Multiple charges?
Just a heads-up, each time you try to unlock a bike, a pre-authorisation deposit will be held on your credit card. If the unlock doesn’t go through, don’t worry, the deposit will be released.
It might take a couple of days for your bank to put the money back in your account. Rest assured that you will not be charged for a bike if you couldn’t unlock it.
Please contact us if you want a copy of the deposit released.
Combination lock not working?
If the combination lock isn’t working and you can’t release the bike, don’t force it—sometimes the dials can get stuck or slightly misaligned. Double-check that the numbers are lined up exactly. If it still won’t open, please reach out to the park’s reception team so they can help you out as soon as possible.
If it's possible to arrange a taxi to bring your bike back to the park, we'll happily reimburse both the taxi fare and bike rental fee and add an extra credit to your wallet. Please contact us for your refund!
Back wheel lock is not working?
This is a pretty common issue and usually happens because the GSM signal in your area isn’t great. To fix it, just follow the steps to install an app on your phone that will help unlock the bike. Make sure your Bluetooth is on and you’re close to the bike before you start.
If your mobile phone is an iPhone, please follow these steps:
If your mobile phone is an Android, please follow these steps: