+ Which driving licence do I need to ride a smart e-bike?
Switzerland law requires at least a category M (Motorcycle) driver's license. A valid driver's license (automobile or motorcycle) from a foreign country also meets the minimum requirements to operate a smart e-bike
+ Why do I need to send a copy of my driver's license and how do I send a copy of my driver's license?
A copy of your driver's license will ensure your compliance with local regulations.
There are two ways to do this:
Upload a photo of front and back of your driver's license here .
In person: Visit us at Zentralstrasse 118 in Zurich (smide ops center) and we will make a copy of your driver's license (opening hours: Mon-Fri from 8-18).
Prices and payment
+ How much does it cost to use smide?
The basic price is CHF 0.25/minute. Free credits can be earned through the use of bonus zones and battery charging stations. Our bestseller package consists of 60 minutes for CHF 15. Other packages include 20/40/120/240 minutes.
+ How do I know if I run out of credits?
The sidebar menu displays the minutes you have purchased with your credit card. If you run out of credits on your smide app, the e-bike will gradually begin to brake and you will not be able to continue your ride until more credits have been added.
+ How do I add credits?
You can add credits directly in the app and then continue driving/booking. Click on the + button beside your minute balance in the sidebar menu. You can pay by credit card securely through the app or via Twint (079 788 55 11) / in cash (ops center Zentralstrasse 118, 8003 Zurich).
+ What does a negative credit balance mean?
You have used up all your minutes. If there is a negative balance you have to purchase additional credits to cover the minutes used.
+ How long is my credit valid for?
The credit does not expire. We reserve the right to temporarily or completely discontinue the operation of smide. If you still have credit on your account, a refund will be made to you.
Claim / accident and legal
+ I had an accident with the e-bike, it's an absolute emergency!
We are sorry that this has occurred. If you are injured, please call the ambulance tel 144 and/or the police tel 117. Please call our customer support team +41 44 544 05 30 and let them know. Our Smide service team will take care of your e-bike. Unfortunate events happen, however, we wish you a speedy recovery.
+ There's a helmet on the e-bike, do I have to wear it?
Yes, you are obligated to wear a helmet by law because the e-bikes are supported for speeds up to 45 km/h. Safety is our number one priority.
+ I think my e-bike has been stolen.
Don't worry, our smide service team will be happy to help you. Please notify our customer service team at +41 44 544 05 30 and we will locate the e-bike.
+ The e-bike only drives 35km/h but has a yellow number and is therefore approved for 45 km/h, why?
For safety reasons we have throttled the e-bikes and offer pedal support only up to 35km/h.
However, we have already approved our e-bikes for 45km/h and will soon increase the maximum speed supported for experienced users.
+ Where can I find the vehicle registration document?
A copy of the e-bike vehicle identification card is located in the handlebar grips of the right side of the smide bike. The identification card must always be kept in that location. You will need it if you are pulled over by the police, or when an accident occurs.
+ May I drive the e-bike after drinking alcohol?
In the case of all motor vehicles, anyone with a respiratory alcohol level of 0.25 mg/L or blood alcohol content of 0.05 % or higher are considered to be unfit for driving. Legal consequences, such as fines or suspension of driver's license may result for driving drunk.
Lending and unblocking
+ What is the difference between black and white e-bikes?
Our bikes have two frame sizes:
The small frame (17 inches) is our black e-bikes.
The large frame (20 inches) is our white e-bikes.
All of our e-bikes are equipped with a quick-adjustable seat post, which allows you to easily adjust the bike seat height to your needs.
+ The e-bike does not appear where it is marked on the map.
Oh no! That's not good! We are working on making sure that the GPS is as accurate as possible so that you can find the bike. Therefore we would like to ask you to look around in a larger area. Perhaps the e-bike is parked on the other side of the road, or close between other bikes. If you are still unable to find it, please finish your booking and inform the smide service team about the situation at email@example.com or via phone +41 44 544 05 30. Please remember to tell us the licence plate number (see in your app). We apologize for the inconvenience.
+ I can't enter anything on the display - How do I activate the display?
The display is automatically activated upon booking. You can also manually activate the disply by pressing the power button below the display (bottom of the top tube below the display)
+ Where and how do I enter the PIN?
You can enter the PIN directly on the bike via the touch display. You activate it by pressing the power button underneath the display.
+ The e-bike cannot be unlocked with the app or the PIN.
Please end your booking and email your case to firstname.lastname@example.org or call our customer support team at +41 44 544 05 30. Be sure to include the license plate number which can be found in your booking information or back of bike. Thank you!
+ The display of the e-bike shows it is in theft mode
The smide bikes offer optimal theft protection. If you want to use the E-Bike you're the only one who can unlock it. If the locked smide e-bike is moved without unlocking, theft mode will be activated. The motor is blocked and cannot be used without unlocking the bike via the customer support.
