{"id":39,"date":"2022-08-11T12:13:22","date_gmt":"2022-08-11T10:13:22","guid":{"rendered":"https:\/\/nextbike-live.pluspol-networks.de\/bicimislata\/faq\/"},"modified":"2023-05-31T14:43:08","modified_gmt":"2023-05-31T12:43:08","slug":"faq","status":"publish","type":"page","link":"https:\/\/www.bizkaibizi.eus\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"

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\n Frequently Asked Questions <\/h1>\n
\n Would you like to find out more? Here you will find the most frequently asked questions and the appropriate answers about Bizkaibizi. <\/div>\n <\/div>\n <\/div>\n[\/vc_column][\/vc_row][vc_row ppi_row_type=”ppi_bg_black” full_width=”stretch_row”][vc_column]

Registration<\/h3><\/div>
<\/i>Why do I have to debit 1 \u20ac although the registration is for free?<\/h6>

To verify your payment method and activate your account, your bank account will be debited with 1 \u20ac. However, this is not a registration fee, but can be used as starting credit.<\/p>\n<\/div>

<\/i>How can I register?<\/h6>

You can sign up on the website or the bizkaibizi app.<\/p>\n<\/div><\/div>

<\/i>How do I activate my customer account?<\/h6>

To activate your customer account, you need to add a payment method via the wallet section in the app.<\/p>\n

We will deposit a credit of 1 \u20ac 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.<\/p>\n

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.<\/p>\n<\/div><\/div><\/div>

Customer Account<\/h3><\/div>
<\/i>I have discovered an incorrect debit in my customer account, what can I do?<\/h6>

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 Bizkaibizi app under support, via the hotline stated in the footer of the system\u2019s website or via info@bizkaibizi.eus<\/a>.<\/p>\n<\/div>

<\/i>What happens if my customer account is in the red?<\/h6>

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.<\/p>\n<\/div>

<\/i>How can I cancel my account and what happens to my remaining balance?<\/h6>

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.<\/p>\n

Alternatively you can send us your cancellation by e-mail to info@bizkaibizi.eus<\/a> or by post (address to be found in the website footer).<\/p>\n<\/div>

<\/i>How can I change my phone number?<\/h6>

info@bizkaibizi.eus<\/a>. Send the email from the email address you use for your account."}\" data-sheets-userformat=\"{"2":899,"3":{"1":0},"4":{"1":2,"2":15374745},"10":0,"11":4,"12":0}\">To change your phone number, please contact our customer service at info@bizkaibizi.eus<\/a>. Send the email from the email address you use for your account.<\/span><\/p>\n<\/div><\/div>

<\/i>How can I contact the customer service?<\/h6>

You can reach the Bizkaibizi customer service at +34 944 943 426<\/a>, info@bizkaibizi.eus<\/a> or via App Support function.<\/p>\n<\/div>

<\/i>How do I pay for Bizkaibizi, how is billing done and where can I retrieve the invoices for my trips?<\/h6>

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.<\/p>\n<\/div>

<\/i>Why was my account deactivated?<\/h6>

Probably, there is no means of payment deposited. Please check this in your customer account and contact customer service if in doubt.<\/p>\n<\/div><\/div><\/div>

Rent, park & return<\/h3><\/div>
<\/i>Why do I have to pay a 150 \u20ac service fee (even though I returned the bike where I rented it)?<\/h6>

A service fee of 150 \u20ac will be charged if a bike is returned outside an official station.
\nIt does not matter if the bike has already been rented off a station. The service fee of the previous user does not cover the misconduct of the next user.<\/p>\n<\/div>

<\/i>Can I park my bike during the rental?<\/h6>

Yes, you can activate the park mode in the app and then close the framelock (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.<\/p>\n

The rental stays active during the park mode and will be charged as usual.<\/p>\n<\/div>

<\/i>How to avert a 150 \u20ac fine for improper return?<\/h6>

If you have returned a bike improperly, you can avert the usual fee of 150 \u20ac by renting the bike again and returning it properly. The successive rentals of the same bike are merged.<\/p>\n

This means that the final rental period is calculated from the start time of the first rental and the return time of the second rental. The break between the two rentals is then also added to the rental time. The 150\u20ac fine will be waved.<\/p>\n<\/div>

