin-site/modes), or on the Rentals section of a particular [user](/admin-site/users/user-details). When you view the Rental details screen, you'll see:

* A map of where the rental took place
  * For systems that support tracking, you'll get a view of where the user has taken the hardware (represented by a red line on the map).
  * If you have enabled the [`Enable User Device GPS Usage`](/admin-site/settings/rentals) setting, you will also have access to the user's GPS data, which is represented by a yellow line on the map. This feature is particularly useful for hardware that does not support GPS.
* The hardware number.
* The user associated with the rental.
* Start and end point of rental.
* Duration of the rental (start and end timestamps).
* User rating for the rental (between 1 and 5 stars).
* Total Distance travelled (for systems that support tracking).

<figure><img src="/files/nWso4IQlyo0rreNDeOid" alt=""><figcaption></figcaption></figure>


# Transaction Details and Credit Card Hold

When you open a specific rental through the User option, you will be able to view the **Transaction Details and Credit Card Hold**.

* **Transaction Details** includes the rental duration, rate, type of membership, and the total amount charged for the user's rental.
* **Credit Card Hold** includes the charge ID, hold amount, captured amount, status, and description.\ <br>

  <figure><img src="/files/hk6wi7L2kH3LXODb1WmE" alt=""><figcaption></figcaption></figure>


# Refunds

To initiate any refunds associated with a transaction, select the **Issue Refund** button on the upper right-hand side of the section. Refund can be processed from the Transactions tab and Transaction Details.

<figure><img src="/files/PIFJZqkIMLyKQJWD71PQ" alt=""><figcaption><p>Transactions Tab</p></figcaption></figure>

Your refund amount can be a full refund or partial refund, depending on the reasoning. After a refund amount is entered, a refund reason will need to be added. When you're finished, click the submit button.<br>

<figure><img src="/files/1zoYe5EZTr6S2Fi5qena" alt=""><figcaption></figcaption></figure>

{% hint style="success" %}
"Refund Reason" will be visible to the user.
{% endhint %}

<figure><img src="/files/YEGrgCDam6MqW3PYzhUE" alt=""><figcaption></figcaption></figure>

After a refund is issued, an email will be sent to the user showing the following with the system name after "Message from" and the message is the Refund Reason. The transaction details will be below.<br>

<figure><img src="/files/sZB2VNBvrDVfiEp2irwL" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
Note: The image will appear depending on the branded app you are using.
{% endhint %}


# Support Tickets

This section includes details about tickets submitted by the user that are related to the selected rental. The table contains the name of the user, date when the ticket was submitted, and a brief description of the issue. Clicking on a ticket takes you to the Support Tickets page.\
&#x20;

<figure><img src="/files/yNuYlNAx4CD4cGH1fxMl" alt=""><figcaption></figcaption></figure>

### User Experience

This is the users' way to let us know about issues through the Movatic app. For more information on how users report a problem, you may refer to this [documentation](/movatic-app/report-a-problem).

<figure><img src="/files/WWrLgJP9fxzk4Dv8MOF7" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/AuJfcRy4Fhd8Mi9LTLFU" alt=""><figcaption></figcaption></figure>


# Unlock Logs

In the rental details page, under the "Unlock Logs" tab, you should be able to see unlock attempts that are made prior to starting the rental and if they were successful or not.&#x20;

<figure><img src="/files/XVVQCOFesVzkaWKaeTFF" alt=""><figcaption></figcaption></figure>

Below **In Rental Unlocks**, you can view the details of a specific unlock attempt. **Unlock Logs** display the the following:

* The timestamp of the unlock attempt.
* The seconds it took to scan the hardware.
* The seconds it took to unlock.
* The battery the hardware had at the moment of the unlock attempt.&#x20;

<figure><img src="/files/Hx14ZHuB3OrEgmE0GQRo" alt=""><figcaption></figcaption></figure>


# Event Logs

In the rental details page, the "Event Logs" tab provides information about all events recorded by the hardware involved in the rental. The table comprises the following columns:

* **Created**: This timestamp denotes when the record was created within the system. It serves as a reference point when the event data is logged within the system's database.
* **Recorded**: This timestamp signifies when the event was reported by the hardware itself. It reflects the actual occurrence of the event as captured by the hardware device.
* **Type:** This column details the type of action or event reported by the hardware, offering insight into various occurrences such as device activations, errors, and other notable events. Each event type is represented by a different color to indicate its nature:
  * **General information (represented by blue)**&#x20;
    * Examples: Lock is locking, Device Discovered, CmdUnlockRequest, and more.
  * **Successful operations or actions (represented by green)**
    * Examples: lock\_open, Lock is locked, Device Connected, and more.
  * **Errors or issues that have occurred (represented by red)**
    * Examples: Error, RentalEndError, Location Check Error, and more.
  * **Warnings about potential problems or important notices (represented by yellow)**
    * Example: Plugin is not inserted.

Additionally, users have the option to filter the event logs based on the specific child device of the rental hardware, and types by default are filtered by Important types. This feature enables users to focus on viewing the event logs relevant to a particular hardware unit or particular type, allowing for more targeted analysis and troubleshooting when necessary.

<figure><img src="/files/A82v9DbzljftWOhfDGy1" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
When the filter for "types" is set to "important," only the most relevant types for the user will be displayed. The following list includes these important types:

* Device Discovered
* Device Connected
* Unlock Success
* Lock is unlocked
* UnlockRequestConfirmation
* LockRequestConfirmation
* CmdUnlockConfirmation
* CmdLockConfirmation
* CmdUnlockRequest
* CmdLockRequest
* CmdUnlock
* CmdLock
* CmdSignIn
* lock\_open
* lock\_closed
* Success Fetch Unlock Code
* CmdUnlockBattery
* unlocked Confirmation
* RFID Starting Rental Error
* BLE Characteristic Write Failure
* RentalEndError
* Error
* LocationCheckError
* Failure Fetch Unlock Code
* BLE Timeout
* Plugin is not inserted
* Lock is locking
* Lock is locked
* Lock is unlocking
* Start Open Lock
* Start Close Lock
  {% endhint %}


# Tutorial Screens

Tutorial Screens are a set of slides that provide instructions to your users before starting a rental. This includes safety precautions, hardware functions, unlocking/locking steps, etc.

**Requirements**:

* A transparent or white background
* Dimensions: 1125 × 2436px
* Images should be in PNG format.&#x20;

**Request:**\
\
In order to submit a request to include your tutorial screens please email the requirements above to <support@movatic.co>.

![Example tutorial page](/files/-Mjio4bxwRUsR7yqO8J7)


# End Rental for a User

From the rentals page, proceed in pulling up the specific active rental you want to dismiss and click **End Rental.**

<figure><img src="/files/wHv35iDPdwrrETabMLYg" alt=""><figcaption></figcaption></figure>

A pop-up window will open and look like this:&#x20;

<figure><img src="/files/thcEB2lhLkry1Cs0kGy8" alt=""><figcaption></figcaption></figure>

**End Station** should be wherever you want the end location to be. This selection can be optional or required depending on the system.

**End Time** can be set to the local time now or a custom time. **Custom time** allows you to enter the specific date and time when the user ended their rental.&#x20;

<figure><img src="/files/AjJ7wTecGNqII94Zfa8a" alt=""><figcaption></figcaption></figure>

**For Charge**, select one that applies:

* **Standard** - the user will be charged normally
* **Void** - the user will not be charged at all
* **Set subtotal** - the subtotal will be set to the amount specified.&#x20;
* **Set subtotal credit / debit** - the subtotal will be adjusted by the amount specified&#x20;

<figure><img src="/files/1Fnctcgs5BAFGzDqrQi6" alt=""><figcaption></figcaption></figure>

**Admin Modification Reason** is only shown internally on the dashboard. Click **"**&#x53;ubmi&#x74;**"** once done.

## Voiding Rentals

If you select **Void**, this will prompt you to enter a reason and hit "Submit".

<figure><img src="/files/DZRsYAsZwQedQEykzLLb" alt=""><figcaption></figcaption></figure>

If the End Station is optional and the "Submit" button is clicked, a confirmation modal will appear asking the Admin to confirm whether they want to end the rental without selecting a station.

<figure><img src="/files/JR884Pdi2OdlmX57Uqny" alt=""><figcaption></figcaption></figure>

Once you have submitted the voided rental, you will see when the rental was voided, who voided it, and the reason under **Transaction Details**.&#x20;

<figure><img src="/files/cH7ULMuOKzZRT7jj86aI" alt=""><figcaption></figcaption></figure>


# Export rentals trip path data

This will help visualize the data on sites like kepler.gl

This option will export all the rentals in your system for a given time range in GeoJSON format. You will find the "Export Routes" button is on the "Rentals" section next to the "Export" button.

<figure><img src="/files/jdArEZiPh20L4kD7PbBw" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
After you hit export, and once our servers are done with processing your data, you will receive an email with a zipped file. This contains your rentals location information . Exporting the file can take a few minutes if the volume of the rentals/locations is high.
{% endhint %}

<figure><img src="/files/0fOs3lrKPBel8BrG8Ixv" alt=""><figcaption></figcaption></figure>

The file will be compressed with the zip format and will also have a timestamp on the file name, ie: `movatic_data_2023-07-20_160035.json.zip`&#x20;

## Visualizing the data

You can use the exported GeoJSON data to map and visualize the trip paths of your users with tools such as [Kepler](https://kepler.gl). You can create layers and filter the data according to your needs.

{% hint style="info" %}
Before uploading your GeoJSON file to Kepler, make sure to unzippe it first.&#x20;

To see the data in Polygon and Trip layers, please refer to [this](https://www.loom.com/share/ffff59c64bc6417284d41b1d2d9b0197?sid=45a49cbc-9913-48b3-88bf-8fe6980bd8da) video. For the rest you can follow the instructions in [this](https://www.loom.com/share/fcdc5930c6b44f68a7a3b81ef52e72a6?sid=41a45fc2-44cd-4742-b4fb-e70a3af320e2) and [this](https://www.loom.com/share/3c4a96b645cc4a01af9cf84d37084ad9?sid=916a54c8-afe5-490e-9d60-7ecc97c2ba6d) video.
{% endhint %}

### Polygon

<figure><img src="/files/hoas7Z2KCp2IzmoVuRgR" alt=""><figcaption><p>Example of the Polygon layer</p></figcaption></figure>

On a Polygon layer you can see the rental ID, reporter name (which can be user's device or the rented hardware and other hardware assigned to it with GPS capabilities).

### Trip

On a Trip layer you can see the animated path of the rentals. This layer provides playback controls which you can use to slowdown, pause or speed up the visualization.&#x20;

<figure><img src="/files/I0LEQ5LeFdkPHjYO8jtc" alt=""><figcaption></figcaption></figure>

You can also pause the visualization and click one of the trails to get more information about that particular rental.

### &#x20;Points

With the Points layer we can see all the gathered coordinates of each rental as points in the map.&#x20;

<figure><img src="/files/HYoHgzduYKNRwuw8edJP" alt=""><figcaption></figcaption></figure>

### Arc&#x20;

With the Arc layer we can see an "Arc" between the start and end point of the rental.&#x20;

<figure><img src="/files/Rh4cQnkfiDF7Cae6qmQh" alt=""><figcaption></figcaption></figure>

For a better appreciation of this layer, we recommend to set the visualization as 3D map:

<figure><img src="/files/POW5DjBlpJWbkwl3dQ8V" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/HWYA0hXx6n0OdITqB8KX" alt=""><figcaption></figcaption></figure>

Set different colors for the start (source) and end (target) sides of the arc.&#x20;

<figure><img src="/files/F7je6uknH5alhgm4AcbI" alt=""><figcaption></figcaption></figure>

### Line

In a Line layer, you will see a straight line between the start and end rental points.&#x20;

### Grid

With the Grid layer, you can visualize the points grouped in cells which have different colors depending on the density.

<div><figure><img src="/files/zXBZsNJDVNguUupqJpDx" alt="" width="563"><figcaption></figcaption></figure> <figure><img src="/files/lFn1QTnz53C5ndkmIsr0" alt="" width="563"><figcaption><p>Info displayed when you click a cell</p></figcaption></figure></div>

### Hexbin

The Hexbin layer is similar to a Grid layer but with a different style.&#x20;

<figure><img src="/files/4YlSpk0n9Aj7NtKtO0kF" alt=""><figcaption><p>Hexbin layer</p></figcaption></figure>

### Cluster

The Cluster layer allows you to see grouped data. The visualization can be more or less grouped depending on the desired zoom on the map.&#x20;

<div><figure><img src="/files/M3G5Ea6vakrHziEdMuKN" alt=""><figcaption></figcaption></figure> <figure><img src="/files/c16CMppYRUJV340DbsT8" alt=""><figcaption></figcaption></figure></div>

You can also manipulate the **radius** of the layer to group more or less points as needed.

### Heatmap

In a Heatmap layer the data or points of the rentals overlap creating zones in the map that provide visual cues of the density of the points.

<figure><img src="/files/2q7yW1iEnQyO7rDWU70T" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
To have a better understanding of the colors and density, you can see the legend of each layer by clicking the "Show Legend" button in the upper right corner.&#x20;

We recommend renaming the layers so that you're able to find the legend of the desired layer more easily. &#x20;
{% endhint %}

<figure><img src="/files/eIIIwy8Vw8CyXXSxx0mv" alt=""><figcaption></figcaption></figure>


# Active Rentals

You can always check active rentals from your Admin Page. Below are the steps on how to check it.&#x20;

1. From your dashboard, click "Active Rentals".

<figure><img src="/files/tcUJXoKc1VZFgVlUS4tw" alt=""><figcaption></figcaption></figure>

2. This will display all on-going rentals for your system.

<figure><img src="/files/9UUc37TxSK9xWWGi2Nrh" alt=""><figcaption></figcaption></figure>

3. Aside from active rentals, you can also filter your view to check completed rentals. Use the filters option toggle between the active and completed status as well as your preferred date range.

<figure><img src="/files/p6ORuw7SbkKQhJiUvlpo" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/GG4UvQih5KTQtGiflvEv" alt=""><figcaption></figcaption></figure>

4. Hit apply to display your selection.


# Hardware

This section showcases all hardware within your system. It provides detailed information tailored to each hardware type we support, including but not limited to [bike lockers](/admin-site/modes/bike-lockers), [bikes](/admin-site/modes/bikes), [scooters](/admin-site/modes/scooters), [kayaks](/admin-site/modes/kayaks), and more. Explore comprehensive details about each component to enhance your system management experience.

{% hint style="info" %}
If you'd like for us to support hardware that is not listed above, please reach out to our support team at <support@movatic.co> and send as much information as possible about the hardware.
{% endhint %}

Clicking on **"Active Bikes"**  from the Dashboard will redirect you to the Hardware page, where the system filters and displays all active hardware based on status, battery, and location.

