Rider Support
Reporting an Issue During Your Rental
If something feels off with your gear or plans mid-trip, Ullor support can help. Follow these steps to document the problem, keep everyone safe, and get the issue resolved quickly.
1. Make sure everyone is safe
If there's an injury or emergency, contact local authorities right away. Once you're safe, pause the activity and inspect the gear so you can share accurate details with the host and Ullor support.
2. Capture photos and notes
Use your phone to snap photos of any damage, error lights, or environmental conditions (snow pack, trail obstacles, etc.). A few quick notes on what happened and when will help our team understand the situation faster.
3. Message the host in Ullor chat
Send an update via the reservation chat thread. Hosts can often troubleshoot remotely or suggest the best place to meet if you need a swap or early return. Keeping the conversation in Ullor keeps the trip covered by our policies.
4. Report the issue to Ullor support
Visit your reservation page and tap Report an issue. Tell us what happened, upload photos, and include any steps you've already taken with the host. Our support team reviews submissions within a few hours and will loop in both parties to coordinate the next steps.
5. Return the gear or follow support guidance
Depending on the situation, we may instruct you to return the equipment early, switch to a backup item, or continue using it with adjustments. Keep receipts if you purchase emergency replacements—we'll request proof during the resolution.
Need instant help?
Call the number in your reservation confirmation for 24/7 support, then submit the in-app issue report so we can document everything in one place.