{"id":39,"date":"2022-08-11T12:13:22","date_gmt":"2022-08-11T10:13:22","guid":{"rendered":"https:\/\/nextbike-live.pluspol-networks.de\/tusbic\/faq\/"},"modified":"2025-03-26T16:02:39","modified_gmt":"2025-03-26T15:02:39","slug":"faq","status":"publish","type":"page","link":"https:\/\/www.alsa-nextbike.es\/leon\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"

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\n Frequently Asked Questions <\/h1>\n
\n You want to learn more? Find the most frequent questions about Alsa nextbike 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 Alsa nextbike 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 Alsa nextbike customer service at +34 987 320 165<\/a>, info@alsa-nextbike.es<\/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>

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

To activate your customer account, you need to deposit a credit of 1 \u20ac. This is for verification purposes of your means of payment only. You can debit it from your credit card and use it later as starting credit.<\/span><\/p>\n

After successful debiting via credit card, your customer account will be activated immediately. You can find all prices in the website.<\/p>\n<\/div><\/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>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 info@alsa-nextbike.es<\/a>.<\/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>

There are two types of penalties.<\/p>\n

1) If a bike is returned outside an official station, a service fee of at least \u20ac20 will be charged.
\nIt does not matter if the bike has already been rented outside the station. The service fee of the previous user does not cover the misconduct of the next user.<\/p>\n

2) E-bikes must be returned to charging docks at multimodal stations. A penalty of \u20ac20 will apply if they are returned to mechanical stations.<\/span><\/p>\n<\/div>

<\/i>How can I register?<\/h6>

You can sign up via app or website. Those users who, due to their special conditions, cannot register themselves through the aforementioned means and require personal assistance, can call +34 987875242 from Monday to Friday from 9:00 to 14:00 where they will be given an appointment to be assisted.<\/span><\/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 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 info@alsa-nextbike.es<\/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 Alsa nextbike customer service at +34 987 320 165<\/a>, info@alsa-nextbike.es<\/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>When will I receive my invoices?<\/h6>

You can download your invoices after the end of the respective month in your customer account via the website under \u201cAccount status\u201d.<\/span><\/p>\n<\/div><\/div>

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

To change your phone number, please contact our customer service at info@alsa-nextbike.es<\/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 Alsa nextbike, 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>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 info@alsa-nextbike.es<\/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 Alsa nextbike 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 Alsa nextbike 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>

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

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

If you return your bike without permission, a service fee of at least \u20ac20 will be charged. <\/span><\/p>\n<\/div>

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

Please find the right docking station for your bike type at any official station in Le\u00f3n.
\nClose the lock by pressing down the lever. In case the station is full, please place your bike next to the stands and close the lock.
\nIn all cases, use the app to check if the return was successful and immediately inform customer service if it was not.<\/span><\/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 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 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>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>Can I park my bike during the rental?<\/h6>

Yes, you can.
\nActivate 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.<\/span><\/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>

There are two types of penalties.<\/p>\n

1) If a bike is returned outside an official station, a service fee of at least \u20ac20 will be charged.
\nIt does not matter if the bike has already been rented outside the station. The service fee of the previous user does not cover the misconduct of the next user.<\/p>\n

2) E-bikes must be returned to charging docks at multimodal stations. A penalty of \u20ac20 will apply if they are returned to mechanical stations.<\/span><\/p>\n<\/div>

<\/i>Where can I return my bike?<\/h6>

Bikes in Le\u00f3n have to be returned to one of the official stations. Check your app for the nearest station.<\/p>\n

Please note that E-bikes have to be pushed into a charging dock in one of the multimodal stations, which are marked as such. If no charging dock is free, place the bike next to it and lock it.<\/p>\n

Returning bikes away from official stations within Le\u00f3n is not allowed. A service fee of 20 \u20ac will apply.<\/p>\n

<\/span><\/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 Alsa-nextbike Le\u00f3n offer?<\/h6>

Nextbike has different types of bicycles depending on the city where the service is available.<\/p>\n

The fleet of bicycles of the nextbike Le\u00f3n 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.<\/span><\/p>\n<\/div><\/div>

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

As a rule, nextbike and its subbrands like Alsa nextbike 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 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>

<\/i>How do I get the reduced annual subscription for Le\u00f3n residents?<\/h6>

This tariff has to be booked at the Municipal Transportation Office. Those interested must identify themselves as registered in the municipality of Le\u00f3n by showing a valid passport\/identity card at the Municipal Transportation Office. It is NOT necessary to present the Certificate of Registration. For minors please check information in the U18 section<\/a>.<\/span><\/p>\n<\/div><\/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>

<\/i>What conditions do I get from the available rates?<\/h6>

Pedal bike subscriptions include the first 60 minutes per rental at no extra charges. After 60 minutes a reduced basic rate of 0,50 \u20ac \/ additional 15 minutes and max. 10 \u20ac \/ 24h per rental applies.<\/p>\n

Combined subscriptions include a reduced rate per use for e-bikes and 30 minutes free for pedal bikes per use.<\/p>\n

The free minutes are only valid for the first bike if several bikes are rented at the same time.<\/p>\n

The tariffs of nextbike Le\u00f3n apply in Le\u00f3n only. In other nextbike schemes the local tariffs apply.<\/p>\n

You can check further details of the available rates in the pricing section of this website or in the nextbike APP wallet.<\/span><\/p>\n<\/div>

<\/i>How much does Alsa nextbike cost and what tariffs are available?<\/h6>

Alsa-nextbike Le\u00f3n offers different rates for mechanical bicycles, ranging from a basic rate without a subscription, to a one-time, weekly, monthly and annual subscription.<\/p>\n

It also offers different rates for electric bicycles, ranging from a basic rate as a fee for use of the system and combined subscriptions (monthly and annual), which offer benefits for both electric and mechanical bicycles.<\/p>\n

The rates usually apply only to the first bicycle, in case several bicycles are rented at the same time.<\/p>\n

You can check further details of the available rates in the pricing section of this website or in the nextbike APP wallet.<\/span><\/p>\n<\/div><\/div><\/div>

Registration<\/h3><\/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.
\nYou can find all prices in the website.<\/span><\/p>\n<\/div>

<\/i>How can I register?<\/h6>

You can sign up via app or website. Those users who, due to their special conditions, cannot register themselves through the aforementioned means and require personal assistance, can call +34 987875242 from Monday to Friday from 9:00 to 14:00 where they will be given an appointment to be assisted.<\/span><\/p>\n<\/div><\/div>

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

To activate your customer account, you need to deposit a credit of 1 \u20ac. This is for verification purposes of your means of payment only. You can debit it from your credit card and use it later as starting credit.<\/span><\/p>\n

After successful debiting via credit card, your customer account will be activated immediately. You can find all prices in the website.<\/p>\n<\/div><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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