This information is for Spain, where your app is based. To check the policy for another country, visit our Help Centre in your browser and tap the globe icon.
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
Bird
https://www.bird.co/es/contact-us/
Can I pause my bike rental?
Yes! You can pause your rental as often as you like, as long as it does not exceed the maximum rental duration. Go shopping or grab a coffee, your eBike will be waiting for you.
Simply activate the "Parking" function in the app. Additional fees may apply depending on the provider.
Dott
You will be charged at the same rate per minute - more information on prices here.
Bird
To pause an active trip, enable the Lock option in the application. The vehicle will be reserved for a maximum of 75 minutes and you will continue to be charged by the minute.
After your pause, simply deactivate the parking mode (select "Continue the ride") in the app to unlock the eBike 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:
Cooltra
Dott
RideMovi
Bird