{"id":39,"date":"2022-08-11T12:13:22","date_gmt":"2022-08-11T10:13:22","guid":{"rendered":"https:\/\/nextbike-live.pluspol-networks.de\/wienmobilrad\/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\/wienmobilrad\/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 answers about WienMobil Rad and nextbike. <\/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 WienMobil Rad work?<\/h6>

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

<\/i>How to avert a 20 \u20ac fine for improper return?<\/h6>

If you have returned a bike improperly, you can avert the usual fee of 20 \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 20\u20ac fine will be waved.<\/p>\n<\/div>

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

You can reach the WienMobil Rad customer service at +43 1 385 01 89<\/a>, support@wienmobilrad.at<\/a> or via App Support function.<\/p>\n<\/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 app under support, via the hotline stated in the footer of the system’s website or via support@wienmobilrad.at<\/a>.<\/p>\n<\/div><\/div>

<\/i>How do I return my WienMobil Rad 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 do I return my WienMobil Rad 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>Why do I have to pay a 20 \u20ac service fee (even though I returned the bike where I rented it)?<\/h6>

A service fee of at least 20 \u20ac will be charged if a bike is returned outside a flex zone or an official station.<\/p>\n

It does not matter if the bike has already been rented outside the flex zone or off a station. The service fee of the previous user does not cover the misconduct of the next user.<\/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>

Registration<\/h3><\/div>
<\/i>How can I register?<\/h6>

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

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

To activate your customer account, you need to add a payment method to your customer account. 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>

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

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

<\/i>Old old must I be to use WienMobil Rad?<\/h6>

You have to be 18 years of age.<\/p>\n<\/div><\/div><\/div>

Customer account<\/h3><\/div>
<\/i>Why was my account deactivated?<\/h6>

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

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

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

<\/i>How to avert a 20 \u20ac fine for improper return?<\/h6>

If you have returned a bike improperly, you can avert the usual fee of 20 \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 20\u20ac fine will be waved.<\/p>\n<\/div>

<\/i>How do I pay for WienMobil Rad, 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

With the direct debit payment method, we debit the open fees monthly from your bank account.<\/p>\n

You can view your rental history and direct debit invoices in your customer account at any time. Log in via the website. Please note that invoices are only available after the end of the month.<\/p>\n<\/div>

<\/i>Why do I have to pay a 20 \u20ac service fee (even though I returned the bike where I rented it)?<\/h6>

A service fee of at least 20 \u20ac will be charged if a bike is returned outside a flex zone or an official station.<\/p>\n

It does not matter if the bike has already been rented outside the flex zone or 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 use my existing nextbike account?<\/h6>

Yes, you can use your existing nextbike account to use WienMobil Rad. Simply scan the QR code on the bike and set off. The WienMobil Rad tariffs apply.<\/p>\n<\/div><\/div>

<\/i>When will I receive my invoices?<\/h6>

Invoices are available for SEPA direct debit only. You can download your invoices after the end of the respective month in your customer account via the website under “Account status”.<\/p>\n<\/div>

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

You can cancel your account in your settings in the app or by logging in to our website.<\/p>\n

Alternatively, you can send us your cancellation by email to support@wienmobilrad.at<\/a> or by post (address in the website footer).<\/p>\n

Any remaining credit will be refunded. Exceptions to this are usually travel credit acquired through loyalty programs or similar. This is not payable.<\/p>\n<\/div>

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

You can reach the WienMobil Rad customer service at +43 1 385 01 89<\/a>, support@wienmobilrad.at<\/a> or via App Support function.<\/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>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 app under support, via the hotline stated in the footer of the system’s website or via support@wienmobilrad.at<\/a>.<\/p>\n<\/div>

<\/i>Do I have to notify changes to my Wiener Linien annual pass number?<\/h6>

The validity of the card number is checked annually and invalid card numbers are deleted.<\/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>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 WienMobil Rad 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 do I return my WienMobil Rad 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 do I return my WienMobil Rad 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 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>

<\/i>Where are the WienMobil Rad stations?<\/h6>

WienMobil Rad brings bike sharing to all 23 districts of Vienna and is therefore available throughout the city. All stations and their current utilization can be viewed digitally in the nextbike app or in the WienMobil app. You can also find a station map with all WienMobil bike locations here<\/a>.<\/p>\n<\/div>

<\/i>Can I ride my bike outside the city limits?<\/h6>

Yes, but the rental must be terminated at a WienMobil bike station and the bike must be properly returned to a WienMobil bike station.<\/p>\n<\/div>

