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FAQ

Accidents and incidents

The app won’t let me end my ride?

The app won’t let me end my ride?

Sometimes, the bike won’t connect when you’re trying to end a ride. In most cases, the reason for the problem lays in connection issues or bad reception/signal. To make it work, it’s usually enough to:
• Make sure that you’re standing right next to the bike;
• Move the bike around a bit and give it another go;
• Reboot the app;
• Turn your Bluetooth off and on again;
• Make sure that your app is updated (yes, sometimes it’s the cause of problems with ending a ride!).
If none of these hacks work, contact our support. We’ll end the ride for you! ❤️
help@guestbike.com

Am I insured when I ride a Guestbike or do I need to get my own insurance?

In Sweden, Guestbike bikes are classified as bicycles. This means they don’t have any Motor Third-Party Insurance (Swedish: Trafikförsäkring). If you get hurt on a Guestbike, your own insurance ought to cover your costs. Call your insurance company to learn what your insurance policy covers.
 

App and account issues

I didn’t receive an SMS with a verification code

To help us verify your identity and ensure the security of your account, we send a text message (SMS) to your phone number. If you haven’t received the code after entering a phone number, please do the following:
Restart your phone to refresh the device’s carrier connection.
Type your phone number again.
Double-check that the country code and the phone number are correct.
For example, +46 for Sweden, +41 Switzerland, +33 France.
Click “GET CODE” again.
If you still don’t receive the code, please contact your mobile operator regarding the possible reasons for not receiving the SMS verification code and they will assist you.

I can’t connect to the bike?

Check the following:
Is the bike on the Guestbike Map?
Have you turned on Bluetooth and 4G?
Do you have the latest version of the Guestbike app and phone software?
Is there enough money on your payment method?
Close and restart the app.

Solution: If the QR code is not reading, then try selecting the bikes icon on the Guestbike map and try reserving it. If nothing works try finding another bike.

 

How do you handle my Guestbike user data?

Your data and privacy are super important. We wouldn’t want our data to be sold or shared with third parties either. We handle your data in line with the European Union’s General Data Protection Regulation (GDPR) which means that you’re safe.
You can read more about how we handle our users’ data in our privacy policy.

How do I delete my Guestbike account?

We believe in protecting your data, so we make it possible to delete your account. Just delete the app to wipe your info and data from our server.

Am I insured when I ride a Guestbike or do I need to get my own insurance?

In Sweden, Guestbike bikes are classified as bicycles. This means they don’t have any Motor Third-Party Insurance (Swedish: Trafikförsäkring). If you get hurt on a Guestbike, your own insurance ought to cover your costs. Call your insurance company to learn what your insurance policy covers.
 

Can I rent more than one bike through the same Guestbike account?

Right now, there is no option in the app to rent multiple bikes using one Guestbike account. Each person needs to have a registered profile in order to unlock a bike. Although, it is not forbidden to use the same payment method for more than one app.
Important: We strongly advise to share payment information only with people you trust. In the future, we plan to have the option for you to rent 3 bikes on one account so the whole family can cruise with ease.

How do I get in contact with support?

Support is available to help you anytime.
How to get in touch with us?
Email us at help@guestbikes.com
Guestbike Support will get back to you within 24 hours

I unlocked a bike and it didn’t work. But I was charged anyway! How do I get a refund?

If the bike didn’t work and you paid for it, please get in touch with our support and include a brief description and photos of what happened. Magic agents are waiting to help your adventure!
help@guestbike.com

Misc.

I found a damaged bike on the street. Can I report this?

If you have found a damaged bike, please contact our support immediately and provide them with an exact address and, even better, the bike number located below the QR code. In addition to this, you can also take pictures or screenshots of the location if needed. This way, we can locate the bike and have a technician pick it up as quickly as possible.

Contact us: help@guestbike.com

How environmentally friendly is Guestbike?

Sustainability is at the heart of everything we do. Our bikes are a far superior way to get around in cities and towns than cars and other carbon emitting vehicles. We use the same type of batteries that Tesla and other electric car makers use: lithium-ion batteries. Lithium harms the environment far less than nickel or lead batteries do. And they last much longer. Lithium-ion battery recycling is also far friendlier to the environment.
 

How do I get in contact with support?

Support is available to help you anytime.
How to get in touch with us?
Email us at help@guestbikes.com
Guestbike Support will get back to you within 24 hours

Operating the bike

When I try to end my ride, it says that I’m in a No Parking Zone. What should I do?

Bikes have to be parked within parking zone represented in the Guestbike map as a red geofence.

Sometimes, the bike won’t connect when you’re trying to end a ride. In most cases, the reason for the problem lays in connection issues or bad reception/signal. To make it work, it’s usually enough to:

  • Make sure that you’re standing right next to the bike;
  • Move the bike around a couple meters and give it another go;
  • Reboot the app;
  • Turn your Bluetooth off and on again;

Ending the ride outside of the parking zone may result in a penalty fee.
If you’re having problems, don’t worry! Tell us the bike number (located under the QR code) and give us a brief description of what happened. Magic agents are waiting to help you. Help@guestbike.com

The Guestbike isn’t where the map says it should be

Sometimes, bikes hide some 50-100 meters from the map location. GPS signals aren’t super exact. Have another look around. Somebody might have tried to ride it without unlocking it. Or even stored it inside a building. If you really can’t find it, please mark it as missing in the app and locate another bike.  

I used a Guestbike that seems damaged. What can I do?

Contact support and tell us what happened. Your safety is our number one priority, and we want all bikes and riders to be in excellent condition.
help@guestbike.com

I can’t connect to the bike?

