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Москва Murmansk Tyumen

Frequently asked questions

What to start with

  • How do I change my phone number in my account?

    Email us on info.murmansk@velobike.ru from the email address specified at the registration. We will make changes and send a response.

  • How to register?

    Please download our mobile app for Android or iOS and register on it or our site. You will need your phone number and e-mail address to register.

  • What to do after registration?

    You will receive SMS from Velobike with Login and PIN. Save this information in a message, notes or in the phone address book: you will need it to rent bicycles. Select how long you want an access for and pay for it. Immediately after payment you can rent bicycles. Choose any bike at the station, enter the login and PIN on the handlebar, the bike will unlock, and you can ride.

Pricing and billing

  • Which cards do you accept?

    We accept Visa, Mastercard, Mir. We do not accept cash, Maestro.

  • Suppose I bought a 24 hours access and cycled an hour and a half in a row. How much do I have to pay?

    More details about additional payments - in the section "Pricing".

  • How much does it cost?

    24 hours access for bikesharing costs 155₽, 30 days – 650₽, “Season” up to October 31 – 2500₽. Each access includes unlimited quantity of trips lasting up to 30 minutes. Rides over 30 minutes incur extra fee. Also we offer a new access “Season 45 minutes” just for 2800₽, which includes unlimited quantity of trips lasting up to 45 minutes. See Rates.

  • How do I pay for an access?

    Register on our site or mobile app. After registration you will be offered to choose an access for a day, month or season. Select desired access and pay by credit card.

  • How can I ride 30 minutes for free?

    There is no free ride at Velobike. First of all, we kindly asking you to register and pay for an access. After that you may ride up to 30 minutes for free. We will charge your bank card for rides longer than 30 minutes.

  • Payment failed. What shall I do?

    Please check if there is enough money on the card and you entered correct code from push/sms from the bank. If everything is correct - contact your bank's support service and try to pay for the access by another card.

  • May I pay for a new access while my current access is active?

    No, you may pay for a new access just after the current access expires. If you paid for a month access and would like to prolong it up to the end of the season, please wait when the current access expires.

  • Do I need to put down a deposit?

    There's no need in a deposit, but if you do not return a bike within two days, your bank card will be charged 30 thousand rubles as a fine. Therefore, we ask always to check that when you return the bike to the station you receive a message "Return OK" and push confirmation from Velobike.

  • Can I pay for an access through the mobile app?

    Sure. Just sign in to our mobile app, and select “Buy access”. If you have a promo code, type it in the form before you choose an access. Then read Terms and Privacy Policy, click “Pay”, enter credit card details and push/sms code from the bank.

  • How can debt appear?

    A debt for a ride can appear if your card does not have enough money or the bank declines a payment. We will ask you to pay off the debt before you can use the service again.

  • How can I pay the debt?

    Sign in to our mobile app or site and select “Pay debt”. Enter credit card details and push/sms code from the bank.

Daily use

  • Why are only 30 minutes included in an access?

    The City bikesharing is created for short trips around the city.

  • How many trips can I make?

    You can make as many trips as you wish within the paid access. For example, if you have bought the 24 hours access, then within 24 hours from the date of payment, you can take and return the bike as many times as you want at any bikesharing station. T

  • Where can I take bicycles? Where should I return them?

    Bicycles can be taken and returned at Velobike stations. Find the most convenient on the map or in the mobile app for iPhone or Android. Before you go to the bike station, check on the map, whether it works and how many free bicycles there are on it. If the station is empty, you can not take a bicycle. If the station is full, you can not return it.

  • Is it compulsory to return the bike on the same station it's been taken on?

    No, it’s not compulsory. You may return the bike to any station with empty slots. If there’s no empty slot on the nearest station, you should find another station. It’s prohibited to leave the bike close to the station: the rental session will not be over.

  • How shall I return a bike?

    Return the bicycle to any empty dock of the station. Wait for “Return OK” ) and push confirmation.

  • Can I take a few bikes from one account?

    Only one bicycle can be used for one paid access. To ride with a company, everyone should have their own access.

  • May I drop the bike on urban bike parking?

    No, you must return the bike to the Velobike stations only.

  • How do I check that the bikesharing has finished?

    The handlebar display will show "Return OK" and you will receive a push confirming that you have completed the bikesharing.

  • How long can I take a bike for?

    When you have paid for an access, you can take a bike at no extra charge for 30/45/60 minutes, depending on the access you have chosen. 30/45/60 minutes for each trip are already included in the access.You will need to pay for rides over than 30/45/60 minutes in accordance with the terms of an access. The paying period is the time between the time you took and returned a bicycle to the bike station. The maximum time for which you can take a bicycle is two days. A fine of 30 thousand rubles will be written off your bank card after 48 hours of a start of the bikesharing. If you are going to take a bicycle for a longer time, consider a daily rental in private rental firms.

  • Do I always need to check that I returned the bike correctly?

    Always. The rental time begins when you unlock the bike, and ends when you return the bike to the station. If the bicycle is improperly installed in the dock, the bicycle lock will not close and the rental time will not end. When you park a bicycle to the dock, wait for the "Return OK" sign on the bicycle handlebars ("КОНЕЦ" for electric bike) and push confirmation from Velobike that the rental is over. This is the confirmation that the system has accepted your bike.

Problems at the bikesharing station

  • There are no empty docks or bikes at the station to park the bike in or to take a bike.

    This might happen on the weekends and during rush hours. Look at the map to see which nearby stations have free bikes or docks. The map is always at hand on the site, in the app for iPhone and Android. You may also wait for a few minutes as someone will ride to the station and park their bike so you can start using it. Or someone might take a bike so you can park yours instead to an empty dock. It is better to check beforehand if there are free bikes or docks at the station you are planning to go to.

  • I returned the bike in time. However, then I received a message saying that 3000 rubles were written off from my bank account. Why did it happen?

    The bikesharing station did not accept your bike and therefore the bikesharing session was not finished. To avoid this always wait for a sign "Return OK" ("КОНЕЦ" for electric bike) and push confirmation when parking the bike in the dock at the station.

  • I try to finish my bikesharing session. Park a bike into a free dock but nothing happens

    Check if the bike stands flat and is inserted to the dock correctly as the bikes nearby. If it does not help try to park your bike to an other free dock closer to the terminal. If it does not work out, please proceed to another nearest bikesharing station. If this still does not work, call Velobike support: +7 8152 632-4-6-9

  • I took a bike but it turned out to be broken

    Thank you for noticing! We will fix it ASAP. What to do now: 1) Return the bike to the station and park it into a dock 2) Wait for the sign "Return OK" and push confirmation 3) Report a breakdown to the Velobike support service by phone: +7 8152 632-4-6-9. We will ask you to name the station number and bicycle number, and also describe the malfunction. 4) Take another bike and enjoy your ride

If you have any questions, please call 24 hours customer service: +7 831 235 4 669