OONEE 4+

There seem to be problems with the iOS app

Tried many times to verify my email address, no help from customer support. When I finally tried a third address it worked, but then I got stuck in a loop verifying my identity. Once I finally got someone from customer service, they were great and everything was sorted out. My partner has no issues on android, so I’m guessing this is an iOS issue.

Developer Response ,

Hi there, and thanks so much for your feedback!

We’re sorry to hear that you had trouble verifying your email address and going through the identity check process. Sometimes the automated verification can longer, especially if there’s difficulty reading the photo or matching it to the ID document.

We’re glad our support team was able to help get everything sorted for you. Thanks again for your patience, and we look forward to seeing you at the stations!

Unreliable service

Have used this app quite a bit and the main issue is reliability. On multiple occasions I tried opening the app and it was stuck loading. This meant I could not use the bike locks. I haven’t had the app fail on me yet when I wanted to unlock my bike, but that’s a big risk if you’re planning to use it.

The barrier to using this for bike locks is requiring an id for verification. This is annoying and not great for privacy. It could also be a barrier for those who don’t have an ID and would just like to use the service. Privileged people aren’t at a disadvantage since they have access to these, but others not as fortunate may not be able to use it because of this barrier.

Developer Response ,

Hi there -thanks for your candid feedback. We know the app is an MVP, and there are definitely a few kinks we’re still working through. ID verification is an important part of keeping our community and their bikes safe, which is why we’ve implemented it as a security measure. That said, we understand that not everyone has a government-issued ID. We offer an alternative sign-up option that doesn’t require one, and we also accept foreign ID documents to make the process more inclusive. For identity verification, we use a trusted third-party service that’s commonly used by financial institutions. It’s fully compliant with GDPR, ISO 27001, and SOC 2 standards. Thanks again for helping us improve and we’re excited to have you with us as we continue building a better user experience!

Bait-and-switch

Brought bike down on Metro-North on a Saturday and wanted to leave it at Grand Central. Downloaded app for fancy future bike rack. Then discovered that although the rack is covered with OONEE branding, you have to email (!) them to ask for permission to use another (!) app to access this one particular bike rack. OONEE finally emailed me back two days later—weekday service only of course—by which time I had left the city.