Frequently Asked Questions

You want to learn more? Find the most frequent questions about TUeBICI here.

Classics

How can I contact the customer service?

You can reach the TUeBICI customer service at 900 29 36 27, info@tuebici.es or via App Support function.

I have discovered an incorrect debit in my customer account, what can I do?

Please contact our customer service by app, hotline 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 app under support, via the hotline stated in the footer of the system’s website or via info@tuebici.es.

How do I activate my customer account?

To activate your customer account, you need to add a payment method to your customer account. We will deposit a credit of 1 € to verify your payment method. This is not a fee but will be available on your account as rental credit. All available payment methods are listed in the app.

After successful debiting your customer account will be activated immediately.

In which cities is nextbike by TIER available?

Nextbike by TIER is available in over 300 cities worldwide, including Berlin, Warsaw, Budapest, Glasgow and Riga. Use the location search.

The frame lock does not open. What shall I do?

First check whether a spoke is blocking the lock by turning the rear wheel slightly. Then open the active rental in your app and click on ‘open lock’. Unlocking will be initiated again.

If the frame lock does not open even after another attempt to open it via the app, our system automatically detects this after three minutes and cancels the rental. No costs will apply. Please check the cancellation in your app and contact our customer service if it is still active after three minutes. Don’t worry about possible charges if our customer service can’t deal with your case right away. No charges apply as long as you tried to contact them right away.

How can I register?

You can sign up via the website or the nextbike by Tier app.

Registration

How can I register?

You can sign up via the website, app or at the terminal. Depending on the city, not all 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.

Why do I have to debit 1 € although the registration is for free?

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.

How do I activate my customer account?

To activate your customer account, you need to add a payment method to your customer account. We will deposit a credit of 1 € to verify your payment method. This is not a fee but will be available on your account as rental credit. All available payment methods are listed in the app.

After successful debiting your customer account will be activated immediately. Only if you make a bank transfer, your account will be activated after two to four days, depending on the bank.

Please note that your PayPal account must be verified. More information can be found on PayPal.

You can find all prices in the price list.

How can I register?

You can sign up via the website or the nextbike by Tier app.

Customer account

Why was my account deactivated?

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.

How can I cancel my account and what happens to my remaining balance?

You can easily cancel your account in your customer account via login on our 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 info@tuebici.es or by post (address to be found in the website footer).

What happens if my customer account is in the red?

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.

How do I pay for TUeBICI, how is billing done and where can I retrieve the invoices for my trips?

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.

You can view your rental history and direct debit invoices in your customer account at any time. Log in via the website.

How can I change my phone number?

To change your phone number, please contact our customer service at info@tuebici.es. Send the email from the email address you use for your account.

How can I contact the customer service?

You can reach the TUeBICI customer service at 900 29 36 27, info@tuebici.es or via App Support function.

I have discovered an incorrect debit in my customer account, what can I do?

Please contact our customer service by app, hotline 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 app under support, via the hotline stated in the footer of the system’s website or via info@tuebici.es.

How do I activate my customer account?

To activate your customer account, you need to add a payment method to your customer account. We will deposit a credit of 1 € to verify your payment method. This is not a fee but will be available on your account as rental credit. All available payment methods are listed in the app.

After successful debiting your customer account will be activated immediately.

Rent, park and return

How do I return my bike correctly?

If the station does not have fixed bicycle racks, the bike will be locked to itself.

As a general rule, nobody should be hindered by the parked bike.

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.

How do I recognize an official station?

All stations are marked on the map in the app or on the website with large markers (the small markers mark individual bikes). In some cities there are also station signs, terminals or bicycle stands at the marked places.

The frame lock does not open. What shall I do?

First check whether a spoke is blocking the lock by turning the rear wheel slightly. Then open the active rental in your app and click on ‘open lock’. Unlocking will be initiated again.

If the frame lock does not open even after another attempt to open it via the app, our system automatically detects this after three minutes and cancels the rental. No costs will apply. Please check the cancellation in your app and contact our customer service if it is still active after three minutes. Don’t worry about possible charges if our customer service can’t deal with your case right away. No charges apply as long as you tried to contact them right away.

Can I rent TUeBICI bikes without an app or without an internet-enabled mobile phone?

Yes, bikes can alternatively be rented via the hotline.

How do I return my TUeBICI bike?

Place the bike at an official station of TUeBICI, push it into a charging stand and close the FrameLock.
The rental will end automatically. Check your app to make sure the return was successful and inform our customer service immediately if this was not the case.

How does TUeBICI work?

Register easily and for free via app or website. Bikes can be rented via the nextbike by TIER app or the hotline.

Information on how renting and returning a bike works, can be found on the homepage under How it works.

What do I do if my bike has a defect?

Defects can easily be reported via the support function in our app. 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.

The return was not successful. What should I do?

Please report failed returns immediately to our customer service via app support or the hotline and have the bike number, the parking location and the actual use time ready. Our customer service can be contacted via app under support or via the hotline stated in the footer of the system’s website.

Don’t worry about possible charges if our customer service can’t deal with your case right away. No charges apply as long as you tried to contact them right away.

Can I park my bike during the rental?

Yes, you can.

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.

The rental stays active during the park mode and will be charged as usual.

What happens if I return my bike away from stations?

If you return your bike away from a station, we reserve the right to charge a service fee or incur a penalty in accordance with the Terms and Conditions.

Where can I return my bike?

The bikes can be returned at official TUeBICI stations only. On the location map in your app you can easily see where the next station is.

Tariffs and conditions

How can I cancel tariffs?

Tariffs that don’t prolong automatically do not have to be cancelled. Tariffs with automatic renewal can be cancelled in the app.

How much does TUeBICI cost and what tariffs are available?

TUeBICI rates adapt to various types of use, whether occasional or through an annual or monthly subscription. For the occasional user without an active subscription, there are three tariff tiers: 1.30 euros for intervals of up to 30 minutes, 1.60 euros for use of up to one hour, and 1.90 euros for periods longer than one hour.

As for subscriptions, both annual and monthly options are offered, with respective prices of 36 euros and 7 euros. These passes allow users to enjoy reduced rates.

You will find all the information on the website in the pricing section.

Our bikes

What is the maximum load of the bikes?

The maximum load of our e-bikes is 100 kg, of which a maximum of 5 kg may be transported in the basket.