FAQ

    If you have any questions about the use of the WOW-Mobility application, be sure to check out this FAQ page.
    Use the green buttons for a quick navigation.


    Before the rent

    • How can I see how many bikes are available for rent and at which locations?

      The bicycle sharing sites with charging stations are indicated on a map in the app. When you click on a site, you can see how many e-bikes are available on that site ("number of available bikes"), how many charging stations are free to park an e-bike in ("number of free charging spaces") and how many e-bikes are are available on a site that are parked outside a charging station (“number of bikes not charging”).

    • How do I pay for a rented e-bike?

      You pay by registering your bank or credit card in the app. Every time you return the bike to a docking station, the total amount will be charged depending on the specified rate and the rental time. The rental price mainly applies to public sharing systems. When the use of the shared bicycles is offered to you by your company/employer, no rental price is usually charged.

    • The app asks to scan my provider's QR code. Where can I find this code?

      The QR code of your provider is usually present on the rental location. If you are no longer at the rental location of the code is not displayed there, you can also find the code on the frame of the e-bike itself underneath the saddle.

    • I’m having problems with the geolocation and the connection of the app.

      Log out from the app entirely by selecting “Exit” in the menu. You will get the home screen of the app asking you to scan the provider’s QR code. Close the app. Be sure to check that the app has not remained open in the background. Restart the app, scan the QR code of your provider and log in. In many cases this should solve the connection problems.ATTENTION: make sure you have the QR code of your provider at hand before you completely close the app. If you do not have this code at hand and you cannot scan it, you will no longer be able to access the provider's app environment and you will no longer be able to rent an e-bike until you have scanned the correct QR code again.

    • When I have logged out, I always have to scan the QR code of the provider again to be able to log in again. Is that normal? 

      No, this means that you always leave the platform of your provider entirely instead of logging out of your account. However, we recommend that you simply do not log out. If you do not log out, you can immediately borrow a bicycle when opening the app without having to enter your login details every time. If you still wish to log out, tap the “Logout” button at the bottom of the menu list. That way, you log out of your account, but remain on the platform of your provider. If you want to leave the platform of your provider entirely, tap “Exit” in the menu list. You will then be asked to scan the providers QR code again before you can log in again. Please make sure you have the QR code of your provider at hand before you click "Exit". If you do not have this code at hand and you cannot scan it, you will no longer be able to access the provider's app environment and you will no longer be able to rent an e-bike until you have scanned the correct QR code again. The code can be found on the frame of the e-bike underneath the saddle.

    • I have forgotten my password. How do I restore it?

      When logging in, two input fields appear to enter your e-mail address and password. Underneath these fields, there is a link “Forgot your password?” Enter your e-mail address and click on this link. An e-mail to reset your password will be sent to your email address. Follow the instructions in the e-mail to reset your password.

    • I’ve scanned the QR code to open a docking station, but an error message pops up. Now what?

      Firstly, check if you are currently logged in. If not, log in and try again.

      You are logged in, but still receive an error?
      Check if you have sufficient network connection (WIFI or mobile data).

      Still no success?
      Make sure whether you have scanned the correct QR code. On and around the docking stations, multiple QR codes are visible, so it’s possible that you have scanned the wrong one. The code that you need to open a docking station can be found on de docking station itself on the left of the bike.

    • I have a bike sharing subscription through my company/employer and have logged in and yet I still cannot take out an e-bike.

      Sometimes people use their personal e-mail address instead of their company e-mail address out of force of habit. If that is the case with you, you won’t be able to use the bikes since the app doesn’t recognise you as an employee of your company. Log out and reregister with your company e-mail address and then try again.

    • The lock on a docking station opened, but then closed again before I could take out my bike and my rent was ended. 

      When a docking station opens and the bike is not taken out within a specific time period, the docking will automatically close again as a safety measure. Therefore, you should always take out your bike as soon as the docking station opens. Scan the QR code again to reopen the docking station and start a new rent.

    During the rent

    • How do I close the rear wheel lock on the bike? 

