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Guides for unlocking, riding and parking a city bike, written by the people who answer the phone.

Often asked What a ride costs Full dock Flat tyre Charged twice

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First ride in three steps

1

Wake the dock

Press the round key next to a bike with a green light and type the five figures of your code.

2

Pull, then check

Pull the bike back by the saddle. Squeeze both brakes and spin the pedals once before you set off.

3

Push in until green

At any dock, push the front wheel in hard. The ride ends when the light turns green, not before.

Still stuck? A person answers.

Write to us from the dock or from the sofa. Most questions are closed the same day.

Ask us NBNoor Bakkeron the help desk today
58
guides, all checked this year
2 h 10 min
to a first answer, on average
94%
closed on the day they came in
  1. Help
  2. Guides
  3. Unlocking and docks

Unlocking and docks

Fourteen guides on codes, cards, locks and the lights on a dock.

Ask about a dock

Which dock is it?

Every dock has a number on its post, such as D-117. Tell us that and we see what the dock saw.

Ask about a dock
Guide Kind Checked Minutes Helped
Unlock with a code How to 2 March 2 96%
Unlock with a transport card How to 2 March 3 91%
The lock will not open Fix 18 February 4 84%
What the lights on a dock mean How to 30 January 2 98%
The dock kept my bike but the ride runs on Fix 30 January 5 79%
Two bikes on one code How to 22 January 3 88%
A dock without power Fix 14 January 2 90%
How long a code stays good Rules 11 January 1 93%
  1. Help
  2. Passes and prices
  3. What a ride costs

What a ride costs

You pay for the minutes between pulling a bike out and the green light at the next dock, and nothing else.

The first unlock of a day is free. A ride is kept under a reference such as R-48213, which you find in the app and on the receipt, and which we will ask for if a charge looks wrong.

How the minutes are counted

The clock starts when the lock opens and stops when a dock shows green. A dock that blinks red has not taken the bike, so the ride runs on.

Three things that stop the clock

  • A green light on the dock.
  • A full dock, reported from the app: you get 15 free minutes.
  • A broken bike, reported within 2 minutes of unlocking.

Prices at a glance

The same prices apply at every dock. For the small print see fees and how to avoid them, or ask us about a charge.

Day and year passes Paying for a friend Refunds Full docks All guides

Way to pay Unlock A minute Free minutes
By the minute 1.00 0.15 0
Day pass 0.00 0.10 30
Year pass 0.00 0.05 45
Late feeAfter 12 hours without a dock 25.00 0.00 0

Check a charge yourself

  1. Open the rideIn the app, tap Rides and pick the day. Each ride shows its two docks and its minutes.
  2. Take off the free minutesA day pass gives 30 and a year pass 45, on every ride.
  3. Multiply what is leftMinutes left times the price of a minute, plus the unlock if you have no pass.
Next: day and year passes Back to the topic

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Ask the help desk

Tell us the dock or the ride and what went wrong. A person reads every message.

Look in the guides first

Your question answered in about 2 hours

A reference has five figures, like R-48213.
A photo of the dock number helps. You can add it after sending.

No open questions

Questions you send wait here until we have answered them.

Browse the guides
The desk is open until 22:00. Later messages are read first thing tomorrow.

Before you write

My ride did not end

Push the bike in again until the light is green. If it stays red, report a full dock from the app and the clock stops.

I was charged twice

One of the two is a hold that your bank lets go within three days.

The code does not work

A code is good for ten minutes. Ask for a new one in the app.