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Citymove uses the Comgate payment gateway. Verifying the payment card is made by charging and immediately returning 1 CZK.
If you cannot insert the card into the payment gateway, it may be because your card is issued by a company outside the EU. This is often the case with some Revolut cards, both physical and virtual or corporate cards.
You must have the card enabled for transactions that take place remotely. It is necessary to have them enabled in the payment card settings, both debit and credit. They are used, for example, when booking a hotel, making a purchase in taxi applications, or for recurring payments such as subscriptions.
Some Xiaomi phones have a problem when returning from a payment confirmation in the banking application. This can be caused by the phone being in battery saver mode and closing the Citymove app when you switch to another app. We are working on a solution.
The receipt of payment is sent immediately to the email address you have entered in the application after payment confirmation. Check that the email you have entered is correct and does not contain any typos. Also check the Junk folder in your inbox. It could be that the email has been marked as spam. Please contact us if necessary.
This error message appears when the payment gateway is not able to process your payment within some time. If this message appears, do not immediately submit your payment again! We recommend to wait couple of minutes and then find out, whether the payment went through after all or not. If the payment does go through, the app will send you a push notification (if you have notifications allowed in the app settings) and we will also send you a payment receipt to your email address whit which you have created your account. Be aware that the email with the payment receipt may end up in your spam folder or folder for "promotional" emails. If you are not sure which e-mail is associated with your Citymove account, you can check it in the app in the Profile tab.
If the payment fails to be processed afterwards. We will notify you via push notification and you will have to repeat the payment again. In this case we also recommend to check the most frequent reasons why your payment could have failed.
You still have the card stored with your profile in MPLA. If you wish to remove it, click on this link and log in to your MPLA account. In the upper left corner, you will find the option to open the menu, where you will find the option Payment cards, and there you can select and delete the card.
The most common cause is a lack of funds on the card or the expiry of the card entered in the app.
In these cases, you need to add a card with sufficient funds in the Payment Card section of your profile.
Other causes of payment failure may include:
- MO/TO limit settings - remote payments without CVV code. Typically, these are payments made with a payment card stored in mobile apps, which some banks separate from traditional internet payments. In order for the payment to go through properly, you need to check the MO/TO limits settings in online banking or contact the bank.
- The card is reported as lost.
If the bank rejects the payment, unfortunately we cannot see in the system what the reason was behind the rejection. You need to contact your bank for more information.
In exceptional cases, a weak internet connection at the point of transaction entry or a technical error may be behind the payment failure. In this case, please try the payment after a while. Please contact us for more information or assistance.
The most common cause is a lack of funds on the card or the expiry of the card entered in the app.
In these cases, you need to add a card with sufficient funds in the Payment Card section of your profile.
Other causes of payment failure may include:
- MO/TO limit settings - remote payments without CVV code. Typically, these are payments made with a payment card stored in mobile apps, which some banks separate from traditional internet payments. In order for the payment to go through properly, you need to check the MO/TO limits settings in online banking or contact the bank.
- Card reported as lost.
If the bank rejects the payment, unfortunately we cannot see in the system what the reason was behind the rejection. You will need to contact your bank for more information.
In exceptional cases, a weak signal at the point of transaction entry or a technical error may be behind the payment failure. Please do not hesitate to contact us for more information or assistance.
Turn on your wifi. Like any app that uses location services, citymove works better if your wifi services are on, even if you are not connected to any network.
The app is available in two languages: Czech and English. The language is automatically configured based on the phone language. If Czech is your phone’s primary language, the app will also be in Czech. The same applies for English.
If you have a language other than Czech or English set up on your phone, the app will be in English. However, if you have your native language as your primary language and Czech as your secondary language, the app will be in Czech.
In the application, go to the Profile section, which you can find in the lower right corner. Here, select the Payment card option. Here you will find the option to insert a payment card. You will then be redirected to the Comgate payment gateway, where you will enter your card details, and the verification will take place by paying the amount of CZK 1. This amount will then be returned to you.
