Help
Answers, and a person when you need one
Most problems are about unlocking, ending a ride, or a charge. Those are answered here. Anything else reaches a human on the operations team.
Common questions
Riding, charges and accounts
The vehicle will not unlock. What now?
Check that you are in the service area and that the QR code is clean; then try the fleet number printed on the frame. If it still fails, report the vehicle in the app — you are not charged for a ride that never started.
The app will not let me end my ride.
You are probably outside a permitted parking area. The app shows the nearest one. If you genuinely cannot reach it — a closed street, a fault, an emergency — end the ride with a photo and a note, and it goes to review instead of an automatic charge.
I do not recognise a charge.
Open the ride in your history: every charge is on its own line with the time, the vehicle and the reason. If it is still wrong, dispute it from that screen and a person reviews it.
How long do refunds take?
A refund goes back to your wallet or to the original payment method. Wallet credit is immediate; a card refund follows your bank's own timing, which we do not control.
I found a damaged or badly parked vehicle.
Report it in the app using the fleet number. A reported fault takes the vehicle out of service immediately, before anyone else can ride it.
Why do I have to verify my identity?
Because a stranger is trusted with a vehicle on a public street. Verification protects other riders, pedestrians and the fleet, and it is required where we operate. What is collected and how long it is kept is set out in the privacy notices.
Can I delete my account and my data?
Yes, from the app. Some records — invoices, incident and safety records — are kept for the period the law requires, and that period is stated in the privacy notice rather than left vague.
Can two people ride one scooter?
No. One rider per vehicle. It is the single most common cause of serious injury on shared scooters.
Contact
How to reach us
- In the app: report a vehicle, a ride or a charge — with the details already attached.
- By email for anything the app cannot handle, including data requests.
- Support answers in Arabic and English.
- Safety and incident reports are handled ahead of everything else.
Your rights
Data, consent and disputes
Your data
Request a copy, correct it, or delete your account from the app; the privacy notices say what is kept and for how long.
Disputes
Any charge can be disputed from the receipt, and a person — not only a rule — decides the outcome.
Suspension
If an account is suspended you are told the reason and how to respond; the grounds are published, not improvised.
Be first to ride
The SYIBE app is being prepared for release. Leave your details and we will tell you the day riding opens in your city.