<figure><img src="/files/yrqqLB0XReNLpRxZscD5" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/v9hf4EtUlKrQyfKKRHRW" alt=""><figcaption></figcaption></figure>

You can filter hardware types by selecting either **"Bikes"** or **"Locks"** and in some cases, "**Scooters"** depending on the system.

<figure><img src="/files/FX0c4vsp8kWwl9TDAknv" alt=""><figcaption></figcaption></figure>

To view hardware according to status, simply click on the **"Filter"** option next to the search bar.&#x20;

<figure><img src="/files/vGKLYoGPYsBg0viNkrAI" alt=""><figcaption></figcaption></figure>

Each bike in your system is identified by its assigned bike number, status, and location, as displayed in the Hardware section.

<figure><img src="/files/PoiqYsyHHXPNPrBDuDCu" alt=""><figcaption></figcaption></figure>

## Bike Status

From the Hardware Page, you can update the Bike status by updating the dropdown option under Status. Here are the different statuses of the Bikes:

* **Active** - hardware is available for rent.
* **Maintenance** - hardware is currently in repair by a mechanic.
* **Retired** - hardware is no longer available.
* **Stored** - Hardware is not currently in use and is kept in storage. It is not available for rent.
* **Missing** - The hardware is not in its designated location and cannot be accounted for. It is temporarily unavailable.
* **Lost** - The hardware is permanently unaccounted for and is considered lost. It is no longer available for use.
* **Rebalancing** - The hardware is being relocated to ensure a balanced distribution within the bike station. It is temporarily unavailable during this process

<figure><img src="/files/GfJfrliERwKebRa9c0Yr" alt=""><figcaption></figcaption></figure>

### User Experience

{% hint style="info" %}
This is how users can see the bikes that are available for rent when they choose a bike in the Movatic app.
{% endhint %}

When users select a bike for rental, only the ones marked as 'Active' will show up in the selection. Bikes on status other than Active won't be displayed. For more information about how a user starts a rental, you may refer to this documentation: [Start a Rental.](/movatic-app/rentals/first-rental)

<figure><img src="/files/LPq4qIH2UiBMyhu66ye5" alt="" width="375"><figcaption></figcaption></figure>


# How to change the location of a hardware unit?

1. Go to the Hardware page and click the hardware you want to change the location of. From the Details section, Click **"Edit".**\ <br>

   <figure><img src="/files/rLYv9GGFuLh8rNrkxc4A" alt=""><figcaption></figcaption></figure>
2. On the Edit page, you will be able to select a new location. Click **Assigned Location** and choose your preference from the drop-down options. Once you have selected the correct location, click Save.

<figure><img src="/files/V1zlMH9Eh1ajBaeeczCS" alt=""><figcaption></figcaption></figure>


# Buy Hardware

On the Hardware page, you'll find the **"Buy"** button in the upper right corner next to the [+Add ](/admin-site/modes/add-a-new-hardware)button. Selecting this option will take you to our online [store](https://shop.movatic.co/), enabling you to proceed with the hardware purchase.

<figure><img src="/files/sMwBrmcBNMmWMWiubbHv" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/N0x2E5KNlL6lJuruSPKO" alt=""><figcaption></figcaption></figure>


# Add a New Hardware

There are two ways to add hardware to your system, you can add them in bulk by clicking on the **CSV Add** button or you can add them individually by clicking on the **Add** button.&#x20;

### Adding hardware in bulk

To import a CSV, click on the **three dots** in the upper right corner beside the **"Buy"** button, and then select **"Import."** This will direct you to a page where you can upload a CSV file containing the necessary information about the hardware you wish to add.

<figure><img src="/files/trKvMGAHiyfZRN16jTyR" alt=""><figcaption></figcaption></figure>

Before adding the file, you will be asked to specify the hardware. Once identified, the hardware version will be requested.&#x20;

<figure><img src="/files/Y5GOutKDLuLjRUVlIyqa" alt=""><figcaption></figcaption></figure>

After the step above has been completed, the page will expand to give you option to override the hardware's state and location.&#x20;

You will find the button to upload the CSV file at the bottom of the page.&#x20;

<figure><img src="/files/wvYB5UaqNURdiXrMNdZb" alt=""><figcaption></figcaption></figure>

Note that the file needs to follow a specified format. The columns are:

* number: Assigned number - this should be unique in your system and must be a number between 1 to 999999.&#x20;
* state: Specify the state ID.
* station: Name the station ID.&#x20;
* vendor\_serial: Serial number of the vendor for this hardware.&#x20;
* vendor\_id: ID of the vendor for this hardware.
* mac: This must be six groups of two hexadecimal digits (0-9, a-f) separated by colons (e.g. 01:23:45:67:89:ab)
* imei: Must be 15 or 17 digits.
* label: Descriptive label to help admins identify the bike (optional).
* vendor\_*qr\_*&#x63;ode: ID of the QR code for this hardware provided by the vendor. For use in demo systems only (optional).

Once you have uploaded the CSV, the hardware will automatically be added to the system.

### Adding hardware individually

Adding a hardware individually is almost similar to doing so in bulk, with the exception of having the need to add a CSV file.

First, click on the add button found on the upper right corner of your hardware page.

<figure><img src="/files/lLozvI4NetheXbkEVgGW" alt=""><figcaption></figcaption></figure>

Select the Hardware type.&#x20;

<figure><img src="/files/0kJmElAo50ZKwsMEX1yD" alt=""><figcaption></figcaption></figure>

Doing this expands your selection and the system will ask for Hardware Product.

<figure><img src="/files/AJWc3YCNE7rkR70kJNGu" alt=""><figcaption></figcaption></figure>

Complete the rest of the required information, validate if everything is correct and hit Save. The hardware will then be added to the system.

<figure><img src="/files/vzu1cHY3kZVFHgynTu0l" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
These can be exported into CSV files for your records. Simply click the **three dots** in the upper right corner beside the **"Buy"** button, and then select **"Export."**&#x20;
{% endhint %}

<figure><img src="/files/OvN8q1t7CLV2RB0SWkNr" alt=""><figcaption></figcaption></figure>


# Edit a Hardware

There are two ways to edit a hardware:

Navigate to the Hardware section, this will show you the list of hardware associated with your system. This includes Identifier, Actions, Status, Location, and Battery.&#x20;

1. Under Actions, there is a Pencil icon. When you click the **pencil** button, you are given the option to modify the Hardware State, Hardware number, Vendor ID, Label, Movatic QR Code, Vendor QR Code, System, and Assigned Location, Longitude and Latitude. Depending on the hardware, others may show other options. When you are done making changes, click the save button.

<figure><img src="/files/muKmMVr570z3vFjDGi4v" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/3L7BTYnRG66NfpY7lquy" alt=""><figcaption></figcaption></figure>

2. On the hardware section, choose a specific bike/scooter number. You'll find an Edit button in the upper right corner. This lets you modify the state of the hardware, add a descriptive label to identify the scooter, vendor, and QR codes, or the number associated with it. When you are done making changes, click the save button.

<figure><img src="/files/VXJn6GIbOSGk8f4Xr25k" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/BkM42o2hEyk6lB77kYIz" alt=""><figcaption></figcaption></figure>

You can also edit the **Geolocation** of supported hardware when making changes in the hardware editing feature. This can be accessed either through the Pencil or Edit buttons from a specific hardware.

<figure><img src="/files/MvajqQBvS6JQV8RQMczP" alt=""><figcaption></figcaption></figure>

Beside the Edit button is the Retire button. Clicking on the "Retire" button initiates the retirement process, making the hardware inactive and removing it from active use. This is useful for managing hardware that is no longer in service or needs to be discontinued.

<figure><img src="/files/rQGhiuqLPy9JMkir02NK" alt=""><figcaption></figcaption></figure>


# Hardware Details

Selecting a specific hardware directs you to the Hardware Details and Assignments screen. In Hardware Details, you'll find key information like Bike Number, Product Name, Version, Current Status, Lock State, Current Location, Last Update, Movatic QR Code, and Vendor QR Code.

On this page, you would have multiple tabs such as Details, Rentals, Maintenance Tickets, Maintenance Logs, and Event Logs

1. Details Tab:&#x20;

   Here you would find the information related to the hardware, name, product number, version, mac address, status, Qr code, etc...

The Assignments card will show you the lock details.&#x20;

<figure><img src="/files/NpNkVRXy2096qoRCgABs" alt=""><figcaption></figcaption></figure>

2. Rentals Tab:

   here you will find all rentals related to this hardware, you can see the start and end location and the start and end time, you can search by station typing the name, also if you click on one of these records will redirect you to the rental page to see all information related to this rental

<figure><img src="/files/dTFAXs0jhBQb2gyvAfDi" alt=""><figcaption></figcaption></figure>

3. Maintenance Tickets

   Would display all tickets assigned to this hardware, you can search by description also filter by status, if you click on the record you will be redirected to the maintenance ticket page to see al the details of this ticket.

<figure><img src="/files/MpoZY2x6ZvFHIGuRgv6I" alt=""><figcaption></figcaption></figure>

4. Maintenance Logs

   Display all the logs that happen on the maintenance tickets of this hardware, could search by completed by name or maintenance type

<figure><img src="/files/ixwfQzafkJVBOWloU5y9" alt=""><figcaption></figcaption></figure>

5. Event Logs

   Here you will see all the statuses that the hardware sent to the platform

   <figure><img src="/files/KIuRv1wHAhTclFmI2Roh" alt=""><figcaption></figcaption></figure>

## Editing a Bike

From the Hardware page, you can click on any individual bike to view additional settings such as Details, Rentals, Maintenance Tickets, Maintenance Logs, and Event Logs. You can check who rented the bike, what day and time it was rented, what support tickets are tied to the bike and a list of historical maintenance information.&#x20;

<figure><img src="/files/jr0xQBRoLwm95JCl96Dn" alt=""><figcaption></figcaption></figure>

You can Edit or Retire a bike using the options on the upper right-hand side. During a bike edit, you can modify the station it will be located at, the bike number, or the rental availability. After you've made any changes, click Save.<br>

<figure><img src="/files/vx8UvdetICGMGaf64cHw" alt=""><figcaption></figcaption></figure>


# Event Logs

The "Event Logs" tab in the "Hardware Details" page shows communication logs between the hardware and Movatic. These logs are typically collected via the mobile app in the case of Bluetooth logs or via direct server communication in case of an IoT device.

Below is a non-exhausted description of the meaning of each event type.

<table><thead><tr><th>Type</th><th>Description</th><th data-hidden></th></tr></thead><tbody><tr><td>Start Open Lock</td><td>Unlock process has started</td><td></td></tr><tr><td>Start Scan</td><td>Scanning to find the BLE device</td><td></td></tr><tr><td>Device Discovered</td><td>BLE device has been found</td><td></td></tr><tr><td>Connect to Device</td><td>Connecting to BLE device</td><td></td></tr><tr><td>Stop Scan</td><td>Scanning process stopped</td><td></td></tr><tr><td>Device Connected</td><td>Successfully connected to the BLE device</td><td></td></tr><tr><td>CmdGenerateBleUnlockKey</td><td>BLE unlock key is being requested from the server</td><td></td></tr><tr><td>Read BLE Characteristic</td><td>Information is being received from the BLE device</td><td></td></tr><tr><td>Message Counter Read</td><td>Information is being received from the BLE device</td><td></td></tr><tr><td>Begin Fetch Unlock Code</td><td>BLE unlock key request is in progress</td><td></td></tr><tr><td>Report Voltage</td><td>Voltage level has been read from the BLE device</td><td></td></tr><tr><td>Lock is unlocked</td><td>BLE device status is reported as "unlocked"</td><td></td></tr><tr><td>Success Fetch Unlock Code</td><td>BLE unlock key request has been successful</td><td></td></tr><tr><td>Write BLE Characteristic</td><td>A message is being sent to the BLE device</td><td></td></tr><tr><td>BLE Characteristic Write Success</td><td>A message has been successfully sent to the BLE device</td><td></td></tr><tr><td>Unlock Success</td><td>Unlock process has been successful</td><td></td></tr><tr><td>Device Disconnected</td><td>BLE device connection has ended</td><td></td></tr><tr><td>BLE Teardown</td><td>Communication with BLE device has ended</td><td></td></tr></tbody></table>


# Hardware Transfer

You can move hardware from one system to another system that shares the same type of mobility, we must also make sure that there is no hardware with the same number in the system that we want to migrate our hardware.&#x20;

For this we go to the hardware that we want to move, and click the **Edit** button:

<figure><img src="/files/JIh5JZsqKcFHyHoDCsFl" alt=""><figcaption><p>Hardware Details</p></figcaption></figure>

Once you are on the hardware page, locate the "System" option. From the dropdown list, select the system to which you want to migrate the hardware. If there are multiple systems listed, you can easily search for the desired system by typing its name in the search field. The list will update in real-time to show matching system names, making it convenient for you to locate and select the specific system you want to migrate the hardware to.

<figure><img src="/files/dT9qv5bZ899aHPlsyWNj" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/Crpt9hyqI5wJcOCXG0y2" alt=""><figcaption></figcaption></figure>

After selecting the desired system for migration, simply click the "Save" button located on the top right corner of the screen. This action will initiate the hardware transfer process, moving the selected hardware from its current system to the newly chosen system. Once the migration is complete, the hardware will no longer be available in the previous system, ensuring a seamless transition.

<figure><img src="/files/Copivn5mkFncKh3K53PK" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
If you want to edit more than 50 hardwares; you can reach out to us and provide the list of IDs of the hardwares with the modification that you want to apply to those. We can take care of the rest.

**Bulk Editing** its a feature that is in the roadmap but is not user ready yet.
{% endhint %}


# Add QR Codes

### QR Codes to scan the hardware

With QR codes, we need to assign a certain set of numbers out to different systems and partners since every single QR code needs to be unique across the Movatic system. If you don't have QR code numbers assigned, please reach out to <support@movatic.co> for further assistance.&#x20;

Once you have your QR code numbers assigned, your codes will look like this:

&#x20;qr.movatic.co/?\<number>

{% hint style="info" %}
Replace the **\<number>** with the assigned numbers you're given to get your QR code.
{% endhint %}

Input the entire code into a [QR code generator](https://www.qr-code-generator.com/). Once a QR code is generated, you may immediately test the code by using the **scan** option in the Movatic app.&#x20;

![An example of the QR code creation process.](/files/-MZTqnZtA2pa1avs7Oj7)

When this is complete, you'll repeat these steps for any remaining units.