<\/i>How does Bizkaibizi work?<\/h6>

Register easily and for free via app or website. Bikes can then be rented via bizkaibizi app, the hotline or by tapping your BARIK card at the top of the rear wheel of the bike. Information on how renting and returning a bike work, can be found on the homepage under How it works.<\/p>\n<\/div>

<\/i>Can I rent my bike in one city and return it in another?<\/h6>

Yes, that is possible. You can rent and return a bizkaibizi bike at an official bizkaibizi station in one of these cities: Bilbao, Barakaldo, Berango, Leioa, Santurtzi, Getxo, Erandio, Portugalete or Sestao.<\/p>\n<\/div>

<\/i>How do I recognize an official station?<\/h6>

All stations are marked on the map in the app 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.<\/p>\n<\/div>

<\/i>Where can I return my bike?<\/h6>

Bikes may only be returned at official bizkaibizi stations and NOT in the neighbouring Bilbaobizi or GETXOBIZI stations.<\/p>\n<\/div><\/div>

<\/i>The frame lock does not open. What shall I do?<\/h6>

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 \u2018open lock\u2019. Unlocking will be initiated again.<\/p>\n

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.<\/p>\n<\/div>

<\/i>Can I rent Bizkaibizi bikes without an app or without an internet-enabled mobile phone?<\/h6>

Yes, bikes can alternatively be rented via the hotline.<\/p>\n<\/div>

<\/i>How do I return my Bizkaibizi bike?<\/h6>

Return your bike at a bizkaibizi station and push it into the dock. Close the framelock to end the rental. If the station is full, place the bike next to it and lock it.
\nCheck your app, whether the return was successful and contact our customer service immediately, if the rental is still running.<\/p>\n<\/div>

<\/i>The return was not successful. What should I do?<\/h6>

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 Bizkaibizi app under support or via the hotline stated in the footer of the system\u2019s website.<\/p>\n<\/div>

<\/i>What happens if I return my bike away from stations?<\/h6>

If you return your bike without permission, a service fee of 150 \u20ac will be charged. More information about service charges can be found in the terms and conditions on the website which you accepted during the registration process.<\/p>\n<\/div>

<\/i>What do I do if my bike has a defect?<\/h6>

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.<\/p>\n

Unfortunately, we cannot refund any fees if you have continued using the bike despite obvious defects.<\/p>\n<\/div><\/div><\/div>

Our bikes<\/h3><\/div>
<\/i>What bike types are available in Bizkaia?<\/h6>

bizkaibizi offers ebikes and tricycles. Our ebike is in fact a so-called pedelec. This is a bike with limited motor assistance, which is switched on when pedaling. Legally, there is no difference between a pedelec and a pedal bike. Helmets and driver’s licenses are not required.<\/p>\n

There is one tricycle available for rental in each of the nine municipalities.<\/p>\n

You can use the filter in your app to search for a specific bike type.<\/p>\n<\/div><\/div>

<\/i>What is the maximum load of the bikes?<\/h6>

The maximum load of our bikes and e-bikes is 100 kg, of which a maximum of 5 kg may be transported in the basket.<\/p>\n<\/div><\/div><\/div>

Tariffs & conditions<\/h3><\/div>
<\/i>What benefits do I get from the annual rate?<\/h6>

The annual subscription is mandatory in order to use the bizkaibizi bikesharing scheme. Without purchasing it, you cannot activate your account.<\/p>\n<\/div>

<\/i>How do I link my Bizkaibizi account with a partner to benefit from special conditions? Where does the discount apply?<\/h6>

Unless otherwise stated, special conditions through partner cooperations apply only in the respective city or in the respective network system. Furthermore, the discount only applies to the first bike if several bikes are rented in parallel. Detailed conditions can be found on the pricing, CAMPUSbike or partner page of the respective website of the system. If you don\u2019t know the system\u2019s website, please use the location search.<\/p>\n<\/div><\/div>

<\/i>How can I cancel tariffs?<\/h6>

Tariffs that don\u2019t prolong automatically do not have to be cancelled. Tariffs with automatic renewal can be cancelled in the app.<\/p>\n<\/div>

<\/i>How much does Bizkaibizi cost and what tariffs are available?<\/h6>

To activate your account and use the bizkaibizi bikes, you need to buy an annual subscription for 12.50 \u20ac (25 \u20ac from January 2024). Afterwards, the basic rate applies. You can find all information on the website.<\/p>\n<\/div><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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