Is something wrong with your bike?
We sincerely apologize. You can report the issue to us via the app or by email.
If you identified a problem after scanning and unlocking the bike at a station:
➡️ End your trip by clicking the "END TRIP HERE" button. Then, lock the bike to a rack using the anti-theft cable and manually lock the clamp.
➡️ To report an issue, click the "REPORT A PROBLEM" button, then select the incident that matches your situation from the list.
➡️ Confirm your report by pressing the "SUBMIT" button.
Your trip will be adjusted by customer service, who will get back to you.
When scanning a bike, it’s possible that an incident has already been reported and is being handled by the app. In that case, you will see the message: "Sorry, this bike is unavailable." You will then just need to choose another bike.
If you realize there is a problem once your trip has started, please report the issue at the end of your rental and be sure to lock the bike to a rack at the station.
Can’t unlock the bike to return it at the station?
Please try the following steps:
➡️ Close the app (force stop it from your app manager, close it from background)
➡️ Turn off your GPS location
➡️ Move the spokes of the rear wheel to reset the system, then wait 30 seconds to 1 minute
➡️ Relaunch the app, then turn your GPS location back on within the app by clicking the icon
➡️ In the app, select the "Unlock bike" button
❓ If the problem persists, please contact our support at 02 32 08 18 31 and send a photo of the bike properly secured to: contact@lovelolibreservice.fr.
⚠️ It is mandatory to return a bike at a station. If this is impossible due to technical or app-related reasons, please report your difficulties by contacting our support hotline. Otherwise, depending on the damage caused, management reserves the right to apply a financial penalty.
⏳ If your trip lasted more than 5 minutes, you must wait 5 minutes before taking another bike.
💡 Your reports are very valuable to us: they help our teams intervene faster and improve the quality of the service. Thank you!