Your helmet is designed to be adjustable so that it fits a range of head sizes. You can easily change the fit by adjusting the length of the helmet straps (see wearing instructions on the helmet) or tighten the rubber bands in the helmet.
+ How can I adjust the saddle to my height?
The handle below the saddle allows you to easily adjust the saddle height. The best way to ensure the correct saddle height is to stand next to the bike and push/slide the saddle to the height of your hip. Then you are all set!
+ How can I turn on the lights on at the e-bike?
The daytime lamp is always on. The addtional headlamp is always switched on upon booking. To switch the headlamp off/on, press the light button on the right-hand side of the handlebars.
+ Where can I charge my mobile phone on the e-bike?
The smide e-bike is equipped with a USB charging socket (5V). While driving, connect your phone to recharge the battery. The charging socket is located at the front of the daytime running light and is covered with a rubber lip.
+ There is something missing on the e-bike (basket, mirror, helmet, etc.)
Please report the damage in the app or send us an e-mail to email@example.com. Our smide service team will receive this information and make sure that this bike is fully operational again. Thank you for bringing this to our attention. Please remember to not drive without a helmet!
+ The e-bike has a defect and is no longer usable.
Please terminate your booking and report this error directly to smide service team at +41 44 544 05 30, via e-mail to firstname.lastname@example.org or via the app under report issues. We will try to correct the defect as quickly as possible. Look on the app to search for the next available Smide e-bike. We apologize for any inconvenience.
+ Do you use renewable energy for e-bike sharing?
Yes, with smide you use electricity from 100% renewable energies and make an important contribution to sustainability.
During the trip
+ How do I switch between the support levels?
On the control panel on the right handlebar, you can switch between the following support modes by pressing the + and - buttons:
Bicycle mode: The motor is switched off.
Support mode 1: Low pedal support
Support mode 2: Medium pedal support
Support mode 3: High pedal support
The selected support mode is highlighted in the display. If no support mode 1/2/3 is highlighted
you are in bike mode and have no motor support.
+ The e-bike doesn't ride properly, it feels blocked.
Maybe you haven't unlocked the e-bike yet. Unlock it via the app or enter the PIN manually and your journey can start. If you continue without unlocking, the theft mode will be activated and you will not be able to use the e-bike for the time being. Note:
Even if you don't have any credit left on your smide app, the e-bike is gradually blocked and you will not be able to use it until
you add more credits.
+ The e-bike does not support pedalling properly during the ride.
There can be two reasons for this: (1) you run out of battery. Please look for a next e-bike and continue your journey. (2) there is an error of the e-bike. Please finish your booking and contact the smide service team. You can reach us from Monday through Friday from 08:00 to 18:00 at +41 44 544 05 30, via e-mail to email@example.com, or via the app under report issues. Thank you for bringing this to our attention!
Free and bonus minutes
+ How to redeem a coupon code?
You can enter a coupon code directly in the App. Click on "Redeem voucher" in the sidebar menu and enter the coupon code. The minutes should be credited directly.
+ How can I benefit from the bonus zones?
While driving into the bonus zone an In-App Notification will notify you as soon as you are in the zone. The app shows you how many bonus minutes you receive in the bonus zone. Place your bike within the bonus zone on a public and easily accessible bicycle parking lot and finish your booking. The bonus minutes will be credited to your account shortly.
+ How do the charging stations actually work?
Battery stations are marked on the card with a flash pin. On site at each charging station there is a manual that describes how to proceed. Afterwards, we will manually credit the bonus minutes to you.
+ I would like to recommend smide to my friends and benefit from it.
Recommend smide to all your friends via the app. You will find it under the menu item "Invite friends". Once your friends have entered the coupon code and purchased a smide package, you will be rewarded with free minutes.
E-Bike locking and return
+ Can I lock the e-bike during a journey?
Yes, if you are making a quick stop and intend to continue your journey you may lock/unlock the e-bike via the app or touch display of the bike. However, the app will still deduct credits accordingly to the amount of time total of your booking. If the e-bike automatically falls into lock mode, it must first be locked on the app and then unlocked again.
+ I have technical problems with the returnal
Please restart the app. If you continue to have technical problems, please call smide service team at +41 44 544 05 30. We apologize for any inconveniences
+ The battery of my smartphone is almost empty and I'm afraid I can't finish the booking.
No problem. The smide e-bike is equipped with a USB charging socket (5V). The charging socket is located at the front of the daytime running light and is covered with a rubber lip. If you run out of battery, the booking will still continue. Please contact the customer support immediately, so that they can stop the booking manually.
+ I am outside the city limits (geofence) and would like to terminate my booking.
In order to better serve all of our users, the e-bike must be returned within the geofence. This ensures that the next customer can easily locate and use our services. If you park your e-bike outside the geofence, your booking will continue to run and you will be charged accordingly. Thank you for your cooperation.