freebike

FAQ

My phone battery is dead - how do I return the bike?

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What are the Freebike rental prices?

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The QR code is scratched or can’t be read.

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How does the electric engine work and what are the motor profiles in the app?

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My bike turned off while cycling, what should I do?

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What do the colours of the bike lights mean?

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How to rent a bike using a card (without the app)?

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How to pause a bike with a card (without the app)?

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How can I start riding?

Quickly and easily!

Download and install the Freebike app on your phone. Choose a tariff, register, input your credit card details and you will receive your LOGIN and PIN. You will need these if you change your phone or logout of the app.

Scan the QR code on the back of the bike, choose to ride with electric assistance (ebike) or without (pedal bike) and off you go!

Where can I ride a bike?

In zones shaded red you must return the bike to a station, elsewhere you can return the bike wherever you want, but you will pay a rehoming fee of £1 outside the City of London and £3.50 inside the City of London.

You can ride a bike anywhere within the area marked by a thick red line on the map in the application.

How can I rent a bike?

You can rent the selected bike in the app by pressing RENT BIKE and then scanning the QR code above the back light.

Once your bike is rented, press the brake twice to activate it.

I can’t rent a bike.

Close the app and then restart it. If this does not work it means that use of the bike has been blocked. If the lights are cycling through the colours of the rainbow, it means that someone else has Paused their rental and that they will be returning to the bike.

Please choose another bike near you or conact our customer support on our Facebook page Freebike UK.

How do I return the bike?

Use our mobile app Freebike to return the bike and simply press the RETURN BIKE option.

Another way to return the bike is to press either brake three times quickly after parking the bike.

When the bike has been returned the lights will turn off.

After returning the bike, it takes about a minute for the mobile app to update so it is possible that the bike will still appear as hired during this period.

The app does not charge any fees and does not count any rental time during this period.

How to park properly.

When returning a bike, please respect other traffic participants and pedestrians and always park the bike so that it isn’t in the way.

Don’t park the bike in front of entrances, doors, pedestrian crossings or in the middle of pavements.It is better to park on the street side of the pavement than the building side.

It is important not to cause trouble for people in pedestrian areas.

Where can I return the bike?

In red shaded zones you must return the bike at a station. You can see where the stations are on the map in the app.

If you are not in a red shaded zone you can return the bike wherever you want, but if you are not at a station you will incur a rehoming fee.

I can’t return the bike.

First check the app map to see if you’re not inside a red zone (and not at a station) or outside the defined area of use.

Check if you are in an open space without obstacles between the bike and the sky (roofs, trees, etc.).

It is possible that the Freebike does not have enough mobile signal at your location to establish a connection, so try moving the bike and ending the rental a few meters further.

Poor or no signal on your phone may also be the cause.

If you still can’t return the bike, please contact our customer support with a message on the  Freebike UK Facebook page.

My phone battery is dead - how do I return the bike?

Press either brake three times quickly when you are stopped and wait until the bike lights go out. Make sure that the bike has a clear sky view. This will not work if you are in a red shaded zone. In this case call via emergency hot line.

I can’t find a bike.

The Freebike GPS signal has a range of 10–15 metres, so it is possible that it is around the corner. If there are high buildings, the range may increase.

If you have paused the rental you can see your paused bike on the app map as a little yellow pause symbol.

What are the Freebike rental prices?

Currently, we only have a Pay per minute tariff.

You can find all details regarding tariff prices or bonuses in the pricelist on our website, in the tariff information in the mobile app or in the pricelist in the General terms and conditions.

How do the Red Zones work?

In red zones you must return the bike at a station. You can find where the stations are on the map in the app.

Outside red zones you can return the bike wherever you want, but outside a station you will incur a rehoming fee.

The map also shows a thick red line that borders the places you can’t ride the Freebike in. Beware of crossing this border – the motor will be gradually blocked. You can’t return the Freebike here; you must manually take it back to the nearest virtual station or back through the thick red border.

The QR code is scratched or can’t be read.

You can manually enter the number of the bike that you want to rent by clicking on the pen icon at the top right on the screen with the QR code scanner. Include the zeros in the number, for example 0156.