      The rear wheel lock is closed manually by pushing the metal ring of the lock from one side between the spokes of the bicycle until it clicks into place on the other side just like a regular bike lock. Only the opening of the lock happens automatically. (see below)

    • How do I open the rear wheel lock on the bike? 

      To open the rear wheel lock, scan the QR code on the lock by tapping “Scan QR code” in the app. The app will ask whether you wish to open the lock and once you confirm this, the lock will open automatically. When using the chain lock, you must always open the rear wheel lock to be able to unlock the chain lock as well.

    • The rear wheel lock no longer opens after I close it manually. 

      Check the network connection of your smartphone (WIFI or mobile data). For example, in an underground parking lot there may be little or no connection. It is not possible to open the lock without a network connection. That is why we recommend that you check the connection on your mobile phone before closing the lock manually.

    • What if the e-bike I’m renting is stolen during the rent?

      Each bicycle is equipped with GPS, so if a bike disappears, we can track it. In case of theft, please contact the helpdesk as soon as possible using the contact details under “Support” in the app. Remember that until you place the bike in a docking station, it is still your responsibility. Always double check that the e-bike is locked before leaving it unattended.

    • I either left my provider's platform or something went wrong and now the app asks to scan my provider's QR code again. Where can I find it?

      To prevent a user from no longer having access to the platform of his or her provider during the rent, we attached the QR code of the provider to each bicycle. The code can be found on the frame of the e-bike underneath the saddle. Scan this code to be able to rent a bike again or to continue your rent.

    When ending the rent

    • How do I check whether my rent has been ended correctly?

      This can be checked in two ways. When a rent is in progress, this is indicated by a bike symbol at the top of the home screen in the app. When the rent is terminated correctly, this bike symbol disappears. You can also check on which dates you’ve rented a bike and at what time these rents started and ended under the tab "My Rides". When your most recent rent has an end date and time, you know that the rent has been ended correctly.

    • I can’t end my rent. What do I do now?

      Have you placed the bike in a docking station? If not, do so first. When there is only one docking station site, a rent can only be ended when the bike is detected in a docking station. 
      When there are multiple docking station sites, it may also be possible to end a rent when the bike is located within the boundaries of a specifically designated zone on the map. These zones are indicated in the app. If the rent cannot be ended where you are currently located, this location is not part of the designated parking zone. Find a designated parking zone or place the bike in a docking station to end the rent.

    General questions

    • Can I rent a bicycle helmet?

      When the use of the shared e-bikes is offered to you by your company/employer, they may have bike helmets available that you can use. If you are not sure, you should check this with the fleet manager of your company. If no helmets are made available, don't forget to bring your own helmet.
      When the use of the shared e-bikes is public, there will be no bicycle helmets are available on site. So don't forget to bring your own helmet.

    • How old do I have to be to be able to rent an e-bike?

      To enter into a bike renting contract you have to be at least 18 years old.

    • How far can I ride with a full battery?

      When the battery is fully charged, you can ride about 50 to 60 km. The bike has a display that shows you how much battery is left. Even when the battery is empty, you can continue cycling, but without the help of the engine.

    • How fast do these e-bikes go?

      The motor on the bikes provides support up to 25 km/h. Of course, you can also cycle faster, but when you do, the motor will no longer provide support.

    • How do I edit my profile?

      Tap on the profile icon in the top right corner of the page. You can now edit your profile where needed. When you are finished, tap “Update profile” on the bottom of the page. Done!

    • How do I change my password?

      Go to your profile via the menu on the left or via the acount icon at the top right of the app and select "Change password". Enter the current password, then the new password and confirm the new password. Tap "change password". Your password has now been changed.

    • How do I terminate my subscription?

      You can easily cancel your subscription in the app under "current subscription". This button can be found at the very top of the menu underneath your username.

    • Where can I find the General Terms and Conditions for the use of the WOW-Mobility app?

      Tap the menu button in the top left corner of the page and select “Legal” in the menu list. This is where you’ll find our Terms and Conditions.

    • Where can I find the WOW-Mobility privacy policy?

      You can find the privacy policy on our website using this link.