5.1 I am not a registered user, but would like to hire a bike. What should I do?
On some networks, you can purchase a DayBike valid for 24 hours from all our points of purchase. The list of points of purchase can be found directly on the totem, on our list of sales points or via the PubliBike smartphone application.
5.2 Do I only benefit from 30 minutes of free use the first time I use my card?
The first 30 minutes of use are always free for members every time they rent a bike. You are only charged if you rent a bike for longer than half an hour (from the 31st minute).
5.3 Can I rent multiple bikes at the same time with one PubliBike card / one credit card?
No, only one bike can be rented with each PubliBike card.
5.4 Where do I find a list of the PubliBike stations within a region?
A plan/list at the terminal or on the totem will show you where the other PubliBike stations are located. A list can also be found under network or via the PubliBike smartphone application. The application is available for the iOS (iPhone) operating systems.
5.5 What should I do if there are no more bikes available at a PubliBike station?
Go to the nearest station. A plan/list at the terminal or on the totem will show you where the nearest PubliBike stations are located. Before you go to another station, you can also check bike availability at any time on the site of network or via the PubliBike smartphone application. The GPS function will direct you to the closest station where bikes are available. It is strictly forbidden to leave a non-secured bike next to a station.
5.6 How do I remove a bike from a docking station?
You will find instructions on picking up bikes on our Internet site here.
5.7 The terminal /screen / RFID reader is defective or fails to respond. What should I do?
Please contact customer service on firstname.lastname@example.org.
5.8 I entered an incorrect PIN three times and my card is blocked. What should I do?
After entering an incorrect PIN three times, your card is blocked. Contact customer service on email@example.com.
5.9 I have forgotten my PIN, what should I do?
You can change your PIN by clickign on "Login" under "My cards". Alternatively, you can ask for your PIN to be sent to the terminal (touch screen) via your e-mail address. Identify yourself directly on the terminal using your card and enter a random four to eight digit sequence. Follow the instructions shown. You can also contact customer service on firstname.lastname@example.org to be reminded of your PIN.
5.10 I would like to rent a bike but it is stuck in the slot. What should I do?
Stations with touchscreen
Push the bike firmly into the slot. If the yellow light flashes, please wait. As soon as the green light starts flashing, you can remove the bike.
Stations without touchscreen
First, check whether the docking station in question is working (green light). If the light is red, the docking station is out of order. Try another docking station. Make sure you are following the correct procedure. Do not try and remove the bike immediately after presenting your card. Wait until the beeping sound speeds up (you should also be able to hear the lock opening), then pull firmly to remove the bike from the slot.
If the problem persists, try another docking station. If it is still impossible to remove the bike, please contact customer service on email@example.com.
5.11 My card is not accepted, what should I do?
There may be several reasons for this:
Transaction in progress
Your card is not accepted because a transaction may still be in progress. Last time you returned a rented bike, perhaps you did not secure it properly. As you can only rent one bike at a time, you are not allowed to pick up another one.
Your card may have been blocked because you have an unpaid invoice. You can consult your invoices in your personal area by clickin on "Login" under "My invoices" and pay any unpaid invoices. As soon as the payment has been made, your card will be unblocked.
Your membership may have expired. You can renew your membership by clicking on "Login".
Please check the expiry date of your credit card or PubliBike card.
Perhaps you are trying to rent a bike in a network not included in your regional membership.
For Swiss Post staff
Have you received a new personal card in the course of the year or have you recently started working on a site offering the PubliBike service? Staff data are not updated automatically. We have to enter your personal details manually. Please be patient and we will send you an e-mail as soon as you can take advantage of the service. In the meantime, you can borrow a PubliBike card from reception and use it to rent a bike.
Mobilis or Mobility card
If you have received a new Mobilis or Mobility card, please contact customer service at firstname.lastname@example.org so that we can enter your new card in the system manually.
Please contact customer service on email@example.com to clarify why your card is not being accepted.
5.12 What do I have to pay particular attention to when I rent an e-bike?
First, check the level of the battery charge. How long you can use the electric pedalling assistance will of course depend on the route you take. At low temperatures (< 5°C), the battery may have difficulty charging. In this case, it is advisable to use a normal bike.
At stations with a touch screen, the level of the battery charge is displayed on the terminal (touch screen) under the choice of bikes. Before setting off, you must switch on the electric pedalling assistance. To do so, press the on/off switch near the left handlebar.
At stations with a totem, detailed instructions can be found in the basket of each e-bike. You must press the on/off switch under the luggage rack. If the indicator light displays no bars or only one bar, the bike is not sufficiently charged and must not be removed. If the indicator light displays between two and five bars, you can rent the bike.
5.13 I have noticed damage to the bike. How do I report it?
At stations with a touchscreen, you can report the damage directly at the terminal. Return the bike to the docking station and identify yourself again. Select "Menu – Report a fault – Bike selection – Specify the damage category".
Alternatively you can contact customer service on firstname.lastname@example.org. Our technicians will then be informed that the bike in question needs to be repaired.
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