{"id":39,"date":"2022-08-11T12:13:22","date_gmt":"2022-08-11T10:13:22","guid":{"rendered":"https:\/\/nextbike-live.pluspol-networks.de\/bicimislata\/faq\/"},"modified":"2024-01-03T14:43:49","modified_gmt":"2024-01-03T13:43:49","slug":"faq","status":"publish","type":"page","link":"https:\/\/www.biciarteixo.com\/en\/faq\/","title":{"rendered":"Frequently asked questions"},"content":{"rendered":"

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\n Frequently Asked Questions <\/h1>\n
\n You want to learn more? Find the most frequent questions about biciArteixo 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 biciArteixo work?<\/h6>

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

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

You can reach the biciArteixo customer service at +34 638271990<\/a>, biciarteixo@sumarte.gal<\/a> or via App Support function.<\/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 biciArteixo 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>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 biciarteixo@sumarte.gal<\/a>.<\/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

Please note that your PayPal account must be verified. More information can be found on PayPal.<\/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><\/div><\/div>

Customer account<\/h3><\/div>
<\/i>Why doesn’t my account remember my PayPal details?<\/h6>

Your PayPal account is probably not verified. For more information please visit PayPal.<\/p>\n<\/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 biciarteixo@sumarte.gal<\/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 do I pay for biciArteixo, 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><\/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 biciarteixo@sumarte.gal<\/a>. Send the email from the email address you use for your account.<\/p>\n<\/div>

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

You can reach the biciArteixo customer service at +34 638271990<\/a>, biciarteixo@sumarte.gal<\/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 biciarteixo@sumarte.gal<\/a>.<\/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>Can I rent biciArteixo 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>How does biciArteixo work?<\/h6>

Register easily and for free via app or website. Bikes can be rented via the nextbike app or the hotline.<\/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 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 biciArteixo 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 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>What bike types does biciArteixo offer?<\/h6>

Nextbike has different types of bicycles depending on the city where the service is available. The fleet of bicycles of the biciArteixo service includes both conventional bicycles and electric bicycles with pedal assistance. Specifically, the e-SMARTbike 2.0 model, which offers the facility to maneuver easily and safely, maintaining control of the bicycle, in an urban environment, and has a central motor located in the lowest position of the bicycle. Thanks to this configuration, when the user uses the bicycle, a low center of gravity is configured that makes the body position more vertical, which ensures that the user feels safe during the journey and improves his\/her riding experience and maneuverability, especially in curves and more complicated terrain. This helps to improve your overall riding experience, as the weight is better distributed across the bike.<\/p>\n<\/div><\/div>

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

As a rule, nextbike and its subbrands like biciArteixo 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><\/div>

Tariffs and conditions<\/h3><\/div>
<\/i>How much does biciArteixo cost and what tariffs are available?<\/h6>

Depending on the system, available tariffs and prices may differ. Usually, we offer a monthly and annual subscription in addition to the basic rate. In many cities, there are also special conditions for public transport subscribers and students. Which tariffs are available, can be read on the respective website of the system. If you don’t know the system’s website, please use the location search.<\/p>\n

Our monthly subscription usually prolong automatically and can be cancelled any time via app. Annual subscriptions do not prolong automatically (in Germany).<\/p>\n

Subscriptions usually apply only to the first bike, should several bikes be rented at the same time. You can also find information about this on the website of the respective system.<\/p>\n<\/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 students receive discounts?<\/h6>

We cooperate with many universities and high schools via CAMPUSbike in order to provide students with a free ride contingent. This information can be found on the website of the respective system under CAMPUSbike. If there is no CAMPUSbike page, there is also no cooperation with local universities.<\/span><\/p>\n<\/div><\/div>

<\/i>How do I link my biciArteixo account with a partner to benefit from special conditions? Where does the discount apply?<\/h6>

Link a partner in your app under ‘Wallet’. Unless stated otherwise, 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. Detailed conditions can be found on the pricing, CAMPUSbike or partner page of the respective website of the system. If you don’t know the system’s website, please use the location search.<\/p>\n<\/div>

<\/i>How can I benefit from special conditions through cooperation?<\/h6>

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. How exactly a link is made can be read on the pricing, CAMPUSbike or partner page of the respective website of the system. If you don’t know the system’s website, please use the location search.<\/p>\n<\/div><\/div><\/div>

Customer Account<\/h3><\/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><\/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

Please note that your PayPal account must be verified. More information can be found on PayPal.<\/p>\n<\/div><\/div><\/div>

Rent, park & return<\/h3><\/div>
<\/i>Can I rent several bikes parallely with one customer account?<\/h6>

In some systems, you can rent up to four bikes at a time using one customer account. In those cases, booked tariffs and special conditions usually only apply to the first bike. In others, such as the biciArteixo service, you can only rent a bicycle with your customer account.<\/p>\n<\/div>

<\/i>What happens if I return my bike away from stations?<\/h6>

If you return your bike without permission, the service manager reserves the right to charge a fee. <\/p>\n<\/div><\/div>

<\/i>Can I park my bike during the rental?<\/h6>

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

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.<\/p>\n

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

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

Place the bike at an official station of the respective system and lock it.<\/p>\n

Use an app to check whether the return was successful and inform customer service immediately if this is not the case.<\/p>\n<\/div><\/div><\/div>

Tariffs & conditions<\/h3><\/div>
<\/i>What conditions do I get from the daily\/weekly\/monthly or annual rate?<\/h6>

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\u2019t know the system\u2019s website, please use the location search.<\/p>\n<\/div><\/div>

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