FAQ
These are some of the frequently asked questions
Bikes
We have a 2 minute standdown between rentals, to prevent accidental pocket rentals. Just wait and re-try.
We have two bike styles: Smartbikes and Classicbikes. Smartbikes feature a step through frame and framelock that can be opened automatically with the app. They are available in Auckland. Classicbikes come in both step through and high crossbar frames and the cable lock is opened by hand. They are available in Christchurch.
The bikes have 3 gears to get you up the hills, easy to use locks and mudguards to keep your clothes clean and a basket to carry your bag.
It is a legal requirement to wear a helmet in New Zealand, whilst cycling. Each bike has a helmet that is easy to fit and adjust. They are cleaned and replaced regularly. With 17 air vents your head will stay safe and cool.
Each bike and helmet is secured with a lock that you are given the code too. You can take the lock to secure the bike whilst you are renting.
For Classicbikes with cable locks, just put it in the basket. The code can accidentally change if the insides of the lock are fiddled with, so it is a good idea to travel with the lock done up.
Helmets with bike share helps improve safety, just like cars with seat belts. Helmets are released at the same time as the bike, which saves time. Wearing a helmet when riding a bike is the law in New Zealand. If for some reason a rider didn’t want to use the helmet then they could put the one provided in the basket and use their own. Simple and easy.
If you want to rent a bike but notice it doesn't have a helmet, you can email nz@nextbike.co.nz with the bike number, we will de-acivate the bike and deliver a helmet on the next maintainence round. Please do not rent a bike without a helmet.
The rides that people do on our bikes are typically short and require little effort so the chances of sweating are small. Our helmets easily fit a range of head sizes from s - xl and have 17 vents so your head stays cool. We check and sanitize helmets 3 times a week. In addition helmets are individually coded and removed after a year. Hygienic and efficient.
If New Zealand relaxed it's helmet laws we would still need to provide helmets as part of our health and safety obligations.
This can be upsetting and we'll do our best to help you quickly. Your safety and well being is more important than the bike. If you or a friend can complete this online form, it will immediately notify company management for action. The more information you can provide the quicker we can help you, and stop another member of the public having an accident.
Thankyou for caring and helping to keep the city tidy and safe. Please complete this quick online form, it should take less than 1 minute. It will immediately notify company management for action.
System
The first charge is for any Special Pass required in the city, and this happens when you start a rental. For example the Auckland $4 1 week pass, that makes the first 30 mins of every ride in the next 1 week $0.
The second charge only happens if you took the bike for longer than 30 mins and/or returned the bike to a location that is not a marked location on our App. This charges happens about 24-36 hours after the rental finishes, incase a rider wishes to query the cost.
We charge for a ride 24 hours after the ride has finished to allow time for a rider to tell us about a problem which may warrant a discount. Or for our mechanics to spot damages or missing parts, that require additional charges for the final total.
This happens on our Smartbikes when a rider uses the Park function in the app. This function is useful if you want to secure the bike but keep it as yours so it doesn't get rented by another rider, for example meeting friend at a cafe.
To end a rental a rider just puts the helmet loop over the hook and closes the framelock, it will beep to confirm the lock is closed. No need to go into the App.
If you have used the Park function, go back into the App to end the Park and release the framelock. Then use the instructions above to end the rental
Press the Login function at the top of the page and look for the pop up window, at the bottom of that you can press "Forgot PIN"
Enter the mobile phone number you registered with us, and remember to include the country code. For example, if your mobile is on the 025 network in New Zealand, the phone number you need to enter will start 6425....
This can happen for a number of reasons, please try these couple of simple steps:
1. Try closing and restarting the App
2. Try emptying the App cache:
2.1 Go to Start Screen of your phone
2.2 Go to Settings on Phone
2.3 Go "Apps"
2.4 Click on nextbike App
2.5 Click on "Delete Cache"
If this doesn't fix the issue please take 2 minutes to complete this form so that our programmers can create a fix. Please note the form is only for Nextbike New Zealand riders.
In principle riders can start renting a bike before they arrive at the rental station, but we do not reccomend this as it can create a number of problems for you and other members of the public who want to ride. Bike shops are normally happy to take pre-bookings on their rental bikes.
We charge this to ensure bikes are left only where they are easy for lots of other people to find and use them, without cluttering narrow footpaths. These locations are clearly marked in the app.
In Auckland the $20 charge can be reveresed by renting the same bike again and returning it to a location that is marked in the App. Their is a 2 min standdown between rentals by the same customer on the same bike.
We recognise that this can be annoying and possibly confusing.
This was noted as a possible charge in the Terms and Conditions of Rental, when a helmet is missing. We only do this if we believe you are at fault. For example leaving the helmet in the basket. Before the $50 is charged, we check that you were the only renter since our mechanic last looked at the bike, and that their are no obvious signs of vandalism on the bike from a member of the public.
Their are a number of stickers on the bike, helmet and reminders in the app and on our website explaining how to lock the helmet properly. We also visit our bikes at least 3 times a week to minimise losses.
If you believe you locked the helmet properly and have a photo showing the bike and helmet locked, please email us the photo.
If you still have the helmet you can return it to Nextbike c/o Kennards Storage, 3 Porters Avenue, Mount Eden, Auckland and receive a credit on your Nextbike account.
Their are 3 reasons this might happen:
- When bike racks are on a footpath opposite a bike racks that is marked in our App. If this is the case, it is OK to return the bike at the opposite rack.
- The racks are new. Send us an email with a picture and address and we'll see if we can add it.
- The racks are in a location that is unsuitable for returns. For example their are racks at Mission Bay in Auckland, which riders may want to visit, but we would like the bikes brought back within the pink Flexzone in the App so others can use them easily.
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