Frequently Asked Questions

 

Registration & Account Setup

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.

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 this still cannot solve your problem, please kindly try other emails or use Facebook/Google login through here. Sometimes an unknown problem may occur with some email servers, we apologize for the inconvenience.

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 (three) hours. If the previous verification code expired, feel free to request a new verification code and enter it as soon as you receive it.

What should I do if I forgot my password?

Please click “Forgot Password?” here in order to reset your password.

What should I do if I forgot my account i.e. registration email?

You may either search whether there’s an email from noreply@u-bicycle.com in all your possible email accounts; or provide all the possible emails to us so we could search for you in our system.

What should I do if I wanted to cancel my account?

Just simply claim your deposit back through our app and delete the app after you received it. Please kindly be advised we do not provide refunds for any payments other than the deposit.

 

 

Family Card

What is a family card and how could I create one?

Generally speaking, the family card is a feature we have to enable minors between the age of 12 and 19 to use our service under the guidance and supervision of their parent or legal guardian. Please see the details in our relevant disclaimer (Ubike Rental and User Agreement Addendum) here:

Please follow the steps below if you would like to add a family card for your child:

(1) Register a new u-bicycle account for your child;

(2) Login to your u-bicycle account (i.e. parent’s account/main account);

(3) Go to “Familycard” – “Add to”;

(4) Fill out both your child’s name and u-bicycle account email AND make sure to check “I agree with the disclaimer” box after reading the disclaimer carefully;

(5) Click the confirm button to add your child’s account.

Can I use my phone to unlock bikes for your children?

No. Technically speaking, one account can only unlock one bike at a time. Therefore, you will need to provide a mobile device to your child in order to use the familycard

How many family cards could I add to my account?

You may add up to 3 familycard accounts to one main account.

Do I need to pay deposits and balances for each of my children?

You need to pay the deposit for each of your familycard accounts but not necessarily balance. If you did not add any balance to your associated familycard account, all the riding fees incurred will be charged to the main account.

How will my children’s accounts be charged?

When a ride is finished in a familycard account, our system will try to charge that familycard account’s balance/coupons first; if there isn’t any, then we will go to the main account’s balance/coupons. Please kindly be advised that if the main account had a negative balance, all the familycard accounts (with 0 balance) associated will be affected – they will not be able to unlock any bike or request their deposits back, so please do make sure to top up your main account on time.

 

 

Rates & Deposits

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

To ride a u-bicycle, you must first pay a $50 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). We do also have a couple of plans e.g. day pass, an annual pass for users to choose from, please check the details from our app and our website https://www.u-bicycle.ca/ubicyclepage.

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 to 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 your balance is greater than zero, the system will be able to refund the deposit.

Why was I charged for my first ride?

Each new user will automatically get a chance of free ride for up to 120 minutes (2 hours). If your first ride exceeded the above time limit, then you may be charged for the entire riding time. However, don’t worry, please just let our customer service know your account if that happened and we will refund that ride to you.

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.

I tried to pay with my credit/debit card, why can’t I successfully make the payment/it showed “payment not found”?

Please check your internet connection and/or credit card limit (debit card balance) first, and if possible, also try other payment methods that are available. If still cannot resolve the problem, 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 “My_Wallet” (iOS) or “Credits” (Android). Click “Deposit refund” on the bottom of the page and confirm. It may take up to 10 business days for the payment gateways and/or your bank to process the refund.

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” on the top right corner of “My_Wallet” (iOS) or “Credits” (Android) 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 2-10 business days depending on your method of payment. If you don’t receive the refund within the estimated time frame or need more specific information, please firstly check your payment records by clicking “Details” on top right corner of “My_Wallet” (iOS) or “Credits” (Android) to confirm you have successfully requested your deposit refund; if yes, please go through your bank statements to make sure you have (1) your payment information (i.e. PayPal account/last 4 digits of credit card/etc.) and (2) not received your refund for longer than 10 business days. We’ll need these two things confirmed to assist you further, and please also be kindly advised that the actual duration may be affected by the card-issuing bank and country.

