Although we carried out extensive testing on our bikes before launch, we've heard from users that they're sometimes experience a problem while unlocking. The app shows confirmation that the bike is unlocked and the journey has started, but the lock remains closed.

We know this is a frustrating experience, especially if you have somewhere to be, so we're working hard on a solution.

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?

In the meantime there are a couple of things you can try to get the bike to unlock.

If you have confirmation in the app that the bike has unlocked:

  1. Have a look at the lock on the back wheel. If a successful unlock has happened, a small light will be flashing GREEN. If you see the light flashing green, give the lock lever a gentle wiggle - this will often let the lock release.
  2. In some cases, the locks get stuck on the spokes. If the lock is touching a spoke, rotate the wheel a small way to create a gap between the two, and then gently wiggle the lock to release it.
Did this answer your question?