Contact Social Bicycles Support

I'm a User Experience designer—meaning I design experiences on devices for a living—and I hadn't had a frustrating experience with an app in over a year... until I downloaded SoBi. You guys seriously need to send your product designers out to test this app themselves; the usability problems are so obvious that kids could probably fix them. The discoverability was an issue in and of itself, but I managed to get all the way to the payment screen, then inserted my credit card info correctly only to get a popup that said my information was wrong (but wouldn't tell me what information I needed to change). I gave up after multiple attempts, so my boyfriend downloaded the app and went through the whole onboarding process and then couldn't figure out the payment part either (same errors), so we just didn't rent the bikes. We were standing in the park on a nice sunny day, next to these available bikes we couldn't rent because your app is so bad. The worst part is this was our second attempt to rent those bikes. The first time, an entire rack of bikes was out of service: 10 bikes, not one could be used. Fix this experience for fudge's sake...

I’ve been using this app to rent from the school fleet of bikes at OU. I’m always careful about locking the bike and logging out when I’m done, but sometimes it seems this is not recorded. I’ve noticed sometimes the console interface buttons don’t work and you have to enter commands multiple times. This has resulted in two errant charges on my account of about $30 for overages and trips that I did not incur. I called the support number the first time this happened in an attempt to correct the error, but was routed to a voicemail where I left a detailed message. Nobody ever returned my call, but instead charged my credit card. Now it has happened again. This time I’ve emailed support and am currently awaiting a response. I will not be using this service anymore and can’t recommend it to others. I will update this review with the results of my most recent attempt to contact support and get this resolved.

I forgot the password for my account and every time I tried to resent it the website wouldn’t be up or they wouldn’t send the email to let me reset it. I wasn’t able to log into the online website or the app at all. I emailed their email inquiring for help and no one ever got back to me. Finally I got sick of waiting and called their help line and was able to reset password and log into my account. Then later on when I was halfway into my billing cycle I decided to cancel my subscription because I would be going out of town for a while and therefore would be able to ride one of the bikes. Now normally with subscription services like Netflix you can still use the service until your billing cycle runs out. I tried to use a bike the same day I canceled and was unable to do so, so I essentially lost money by unsubscribing.