Cart 0

Frequently Asked Questions

 

Registration

Why was my registration unsuccessful?

Please ensure that your email address and verification code are entered correctly. If everything was entered correctly, then the registration should be processed normally. You may also use Facebook or Google login.

What should I do if I did not receive the text message or email with my verification code?

Please check if you have any ad/spam text blocking software installed on your device. If you do, please turn it off momentarily until you finish the registration process. If you still don’t receive any email, you may click the “Send code again” button which will appear after 60 seconds.

I received my verification code, but why does it say “the verification code is incorrect” when I entered it?

Please keep in mind that the verification code you receive is only valid for 3 hours. If the previous verification code expired, feel free to request a new verification code and enter it as soon as you receive it.

 

 

Rates & Deposits

How much does it cost to ride an U-bicycle?

To ride a u-bicycle, you must first pay a $50 refundable deposit, then top up a balance. You can take as many rides as you wish as long as there is enough balance. The system will start charging once the bike is unlocked and it will stop charging once the bike is locked. The rate for riding is $1 per 30 minutes (please note that rides less than 30 minutes will be charged $1 as a ride of 30 minutes).

What should I do if the amount charged for a ride is over the amount I have in my balance?

When your riding fee exceeds your balance, we will not immediately stop your current ride. However, with a negative balance, you will not be able start a new ride and may not have your deposit refunded. In this case, you should recharge as soon as possible. After you recharge and make your balance greater than zero, the system will then be able to allow you to unlock a new bike as well as refund the deposit.

I have registered for an U-bicycle account before, but I did not pay the deposit. Where can I pay the deposit now?

To pay the deposit, go to the “my profile” icon on top left corner and then “Credits” / “My Wallet”. Click on “pay deposit” and finish the process. After paying the deposit and top up a balance, you can start riding the u-bicycles.

What should I do if I accidentally recharged my deposit instead of my balance?

Please contact our online customer service through the app and explain your situation. We will solve the issue to the best of our abilities.

How can I get my deposit back?

You can apply to have your deposit refunded by going to “my profile” (top left icon) and then “Credits” / “My Wallet”. Click “Deposit refund” on the bottom of the page and confirm.

I recharged $60.5 in total, but why did I only get $50 back after applying for deposit return?

Applying for deposit return only returns the deposit you paid. Our system currently does not support refunds of balance. You can click “Details” in “Credits” / “My Wallet” to check your account balance history.

I have applied for deposit return, when will I get my deposit back?

The refund process typically takes around 5-10 business days, but if you don’t receive the refund within the estimated time frame or need more specific information, you should contact your bank directly. They’ll not be able to assist you further, as the actual duration depends on the card-issuing bank and country.

My payment was successful, but why can't I see it on the App?

You can check your account balance by clicking on “Credits” / “My Wallet”. If your payment is complete, then it will show on your account balance. If your payment was complete, however it did not show on your account, check if you have received any text notification for the payment. If you have received the text notification, it is possible that there was a delay in the transaction. Please refresh your page or reopen the app after some time and check if your balance is updated.

 

 

Unlocking & Locking

Can I only ride U-bicycles through downloading the U-bicycle app for iOS or android?

We are working on other solutions for non-app users, but for now, having our app on your phone is the only way to use the U-bicycles.

Can I use one U-bicycle account to rent multiple bikes?

Unfortunately, one account can only unlock one bike at a time. We apologize for the inconvenience.

I found the nearest U-bicycle through the U-bicycle app, but I can't find the bike at the location shown on the map. Is the locator not accurate?

If there is an U-bicycle logo on the map, then there is an u-bicycle available in that area. The locator may have been affected by the surroundings and have some minor errors in pinpointing the exact location of the bikes. You can try looking around or across the street from the location. We apologize for the inconvenience!

I found the nearest U-bicycle through the U-bicycle app, but why can’t I unlock the bike?

First, please make sure that you have paid deposit and your account balance is no less than $1. If your account balance is greater than $1, and you have already tried to scan the QR code three times without any success, please try to manually enter the bike code into the app. If you still cannot unlock the bike, then there likely is an error with the bike lock. Please report the issue to our customer service through the bottom right message icon. We apologize for any inconvenience.

Why do I get a notification for opening Bluetooth when I scan the QR code?

To maintain the flow of data and information, our app uses GPRS with Bluetooth function for data transformation. If your phone’s Bluetooth is off, our app will notify you to turn the Bluetooth on. Please ensure that your Bluetooth is on for the duration of your bike ride. Interruptions of data transfer may affect the billing process. When you use the Bluetooth function for our app, it will not affect other devices’ Bluetooth connections with your phone, such as your earbuds or other electronic devices.

Why did the app keep charging me even after I locked the bike?

