FAQ

In order to rent a bike you need to fill out the registration form by means of the Nextbike application or on the website. Then, accept the Terms of Service and integrate a credit or debit card with your bike account. After registration you will obtain an email containing a verification link which confirms your user data – clicking on it will cause account activation. From that moment onwards bike rentals will be available.

Yes, if they are at least 13 years old and a parent or legal guardian gives permission. The consent must be scanned and sent electronically/paper to the operator's address. The consent template is available in the TERMS OF SERVICE tab. When registering, you must provide the details of the minor who will use the account.

In case when fees calculated for a given ride exceed the available amount on the account, your account will be inactive until settling these payments. The account should be topped up within 7 days to reach the minimum of 0 PLN balance on the account.

Start the mobile application or visit the website and use the option “FORGOT PIN?”.

To fully use the system, ensure that the registration process has been successfully completed.
Check if:
• All required data has been provided,
• A payment card has been added to the bike account,
• The activation link sent to your email has been clicked.
If you haven't received the message, check your spam folder or contact the Contact Center. The email is sent from [email protected].
Your account will be active when the balance is at least 0 PLN.

In case of using several accounts registered with the same telephone number the account is each time selected on the basis of an entered PIN number. If the same PIN number is assigned to different accounts, you will be logged to the first account you registered. Generating PIN number causes assignment of a new code also for the oldest account. To change the PIN number for the selected account please contact our 24/7 hotline or submit an enquiry through our contact form.

Setting up an account in one system allows you to use bicycle rentals in other cities, as long as these systems allow this possibility.

You can send your instruction to delete your account by email or letter. Remember! Before deletion, replenish the funds on your account to a balance equal to 0 PLN. If you have unused funds on your account, in the application provide a bank account number for their return.

To add your credit or debit card and enjoy the convenience of automatic payments, log in through the mobile application or website. Then go to payments and select the option Add payment card/payment tpay card register. After selecting this option, we will redirect you to a secure payment gateway page where you can enter your card details, such as the card number, expiration date, and CVC code. Once you've entered the information, simply click the Pay button. Your card will be verified by charging an initial fee of 10 PLN, which will be applied towards the rentals. Done!
Remember to keep the email confirmation of adding the payment card to your KR account.

In the KR system, you can only attach your own credit/debit card to your bicycle account.

To change the payment card, you need to detach the currently attached card using the link from the email received when adding the payment card to your account. Then, add a new credit/debit card in the same way as you did the first time.

To remove a payment card from your bicycle account, simply select the De-register card option in the email message (sent from the email address: [email protected]) that was provided to you when adding the card. Then, provide your email address and click the Confirm button. Done.

You can freely use the funds previously deposited into this account. Once depleted, simply add a credit/debit card using the mobile application or website to enjoy the convenience of automatic payments.

Kołobrzeska Karta Mieszkańca to karta wydawana mieszkańcom Kołobrzegu, która uprawnia do korzystania z miejskich usług na preferencyjnych warunkach. Po przypisaniu jej do Konta Klienta w systemie Kołobrzeskiego Roweru Nextbike (KR), zyskujesz możliwość darmowego korzystania z roweru standardowego przez 60 minut dziennie.

Holders of an active KKM assigned to a KR account can rent a standard bicycle for 60 minutes every day at no additional cost.
Important:
• The time applies only to the first bicycle rented that day.
• A charge will be applied for the second and any subsequent bicycles rented at the same time according to the pricing list.
• Unused time does not carry over to the next day. You can find the detailed pricing here.

• Contact the Customer Service Office at 94 721 42 42
• Provide the number of your Kołobrzeska Karta Mieszkańca
• A consultant will assign a dedicated tariff to your account
• From that moment, you can enjoy 60 free minutes per day when renting a bike

An O-lock blockade is a mechanism in the form of an O-shaped clamp integrated with the bike frame which secures the bike. After renting the bike, the blockade will automatically open, and it will not be possible to return the bike without locking it. The blockade also secures a bike during the use of “Parking” function. O-lock blockade is mounted on the rear wheel and it remains open through the ride.

Locations of bikes and stations may be found on the website in the “MAP OF STATIONS” tab or in the mobile application.

You can rent a maximum of 4 bike at a time on one account.

