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General

What is Citymove app good for?

Citymove is free local transit app you can use to search for connections for public transport and book mobility services from Liftago, Freebike and onstreet parking directly via the app. With citymove, you finally get peace of mind when riding public transportation. Popular features include:

- Search for any destination to get step-by-step transit directions
- View a line’s route and time schedule for each one of its stops
- Send SMS tickets for public transport
- Book a Liftago taxi
- Book and pay for a shared bike from Freebike
- Pay for Prague's on-street parking

How can I pay in the Citymove app?

There are various ways how to pay for services in Citymove. For public transport you pay by sms generated by the application. Paying for parking and for Freebike is done through the app but after you register on side of our partners. At this stage it is impossible to pay for Liftago through the Citymove app, so you will have to pay directly to the driver by cash or - if possible - by card.

How can I book and pay for taxi via the Citymove app?

If you search for a connection to a selected destination, you can select a taxi option in the search results. You pay for a taxi ride by cash or in selected cars by card. Unfortunately, it is now impossible to pay for the ride with the app, but we are working on this issue intensively.

How can I pay for parking with Citymove app?

After you join your MPLA account in your profile in your connected accounts section, the parking fee will be paid through your account.

On which platforms is the Citymove app available?

Citymove is available on both iOS and Android OS

How do you calculate routing results?

We use advance multimodal routing algorithms. We spend a lot of time improving our routing results to make them even better and appreciate user feedback to help us do so.

How can I rent a bike via the Citymove app?

All you have to do is have a Freebike account connected in your profile in the connected accounts section.

Registration

Do I have to register in the Citymove app?

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.

How can I register in the Citymove application?

It's easy, you don't have to create a new account and remember another passwords. To log in just use existing Google or Facebook account.

Why should I enter a payment method?

Currently, there is no need to submit payment methods into the app. The MPLA (parking) and Freebike accounts are created on the side of these partners. We are working on the payment method for Liftago, but at the moment there is no option to pay for Liftago through the app, it has to be done directly to the driver - by cash or by card if available.

Is it possible to cancel my Citymove account?

Yes, the account can be canceled. If you wish to cancel your account, please contact us using the form in the Contacts section.

Control

The app is loading really slowly.

You may be having problem with your connection or with signal. Please try loading other websites or apps on your phone to see if those work. You can also try to force quit the app or restarting your phone. If the issue persists, please let us know and include the phone type and name of your mobile operator.

I don’t get any results.

Please ensure that you have a working internet connection. Otherwise, the following may be the cause:

- You’re on the outskirts of a city and are too far away from a station. Please try changing your start/end point to the closest station.
- Your start and end points are too close, so we can’t find any public transit routes. Try using a location further away.

My GPS location is inaccurate.

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.

Payments

What if my payment fails?

The most common cause of the card payment failure is the setting of MO/TO limits (limits for payments without entering the CVV/CVC), which are important for the payments made via the card saved in the app. In order for the payment to be approved the MO/TO limit must be set correctly, it is important to check this in your online banking or by contacting your bank.

Other causes of the payment failure could be that the card saved in the app has expired, has been reported as lost to the bank or there is not enough funds available. If the bank rejects the payment, we won’t be able to say what was the specific reason for it, therefore for more information it is best to contact your bank.

In unusual cases it is possible that the payment failure is due to a weak internet signal in the current location or other technical problem. For more information or assistance please don’t hesitate to contact us.

Public transport

I'm trying to buy a ticket for public transport, but the SMS ticket doesn't come.

You can get an SMS ticket only with a SIM card of Czech operators and you must also have the Premium SMS service activated. In case of any problems with the SMS ticket, please contact the Prague Public Transit Company using the online form at https://www.smsjizdenka.cz/MATicketsDPP/sms/tisk.

Where can I use the public transport ticket bought through the Citymove app?

The SMS ticket is valid as a transfer ticket in Prague, only in the P- tariff zone. (metro, trams, public bus lines nr. 100–299 a 501–599 and funicular to Petřín. It does not apply in the 0, B and in the external tariff zones. Does not apply to ČD trains. More information about tariff zones can be found here: https://pid.cz/tarifni-pojmy/tarifni-pasma-pid/.

Taxi

What if I forget something in the taxi?

There are several options how to contact our taxi provider and get the lost thing back.
- You can connect with the driver via the app up to 24 hours after your last ride with Liftago.
- Contact our partner Liftago via email service@liftago.com (with the email/phone number, which was used to order that ride). Liftago's customer support will look up the driver and coordinate pickup of lost item.

What is Liftago's customer support operating time?

Customer service of our partner Liftago is available 7 days a week (from 10:00 to 22:00 on a working day and from 10:00 to 19:00 on a weekend and bank holiday).

Do I pay if I cancel a ride?

If you have to cancel your order, no cancellation fees will be charged.

Parking

I want to change / delete vehicle License plates data.

You can manage the license plates in the Profile > License plates section.

What should I do if I see a wrong prepaid time after payment?

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.

I did not get a receipt.

Proof of payment/receipt is sent immediately after payment confirmation to the email you have entered in the application. Check that the email you entered is correct and does not include any typos. Also check the Junk E-mail folder. The email may have been marked as spam. If necessary, contact the info line of our parking service partner info@mpla.cz.

I can't extend the parking time.

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.

What happens if the parking zones on the street do not match the displayed zone in the app?

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.

Bike rental

I have a question about shared bikes (rent, use, return).

The most common answers to your questions about shared bikes can be found in the FAQ section of our Freebike partner https://prague.freebike.com/faq.html. If you don't find it here please contact freebike Helpdesk: +420 778 113 084
MO - FR  9 a.m. - 5 p.m. (except of public holidays).

What to watch out for when I return the bike by pressing the brake three times?

If you return the bike by pressing the brake three times while being in the red zone where the return is not allowed, bike will not be returned and the rental will continue.If you return a bike by pressing the brake three times at a virtual station which is full already, the rental will be terminated, but a parking fee of CZK 25 will be charged, the same way as if you returned it outside the virtual station.