{% hint style="info" %}
Once you have your QR codes created, how you use them thereafter will be at your own discretion (laminated tags, stickers, signs, etc.).
{% endhint %}

### Information needed to set up QR codes

In order to setup your QR codes, you'll need to send the following type of format to <support@movatic.co>. The QR code column should be within the set of QR codes assigned to you and the hardware number should be what is shown on the Admin.<br>

| QR Code | Hardware number |
| ------- | --------------- |
| 4000    | 1               |
| 4001    | 2               |
| 4002    | 3               |
| 4003    | 4               |
| 4004    | 5               |

### QR Code to download the Movatic App

To do this, the system admin needs to plug in the URL <https://qr.movatic.co/> into their generator and they can use that on any signage. This can be used on the signage near the station that a user can scan to download the Movatic app. &#x20;

### QR Code FAQ

**Can I reuse the same bike (hardware) /QR code numbers, or do I need to use new ones?**

\
Yes, QR codes are independent of the lock hardware. The QR code must be globally unique in the Movatic system, while the asset must be unique within a system.&#x20;

### User Experience

Selecting the Hardware from a list of available hardware in your system and scanning a QR code. For more information on how a user starts a rental, you may refer to this documentation:[ Start a Rental](/movatic-app/rentals/first-rental)

<figure><img src="/files/dBsprKKiG7InQOIzBfJt" alt=""><figcaption></figcaption></figure>


# Assignments

The hardware devices can be assigned to each other, establishing a hierarchical relationship where one device serves as the parent and the other as the child. For instance, a **Lock** can be assigned to a **Bike** to create such a relationship. This can be accomplished by accessing the relevant hardware details and navigating to the **Assignments** section to assign the desired device as the child.&#x20;

<figure><img src="/files/AOX6dm5yli70TDXvOz4H" alt=""><figcaption></figcaption></figure>

To start establishing the relationship, please click the +**Add** button located at the top of the table. This action will redirect you to the configuration section where you can specify the relevant assignment details:

<figure><img src="/files/nzWMCobhfNoqfrcZZ6Id" alt=""><figcaption></figcaption></figure>

To properly select the child device, the hardware type must be selected first. Subsequently, additional filters may be applied to further refine the selection, such as selecting the hardware product and choosing a filtering method tailored to the specific hardware, including but not limited to the child hardware id, label, and MAC address.

{% hint style="info" %}
If the desired hardware is not visible in the list, you can enter the selected identification in the 'Search Child By' field. For example, if you selected 'ID' as the identification, you should enter the hardware ID for the search.
{% endhint %}

<figure><img src="/files/INecPtDTob2i6uN8ll9j" alt=""><figcaption></figcaption></figure>


# Bike Rooms

## Bike Room System

<figure><img src="/files/Hq4DsV6XHBAQYTd0pXak" alt=""><figcaption></figcaption></figure>

The **Bike Rooms** section can be found by clicking on **Hardware** on the left side of the dashboard. This displays a list of all your bike rooms with their corresponding actions, battery percentage, bike room number, status, and location. On the upper right-hand side, you also have the option to **add a new room** by clicking the **+ Add** button. You can also add bike rooms in bulk by clicking the three dots beside the Buy button. Clicking the three dots will show Import and Export. Click **Import** to add hardware from a CSV file.

<figure><img src="/files/uUJqJzU8m6lJRJTT0N5u" alt=""><figcaption><p>Example of adding bike rooms via csv file. Ensure that you follow the correct format.</p></figcaption></figure>

{% hint style="info" %}
Additionally, clicking the **Export** button will download the list into CSV files for your records.
{% endhint %}

Here are the different statuses of the Bike Rooms:

* **Active** - hardware is available for rent.
* **Maintenance** - hardware is currently in repair by a mechanic.
* **Retired** - hardware is no longer available.
* **Rebalancing** - the hardware is currently being rebalanced by a mechanic.

<figure><img src="/files/pB3uJ0Hr0J3WumHAIyf8" alt=""><figcaption></figcaption></figure>

You can click on any individual bike room to view additional details such as the bike room number, product name, version, status, location, lock, and assignment history. Furthermore, you can also check the tabs beside the bike room tab to check the [**rentals**](/admin-site/rentals), any [**support** ](/admin-site/customer-support)tickets tied to the rack, a list of historical [**maintenance** ](/admin-site/maintenance)information, maintenance logs, and event logs.

## Add or Edit a Room

When you **add a room**, make sure to select **Bike Room** as a **Hardware Product**. Then fill out all the details in the box below.

<figure><img src="/files/Ksz1ndurJt566cgEP6FF" alt=""><figcaption><p>Example of Adding a Bike Room</p></figcaption></figure>

Rooms can be edited by clicking the **Edit** button and **Pencil** icon, will give you the option to change the room number, label, QR code, system, or lock. **Retiring** a room will remove it from the system for users to access, but will remain on the admin side for your personal records.

<figure><img src="/files/BAbKxGv6CFTtFV1pHbxK" alt=""><figcaption><p>Example of Editing a Bike Room</p></figcaption></figure>

### User Experience

When users select a bike room for rental, only the ones marked as 'Active' will show up in the selection. Bike Rooms with different statuses won't appear. For more information about how a user starts a rental, you may refer to this documentation: [Start a Rental.](/movatic-app/rentals/first-rental)

<figure><img src="/files/L4pFSbqWqdFcBXayPVCG" alt="" width="375"><figcaption></figcaption></figure>


# Kayaks

The Hardware section displays the list of Kayaks, Lockers, and Locks. To view specific lists, utilize the filtering button located below the search bar. You can filter by Hardware type, choosing from options like **All**, **Kayaks**, **Lockers**, and **Locks**. Clicking on a particular hardware type will filter and display the corresponding list of hardware items.

<figure><img src="/files/x36oszu7nOoM71cTwhW8" alt=""><figcaption><p>Hardware Section</p></figcaption></figure>

<figure><img src="/files/gAtft8SUXF69Xq73dO5Z" alt=""><figcaption><p>Example of Kayak list</p></figcaption></figure>

<figure><img src="/files/nPuhaVNM6uxxIWQ0C8N8" alt=""><figcaption><p>Example of Locker list</p></figcaption></figure>

<figure><img src="/files/yK9O0KW62RKcvpRE5fZu" alt=""><figcaption><p>Example of Lock list</p></figcaption></figure>

## Setting up a Kayak

When setting up one of these systems, the first thing you'll need to do is add the lock(s) by clicking **+ Add** in the upper right-hand corner.

<figure><img src="/files/5kOdP0s8944VYuZj3Bgv" alt=""><figcaption></figcaption></figure>

From the **Hardware Product** dropdown, select the lock option that corresponds with your lock (e.g. Noke Lock, OMNI OGB1 Lock) then input the Mac Address and Serial Number of the lock. When you're finished, press Save button.

<figure><img src="/files/ZaWdQfUd0lZnVpl3bWCd" alt=""><figcaption></figcaption></figure>

Next, you'll add a **Locker** by clicking **+ Add** in the upper right-hand corner again, this time selecting *Kayak locker* from the Hardware Product dropdown. When you're finished, press Save.&#x20;

<figure><img src="/files/FhG1RMkFtSI1Ts6mTIQL" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/rvn1Da54udift7lhu7IA" alt=""><figcaption><p>Example of Adding a Locker</p></figcaption></figure>

Lastly, you'll add the **Kayak** by clicking **+ Add** in the upper right-hand corner. From the Hardware Product dropdown, select *Kayak* then assign the kayak to a locker, lock, and location. When you're finished, press Save.&#x20;

<figure><img src="/files/h3jtsgfNYiV8CXANM7Bd" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/EndsaqR7zymu1ko5YOvv" alt=""><figcaption><p>Example of adding a Kayak</p></figcaption></figure>

###

### Kayak Details

Going back to your Kayak List, when you click on a specific Kayak it will open the Kayak details such as the number, label, status, locations, lock, QR code, and assignment history. The Assignment history will show where these details are the Kayak Assigned to, who was the Assignee, when it was Assigned, and Unassigned On.&#x20;

Beside the Kayak tab, you will also see the [**Rentals**](/admin-site/rentals), [**Maintenance** **Tickets**](/admin-site/maintenance), and [**Maintenance Logs**](/admin-site/maintenance#maintenance-logs) tabs that are associated with this specific kayak number. You can check who rented the kayak, what day and time it was rented, what support tickets are tied to the kayak, and a list of historical maintenance information.&#x20;

<figure><img src="/files/44GCg0XxOFtjmQhZjTg5" alt=""><figcaption></figcaption></figure>

### User Experience

This is what users see when they're checking out the kayak system and getting ready to choose a kayak for rental. For more information about how a user starts a rental, you may refer to this documentation: [Start a Rental.](/movatic-app/rentals/first-rental)

<figure><img src="/files/fhTi7RgP2b7XxKXA2m6x" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/NDS7D4bQWIYpSnB8f7fn" alt=""><figcaption></figcaption></figure>

<br>


# Locks

Note: This are associated to another hardware.

The Hardware section displays the list of your hardware. To view Lock lists, utilize the filtering button located below the search bar by selecting Locks. \
The Lock list displays each individual lock in your system by its assigned lock number/identifier. You can see the hardware with which it is associated, the status of the lock as well as the power level. On the upper right-hand side, you also have the option to add new hardware by clicking the **+ Add** button. To learn more about how to add a lock make sure to visit our [**Hardware Setup**](/admin-site/modes/add-a-new-hardware) page.

{% hint style="info" %}
Each of these lists can be exported into CSV files for your records by clicking the **Export** button from the three dots beside the Add button.
{% endhint %}

<figure><img src="/files/q9fuN4hJQKrO9TGyEqey" alt=""><figcaption></figcaption></figure>

Here are the different statuses of the Locks:

* **Active** - hardware is available for rent.
* **Maintenance** - hardware is currently in repair by a mechanic.
* **Retired** - hardware is no longer available.
* **Stored** - Hardware is not currently in use and is kept in storage. It is not available for rent.
* **Missing** - The hardware is not in its designated location and cannot be accounted for. It is temporarily unavailable.
* **Lost** - The hardware is permanently unaccounted for and is considered lost. It is no longer available for use.
* **Rebalancing** - The hardware is being relocated to ensure a balanced distribution within the bike station. It is temporarily unavailable during this process.

## Editing a Lock

You can edit or retire a lock and click on any individual lock to view additional details — such as the lock description (mac address, bike number, vendor, power level, current status),  rentals, and maintenance tickets that are tied to the lock, a list of historical maintenance information, and event logs.

<figure><img src="/files/NJ5R0BqUYqX8xVxCLuK9" alt=""><figcaption></figcaption></figure>

By clicking **Edit,** you can change the mac address of the lock or you can move it to a different system.

{% hint style="info" %}
Keep in mind you **cannot** move or edit a lock when it is still assigned to the hardware. You will need to unassign it to the bike by going to the assigned Bike > Click Edit > Change the lock to No Lock.&#x20;
{% endhint %}

<figure><img src="/files/4J9VXIvIzZKxWRGABfsX" alt=""><figcaption><p>Example of Editing a Lock</p></figcaption></figure>


# Supported Locks

* [AXA Locks](/admin-site/modes/locks/supported-locks/axa-locks)
* [HD Noke Padlock](/admin-site/modes/locks/supported-locks/hd-noke-padlock)
* [Movatic BLE Controller Board](/admin-site/modes/locks/supported-locks/movatic-ble-controller-board)
* [OMNI Ring Lock](/admin-site/modes/locks/supported-locks/omni-ring-lock)
* [Desi Utopic Lock](/admin-site/modes/locks/supported-locks/desi-utopic-lock)

{% hint style="info" %}
If you need to support of a lock that is not listed here please reach our support team by sending an email to <support@movatic.co>
{% endhint %}


# AXA Locks

AXA Bike Security is part of Allegion (NYSE: ALLE) a global pioneer in the field of safety and security. These AXA locks have been integrated into our software platform that hundreds of bike fleets are using.&#x20;

![](/files/-MdU3ctHmSbifCdgUvMf)

These locks have strong locking capabilities wherein a cable can be connected so that it will be safely secured on a dock. If you are interested in how easy it is to add in a lock, visit our Locks page [here](/admin-site/modes/locks).

![](/files/-MeCDDs6FVgXP9zNQ1ZU)

{% hint style="info" %}
AXA locks do not have GPS functionality. We are currently working on improving the accuracy and reliability of the GPS information collected from the user’s device, but it is expected to be more limited.&#x20;
{% endhint %}

## User Experience

### Unlocking

During the rental process, the user will be asked to enter a bike number or will get to this screen via scanning a QR code. Once the rental starts, the app will transition to a "**Searching for Bike**" screen and it will ask the user to hold their phone close to the bike so that the Bluetooth can detect the lock and connect. The lock will make a loud noise as it attempts to unlock (As shown in the video below). When the unlock is successful, the user will see the **Rental Started** screen as shown here:&#x20;

![](/files/-MdY7a-KCPESI55cWZWC)

### Locking

To lock the bike, the user will need to go back on the app and click "**End Rental**" > Hold their phone close to the bike > Click **Lock** and they will be prompted to a screen that will instruct them how to pull down the orange tab on the Axa Lock.

![Locking Process on the app](/files/-MdYKFDiNGGKYpqqVkco)

## In Rental Unlock Process

We offer this feature so that users can keep their rental ongoing but has the ability to secure their bike if they decide to make a stopover and be able to unlock and ride again.&#x20;

If the locking process is successful, the app screen will display a green banner that says **Lock was locked**.

![](/files/-MeCI7XkfVmjNJ81Uso3)

{% hint style="info" %}
It is advisable to use the Movatic app which is accessible to customers rather than the maintenance app to verify the availability and performance of the bike's AXA locks. We propose creating a password-protected membership for employees that entitles them to a 100% rental discount.
{% endhint %}


# AXA Lock Pin Integration Issues

### Issues Identified:

#### 1. App Not Requiring PIN for Bike Return

* The application does not prompt users to input the pin on the cable from the bike rack into the lock, which is necessary to consider the bike returned.

#### 2. Rental End Without Attaching the PIN

* Users can end the rental without attaching the PIN to the lock, potentially leading to incorrect rental closure.

#### 3. AXA Lock Pin Not Required During End Rental

* The app is not mandating users to attach the AXA lock pin during the rental end process.

### Solution:

We do support the feature that requires the user to insert the lock pin into the AXA locks, and this can be enabled on a per-system basis. However, the AXA lock hardware must be the second version (V2), because the first version (V1) does not support this feature.&#x20;


# HD Noke Padlock

## About the lock

![Noke HD Padlock](/files/-Mj5C6UVsjgxkrzGLH7c)

NoKe is a leader in the smart lock industry from its inception in 2014 with its highly successful Kickstarter campaign for its initial padlock.

The HD Padlocks are keyless, heavy-duty locks with an industrial-strength body and intelligent core. These powerful locks are tamper-resistant, work in harsh environmental conditions, and are available with a shrouded shackle for extra protection. These locks are perfect for bike or kayak lockers to keep your hardware safe and secure.

**HD PADLOCK SPECS**<br>

* Bluetooth 4.0 - Secure app-based lock control
* Battery Life - 3+ year battery life, with a backup battery jump start
* Durable and Light - CEN grade 4, 1.2 lbs, IP68, -40F to 165F operating range
* Laboratory Tested - Rigorous 3rd party testing &#x20;
* [Lock Spec Sheet](https://cdn.shopify.com/s/files/1/0569/4403/4000/files/HD_AND_HD_padlock_sales_sheet.Ramsay_1_1.pdf?v=1626385288)

## App experience for Kayaks using Noke padlock

After a rental is started, a user will be shown the options below.

