What to do
Refresh the app and confirm the bike is still locked.
End the ride in the app.
The system will automatically refund the ride as long as:
The ride lasted less than 4 minutes, and
The bike did not travel more than 100 metres.
You’ll receive a notification once the refund is issued (turn on notifications).
Next steps
Try unlocking the same bike again once it reconnects, or
Choose a different bike nearby.
If the refund doesn’t appear
Contact support with the bike number and the time of the attempted unlock so we can check the logs for you.
More help
For full details, see:
Ride Didn’t Start or Bike Didn’t Unlock — What To Do