{"id":39,"date":"2022-08-11T12:13:22","date_gmt":"2022-08-11T10:13:22","guid":{"rendered":"https:\/\/nextbike-live.pluspol-networks.de\/liebherr\/faq\/"},"modified":"2022-08-11T15:54:56","modified_gmt":"2022-08-11T13:54:56","slug":"faq","status":"publish","type":"page","link":"https:\/\/www.nextbike.at\/liebherr\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"

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\n
\n \"Eine <\/div>\n
\n

\n Frequently Asked Questions <\/h1>\n
\n You want to learn more? Find the most frequent questions about LiBike here. <\/div>\n <\/div>\n <\/div>\n[\/vc_column][\/vc_row][vc_row ppi_row_type=”ppi_bg_black” full_width=”stretch_row”][vc_column]

Classics<\/h3><\/div>
<\/i>How does LiBike work?<\/h6>

Register easily and for free via app or website. Bikes can be rented via the nextbike app.<\/p>\n<\/div>

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

Depending on the system, bikes can be returned at official stations or within a Flexzone, in a clearly visible spot on any public street. On the location map in your nextbike app, you can easily see where the nearest station is or how far the Flexzone extends.<\/p>\n

You can find out whether the system uses a flex zone or only stations on the system\u2019s respective website. If you\u2019re unsure, please use the location search at the top of the website.<\/p>\n

Bikes may only be returned to the system from which they were rented. Cross-city returns are only possible in networked systems and are communicated on the system\u2019s website.<\/p>\n<\/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 ‘open lock’. 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. 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.<\/p>\n<\/div><\/div>

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

If the station does not have fixed bicycle racks, the bike will be locked to itself.<\/p>\n

As a general rule, nobody should be hindered by the parked bike.<\/p>\n

Please note the following:<\/p>\n

The bike may not be parked or returned:
\na) at traffic lights
\nb) parking ticket machines or parking meters
\nc) at road signs
\nd) on sidewalks, if this results in a passage width of less than 1.50 m
\ne) in front of, at and on escape routes and firefighter access zones
\nf) where this conceals the stationary advertising of a third party
\ng) by locking to fences of private or public houses and establishments
\nh) on public transport platforms and bus platforms
\ni) at public bicycle racks<\/p>\n

In case of contravention we reserve the right to charge a service fee.<\/span><\/p>\n<\/div>

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

You can reach the LiBike customer service at +43 (0) 1 385 01 89<\/a>, kundenservice@nextbike.de<\/a> or via App Support function.<\/p>\n<\/div><\/div><\/div>

Customer account<\/h3><\/div>
<\/i>How can I change my phone number?<\/h6>

To change your phone number, please contact our customer service at kundenservice@nextbike.de<\/a>. Send the email from the email address you use for your account.<\/p>\n<\/div><\/div>

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

You can reach the LiBike customer service at +43 (0) 1 385 01 89<\/a>, kundenservice@nextbike.de<\/a> or via App Support function.<\/p>\n<\/div><\/div><\/div>

Rent, park and return<\/h3><\/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>

<\/i>What happens if I return my bike away from stations or outside the flex zone?<\/h6>

If you return your bike without permission, a service fee of at least 20 \u20ac will be charged. More information about service charges can be found on the respective website of the system.<\/p>\n<\/div>

<\/i>Can I pause my ride during the rental?<\/h6>

Yes, you can.<\/p>\n

Pause your ride in the app and then close the lock (attention: If you close the lock before you pause your ride, the bike will be returned immediately). To continue cycling, end the pause mode in the app and the lock will open automatically. Never end the pause mode from afar.<\/p>\n

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

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

The bike can only be returned in the city where you rented it, otherwise a return fee applies. Exceptions are the interconnected systems. Return regulations are communicated on the respective website of the system, which can be found via location search.<\/p>\n<\/div>

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

If the station does not have fixed bicycle racks, the bike will be locked to itself.<\/p>\n

As a general rule, nobody should be hindered by the parked bike.<\/p>\n

Please note the following:<\/p>\n

The bike may not be parked or returned:
\na) at traffic lights
\nb) parking ticket machines or parking meters
\nc) at road signs
\nd) on sidewalks, if this results in a passage width of less than 1.50 m
\ne) in front of, at and on escape routes and firefighter access zones
\nf) where this conceals the stationary advertising of a third party
\ng) by locking to fences of private or public houses and establishments
\nh) on public transport platforms and bus platforms
\ni) at public bicycle racks<\/p>\n

In case of contravention we reserve the right to charge a service fee.<\/span><\/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 app under support or via the hotline stated in the footer of the system’s website.<\/p>\n

Don\u2019t worry about possible charges if our customer service can\u2019t deal with your case right away. No charges apply as long as you tried to contact them right away.<\/p>\n<\/div><\/div>

<\/i>How do I tell bike icons from station icons?<\/h6>


\nThis is what individual bikes look like on the map. Depending on the system, they may be different colours. Additional symbols for e-bikes or cargo bikes are possible depending on the system.<\/p>\n


\nThis is what stations look like on the map. Depending on the system, they can have different colours. Additional symbols for e-bikes or cargo bikes are possible depending on the system.<\/p>\n<\/div>

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

Yes, bikes can alternatively be rented via the hotline. If the local system has terminals or BikeComputers, these can also be used for rental and return.<\/p>\n<\/div>

<\/i>Can I rent several bikes parallely with one customer account?<\/h6>

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

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

Register easily and for free via app or website. Bikes can be rented via the nextbike app.<\/p>\n<\/div>

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

Depending on the system, bikes can be returned at official stations or within a Flexzone, in a clearly visible spot on any public street. On the location map in your nextbike app, you can easily see where the nearest station is or how far the Flexzone extends.<\/p>\n

You can find out whether the system uses a flex zone or only stations on the system\u2019s respective website. If you\u2019re unsure, please use the location search at the top of the website.<\/p>\n

Bikes may only be returned to the system from which they were rented. Cross-city returns are only possible in networked systems and are communicated on the system\u2019s website.<\/p>\n<\/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 ‘open lock’. 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. 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.<\/p>\n<\/div><\/div><\/div>

Our bikes<\/h3><\/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

Find the information about the maximum load for cargobikes on the stickers on the transport boxes.<\/p>\n<\/div>

<\/i>Does LiBike offer children’s bikes, helmets and trailers?<\/h6>

As a rule, nextbike and its subbrands like LiBike do 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.<\/p>\n<\/div><\/div>

<\/i>What bike types does nextbike offer?<\/h6>

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.<\/p>\n

In cities, that offer several bike types, you can use the filter in your app to search for a specific bike type.<\/p>\n

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.<\/p>\n

(Our ebike product 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<\/div><\/div><\/div>

Registration<\/h3><\/div>
<\/i>How do I activate my customer account?<\/h6>

You can sign up via the website or app.
\nAs a Liebherr employee, you do not need to add a payment method or deposit any credit. Simply skip this step during registration and enter your Liebherr promo code in the Wallet section. Your account will be activated immediately and free of charge.<\/p>\n<\/div><\/div>

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