FAQs

  1. Search for “KYMCO Ionex” on the App Store or Google Play and download the app.
  2. Open the KYMCO Ionex App.
  3. Create an account: Enter your email address and complete the verification process.
  4. Fill in your personal information: name, ID number, and mobile phone number.
  5. Search for a station, then upload verification documents: (1) Take a clear photo of your ID card (front side). (2) Take clear photos of your driver’s license (front and back). (Make sure there is no glare.)
  6. Take a selfie for identity verification.
  7. Wait for approval. Your registration will be completed once your documents are verified! (Approval usually takes 1–3 business days.)
Please visit the Taiwan Ministry of Transportation and Communications (MOTC) Highway Bureau website to verify.
*Rentals are currently limited to Taiwanese nationals during the trial launch phase.

The scooter may already be rented or undergoing maintenance.

  1. Open the KYMCO Ionex App and allow the app to access your phone’s Bluetooth.
  2. Switch to the Map tab on the bottom navigation bar and select a rental station.
  3. Choose a rental plan.
  4. Tap “Scan to Rent” and scan the scooter’s QR code.
  5. Tap “Start Ride” — your rental time will begin, and the scooter’s dashboard will automatically light up.
  6. To start the scooter, press and hold the left brake and the right-side red “Power” button simultaneously. (Please make sure the side stand is retracted.)
  7. If you need to temporarily leave or power off the scooter, open the App and swipe right on “Slide to Power Off” at the bottom of the screen to shut down the scooter.
Please contact your service station through the App’s menu. A staff member will assist you.

The scooter’s dashboard and the App will both display the estimated remaining range. Please note that this is for reference only.

  1. Running out of phone battery will not affect your ride, but you will be unable to turn off the scooter and complete the return process afterwards.
  2. We recommend bringing a charging cable and using the USB port located on the left side of the front hook to recharge your phone while riding.
  3. If your phone can not turn on, please reach your destination safely and then use another phone or a public phone to call the service station number displayed on the scooter. A staff member will assist you.

Please first check if the Bluetooth connection indicator on the dashboard remains steadily lit. If it is, press the physical seat button to open the seat.

If you still cannot open the seat, after reaching your destination or a safe place, contact your service station or customer service at 0800-090-060. A staff member will assist you.

If your selected plan expires, exceeds the rental time, or exceeds the maximum mileage during your ride, you can continue riding the scooter without interruption.

Any excess time or mileage will be charged according to the published rates and billed when you return the scooter.

  1. Please first ensure your personal safety.
  2. Once you are safe, contact your service station through the App’s menu. A staff member will assist you.
  1. Please first ensure your personal safety.
  2. Once you are safe, report the missing scooter to the police and obtain an official report.
  3. Then, contact your service station through the App’s menu. A staff member will assist you.
  1. Please first ensure your personal safety and move to a safe spot by the roadside.
  2. Once you are safe, contact your service station through the App’s menu. A staff member will assist you.
Please use the App to find the nearest battery swap station locations on the “Map” page.

  1. Please use the App to find battery swap station locations on the “Map” page.
  2. Or, visit the Ionex Swap Station website.
  1. Insert the two batteries into the empty slots on the energy station and push them in completely.
  2. Take out the two newly ejected batteries and place them into the scooter’s battery compartments.
Members can contact their service station through the App’s menu or the customer service hotline at 0800-090-060. A staff member will assist you.

