Before you tap the unlock button, push down the lock handle once. Done? Now, tap UNLOCK in your app again.
If you try to pull up the lock handle at the same time as you're tapping UNLOCK, the lock might get stuck.
After tapping UNLOCK, wait for the lock to beep, then pull up the lock handle.
Some of our lock snaps open once you tap UNLOCK.
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.
So first make sure you are trying to unlock the bike you actually rented - bike name in the app must match the one on the bike's orange handlebar panel. Then stay next to the bike and try to unlock again. If the error persists, kill the app, turn off Bluetooth and GPS and then turn them on again. Give it a few more trials.
If you are travelling in a group, make sure you connect to 1 bike per person. If the lock failed to connect, please kill the app, turn off Bluetooth and restart the app, only try to UNLOCK 1 bike per person. This avoid the confusion of more than 1 person connecting to the same bike.
If that did not help, contact us too.