To unlock the bike you need to press the button Unlock in the app.
If you try to pull up the lock handle at the same time as you're tapping Unlock, the lock might get stuck.
After you have tapped the button Unlock, the orange handle on the back wheel should automatically slide up. If the orange handle did not slide up, but the lock is unlocked, please slide up the orange handle manually.
If you get an error message after tapping UNLOCK (e.g. "connection error", "timeout"), it could be that you're not next to the right bike or your phone and the lock don't want to talk to each other.
So first make sure you are trying to unlock the bike you actually rented - bike name in the app must match the one on the bike's orange handlebar panel. Then stay next to the bike and try to unlock again. If the error persists, kill the app, turn off Bluetooth and GPS and then turn them on again. Give it a few more trials.
If this doesn't work, turn off your phone, restart it and try again.
If you are travelling in a group, sometimes the lock gets confused which phone it has to comply with. Therefore, make sure you always use the same phone on a bike. If the lock failed to connect, please kill the app, turn off Bluetooth and restart the app, only try to UNLOCK using the same phone for the same bike(s). This avoids the confusion of more than one person connecting to the same bike.
If you still can't connect, turn off all the phones in the group, only turn on one again and try to UNLOCK again.
For information on how how to unlock an e-bike, please refer to this article: How do I unlock and lock and e-bike?
If that did not help, contact us too.