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 or bypass a mechanical jam.

⚙️ 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.

🆘 Still Stuck?

If these steps fail, please contact our support team immediately.

Expert Guide: 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.