Frequently Asked Questions
Customer Account
Is there a registration fee?
Upon registration a £5 deposit will be taken as a security deposit and will be used to verify your account. This deposit then becomes a credit on your account. If you wish to close your account, you may request a refund of the remaining balance (if applicable) at that time.
I’ve paid the deposit but I can’t rent. What do I do?
If you’re experiencing issues with renting, be sure to check the verification email sent to your inbox upon registering, click the link and return to the app. If any issues still persist please contact customer services via ‘support’ in the app.
How can I cancel my account?
To cancel your account, send a cancellation request to info@nextbike.co.uk. Please make sure you include your full name, address and the telephone number linked to your account.
Pricing
When will I be charged for my ride?
Any charges resulting from your ride will typically be charged to your payment method no later than 48 hours after your rental has ended.
I have been charged incorrectly. What should I do?
Get in touch with the customer service team via email or report via ‘support’ through the app.
Bikes & Stations
How do I find official stations?
Our stations can be found through the nextbike by TIER app.
Will I continue to be charged if I park my bike?
Yes, your hire is still active whilst parked and therefore you will be charged if applicable.
How do I lock the bike whilst I’m riding?
If you wish to briefly pause your journey, first select ‘PARK’ in the app and then lock your bike. Your rental will continue whilst the bike is in park mode.
Do I have to rent and return my bike at the same station?
You can return your bike at any nextbike by TIER station within the same town or city where it was originally rented. You will only be able to end your hire by returning your bike to a nextbike by TIER station.
Can I rent more than one bike at once?
Yes, you can rent up to two bikes at once under a single account. Please note, discounts and membership rates only apply to the first rental per journey.
The bike I want to rent is damaged. What should I do?
You are responsible for checking the bike for any possible damage before you start your journey. If you notice a defect, please report immediately via the app so the bike can be removed and repaired as soon as possible.
What should I do if I find a problem during the ride?
If you have already started your ride and discover a defect, please immediately stop your ride and call customer services or report the issue through the app.
There’s no space at the station I want to return my bike to. What should I do?
If there are no spaces left at a station, lock and leave the bike next to the station to end your hire.