I tried to request the deposit refund through the app but it failed, why is that?

If this happened, 99% of the cases it was due to PayPal’s refund policy – it only allows issuance of refunds for payments made within 6 months. If you paid your deposit through PayPal more than 6 months ago, our system won’t be able to process your refund automatically. Instead, we’ll need to manually send your deposit to the PayPal account you used to pay. In order for us to process this manually refund, please:

(1) confirm whether your initial payment method is PayPal by clicking “Details” on the top right corner of “My_Wallet” (iOS) or “Credits” (Android);

(2) confirm your U-bicycle account and PayPal account with us; and (3) after the above two accounts are verified, we will send your deposit back to your PayPal account within 5 business days.

I paid my deposit using my old credit card (Stripe), now that card has been expired/cancelled, how could I claim my refund?

If you still have your credit line open and just with a different card number, you should still receive your refund as there is enough information attached for it to be routed to the right account. If you have closed your line of credit then please give us all the payment information you have, we will try to solve the issue to the best of our abilities.

I paid my deposit using my old credit card (Stripe), now that card has been expired/cancelled, how could I claim my refund?

You can check your account balance by clicking on “My_Wallet” (iOS) or “Credits” (Android). 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.

 

 

Coupon Codes

How should I redeem my coupon code?

Please go to “my profile” (top left icon) and then “my_coupon”. Click “Redeem Code” and enter your code in the box appeared and click confirm.

After I successfully redeemed the code, how could I use them?

If you had coupon(s) in your account, your next ride(s) applicable will automatically be charged to the coupon(s) until the expiration of the coupon(s). However, please do pay attention to the conditions (e.g. riding time allowed) of the coupon(s). For example, if you have a coupon which grants one free ride for up to 30 minutes, then it will only apply to your next ride when you finish that ride within 30 minutes. You will be charged for the entire ride if that ride exceeds the time limit and, in this case, the coupon will be reserved for the next applicable ride.

 

 

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.

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 or the behaviour of the previous user of the bike and have some minor errors in pinpointing the exact location of the bikes. You can try looking around or going to other dropzones. 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 the 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?

First of all, please make sure you’re within 10m of one of our virtual dropzones which displayed in grey icons in our app.

If yes, then please manually check that the bike is locked by pulling down the lock switch and click on the “Return bike” button in your app.

Please also allow half to one minute for your phone’s GPS to be updated to your current location, then refresh the page or reopen the app to see if it is still charging. If the problem persists, please report your u-bicycle account or the bike ID to one of our U-Bicycle customer service rep by clicking the operator icon in the app.

I forgot to lock my bike after my ride, and I just noticed that 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 it was impossible for you to return to the bike, please report your u-bicycle account or the bike ID and the location you left the bike to of our U-Bicycle customer service rep.

Can I use the force finish function by clicking the “Order can’t be closed? Click here” option when I cannot finish my ride normally?

We do not recommend you to use this option except in the most extreme circumstances (e.g. need to use another bike urgently/immediately and cannot reach our customer service). Please try other methods in Q5&6 or contact our customer service rep when you cannot finish your ride. Please pay attention that each account only has 3 force finish chances and they were designed for emergencies so we will not be able to replenish them for you; also, our system will automatically charge you a standard and non-refundable $1.05 fee when you use it regardless of your circumstance (i.e. you will be charged $1.05 even if you’re with your first ride/day pass/annual pass/free ride coupons/etc.). If a negative balance was resulted therein, you may not be able to unlock any bike or request your deposit until you top up your account.

 

 

Riding & Returning

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

Please park the bike in U-bicycle designated dropzones. The dropzones can be found on the map in our app displayed in the grey icon. Your bike automatically detects when it’s within 10m of the virtual dropzone. You will not be able to end your ride in areas other than our dropzones.

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.

: How does the temporary parking feature work?

If you need to make a short stop during your trip, you can temporarily park your bike anywhere with our temporary parking feature, found in our app. You can lock up your bike, pop your head into a shop, and then continue to ride by clicking the “unlock again” button.

Will it affect my usage of u-bicycles if I received 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.

 

 

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