Check the following:
Is the bike on the Guestbike Map?
Have you turned on Bluetooth and 4G?
Do you have the latest version of the Guestbike app and phone software?
Is there enough money on your payment method?
Close and restart the app.

Solution: If the QR code is not reading, then try selecting the bikes icon on the Guestbike map and try reserving it. If nothing works try finding another bike.

 

I was on a ride and my phone ran out of battery. Now what?

Please, ensure you have enough battery before you start the ride! If you ran out of battery while riding a Guestbike, the bike will be considered abandoned and you may be charged a fee. Please, contact support for further help. 😊
help@guestbike.com

Do I need a driving license to ride Guestbike?

No, Guestbike is an assisted pedalling bike that does not exceed 25 km/h. However, we do not allow minors to use our bikes without parental guidance. If you have further questions, please reach out to us at help@guestbike.com and we will be happy to help!

Do I have to wear a helmet when riding a Guestbike?

You are not legally required to wear a helmet, but all smart people do it anyway. Here is the math. A helmet makes you look awesome because it shows that you are smart. So we definitely recommend you wear a helmet when you ride bikes. During the winter bring your ski helmet to protect your head and keep your ears warm.

Is there an age limit to riding a Guestbike?

Yes. You need to be at least 18 years, unless you are accompanied by a parent.
 

Is there a weight limit on the bike?

The weight limit for riding a Guestbike is 150 kg. Keep in mind that the maximum weight includes all the items that you are carrying on your Guestbike, such as a backpack, shopping bag, or skis.

How many can ride a Guestbike?

Just one at a time. Never ride a bike together with someone else. It’s super dangerous and you can really hurt yourself. Your loved ones will worry – just keep yourself and everyone else safe, alright?

How long and where can I ride?

You’re basically free to ride as long as you want until the bike runs out of battery.
Use bike lanes and stay out of the way of cars and pedestrians. Be careful with speed when you’re around others. Obey traffic laws and wear a helmet to keep your pretty head safe. When you’re done, park your Guestbike at one of our many docking stations.
 

How do I park my Guestbike?

Your Guestbike can be parked at various hotels, shopping centers, and activity centers. Just use your app to find a suitable location to park. (inside the red geofence on the map).
 
Guestbike loves roaming free. So please don’t bring them inside. The whole idea of Guestbike is to share it with your friends, so it’s not very friendly to keep it all for yourself.
 

The Guestbike shut down during my ride?

If a bike slowed down and stopped during the ride, it’s most likely because it ran out of battery. Our best advice for you here is to check the battery level before you start a long ride (planning is always a good solution!).

You can check the battery level by turning on the LCD control pad on the handelbars So, if a bike has less than 3 bars on the LED screen and you’re planning a long adventure, try looking for a bike with a full 5 bars.

Solution: Bring bike back to a parking area to end the ride and locate another bike with a full battery.

Payment

How much does it cost to ride a Guestbike?

The current rate in Åre Sweden is 2.5kr/min (150kr/hour).

The cost of riding a Guestbike depends on a few factors. Information regarding the prices is available to our users directly in the Guestbike app. You can simply click on a bike on the map in order to check the current price of riding in your city. Our goal is to keep our services affordable so that everyone is able to access our environmentally friendly transportation solution. 👍

Support told me I’m supposed to get a refund. When can I expect it?

Processing time for a refund depends on a specific bank but usually, it takes 5 to 10 business days for the money to be back in your account.

Can I get a receipt for my ride?

You’re able to access the receipts for your Guestbike rides directly in the app or check your email inbox!
All you need to do is to open the menu in the Guestbike app, tap “Ride History” and tap the ride you would like to have a receipt for. You will also receive an end of ride receipt after each ride to your registered email inbox.

What payment methods can I use?

Paying for Guestbike has never been easier.

After signing in, you need to add a payment method to your account. To do that, open your profile in the app, click on the payment method, and choose the option that fits you best. You can choose from Mastercard, Visa, or American Express.

Can I rent more than one bike through the same Guestbike account?

Right now, there is no option in the app to rent multiple bikes using one Guestbike account. Each person needs to have a registered profile in order to unlock a bike. Although, it is not forbidden to use the same payment method for more than one app.
Important: We strongly advise to share payment information only with people you trust. In the future, we plan to have the option for you to rent 3 bikes on one account so the whole family can cruise with ease.

Safety

Do I have to wear a helmet when riding a Guestbike?

You are not legally required to wear a helmet, but all smart people do it anyway. Here is the math. A helmet makes you look awesome because it shows that you are smart. So we definitely recommend you wear a helmet when you ride bikes. During the winter bring your ski helmet to protect your head and keep your ears warm.

Is there an age limit to riding a Guestbike?

Yes. You need to be at least 18 years, unless you are accompanied by a parent.
 

Is there a weight limit on the bike?

The weight limit for riding a Guestbike is 150 kg. Keep in mind that the maximum weight includes all the items that you are carrying on your Guestbike, such as a backpack, shopping bag, or skis.

How many can ride a Guestbike?

Just one at a time. Never ride a bike together with someone else. It’s super dangerous and you can really hurt yourself. Your loved ones will worry – just keep yourself and everyone else safe, alright?

Which traffic rules should I follow?

Bicycle rules rule!
Use bike lanes.
Stay out of the way of pedestrians and cars.
Control your speed.
Obey traffic laws.
Use your hands to signal others.
Be smart and wear a helmet. Helmets protect your head, and here is where the essence of your genius lives.
No riding drunk or under the effect of other substances. This violates the Guestbike Terms of Use as well as most local European laws. Ride safe!