Keriscooters.com | Frequent questions

You can speak to our customer service every day, from 8.30 to 22.30, by calling: +39.391.1272802. The costs of the call are linked to the operator used.

Once you have located a KERI vehicle, you can scan the QR code or enter its number manually to unlock it. If you have trouble scanning the QR code, turn on the flashlight while scanning.
If an error code or message is displayed in the app indicating that maintenance is in progress, it is possible that the vehicle is in use or is about to be recovered by our team. Try another vehicle that is nearby.

Once the scooter is unlocked, push with one foot against the ground more than once while keeping the other foot firmly on the board. Once you have gained speed, press the accelerator next to your right thumb to go faster. Get used to the accelerator and, if necessary, press the brake to slow down.

For your safety and that of others, be sure to park in areas designated for this purpose. When using KERI, always park so as not to obstruct the main walkway.

Do not park where not allowed, for example:

• Ramps for disabled access
• In order to obstruct walkways or cycle paths
• At the entrance to hospitals
• At the entrance to fire brigade barracks
• Within fenced areas
• In areas where parking is prohibited (with the risk that you will be fined)

Lock the scooter

To lock your scooter, park it and tap “Lock” in the app. Please note that the parking pins displayed on the map are a guide to parking for KERI users and represent spaces where parking is recommended. The APP will ask you to take a picture of the vehicle, to be sure that you have parked well. For more information on the areas shown on the map.

The racing areas are displayed on the map in the KERI app as shaded areas and outlined in red. There may be speed limits in these areas or you may not be allowed to finish a ride. Tap on the areas shown on the map to check what kind of area it is and what rules are in force:

Areas with no blocking: in these areas it is not allowed to end a run or pause it and the blocking is deactivated.

Speed ​​Limit Areas: Speed ​​is limited in these areas. To view the maximum speed allowed, touch the area.

Areas prohibited for scooters: in these areas it is not allowed to run. The vehicle will stop safely and the lock will be deactivated. To resume racing, you need to get off the scooter and take it out of the area by pushing it.

No-Parking Areas: Scooters are not allowed to park in these areas. To avoid the possibility of receiving a fine, make sure that your vehicle is not in an area with no parking.

We charge a fixed cost for unlocking a vehicle and, subsequently, a per minute rate for the ride. Rates and promotions may vary depending on the city, day of the week and time. Rides may also have a minimal cost. You can check the exact costs in the app by tapping a vehicle displayed on the map or tapping “Scan to leave” to view the rate.

The price was higher than expected

We charge a fixed cost for unlocking a vehicle and, subsequently, a per minute rate for the ride. Rates and promotions may vary depending on the city, day of the week and time. Rides may also have a minimal cost. You can check the exact costs in the app by tapping a vehicle displayed on the map or tapping “Scan to leave” to view the rate. If you want to see a copy of your KERI receipt, read the article How can I request a receipt for my ride? for detailed instructions.

Pre-authorization

When you start a ride, you may notice that an amount has been held on your card as a pre-authorization. This amount will appear as a “pending” charge on your statement. This amount is to ensure that the funds available in your account are sufficient to pay for the ride. Although it may seem like an additional charge, we issue the temporary authorization immediately after the end of the ride. Generally, the payment issuer will remove this charge within 7-12 working days.

If after reading the information above you believe that the amount you have been charged is incorrect, send us a request for assistance so that we can help you.

At the end of a run, a receipt is automatically sent to the email address associated with your KERI account. If the receipts are not delivered to you, make sure you have specified a valid email address for your KERI account and check your spam or junk mail folder.

If an email address is not associated with your KERI account, or if you want to update your existing email address, just go to “Settings” in the KERI app menu.

To review previous rides, tap “Race history” in the KERI app menu and tap the “Receipt” icon in the upper right corner to view complete cost details.

If you need an invoice, please contact our customer service team by filling out this form.

Add a payment method

When you sign up for KERI, we recommend that you add a payment method to your account to be able to use the service without problems. To do this, go to “Portfolio” in the KERI app. For payment, you can use your debit or credit card. Alternatively, you can add money to your wallet balance, which you can draw from after each run.

Add money to your wallet balance

If you want to add money to your balance, go to “Wallet” in the KERI app menu, click on “Prepaid trips” and select the amount to add. You can also activate or deactivate the automatic top-up feature, which allows you to automatically add money to your wallet balance when it is about to run out.

Pre-authorization

Before your ride begins, KERI may withdraw a small amount from your credit card and hold it until the ride ends. Subsequently, if the balance in your wallet is insufficient to cover the cost of the trip, the charge will be made to your card. If the charge for the ride is made correctly, the amount withheld for the pre-authorization will be refunded.

At KERI, our responsibility is to keep our communities healthy and safe.

During the uncertainty caused by coronavirus (COVID-19), please read the steps we are taking to protect our communities, along with the simple things you can do to protect yourself.

The steps we are taking to protect our cities

We have improved our cleaning methods and increased the frequency of cleaning to disinfect our Scooters.
We are distributing hand sanitizers in our facilities. All of our mechanics and industry operators are required to wear gloves and wash their hands regularly.
We are following the Centers for Disease Control and Prevention (CDC), the World Health Organization (WHO), federal agencies and other global health organizations to gather the most up-to-date information to ensure the actions we are taking are complete and affordable. Based on this information, it will be decided to continue, pause or suspend operations in certain markets (Markets).

Steps you can take to protect yourself

Just as you should clean public and shared surfaces, with a disinfectant, we encourage you to do the same before riding a scooter or bicycle.
We also recommend that you wear gloves as a precaution and wash your hands before and after driving.
More information on COVID-19 and other precautions is possible for you. Please use the Center for Disease Control and Prevention, the World Health Organization and local government websites as references.