Reporting a failure or damage?

If you find a damaged bike or any technical failure, please contact us in our mobile application – report a failure or damage through the warning sign icon in the left panel.

Or you can send us an email to hello@freebike.com and our engineers will set off to repair the bike on the spot or take it away.

How does the electric engine work and what are the motor profiles in the app?

Riding a Freebike is the same as on a normal bike, but once you start pedalling, the motor will help you so you don’t get sweaty cycling uphill or on the way to an important meeting.

You can choose how much electric motor support you will have whilst riding by changing your engine profile. These are viewable within the application settings. Pedalling is the easiest with the highest support because the motor helps you the most, and vice versa. This setting cannot be changed while riding.

Your chosen engine profile is automatically set at the start of each journey.

The electric motor is off when you are not pedalling or braking to save energy.

My bike turned off while cycling, what should I do?

If your bike turns off while you are cycling, the battery capacity is below the critical level and the bike has switched to power-saving mode (the electric motor stops working), it is necessary to stop the ride as soon as possible and park your bike, preferably at a station for free.

It is the responsibility of each user to check the range of the bike before rental to ensure that it is sufficient.

The user should not start a longer ride with a low range (i.e., less than 16km) - there is a risk of an empty battery while cycling.

What do the colours of the bike lights mean?

Red - rear light when cycling; it flashes red when braking . If you try to rent the bike and the lights go yellow, red and then switch off, it means that the bike is not available to rent or you have insufficient credit

Purple - system update

Yellow - bike is connecting to the server

Green - successful start and end of the hire

Blue - poor GPS/GSM signal, or while registering card with chip

Rainbow - bike paused

Safety tips

For safe rides in urban traffic, we recommend that you observe the following tips for safe cycling.

• A helmet is mandatory only for people under the age of 18, but we recommend wearing the helmet whenever possible.

• Respect the traffic rules on the roads.

• Freebikes are equipped with safety features – front and brake lights, bell, etc.

• If you aren’t sure how to solve a situation, you can always dismount from the bike and solve the situation as a pedestrian.

Stop at red lights. Not only safer, it’s the law and could save you a £70 fine.

Ride with the traffic. Ride on the left in the same direction as other vehicles.

Stay away from parked cars. Try to keep a door's width away in case the door opens suddenly and ride in a straight line past parked cars rather than dodging between them.

Stay back from HGVs and buses. Lorries and other large vehicles might not be able to see you clearly, so stay well back behind them.

Use Hand Signals. Use appropriate hand signals to indicate that you're turning left or right. Do not assume drivers and other riders will stop for you.

Always pay attention. Stay focused on what's going on around you so you can see what other road users might do.

No phones or devices. Don't use a mobile phone or earphones.

Don't pavement cycle. Don't cycle on the pavement or up a one-way street (unless clearly marked for cyclists).

Wear bright clothes. Stay safe by wearing bright clothes during the day and reflective clothing/accessories at night.

Night Lights. Make sure the lights work after dark. You could be fined £70 if they are not working because it is your responsibility to check.

How to rent a bike using a card (without the app)?

The fastest way to use a freebike is to rent it with a card and return it using 3 quick clicks of the brakes. To make sure that the card reader on the bike can read your card,swipe it on the back of the bike (where the QR code is) before you have rented the bike. If the lights change colour, the bike can read your card and you now proceed to connect the card to your app account as explained below:

1. Log in to the app.

2. Rent the freebike that you want to ride.

3. In the app open your profile in the menu - button with the stick figure.

4. Press the Register card button.

5. Now follow the instructions of the application, you have to agree to connect via bluetooth.

6. Place the card on top of the back light.

7. The light will shine blue and when it turns green you have successfully paired the card with your account.

8. And if you have any trouble with this process, let us know by e-mail, Facebook or you can call us during working hours 9-17 at our contact number on business days and we will help you.

How to pause a bike with a card (without the app)?

Hold one brake and swipe the card above the back light. To unpause, repeat.

Partners

Moje Praha

Smart Prague