This information is specific to Spain, as your app locates you there. To view the policy for another country, visit our Help Centre in your browser.
👉 How do I start my bike trip?
👉 Can't start my bike rental. What can I do?
👉 Where and how can I park the bike?
How do I start my bike trip?
Before starting your rental, just make sure you have enough battery and internet on your phone, so you are able to unlock and lock the bicycle. Also, set your Bluetooth and GPS on!
To rent a bike and start your trip, follow the steps below:
- Open the FREENOW app and select the 2-Wheels tab
- Choose a bike near you. If you scroll up, you will see information about the vehicle (ID, battery level, prices, how to use it, etc.)
- Confirm your payment method and apply any promo code in case you have one
- Once you have picked a bike, simply click 'Start rental'. Sometimes, depending on the provider, you will need to scan* the QR code of the vehicle. For those bikes with an additional manual lock, pull the lock out of the right side of the rear wheel, and place it in the holder on top of the rear wheel
- Enjoy your ride!
Can't start my bike rental. What can I do?
There are some common reasons why you may not be able to start renting an eBike:
- Issues with your payment method or temporary hold process
- Your phone's GPS/location is turned off
- Your mobile data is turned off (you should have it on, and wifi should be off)
- The bike has been rented/reserved by another user
- The bike's energy level is low
- The bike is damaged and therefore not available
If this is not the case, and you still cannot start the rental, contact our eBike provider immediately so they can assist you:
Cooltra
Press the "Report a problem" button to chat live with Cooltra's support service or write to them at freenow@cooltra.com / https://www.cooltra.com/es/contacto/
+34 937066912
Dott
RideMovi
Can I pause my bike rental?
Yes!
You can pause your rental as many times as you want, as long as it does not exceed the maximum rental duration. Go shopping or grab a coffee, your bike will be waiting for you safely.
You just have to activate the 'pause' / 'parking' / 'lock' function in the app.
During your temporary parking, the rental will continue to be charged normally.
After your pause, simply deactivate the pause mode to unlock the bike and continue your journey.
Where and how can I park the bike?
Before ending your rental, make sure you are parking in a designated area -marked in the app with a "blue P"- and that you are not blocking sidewalks, pedestrians, public roads, or garages. Then, select 'End rental' in the app and lower the kickstand.
For bikes with an additional manual lock, insert the lock through the hole located on the right side of the rear wheel.
Sometimes, we may also ask you to take a photo of your parked bike (Dott and RideMovi) before ending the rental.
If you park outside the operating zone or in a no-parking area (orange zones), additional parking fees may apply.
There are different operating areas depending on each bike provider. Visit the following official websites for all instructions: