I'm struggling to unlock a bike using NFC

Although we carried out extensive testing on our bikes before launch, we've heard from users that they're sometimes finding it difficult to use NFC to unlock a bike. This is because on certain phone models, the NFC signal isn't strong enough for our technology to recognise and connect.

We know this is a frustrating experience so we're working hard on a solution. The update will let riders unlock a bike by keying in the unique number code on each bike. We want to have this available as soon as possible and will notify users when the update is ready.

Thanks to everyone who has sent us feedback on this issue - it's the only way we can improve our service and make our bike share the best option for getting around, so please keep giving us the good and the bad.

What can I do in the meantime?

Until we have the solution available, there are a few things you can try to unlock a bike.

  • Instead of holding the phone over the Unlock Pad, try moving it slowly from top to bottom across the pad. This should let you find the "sweet spot" where the phone is able to connect to NFC.
  • On Android devices, you can disable NFC. The app will automatically detect that you don't have NFC and will show you the option to input the unique number on the bike. To disable NFC, go to Settings > Wifi and Connections > NFC and toggle the connection off. Remember to reactivate NFC if you want to use Google Pay or other NFC-enabled apps on your phone.
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