Plan X™ FAQ

Using Plan X™

How do I start a ride?

STEP 1: Download the app

Get the Plan XTM app on the App Store  or Google Play.

STEP 2: Find your ride 

Using the map feature, find a Plan XTM scooter near you. You can also reserve your ride up to 15 minutes in advance.

STEP 3: Unlock your ride 

Scan the QR code or enter the code number on the Plan XTM app.

STEP 4: Ride safely 

Wear a helmet. Place 1 foot on the scooter and push off with the other. Press the throttle once you are balanced. Squeeze brakes to slow down. Ride in bike lanes, not on sidewalks, and obey all traffic laws in your city.

STEP 5: Park properly 

Don’t block public right of ways. Use public bike racks when available.

STEP 6: Pause or end your ride 

Tap the “Pause Ride” button and save up to 50% on per-minute charges when you take a break from riding. Tap the ‘End Ride’ button and enjoy the rest of your day! 

How do I reserve a scooter?

  1. Download and install the app from either the App Store or Google Play.
  2. Find a ride on the Plan X map.
  3. Select the ride and tap the ‘reserve’ button.
  4. Users can reserve a scooter for up to 15 minutes for a fixed amount of 2 dollars.

Where do I park my vehicle?

Scooters are to be parked within 2 feet of curbsides, not blocking walkways, crosswalks, transit stops, driveways, service ramps or on private property. Scooters must also be parked upright. A user provides proof of proper parking by taking a picture of the parked scooter when ending their ride.

How can I pay for my ride?

Payment methods accepted include VISA and Mastercard. Additional Interac Debit Cards, plus NFC or “tap” payment methods coming soon. Additionally, in select areas, we are working on accepting transit pass credits when you link your transit account to the Plan X app.

Rules & regulations

What are the rules and regulations?

  1. Wear a helmet.
  2. Abide by all traffic laws.
  3. You must not ride down steep hills.
  4. You must be 18 years of age or older.
  5. When you are riding, you are riding at your own risk.
  6. Only one rider at a time on each vehicle.
  7. Park the vehicle properly at the end of your ride.
  8. For more information, please visit our Terms of Service.

Why did I receive a fine?

Damage. If the user damages the scooter (accidentally or intentionally), or fails to properly return it and damage occurs, they may be responsible for the associated costs. These costs are determined based upon the costs of repair or replacement of the relevant Product. Charges will also apply for any vehicle not returned within 48 hours of rental, which we consider lost or stolen and, depending on the circumstances, we may need to file a police report against the user. We also reserve the right to take any action against the user that the law allows, including holding the user liable for the value of the vehicle.

Product Pick-Up. If the user is unable to return a scooter to a valid area (for example, they have to leave it on private property, in a locked community or an otherwise unreachable area), and the user asks that we pick that vehicle up, we may charge them a pick-up fee. If the user abandons a vehicle, they’ll be responsible for all associated fees until it’s recovered, plus a service charge, depending on the time and effort associated with recovering the vehicle. If the vehicle cannot be recovered with reasonable efforts, then we may hold the user liable for the value of the vehicle.

Parking. If a user does not properly park a vehicle, they may be fined for each infraction. Scooters are to be parked within 2 feet of curbsides, not blocking walkways, crosswalks, transit stops, driveways, service ramps or on private property. Scooters must also be parked upright. A user provides proof of proper parking by taking a picture of the parked scooter when ending their ride.

Disputes. If the user disagrees with any charge, they may contact us at support@planx.co to dispute the charge.

What do I do if I have an accident?

If you require immediate police or medical attention, please call your local emergency number.

Once you and all involved parties are out of harm’s way, and the necessary authorities have been contacted, please call 1-866-77-PLANX to speak with a Plan X representative.

Please note that this line is strictly for users who require safety-related assistance.

Safety

What is Plan X’s safe riding plan?

Plan X will deliver safety education sessions online via our website and in-person via pop-up sessions in high scooter usage areas.

In addition to the above, we will offer a rider’s first ride activation fee and 10 minutes of riding for free if they submit an image of them wearing a helmet with our scooter clearly visible through our app before embarking on their first ride. The credit will be applied back to their account once we have verified helmet usage in the picture.

For riders that require helmets, we will provide free helmets at special local events and for Plan X riders that meet our riding requirements. Details available soon.

What do I do if I cannot end my ride on the app?

If the scooter loses power or you lose connectivity you will not be able to end or pause your ride. Don’t worry. You will only be charged for the real time of your ride. Simply tap ‘Support’ on the Plan XTM app, tap ‘+’ to create a ticket, scan or enter the QR code, and provide a short description of the situation.