  1. This system uses a “rent and return to the same location” model, with designated parking spaces for members to return the scooters.
  2. The return process cannot be completed if the scooter is not returned to the designated location.
  3. Please return the scooter to the designated parking space at your rental station.
  1. Ride the scooter to the designated return location. Before returning, please open the seat compartment and retrieve any personal belongings.
  2. Return the helmet.
  3. Press the “Return” button to complete the return process and payment deduction.
  1. First, ensure you have ridden the scooter to the designated return location. Before returning, open the seat compartment and retrieve any personal belongings.
  2. Return the helmet.
  3. Ensure the scooter is powered off (press and hold the red “Power” button on the right side) and that the seat compartment is securely closed.
  4. Press the “Return” button to complete the return and payment process.
  5. If you cannot complete the return, we will record your return time and assist you with completing the return and adjusting the payment amount in the App under “Rental Records” the next business day.
  1. The App will send a reminder notification 30 minutes before your rental plan expires.
  2. After the rental period ends, if the scooter has not been returned, the App will send a reminder notification every 5 minutes.
  3. Please return the scooter to the rental station as soon as possible and complete the return process through the App. Failure to complete payment may affect your ability to rent a scooter in the future.
It will not affect your current rental. However, this situation may occur if your credit card has expired, your credit limit is temporarily insufficient, or there is an issue with your bank settings. The system provides a payment change mechanism—please complete the payment as soon as possible after returning the scooter. Otherwise, you will not be able to start your next rental.

Please select “Account”, then select “Payment Settings” > “Invoice Settings” > “Company Electronic Invoice”, and fill in the following information in order:

(1) Email address
(2) Company Tax ID (Uniform Invoice Number)
(3) Company name

You can select your preferred invoice option in the App under Invoice Settings:
– Personal Electronic Invoice
– Company Electronic Invoice
– Mobile Barcode Carrier
– Donation of Invoice

  1. Please call customer service at 0800-090-060 and provide your phone number, email address, and the new invoice number you wish to update.
  2. According to electronic invoice regulations, the Tax ID (Uniform Invoice Number) on an issued e-invoice cannot be directly changed.
    – If you call before the 25th of the month, the original invoice will be voided and a new invoice with the correct Tax ID will be issued.
    – If you call after the 25th, you must complete the credit note process before a new invoice can be issued.
Upon receiving notice of a traffic violation during the rental period, we will apply to the relevant authorities to transfer the violation to the renter. The member will receive an official notice and will be responsible for any legal liabilities, fines, or penalties incurred. The member’s account will be marked with a violation record, and depending on the severity of the case, rental privileges may be suspended.

The system will verify the rental user responsible for the ticket, and we will handle the fine collection directly. You do not need to worry.
If you are about to rent the scooter, please place the ticket inside the underseat storage or the front storage box, and you can proceed with your ride as usual.

The renter is responsible for paying any fines during their rental period and for any actions. The member’s account will be marked with a violation record, and depending on the severity of the case, rental privileges may be suspended.

If you receive a notification email titled “Member Violation Notice – Ticket Number”, it means that the authorities reported the scooter you returned for a traffic violation. If there is no return photo proof or other valid evidence showing proper parking, you must pay the fine according to the service terms.

*Enforcement is based on the Member Service Terms.
*A separate retrieval service fee will apply if the scooter was towed before or after the ticket was issued.
*For any related appeals, please reply directly to the notification email.

  1. First, ensure your personal safety. Please move to a safe area by the roadside as soon as possible.
  2. Once safe, contact your service station through the App’s menu. A staff member will assist you.
  3. If conditions allow, please help move the vehicle to the roadside to avoid blocking traffic.
  1. First, ensure your personal safety. Move to a safe spot by the roadside immediately.
  2. Without disturbing the scene, report the accident to the police immediately.
  3. After filing the report, contact your service station through the App’s menu to notify them of the accident and request assistance to end your rental.
  4. Take photos of the scene for your records.
  5. Cooperate with the police to complete the accident report and obtain a copy (including the officer’s and other parties’ information).
  6. Follow the police instructions to move the scooter to a parking space or a location that does not obstruct traffic.
If the scooter is lost or stolen during your rental, immediately report it to the police and obtain an official report. Then, contact your service station through the App’s menu. A staff member will assist you and help end your rental.

If the loss or theft is due to user negligence, the user will be responsible for compensation.

All ATR scooters have mandatory insurance coverage, including NT$2 million for death or disability per person and NT$200,000 for medical expenses.

If you can’t find the answer you need, contact us.