{"id":39,"date":"2022-08-11T12:13:22","date_gmt":"2022-08-11T10:13:22","guid":{"rendered":"https:\/\/nextbike-live.pluspol-networks.de\/bergamo\/faq\/"},"modified":"2022-08-11T15:54:56","modified_gmt":"2022-08-11T13:54:56","slug":"faq","status":"publish","type":"page","link":"https:\/\/www.nextbike.it\/bergamo\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"

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\n Frequently Asked Questions <\/h1>\n
\n Would you like to find out more? Here you will find the most frequently asked questions and suitable answers about La BiGi Bergamo and nextbike. <\/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 La BiGi work?<\/h6>

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

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

Depending on the system, bikes can be returned at official stations or within a Flexzone, in a clearly visible spot on any public street. On the location map in your nextbike app, you can easily see where the nearest station is or how far the Flexzone extends.<\/p>\n

You can find out whether the system uses a flex zone or only stations on the system\u2019s respective website. If you\u2019re unsure, please use the location search at the top of the website.<\/p>\n

Bikes may only be returned to the system from which they were rented. Cross-city returns are only possible in networked systems and are communicated on the system\u2019s website.<\/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>

<\/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 bergamo@nextbike.it<\/a>.<\/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>How can I contact the customer service?<\/h6>

You can reach the La BiGi customer service at +390350365451<\/a>, bergamo@nextbike.it<\/a> or via App Support function.<\/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>

A service fee of at least 20 \u20ac will be charged if a bike is returned outside a flex zone or an official station.<\/p>\n

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.<\/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>

Registration<\/h3><\/div>
<\/i>How can I register?<\/h6>

You can sign up via the website or app.<\/p>\n<\/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>

<\/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>

<\/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

<\/span><\/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 bergamo@nextbike.it<\/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 La BiGi customer service at +390350365451<\/a>, bergamo@nextbike.it<\/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>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 bergamo@nextbike.it<\/a>.<\/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 bergamo@nextbike.it<\/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 La BiGi, 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>Why do I have to pay a 20 \u20ac service fee (even though I returned the bike where I rented it)?<\/h6>

A service fee of at least 20 \u20ac will be charged if a bike is returned outside a flex zone or an official station.<\/p>\n

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.<\/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>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 does La BiGi work?<\/h6>

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

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

Depending on the system, bikes can be returned at official stations or within a Flexzone, in a clearly visible spot on any public street. On the location map in your nextbike app, you can easily see where the nearest station is or how far the Flexzone extends.<\/p>\n

You can find out whether the system uses a flex zone or only stations on the system\u2019s respective website. If you\u2019re unsure, please use the location search at the top of the website.<\/p>\n

Bikes may only be returned to the system from which they were rented. Cross-city returns are only possible in networked systems and are communicated on the system\u2019s website.<\/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 park my bike during the rental?<\/h6>

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

You need to activate the pause mode in the app and then close the lock (pay attention: if you close the lock before the pause mode has been activated, the bike will be returned immediately). To continue cycling, end the pause mode in the app and the lock will open automatically. Never end the pause mode from far away.<\/p>\n

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

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

The return process differs depending on the bike type and system type.<\/p>\n

Place the bike at an official station or \u2013 if available \u2013 within the flex zone of the respective system and lock it.<\/p>\n

E-bikes and e-cargobikes have to be pushed into a charging stand. If non is free, place the bike next to it.<\/p>\n

Framelock:
\nIf the bike has a frame lock, close the lock. The bike is automatically returned.<\/p>\n

In all cases, use an app to check whether the return was successful and inform customer service immediately if this is not the case.<\/span><\/p>\n<\/div>

<\/i>Where can I rent bikes with my nextbike account?<\/h6>

With a nextbike account you can use almost all nextbike affiliated bike sharing systems worldwide. However, for some systems a separate registration in the respective system is necessary.<\/span><\/p>\n<\/div><\/div>

<\/i>What do I do if a terminal is out of order?<\/h6>

If a terminal is out of order, you can still rent and return bikes at the respective station via the app or our hotline. Please inform our service by app, phone or email about the defect so that we can fix it quickly.<\/p>\n<\/div>

<\/i>What happens if I return my bike away from stations or outside the flex zone?<\/h6>

If you return your bike without permission, a service fee of at least 20 \u20ac will be charged. More information about service charges can be found on the respective website of 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 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>Why do I have to pay a 20 \u20ac service fee (even though I returned the bike where I rented it)?<\/h6>

A service fee of at least 20 \u20ac will be charged if a bike is returned outside a flex zone or an official station.<\/p>\n

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.<\/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 rent La BiGi bikes without an app or without an internet-enabled mobile phone?<\/h6>

Yes, bikes can alternatively be rented via customer service.<\/span><\/p>\n<\/div>

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

Pedal bikes can be returned at official stations, physical or virtual, or in a flex zone highlighted in yellow on the map, at an extra cost of 0,50 \u20ac.<\/span><\/p>\n

E-bikes and e-cargobikes can only be retunred at 2 physical stations: Colle Aperto and Vittorio Emanule. These stations are highlighted on the map with a green mark.<\/p>\n

In the app you can easily check where is the closest station.<\/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><\/div>

<\/i>What bike types does La BiGi offer?<\/h6>

La BiGi offers 2 types of bikes: traditional pedal bike and ebikes. Ebikes are only meant to cover the route between the Viale Vittorio Emanuele station and the Colle Aperto Station (Citt\u00e1 Alta).<\/p>\n

You can use the filter in your app to search for a specific bike type.<\/span><\/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>What tariffs are available?<\/h6>

The tariffs for subsribers and pay as you go users are available on the website of the system.<\/p>\n

In Bergamo the monthly and annual subrsciptions do not prolong automatically.<\/p>\n

Special tariffs for monhly and yearl subscribers apply only to the first bike rented, should several bikes be rented at the same time. <\/span><\/p>\n<\/div><\/div>

<\/i>Do students receive discounts?<\/h6>

We have a partenership with the Universit\u00e1 degli Studi di Bergamo, for special conditions for year subsciption. For info ask to your University.<\/span><\/p>\n<\/div><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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