In case you are getting an error message and the app won't let you finish your trip, there could be multitude of reasons why depending upon the error message.
Follow the following to ensure there is no user error:
Ensure you are in the right location, ebikes can only be locked and rides finished in the ESB charging Hubs where the bike was originally rented from. You can check if you are in the right location to end the trip by checking the in-app map. The charging stations are marked in the in-app map, If you are outside the station, you will not be able to end the trip. Please get the bike back to the charging dock marked in the app and try again.
The other reason could be that the lock hasn't slid into the mechanism properly. Ensure that the lock slide has gone through the mechanism and you hear a beep. A simple check is are you able to take the bike out of the charging dock lock manually. If you are able to move the bike out of the dock then please remove it and place it back in the dock again and wait for the lock mechanism to lock the ebike.
If none of these are the errors (and this is a very highly unlikely scenario) that involve a mechanical or a software malfunction.
In case of the lock or the App does not open, please close your App, and wait for 15 seconds. Reopen the app and try the whole process again, before contacting us. Sometimes, it is only an updating problem. No need to panic, just ensure that the ebike is locked properly in the dock so it cannot be unlocked by anyone else but our team, take a picture and email our support team through the app with the location, bike number, and picture and they will be sure to help you right away.