FAQ

Frequently Asked Questions  

 

Registration  |  User AccountRent, park and returnOur bikesTariffs and conditions

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Register easily and for free via app or website. Bikes can be rented via the Nextbike app.

Nextbike operats bike sharing schemes in over 200 cities world wide. You can use almost all systems with only one account. No need to register again. However, the process of rent and return as well as regulations may vary. The specific systems' websites for each city explain which renting channels are available and how the rental works in this city. If you don't know the system's website, please use the location search.

Bikes in San Luis Potosi can be returned at official stations or on any public road within the flex zone. On the location map in your Nextbike app you can easily see where the next station is or where the flex zone ends.

Return options may vary in other Nextbike schemes. Please use the location search to find all information about Nextbike in another city.

Place the bike at an official station or on a public road within the flex zone of San Luis Potosi and push down the lever of the FrameLock. The bike is automatically returned.

Please use an app to check whether the return was successful and inform customer service immediately if this is not the case.

The return process differs depending on the bike type and system type. Please use the location search to find all information about Nextbike in another city.

 

In other cities prices for Nextbike may vary. Find the local prices at the specific systems' websites for each city. If you don't know the system's website, please use the location search.

 

You can reach the customer service of YOY by email or hotline: atencionaclientes@yoymobility.com or +525588694840.

In general, the contact information for our customer service can be found in the footer of each website of the system. If you don't know the system's website, please use the location search.

 

Please contact our customer service by app feedback, 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: +525588694840 or atencionaclientes@yoymobility.com

nextbike is available in over 200 cities and more than 26 countries on four continents, including Berlin, Warsaw, Budapest, Glasgow and Riga. You can find a complete overview of nextbike's locations at nextbike.de/locations.

Please report failed returns immediately to our customer service via the hotline at+525588694840 or write us an email to atencionaclientes@yoymobility.com and have the bike number, the parking location and the actual use time ready. Our customer service will end the rental for you and adjust the rental fees accordingly.

A service fee of at least $ 500.00 will be charged if a bike is returned outside a flex zone or an official station. If the bike is returned outside a flex zone, we charge a service fee of $ 500.00 plus $ 5.00 per km from the flex zone border.

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.

Todas las respuestas a tus preguntas

Registration

You can sign up with YOY via the app or website. 

Registered once, you can rent bikes in almost all cities in which Nextbike operates bike sharing schemes, using just one customer account.

You want to know, where else you can rent bikes? Check out the location search.

To activate your customer account, you need to deposit a credit of $10.00. This is for verification purposes of your means of payment only. You can transfer the deposit, pay via PayPal or debit it from your credit card and use it later as starting credit.

After successful debiting via credit card or verified Paypal account, your customer account will be activated immediately.

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

To verify your payment method and to activate your account, your bank account will be debited with $10.00. However, this is not a registration fee, but can be used as your starting credit.

 

Customer account

You can easily change your phone number in your customer account on our website. Log in, click on "User Settings" and enter your new mobile phone number. Click on "Save changes". This function is not available in the app. Per customer account only one mobile phone number can be used.

You can easily cancel your account in your customer account via the website. Log in and click on "Close account".

Remaining credit will be automatically refunded. Exceptions are loyalty programs or similar. This is not payable.

 

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 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.

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. 

You can reach the customer service of YOY by hotline or email:5588-694840 or atencionaclientes@yoymobility.com

In general, the contact information for our customer service can be found in the footer of each website of the system. If you don't know the system's website, please use the location search.

Please contact our customer service by app feedback, 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 

If the incorrect charge relates to a bike not rented within the YOY scheme but within another Nextbike scheme, please contact the local customer service.

In general, the contact information for our customer service can be found in the footer of each website of the system. If you don't know the system's website, please use the location search.

A service fee of at least $500.00 will be charged if a bike is returned outside a flex zone or an official station. 

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.

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.

Your PayPal account is probably not verified. For more information please visit PayPal.

You can download your invoices after the end of the respective month in your customer account via the website under "Account status".

Rent, park and return

Bikes in San Luis Potosi can be returned at official stations or on any public road within the flex zone. On the location map in your Nextbike app you can easily see where the next station is or where the flex zone ends.

Return options may vary in other Nextbike schemes. Please use the location search to find all information about Nextbike in another city.

Place the bike at an official station or on a public road within the flex zone of San Luis Potosi and push down the lever of the FrameLock. The bike is automatically returned.

Please use an app to check whether the return was successful and inform customer service immediately if this is not the case.

The return process differs depending on the bike type and system type. Please use the location search to find all information about Nextbike in another city.

Yes, bikes can alternatively be rented and returned via the hotline.

Bikes of other Nextbike schemes may also be rented via terminal or BikeComputers.

Yes, you can.

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 as the lock will open and you won't be able to close it. Others are then able to use this bike while it's still being rented by you. 

All stations are marked with large markers on the map in the app or on the website (the small markers mark individual bikes).

In some cities there are also station signs, terminals or bicycle stands at the marked places.

A flexzone is a defined area, usually in the city centre, where the bikes can be flexibly returned on any public road. It is colour-coded on the map in the app and on the website. Whether a city has a flex zone can be read on the respective website of the system. If you don't know the system's website, please use the location search.

Please always return your bike so that it is clearly visible to other users, does not obstruct anyone and keeps paths and exits clear. Parking on private grounds, in green areas or in backyards is generally prohibited. Please lock the bike to itself and do not use public bicycle racks or the like. 

The bike can only be returned in the city where you rented it, otherwise a return fee applies. 

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

If you return your bike without permission, a service fee of at least $500.00 will be charged.

Please report failed returns immediately to our customer service via the hotline at 5588-694840 and have the bike number, the parking location and the actual use time ready. Our customer service will end the rental for you and adjust the rental fees accordingly.

With your YOY account you can use almost all nextbike affiliated bike sharing systems worldwide. However, for some systems a second registration in the respective system might be necessary. This applies to the MVG-Rad Munich, VAG_Rad Nuremberg, Mol Bubi Budapest / Hungary, Sitycleta / Las Palmas de Gran Canaria and Bilbaobizi in Bilbao / Spain. In some systems, bikes can be rented without re-registration, but only via the local app. This applies to Veturilo Warsaw / Poland and VAG_Rad Nuremberg, among others.

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. 

Defects can easily be reported to our customer service via the feedback function of the app, hotline or e-mail. 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.

Our bikes

The maximum load of our bikes and e-bikes is 100 kg, of which a maximum of 15 kg may be transported in the basket.

The maximum load of our cargobikes is 200 kg, of which a maximum of 80 kg may be transported in the transport box.

As a rule, neither YOY nor nextbike 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.

Tariffs and conditions

 In other cities prices for Nextbike may vary. Find the local prices at the specific systems' websites for each city. If you don't know the system's website, please use the location search.

Normally, the first 30 minutes per rental are included. Each additional half hour is charged at the basic rate. The free minutes are normally only valid for the first bike if several bikes are rented at the same time. The area of validity of the tariffs may vary. The annual and monthly rate is usually only valid in the city in which it was booked. Prices, area of validity and information about the possible automatic extension of the tariffs can be found on the respective website of the system. If you don't know the system's website, please use the location search.

Tariffs that don't prolongue automatically do not have to be cancelled. Tariffs with automatic renewal can be cancelled in due course by app or email.

Links to partners in order to take advantage of special conditions can either be made via the partner selection in the customer account or by registering with a specific email address such as the university email address or a work email address.

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.

How exactly a link is made can be read on the pricing or partner page of the respective website of the system. If you don't know the system's website, please use the location search.