muving » FAQS


What documentation do I need to become a Muving user?

You will need your driving licence and a credit card. To hire a Muving motorcycle, you must have a driving licence that is valid in the country where you are going to use it.

What do I need to do to register with the service?

You can register through our website muving.com or the mobile app available for iOS and Android. Note that if you have any queries once on the website, a chat feature is available where one of our operators can help you during the process.
You need to fill in all of the required fields on the registration form and enter your credit card and driving licence information to be verified and validated.
You will have to access the email address you provided to activate your account.
Once you have completed the process and you have been verified by us, you can access the service through the muving app by entering the username and password that you indicated on the registration form.

How does the MUVING service work?

Our service works exclusively through the Muving app.
Once the App is open, you will be able to see the closest motorcycles to your location on the map of the city.
Reserve a motorcycle and go to it.
Once you locate it, unlock it by just clicking on the App and put on the helmet which you will find in the storage compartment.
Ready? You can now start the engine from the App and ride to your destination.
Once at your final destination, park the motorcycle and switch off the engine from the App.
Place the helmet back in the storage compartment and log out of the App.
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Where around the city can the scooter be used?

On the app, you will see a blue line that marks the area in which the vehicle can be used. There are areas that you can go, but where you are not allowed to end a trip, meaning that you will have to return to the area marked by the yellow line in order to park.

What are the traffic and parking regulations in my city?

The Customer expressly undertakes to comply with all traffic and road safety regulations and municipal by-laws applicable to the city in which the vehicle is hired during the use of the Service. You can consult the municipal by-laws of your city by clicking here.

How long do I have to reach the motorcycle after reserving it?

Once you have located the motorcycle on the map and you have selected it for reservation, you have 10 minutes to reach it before the reservation expires.
Reservation time is free of charge.

How can I start the motorcycle?

Once the App is open, you will be able to find the closest motorcycle to your location on the map of the city.
Reserve it and, when you reach it, check that the licence plate is the same as the one you have reserved (you can see the licence plate on the app). Remember that you have 10 minutes to reach it, otherwise the reservation will expire.
Unlock the vehicle with the app, answer the questions, open the storage compartment to find the helmet, make sure you close the storage compartment and you are ready to ride.
Make sure that the red button is located to your left, check that the word ‘stop’ appears on the screen and lower the motorcycle from its stand.
Press the brake lever to start the vehicle and you will see the word ‘eco’ appear on the screen. As the motorcycle does not make any noise, you may be unsure whether it is on or off, but this is normal. You are now ready to ride to your destination.

Where can I ride?

You can ride the motorcycle within the urban perimeter of the city. You must however always return to the defined area when you want to end the service. An example appears on the homepage of this website.

How do I switch off the vehicle?

When you reach your destination, raise the motorcycle onto its stand and note that the screen returns to showing the word ‘stop’.
Place the helmet in the storage compartment to be able to end the trip and remember to take your belongings.
Access the app and end the trip or lock the motorcycle if you are making a stop and intend to continue riding. Check that the screen is switched off and the storage compartment is locked
It will not let me park the scooter, where is parking allowed?
You must park the scooter in designated places on the street regulated by municipal moped parking by-laws. Ending the service outside the indicated parking spaces will result in a penalty for the user.
Make sure that you park at least 50 metres away from the perimeter marked by a yellow line on the map because, if you are too close to it, the app will not let you park the vehicle.

Can I take passengers on the motorcycle? Is there a helmet for the passenger?

Yes, you can. All of our motorcycles can be ridden with a pillion passenger. In the storage compartment, you will find two helmets.

Can someone else ride the motorcycle while I have it?

No. You are the only person authorised to ride it, since, in the event of an accident, the insurance will only cover you. Even if the other person is also a Muving user.

What should I do if I have an accident on the motorcycle?

You should contact Muving Customer Service as soon as possible so that we can help you. Call + 34 956 556 393 or go to www.muving.com and report it through our web chat.

Note that in the storage compartment you will find a document pouch containing a mutual accident declaration form that you must complete and send to sharing@muving.com within a maximum period of 24 hours.

Where do I find the motorcycle’s documentation?

You will find all of the documentation in the document pouch inside the storage compartment.

What happens if my mobile phone runs out of battery?

If you run out of battery while using the service, open the storage compartment to find the Customer Service telephone number within the motorcycle’s documentation, locate a telephone and contact us to deactivate the service.
It is very important to always have your mobile phone fully charged, as this is how you start and end the service.

What are the service’s hours of operation?

The service is available from Monday to Sunday, 24 hours a day, 365 days a year.
To report any incidents during use, call 956 556 393 and our team of operators will assist you.
Customer Service’s business hours are from Monday to Sunday, 8:00 am to 10:00 pm.

Where can I make a comment about the service?

Go to our website (www.muving.com) and leave us your comment or, if you prefer, access one of our social media channels and follow us. You can keep up to date on the status of the service, promotions and even share muving moments.
We encourage you to join the Muving community and give your opinion.

Where can I find the General Terms and Conditions and the Privacy Policy?

You can view the General Terms and Conditions and the Privacy Policy here.