FAQ

1. Who can use VéloHub?

VéloHub is available to any individual user registered on the OVO platform.
To use it, you must create an account and activate your access through the OVO VéloHub app.

2. How do I create or activate a user account?

You can create an account directly in the OVO VéloHub app.
Once your registration is confirmed, you’ll be able to activate your access to VéloHub.

If you haven’t received confirmation of your registration, check your email or contact our support team.

3. How do I open a VéloHub?

• Make sure you have an active account on the OVO VéloHub app.

• Log in with your credentials.

• Select your assigned VéloHub and tap “Open VéloHub.”

4. What should you do if you can’t open a VéloHub?

• Make sure your account is activated.

• Make sure you have a working internet connection.

• If the problem persists, contact our support team.

5. How does a reservation work?

When you make a reservation, you are assigned a numbered spot for the duration of your choice (a few minutes, hours, or days).

Your reservation begins as soon as you tap “Confirm Reservation” in the app, not upon your arrival.
Throughout the duration of your reservation, you can access the VéloHub at any time by tapping “Open.”

To cancel your reservation, click “Cancel.” At that point, your access will be terminated and billing will stop, in accordance with our Terms and Conditions.

6. Do you need to register a credit card?

Yes. You must provide a credit card to make a reservation, even if you have a subscription or a promotional code.

7. How does the monthly subscription work?

With a monthly subscription, a spot is always reserved for you.
As long as your subscription is active, you can access the VéloHub anytime by tapping “Open.”

Each parking space is configured by the owner for a specific reservation type: either pay-as-you-go or monthly subscription.
In the VéloHub information, you can view the number of available spaces for each reservation type.

8. How do I use a promo code?

To redeem a promo code, you must first add credit to your account.

The code acts as a multiplier and increases the number of credits you receive with your purchase.

Example:

• Without a code: 1 credit purchased = 1 credit received.

• With an “x2” code: 1 credit purchased = 2 credits received.

9. Where should you park?

After making a reservation or signing up for a subscription, you’ll be assigned a parking space number.

• Always park your bike or scooter in this spot.

• Bring your own padlock and use it every time.

10. What should you do when leaving the parking lot?

Always close the door behind you when you leave.

11. Are payments made through the app?

Yes. Payments for using VéloHub are made directly through the OVO VéloHub app.
You can easily manage your access and reservations there.

12. What happens if a payment fails?

If your payment is not approved (e.g., expired card), you will receive a reminder email.
You have 10 days to resolve the issue.

After this period, your account will be deactivated and your bike or scooter may be impounded.

13. Can you add another user to VéloHub?

No. Each user must create their own account to access VéloHub.
If someone else wants to use the service, they must sign up on the OVO VéloHub app.

14. What should you do if you’ve forgotten your password?

• Tap “Forgot your password?” in the OVO VéloHub app.

• Follow the instructions sent by email.

If you can’t access your email or if the problem persists, please contact our support team.

15. Is VéloHub secure?

Yes, every VéloHub is equipped with advanced security systems.

16. How do I report a theft or a problem?

In the event of theft or a problem related to a VéloHub:

• Report the incident through the OVO VéloHub app.

• Please provide the following information:

  • Your contact information

  • The date and time of the incident

  • A detailed description of the problem

17. Can you delete your account?

Yes. From the Settings menu, you can select the option to delete your account.

18. Where can I find more information?

In the event of any discrepancy, our Terms and Conditions shall take precedence.

19. How can I contact OVO VéloHub?

Email: velohub@ovo.earth

Phone: +41 22 552 30 65

If you have any other questions or need assistance, please submit your question on the website.