Support
What to do when something goes wrong, and who can actually fix it.
Effective July 16, 2026
Not an emergency service
Oonee support is email only. Nobody is monitoring it around the clock.
If you're in danger, hurt, or your bike is being stolen right now, contact your local emergency services. In the US that's 911. Don't email us and wait.
If your bike has already been stolen, report it to the police first — then email us. A police report needs the serial number, which is the thing your Oonee bike profile is for.
How to get help
Email support@oonee.us
To save a round trip, include:
- the email address on your account
- which bike or booking it's about
- what you expected, and what happened instead
- a screenshot, if there's something to see
NOT YET FINALISED — We're not publishing a response time, because Oonee hasn't committed to one. We'd rather say nothing than promise a turnaround we might miss.
A booking or a service
Talk to the shop first. Providers on Oonee are independent businesses, and they're the ones with your bike. For running late, changing a time, questions about the work, or something done wrong, they can act — we can't.
Come to us when the problem is Oonee itself:
- a booking is stuck, or shows a state that looks wrong
- you were charged an amount that doesn't match what you accepted
- a shop isn't responding at all
- you never got an email you should have
On that last one: our outgoing email is not fully configured yet, so missing booking emails are a known gap rather than a mystery. Your bookings are always accurate in the app itself.
Your bike profile or registration
You can edit or remove a bike yourself from My Bikes. Removing it hides it from the app; the record is kept so your booking history stays intact.
Email us if:
- you entered a serial number wrong and it's already verified — don't just overwrite it, tell us
- verification is stuck, or was rejected and you disagree
- you sold the bike and need the record dealt with
- a bike is on your account that you don't recognise
Getting into your account
Use Forgot password on the sign-in screen — that's the fastest route and doesn't need us.
If the reset email doesn't arrive, check spam, then email us from the address you signed up with. We can't hand an account to an address we can't match.
Kiosk access, mobile passes and key cards
This app doesn't manage physical access. Mobile passes and key cards for Oonee kiosks are handled by the Oonee pod team, not here — so this app can't issue, replace or reset one.
For a pass that expired before you activated it, a pass that didn't move to your new phone, a replacement key card, or a door that won't open, email support@ooneepod.com
NOT YET FINALISED — Which Oonee facilities are currently operating, and whether support@ooneepod.com is still the right address for them, needs confirming. It is the address the existing pod communications use.
If you're a service provider
For your shop's listing, services, opening hours, bookings, or getting paid, email support@oonee.us from the address on your provider account and say which shop you are.
Your timezone is worth checking: it decides how your hours are read and what time riders see on their appointment. It's under Availability.
Payouts run through Stripe and aren't switched on yet.
Anything else
For press, partnerships, or bringing Oonee somewhere, the main site has a contact form: oonee.us/contact