![](/files/-Mj5ILyZPhA3C9YePXNf)

Once the user selects Unlock Now, it'll show the following screen which instructs the user to hold the button down on the bottom of the lock. This will wake it up and allow the app to connect to it.

![](/files/-Mj5IcDlgzcs4UP5mVNu)

When the app connects, the top shackle will open and the light will flash green on the bottom. The app will then transition to the following screen. From here, a user can unlock the lock again if needed.

![](/files/-Mj5J-nOYTBX1awbuHRR)

Once "Continue is selected", the app will transition to the Active Rental screen. From here, a user can Unlock their locker to return the unit or get anything from their locker in the rental. The user can also end the rental.

![](/files/-Mj5JEie3fC3HBSs4Z8Z)

When the user selects End Rental, the app will remind them to ensure they've returned the unit to the locker. If they have not, they can click Cancel and go back to the previous Active Rentals screen and unlock it.

![](/files/-Mj5JUYwDwHg6qSBvwbt)

Once the user selects "Continue", the app will go through the locking flow and remind the user to hold the button down.

![](/files/-Mj5Jh7j_b1sQ4coWZ7t)

If the lock is closed, the app will detect it and end the rental.

## Maintenance app with Noke lock

Movatic has a [Maintenance app](/movatic-app) where you can change the batteries and/or service the padlock without needing a rental. To do this, log into the Maintenance app with your Admin dashboard credentials and select Nearby Devices. Make sure you hold the button down on the bottom of the lock until it flashes green - this is what "wakes up" the lock and allows it to broadcast. You can see the MAC address as well as the system name.

![](/files/-Mj5F2O_a2ZIgycucTYx)

By clicking on the lock, you'll be given an option to Unlock. This will actually unshackle it entirely which will allow you to remove it and/or replace the battery which is explained below. To close the lock, simply reinsert the lock and it should lock into place.

### Replacing battery

To replace a battery, you'll need a CR2 battery. You can follow along [here ](https://support.noke.com/need-a-hand-with-replacing-the-battery-in-your-hd/hd-smart-padlock)in the video, but make sure to use the Movatic Maintenance App to unshackle.&#x20;

![](/files/-Mj5HA4l5gHjs-oXB0I7)


# Movatic BLE Controller Board

## Description

This is a BLE capable board that can be used with admin as a lock controller.

#### This video describes how to power on this board for communication using a BLE app on a phone.

{% embed url="<https://www.loom.com/share/2b3150c794524229b5a290db5983ba47?sid=e1951374-b7e7-49b4-8465-bc266aa7cf86>" %}

Application for finding the Mac Address (LightBlue)

<figure><img src="/files/R3FKeCuYlRc44yxl9vDk" alt="" width="180"><figcaption></figcaption></figure>

What it looks like when you found the right device in LightBlue (device will show up in the list of nearby BLE devices as unnamed)\
The important fields will be:\
Device Name: Simple BLE Peripheral\
Deice Address: XX:XX:XX:XX:XX:XX (Mac Address)

<figure><img src="/files/umOl53bJ9KLpxR5uf5fo" alt=""><figcaption></figcaption></figure>

Once you have the Mac Address you can create the hardware in admin.movatic.co

<figure><img src="/files/gtzGq1w2ObWLzcRZxtSR" alt=""><figcaption></figcaption></figure>


# OMNI Ring Lock

![](/files/-Mj5LV2YZiXHFxJrj7z-)

OMNI is the lock provider behind such companies as Ofo and Mobike. Their cellular-enabled lock enables dockless bike-share systems to be easily created.

**LOCK SPECS**

* Bluetooth 4.0 + Cellular Unlock - Secure app-based lock control
* GPS Tracking - Live tacking enabling dockless sharing
* Sturdy Construction - Solid metal case
* Charging Port - Optional Solar panel or Dynamo with 2-week battery life&#x20;
* [Lock Spec Sheet](https://cdn.shopify.com/s/files/1/0569/4403/4000/files/OMNI_OC32_bike_lock_specifications.pdf?v=1625852045)

{% hint style="info" %}
If you are interested in how easy it is to add in a lock, visit our Locks page [here](/admin-site/modes/locks).
{% endhint %}

[<br>](https://documentation.movatic.co/general-setup/hardware-setup/hardware-acton-setup)


# OMNI Ring Lock Debugging

We've put together a list of simple steps to go through when it comes to debugging what might be going on with your OMNI Ring Lock.

1. Is the OMNI Ring Lock showing as connected on the Movatic dashboard? If yes, try do an unlock/lock. If not, go to the next step.
2. Is the OMNI Ring Lock showing as connected on your SIM card dashboard? This might be Hologram, Twilio, etc. (for more information about SIM Cards [click here](/admin-site/modes/sim-cards)).&#x20;
   1. If yes, go to step 3.
   2. If no, hit reset on your SIM card dashboard.&#x20;
   3. Move to step 3 if this doesn't resolve it.
3. Did you add it to the Admin site with the IMEI?
   1. Please verify all information is entered correctly.
4. On the [OMNI BLE app](https://documentation.movatic.co/general-setup/hardware-setup/hardware-acton-setup), double-check that the port and IP are set as follows:
   1. IP: tcp.movatic.co
   2. Port: 8000
      1. If these are set, take a screenshot to send to us later.&#x20;
      2. If it is not set, update it. We can only provide support for ones that have been connected to our server and are showing the IP/Port correctly.
5. If you run through these steps and are still having issues, please reach out to <support@movatic.co>.


# OMNI Ring Lock APP Experience

Within the app, you'll be able to start a rental and unlock the ring lock. Once in a rental, you're also able to lock it at anytime by sliding the latch down to secure the bike or scooter. When you want to ride again, simply select "Unlock" in the app and ride on!


# Desi Utopic Lock

This document provides step-by-step instructions for operators who need assistance in pairing the Movatic app with a Desi Utopic Lock.

\
**Preparations:**

* Necessary Information:\
  Please ensure to provide the MAC address and the advertised name/serial of the lock(s) to (<support@movatic.co>). Use the LightBlue app to obtain this information. Include the screenshot of the MAC address and advertised name/serial for our records before proceeding with the pairing process:

<figure><img src="/files/HIi222tMXGDKBj9YoXkN" alt="" width="310"><figcaption></figcaption></figure>

* Download the Android APK through this link: [movaticble-testapp.apk](https://drive.google.com/open?id=1yCjEyvi7aIw0BquIWd74_ONI4Y5eB3q7) (This link will not expire).

### Steps to Pair Desi Utopic Lock:

1. Open the Utopic Smartlock app and do an unlock then lock to make sure it works there.
   * Please verify the firmware version is up to the most recent version. If it is not, update now.
2. Now it is time to install the Movatic test app on Android.
   * Download the app from this [link ](https://drive.google.com/file/d/1yCjEyvi7aIw0BquIWd74_ONI4Y5eB3q7/view)and open the downloaded APK file to install it
   * Launch the app to ensure it opens - it is not very fancy, but does the job.
3. Now in the Utopic Smartlock app, click on the lock that shows as Available.
4. In the top right, you’ll see 3 lines (hamburger menu), click that.
5. You should see a list of items, click on “Users' ' then “Enroll new controller” and click the plus sign. The lock should make a long beep. Close the Utopic Smartlock app and go to the next step.
6. Go to the Movatic test app and click the 3 dots in the top right and select "Desi", and wait for the vendor serial to appear, then click on it. A screen will appear with Lock State at the top and multiple buttons. Click "Install Lock". Listen for two beeps.
7. On that same screen, press "Unlock" and confirm the lock unlocks. You might need to do this a few times.
8. Your lock is now paired properly!


# Bluetooth Locks Setup

## **Adding l**ocks

You can add locks to a system and then assign them to other hardware, such as bikes, lockers, kayaks, etc. To add a lock to a system on the Admin Site, go to the `Hardware` section and then click the `+ Add` button in the upper right-hand corner.

<figure><img src="/files/buCZBZFR8Yfy5wJwR3Ix" alt=""><figcaption><p>Hardware Section</p></figcaption></figure>

In the `Add Hardware` screen, select `Lock` in the `Hardware Type` dropdown and then choose the `Hardware Product` and `Hardware Product Version` that matches the type of lock that you're adding.

<figure><img src="/files/cVpM4NrnM2SUvptJN5he" alt=""><figcaption></figcaption></figure>

Complete the rest of the form with the information specific to your lock, then click `Submit`. If successful, the lock will now appear under your `Lock List` in the `Hardware` sectio&#x6E;**.** Click the Locks in the filtering button below the Search bar to display the Lock List.

<figure><img src="/files/T9jSyuxEiyOW3DV2okAL" alt=""><figcaption></figcaption></figure>

## Axa

Before adding a lock, obtain the QR code information from the back of the lock. If you need to scan the QR code, downloading a QR code scanner app is recommended, as the base camera apps do not scan these QR codes properly.

* From the Hardware section, click the "+Add" button. Select Lock as the Hardware type and Axa Lock for the Hardware Product. <br>

  <figure><img src="/files/Wn5EqYbjMUUUtMYEcfpg" alt=""><figcaption></figcaption></figure>
* In the screen that appears (see above) enter the value that was obtained from the QR code. It should be something like: AXA-46D460EF06CB94F7B45D-7C484634C76847FFBE78ECB8A5D3CCA3.

{% hint style="info" %}
&#x20;Note that if the screen asks for a Mac address, then the vendor is not Axa or new hardware is not disabled.
{% endhint %}

&#x20;

* If this is successful, the system will either add it to key safe or obtain the info from key safe if it's already added. If this step fails, its likely that the locks are not brand new and have yet to be claimed to our key safe account. Contact Axa if this is the case.
* Once added, you'll receive confirmation and the admin site will go back to the Lock list. You should see a new lock added with a valid MAC address. The lock can then be assigned to a bike.

## Noke

* Confirm that Noke has serial number information from the lock(s) transferred to our system for connectivity.
* If locks are brand new, request the Serial Number and MAC Address from Noke to add to your account so that they’re set up and ready to test upon delivery.

{% hint style="info" %}
If you are using both Axa and Noke locks, they will have to be used in separate systems.
{% endhint %}

To contact Noke support please reach out to <support@noke.com> & phone 385-204-402


# Bike Lockers

## Locker System

The **Lockers** section displays each locker in your system by its assigned locker number/identifier. You can see the status of the locker as well as the location and power level. On the upper right-hand side, you also have the option to add a new locker by clicking the **+ Add** button.

<figure><img src="/files/ncrFfvl5DimZF7cr44qc" alt=""><figcaption><p>Example of Lockers</p></figcaption></figure>

When you **add a locker**, all you'll need to include is the number associated with that particular locker that users will see from the app and the location of the locker. When you are finished, click the Save button.

<figure><img src="/files/UU8uAygNzm1FHp3bHIuQ" alt=""><figcaption></figcaption></figure>

You can click on any individual locker to view additional settings under the Hardware Details section: Check what day and time it was recently rented, what maintenance tickets are tied to the locker, and a list of maintenance logs, and event logs. \
While the Assignments section displays the assigned hardware to the Locker. In the upper right corner of the Assignments section is the +Add button which allows you to add an assignment to the designated Locker.

<figure><img src="/files/F94EvRWB8YhMzyDH3VMh" alt=""><figcaption></figcaption></figure>

Lockers can be edited by clicking the **Edit** button, which will give you the option to change the locker number, the station, the lock, and the status.&#x20;

<figure><img src="/files/oR7lXJFf3r55mLEKOoPX" alt=""><figcaption></figcaption></figure>

## Add or Edit a Lock

The **Locks** list displays all the locks in the system that state the Lock and Locker number, current status, and power level. Similar to the lockers, you can also add a lock by clicking the **+Add** button on the upper right-hand side. Click the three dots beside the Buy button to **Export** or **Import** CSV file.

<figure><img src="/files/8So1oJFi38a1MoIWh2Ue" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/jws8T64hJtOu60OL3ibd" alt=""><figcaption><p>Example of Adding a Lock</p></figcaption></figure>

You can also **Edit** or **Retire** a lock and click on any individual lock to view additional details — such as the lock description (mac address, vendor, power level, current status),  [**rentals**](https://documentation.movatic.co/feature-guide-2/rentals) and [**maintenance tickets**](/admin-site/maintenance) that are tied to the lock, and a list of historical [**maintenance**](https://documentation.movatic.co/feature-guide-2/maintenance) information and event logs.&#x20;

<figure><img src="/files/UISTbDb7SthxhyRU24qf" alt=""><figcaption></figcaption></figure>

By clicking **Edit**, you can change the mac address of the lock or you can move it to a different system. &#x20;

{% hint style="info" %}
Keep in mind you **cannot** move or edit a lock when it is still assigned to the hardware. You will need to unassign it to the locker by going to the assigned Lockers > Click Edit > Change the lock to No Lock.&#x20;
{% endhint %}

<figure><img src="/files/tTRQvKltQPxiHXsZdnw2" alt=""><figcaption><p>Example of editing a Lock</p></figcaption></figure>


# Racks

The **Racks** list can be found by clicking on **Hardware** on the left side of the dashboard. This displays a list of all your racks with their corresponding ID/identifier, rack name, status, and location.&#x20;

<figure><img src="/files/3nCevIL3YYPjK0bEnEoP" alt=""><figcaption><p>Example of Rack List</p></figcaption></figure>

On the upper right-hand side, you also have the option to **add a new rack** by clicking the **+ Add** button. You can also add racks in bulk by clicking Import from the three dots beside the Buy button to upload a CSV file.

<figure><img src="/files/naWr3ouIiUjq6eYQfeEN" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
Additionally, clicking the **Export** button will download the list into CSV files for your records.
{% endhint %}

Here are the different statuses of the racks:

* **Active** - hardware is available for rent.
* **Maintenance** - hardware is currently in repair by a mechanic.
* **Retired** - hardware is no longer available.
* **Stored** - Hardware is not currently in use and is kept in storage. It is not available for rent.
* **Missing** - The hardware is not in its designated location and cannot be accounted for. It is temporarily unavailable.
* **Lost** - The hardware is permanently unaccounted for and is considered lost. It is no longer available for use.
* **Rebalancing** - The hardware is being relocated to ensure a balanced distribution within the bike station. It is temporarily unavailable during this process

You can click on any individual rack to view additional details such as the rack label, product name, version, status, current location, and assignment history. Also, you can **retire** or start **editing** the rack from this page. <br>

<figure><img src="/files/YeTAFMNxQ3Nk3L66SNKG" alt=""><figcaption></figcaption></figure>

Furthermore, you can also check the tabs beside the bike room tab to check the [**rentals**](/admin-site/rentals), [**maintenance** ](/admin-site/maintenance)tickets tied to the rack, and a list of maintenance and event logs. &#x20;


# Batteries

The **Batteries** hardware type is designed to help system administrators keep track of the batteries assigned to locks or other hardware. This tracking aids in understanding the lifespan of each battery.

