{"id":39,"date":"2022-08-11T12:13:22","date_gmt":"2022-08-11T10:13:22","guid":{"rendered":"https:\/\/nextbike-live.pluspol-networks.de\/luzern\/faq\/"},"modified":"2022-08-11T15:54:56","modified_gmt":"2022-08-11T13:54:56","slug":"faq","status":"publish","type":"page","link":"https:\/\/www.mooinz.ch\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"

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\n Frequently Asked Questions <\/h1>\n
\n You want to learn more? Find the most frequent questions about Mooinz and nextbike here. <\/div>\n <\/div>\n <\/div>\n[\/vc_column][\/vc_row][vc_row ppi_row_type=”ppi_bg_black” full_width=”stretch_row”][vc_column]

Classics<\/h3><\/div>
<\/i>How can I contact the customer service?<\/h6>

You can reach the invia BikeShare customer service at +41 41 50 80 800<\/a>, mooinz@nextbike.ch<\/a> or via App Support function.<\/p>\n<\/div>

<\/i>The frame lock does not open. What shall I do?<\/h6>

First check whether a spoke is blocking the lock by turning the rear wheel slightly. Then open the active rental in your app and click on ‘open lock’. Unlocking will be initiated again.<\/p>\n

If the frame lock does not open even after another attempt to open it via the app, our system automatically detects this after three minutes and cancels the rental. No costs will apply. Please check the cancellation in your app and contact our customer service if it is still active after three minutes. Don’t worry about possible charges if our customer service can’t deal with your case right away. No charges apply as long as you tried to contact them right away.<\/p>\n<\/div>

<\/i>How does invia BikeShare work?<\/h6>

Register easily and for free via app or website. Bikes can be rented via the nextbike app or the hotline. Return the bike to an official station and close the lock to end the rental.<\/p>\n<\/div><\/div>

<\/i>I have discovered an incorrect debit in my customer account, what can I do?<\/h6>

Please contact our customer service by app, hotline or email to correct any miscalculations. Please provide us with all necessary information about the rental \/ tariff \/ customer account in order to be able to understand the case. Our customer service can be contacted via app under support, via the hotline stated in the footer of the system’s website or via mooinz@nextbike.ch<\/a>.<\/p>\n<\/div>

<\/i>How can I register?<\/h6>

You can register via website or nextbike app.<\/span><\/p>\n<\/div><\/div><\/div>

Customer account<\/h3><\/div>
<\/i>Why doesn’t my account remember my PayPal details?<\/h6>

Your PayPal account is probably not verified. For more information please visit PayPal.<\/p>\n<\/div>

<\/i>When will I receive my invoices?<\/h6>

Invoices are available for SEPA direct debit only. You can download your invoices after the end of the respective month in your customer account via the website under “Account status”.<\/p>\n<\/div>

<\/i>How can I cancel my account and what happens to my remaining balance?<\/h6>

You can cancel your account in your settings in the app or by logging in to our website.<\/p>\n

Alternatively, you can send us your cancellation by email to mooinz@nextbike.ch<\/a> or by post (address in the website footer).<\/p>\n

Any remaining credit will be refunded. Exceptions to this are usually travel credit acquired through loyalty programs or similar. This is not payable.<\/p>\n<\/div>

<\/i>How do I pay for invia BikeShare, how is billing done and where can I retrieve the invoices for my trips?<\/h6>

If you have specified a credit card as the payment method, the fees for your trips will usually be debited 24 hours after your rental.<\/p>\n

With the direct debit payment method, we debit the open fees monthly from your bank account.<\/p>\n

You can view your rental history and direct debit invoices in your customer account at any time. Log in via the website. Please note that invoices are only available after the end of the month.<\/p>\n<\/div>

<\/i>How do I activate my customer account?<\/h6>

To activate your customer account, you need to add a payment method to your customer account. We will deposit a credit of 1 CHF to verify your payment method. This is not a fee but will be available on your account as rental credit. All available payment methods are listed in the app.<\/p>\n

After successful debiting your customer account will be activated immediately. Only if you make a bank transfer, your account will be activated after two to four days, depending on the bank.<\/p>\n

Please note that your PayPal account must be verified. More information can be found on PayPal.<\/p>\n

You can find all prices in the price list.<\/p>\n<\/div><\/div>

<\/i>Why was my account deactivated?<\/h6>

Probably open sums could not be debited from your bank account or there is no means of payment deposited. Please check this in your customer account and contact customer service if in doubt.<\/p>\n<\/div>

<\/i>How can I change my phone number?<\/h6>

To change your phone number, please contact our customer service at mooinz@nextbike.ch<\/a>. Send the email from the email address you use for your account.<\/p>\n<\/div>