Check the correctness of O-lock blockade position – it should not be touching the bike’s spoke. If it does, change the position of the rear wheel.
In case it still doesn’t work, use the “OPEN THE LOCK” option available in the KR application during rental.

The bicycle should be returned to one of the KR stations or outside the station within the operating area. Remember, returning the bicycle outside the station incurs an additional fee of 10 PLN.
You can check the station locations on the website under the STATION MAP tab or in the Nextbike mobile app. The bicycle is returned after manually closing the O-lock.

Check the correct alignment of the rear wheel - it should be aligned evenly with the O-lock, so that it can get around it without touching the spokes.
If you continue to have difficulty returning the bike, contact the Customer Service.

Once the O-lock blockade is closed you will hear a characteristic sound signal and the blockade will remain closed – if you did not hear any sound signal and the blockade remains open this means that the bike was not returned correctly. To be sure, we recommend checking the tab “History of rentals” in the mobile application or on the website www.kolobrzeskirower.pl. Confirmation of bike return in the system may also be obtained through contacting our 24/7 Customer Service.

If you receive a text message informing you of an ongoing bike rental despite having correctly returned the bike you must contact our Customer Service. In case when the fee for bike rental was incorrectly calculated you have a possibility of requesting a correction of charges by means of the contact form. A reply will be sent to you within a maximum of 14 days.

Parking is a useful function that allows to park the bike without having to return it in the system. All it takes is to use the additional tab called “Parking” which is available in the mobile application.
When leaving a rented bike you should remember to avoid secluded or “risky” areas. Make sure you closed the O-lock and immobilized the bike in such a way so that it stands firmly on its wheels and is supported by a kickstand. The bike must be parked in line with traffic regulations, not hindering bike, road or pedestrian traffic.
No other users will be able to rent the bike that has been left in the parking mode in the course of the ride. In case of attempts to rent such bike by other users they will be notified of bike unavailability.
Parking in the course of bike rental is calculated into the duration of rental.

In the mobile application:
• select PARKING,
• read the message displayed on the phone screen,
• lower down the O-lock blockade (it is located on the rear wheel).

Yes, however, selecting the “Parking” option is not an equivalent of bike return.

In the mobile application:
• open the MY RENTALS tab,
• select RESUME,
• the O-lock blockade will open automatically.
If O-lock fails to open try to move the wheel so that the spokes do not block the lock movement and then use the “OPEN” option which is available in the active rental to re-send a request for O-lock blockade opening.

Has your rented bicycle been stolen? Inform our Consultant about the incident immediately by contacting the Customer Service.

When an accident or collision occurs during your bicycle rental, write down statements and/or call the police to the scene. Moreover, remember to inform the Customer Service of the incident, within a maximum of 24 hours after the incident.

Provide information including the bicycle number along with a description of the defect through the mobile application, website or contact the Customer Service. Our service will remove the defects as soon as possible, and your report will allow us to intervene even faster! Thank you!

Please note that within the KR system bikes may be located also outside the stations within the area of return. If the rear wheel of the bike is immobilized with the use of the O-lock blockade and the bike is within the area of usage, it does not require any actions on your side. If the bike is not properly secured we will be grateful if you can notify us of this by calling our Hotline and indicating the bike number and its precise location.

Bikes are not adjusted to mounting child seats or carrying passengers.

You can modify contact data after logging to the Nextbike mobile application, logging on the website www.kolobrzeskirower.pl, by sending a statement via email, by post to the address of the operator or by contacting our Customer Service. Remember that in case of changes in data made on the account you must confirm the remaining personal data.

Changes of the telephone number may be conducted by logging to your profile on the website of www.kolobrzeskirower.pl in the ‘User settings” tab.
The user may submit a request for modification to the operator by sending an appropriate statement via email, by post to the address of the operator or through contacting the Customer Service.
Remember that in case of changes in data made on the account you must confirm the remaining personal data.

An email address is obligatory if you want to register an account as all changes in the Terms of Service as well as other important information are sent via email. You may ask someone you know to help you set up an email address – it takes as little time as registering in our system.

Other available channels of contact with us include: email submissions, contact form, submission via mobile application, chat or contact through Nextbike fanpage on Facebook.