Please manually check that the bike is locked by pulling down the lock switch, then refresh the page or reopen the app to see if it is still charging. If the problem persists, please report the bike ID to one of our customer service by clicking the bottom right message icon in the app or sending emails to info@u-bicycle.com.

I forgot to lock my bike after my ride, and I just noticed the App is still charging me. What should I do?

The app will stop charging for your ride after the bike is locked. Please return to the bike you just used and lock it. If you are not able to return to the bike, please make sure to report the location of where you left the bike to our customer service and we will help you to the best of our abilities.

 

 

Riding & Returning

I heard that there will be penalties for users that park their bikes improperly. Where should I park my bike?

The public parking areas will be the public bike racks. If there are no public bike racks around your destination, please park your bike in spaces that do not affect traffic. U-bicycles are not allowed to be parked in underground parking, garages, narrow lanes, and paid parking areas.

Will it affect my usage of U-bicycles if I recieved a warning from the police or parked my bike improperly? If I have concerns regarding my bike usages, what should I do?

If we receive any notice of violation during your ride, your account will be locked for a short period of time. If you have any questions or concerns, please contact our customer service through the U-bicycle app.

I want to use U-bicycles, but I found out after downloading the U-bicycle app that your bikes are not in my city.

We are grateful for your interest and support in U-bicycle. Although we have not entered your city yet, we are working hard to expand our service areas. We believe that you will be able to see our bikes and enjoy our service in your city very soon!

Can I ride the U-bicycle to another city?

Please do not ride a U-bicycle to a city that we are not providing service in, if you do, additional fees may apply. If the bike gets stolen or damaged, the last rider of that bike may be responsible and the rider’s credit rating may be affected. To find where we operate, please refer to the map on U-bicycle's homepage.

 

 

Reporting

I saw a broken/damaged U-bicycle at XX location

Thank you for providing this valuable information to us. Please report the situation through the bottom right message icon in the U-bicycle app, and provide related information to our customer service advisors. We will manage as soon as possible. Thank you!

I saw someone putting their personal bike locks on a U-bicycle, and someone parked a U-bicycle inside the hallway of their building.

Thank you for providing this valuable information to us. Please report the situation through the bottom right message icon in the U-bicycle app, and provide related information to our customer service advisors. We will manage as soon as possible. Thank you!

 

 

Ride Pass

What is a Day Pass and how can I get it?

The Day Pass allows you to have unlimited rides for 24 hours. It also includes a free Victoria City Tour Guide with TripScout. The Day Pass is perfect for tourists. There are two ways to purcahse a Day Pass. You can purcahse in-app and the unlimited rides for 24 hours will be ativated as soon as you purchase. You can also purchase online or through Tourism Victoria for $15.75 (5% GST included) and you will receive a coupon code to be used in the app and for TripScout. The coupon code will include 100, 60-minute rides and will be activated as soon as you redeem the code in the app. If you finish your coupons within 24 hours, you can always contact us to provide another coupon for the remaining hours.

I bought a Day Pass and I have a coupon for the Victoria City Guide for TripScout, how do I redeem my code?

Download the TripScout app from the app store or Google Play. Open the app and search “Victoria”. Apply the code and you can download the Victoria City Guide for FREE!

What is an Annual Pass and how can I get it?

The Annual Pass allows you to have unlimited rides for 365 days. There are two ways to purcahse an Annual Pass. You can purcahse in-app and the unlimited rides for 365 days will be ativated as soon as you purchase. You can also purchase the Annual Pass online for $157.50 (5% GST included) and you will receive a coupon code to be used in the app. The coupon code will include 4000, 60-minute rides and will be activated as soon as you redeem the code in the app. If you finish your coupons within 365 days, you can always contact us to provide another coupon for the remaining days.

I bought a Day Pass/Annual Pass online, how do I get the coupon code for the app?

You will receive an email from us with the coupon code for the app within 24 hours for the Day Pass and within 7 days for the Annual Pass.

How can I redeem the coupon code after I receive the email?

To redeem this coupon code, you need to open the U-bicycle app and go to “My Coupons + Deals”. On that page you can type in your coupon code and click “confirm” and you will receive 100 coupon codes for the Day Pass and 4000 coupon codes for the Annual Pass. Grab your U-bicycle and start your trip! Please note that this coupon code can only be used once and you have finished this coupons within the time frame you can always contact us to provide another coupon for the remaining hours or days.

Can I share this coupon with my friends?

No, this coupon can only be used by the users who purchased the code. It is your responsibility to not distribute the code and we have records of who purchased the code. Once the code is used, it cannot be used again.

What is the Corporate Membership Program?

With the Corporate Membership Program, you can offer your employees an Annual Pass and we will only charge your organization a percentage of the Annual Pass depending on organization size. Employees will have unlimited rides for 365 days. If interested you can contact us at info@u-bicycle.ca for more information