How do I register an account?
Start by downloading the "Big Issue eBikes" app on your phone.
Open the app and follow the instructions. Select the city and price plan. You can change your price plan at any time.
Before your first rent, please make sure you have entered your payment method. No money is taken from your card until your first rent is activated.
Can I rent several bikes on the same account?
Unfortunately, for the time being this is not possible. You can only have one bike per account and, in turn, only one phone number can be linked per account.
How do I find a bicycle?
You can find a bicycle by using the map view within the app. Alternatively, the app can guide you to the nearest bike from the dashboard using the ´Locate bike´ feature that directs you to it, assisted by Google Maps.
How do I start a rent?
Simply scan the QR code located on the handlebar or rear mudguard by using the in-app scan button.
How does the electric bike work?
As soon as you start pedalling, you will feel the electric assistance kicking in. Lights turn on automatically and turn off automatically when a rent is ended or when the bike is standing still for 10min.
How fast is the electric bike?
The motor on the bikes assists up to 15.5 mph. It is of course possible to cycle faster, but this would be unassisted.
Should I wear a helmet?
We encourage users to put their health and safety first and wear a helmet when renting.
My bike locked itself, how do I unlock it?
The bikes lock themselves after 10 minutes of inactivity, and become “temporarily locked”. The rent is however still active and you can unlock it from the app dashboard.
My bicycle has been stolen, what should I do?
Please report the problem immediately by contacting customer service by phone or email. Theft must be reported to the police and as a patron, this is your responsibility. Normally, there will also be a replacement amount charged to you. Read more about this in the Terms.
What should I do if I have an accident?
In case of an accident, please report to customer support and state how the incident occurred, what is damaged and where the bicycle is parked in order for us to pick it up. In case of any personal injury or third-party involvement, this needs to be settled between the renter and other parties directly.
How old do I have to be in order to rent a bike?
This depends on the local regulation set by law and the system owner. Usually, you need to be 18 years of age or more to formally enter a rental contract. Please refer to the local terms and conditions.
How can I update my profile details?
You can update your details in the app by tapping the profile icon bottom right and "Personal details". You can tap on your initials/profile picture to upload/edit your profile picture. Additionally, you can tap on the pencil to edit your residential address and email.
To change your name, you should contact customer service by phone or email. Unfortunately, it is not possible to change your phone number.
When editing your email address, make sure you enter the correct one. Important information goes out by mail, and if you report an issue to us (etc regarding a refund), we will contact you on the mail you have registered. If the mail is incorrect, we will be unable to assist you. Once your email is changed, you will be signed out of the app automatically and must log in again.
The app tells me the bike is offline. What should I do?
If a bike goes offline, it can no longer communicate with the app. This can be due to an empty battery or bad mobile/broadband signal. Please try renting another bike and if you face further issues, please contact support.
I cannot end my rent, what should I do?
If you are having issues ending your rent, it might be because you are outside one of the designated parking areas. The areas are visible from within the app, in the “map view” page.
If you are within one of the areas, and still cannot end the rent, please contact customer service for assistance. Never leave your bike unattended or unlocked, as you still are responsible for the bike until the rent has ended (see rent status in the app). In case you cannot end the rent, you need to notify customer service immediately by phone, email or using the in-app ´report a problem´ feature.
What is the loading weight for the bikes?
The loading weight is currently 100 kg and 5 kg for the basket.
What is new with this system?
Being electrical and not bound to docking stations, our system offers dynamic distribution and takes up a minimum amount of space in the street. The battery capacity is more than enough for any travel distance within the city. Besides the comfort and fantastic user experience of electrical bikes, our most special feature is that of social inclusion. We involve and create jobs for the vulnerable and have a true social impact on society. By registering, you will not only be choosing healthy and fun transport, but you will also be biking for good.
Why do you not use docking stations?
By not being based on docking stations we can provide dynamic distribution and see many advantages with that, such as better availability, less use of street space and faster rollout. Not least, dockless systems are cheaper, so you get more bikes for the same amount of investment.
Will dockless systems cause unwanted parking?
Many dockless systems have caused unwanted parking due to their “free-float” nature. Big Issue eBikes uses virtual geofencing that does not allow renters to end their rides outside of designated parking spots. This ensures proper parking and will make it economically inconvenient to park outside said areas. In addition, we will also have our balancing crew looking after our bicycles every day to avoid irregularities.
What is the advantage of an electric bike compared to a regular one?
The biggest difference between pedal assist or electric bikes and normal bikes is the length of an average trip. Commonly, an electric sharing bike ride measures 3 miles which is substantially more than normal bike rides. Needless to say, eBikes make uphill biking a breeze and ultimately will make it more attractive to choose the bike over the car!
Who is behind the Big Issue eBikes?
Big Issue eBikes is a result of a cooperation between The Big Issue Group and ShareBike, a Norwegian mobility company with more than 20 years of experience within micro-mobility.
Both organisations will be calling on councils and local businesses to take up the scheme in order to provide ethical and sustainable ways for people to travel and support unemployed or marginalised people back into skilled work.
The Big Issue eBikes’ employees will be paid a living wage and supported with access to services and support to improve their lives. The schemes will also improve the environmental credentials of many towns and cities across the UK, encouraging people to cycle, rather than drive.
What about COVID-19?
Biking makes it much easier to keep socially distanced, compared to sitting on a bus or a train. However, as with all types of public transport, it is your responsibility to protect yourself and to follow any current government recommendations and guidelines related to COVID-19 when using the bicycles.