I get an error message when I try to unlock a pony
Are you trying to unlock a pony by scanning the vehicle's QR code but getting an error message? There may be several explanations:
The pony is unavailable
When a pony is damaged or has a low battery, it is made unavailable while our teams look after it. Unavailable vehicles are crossed out on your app so that you can easily recognise them. If you tap on a crossed-out pony, you'll see the words "unavailable" and its number, so you can recognise it among the other parked pony vehicles !
Your method of payment has been refused** Your method of payment has been refused *Your method of payment has been refused
Before starting a ride on pony, the app asks you to carry out a transaction in order to take a bank imprint. If this transaction fails, you will not be able to unlock the vehicle.
To find out more about this bank imprint, you can read this article
Here are a few reasons why a payment may fail :
- Your payment method does not have enough funds
- You have reached your payment method limit
- Your bank card has expired
- Your bank asks you to carry out an additional verification step (3D secure) and this step has not been validated
If you have any payment problems, we advise you to contact your bank directly, who will be able to help you, or to try another means of payment.
Your account is being investigated** Your account is being investigated Your pony account may be temporarily blocked if our teams detect any fraud.
Your pony account may be temporarily blocked if our teams find any activity that does not comply with our terms of use. To find out more, you can contact our teams by email at aide@getapony.com.
If these points don't solve your problem, don't hesitate to contact our teams directly via the app chat (help tab) !
The pony is unavailable
When a pony is damaged or has a low battery, it is made unavailable while our teams look after it. Unavailable vehicles are crossed out on your app so that you can easily recognise them. If you tap on a crossed-out pony, you'll see the words "unavailable" and its number, so you can recognise it among the other parked pony vehicles !
Your method of payment has been refused** Your method of payment has been refused *Your method of payment has been refused
Before starting a ride on pony, the app asks you to carry out a transaction in order to take a bank imprint. If this transaction fails, you will not be able to unlock the vehicle.
To find out more about this bank imprint, you can read this article
Here are a few reasons why a payment may fail :
- Your payment method does not have enough funds
- You have reached your payment method limit
- Your bank card has expired
- Your bank asks you to carry out an additional verification step (3D secure) and this step has not been validated
If you have any payment problems, we advise you to contact your bank directly, who will be able to help you, or to try another means of payment.
Your account is being investigated** Your account is being investigated Your pony account may be temporarily blocked if our teams detect any fraud.
Your pony account may be temporarily blocked if our teams find any activity that does not comply with our terms of use. To find out more, you can contact our teams by email at aide@getapony.com.
If these points don't solve your problem, don't hesitate to contact our teams directly via the app chat (help tab) !
Updated on: 24/08/2023
Thank you!