Note: If you are using TIER e-scooters directly from the TIER app, in case of an issue please contact their customer service directly via phone: +358 9 425 50519 (09:00 - 20:00) or via email to support@tier.app.

Overview

With Whim you can now use shared TIER electric charged scooters in Helsinki, Turku, Tampere, Lahti and Vaasa. This article explains the following:

• Guide to Using TIER e-scooters
• Picking up a TIER e-scooter
• Start Riding 
• During the Ride
• Ending Your Ride 
• How to Report a Problem with Your e-scooter
• Rider Requirements
• Pricing for Whim Users
• Possible Extra Fees
• Questions and Answers

Guide to Using TIER e-scooters

Picking up a TIER e-scooter

Tier e-scooters are available every day from 00:00 to 24:00. To be able to use the Tier e-Scooter:

Choose Scooters from “Travel By” section in the Home View of the app.

Fig. 1. Whim Home View

1. You can see available Tier e-scooters and their locations in the Whim app.
2. Before unlocking the e-scooter take a look at the safety instructions shown in the app.
3. You can either:
   • Point your camera at the QR code (Fig. 1) on the e-scooter's handlebar to unlock it. 
   • You can also type in the e-scooter ID to unlock the e-scooter.
   • If you have trouble scanning/reading the QR code, you can use the in-app flashlight function.
   • Unlock the scooter by tapping "Scan QR Code". 

Fig. 2. TIER e-scooter QR Code.

• Or  Unlock the e-scooter by selecting an e-scooter on the map and tapping "unlock e-scooter".
• This function lets you unlock the e-scooter from up to 400m away.
• Your ride will start immediately after tapping "unlock e-scooter".
• If you are more than 400 m away from the e-scooter, a window, saying that you should move closer to the e-scooter, will pop up on your screen. 
• Whim shows you the location of the e-scooter on the map, but if you can’t find it, you can choose the “bell” function from the app. The e-scooter will make a ringing/beeping sound so it is easier for you to locate it. 

After unlocking/scanning the QR code Whim asks you to confirm the booking. 

• • Once your e-scooter is unlocked, its lights and the display turn on. 
  • Start rolling!

Start Riding

• To start moving, first, place one foot on the board and then use your other foot to push the e-scooter forward (2-3 times) in order to pick up speed.
• Once rolling, put both feet on the footboard and press the acceleration lever on the right side of the handlebar. This will start the electric motor.

Fig. 3. TIER e-scooter acceleration lever

During the Ride

• By pressing the right lever (Fig. 2), you can accelerate and control the speed of your e-scooter. 
• To slow down your e-scooter, you can either use the handbrake on the left side of the handlebar (Fig. 3), or by pressing the foot brake in the back of the e-scooter.
• The latest models of TIER e-scooters have the hand brake whereas the older models have the foot brake.

Fig. 4. TIER e-scooter hand brake

• Do not exceed the local speed regulations of 18-25 km/h. 
• Pay attention to traffic and respect local traffic laws.
• A little speedometer on the handlebar shows you the battery condition of the scooter as well as the speed. 
• In Whim you can see the duration of your current ride as well as the price. You can also see the e-scooter ID and the battery level. 
• Find out about reduced speed zones, no parking zones, and outside-operating area by tapping the zones on the map. 
• You can ride your scooter within the permitted TIER business zone during the regular operating hours.

Ending Your Ride

• Make sure you are inside the permitted TIER business zone, this is the white area on the map. 
• Check that you are not standing in no parking zones. These are the red areas on the map.
• Once you’ve found a suitable parking spot for your e-scooter (public and accessible to everyone), open Whim and tap “End ride”.
• The parking spot doesn’t block public paths, driveways or building entrances.
• Whim shows you the details of your ride.

How to Report a Problem with Your e-scooter

• If you have any problems with the e-scooter, please contact Tier
• via phone: +358 9 425 50519 (08:00 - 20:00) and have e-scooter ID handy
• via email to support@tier.app (include your e-scooter ID in the email)
• or via webform here and have e-scooter ID handy
• Or contact Whim customer care via in-app Help Center.

