Frequently Asked Questions

 

How does it work?

  1. Register for an UmbraCity kiosk online or at any umbrella rental kiosk, using your cellphone number and a credit card (or Debit Visa / Debit Mastercard). You will immediately receive a 4-digit PIN code.
  2. Find a kiosk nearest to youUmbraCity app.
  3. Log in using your cellphone number and the PIN that was sent to you.
  4. Once you’re done, return the rented umbrella at any UmbraCity kiosk.

How much does it cost?
It depends on your plan or promotions. Please see our Plan Page for detailed plans and promotions.

I was charged for $0.10 on my credit card online statement. What is this?
This is not a charge. In order to validate your credit card when you first register or update your payment method, $0.10 authorization will be applied and immediately canceled in order to check the validity of your credit card and initialize the electronic payment process. Depending on your bank, it may take 7-10 days for your bank to remove this amount from your online banking “Authorized Transaction” section.

What if I want to return an umbrella but the kiosk is full?
UmbraCity has on-location staff to balance the umbrellas load in kiosks, so as to avoid a situation in which there are no umbrellas to rent, nor is there a vacant slot to return one. Also, there are multiple convenient locations where you can return an umbrella so you can find another umbrella rental kiosk near you. However, if you do not have access to another kiosk, you can contact our customer service and we will happily extend your usage for 24 hours free of charge.

What if the building in which the kiosk is located is locked?

Find a kiosk nearest to you. We have placed at least one umbrella rental kiosk that is accessible during extended hours in each neighbourhood. However, if no kiosk is accessible when you like to return an umbrella, you can call our customer service and we will be more than happy to extend your usage for 24 hours free of charge.

What if my umbrella breaks?
Our umbrellas are wind-proof and very durable. However, accidents happen! You can simply return the umbrella back to any umbrella rental kiosk and report it as broken by contacting our support and we will remove it from the system free of charge. We recycle our broken umbrellas.

What if I lose my umbrella?

We encourage people in the community to return found UmbraCity umbrellas to our umbrella rental kiosks. If you lose an umbrella, you will be charged a daily late fee until the umbrella is found, or it reaches a maximum chargeable amount indicated on your plan upon registration.

What if I forget my PIN code?
You can simply reset your PIN at any UmbraCity umbrella rental kiosk. Your new PIN code will be sent to your phone as an SMS. You can also change your PIN code at any time on this page.

How do I update my information?
You can update your email address, PIN code, or credit card information by contacting our customer service and our representatives will be happy to process the updates.

How do I change my plan?
You can contact support and our representatives will be happy to process the updates.

How do I cancel my membership?
You can cancel your membership by contacting our customer support. Please make sure you don’t have any UmbraCity umbrellas in your possession, and you have no outstanding balance on your account prior to cancellation.

How do you sanitize your umbrellas?

UmbraCity staff frequently sanitize umbrellas and kiosks. Please visit the UmbraCity Health and Safety Guidelines for more details.