<\/i>How can I contact the customer service?<\/h6>

You can reach the invia BikeShare customer service at +41 41 50 80 800<\/a>, mooinz@nextbike.ch<\/a> or via App Support function.<\/p>\n<\/div>

<\/i>I have discovered an incorrect debit in my customer account, what can I do?<\/h6>

Please contact our customer service by app, hotline or email to correct any miscalculations. Please provide us with all necessary information about the rental \/ tariff \/ customer account in order to be able to understand the case. Our customer service can be contacted via app under support, via the hotline stated in the footer of the system’s website or via mooinz@nextbike.ch<\/a>.<\/p>\n<\/div>

<\/i>What happens if my customer account is in the red?<\/h6>

If your account goes into the red because open sums cannot be debited, your account will be temporarily deactivated until the open sum has been paid. Please check if you have a valid means of payment. If we cannot debit EU direct debit, there will be an additional return debit of approx. 10 CHF.<\/span><\/p>\n<\/div><\/div><\/div>

Rent, park and return<\/h3><\/div>
<\/i>The return was not successful. What should I do?<\/h6>

Please report failed returns immediately to our customer service via app support or the hotline and have the bike number, the parking location and the actual use time ready. Our customer service can be contacted via app under support or via the hotline stated in the footer of the system’s website.<\/p>\n

Don\u2019t worry about possible charges if our customer service can\u2019t deal with your case right away. No charges apply as long as you tried to contact them right away.<\/p>\n<\/div>

<\/i>How to avert a 20 CHF fine for improper return?<\/h6>

If you have returned a bike improperly, you can avert the usual fee of CHF 20 (or CHF 25 for e-cargobikes) by renting the bike again and returning it properly. The successive rentals of the same bike are merged.<\/p>\n

This means that the final rental period is calculated from the start time of the first rental and the return time of the second rental. The break between the two rentals is then also added to the rental time. The CHF 20 \/ CHF 25 fine will be waved.<\/p>\n<\/div>

<\/i>How do I return my invia BikeShare bike?<\/h6>

“Place the bike, e-bike or e-cargobike at an official Mooinz station in Chur and lock it. The bike is automatically returned.<\/p>\n

E-bikes and e-cargobikes have to be pushed into a charging stand. If non is free, place the bike next to it. Check the successfuly return in your app.”<\/p>\n<\/div>

<\/i>How do I recognize an official station?<\/h6>

All stations are marked on the map in the app or on the website with large markers (the small markers mark individual bikes). In some cities there are also station signs, terminals or bicycle stands at the marked places.<\/p>\n<\/div>

<\/i>Can I rent several bikes parallely with one customer account?<\/h6>

You can rent up to four bikes at a time using one customer account. Booked tariffs and special conditions usually only apply to the first bike.<\/p>\n<\/div>

<\/i>Can I park my bike during the rental?<\/h6>

Yes, you can.<\/p>\n

Activate the park mode in the app and then close the lock (attention: If you close the lock before the park mode has been activated, the bike will be returned immediately). To continue cycling, end the park mode in the app and the lock will open automatically. Never end the park mode from afar.<\/p>\n

The rental stays active during the park mode and will be charged as usual.<\/span><\/p>\n<\/div>

<\/i>How do I return my bike correctly?<\/h6>

If the station does not have fixed bicycle racks, the bike will be locked to itself.<\/span><\/p>\n

For unlocked bikes we reserve the right to charge a service fee of 25 CHF.<\/p>\n

As a general rule, nobody should be hindered by the parked bike.<\/p>\n

Please note the following:<\/p>\n

The bike may not be parked or returned:
\na) at traffic lights
\nb) parking ticket machines or parking meters
\nc) at road signs
\nd) on sidewalks, if this results in a passage width of less than 1.50 m
\ne) in front of, at and on escape routes and firefighter access zones
\nf) where this conceals the stationary advertising of a third party
\ng) by locking to fences of private or public houses and establishments
\nh) on public transport platforms and bus platforms
\ni) at public bicycle racks<\/p>\n

 <\/p>\n<\/div><\/div>

<\/i>The frame lock does not open. What shall I do?<\/h6>

First check whether a spoke is blocking the lock by turning the rear wheel slightly. Then open the active rental in your app and click on ‘open lock’. Unlocking will be initiated again.<\/p>\n

If the frame lock does not open even after another attempt to open it via the app, our system automatically detects this after three minutes and cancels the rental. No costs will apply. Please check the cancellation in your app and contact our customer service if it is still active after three minutes. Don’t worry about possible charges if our customer service can’t deal with your case right away. No charges apply as long as you tried to contact them right away.<\/p>\n<\/div>