Even without registration, you can use the Citymove app to find/search for public transport connections, the nearest bike share, cars or scooters. However, you need to register to pay parking fees or buy tickets.
If you registered via social networks, you might not receive a password reset email.
No, the Citymove app always finds the best connection to your destination even without a registration. However, in order to make a booking for mobility services, it is necessary to register with us. Then you can use our app to use various mobility services without having to register for each new service.
To log in just use existing Google, Facebook, Apple or ŠKODA ID account. Or use your email and password.
Yes, the account can be canceled. If you wish to cancel your account, please contact us using the form in the Contacts section.
Yes, the app remembers how you last logged in. If you log out of your profile and want to log back in, the app will offer you the last used login method.
The Citymove app offers several login options: Google, Facebook, ŠKODA ID, Apple ID (iPhone only), or by using your email and a password. If you only see one of these login options in the app, it is because you last logged in to the app using this option. If you want the app to show all of the login options, simply click on “Show more login options” on the app’s home screen.
If the Citymove app is constantly logging you out, contact us by using the form in the “Contacts” section, or by email at support@citymove.app.
Once you have added your card in the Payment Card section of your profile, your parking payment will always be charged to that card and you will not need to re-enter or verify your card.
The process of buying a parking ticket through the Citymove app works in the same way as buying a ticket through a parking meter on the street. If a parking ticket is incorrectly paid due to user negligence or inattention, the ticket cannot be cancelled and the money cannot be refunded.
We recommend that you save the license plates of the vehicles in your profile. If you have more than one vehicle, please use the additional description to name the license plates of the vehicles.
The receipt of payment is sent immediately to the email address you have entered in the application after payment confirmation. In the Profile section you can see what email you have entered for your profile. If you have logged in via social networks, an older email may be uploaded here. If you log in with Apple, there is a hashed email, but the receipt should come to the email you have in your Apple profile.
The process of purchasing a parking ticket through the Citymove app works in the same way as buying a ticket through an on-street parking meter. If a parking ticket is incorrectly paid due to user negligence or inattention, the ticket cannot be cancelled and the money cannot be refunded.
In the app, go to the Profile section, which can be found in the bottom right corner. Here, select Payment Card to easily change your card for a new one.
Parking fee payment is checked automatically using a monitoring system based on the vehicle's registration plate (number plate/number plate).
The process of purchasing a parking ticket through the Citymove app works in the same way as purchasing a ticket through an on-street parking meter. If a parking ticket is paid, the ticket cannot be cancelled and the money cannot be refunded.
The process of purchasing a parking ticket through the Citymove app works in the same way as buying a ticket through an on-street parking meter. If a parking ticket is paid for a longer period of time, the ticket cannot be cancelled or shortened and the money cannot be refunded.
You can manage the license plates in the Profile > License plates section.
You may have switched off the Date & Time feature on your phone (settings to obtain time zones from the local network). In this case, you need to set the phone to have time and zones obtained from the local network.
Parking in paid parking zones is limited to a certain maximum time, which depends on the type of zone you park in. (eg. the maximum parking time in the blue zone is 3 hours). When this time is reached, the system will not allow you to make another payment and extend the parking time.
It may happen that the Technical Road Administration will re-label parking zones on the street faster than they update their information system. In this case, the data in the app may differ from what is displayed on the street. Even in this case, you can safely pay for the parking through the Citymove app. Your card will be charged the correct amount corresponding to the on-street layout as virtual and physical parking meters are synchronised instantly.
For faster parking payments, you can save the license plates of your vehicles. You can enter the license plates in the “Profile” by clicking on “Vehicle license plates”. If you alternate several vehicles when paying for parking, you can add a note to each license plate – e.g., the type of vehicle, its colour, or whether it is a company or personal vehicle.
You can find the ticket in the ticket section at the bottom of the application.
The ticket becomes valid 2 minutes after purchase.