{% hint style="info" %}
Currently, this hardware type is for administrative purposes only and does not impact rentals or the behavior of other hardware.
{% endhint %}

\
To view the **Batteries** list, click on "Hardware" on the left side of the dashboard. This will display a list of all your hardware, including batteries. To filter and view only the batteries, click on the "Batteries" filter.

<figure><img src="/files/1gxOxr7HeuctGl6semvV" alt=""><figcaption></figcaption></figure>

In the upper right-hand corner, you can add a **new battery** by clicking the "+ Add" button. If you need to add batteries in bulk, click on "Import" from the three-dot menu next to the "Buy" button to upload a CSV file.

<figure><img src="/files/kZF8SFLW8QCmdVod9yzG" alt=""><figcaption></figcaption></figure>

When adding a new battery to the system, you can assign a label for easy identification and select its hardware state, both of which can be updated at any time.

<figure><img src="/files/j43lKVHwNyIvwWzgRPtz" alt=""><figcaption></figcaption></figure>


# Scooters

<figure><img src="/files/Qpnwd3qL0uBDuVkVYbCn" alt=""><figcaption></figcaption></figure>

The **Scooters** section can be found by clicking on [**Hardware** ](/admin-site/modes)on the left side of your dashboard. This section displays each individual scooter in your system by its assigned scooter number. You can see the status of the scooter as well as the location, battery percentage, remote option to lock, unlock or ring the scooter.

Here are the different statuses of the Scooters:

* **Active** - The Hardware is available for rent.
* **Maintenance** - The Hardware is currently in repair by a mechanic.
* **Retired** - The Hardware is no longer available.
* **Stored** - The Hardware is not currently in use and is kept in storage. It is not available for rent.
* **Missing** - The hardware is not in its designated location and cannot be accounted for. It is temporarily unavailable.
* **Lost** - The hardware is permanently unaccounted for and is considered lost. It is no longer available for use.
* **Rebalancing** - The hardware is being relocated to ensure a balanced distribution within the bike station. It is temporarily unavailable during this process

<figure><img src="/files/EkHLooXV1PISb2pc9sj1" alt=""><figcaption><p>Example of Scoter list</p></figcaption></figure>

On the upper right-hand side, you also have the option to add new scooters by clicking the **+ Add** button. To learn more about how to add a scooter make sure to visit our [Hardware Set Up](/admin-site/modes/add-a-new-hardware) page.

{% hint style="info" %}
Each of these lists can be exported into CSV files for your records by clicking the **three dots > Export button** in the upper right-hand corner of the screen.
{% endhint %}

<figure><img src="/files/08n1lMdXmJBfo4eRDddI" alt=""><figcaption></figcaption></figure>

Once you select a location, you'll see **Scan** as the option, which will open your camera to scan a QR code. Once your QR code is successfully read and your rental is confirmed, the rental will begin.

{% hint style="info" %}
Bluetooth must be turned on in the user's smartphone for a rental to begin.
{% endhint %}

![](/files/-M4GUCpM3ReCAl9Jl8as)

To learn more on how to **unlock scooters remotely,** you can visit this page [**here**](/admin-site/modes/scooters/unlocking-scooters-remotely).&#x20;


# Details Page

By accessing the Scooter List as indicated in the [Scooters section](/admin-site/modes/scooters), you can click on any individual scooter to view additional settings such as the scooter information, [**rentals**](/admin-site/rentals), [**tickets**](https://documentation.movatic.co/feature-guide-2/customer-support), [**maintenance logs**](https://documentation.movatic.co/feature-guide-2/maintenance) and event logs. You can check who rented the scooter, what day and time it was rented, maintenance tickets that are tied to the scooter,  and a list of historical maintenance information.&#x20;

While the Assignments section displays the assigned hardware to the Scooter. In the upper right corner of the Assignments section is the +Add button which allows you to add an assignment to the designated Scooter.

<figure><img src="/files/jz9fpXnZ8lOAYhGpSkGG" alt=""><figcaption><p>Details page</p></figcaption></figure>


# Edit a Scooter

When you click the **Edit** button, you are given the options to modify the state of the hardware, a descriptive label to identify the scooter, vendor and QR codes, or the number associated with it. When you are done making changes, click the save button.

<figure><img src="/files/3oxlh84ou0MxrehhP5Bo" alt=""><figcaption></figcaption></figure>


# Supported Scooters

* [Segway Scooter](/admin-site/modes/scooters/supported-scooters/segway-setup)
* [ACTON Scooter](/admin-site/modes/scooters/supported-scooters/hardware-acton-setup)
* [OMNI IoT Scooter](/admin-site/modes/scooters/supported-scooters/hardware-acton-setup-1)


# Segway Scooter

This section will walk you through how to set up your Segway hardware on the Admin dashboard.

![Segway Login](/files/-MLTRe3ZtLG-9nJSkdeV)

1. Log into your Segway Dashboard at [dashboard.segwaydiscovery.com](http://dashboard.segwaydiscovery.com)
   1. You will need the following:
      1. Platform Code
      2. Username
      3. Password
   2. Once you've filled this information in, select "Login".
2. In the top right, your username will appear with a downward facing arrow. Click that and select Basic Information.  &#x20;
3. Select "Edit" and in the URL box, insert <https://segway.movatic.co> - it must be entered exactly like this.

   <img src="/files/-MLTTUh_Cjg5SvdH3HEc" alt="" data-size="original">&#x20;
4. Select "View" next to APIKey, enter your password for security, and copy the APIKey down manually. This will be sent to whoever is supporting your setup on the Movatic side.
5. Hit "Save".
6. Navigate to "Scooters" on the far left side of your screen and select "Status\&Control" in the dropdown. You will come back to this tab.
7. In another tab, log into your Movatic Admin Dashboard at [admin.movatic.co](http://admin.movatic.co).
8. Select Scooters on the left side of the screen then select +Add.
9. Select the corresponding hardware product (Segway Max, for example)
10. Fill in Product Version, Hardware state, Number for your hardware, Label (optional) as applicable.&#x20;
11. Next, you will copy the **IoT IMEI** from the Segway Dashboard for that hardware into "Vendor ID" on the Admin dash.
12. On "Vendor QR Code", insert this URL <https://us-app.segway.pt/api/vehicle/qrcode/XXXXX> and replace the XXXXX with the **QR Code** from the QR Code column on the Segway Dashboard for that hardware.&#x20;
13. Select Submit.&#x20;
14. If you see "Add successful!", you're set.


# ACTON Scooter

This section will walk you through how to set up your ACTON hardware on the Admin dashboard.

1. Setup the port and IP for each scooter in your [OMNI Ble app (Android)](https://omni-android-apk.oss-cn-shenzhen.aliyuncs.com/onmiProdectionCheck-release-146-3.8.6.apk). From the app, you'll select FEISHEN\_A from the main screen list of options then scan the QR code of your device to populate details. This app is only available for Android devices.\
   IP: tcp.movatic.co (case sensitive)\
   Port: 8000
2. Send us an app screenshot to confirm the configuration.\
   \
   &#x20;<img src="/files/-MNyVXhUcnsu2U-DfFtG" alt="" data-size="original">&#x20;

3\. Confirm that the sim card for each scooter is online via your sim card dashboard on Twilio (for more information about SIM Cards [click here](https://app.gitbook.com/o/-M1gT-6NDxefL_b0MYfd/s/-M1gTRVJLmbjSTzuU6Ei/~/changes/ILj3HxA9DDIZI16mlxbm/quick-start/hardware-setup/sim-cards)). Please note that your sim cards will require a data plan to function (This applies when you are managing your SIM cards with your provider), and screenshots should be shared similar to the images down below.\
If the SIM cards are being managed by us we'd verify this.&#x20;

![Programmable SIMs](/files/-MNyWEB5d0-QLkBKOkBk)

![Connectivity Twilio (Data transmitted)](/files/ZmbGkOPoaDOSgNk8p1YJ)

{% hint style="info" %}
When you email us please include the screens list (configurator app, SIMs card configuration)
{% endhint %}

4\. Add your hardware info (IMEI) into the Movatic dashboard along with the other required fields. When you are finished, click the submit button. Follow this [link](broken://pages/-M29RZxxyG_rhPVFHCda) for hardware setup. \
&#x20;&#x20;

<figure><img src="/files/LpuJa3deuv6ARjlufX5C" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
As a standard troubleshooting procedure, make sure that your connectivity for each sim card is showing **online.** If your connectivity shows "no active data session," make sure your scooter is powered on and hit the 'reset' on the right side of the screen to reset your sim's network and attempt a new one.
{% endhint %}

![Connectivity Twilio (No data transmitted)](/files/-MNyYhOOKD19EQJ2jHUw)

5\. When your sim card is connected to a network, you'll see details populated for your active data session, including an estimated location.

![Connectivity Twilio (Data transmitted)](/files/-MNyZ0wKoXViJ7sS5aFE)

6\. You'll be able to confirm your scooter's connectivity by going to your Movatic admin dashboard and selecting 'scooters' from the filtering button below the Search bar.

<figure><img src="/files/3FDYUiBxgu2vZrkBvPEe" alt=""><figcaption><p>Connected scooters show a battery percentage as well as the lock and unlock buttons changing color.</p></figcaption></figure>

7\. Click on a connected scooter and test out the lock/unlock functions to confirm connectivity with the software.

{% hint style="info" %}
It is suggested to have the battery fully charged when completing these setups.
{% endhint %}


# OMNI Scooter Debugging

We've put together a list of simple steps to go through when it comes to debugging what might be going on with your scooter.

1. Is the Scooter showing as connected on the Movatic dashboard? If yes, try do an unlock/lock. If not, go to the next step.
2. Is the scooter showing as connected on your SIM card dashboard (for more information about SIM Cards [click here](https://app.gitbook.com/o/-M1gT-6NDxefL_b0MYfd/s/-M1gTRVJLmbjSTzuU6Ei/~/changes/ILj3HxA9DDIZI16mlxbm/quick-start/hardware-setup/sim-cards)) ? This might be Hologram, Twilio, etc.&#x20;
   1. If yes, go to step 3.
   2. If no, hit reset on your SIM card dashboard.&#x20;
   3. Move to step 3 if this doesn't resolve it.
3. Did you add it to the Admin site with the IMEI?
   1. Please verify all information is entered correctly.
4. On the [OMNI BLE app](https://documentation.movatic.co/general-setup/hardware-setup/hardware-acton-setup), double-check that the port and IP are set as follows:
   1. IP: tcp.movatic.co
   2. Port: 8000
      1. If these are set, take a screenshot to send to us later.&#x20;
      2. If it is not set, update it. We can only provide support for ones that have been connected to our server and are showing the IP/Port correctly.
5. If you run through these steps and are still having issues, please reach out to <support@movatic.co>.


# OMNI IoT Scooter

This section will walk you through how to set up your OMNI IoT Scooter on the Admin dashboard.

1. Setup the port and IP for each scooter in your [OMNI Ble app (Android)](https://omni-android-apk.oss-cn-shenzhen.aliyuncs.com/onmiProdectionCheck-release-146-3.8.6.apk). From the app, you'll select FEISHEN\_A from the main screen list of options then scan the QR code of your device to populate details. This app is only available for Android devices.\
   IP: tcp.movatic.co (case sensitive)\
   Port: 8000
2. Send us an app screenshot to confirm the configuration.\
   \
   &#x20;<img src="/files/-MNyVXhUcnsu2U-DfFtG" alt="" data-size="original">&#x20;

3\. Confirm that the sim card for each scooter is online via your sim card dashboard on Twilio (for more information about SIM Cards [click here](/admin-site/modes/sim-cards/twilio-process-for-activating-sim-cards)). Please note that your sim cards will require a data plan to function (This applies when you are managing your SIM cards with your provider), and screenshots should be shared similar to the images down below.\
If the SIM cards are being managed by us we'd verify this.&#x20;

![Programmable SIMs](/files/-MNyWEB5d0-QLkBKOkBk)

![Connectivity Twilio (Data transmitted)](/files/ZmbGkOPoaDOSgNk8p1YJ)

{% hint style="info" %}
When you email us please include the screens list (configurator app, SIMs card configuration)
{% endhint %}

4\. Add your hardware info (IMEI) into the Movatic dashboard along with the other required fields. When you are finished, click the submit button. Follow this [link](broken://pages/-M29RZxxyG_rhPVFHCda) for hardware setup. <br>

<figure><img src="/files/T5U5E1p2t4YkeTaIB63g" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
As a standard troubleshooting procedure, make sure that your connectivity for each sim card is showing **online.** If your connectivity shows "no active data session," make sure your scooter is powered on and hit the 'reset' on the right side of the screen to reset your sim's network and attempt a new one.
{% endhint %}

![Connectivity Twilio (No data transmitted)](/files/-MNyYhOOKD19EQJ2jHUw)

5\. When your sim card is connected to a network, you'll see details populated for your active data session, including an estimated location.

![Connectivity Twilio (Data transmitted)](/files/-MNyZ0wKoXViJ7sS5aFE)

6\. You'll be able to confirm your scooter's connectivity by going to your Movatic admin dashboard and selecting 'scooters' from the filtering button below the Search bar.

<figure><img src="/files/3FDYUiBxgu2vZrkBvPEe" alt=""><figcaption><p>Connected scooters show a battery percentage as well as the lock and unlock buttons changing color.</p></figcaption></figure>

7\. Click on a connected scooter and test out the lock/unlock functions to confirm connectivity with the software.

{% hint style="info" %}
It is suggested to have the battery fully charged when completing these setups.
{% endhint %}


# OMNI IoT Scooter Debugging

We've put together a list of simple steps to go through when it comes to debugging what might be going on with your scooter.

1. Is the Scooter showing as connected on the Movatic dashboard? If yes, try do an unlock/lock. If not, go to the next step.
2. Is the scooter showing as connected on your SIM card dashboard (for more information about SIM Cards [click here](/admin-site/modes/sim-cards/twilio-process-for-activating-sim-cards)) ? This might be Hologram, Twilio, etc.&#x20;
   1. If yes, go to step 3.
   2. If no, hit reset on your SIM card dashboard.&#x20;
   3. Move to step 3 if this doesn't resolve it.
3. Did you add it to the Admin site with the IMEI?
   1. Please verify all information is entered correctly.
4. On the [OMNI BLE app](https://omni-android-apk.oss-cn-shenzhen.aliyuncs.com/onmiProdectionCheck-release-146-3.8.6.apk), double-check that the port and IP are set as follows:
   1. IP: tcp.movatic.co
   2. Port: 8000
      1. If these are set, take a screenshot to send to us later.&#x20;
      2. If it is not set, update it. We can only provide support for ones that have been connected to our server and are showing the IP/Port correctly.
5. If you run through these steps and are still having issues, please reach out to <support@movatic.co>.


