Q: Who owns the devices? 
A: These devices belong to private companies. If there are questions, concerns or complaints, please contact the operator directly.  The contact information for Bird is 1-866-205-2442. The contact information for Lime is 1-888-546-3345. The contact information for SPIN is 1-888-249-9698.  As a condition of their permit, once the company is notified of an issue, they are required to rectify the situation within 2 hours.

Q: What is the top speed of these devices?  
A: The program requires speeds be limited to 15 mph.

Q:   How many devices will come to Richmond?  
Approved operators are each allowed an initial maximum fleet size of 500 devices (i.e. e-scooters). 

Q: What can I do if a scooter is left on my property and I want it removed? How about if it is left blocking a sidewalk? 
If you are able to move the improperly parked device to a proper location, you may do so. Or you may call the company to request they remove it. Bolt Mobility's contact number is 1-866-BOLT-143.The contact information for Bird is 1-866-205-2442. The contact information for Helbiz is 1-888-947-2058. This information also is visible on the device. As a condition of their permit, once the company is notified of an issue, they are required to rectify the situation in 2 hours.

Q: If I find a broken scooter who should I call?

You may call the company to report a non-operable e-scooter. Bolt Mobility's contact number is 1-866-BOLT-143. The contact information for Bird is 1-866-205-2442. The contact information for Helbiz is 1-888-947-2058.  This information also is visible on the device. As a condition of their permit, once the company is notified of an issue, they are required to rectify the situation in 2 hours.

Q: If I want to ride one, how do I do it? 
These devices are accessed using company-specific apps. Download the app onto your smartphone, complete the registration and payment information process and the app will provide you access to that company’s devices.

Q: Where can I ride? 
E-scooters can be ridden on bike lanes designated in the street right-of-way, but not on sidewalks or trails. 

Q: During what hours can the e-scooter be ridden? 
The operating hours for riding e-scooters are between 5 a.m. and 9 p.m. 

Q: Do e-scooters have different traffic laws than cars? 
E-scooters must abide by the same laws as motor vehicles in terms of obeying posted traffic regulations, signs and signals.

Q: Where should I park at the end of my trip? 
Be considerate when you park by not obstructing pedestrian or vehicular traffic. Some companies may enforce penalties on users who consistently park devices in improper ways, including banning riders from using devices entirely. 

Some specific parking tips include:
o    Do not block travel lanes
o    Do not block driveways
o    Do not block fire hydrants
o    Do not block walkways
o    Do not block sidewalk curb ramps
o    Do not block pedestrian call buttons
o    Do not block bus stops
o    Do not block entrances to buildings, including near ramp or walkway railings and ADA door push buttons

Q:  Do I have to wear a helmet? 

City Code does not require those 14 years of age and older to wear a helmet when operating an electric power-assisted bicycle or scooter. However, several companies highly recommend helmet use when operating their devices. Check with each company’s requirements before beginning your trip.

Q: Do I need a driver’s license? 

The City Code does not require a driver’s license to use e-scooters. However, some companies may require a driver’s license in order to operate their devices. Check with each company’s requirements before beginning your trip.

Q:  I want to report something I saw happen with a scooter, what should I do?

If it is a life threatening emergency, please call 9-1-1 immediately. If it is not an emergency, you can notify the company. All scooters are equipped with GPS, so you should immediately write down the time and location of the incident.

Q:  What if somebody hits me?

Call 9-1-1 immediately and wait for ambulance and emergency personnel to arrive at the scene to assess and address any injuries. If you are able, call the company and report the accident. Bolt Mobility's contact number is 1-866-BOLT-143. The contact information for Bird is 1-866-205-2442. This information also is visible on the device.

Q: What if I hit somebody?

Call 9-1-1 immediately and wait for ambulance and emergency personnel to arrive at the scene to assess and address any injuries. If you are able, call the company and report the accident. Bolt Mobility's contact number is 1-866-BOLT-143.The contact information for Bird is 1-866-205-2442. This information also is visible on the device.

Q: Is it safe to operate e-scooters during inclement weather?

The City recommends that you not ride e-scooter in torrential rain, freezing rain, snow or attempt to ride through standing water.

Additional Reporting Information using Community Mode:

Bird riders and non-riders alike can take advantage of Community Mode right inside of the Bird app to report things such as badly parked Birds, damaged Birds or to submit a general support inquiry. Click here for more information about the Community Mode. 

Bird Scooters now have a discount for seniors, veterans, those receiving state and federal assistance, and others. Details can be found on this flyer