Bird customer service — a professional, practical guide

Executive overview

Bird (Bird Rides, Inc.) launched in 2017 and quickly scaled shared electric scooters and bikes across hundreds of cities worldwide. For day-to-day rider issues — billing, safety incidents, vehicle faults, lost items — Bird’s primary customer service is in-app and via the official support portal: https://support.bird.co. Secondary, publicly visible channels include the corporate site (https://www.bird.co), the operational status page (https://status.bird.co) and social media (X/Twitter: @BirdRide).

Response expectations: automated in-app confirmations are immediate; human responses commonly arrive within 24–72 hours depending on city and issue complexity. Critical safety incidents and clearly hazardous vehicles are often escalated to local operations teams and removed from service the same day in major metro areas; non-urgent billing disputes and refund requests typically require 3–10 business days to resolve and post to your payment method.

How to contact Bird customer service

Always start inside the Bird app. Path: Menu → Help / Report an Issue → choose the relevant topic (e.g., “Ride charge,” “Vehicle issue,” “Lost item,” “Accident & injury”). Selecting a specific trip attaches the trip ID and GPS trace automatically — this is the single most important action a rider can take to speed resolution. If you cannot access the app, use the support portal at https://support.bird.co to file a ticket from a desktop.

If you need public escalation or immediate attention beyond the app: send a direct message to @BirdRide on X/Twitter (briefly summarize the issue and reference your in-app ticket number), check https://status.bird.co for known outages, or use the contact links on https://www.bird.co for media, municipal, or partnership inquiries. Bird does not publish a universal consumer phone line for routine rider support; in-person operations teams are local and reachable through app-based reports.

What to include in your support request

Provide concise, verifiable data: the trip ID, vehicle ID (printed on the scooter — e.g., BIRD-AB123), exact date and time in local time (ISO format recommended, e.g., 2024-07-01 14:23 PDT), the city and GPS coordinates if possible, the dollar amount charged, and the last 4 digits of the payment card. Attach screenshots or short video clips (10–30 seconds) showing the vehicle condition, the lock/unlock screen, or the error message. For accidents, include photos of injuries, the scooter, and any police or hospital report numbers.

• Minimum packet to expedite: trip ID + vehicle ID + timestamp + screenshot(s) + charge amount + last 4 card digits.
• For accidents or property damage: add witness names/contacts, police report number, emergency room name and date/time, and a short chronology of what happened.
• For lost items: state where you left the scooter, attach photos of the item, and reference the trip ID so operations can cross‑check retrieval logs.

Refunds, billing disputes and typical timelines

Billing in most U.S. cities (as of 2023–2024) is calculated as: $1.00 base unlock + $0.35–$0.45 per minute, though municipal pricing and promotions vary. Example calculation: a 20‑minute ride at $0.39/min + $1 unlock = $8.80. If you are charged incorrectly (double charge, non-rider charge, or a ride you did not take), submit an in-app billing dispute with the exact charge amount and screenshots of your card statement; Bird commonly issues provisional refunds or credits within 3–10 business days while final settlement to the card can take your bank another 3–7 business days.

Important operational advice: do not file a bank chargeback until you have (1) submitted an in-app ticket and (2) allowed 7–10 business days for resolution. Chargebacks escalate disputes, often extend resolution times, and can trigger account holds. If you are a resident in the European Union or under a consumer protection law with tighter timelines, reference your local statute when you file and include it in your ticket text.

Damaged or unsafe scooters, and safety incident protocols

If you encounter a defective or unsafe scooter (brakes, steering, battery fault, visible damage), immediately stop using it and report the vehicle in the app using the “Vehicle issue” flow. Include photos of the defect and the vehicle ID. In major cities, operations teams aim to flag and remove dangerous vehicles from circulation within hours; in smaller markets this can take up to 24–48 hours. If a scooter has created an imminent public hazard (e.g., exposed wiring, smoking battery), call local emergency services and note the incident number in your report.

For injuries, prioritize medical care: call 911 if life‑threatening. After attending to health and safety, file an in-app incident report and supply medical documentation and a formal description. Bird’s terms of service and local operator agreements determine liability and insurance procedures; expect requests for police reports and medical invoices if you pursue a financial claim. Keep all receipts and a chronological log — those documents materially speed insurance or legal processes.

Business, municipal and lost‑property processes

Municipal authorities and business customers should use the partnership and government pages on https://www.bird.co to request enterprise agreements, fleet data, or deployment statistics. Bird commonly negotiates operator agreements that include parking rules, rate components, and service levels; those contracts will specify SLAs for vehicle removal and customer support response times. If you represent a city agency, reference the contract year and the specific ordinance when contacting the operations team.

For lost property found on a Bird vehicle, the standard path is: (1) file a lost item report in-app referencing the trip/trip ID; (2) operations checks their retrieval logs and depot holdings; (3) Bird provides guidance on retrieval or disposal per local law. Where an item cannot be recovered, document the exchange in writing and request confirmation of the closed ticket for your records.

Escalation, regulators and legal steps

If you have exhausted in-app and social channels with no resolution within a reasonable timeframe (typically 14 days for complex claims), escalate by filing a complaint with your local consumer protection agency or the Better Business Bureau at bbb.org. For U.S. riders in California, the Attorney General’s Consumer Protection division or local small claims court are options; retain all emails, ticket numbers, timestamps, photos, and financial statements — courts and regulators rely on detail and chronology.

When drafting an escalation: include ticket numbers, a bullet list of attempts to resolve (dates and response summaries), and a clear ask (refund $X.XX, replacement, or medical expense reimbursement $Y.YY). Keep the language factual, attach your packet (photos, receipts, police reports), and set a reasonable deadline (e.g., “Please resolve by YYYY‑MM‑DD or I will escalate to [agency]”). This professional, document‑centered approach increases the odds of a favorable and timely outcome.

How do I contact Scentbird customer service?

If you need to get in touch with us, you may submit any questions or comments through our Help Center or email us at [email protected]. We want to hear from you, but please play by the rules when posting content. Your content and opinions belong to you, but we have the right to share them.

Why did Bird charge me $20?

In some locations, you’ll be asked to choose a Balance Auto Update Plan before you start your ride. This plan allows you to add a preset amount of ride credits to your account, such as $5, $10, or $20. These credits are automatically applied to your future rides.

Who do I contact about an injured bird near me?

Local vets
All vets should provide emergency first aid treatment to wildlife free of charge. Some vets may limit access to their buildings due to avian flu but should still be able to see birds outside.

Why did Bird go out of business?

Bird’s bankruptcy proceedings come after the New York Stock Exchange delisted the company in September. Bird failed to comply with the exchange’s requirements after it was unable to keep its market capitalization above $15 million for 30 consecutive days.

How to dispute a bird charge?

If you dispute any charge on your account for Service fees, you must contact Bird within 10 business days from the end of the month within which the disputed charge occurred, and provide to Bird all trip information that is necessary to identify the disputed charge, such as the date of the trip and the approximate …

How do I contact Bird Support?

Our Bird support team is here for you, day or night! You can reach us anytime by filling out our help center form below or by emailing us at [email protected]. We’re always ready to assist with any questions or issues. If you’ve been involved in a safety-related incident, your well-being is our top priority.