Frequently Asked Questions

1.In which cities is the MoveUs App available?
In Madrid (Spain), Tampere (Finland) and Genoa (Italy)

2.Why is it not available in other cities?
This App is one of the results of the MoveUs research project funded by the European Commission. At this stage the project is still running, and the App is being validated in the three Pilot Cities that are partners in the project consortium. Visit our project website for more information.

3.Who owns MoveUs?
The MoveUs App belongs to the MoveUs Project Consortium. Visit our website to know more about it.

4.How can I find the App in the marketplaces or stores?
The app is currently available for Android and iOS. You can find it by searching for the keyword: moveusapp in Google Play and iTunes.

5.On which phones and platforms does it work?
The app works in Android versions 4.4, 5.x, 6.x and iOS version 9.x

6.How does the app work in the background?
If you activate the “Unplanned trip” function your location is acquired and sent to the MoveUs platform to evaluate your trip and check if you can gain any incentive. If you don’t activate the tracking function, your session will expire automatically after 30 minutes

7.Can I turn off the app?
Yes. If you turn the app off you will lose the tracking data already acquired but not the incentives or information that has been already gained.

8.Is the registration mandatory?
No, the app can be used anonymously but some functionalities like the management of the incentives, require the user to be identified and therefore the registration is needed.

9.How do I register in the App?
After installing the App in your mobile device, you can use the registration button to start the registration process. Initially you will have to enter your email address for registration. Instructions on how to proceed further will be then sent by email.

10.Who will see my data?
To know more about the use and protection of the personal data , review our Privacy Policy.

11.How can I manage my account?
Once that you are registered, you will be able to manage your MoveUs accounts through this link

12.Is there an API (Application Programing Interface)?
An API will be available for developers very soon. Check our webpage regularly for updates on this.

13.How can I send feedback?
We recommend using the Bug reporting or Feedback reporting inside the app.

14.Why do I get an error message “Unable to register at this time. Please contact your Administrator" when trying to register?
The registration link you receive via email is valid for 30 minutes. You may get the error message because you didn’t click on this link before. Please start the registration again if this happens.

15.I can’t get connected. Why?
A reason can be that some Wi-Fi may have some ports and web addresses blocked (due to firewall or proxy), so the communication fails. Please check with the network administrator if there are restrictions of this type and/or try with another internet connection.

16.My device seems to run very slow when the App is running. Why?
Personal device memory could be full or there are multiple processes running. This slows down the app blocking it and turning it off. Please, check if you have enough space in your device.

17.I’m trying to send data (Stop & Get Incentives button) but nothing happens.
Make sure that you are connected to the internet (Wi-Fi, 3G/4G). Try once again after 30 seconds and a second time after 1 minute (that will help us to improve the app)

18. Can I get real products/services in exchange of generated incentive points?

• Yes, in Tampere.
• No, in Genoa and Madrid, as this is only done for simulation purposes, meant as proof of concept.

19.I’m trying to get itineraries for a journey inside of one city, but the app suggests me a similar address in a different city
It is needed to indicate the exact name of the city where you are. You can check/modify the city on the settings section of the App.

20.The application shuts down during an unplanned trip
This is a known problem and we are working on solving it.
If you are not using the application during 30 minutes, the session expires. If the GPS-tracking is enabled, data should be sent to the server in the background, even if you’re not using the application. Sometimes this function is not performing as expected and the session could be interrupted. This could also be due to problems with Internet-connection. We are working in this issue, and it is expected to be solved in the last versions of the app

21.I am unable to stop and submit an unplanned and planned trip?
See previous question. The problem here is also the session expiration. Sometimes this could also be due to problems in the internet connection (the phone has temporarily lost the internet connection)

22.The application shows only some of the mobility mode options?
This happened in previous versions of the App. The problem has been fixed now. If you keep having this problem, please, check that you have the latest version of the app installed in your device.

23.I didn’t get as many points as I should have
Sometimes the mode of transport is not identified correctly. For example, if you are cycling fast next to a bus route, the app might interpret that you are going by bus. On the other hand, slow cycling can be interpreted as walking. Please, keep in mind that this is a research project and we keep improving our App regularly. Your inputs on this are highly appreciated.

24.I got a different amount of points for the same trip with the same transport mode, how is it possible? Incentives vary a lot although the trips are similar.
Sometimes the mode of transport is not identified correctly. For example, if you are cycling fast next to a bus route, the app might interpret that you are going by bus. On the other hand, slow cycling can be interpreted as walking. Please, keep in mind that this is a research project and we keep improving our App regularly. Your inputs on this are highly appreciated.

25.The app does not update itself automatically.
It depends on the device settings. For example, the automatic updates may be enabled only if your device is connected through a Wi-Fi connection. Check your device settings.

26.I get pop ups and beep notifications. Why?
Pop ups and dialog boxes showing messages like: "detected active activity" and "acy: xx" as well as beep sounds appear if the Debug Tracking option is set to “on” in the settings menu. Set it to “off” to deactivate these notifications.

27.I can not see the map. Why?
Map is missing if the vectorial map option is set "on" in the settings menu. Set if "off" to deactivate it and see the map properly.