What to do if your bike won't lock

What to do if your bike won't lock

If the lock is resisting or the app isn't responding, follow this escalation guide to secure your bike and end your rental.

🛠️ Mechanical Troubleshooting

1. Manual Force: Tap "Lock" in the app. When prompted, manually push the orange handle down.

2. The "Hidden" Reset Button: Some locks have a small button on the opposite side of the orange lever.

   • Press this button once.

   • Try pushing the orange handle down again.

3. Check for Obstructions: Ensure no wheel spokes are blocking the locking bolt from sliding across.

📲 App & Bluetooth Troubleshooting

If the app seems "stuck" or won't trigger the lock:

1. The "Hard Reset" Method: * Turn Bluetooth OFF and close the app completely.

   • Try to push the orange handle down manually while the app is closed.

2. Re-sync: If it still won't stay down, turn Bluetooth ON, reopen the app, and tap "Lock" again.

🆘 Still no luck?

If the bike remains unlocked..

• Call Support: Use the regional numbers found in the app.

• After Hours: Email us at support@donkeyrepublic.com

• Required Info: You must provide the Bike Name (ID) and the exact address where you are leaving the bike.