FAQ

Frequently asked questions 

 

RegistrationCustomer accountRent, park and returnOur bikesTariffs and conditions

Classics

Register easily and for free via app or website. Bikes can be rented via the nextbike app, the hotline or - if available - via terminal or BikeComputer. Bike types can vary from city to city, so rental processes may vary.

The specific systems' websites for each city explain which renting channels are available and how the rental works in this city. If you don't know the system's website, please use the location search.

 

Depending on the system, the bikes can be returned at official stations or within a flex zone on any public road. On the location map in your nextbike app you can easily see where the next station is or where the flex zone ends.

You can find out whether the system has a flex zone or only stations on the respective website of the system. If you don't know the system's website, please use the location search.

Bikes may only be returned in the system in which they were rented. Cross-city returns are only possible in VRNnextbike, metropolradruhr and RVK e-Bike.

The return process differs, depending on the bike type and system type.

Place the bike at an official station or - if available - within the flex zone of the respective system and lock it. If the bike has a combination lock, return it via the app by specifying the location. If the bike has a BikeComputer and a fork lock, close the lock and confirm the return on the BikeComputer by pressing 'OK'. If the bike has a frame lock, close the lock. The bike is automatically returned. If you return your bike to a station with Smartdocks, push it into the dock. A beep confirms the return. If the station is full, place the bike next to it, lock it and return the it via app, hotline or terminal. In all cases, use an app to check whether the return was successful and inform customer service immediately if this is not the case.

The specific systems' websites for each city explain how the rental works in this city. If you don't know the system's website, please use the location search.

The basic rate in Germany is usually 1 € per 30 minutes and a maximum of 9 € per 24 hours. In some cities, however, prices may vary. Find the local prices at the specific systems' websites for each city. If you don't know the system's website, please use the location search.

In general, the contact information for our customer service can be found in the footer of each website of the system. If you don't know the system's website, please use the location search.

Generally speaking you can contact our customer service via sac@nextbike.es or + 34 (0) 9 / 71 92 87 35.

Please contact our customer service by phone or email to correct any miscalculations. Please provide us with all necessary information about the rental / tariff / customer account in order to be able to understand the case. Our customer service can be contacted via sac@nextbike.es or + 34 (0) 9 / 71 92 87 35.

nextbike is available in over 200 cities and more than 26 countries on four continents, including Berlin, Warsaw, Budapest, Glasgow and Riga. You can find a complete overview of nextbike's locations at nextbike.de/locations.

Please report failed returns immediately to our customer service via the hotline at + 34(0)9/7192 8735. and have the bike number, the parking location and the actual use time ready. Our customer service will end the rental for you and adjust the rental fees accordingly.

A service fee of at least 20 € will be charged if a bike is returned outside a flex zone or an official station. If the bike is returned outside a flex zone, we charge a service fee of 20 € plus 2 € per km from the flex zone border.

It does not matter if the bike has already been rented outside the flex zone or off a station. The service fee of the previous user does not cover the misconduct of the next user.

All answers to your questions

Registration

You can sign up with nextbike via the website, app, at the terminal or via the hotline. A service fee of 3 € is usually charged only for registration via hotline. Depending on the city, not all four registration channels may be available. Information on registration can be found on the respective website of the system. If you don't know the system's website, please use the location search.

To activate your customer account, you need to deposit a credit of 1 €. This is for verification purposes of your means of payment only. You can debit it from your credit card and use it later as starting credit.

After successful debiting via credit card, your customer account will be activated immediately.

You can find all prices in the price list.

To verify your payment method and to activate your account, your bank account will be debited with 1 €. However, this is not a registration fee, but can be used as your starting credit.

You can find all prices in the price list.

Customer account

You can easily change your phone number in your customer account on our website. Log in, click on "User Settings" and enter your new mobile phone number. Click on "Save changes". This function is not available in the app. Per customer account only one mobile phone number can be used.

You can easily cancel your account in your customer account via the website. Log in and click on "Close account". Remaining credit will be automatically refunded.

Alternatively you can send us your cancellation by e-mail to sac@nextbike.es or by post (Nextbike Ibiza, Edificio Cetis, TORRE 5 Planta 2, C/ Canarias 31-35, 07800 Ibiza).

Any remaining credit will be refunded. Exceptions are loyalty programs or similar. This is not payable.

If you have specified a credit card as the payment method, the fees for your trips will usually be debited 24 hours after your rental.

With the direct debit payment method, we debit the open fees monthly from your bank account.

You can view your rental history and invoices in your customer account at any time. Log in via the website. Please note that invoices are only available after the end of the month.

If your account goes into the red because open sums cannot be debited, your account will be temporarily deactivated until the open sum has been paid. Please check if you have a valid means of payment. If we cannot debit EU direct debit, there will be an additional return debit of approx. 10 €.

In general, the contact information for our customer service can be found in the footer of each website of the system. If you don't know the system's website, please use the location search.

enerally speaking you can contact our customer service via sac@nextbike.es or + 34 (0) 9 / 71 92 87 35.

Please contact our customer service by phone or email to correct any miscalculations. Please provide us with all necessary information about the rental / tariff / customer account in order to be able to understand the case. Our customer service can be contacted via sac@nextbike.es or + 34 (0) 9 / 71 92 87 35

A service fee of at least 20 € will be charged if a bike is returned outside an official station. It does not matter if the bike has already been rented off a station. The service fee of the predecessor does not cover the misconduct of the next user.

