Depending on the location of where you locked the vehicle, it may take up to 30 seconds for the app to reflect that a trip has ended. This usually happens in cell-reception "dead zones."
Here's what to do if the trip continues on your app after you've locked the bike:
First, regardless of what the app says, you will not be overcharged. Once we receive your inquiry, we can end the trip remotely for you and refund any overages if they do happen.
We recommend closing the Spin app and relaunching it; our team regularly pushes out fixes and adjustments to our app, so relaunching is a way to update the app, which usually fixes the issue.
Second, if relaunching the app does not work, it is likely due to a network issue such as poor cell reception. In that case, you may need to use Bluetooth to end your trip - which the app will prompt you to do. Please make sure the lock is physically locked before trying all of these options.
Still having issues? Please get in touch using the "Help" button on the bottom right corner of our app and on our site, www.spin.app! To help expedite our support, please send us the vehicle's 7-digit license plate number, the email address or first and last name you used to create your Spin account, and any screenshots of the problem.
Rest assured, you will not be overcharged. Once we receive your inquiry, we can end the trip remotely for you and refund any overages if they do happen.
Email us: firstname.lastname@example.org
Call us: +1(888)-249-9698
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