I can't unlock my bike

If you have rented one bike:

• In order to unlock bikes you will need to give the app permission to use Bluetooth, this is asked when starting the app for the first time.  You can also enable this on Android under app permissions. On iOS to be sure please reinstall the app and give the needed permissions.
   
• If you haven't used the app in a while, your phone might have removed the needed permissions, please repeat the above steps.
   
•  To unlock the bike you need to tap "Unlock" in the app.
   
• Check if the name on the bike in front of you is the name of the bike you rented in the app (trust us, it happens!).
   
• If you try to pull up the lock handle at the same time as you're tapping Unlock, the lock might get stuck.
   
• If the orange handle did not slide up automatically after tapping "Unlock",  try to slide up the orange handle manually.
   
• If you get an error message after tapping "Unlock" (e.g. "connection error", "timeout"), it could be that you're not next to the right bike or your phone and the lock don't want to talk to each other.
   
• Try turning off your phone's Bluetooth for a few seconds then turn it back on and tap "Unlock" again.
   
• If this doesn't work, turn off your phone, restart it and try again.

If you have rented several bikes:

• Sometimes the lock gets confused which phone it has to interact with. Therefore, make sure you always use the same phone on a bike. If the lock failed to connect, please kill the app, turn off Bluetooth and restart the app, only tap "Unlock" using the same phone for the same bike(s).  
   
• If you still can't connect, turn off all the phones in the group, only turn on one again and tap "Unlock" again.
   

If you still can't unlock your bike:

• Please contact us !
   
• You can also always end the rental of your bike yourself , but be sure to also send us a message about the reason why + the location of your bike so we can take care of the rest. Click here to submit a form.