Rider Requirements

In order to be able to use TIER e-scooters in Helsinki and Turku, you must fulfill the following rider requirements:

• You must be 18 years or older
• You are also required to have experience or minimum skills with driving VMPs (vehicle for personal mobility) and to be familiar with the operation and the safe handling of VMPs.
• Have to have a minimum of knowledge of driving and the local traffic regulations. 
• For your own safety we recommend always wearing a helmet when riding a TIER. Depending on your local traffic laws, helmets might be mandatory.
• Have accepted General Terms that include the Special Terms and appendices.
• See section 11.7 of https://www.tier.app/terms-conditions/ for more info.

Pricing for Whim Users

HELSINKI: Without a season ticket, serial ticket or bundle, HSL 30-day season ticket, HSL 30-day student season ticket, 10-ticket, City Bike season pass and Unlimited:

• Starting fee of 1€
• Additional charge of0,20€~0.25€ per every minute used
• E.g. for a 5-minute ride the cost would be 1€ + 5 x 0,20€ = 2,00€

TURKU: Without a season ticket, serial ticket or bundle

• Starting fee of 1€
• Additional charge of 0,20€~0.25€ per every minute used
• E.g. for a 5-minute ride the cost would be 1€ + 5 x 0,20€ = 2,00€

*Minute price subject to change by TIER.

Possible Extra Fees:

• For driving without a confirmed or valid rental contract or for transferring the access data to another user: €250.00
• For loss or all repair fees incurred due to the fault of the user: arising expenses depending on the amount billed
• For additional costs incurred due to the fault of the user (e.g. Towing / picking up the vehicle etc.): arising expenses depending on the amount billed
• For parking an e-scooter at not publicly accessible locations: €50.00
• For moving an illegally parked e-scooter: €50.00
• For picking up an e-scooter outside the business zones: €50.00

Questions and Answers

• Can I pay for my TIER e-scooter trip using in-app credit?
• Are TIER e-scooters available all year round?
• Do I need to have a driver’s license to use a TIER e-scooter?
• Is there an age limit to use a TIER e-scooter?
• Does TIER provide insurance for using an e-scooter?
• Can I rent a TIER e-scooter for my friend?
• Do I need to wear a helmet when using a TIER e-scooter?
• Is there a time limit for using a TIER e-scooter?
• Where can I park a TIER e-scooter?

Can I pay for my TIER e-scooter trip using in-app credit?

Yes, paying for your trip with in-app credit is possible, if you have enough in-app credit on your Whim account to cover the whole cost of the trip. If you do not have enough in-app credit to cover the cost of the whole trip, the price of the trip will be charged from the payment card registered to your Whim profile.

Are TIER e-scooters available all year round?

Yes, TIER e-scooters are available all year round. However, e-scooter availability is weather dependent and to ensure your safety TIER may take the scooters off road temporarily, when the weather conditions are challenging (e.g. snow or icy conditions).

Do I need to have a driver’s license to use a TIER e-scooter?

In Finland, you do not need to have a driver’s license in order to drive a TIER e-scooter. However, you are required to have minimum driving skills and knowledge of local traffic rules and regulations. 

Is there an age limit to use a TIER e-scooter?

Yes, you need to be 18 years old in order to drive a TIER e-scooter in Finland. 

Does TIER provide insurance for using an e-scooter?

Yes, TIER provides legal liability insurance for the user. 

Can I rent a TIER e-scooter for my friend?

Unfortunately, renting a TIER e-scooter for a friend is not possible at the moment. In order to rent a TIER e-scooter, you need to use your personal user account. Renting an e-scooter for someone else with your own account may result in a penalty fee of 250€.  

Do I need to wear a helmet when using a TIER e-scooter?

For your own safety, we highly recommend wearing a helmet while using a TIER e-scooter. 

Can I ride a TIER e-scooter on a walkway?

Riding an e-scooter on a walkway is illegal in Finland and therefore is not allowed with TIER e-scooters either.

Is there a time limit for using a TIER e-scooter?

You can ride your TIER as far and long as you want to – as long as you end your ride within the permitted TIER zones. 

Where can I park a TIER e-scooter?

You can park your e-scooter in the permitted TIER business zones, which is shown in the app. You are not allowed to park your e-scooter in the red areas shown in the map and you must ensure the parked e-scooter will not block any public paths, roads or entrances to buildings.

Fig. 4. Zone colors and their meaning