Help for your ride.
Answers to the most common questions about the “E-Bike Sharing” app. If you get stuck, our service team will help.
We couldn't find an answer to that. Give us a call: +49 163 4812372
Renting
How do I rent an e-bike?
Search online for your town and “e-bike rental”. Your station's page shows the bikes and lets you book straight away. Depending on the station, there are two ways: with an advance reservation, you choose the date, start time and duration in the app, pick a bike and pay. You then get a confirmation by email. With an instant booking, you scan the QR code on the bike, add a payment method and unlock the bike. The station page tells you which way applies.
Can I reserve by phone?
No. You always make bookings yourself in the app; we don't take reservations by phone.
When can I ride?
As a rule, stations can be booked around the clock in the app.
Where do I find the station and the bikes?
You'll find the exact pick-up point on your station's page and in the app. Some bikes are kept in a garage or locker that opens when you start your booking.
Can I cancel, extend or change my booking?
This isn't possible in the app at the moment. Call our hotline: +49 163 4812372 and we'll sort out with you what can be done.
When can I reach you?
Our hotline +49 163 4812372 is available around the clock.
Unlocking
The bike, the lock or the locker won't open. What should I do?
At stations with a key box or garage, the door and the box open as soon as you start the booking in the app. Check that the booking has been started and not just paid for. You can do this no earlier than 15 minutes before your booked time. At stations where the lock is on the bike, you unlock via Bluetooth: allow Bluetooth for the app and hold your phone close to the bike. If that doesn't help, close the app completely, switch Bluetooth off and on again, and reopen the app. Some bikes need your location when you start.
I booked two vehicles with one phone.
In that case the vehicles can't both be opened. Each vehicle needs its own phone with its own booking.
The app says “lock offline” or the bike stays locked.
Give us a call: +49 163 4812372. If another bike is free, book that one. We'll refund your first booking once you've reported the problem.
Returning
How do I return the bike?
Park the bike at the station and tap “End booking” in the app. The app tells you if anything is still missing: plug the charger into the bike, put the key back in the box, close the station door, or allow the app to use your location. At stations with a door: lock the bike in first, then end the booking.
I can't end my booking.
Check the message in the app, do the step it mentions, then try ending the booking again. If the return still doesn't work or the app says “station offline”, give us a call: +49 163 4812372. We'll end the booking for you and won't charge for the time after that.
Can I return the bike to a different station?
That depends on the location. The app shows you where you can return the bike for each location.
Can I take a break during my ride?
Yes. But don't lock the bike with the lock on the bike during your break. At stations where the lock is on the bike, locking it ends your ride, and you would then need a new booking for another ride.
Payment
How much does a ride cost?
You'll see the prices in the app on your station's page: before you pay for an advance reservation, or at the bike for an instant booking.
I paid twice or didn't get a confirmation.
Give us a call: +49 163 4812372. We'll check the booking and refund any overpayment to your payment method. Depending on your bank, the refund takes three to five working days. If a bike has already been taken in the meantime, the app won't make the booking at all and refunds the payment automatically.
Account
The confirmation email hasn't arrived.
Check your spam and promotions folders and the spelling of your address. Your account only becomes active once you click the link. Sign in and the app will send a new email, and the button “Resend confirmation email” will appear. Pressing it once is enough. If the link has expired, do the same.
I've forgotten my password or it isn't accepted.
Choose “Forgot password” on the sign-in page and you'll get a link by email. A new password needs at least 8 characters, with upper and lower case letters, a number and a special character.
My phone number isn't accepted.
Enter it with the country code: +49 followed by your number without the leading zero.
The app says there is already an account for my address.
In that case, sign in instead of registering again.
The station is only available with a particular email address.
This is a company station. Register with the email address of your employer or event organiser.
Problems on the way
I have a flat tyre.
Please don't keep riding if it isn't safe. Check in the app whether another bike is free at your station and book that one. Report the flat tyre to us on +49 163 4812372 and we'll refund your first booking. If no other bike is free, we'll cancel your booking.
The motor isn't assisting or the display stays off.
Usually a connector on the display or handlebar has come loose. Gently push it back in. If that doesn't help, book another free bike and contact us on +49 163 4812372, and we'll refund your first booking.
The battery is flat.
Book another free bike and contact us on +49 163 4812372, and we'll refund your first booking. Always plug the bike into the charger after your ride; at most stations you can't end the booking otherwise.
The chain, brakes, gears or saddle are faulty.
If there's a problem with the brakes, please stop riding and call us: +49 163 4812372. For other faults, book another free bike if possible and report the fault so we can take the bike out of service. We'll refund your first booking.
The bike I booked isn't at the station.
Check in the app whether another bike is free and book that one. Contact us on +49 163 4812372 and we'll refund your first booking. If no other bike is free, we'll cancel your booking.
I've had an accident or the bike has been stolen.
Your safety comes first: in an emergency, dial 112. Then give us a call: +49 163 4812372.
I'm riding in Pfaffenhofen an der Ilm.
There, Stadtwerke Pfaffenhofen is your point of contact for questions about your ride.
How to reach us.
Hotline, around the clock
In an emergency
In an accident, call 112 first, then our hotline.