<\/i>Can I also return WienMobil bikes to a nextbike station in Lower Austria?<\/h6>

WienMobil bikes may only be returned to WienMobil bike stations. You may of course ride your WienMobil bike beyond the city limits, but you must return it in Vienna, otherwise additional service fees will be charged.<\/p>\n

Virtual WienMobil Rad stations are set up directly adjacent to existing nextbike Lower Austria stations in Vienna. For example, you can park your nextbike Lower Austria bike in H\u00fctteldorf at the nextbike Lower Austria station and then borrow a WienMobil bike and return it to one of over 200 stations throughout the city.<\/p>\n

Translated with www.DeepL.com\/Translator (free version)<\/p>\n<\/div><\/div>

<\/i>What do I do if a terminal is out of order?<\/h6>

If a terminal is out of order, you can still rent and return bikes at the respective station via the app or our hotline. Please inform our service by app, phone or email about the defect so that we can fix it quickly.<\/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>How does WienMobil Rad work?<\/h6>

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

<\/i>How to avert a 20 \u20ac fine for improper return?<\/h6>

If you have returned a bike improperly, you can avert the usual fee of 20 \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 20\u20ac fine will be waved.<\/p>\n<\/div>

<\/i>Why do I have to pay a 20 \u20ac service fee (even though I returned the bike where I rented it)?<\/h6>

A service fee of at least 20 \u20ac will be charged if a bike is returned outside a flex zone or an official station.<\/p>\n

It does not matter if the bike has already been rented outside the flex zone or off a station. The service fee of the previous user does not cover the misconduct of the next user.<\/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>

<\/i>What should I do in the event of an accident?<\/h6>

In the event of an accident involving third parties or third-party property, you are obliged to inform the police and nextbike immediately.<\/p>\n<\/div>

<\/i>Will there also be WienMobil bike stations in Lower Austria?<\/h6>

No, WienMobil bike stations will only be set up in Vienna.<\/p>\n<\/div>

<\/i>What are virtual WienMobil bike stations?<\/h6>

Virtual stations are visible in the app. At these stations, WienMobil bikes can be locked with the frame lock that ends the rental. Virtual WienMobil bike stations are flexible and can be moved as required. For example, temporary stations can also be set up for events.<\/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>What types of bikes are available from WienMobil Rad?<\/h6>

WienMobil bikes are smart bikes with seven or eight gears and individually adjustable saddles. All bikes are equipped with GPS and a frame lock. There are also at least 50 WienMobil bikes with integrated child seats and 300 e-bikes.<\/p>\n<\/div><\/div>

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

WienMobil Rad has bikes specially equipped with child seats (max. load 20 kg). Simply select the appropriate bike in the nextbike app using the filter symbol on the map under “Bike type”.<\/p>\n

Additional accessories cannot be rented.<\/p>\n<\/div><\/div><\/div>

Tariffs and conditions<\/h3><\/div>
<\/i>How can I cancel subscriptions?<\/h6>

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

Information about renewal and cancellation periods can be found in the conditions of the respective subscription in the Wallet of your app.<\/p>\n<\/div>

<\/i>Do I have to notify changes to my Wiener Linien annual pass number?<\/h6>

The validity of the card number is checked annually and invalid card numbers are deleted.<\/p>\n<\/div><\/div>

<\/i>How do I get my regular customer (“Stammkund*innen”) discount?<\/h6>

After completing registration, Wiener Linien regular customers can link up with the appropriate partner in the app under “Wallet” and travel for 50% less after verification.<\/p>\n

The discount applies to holders of annual season tickets, semester tickets, (Top) youth tickets and climate tickets.<\/p>\n

Holders of Top\/youth tickets will receive a voucher code at all Wiener Linien information and ticket offices on presentation of their ticket. This voucher code can be redeemed in the app under “Vouchers”. The link to the appropriate partner account is created automatically and you travel with the WienMobil Mix fare for regular customers.<\/p>\n<\/div><\/div><\/div>

Other<\/h3><\/div>
<\/i>Who operates WienMobil Rad?<\/h6>

As part of a Europe-wide tender by Wiener Linien, nextbike GmbH was awarded the contract to provide and operate the new bike sharing system under the WienMobil Rad brand. This gives Wiener Linien an experienced partner whose services can be used by customers in over 300 cities worldwide.<\/p>\n<\/div><\/div>

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