# Scanning

Each individual scooter has a unique [**QR code**](/admin-site/modes/add-qr-codes) that can be scanned using the app. The '**Scan**' option can be found on the bottom right as soon as the app is opened.&#x20;

<figure><img src="/files/iMqyIX2hrag4ykbuUADt" alt=""><figcaption></figcaption></figure>


# Unlocking Scooters Remotely

Admins can unlock their scooters remotely using the dashboard. To do this, you will need to go to **Hardware** > Select a **Scooter** and scan the **QR code** on your computer during the rental process on the app.

<figure><img src="/files/GH0RqrMJ8VJAxbx1Ug5d" alt=""><figcaption><p>Example of Scooter on Admin</p></figcaption></figure>

<figure><img src="/files/w3LDVVRlVOfjzb9priEY" alt=""><figcaption><p>QR Code</p></figcaption></figure>

Alternatively, an Admin can also utilize the **Actions** feature on the Scooter details page to control the scooter by clicking the Unlock, Lock, Ring, or Locate buttons.&#x20;

<figure><img src="/files/SykHbE5NZ0KIrn2wXBAl" alt=""><figcaption></figcaption></figure>

Selecting either one of these buttons will affect their corresponding action and a green banner will display that the request was successfully sent as shown below:

<figure><img src="/files/eU06UXWwF6Z1d7DkvR5V" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/k0WNn6jPvvmizfXa7oRZ" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/JhbPf7TeY6DlBZMFeR7b" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/tGZjimA0MW8k9q4dmh9A" alt=""><figcaption></figcaption></figure>


# Uploading Scooters in Bulk

Admins can upload multiple scooters in bulk by using a **.csv** file. To begin, from the Hardware section, click Scooters to display all scooters in your System. Click the three dots in the upper right corner and select Import to upload CSV file.

<figure><img src="/files/NLqVNqwT2seYifpFPoOw" alt=""><figcaption></figcaption></figure>

A new page will pop up and ask you to fill in the hardware details such as the Hardware Product, Product Version, Override State, and Overide Location.&#x20;

<figure><img src="/files/Bc1ehx0EBbYEraXaSueT" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
When uploading a CSV formatted file, prepare a spreadsheet and make sure you follow the exact format in the description. Ensure that the designated columns are all filled out. Once done, save it as a csv and upload it on admin.
{% endhint %}

![Example of how to type the information on a spreadsheet](/files/-MhKgrcuf4XnV4RlJUQg)


# Scooters Offline: Troubleshooting Protocol

This guide is intended to assist operators in resolving a critical scenario where all scooters are reported as offline. The problem arises from data expiration, necessitating data renewal. In cases where the scooters remain offline even after data renewal, escalation to the software team becomes essential for potential connection resets.

Follow the Initial troubleshooting ([Hardware Debugging)](https://documentation.movatic.co/admin-site/modes/hardware-debugging):

#### For Bluetooth Low Energy Issue

1. Check that the unit has power.
2. Check that the unit is broadcasting. This can be done via the Maintenance app or a separate BLE scanning app.
3. Check if other units are working. For isolated incidents, contact your hardware manufacturer. Most broad-based incidents are related to software, while most isolated events are related to hardware.

#### For Cellular Connection Issue

1. Check that the unit has power.
2. Check the sim card configuration and verify that it's configured correctly via the sim card provider dashboard.
3. Check that the device is properly pointed to Movatic's server.
4. From the Movatic admin site, verify that the information is entered correctly (i.e. IMEI, Vendor ID)

Once the initial troubleshooting is complete and the issue persists, please don't hesitate to contact us for additional support at **<support@movatic.co>**.

<br>


# SIM Cards

This guide is intended to provide operators with a comprehensive understanding of the SIM card technology utilized in these systems. While both systems use SIM cards, it's important to note that Omni Locks use "Super SIM," whereas Acton employs "Programmable Wireless SIM." Although the process for managing these SIM cards is quite similar, there are specific differences that will be outlined in this documentation.

**Key SIM Card Types**

* **Super SIM (Omni Locks):**\
  Super SIM is the type of SIM card used for Omni Locks. It's designed to provide robust connectivity across various networks, ensuring reliable communication between the lock and the system.<br>
* **Programmable Wireless SIM (Acton):**\
  Acton utilizes Programmable Wireless SIM, a versatile SIM card providing the necessary connectivity for the system to operate effectively. It's tailored to meet the specific requirements of Acton's system, optimizing performance and reliability.

Understanding and effectively managing SIM cards are essential components of ensuring the smooth operation of both Omni Locks and Acton systems.

##

## [Twilio Process for Activating SIM Cards](/admin-site/modes/sim-cards/twilio-process-for-activating-sim-cards)


# Twilio Process for Activating SIM Cards

Log into [Twilio](https://console.twilio.com/) and search for Internet of Things, if you don’t have it pinned to your dashboard.

![](https://lh5.googleusercontent.com/WtvKmZfpKVyk1eQFkAk11aKx55i-c1g9NzgJdAXGNv7gYAHj6wv6YCy4syK3PkkTDfRZfPqbWpifEtKRbdOJ4h2nJXQsp7CHd9Nq4LMl6kiKm9N6BoTc37lR9szNzF0G40wJ_W3yTtg_ksWz_ROLoz8)

Select Super SIM or Programmable Wireless SIM

Omni locks use Super SIM and Acton used Programmable Wireless SIM&#x20;

The process is very similar for both, but not exactly the same.&#x20;

For both you need to search by ICCID number. For Super SIM you can search for up to 10 at a time. Programmable Wireless need to be done one at a time. Otherwise the process is the same. Expand Super SIM, click on SIM, and enter ICCID number(s) into the search field.

![](https://lh6.googleusercontent.com/GYPJi-5OM4cCjuGh2ZFuurOuN5lLYSKt4bJH6BZd-WruPczBcl7SotXCsJa-XkXOBpDUNsEDyzmrAl7LOTSof2lX7zZnyp47BBhGm6otSD3lGtJEXgArOSWmKfATEeC_4d90cnnsqXwfneI03glq6GA)

Once all the numbers needed are entered, hit Filter

![](https://lh5.googleusercontent.com/JT66rOJmxgPE7LcbIZteI_N15K1muucGW1-YZF3Ql8RQ6PA-2hu2clgpNKlP0xIFxjx_xQV7cO5lTkXzNaZLUmwpTuaF1R4RcvOHdfEhN9DpxDhYe8MHrSMPGzdh_zjlR1vIUILOYa0f-iWj7v8ad_8)

Click on the link in the SIM field. Update Fleet and Status, and save

![](https://lh5.googleusercontent.com/NYvxcsBj_B-wND7C2wWrXu8BDau1ndIOoIqL4_PZ3YUe-1y3MP6_0MFgRiXHPjyhPGKeF7rT01oUzHMO41njPZuawx_Pw5jU37aExGLiTMwCkb0VsaJjNJwnzhQNpRskRmFDS-BOlxli8_xlXUuar8w)

To update multiple SIMs at one time, check the boxes on the left and hit Update. Then select active and the correct fleet.

![](https://lh5.googleusercontent.com/dWKGQNQob5C6yU8LmH2LR36tYQG5Kjo79zbkfrNdbNOPVW-8cVVtnKyx_btp9kvwsEsUHyZSToSZtH92d9w1FVjTsY2pDI13Oy05yzvqUIInHdQTVz2Lmy9XK-nBOd4s_-sPyqJ4ZAyRfgJvck6j_HA)


# Hardware Debugging

This section will include steps to debug any common issues that may arise at some point after your hardware is set up. Before you reach out to Movatic for any bug issues, please ensure you have tried the following steps below:

### For Bluetooth Low Energy Issue

1. Check that the unit has power.
2. Check that the unit is broadcasting. This can be done via the Maintenance app or a separate BLE scanning app.
3. Check if other units are working. For isolated incidents, contact your hardware manufacturer. Most broad-based incidents are related to software, while most isolated events are related to hardware.

### For Cellular Connection Issue

1. Check that the unit has power.
2. Check the sim card configuration and verify that it's configured correctly via the sim card provider dashboard.
3. Check that the device is properly pointed to Movatic's server.
4. From the Movatic admin site, verify that the information is entered correctly (i.e. IMEI, Vendor ID)
5. Contact Movatic at <support@movatic.co> for additional support once the above steps have been performed.


# Locations

The **Locations tab** is located above the Hardware tab and includes 2 sections: Locations and Map. The locations tab contains the locations of your rental fleet.&#x20;

<figure><img src="/files/sHF23GgQaF1mcKBMmZa9" alt=""><figcaption></figcaption></figure>

The **Locations** section is everything you see on the Map, in text form. The actual name of the location categorizes information in this tab, an Actions tab where you can edit details, a Zone type ([zone ](/admin-site/locations/zones)or a [rack](/admin-site/modes/racks)), the amount of hardware available, or the status of the hardware (Active, inactive, unassigned, or under maintenance).&#x20;

<figure><img src="/files/olYBh1M0zdEnKKLh5inv" alt=""><figcaption></figcaption></figure>

The **Map** section is the same map you see on the [Dashboard](/admin-site/dashboard), but with a bigger view.&#x20;

{% hint style="info" %}
Each list can be exported into CSV files by clicking the **Export** button on the upper right-hand corner of the screen.
{% endhint %}

<figure><img src="/files/U0GFFEa57l4jEZQts7xc" alt=""><figcaption><p>Map</p></figcaption></figure>

<figure><img src="/files/5X9d2tYtyzyyydcnNyBF" alt=""><figcaption><p>User View</p></figcaption></figure>

{% hint style="info" %}
Users have the same view in their maps. If they click on any specific icon, it will show the Location Name, System Name, Hardware Availability, and the rate.&#x20;

On your end, it will show you specific details including location name, latitude/longitude, status of the station, banner where a custom logo is displayed, and a map of where the station is located.
{% endhint %}

Clicking the Pencil button under the Action category will route you to a page where you can edit Location details. It will allow you to modify the location name and status, radius for the zone, access restrictions (public/private), banner, rates, and the location on the map. When you are done making changes, click the submit button.

<figure><img src="/files/ChNnS28i6IoqdX7MVwCL" alt=""><figcaption></figcaption></figure>

You can also view additional information about the location by clicking the location name. This will take you to the relevant Location Details tab where the following information is displayed: location and access type, the latitude/longitude, radius, status, the number of racks, pieces of hardware available, the banner displaying a custom logo, and a map of where the station is located.

Beneath the Location details, you'll find the Location Stats, where the number of rentals that have been started and ended at the station are displayed.

On the right side of the screen, is the **Bikes** **at this Location** box showing the bike numbers and their relevant status. Below this is the **Rates at this Location** box. This includes the list of rates associated with the Location.&#x20;

In the upper right corner, you have the option to edit or retire this location. When you retire a location, it will be removed from the map and inaccessible to users.

<figure><img src="/files/CSWpB1hQB4GRnjjv4fGC" alt=""><figcaption></figcaption></figure>

When you click edit, you can modify the location name and status, <mark style="background-color:orange;">station capacity</mark>, banner, speed limit if applicable, and the location on the map. When you are done making changes, click the submit button.

<figure><img src="/files/xGGWhYnzYHAAS7jogNZK" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/7T9v8ARnx4s1nhSWrOJN" alt=""><figcaption></figcaption></figure>

The **Rentals** tab, shows all rentals related to the selected location. This view includes the hardware, user and the start and end location and time.

<figure><img src="/files/SBQObAbUBquZxCt8z24G" alt=""><figcaption></figcaption></figure>

You can view additional details of a rental by clicking on one of the rentals from the list. Additional information includes a map of where the rental occurred, the name of the user, the exact duration, the user's rating for that particular rental and transaction details.

<figure><img src="/files/HwE9OlpPFP8Op7PxmFM5" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
All rentals can be exported into CSV files by clicking the **Export** button in the upper right-hand corner of the screen.

In the same way, all the rental routes geo-tracking data can be exported with the "**Export Routes**" button. The data will arrive in your email as a GeoJSON file and this can be used on sites that accept this type of file. (i.e.: Kepler.gl) If you are interested in this process, please follow [this step-by-step guide](https://scribehow.com/shared/Kepler_Workflow_for_Stations__94QRE2wkQgGUDmNIgFpDqQ).
{% endhint %}


# Zones

**Zones** are predetermined boundaries set by the admins to identify the areas where bikes and/or scooters can be parked following a rental. These parameters are only applicable to dockless bike and scooter systems. There are 5 zone types.&#x20;

{% hint style="info" %}
Bikes and scooters with GPS tracking capabilities are the only hardware that can utilize zones.
{% endhint %}

**Zone Types**:

\
• **No Go Zone** - Area where users are prohibited from riding.

• **Slow Zone** - Areas where users are prohibited from riding bikes or scooters above a speed limit.

• **Restricted Zone** - Area where users are prohibited from parking bikes or scooters at the end of rentals.&#x20;

• **Preferred Parking Zone** - Preferred area for users to park their bikes or scooters at the end of rentals.

• **Parking Zone** - Area for users to park their bikes or scooters at the end of rentals.\
\
• **Service Zone** - Large area to mark zone where users can leave bikes or scooters in free roam systems.\
\
• **Deployment Zone** - A zone used to balance scooter deployments. This zone is not visible to users.

<figure><img src="/files/a8HB2yIpQ3MotZEsDxLL" alt=""><figcaption><p>Example of Zones</p></figcaption></figure>

You will see **Zone** legends in the bottom right corner of the map represented by pre-assigned colors which line up parts of the map.

{% hint style="info" %}
Users who park bikes or scooters in restricted zones can be subject to parking [fees ](/admin-site/billing/fees)added to their ride total at the end of a rental.
{% endhint %}

## Adding Zones

1. Click the **+ Add** button inside of the [Locations](/admin-site/locations) tab, where you can fill out all the information associated with your zone, starting with the location name. Under location type, select Zone-based.
2. Select a zone type.
3. A banner can be uploaded to help with identifying a station. For details about banners and branding, refer back to the [Branding ](/admin-site/settings/branding)section.

{% hint style="info" %}
"Zone-based" locations can't be used to end rentals. Read the [Zones](/admin-site/locations/zones) page for more insights into it.&#x20;
{% endhint %}

<figure><img src="/files/OvTnyUgcebmuIiwBcpi0" alt=""><figcaption></figcaption></figure>

Below the banner, you will see the option to create and configure zones. Begin by clicking the middle button, which allows you to draw a polygon.

