If you are unable to start your ride, please check and take the following steps.

1. If a message is displayed in the app

• "Another customer has a reservation"
• "Aircraft undergoing maintenance"
• "Low battery power"

→ Please find another vehicle.

• Please refer to "You scanned a different QR code than the vehicle you reserved or selected" :
  
  • How to ride (electric kick scooter)
  • How to ride (electrically assisted bicycle)
• Please refer to "The scooter is not ready for use" :
  
  • Preparations required before using an electric kick scooter
• "Some rides have failed payment"　　
  Please see:
  • Regarding credit card registration errors and payment failures

→ Please take action according to the error content.

• "We're detecting a long ride or there's a problem with your payment."
• "We have suspended your use of the service due to the fact that we have confirmed that you have violated our terms of use or the law."

→ An email may have been sent from our company. Please check the contents of the email.

2. If the message isn't displayed in the app

Please check and try the following items.

• Check the signal strength: Please double-check the signal strength, such as whether you are connected to your smartphone's mobile data ( the signal strength may be poor if you detect free Wi-Fi in the city , etc.)
• Check the version of the LUUP app: Make sure you have updated to the latest version.
• Check your smartphone environment : Please make sure you are using the recommended environment .
• Restart the app and the device : Try restarting the LUUP app and the smartphone itself.

3. Final Response

If you have tried the above and are still unable to resolve the issue, please contact us using this form .

* If the ride starts but the key does not open , please check here .

Note: "QR Code" is a registered trademark of DENSO WAVE INCORPORATED.