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The app says my bike is unlocked but the lock hasn't released?
The app says my bike is unlocked but the lock hasn't released?

Help if your bike doesn't unlock when expected

Shannon avatar
Written by Shannon
Updated over a week ago

We've heard from users that they 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.

What can I do to get the bike to unlock?

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 flash 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.

If the bike is still not unlocked and your journey doesn't end in the app, please get in touch with our customer service team so they can look into it for you.

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