<figure><img src="/files/ZrGa7Agpq6FhS9e7Ftit" alt=""><figcaption></figcaption></figure>

Click each area until you have a shape with 3 points minimum. You'll click the first point you made to close the shape and set your parameters.&#x20;

<figure><img src="/files/LF4Lgmcny2kwPtAsGLfR" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
You can go back and edit the shape after it's completed by clicking the button above the trashcan. You can also click the trash can icon to remove the shape and start over.
{% endhint %}

<figure><img src="/files/8C93kUVGTt1YJyU3YUBk" alt=""><figcaption></figcaption></figure>

When you're finished, scroll back up and click **Save** on the upper right-hand side of the screen.


# Private Locations

The locations can be "private", which means that for a mobile app user to see the location pin on the map, the user needs to have a special perk in one of their memberships. As a result, users won't be able to communicate with the private location or initiate rentals by scanning a QR code associated with it.&#x20;

To set up a private location, you need to go to **Locations**, click the location that you want to make private, click on edit. Look for the **"Location Access"** controls:

<figure><img src="/files/7lekLmFNxPPwwQ2z0PDI" alt=""><figcaption></figcaption></figure>

This is where you can control whether the location would be **Public** or **Private**. If you choose private, you need to add a location perk to a membership so users can interact or start rental with the said location.&#x20;

{% hint style="info" %}
All locations are set to public access by default.
{% endhint %}

### Private Location Access

These are like perks that, attached to a membership, allow users to interact with private locations. To add this to a membership, go to **Memberships** > Click the membership we're granting the location access for. You'll be routed to the **General** page, scroll down until you see the **Private Location Access** table. Select the Add button.

<figure><img src="/files/P0F47fR6yj24Ejnadxyx" alt=""><figcaption></figcaption></figure>

You'll then see a pop up box showing the membership you've selected and a dropdown option where private locations are listed:&#x20;

<figure><img src="/files/lTmR7y7OKfpZmNWz8HvE" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
You will only see locations flagged as private on the dropdown.&#x20;
{% endhint %}

Select the location where this membership will grant access to, and then hit save. The Location Access table should be updated reflecting the changes you've made.

<figure><img src="/files/wLL5APClAJvGhaqIhhyy" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
A membership can have infinite amount of location access but these can't be removed from the membership. If you want to remove a location access and there is currently no app user under the membership, please reach out customer support to get help on this.&#x20;
{% endhint %}


# Support Tickets

The **Support ticket** section displays a list of customers who reported issues via the [app](/movatic-app). This includes the day and time the issue was created, the status of the ticket, and a description of the issue itself. The description can be system-generated or manually typed.

By clicking the Customer Support icon, you'll be directed to view all O**pen** tickets by default. To see all tickets, simply click the 'X' button next to the open status.

You have the flexibility to filter tickets by status or tags to streamline your search, click on Filters and choose the status or tags that you want to filter by.

<figure><img src="/files/Wx6wHga0Xu1kWTCQrT9F" alt=""><figcaption></figcaption></figure>

After clicking, the filter, there will be a pop menu that will give a drop-down to choose which status or tags you want to select.

<div align="left"><figure><img src="/files/SmPf06pqSMsYXJEw1NAJ" alt=""><figcaption></figcaption></figure></div>

Select the filters you prefer and it will show you all the tickets in that bucket.&#x20;

{% hint style="info" %}
Each list can be exported into CSV files for your records by clicking the **Export** button in the upper right-hand corner of the screen.
{% endhint %}

<figure><img src="/files/VyG3VIvVAvrO7JLSnLK3" alt=""><figcaption></figcaption></figure>

When you click on one of the customer names, it pulls up **Support Ticket Details**. The details include all of the customer's information that reported the problem, a unique Issue ID, a Communication Log where you can reach out to the customer directly, and a maintenance ticket at the bottom if one has been created. If the problem doesn't need a ticket, you can click the **Close Problem** button, which will ask for your confirmation before closing it out.

<figure><img src="/files/NPgPs9nLtdde53Q4qWmJ" alt=""><figcaption></figcaption></figure>

You can also add tags to the ticket by clicking the add button on the Tags row details

<figure><img src="/files/BSfcCF34q4yNlJHjN08H" alt=""><figcaption></figcaption></figure>

Directly below the Problem Details, you'll find the [**Communication Log**](/admin-site/customer-support/customer-support-user-experience) and [**Maintenance Tickets**](/admin-site/maintenance)**.** The Communication Log section allows you to quickly respond to customers who send in inquiries. The email will be sent to the email that they have on file with their user account. Alternatively, you can save any messages as internal notes for reference.

The **Maintenance Tickets** section gives you an overview of any tickets associated with the particular rental you are viewing.

<figure><img src="/files/U3bXc1KC2xBXbKR5i3qU" alt=""><figcaption></figcaption></figure>

If a reported issue does require maintenance, a ticket can be created by clicking the +**Add button** in the upper right-hand corner of the Maintenance Tickets section. From there, you can create a description of the issue, specify the type of maintenance required, the specific piece of hardware that needs maintenance, the right-handle level of priority it requires from a scale of 1-5, and the assignee designated to fix the issue. When you've finished filling out the ticket, click the save button.

<figure><img src="/files/nknX0bPT54yOMC4tZwou" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/9RjwJaWW3IMgbQkAcLyi" alt=""><figcaption></figcaption></figure>


# Reporting a Problem

This page tells you how a user reports a problem using the Movatic app

Here's how you can locate the reported problems of specific users: Navigate to the [User Details](/admin-site/users/user-details) section. Look for **Reported Problems** under the **User Memberships** section. This will show you a list of issues reported by a particular user, if any.

<figure><img src="/files/Ns9xPyOCBh2M84ezDT8M" alt=""><figcaption><p>Reported Problems Section</p></figcaption></figure>

These are the steps on how a user can report a problem via the app:

1. Open the app and click on the 3 lines on the upper left side of the screen. Select **Report Problem > Choose a system** where you want to report an issue with.

Below you will see an example of how a user will see this on the app.&#x20;

Note: The systems on the right will only show the list of the systems that the user has interacted with --- this is not the full list of Movatic systems.

![](/files/-MaeB4TLDoW8rYB6uG-f)

2\. This will redirect them to a page where it will prompt the user to describe the problem in detail inside the text box provided.

![](/files/-MaeBtH1UGIPs_vWFx2J)

3\. Once they click **Submit**, the ticket will be sent to the [**Support Tickets**](https://documentation.movatic.co/admin-site/customer-support) page on admin.

<figure><img src="/files/3xB5JlyqQSizVPC9tH9u" alt=""><figcaption><p>Support Tickets on Admin view</p></figcaption></figure>

<figure><img src="/files/stSDUdzyi4YizQUhpyDm" alt=""><figcaption><p>Sample Support Ticket</p></figcaption></figure>

## Other ways to Report a Problem

Alternatively, a user can also report a problem on **Rental History** or under the **Station Information.**

In **Rental History >** Select the specific rental they have encountered an issue with and click on **Report Problem** below.&#x20;

<figure><img src="/files/2KRCIG3qb8N17hS609G3" alt=""><figcaption></figcaption></figure>

In **Station Information:** on the map, click the station's pin > click **Report Problem.**

![](/files/-MaeJqg_GhnoibhEjbEE)


# Tickets Tags

Here, you can define the tags that will be used to categorize support tickets within the system.

When you click on 'Support Tickets' and navigate to the 'Tags' tab, you'll gain access to the list of available tags. You can search by name and creation date, as well as filter by these columns to find specific tags efficiently.

<figure><img src="/files/MpiOZGPGJ8LEdSI2Nk1n" alt=""><figcaption></figcaption></figure>

To initiate the creation of new tags, navigate to the top-right corner and locate the **Add** button. Clicking on this button will prompt a popup where you can input the necessary name for the tag. After filling out the name, proceed to click the **Save** button

<figure><img src="/files/2exx0Yzd0ZPTbhYxUft0" alt=""><figcaption></figcaption></figure>

<div align="left"><figure><img src="/files/YgIsObhLX0dhlOZAwVBs" alt=""><figcaption></figcaption></figure></div>

To archive a tag, navigate to the desired tag and click on the **Archive** button. This action will mark the tag as archived, removing it from active use while preserving its associated data for reference.

<figure><img src="/files/XGHs0oHJLqcgRRemSnO3" alt=""><figcaption></figcaption></figure>

This action will trigger a confirmation popup, prompting you to confirm before archiving the tag. Once confirmed, the tag will be archived, ensuring that you're intentional about your actions and preventing accidental changes to your tagging system.

<div align="left"><figure><img src="/files/4A5uEmyxGPGD8YaVK9gL" alt=""><figcaption></figcaption></figure></div>


# Customer Support User Experience

This page explains the user experience when handling Support tickets. On the app, a user can [Report a Problem ](https://documentation.movatic.co/feature-guide-2/apps/user-reports-issue)and submit a ticket to express their feedback or questions.&#x20;

Here is an example correspondence from a user reporting a problem through the station information.

{% hint style="info" %}
**Note:** A user can report a problem in different ways on the app. You can learn more about it [here](https://documentation.movatic.co/feature-guide-2/apps/user-reports-issue).
{% endhint %}

![Example of a user sending in a ticket](/files/-MdcM4SKWF2hWGnwb2ao)

Once the ticket is submitted, it will automatically be shown under the open tab of the [**Support Tickets**](https://documentation.movatic.co/admin-site/customer-support) section.

<figure><img src="/files/pCN7jwR50oYIGRao0ihL" alt=""><figcaption></figcaption></figure>

You are able to see the name of the user, when was it created, and a brief description of the ticket. When you open the ticket, you will be redirected to **Problem Details** for additional information. Below the problem details, you have the **Communication Log** wherein you can respond to the user or save an internal note.

Once you respond to the user, your response will be sent to their email on their account. They will receive an email from **<problem@email.movatic.co>** as shown below:&#x20;

![](/files/-MdcOoeRuJUfG7slNblE)

If the user decides to respond to your email, they will need to click **Reply** to continue the same correspondence.

![Example of User Response in Gmail](/files/-MdcQyZJ_Dpnq_0ZDp1E)

<figure><img src="/files/UXrnDVsOY6PKz3dAoIyr" alt=""><figcaption><p>Example of how the user response is shown on the communication log</p></figcaption></figure>

{% hint style="info" %}
**Note:** Even if you have clicked **Close Problem** for the ticket, the ticket will automatically be reopened if you get a response from the user.&#x20;
{% endhint %}


# Support Summary

A **Support Summary** is a summarized weekly report that contains your pending **customer support** and **maintenance tickets** in your system.

![Example of Support Summary](/files/-MbNdkutBUy8ziQswIug)

This support summary will be sent to the admin every Sunday night.&#x20;

Any admin who has the **Admin Permissions** checked under the [**System Admin**](/admin-site/settings/system-admins) will receive this report in their email. If you wish to unsubscribe to these emails, you will need to uncheck the Admin permission from General section as seen below:

<figure><img src="/files/U88MvLj9YN0OPNlNyxxW" alt=""><figcaption></figcaption></figure>


# Maintenance

The **Maintenance** section displays all the tickets that need to be serviced. These can be categorized by due date or priority (1 being the Lowest, 3 being Normal, and 5 being the highest priority). These tickets are handled by the admin users within your system. Within this tab are the **Tickets, Logs, and Tags** options.&#x20;

This section also shows scheduled maintenance/bi-weekly checks meant for dedicated mechanics of the system.

<figure><img src="/files/bdAxmWKmAmiIDweYMHiS" alt=""><figcaption></figcaption></figure>

A ticket can be automatically generated by your partner's maintenance program or user action, escalated from a user's reported issue through the app, or manually created in the Maintenance tab. Tickets can be assigned to an admin and given a due date.

{% hint style="info" %}
Each of these lists can be exported into CSV files, should you prefer to keep a record, by clicking the **Export** button in the upper right-hand corner of the screen.
{% endhint %}

You can click on any individual ticket to view additional settings. You can also check the maintenance type, priority level, lock and rental ID, and any detailed additional notes for each ticket.

Closing a ticket will move it over to the **Logs** tab. You'll include the amount of time it took to complete the task, with the option to add any detailed notes for reference (e.g. general maintenance). When you're finished, click the save button.

Editing a ticket will allow you to modify the due date, the priority, and the person responsible for it. When you're finished, click the save button.

### Maintenance Tickets (Hardware)

The Maintenance Tickets section in Hardware Details (Hardware>Bike Number>Maintenance Ticket) provides details about the maintenance tickets generated for a particular hardware. Here, you'll find information such as the due date, status, and description of each assigned ticket.

To create a new maintenance ticket, simply click the +Add button located in the upper right corner. Additionally, you can export information about all maintenance tickets associated with this specific hardware by clicking the Export button beside the +Add button.

<figure><img src="/files/60RJ5PFml6JZZOxmtfrb" alt=""><figcaption></figcaption></figure>

### Maintenance Logs

The **Logs** section keeps a record of all completed tasks. A maintenance log can be created without a ticket ever being created if maintenance is done preemptively. An admin can make notes in the log and include how much time was taken to solve the issue.

<figure><img src="/files/vGnLIbZAASSAf8K8LI6z" alt=""><figcaption></figcaption></figure>

When you click on a specific ticket, it will display the maintenance type, the date it was completed, the priority of the issue, the time taken to resolve the issue, name of mechanic who completed the log, bike number and location of hardware.

<figure><img src="/files/HBdBY5kkri3Csg6UzoCp" alt=""><figcaption></figcaption></figure>

#### Creating Maintenance Log from Hardware

Follow these steps to generate a maintenance log directly from a hardware device. First, access the hardware's details by navigating to the corresponding section. Once you have opened the details page of the hardware, locate and select the "Maintenance Log" tab. This action will enable you to proceed with logging the necessary maintenance information for the respective hardware entry.

Upon accessing the Maintenance Log tab, proceed by clicking on the "Add" button. This action will initiate the process of adding a new entry to the maintenance log for the specific hardware device.

<figure><img src="/files/m9OMU6IPVZf1nJwNKCCl" alt=""><figcaption></figcaption></figure>

When you access the Add Maintenance Log section, you'll notice that the hardware is already selected by default. All you need to do is provide the specific maintenance information for the performed tasks. Simply fill in the required fields with accurate and detailed data, ensuring to include all relevant information.

<figure><img src="/files/DpJEjZtKAtYxg30PQ3Jk" alt=""><figcaption></figcaption></figure>


# Maintenance Tags

Here, you can define the tags that will be used to categorize maintenance tickets within the system.

When you click on 'Maintenance' and navigate to the 'Tags' tab, you'll gain access to the list of available tags. You can search by name and creation date, as well as filter by these columns to find specific tags efficiently.

<figure><img src="/files/tI0F0IygnZaHHKuyOXat" alt=""><figcaption></figcaption></figure>

To initiate the creation of new tags, navigate to the top-right corner and locate the **Add** button. Clicking on this button will prompt a popup where you can input the necessary name for the tag. After filling out the name, proceed to click the **Save** button

<figure><img src="/files/k17lZm1WP95k069DcuOw" alt=""><figcaption></figcaption></figure>

<div align="left"><figure><img src="/files/gqitBYG9l7aoYBmv0PQp" alt=""><figcaption></figcaption></figure></div>

To archive a tag, navigate to the desired tag and click on the **Archive** button. This action will mark the tag as archived, removing it from active use while preserving its associated data for reference.

