{"id":39,"date":"2022-08-11T12:13:22","date_gmt":"2022-08-11T10:13:22","guid":{"rendered":"https:\/\/nextbike-live.pluspol-networks.de\/goeteborg\/faq\/"},"modified":"2022-08-11T15:54:56","modified_gmt":"2022-08-11T13:54:56","slug":"faq","status":"publish","type":"page","link":"https:\/\/gothenburg-cargo.nextbike.com\/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 G\u00f6teborg Cargo. <\/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 G\u00f6teborg Cargo 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>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@gothenburg-cargo.nextbike.com<\/a>.<\/p>\n<\/div><\/div>

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

You can reach the G\u00f6teborg Cargo customer service at +46 317 679 438<\/a>, info@gothenburg-cargo.nextbike.com<\/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><\/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@gothenburg-cargo.nextbike.com<\/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>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>How do I pay for G\u00f6teborg Cargo, 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

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

To change your phone number, please contact our customer service at info@gothenburg-cargo.nextbike.com<\/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 G\u00f6teborg Cargo customer service at +46 317 679 438<\/a>, info@gothenburg-cargo.nextbike.com<\/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 info@gothenburg-cargo.nextbike.com<\/a>.<\/p>\n<\/div><\/div><\/div>

Rent, park and return<\/h3><\/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. This applies to the MVG-Rad Munich, VAG_Rad Nuremberg, Mol Bubi Budapest \/ Hungary, Sitycleta \/ Las Palmas de Gran Canaria and Bilbaobizi in Bilbao \/ Spain. In some systems, bikes can be rented without re-registration, but only via the local app. This applies to Veturilo Warsaw \/ Poland, among others.<\/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>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>

No, you can only return the bike at its home station.<\/p>\n<\/div>

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

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

If the bike has a frame lock, you 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>What happens if I return my bike away from stations?<\/h6>

If you return your bike without permission, a service fee of at least 500 SEK will be charged. More information about service charges can be found on the respective website of the system.<\/p>\n<\/div>

<\/i>Why do I have to pay a 500 SEK service fee (even though I returned the bike where I rented it)?<\/h6>

A service fee of at least 500 sek will be charged if a bike is returned outside an official station.<\/p>\n

It does not matter if the bike has already been rented off a station. The service fee of the previous user does not cover the misconduct of the next user.<\/p>\n<\/div>

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

Gothenburg cargo bikes can only be returned to their home station.<\/p>\n

Return policies may vary from city to city and are described on the respective bike sharing system’s website. To find a specific website, go to the location search page.<\/p>\n<\/div><\/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 does G\u00f6teborg Cargo 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 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 several bikes parallely with one customer account?<\/h6>

No<\/p>\n<\/div>

<\/i>Can I rent G\u00f6teborg Cargo bikes without an app or without an smartphone?<\/h6>

Yes, bikes can alternatively be rented via the hotline.<\/p>\n<\/div>

<\/i>How to avoid a 500 SEK fine for improper return?<\/h6>

If you have returned a bike improperly, you can avert the usual fee of 500 SEK 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 500 SEK fine will be waved.<\/p>\n<\/div>

<\/i>How do I return my G\u00f6teborg Cargo bike?<\/h6>

Place the bike at the official station and lock it. A beep comfirms the return. Use an app to check whether the return was successful and inform customer service immediately if this is not the case. The specific systems\u2019 websites for each city explain how the rental works in this city.<\/p>\n<\/div>

<\/i>Is there a maximum use time per rental for G\u00f6teborg Cargo?<\/h6>

Yes, the maximum use time per rental is 12 hours. After this time an overtime penalty of 500SEK will be applied automatically.<\/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>Does G\u00f6teborg Cargo offer children’s bikes, helmets and trailers?<\/h6>

As a rule, nextbike and its subbrands like G\u00f6teborg Cargo 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>

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

nextbike has several bike types, but usually in one city only one bike type is used. You can differentiate between bikes with high or low access and bikes with lock type. Bikes can have combination locks, fork locks on the front fork or frame locks on the rear wheel. Pedelecs and cargo bikes are also used in some cities. As an exception, Usedom has children’s bikes, Veturilo Warsaw also has children’s bikes and tandems.<\/p>\n

In cities, that offer several bike types, you can use the filter in your app to search for a specific bike type.<\/p>\n

You can find out which bikes are available on the system’s website. If you don’t know the system’s website, please use the location search.<\/p>\n

(Our ebike product is in fact a so-called pedelec. This is a bike with limited motor assistance, which is switched on when pedaling. Legally, there is no difference between a pedelec and a pedal bike. Helmets and driver’s licenses are not required.)<\/p>\n<\/div><\/div><\/div>

Tariffs and conditions<\/h3><\/div>
<\/i>How much does G\u00f6teborg Cargo 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>

No.<\/p>\n<\/div><\/div>

<\/i>How do I link my G\u00f6teborg Cargo 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>

Registration<\/h3><\/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 10 SEK 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.<\/p>\n

You can find all prices in the price list.<\/p>\n<\/div>

<\/i>Why do I have to debit 10 SEK although the registration is for free?<\/h6>

To verify your payment method and to activate your account, your bank account will be debited with 10 SEK. However, this is not a registration fee, but can be used as your starting credit.<\/p>\n<\/div><\/div>

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

You can sign up via the website or in the app. Information about registration can be found on the respective website for the system.<\/p>\n<\/div><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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