Probably open sums could not be debited from your bank account or there is no means of payment deposited. Please check this in your customer account and contact customer service if in doubt.

You can download your invoices after the end of the respective month in your customer account via the website under "Account status".

Rent, park and return

Depending on the system, the bikes can be returned at official stations. On the location map in your nextbike app you can easily see where the next station is. Bikes may only be returned in the system in which they were rented.

The return process differs depending on the bike type and system type.

Place the bike at an official station or - if available - within the flex zone of the respective system and lock it. If the bike has a combination lock, return it via the app by specifying the location. If the bike has a BikeComputer and a fork lock, close the lock and confirm the return on the BikeComputer by pressing 'OK'. If the bike has a frame lock, close the lock. The bike is automatically returned. If you return your bike to a station with Smartdocks, push it into the dock. A beep confirms the return. If the station is full, place the bike next to it, lock it and return the it via app, hotline or terminal. In all cases, use an app to check whether the return was successful and inform customer service immediately if this is not the case.

The specific systems' websites for each city explain how the rental works in this city. If you don't know the system's website, please use the location search.

Yes, you can.

If the bike has a frame lock, you activate the park mode in the app and then close the lock (attention: If you close the lock before the park mode has been activated, the bike will be returned immediately). To continue cycling, end the park mode in the app and the lock will open automatically. Never end the park mode from afar.

All stations are marked on the map in the app or on the website with large markers (the small markers mark individual bikes).

The bike can only be returned in the city where you rented it, otherwise a return fee applies.

Place the bike at an official station and lock it. The bike is automatically returned. If you return your bike to a station with Smartdocks, push it into the dock. A beep confirms the return.

Please note the following:
The bike may not be parked or returned:
a) at traffic lights
(b) parking ticket machines or parking meters
(c) at road signs
d) on sidewalks, if this results in a passage width of less than 1.50 m
(e) in front of, at and on escape routes and firefighter access zones
(f) where this conceals the stationary advertising of a third party
(g) by locking to fences of private or public houses and establishments
(h) on public transport platforms and bus platforms
(i) at public bicycle racks

In case of contravention we reserve the right to charge a service fee. The amount of the service fee can be found in our price list.

If you return your bike without permission, a service fee of at least 20 € will be charged. More information about service charges can be found in the price list.

Please report the failed return promptly to our customer service via the hotline at + 34 (0) 9 / 71 92 87 35 and have the bike number, the return location and the actual use time ready. Our customer service will end the rental for you and adjust the rental fees accordingly.

With your nextbike account you can use almost all nextbike affiliated bike sharing systems worldwide. However, for some systems a second registration in the respective system is necessary. This applies to the MVG-Rad Munich, VAG_Rad Nuremberg, Mol Bubi Budapest / Hungary, Sitycleta / Las Palmas de Gran Canaria and Bilbaobizi in Bilbao / Spain. In some systems, bikes can be rented without re-registration, but only via the local app. This applies to Veturilo Warsaw / Poland, among others.

 You can rent up to four bikes at a time using one customer account. Booked tariffs and special conditions usually only apply to the first bike. In exceptional cases we offer you the possibility to rent up to seven bikes at the same time, please contact our customer service.

Defects can easily be reported to our customer service via the feedback function of the app, hotline or e-mail. Please check the bike for obvious defects before starting your journey or before renting it and inform us of any damage so that the bikes can be locked and repaired as quickly as possible. If you went off with a bike and only then notice a defect, end your ride and call our service. Only then can we cancel the ride and register the bike for repair.

Unfortunately, we cannot refund any fees if you have continued using the bike despite obvious defects.

Our bikes

Nextbike has several bike types, but usually in one city only one bike type is used. You can differentiate between bikes with high or low access and bikes with lock type. Bikes can have combination locks, fork locks on the front fork or frame locks on the rear wheel. Pedelecs and cargo bikes are also used in some cities. As an exception, Usedom has children's bikes, Veturilo Warsaw also has children's bikes and tandems.

You can find out which bikes are available on the system's website. If you don't know the system's website, please use the location search.

The maximum load of our bikes is 100 kg, of which a maximum of 15 kg may be transported in the basket.

As a rule, nextbike does not offer any accessories. Exception: At the PLUS stations on the island of Usedom you can rent children's bikes, helmets and trailers. Veturilo Warsaw also has children's bikes and tandems.

Tariffs and conditions

Depending on the system, available tariffs and prices may differ. Usually, we offer a monthly and annual rate in addition to the basic rate. Which tariffs are available, can be read on the respective website of the system. If you don't know the system's website, please use the location search.

Tariffs usually prolong automatically if they are not cancelled in due course by app or email to sac@nextbike.es are. Periods of notice can be found in the price list.

Tariffs usually apply only to the first bike, should several bikes be rented at the same time. You can also find information about this on the website of the respective system.

Normally, the first 30 minutes per rental are included. Each additional half hour is charged at the basic rate. The free minutes are normally only valid for the first bike if several bikes are rented at the same time. The area of validity of the tariffs may vary. The annual rate is usually only valid in the city in which it was booked, the monthly rate is valid throughout Germany (except for WK-Bike Bremen, Usedomrad and VAG_Rad Nuremberg). Prices, area of validity and information about the possible automatic extension of the tariffs can be found on the respective website of the system. If you don't know the system's website, please use the location search.

Tariffs that don't prolong automatically do not have to be cancelled. Tariffs with automatic renewal can be cancelled in due course by app or email to sac@nextbike.es.