<figure><img src="/files/sN0yYKQ4TuRtbCMy1Rqd" alt=""><figcaption></figcaption></figure>

This action will trigger a confirmation popup, prompting you to confirm before archiving the tag. Once confirmed, the tag will be archived, ensuring that you're intentional about your actions and preventing accidental changes to your tagging system.

<div align="left"><figure><img src="/files/Vp6q65NOyy2YZYYkrsQQ" alt=""><figcaption></figcaption></figure></div>


# Filter by location

You can filter by location the maintenance tickets that are logged in that area. What you need to do is to click on **Logs** and click the Filter icon. Choose the location from the drop-down menu on which you want to explore, then click **Apply**. After choosing the location it will show you the list of maintenance tickets in that specific location.\ <br>

<figure><img src="/files/JNClG1muM9E7T1aAwNhJ" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/7STuAb0JPqazxBXviQOy" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
To **Add** a Maintenance ticket, refer to the documentation [Creating a Maintenance Ticket.](/admin-site/maintenance/creating-a-maintenance-ticket)
{% endhint %}


# Types of Maintenance Ticket

There are different categories of maintenance tickets. Some of them can be created automatically when a certain trigger occurs, some can be created when a customer ends a rental in a grace period, and all can be created manually.

<figure><img src="/files/ughD3RpFtHD34etCyU8w" alt=""><figcaption></figcaption></figure>

* **General Maintenance**

This can be triggered if a user ends a rental in the grace period, and checks the option that there was damage to the unit.

* **Charge electronic lock battery**

This gives an instruction to charge the electronic lock associated with the hardware unit. It can be automatically triggered if a lock has low battery.

* **Inspect electronic lock**

This is triggered by a customer ending the rental in the grace period and selecting the option that they were unable to unlock the asset. This type of maintenance ticket will close upon successful rental of the lock.

* **Inspect reported return location**

Created automatically when a user manually indicates the station they are returning a bike to when ending a bike rental. The app automatically suggests the closest station, so if a user manually selects a different one, there is a higher chance that the bike is not at the selected station.

* **Inspect for proper locking**

Created automatically when a lock failed to confirm it was locked after rental ended.

* **Tipped over**

This is generated automatically when an asset senses that it was tipped over.

* **Connection lost**

This is when the hardware couldn't connect to the lock. Note: When a connection is re-established, the maintenance ticket will auto cancel.

* **Replacements (IoT, Front Lock, Display, Motor, Battery, Controller, Drive Belt)**

This happens when a mechanic needs to replace certain hardware.

* **Could not repair**

This is when the hardware is severely damaged due to an unforeseen incident.

* **Detailed tune-up**

This involves cleaning any dirt, oil, and old grease off the bicycle. The gears and derailleurs are checked for damage and alignment.&#x20;

* **Rebalancing**

This involves relocating bikes from overcrowded stations to those with a shortage of bikes.&#x20;


# Creating a Maintenance Ticket

There are two ways to manually create a maintenance ticket.&#x20;

* Escalate it from a Support ticket. *(This is useful if a customer has sent a message reporting a hardware problem.)*
* Create it from the Maintenance view.
* Create it from a Hardware view.

<figure><img src="/files/bdAxmWKmAmiIDweYMHiS" alt=""><figcaption></figcaption></figure>

#### Escalating from a Support Ticket

<figure><img src="/files/Uzmq2IcMY3k6JkYTr3o8" alt=""><figcaption></figcaption></figure>

1. Navigate to the Support tickets view using the left navigation pane.
2. When you click on it, it should show a list of open tickets.
3. Selecting an open ticket will display details for that ticket.
4. At the bottom right corner, you'll find a Maintenance ticket section. Here, you can create a maintenance request which will automatically link it to the hardware used in the rental. Click Add button to create a maintenance ticket.
5. The maintenance ticket creation view will be prefilled with the original report number and relevant hardware number.&#x20;
6. You can then add in:
   * Description of the problem (required)
   * Maintenance type from a dropdown
   * Due date
   * Priority from a dropdown
   * Assignee
   * Any notes
7. When you save the ticket, it will be automatically linked to the hardware and the customer support ticket.

#### Manually creating a maintenance ticket

<figure><img src="/files/xA6yjlDIwWLSkK7jkaQC" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/KOaSxUAiTLULKpqyuHRs" alt=""><figcaption><p>Maintenance ticket form</p></figcaption></figure>

1. Navigate to the Maintenance view using the left navigation pane.
2. You can see a list of open tickets. Click Add to create a new one.
3. Complete the form with the below information:
   * Description of the problem (required)
   * Maintenance type from a dropdown
   * Hardware from a dropdown (required)
   * Due date
   * Priority from a dropdown
   * Assignee
   * Any notes
4. When you save the ticket, it will be automatically linked to the hardware.

#### Creating a Maintenance ticket from Hardware

<figure><img src="/files/XVEBiMWQFdCFkWrmq4os" alt=""><figcaption></figcaption></figure>

1. Navigate to the Hardware section and select the specific hardware.
2. Next to the Rentals tab, click on "Maintenance Tickets."
3. Here, you'll see the history of maintenance tickets linked to the hardware.
4. To create a new maintenance ticket, click the "Add" button.
5. Complete the form with the below information:
   * Description of the problem (required)
   * Maintenance type from a dropdown
   * Hardware from a dropdown (required)
   * Due date
   * Priority from a dropdown
   * Assignee
   * Any notes
6. Save the ticket to automatically link it to the hardware.


# Hardware Maintenance Support

Movatic operates as a software platform and is not involved in hardware installations or maintenance. For any hardware-related concerns or assistance, please reach out to the individual or organization responsible for the initial installation. Your understanding and cooperation are highly valued.\ <br>

**Contact Hardware Installer:**\
In case of any hardware issues or maintenance needs, kindly contact the person or company that initially installed the hardware.\
\
\
**Provide Necessary Details:**\
When reaching out for support, make sure to provide all relevant details regarding the hardware issue for effective troubleshooting and assistance.\
\
\
**Follow-Up and Communication:**\
Maintain regular communication and follow-up with the hardware installer to ensure a resolution to the issue.

<br>


# Tickets Tab

Once you clock the maintenance link. You will see two tabs at the top of the screen which is Tickets and Logs.

Here are the information you can see under the ticket tab.

<figure><img src="/files/bdAxmWKmAmiIDweYMHiS" alt=""><figcaption></figcaption></figure>

You will have an option to filter your view on what ticket you want to check. You can filter it to open, closed or cancelled maintenance tickets.

<figure><img src="/files/Ke95A4dvk0nci8mlpbjj" alt=""><figcaption></figcaption></figure>

Now let's talk about the column options on top of the maintance ticket.

<figure><img src="/files/ZYscdVvILFNzO8CIyCjy" alt=""><figcaption></figcaption></figure>

1. Actions - there will be a pencil icon under action that will allow you to edit or modify your maintenance ticket.

<figure><img src="/files/eaMTClaVAJBlH8yPGQ93" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/Bpm0ZHMnIM3OWwebb8vM" alt=""><figcaption></figcaption></figure>

2. Due - it is the date when the ticket will be due. You can also click the 3 lights beside it to filter the date in ascending or descending order.&#x20;
3. Priorty - it will let you know if the ticket has priority or not. There are 5 level of priority as follows:
   * 1 - Lowest
   * 2 - Low
   * 3 - Normal
   * 4- High
   * 5 - Highest
4. Assignee - will show you in which person or technician the ticket was assigned.&#x20;
5. Unit - it will show you the hardware number (bike, locker, kayak number)
6. Description - will give a brief summary of the issue the customer encountered.


# Memberships

The **Memberships** section displays an overview of all memberships as well as any pending member requests. Memberships allow you to give benefits to select users who have either received some type of authorization or are paying a monthly fee. For example:&#x20;

* A corporate campus that wants to limit its system to just its employees. This same campus also wants to provide access to select guests for a limited amount of time.&#x20;
* A university that wants to grant free access to students but charge the general public.&#x20;
* A public system that wants to sign up monthly or yearly members that pay a fee to receive exclusive pricing.

Beside the Search bar, there is a **Filter** icon that gives the option to filter the Status of the Membership to Active, Archived, and Future.&#x20;

* Active - Current and ongoing memberships
* [Archive](/admin-site/memberships/archived-memberships) - Expired memberships
* Future - Memberships that are set to commence on a later date

<figure><img src="/files/nTQWl6yVpoK7tJ8S4duz" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/8Nr3cedn39gyytt7HYUv" alt=""><figcaption></figcaption></figure>

Next to the Memberships section is the Pending Memberships. The **Pending Memberships** tab will show the list of all user accounts that are waiting for approval. For a walkthrough on how to approve a pending membership, check out [Approve or Reject Pending Membership Requests.](/admin-site/memberships/approve-or-reject-pending-membership-requests)

<figure><img src="/files/WZ2SYS1Z47DcAUFVyMpQ" alt=""><figcaption></figcaption></figure>

### General

To get more details about the membership, go to **Memberships>** Select the **Membership >** You'll find 2 tabs, **General** and **Members**.&#x20;

The General tab is divided into 4 sections namely Membership details, Perks, Private Location Access, and Pricing Options.&#x20;

* Membership details include the cost of membership, if applicable. It also includes the date of activation, authorization type, password, required wallet balance, credit card hold, priority, maximum simultaneous rentals, and branding. The **Edit** button found on the upper right corner of the page lets you modify the Membership details.&#x20;

<figure><img src="/files/mOTxLNsHAulGvKZSenvL" alt=""><figcaption><p>General tab and Edit button</p></figcaption></figure>

<figure><img src="/files/1BmW14xqHWdGdPFqJH6u" alt=""><figcaption><p>Edit Membership page</p></figcaption></figure>

{% hint style="info" %}
For a walkthrough of a membership being created, check out [Creating a Membership](/admin-site/memberships/creating-a-membership).
{% endhint %}

* The Perks table shows a list of all systems the membership is associated with.
* Private location access and Pricing option tables are also found on this page.

### Members

Beside the General tab is the Members tab. To view the list of members, go to **Memberships>** Select the **Membership > Members.** This section provides details about the members including name, phone number, and the date they joined.

<figure><img src="/files/kZnQgzpX5dDHPbew0l0o" alt=""><figcaption></figcaption></figure>

Clicking on a specific member will redirect you to their details. You'll see information such as the member's phone number, status, and creation date and expiry. *If the membership has free renewals or none, renewed times, last membership fee charge, date of when the membership was renewed, date of when the membership was requested, and date of membership approval.*

<figure><img src="/files/SG0Hm2GZEnO5zn5iPB2E" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
The [Cancel](/admin-site/memberships/cancel-a-membership-for-a-user) button from the Member's details would allow you to cancel the user's membership.
{% endhint %}


# Add a membership

To create a membership, navigate to the Memberships tab and click the **+ Add** button on the upper right of the screen.

<figure><img src="/files/9PmOmF6xMJMpKgJd5wQk" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/GfnFCdhUwKeLHS1tc2QR" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/RAKgi9nFbNujZ7Zro2Al" alt=""><figcaption></figcaption></figure>

&#x20;It will route you to fill out the **Add Membership form**.

1. **Active on**: Set the date that users will begin to see the membership.
2. **Archive on**: Set the date that the membership will archive and become unavailable.&#x20;
   * If the membership is free, then it will cancel all of the users' memberships right away on that date.
   * 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.
3. **Membership name**: Enter a name for the membership that you wish to create. Please note that this name will be visible to users and must be unique across the entire Movatic system.
4. **Authorization required**: You can choose to make a membership accessible through [authorization](/admin-site/memberships/authorization-types), [pricing](/admin-site/memberships/pricing), or both. Check either or both options according to your preference - you must choose at least one.
   * Make sure to configure the authorization and/or pricing as needed.
5. **Paid Membership**: Set the [pricing options](/admin-site/memberships/pricing) for the membership.&#x20;
6. **Free Time**: You can choose from 10 minutes of free time to 78 hours of free time.
7. **Discount**: Set a percentage off for each rental.
8. **Money off**: Set the amount of money off for each rental.
9. **Minimum Wallet balance**: Choose the [minimum wallet balance](/admin-site/billing/holds#minimum-wallet-balance-and-credit-card-holds) that users with this membership will need in order to start a rental. If you leave this blank, the value for the Rate will be used. *\*NOTE: This will only show up if you have a branded app and wallet enabled.\**
10. [**Credit Card Hold**](/admin-site/billing/holds): Choose the amount that will be held/authorized on members' credit cards in order to start a rental. If left blank, the value for the Rate will be used, if present.
11. **Waive Base Rate**: Enable this option to exempt users from being billed for the rental base rate (unlock fee). When this option is enabled, users will not be charged the base rate for their rentals. If the base fee is not waived, you will still incur some charges even if a 100% discount is offered.
12. **Priority**: Choose a priority between 1 and 10. This determines the order that multiple memberships are shown in the app - the higher the number, the higher up the list the membership is shown.
13. **Max Open Rentals**: Choose the [maximum number of simultaneous rentals](/admin-site/settings/rentals/user-experience-simultaneous-rentals) a member can have when using this membership.
14. **Hidden**: Choose whether the membership should be hidden. Hidden memberships will not appear in the subscription search or walkthrough in the app. You'll only be able to [add a user to a membership](/admin-site/memberships/adding-memberships-for-users) via the dashboard.
15. **Branding Color**: Select the branding color for the membership, which will be viewable to users on the app under the Memberships tab.
16. **Logo**: If desired, upload a logo for the membership.  The file must be a .png, 200px wide, 200px high, and less than 1MB. This will appear beside the membership name when a user searches for the membership (as shown below).

When you're finished, click the **Save** button. You'll receive a pop up notification showing that the Membership has been added successfully.

<figure><img src="/files/0wsvtU6E5a1pUbfTgb79" alt=""><figcaption></figcaption></figure>

## How a user joins a membership

1. From the home screen, click on the menu button on the upper left-hand side of the screen.
2. Click on Memberships.
3. Select Search.
4. Type in the name of the membership you are joining or click on Find Nearest.
5. Verify that the membership you are joining is correct, then click Select.
6. Enter the required password to join your membership then select Confirm. **Note:** Your membership may require an admin to approve you instead of entering a password.

{% hint style="info" %}
Alternatively, users will also join memberships via the [initial rental](/movatic-app/rentals) process.
{% endhint %}

<figure><img src="/files/XZJqFGviQdKNyQqiNyN8" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
If users want to join a specific membership, they just need to type in the membership they are looking for. If the search generates multiple active memberships, then they need to choose the correct one from the list.
{% endhint %}

<figure><img src="/files/kByIbll5NlBiFp8U7Ukv" alt=""><figcaption></figcaption></figure>




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