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I can't unlock my bike

What to do if your bike won't unlock

If your bike isn't responding to the app, follow these troubleshooting steps to establish a connection, bypass a mechanical jam, or address account restrictions and rental policy issues.
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⚙️ 1. Technical Prerequisites

  • Check Bluetooth Permissions: Ensure the app has permission to use Bluetooth.

  • Android: Check under Settings > Apps > [App Name] > Permissions.

  • iOS: If you’re unsure, a quick reinstall of the app will trigger the permission prompt again.

  • Verify the Bike ID: Double-check that the name/ID on the bike’s front panel matches the rental shown in your app.

  • One Phone Only: If you are in a group, only one phone can be the "key" for the rental. Ensure other users have their Bluetooth off to prevent connection interference.

🔓 2. The Unlocking Process

  1. Tap "Unlock": Press the button in the app.

  2. Hands-Off Initial Start:Do not touch the orange handle while tapping unlock. Pulling the handle too early can jam the electronic bolt.

  3. Manual Assist: If the lock clicks but the handle doesn't move, manually pull up the orange knob.

🛠️ 3. Connection Troubleshooting

If you receive a "Timeout" or "Connection Error":

  • Toggle Bluetooth: Turn your phone's Bluetooth off for 5 seconds, then back on.

  • The "Hard Reset": Close the app completely, restart your phone, and try tapping "Unlock" again.

  • Group Rental Fix: If multiple bikes won't unlock, turn off Bluetooth on all phones in the group, then turn on only the primary phone to reconnect. 📋 5. Rental Policies & Restrictions

  • Automatic Rental Endings: A bike rental can be automatically ended if the bike is parked and unused for an extended period after notifications are sent. Once a rental is ended, the "Unlock" option disappears, and you won’t be able to unlock that bike under the same rental. To prevent this, periodically interact with the bike—unlock and lock it every few hours or when you receive a notification.

  • Ending Rentals Outside Designated Areas: If you end a rental outside designated areas, you won’t be able to rent that bike again in some cities like Amsterdam. Local staff must retrieve bikes left outside allowed zones. Always end your rental only at the locations indicated in the app to avoid this and any potential fees or restrictions.



    💳 4. Account-Related Restrictions

  • Minimum Wallet Balance: Even with a day pass, you must maintain a minimum balance in your in-app wallet to unlock a bike. Top up your wallet to meet the minimum requirement, then start your ride. You can withdraw the remaining wallet balance afterward if you wish.

  • Outstanding Balance: If your account has an outstanding balance, rentals are paused even if you purchased a pass or have wallet credit. Clear the hold by updating your payment method and paying the outstanding amount, then try unlocking the bike again.

🆘 Still Stuck? 💡 Preventative Tips

  • Regularly check your wallet balance and clear any outstanding payments to avoid account restrictions.

  • Follow the app’s instructions for ending rentals to ensure compliance with designated area policies.

  • Periodically interact with your bike during long rentals to prevent automatic endings.

  • If you are in a rush, a common "hidden" fix is to roll the bike forward slightly; sometimes the locking bolt is resting against a wheel spoke, creating too much friction for the motor to move.

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