Having trouble ending your trip?
First, check on the app if a parking spot is available.
🚳 Leaving a bike outside a station, at a closed station, or at a station marked full on the app does not end the rental. This will incur additional fees, which we are entitled to charge you according to the service’s terms and conditions.
This information on the app indicates that the station is full and can no longer accommodate bikes. We invite you to go to a station with available parking spots.
❓ The app says it cannot communicate with the bike or gets stuck in a loop without any progress?
➡️ Close the app (force stop it from your app manager, close it from the background)
➡️ Turn off your GPS location
➡️ Move the spokes of the rear wheel to restart the system, then wait 30 seconds to 1 minute
➡️ Restart the app, then activate your GPS location within the app by clicking the icon
➡️ On the app, select the "Unlock bike" button
❓ The app tells you that you cannot return the bike and only offers to pause your rental?
➡️ Check the availability of parking spots via the app. If the station has spots, unlock the bike again and then follow these steps:
Recenter your GPS, then select the station where you are located.
End the trip on the app ➡️ press the “End trip here” button
Wrap the anti-theft cable around the rack
Attach the cable to the right side of the lock and manually lock it
🚨 Attention: The rental is only confirmed ended when the app explicitly indicates so and you receive a confirmation notification (make sure notifications are enabled).
📍 The app shows your location incorrectly on the map?
➡️ Close the app (force stop it from your app manager, close it from the background)
➡️ Turn off your GPS location
➡️ Move the spokes of the rear wheel to restart the system, then wait 30 seconds to 1 minute
➡️ Restart the app, then activate your GPS location within the app by clicking the icon
⚠️ Outside a station, it is mandatory to secure your bike to a fixed point, without obstructing pedestrians or other vehicles. In case of damage or theft, management reserves the right to apply a financial penalty.
❓ If this article did not solve your problem, please contact customer support via your account by clicking the “Write to us” button under the “Contact customer support” section or by phone at 02 32 08 18 31.