FAQ

Frequently Asked Question 

Customer Account

Registration via the app, website or directly at the terminal is free of charge. In addition, it is also possible to register over the phone, in which case a service fee of €3 will be charged. In order to activate your account, we will require either a bank, verified PayPal or credit card transfer in value of €1. Once the payment has been completed via credit card or verified Paypal account, your account will be automatically activated. Should you choose to pay via bank transfer, it may take 2 -4 days (depending on your bank) until your payment reaches us and your account can be activated.

If you wish to cancel your account, please send your cancellation letter via e-mail to kundenservice@nextbike.de, or directly to our postal address: nextbike GmbH, Erich-Zeigner-Allee 69-73, 04229 Leipzig In order to process your cancellation, we will require your complete profile information, which should include your full name, address, and the telephone number linked with your account.

Only one telephone number for each account is permitted.

Debits on my customer account

If your selected payment method is by credit card, the fees of your ride will be generally charged 24 hours after your rental. In case of a direct debit authorization, we will debit your bank account on a monthly basis. Prior to that, we will send a text message to your mobile to let you know when the outstanding charges will be debited.

You can always verify your rides in your customer account. Please log in with your telephone number and the 6-digit PIN code. It is also possible for us to issue an invoice to you upon request. In this case, we request that you please send a message to our customer service.

You can always get in contact with our customer service by phone or e-mail to correct inaccurate calculations.

We will delete all your account details upon cancellation. It is also possible for us to transfer the outstanding amount back to you by request. Otherwise, the credit stays in your customer account and you can use it for your future rides.

Rates and Conditions

The annual rate is only valid for the first bike. All additional bikes will be charged at the standard rate of €1 for every 30 minutes, or a full-day price of €9 for 24 hours.

The annual rate is only valid for rentals within Germany, with the exception of Usedom Rad and the e-bike stations in Schwieberdingen and Bietigheim-Bissingen.

The annual rate is valid for twelve months upon purchase and will be automatically renewed for an additional year if not cancelled in written form four weeks prior to expiration. If you want to cancel your annual rate, please send a short notice via e-mail to kundenservice@nextbike.de or to our postal address (nextbike GmbH, Erich-Zeigner-Allee 69-73, 04229 Leipzig). The cancellation of the annual rate does not imply an automatic cancellation of your customer account. Should you want to have your customer account deleted, please also let us know in written form.

Regional benefits can only be applied within the corresponding transportation network.

Semester tickets are excluded from all regional cooperation benefits.

To receive the reductions in combination with the public transportation ticket, you must first register your subscription number in your customer account.

You will have 30 free minutes per rental per month. The rate will be automatically renewed after 31 days upon purchase. Please note: Right now the monthly tariff is only valid in Leipzig and Wiesbaden.

The monthly rate is only valid for the first bike. All additional bikes will be charged at the standard rate of €1 for every 30 minutes, or a full-day price of €9 for 24 hours.

The monthly rate is valid for 31 days upon purchase and will be automatically renewed for additional 31 days if not cancelled in written form 2 weeks prior to expiration. If you want to cancel your monthly rate, please send a short notice via e-mail to kundenservice@nextbike.de or to our postal address (nextbike GmbH, Erich-Zeigner-Allee 69-73, 04229 Leipzig). The cancellation of the monthly rate does not imply an automatic cancellation of your customer account. Should you want to have your customer account deleted, please also let us know in written form.

Rental system

You can usually best recognize our official stations by the station kiosks and bicycle racks. Some cities consist entirely of "virtual" stations where the bikes are standing freely in public spaces. Generally, you can find all of our stations on our website and through the nextbike app. In case of doubt, please contact our customer service.

It is possible to rent up to four bikes at once under a single account. It can also be arranged to allow up to seven bikes at once in some exceptional cases. Please contact our service center to inquire more information. Requests for larger groups of eight bikers or more can also be scheduled by our team as well.

Because this rental was generated with our app, all corresponding rental information will continue to be provided directly over the app to avoid redundancy. All bikes with a frame lock above the rear wheel do not need a code to open. The lock opens automatically.

Your active nextbike registration makes it possible to rent bicycles within all cities and countries with an existing nextbike bike-sharing system.

You can park your bike en route and safeguard it using the combination lock. The code will be shown on the terminal, or can be told to you through our service hotline. Additionally, we will send you the code via text message (unless the rent has been carried out via app).

Smartbikes with fork locks can be parked by pressing 'P' on the BikeComputer and closing the lock afterwards. Use your lock code to open it again.

ECObikes with frame locks above the rear wheel can be parked by activating the park mode in the app and closing the lock afterwards. You can deactivate the park mode and continue your ride via app. Please note that the lock opens automatically. So do not deactivate the park mode from afar since you cannot close the lock or return the bike again.

Even if a terminal kiosk is out of service, you can still continue renting and returning bikes at the station via our app or service hotline. Please make sure to inform our customer service of any malfunctions by phone or e-mail so we can make sure to take care of it right away.

You are accountable for checking the bike of any possible damages before you start your journey. Please make sure to report any defects to us so that all affected bikes can be decommissioned and repaired as soon as possible.

In the case that you have already started your ride when noticing a defect, such as that the gears or the breaks are not working properly, we kindly ask you to immediately stop your ride and contact our customer service. It is only in this case that we can cancel your ride and register the bike for our repair service. Unfortunately, we can't credit you the fees for any time spent riding a bike with evident malfunctions.

Normally, nextbike does not offer bike accessories. Exception: You can rent juvenile bicycles, helmets or bike trailers at the PLUS stations on the island Usedom.

Return

The bike can only be taken and returned within the same city, otherwise high return fees will incur. Exceptions are the Metropolradruhr region, Usedom, the VRN nextbike area and the e-bike-station area around Stuttgart. Within these mentioned cities, bicycles can be rented in one city and returned at an official station in another.

If all bike racks are full, you can just leave the bike next to the station and check out the bike by phone or via app. The bike has to be locked using the combination lock. If there is another bike already parked next to the station, you can lock your bike with the lock of the other bike.

Please check if the bike has been positioned correctly into the slot. If the station is still not relaying any signal, please proceed to checking out the bike with the app, or through or service hotline.

In some cities bikes can be returned within a flex zone. Here you don't have to return your bike at an official station but on every public street. 

Colour-coded areas on the location maps mark the flex zones. You can find them among other cities in Cologne, Berlin, Leipzig and Dresden. Please check your position before returning your bike. If you are outside the flex zone and not at an official station a service fee applies. 

Some bikes are equipped with BikeComputers and will be returned via that only. Simply close the lock and press "OK". The BikeComputer will confirm the return. In case the return was not successful after all our customer service is always happy to stop the rental for you and adjust the fees: +49 (0) 30 69205046.

Return your bike to an official station or within the flex zone and close the lock above the rear wheel by pressing down the little lever. The bike will be returned automatically. Refresh your app to make sure the return was successful.

The spoke might be in the way. Move the wheel a few centimeters to make space for the lock.

Willkommen bei nextbike