Transporter Guide

Transporter Guide

Overview

Once approved as a Transporter, you may begin locating and transporting Wheels bikes to our Hubs as an independent contractor.  For each bike that you can successfully transport to a Hub, you will earn a bounty ($$) and will also have the opportunity to earn bonuses at times.

Common Terms:

Rider	Anyone in need of an alternative form of safe, environmentally conscious transportation.
Hubs	Strategic locations throughout the city where Wheels devices can be placed.
Transporter	An independent contractor who finds, picks up, and moves Wheels devices back to Wheels Hubs.
Wheels App	Use your Wheels app to find and drop off devices at hubs!
Device	Wheels' electric-powered device - keep an eye out for the Wheels logo!
QR Code	A scannable label that contains information about the Wheels device to which it is attached.
Bounty	A dollar amount assigned to the device you are transporting to a hub.
Transport Device	A Wheels device in good condition ready to be used by a rider (available in green on the app).
Service Device	A Wheels device in need of service like a low battery, issue with the GPS, etc. (available in yellow on the app).
Transport Hub	Locations throughout the city for devices that are ready to ride!
Service Hub	Locations for devices that need to be serviced.
Find Hubs Toggle (in app)	It shows on a map where transporters can drop devices (at Service and Transport Hubs).
Find Bikes Toggle (in app)	It shows the devices that are ready to get picked up (have a dedicated bounty).
Stripe	Stripe is a payment and payout processing service. You will be signed up for a Stripe account, which handles both payments and payouts. Wheels does not collect nor store your payout information.

Transporter Mode:

Once you have been approved to be a Transporter you will be able to view TRANSPORTER MODE. In the Wheels App, open the menu and you will see the TRANSPORTER MODE toggle switch at the bottom of your screen. Toggle on to view Transporter Mode.

Verify Your ID:  

For the safety of our community, we are requiring that all Transporters provide a government issued picture ID to begin transporting for Wheels. On your first pick up, you will be required to scan your ID and take a selfie. Once your ID has been verified (this will happen within minutes for most Transporters), you can begin scanning in devices and transporting.  

Types of ID accepted:

• Valid State Issued Driver’s License
• Valid State Issued ID
• Valid Passport
• Valid Military ID

Types of ID not accepted:

• Temporary IDs
• ID’s without pictures 
• Expired IDs
• Screenshots of IDs 
• IDs showing someone under the age of 18 

How To Verify Your ID in the Wheels App:

The first time you scan a bike for pick up, you will be prompted to verify your ID.

Next, take a picture of the front of your ID

Next, take a picture of the back of your ID

Next, take a selfie

Once successfully verified, you will receive an instant message:  Verification Complete

Why do we ask for ID?

If your ID is not verified immediately, please contact us through the HELP tab of the menu in the Wheels App

Picking Up Devices:

To see devices on bounty make sure the toggle on the map is set to “FIND BIKES”.

Each device is marked by a Bounty that contains the payout ($) for a successful drop-off.

Device Statuses:  

Transport device

Devices that are ready to use and can be delivered to a Transport Hub.

Service Device  

Devices that have low/dead battery charge or are damaged in some way and need to be delivered to a Service Hub.  

Device Details

Tap on an available device to get directions, see the last GPS update, and payout details.

The more recent the GPS ping, the easier it should be to find the device.

You will also see whether the device is a transport or service device.

Once you get to the device, click Scan & Pick Up before putting the device in your vehicle. 

Scanning Devices

Once you locate the device, scan the QR code on the handlebars.  A successful scan will add the device to your pick up queue.

If you are having issues, input the QR manually with the blue button on the bottom left. You can use the flashlight button to scan QRs in the dark.

Dropping Off Devices

Once you have completed the pick up process, it is time to drop off devices. 

Switch the toggle at the top to “Drop Off” to see all of the hubs in your city. 

Service devices go to a yellow Service Hub

Transport devices go to a green Transport Hub

The numbers on each hub in the app show how many device spaces are still available.

Hub Details

Tap a hub to see location details, number of available spots, and hub type (service or transport). 

You can also “Get Directions” to a hub, much like navigating to a scooter. 

Once at the hub, select “Start Drop Off” to begin the unloading process.

You are allowed 3 hours from pick up to complete a drop off.

Step by Step Drop Off

Parking Correctly

• Handlebars turned to the left
• Neat rows
• Pegs down
• Front wheel close to the curb

Parking Incorrectly

• Blocking ramps of any kind
• Blocking fire hydrants
• Parking in the street
• Parked in load zones (white and yellow curbs)
• Parked in bus zones (alternating red/yellow curbs)

Support

If you experience an issue, please contact the Customer Experience Team by sending in a Request in the app under the Help tab of the menu.

When reporting an issue, complete the Request Form completely and include pictures/screenshots to ensure you get paid correctly.

Please always include the phone number associated with your account on each ticket.

(without this, we can’t access your account and are not able to assist you)

Basic Troubleshooting  (can’t see device/hubs on the map, app acting weird):

• Make sure you are in Transporter Mode
• Check your phone’s location settings
• Hard quit the app and relaunch
• Check for updates to the app in the AppStore or Google Play
• Uninstall the app and reinstall
• To avoid issues, make sure you drop the device to the correct hub (service/transport) within 3 hours

Pick Up Issues

• If a device won’t scan in to your app, you will NOT be paid so please leave the device
• If a device doesn’t have an Active Bounty, it doesn’t need picking up
• NEVER take a device home, all devices must be dropped off within 3 hours
• Please report damaged devices and drop them at the Service hub

Safety 

• Transporters should avoid private property whenever possible

• Wheels has a recovery team that will retrieve the devices on private property

• Your safety comes first!