Troubleshoot CAROL Bike Login and Password Issues

Summary

• Methods to reset or recover your CAROL account password using the bike console, web portal, or mobile app.
• How to refresh login credentials on the bike when a profile cache issue prevents sign‑in.
• What to do once you regain access if you need to renew membership from the bike console.

Password reset and account recovery options

1. Reset password on the bike console

• On the bike’s login screen choose the "Reset password" option.
• If the password reset option is not visible on the main login screen, tap the plus (+) icon in the bottom right corner to reveal additional options.

1. Reset password via the web portal

• Visit https://i.carolbike.com and click the "Forgot Password?" link located just above the login button.
• Follow the on‑screen prompts to begin account recovery.

1. Reset password via the mobile app

• Download the CAROL Bike mobile app from the App Store or Google Play:
  • App Store listing: https://apps.apple.com/us/app/car-o-l/id1441582519?ls=1
  • Google Play listing: https://play.google.com/store/apps/details?id=com.dinamexoft.carol.app
• Open the app and select the forgotten password / account recovery option on the sign‑in screen.

Refreshing login credentials on the bike (profile cache issues)

• If you see messages that indicate a profile cache or login issue on the bike:
  1. On the bike’s sign‑in screen tap the "+" sign (Add new user) in the bottom right corner.
  2. Enter your username or email and your password to log in as a new user.
  3. This action will refresh your login credentials and should clear the profile cache, allowing you to sign in and start rides.

Troubleshooting tips

• If the password reset option is not immediately visible on the bike, use the plus (+) icon at the bottom right to reveal it.
• Use the web portal "Forgot Password?" link if you prefer to reset from a browser.
• Use the mobile app recovery flow if you have the phone app installed or prefer mobile recovery.
• When resetting credentials away from the bike, log in as a new rider profile instead of using the existing cached profile.

Renewing membership from the bike console (after regaining access)

• Membership renewals must be done from the bike console (not the website).
• After logging in on the bike:
  1. Tap the icon with your initials at the top right.
  2. Select "User preferences".
  3. At the bottom of the User preferences window select "Renew" to open Membership activation options
  4. Choose your preferred option and enter your credit card information to complete renewal.
• Ensure you have a stable Wi‑Fi connection so payment can be processed by the payment center.
• To cancel membership from the bike console, follow the same path and select "Cancel" or remobe your billing details.