We’re Sorry to Hear About Your Experience—Let’s Fix It!
We strive to provide a smooth riding experience, but we understand things don’t always go as planned. Below are common issues riders encounter, along with steps to resolve them quickly.
1️⃣ Unexpected Charge on Your Card, Bank, or PayPal Statement
If you see a charge you don’t recognize, it may be one of the following:
“BIRD TEMP HOLD” (Temporary Authorization Hold)
- Before a ride begins, we place a temporary hold on your payment method.
- If your ride costs less than the hold, the difference is refunded. If it costs more, the final charge is adjusted.
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Refunds typically process within 14 days, depending on your bank.
✅ Next Steps: If you don’t see the refund after 14 days, check with your bank first. Still need help? Submit a request here.
“BIRD PRELOAD” (Adding Funds to Your Balance)
- This charge occurs when you manually add funds to your Bird account.
- A receipt is sent via email.
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If your preloaded balance runs out, we charge your payment method for any extra costs.
✅ Next Steps: If you want a refund of your remaining balance, submit a request here.
“BIRD RELOAD” (Auto-Reload Enabled)
- This appears when your Bird balance hits zero and auto-reload adds funds automatically.
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An email receipt is sent for every auto-reload transaction.
✅ Next Steps: To disable auto-reload, go to Menu → Payments in the Bird/Spin app (note: this feature is mandatory in some markets). If you need a refund, submit a request here.
2️⃣ Unable to End Your Ride & Overcharged
If you can’t end your ride and are charged extra, it may be due to:
🚧 No Parking Zone: You're in a restricted area (shown in grey on the map).
🅿️ Not in a Designated Parking Spot: Look for areas marked with a “P” in the app.
📶 Internet Connectivity Issues: Poor network coverage may prevent the ride from ending.
✅ Next Steps: Move to a designated parking spot and try again. If the issue persists, submit a request here, and we’ll review your ride details for potential credits or refunds.
3️⃣ Charged for a Ride Covered by a Ride Pass or Bird+ Subscription
If you were charged for a ride that should have been included in your Ride Pass or Bird+ subscription, check the following limits:
🔹 Ride Duration Limit: Example: 30 minutes per ride
🔹 Number of Rides Allowed: Example: 10 rides in 24 hours
🔹 Total Minutes Covered: Example: 300 minutes total per pass
If you exceed these limits, standard per-minute rates apply.
✅ Next Steps: Check your Ride Pass details in Menu → Ride Pass/Bird+. If you believe you were incorrectly charged, contact us here.
4️⃣ Ride Cost Higher Than Expected?
Bird/Spin pricing includes:
✔️ Unlock Fee (charged at ride start)
✔️ Per-Minute Fee (calculated during the ride)
📧 A receipt with a price breakdown is emailed after every ride.
✅ Next Steps: To save on future rides, consider purchasing a Ride Pass before starting. Available in most markets via Menu → Ride Pass in the Bird/Spin app.