freebike

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FAQ

The QR code is scratched or can’t be read

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How does the electric engine work and what are the motor profiles in the app?

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My bike turned off while cycling, what should I do?

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Changed battery signal lights, what do the colours mean?

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Can I have multiple pauses during one rental?

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How to pair a smart card with an account?

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How can I start riding?

Quickly and easily!

Download and install the Freebike app on your phone. Choose a tariff, register and get your LOGIN and PIN immediately to log in to the app.

You’ll rent a bike in a matter of seconds and off you go!

Where can I ride a bike?

You can ride a bike anywhere within the area marked by a thick red line on the map in the application.

This area consists of partial red zones where it is possible to ride freely. To return a bike inside a red zone you must use a virtual station.

Outside the red zone it is possible to return the bike either for free at a virtual station or outside of it for a parking fee of 25 CZK.

The area of ​​use will gradually expand.

How can I rent a bike?

You can rent the selected bike either in the app by pressing Rent a Bike, or you can scan the QR code located under the seat.

Once your bike is rented, press the brake twice to activate it.

I can’t rent a bike

It is possible that the bike you want is being updated (purple signal light) which takes few seconds and you can just wait.

It is also possible that the bike has already been rented by someone else and is currently paused (rainbow-coloured signal light) or waiting for a battery replacement or another minor repair, in that case, please choose another bike near you or contact our customer support on our Facebook page Freebike Praha.

How can I return a bike?

Use our mobile app Freebike to return the bike and simply press the RETURN BIKE option.

Another way to return the bike is to press the brake three times in succession after parking the bike, and the bike is also returned.

After returning the bike, it takes about a minute for the mobile app to update so it is possible that the bike will still appear as hired during this period.

The app does not charge any fees or counts any rental time during this period.

The best way to make sure the bike is returned correctly is to wait for the lights to turn off and check the mobile app.

How to park properly

When returning a bike, please respect other traffic participants and pedestrians and always park the bike so that it isn’t in the way.

Don’t park the bikes in front of entrances, doors, pedestrian crossings or in the middle of pavements.

We want our bikes to make moving around Prague easier on the roads and not to trouble people in pedestrian areas.

Where can I return a bike?

You can return your bike in any virtual station (free of charge) on the map in the app.

Or if you are in a hurry, you can return the bike anywhere outside the virtual station for a fee (25 CZK), but only outside the Red zone.

I can’t return the bike

First check if you’re not inside a red zone or even outside the defined area of use.

Check if you are in the open space without obstacles between the bike and the sky (roofs, trees, etc.).

It is possible that Freebike does not have enough signal at the return location to establish a connection, so try returning it a few meters further.

Poor or no signal on your phone may also be the cause.

If you still can’t return your bike, please contact our customer support with a message on the Freebike Praha Facebook page.

I can’t find a bike

The Freebike GPS signal has a range of 10–15 metres, so it is possible that it stands a little farther or around the corner.

If placed between high buildings, this range may increase.

What are the Freebike tariffs?

Currently, we have a Pay per minute tariff, Nonstop 24h tariff, 31 days tariff, 365 days tariff and 365 days tarrif for couples.

You can find any details regarding tariff prices or bonuses in the pricelist on our website, in tariff information in the mobile app or in the pricelist in General terms and conditions.

How do the Red Zones work?

The best way to return Freebike is in virtual stations, there are over two hundreds of them in Prague and you can recognize them on the map in the app according to the cloud icon.

Outside the red zones, you can return the Freebike in a virtual station, or wherever is appropriate for proper parking (see next point: How to park properly) for a fee of 25CZK

Red Zone: Freebike can only be returned at virtual stations. Freebike can’t be returned outside the stations, you need to find the nearest station or go out of the red zone. You will be charged a fine according to the current price list for leaving the Freebike outside the virtual station in the Red Zone.

The map also shows a thick red line that borders the places you can’t ride the Freebike in. Beware of crossing this border – the motor will be gradually blocked for safety reasons. You can’t return the Freebike here; you must manually take it back to the nearest virtual station or out of the red zone.

The QR code is scratched or can’t be read

The pen icon is at the top right when opening the QR code scanner.

When you click on it, you can manually enter the number of the bike you want to hire (including zeros, for example: 0156).

Reporting a failure or damage?

If you find a damaged bike or any technical failure, please contact us in our mobile application – report a failure or damage through the warning sign icon in the left panel.

Or you can send us an email to techprague@freebike.com and our engineers will set off to repair the bike on the spot or take it away.

How does the electric engine work and what are the motor profiles in the app?

Riding a Freebike is the same as on a normal bike, but once you start pedalling, the motor will help you so you don’t get sweaty cycling up the hill or on the way to an important meeting.

You can choose how much electric motor support you will have whilst riding with the motor profiles. These are viewable within the application settings (the flash icon). Pedalling is the easiest with the highest support because the motor helps you the most, and vice versa. This support intensity setting cannot be changed while riding.

Your chosen setting is initiated at the start of each journey.

The electric motor is off when you are not pedalling or braking to save energy.

My bike turned off while cycling, what should I do?

If your bike turns off while you are cycling, the battery capacity is below the critical level and the bike is switched to power-saving mode (the electric motor stops working), it is necessary to stop the ride as soon as possible and park your bike, preferably at the virtual station for free.

It is the responsibility of each user to check the range of the bike before rental and adapt the trip to the battery capacity so that it is sufficient.

The user should not start a longer ride with a low amount of expected kilometres for the range (i.e., less than 16km), in which case there is a risk of flat battery while cycling.

If your mobile phone goes flat while cycling, it is not a problem to return the bike through the brakes – press the brake three times after the end of your ride and wait until the colour indication on the battery goes out.

Changed battery signal lights, what do the colours mean?

Red - rear light when cycling; red flashes when braking for safe movement in the traffic

Purple - system update

Yellow - bike is connecting to the server

Green - successful start and end of the hire

Blue - poor GPS/GSM signal, or while registering card with chip

Rainbow - bike paused

Can I have multiple pauses during one rental?

Yes, you can. The price is calculated after the end of each pause and a new pause is counted from zero.

So, if you have multiple pauses during one hire, the total price is the sum of the prices of each pause according to the price list.

Safety tips

For safe rides in urban traffic, we recommend that you observe the following tips for safe cycling.

A helmet is mandatory only for people under the age of 18, but we recommend wearing the helmet whenever possible.

Please pay extra attention when crossing tram tracks. Whilst the Freebike tyres are wider than the tram track, the track may slow you down or the bike may get jammed or slip on the track during inattentive ride.

Don’t ride on pavements; they aren’t for bikes

Respect the traffic rules on the roads

Freebikes are equipped with safety features – front and brake lights, bell, etc.

If you aren’t sure how to solve a situation, you can always dismount from the bike and solve the situation as a pedestrian

How to pair a smart card with an account?

1. Log in to the app.

2. Rent a Freebike on which you want to ride.

3. In the app open your profile in the menu - button with the stick figure.

4. Press the Register card button.

5. Now follow the instructions of the application, you have to agree to connect via bluetooth.

6. Place the card to the battery on the bike.

7. In this process, you will see that the battery glows blue and turns green when successful pairing.

8. And if you have any trouble with this process, let us know by e-mail, Facebook or you can call us during working hours 9-17 at +420 778 113 084 on business days and we will help you.

Partneři projektu

Smart Prague

Moje Praha

Automat