<\/i>Why do I have to pay a 20 CHF service fee (even though I returned the bike where I rented it)?<\/h6>

A service fee of at least CHF 20 for pedal bikes and e-bikes or CHF 25 for e-cargobikes will be charged if a bike is returned away from an official station. <\/p>\n

It does not matter if the bike has already been rented off a station. The service fee of the previous user does not cover the misconduct of the next user.<\/p>\n<\/div>

<\/i>Where can I return my bike?<\/h6>

Bicycles, e-bikes and e-cargobikes may be returned to any official Mooinz station in Chur. Returning bikes outside of these stations is not permitted and will be penalized with a fee of CHF 20 for bicycles and e-bikes and CHF 25 for e-cargobikes.<\/p>\n<\/div>

<\/i>Can I rent my bike in one city and return it in another?<\/h6>

The bike can only be returned in the city where you rented it, otherwise a return fee applies. Exceptions are the interconnected systems. Return regulations are communicated on the respective website of the system, which can be found via location search.<\/p>\n<\/div>

<\/i>What do I do if my bike has a defect?<\/h6>

Defects can easily be reported using the app’s support function. Please check the bike for obvious defects before starting your journey or before renting it and inform us of any damage so that the bikes in question can be locked and repaired as quickly as possible. If you set off on your bike and only then notice a defect, stop your ride and call our service. Only then can we cancel the trip and register the bike for repairs.<\/p>\n<\/div>

<\/i>What happens if I return my bike away from stations?<\/h6>

If you return your bike away from a station in Switzerland, a service fee of at least 20 CHF will be charged.\u00a0<\/span><\/p>\n<\/div>

<\/i>Where can I rent bikes with my nextbike account?<\/h6>

With your nextbike account you can use almost all nextbike affiliated bike sharing systems worldwide. However, for some systems a second registration in the respective system is necessary. This applies to the MVG-Rad Munich, VAG_Rad Nuremberg, Mol Bubi Budapest \/ Hungary, Sitycleta \/ Las Palmas de Gran Canaria and Bilbaobizi in Bilbao \/ Spain. In some systems, bikes can be rented without re-registration, but only via the local app. This applies to Veturilo Warsaw \/ Poland, among others.<\/span><\/p>\n<\/div><\/div><\/div>

Tariffs and conditions<\/h3><\/div>
<\/i>How can I cancel subscriptions?<\/h6>

Subscriptions that don’t prolong automatically do not have to be cancelled. Subscriptions with automatic renewal can be cancelled in the app.<\/p>\n

Information about renewal and cancellation periods can be found in the conditions of the respective subscription in the Wallet of your app.<\/p>\n<\/div>

<\/i>Do students receive discounts?<\/h6>

Students benefit from a preferential rate. To reserve this rate, students must register with the school’s e-mail address.<\/span><\/p>\n<\/div>

<\/i>How much does invia BikeShare cost and what tariffs are available?<\/h6>

Mooinz offers basic tariffs (tariff without subscription), subscriptions and special tariffs for certain groups. You can find all tariffs under Our tariffs<\/a>.<\/p>\n<\/div><\/div>

<\/i>How do I link my invia BikeShare account with a partner to benefit from special conditions?<\/h6>

Register with the email address provided to you by the partner (e.g. your student email address). You will be sent an email with a confirmation link. After confirmation, you will automatically travel at the special tariff.<\/span><\/p>\n<\/div>

<\/i>What conditions do I get from the annual rate?<\/h6>

The annual rate entitles you to free minutes or a reduced rate each time you rent a bicycle. If you rent a pedal bike, you get 30 free minutes per rental. For e-bikes and e-cargobikes, the rate is reduced by CHF1 for each of the first 30 minutes.<\/span><\/p>\n

After the first 30 minutes, the basic rate for the respective bike type applies.<\/p>\n<\/div><\/div><\/div>

Registration<\/h3><\/div>
<\/i>Why do I have to debit 1 CHF although the registration is for free?<\/h6>

To verify your payment method and to activate your account, your bank account will be debited with 1 CHF. However, this is not a registration fee, but can be used as your starting credit. <\/p>\n<\/div>

<\/i>How can I register?<\/h6>

You can register via website or nextbike app.<\/span><\/p>\n<\/div><\/div>

<\/i>How do I activate my customer account?<\/h6>

To activate your customer account, you need to add a payment method to your customer account. We will deposit a credit of 1 CHF to verify your payment method. This is not a fee but will be available on your account as rental credit. All available payment methods are listed in the app.<\/p>\n

After successful debiting your customer account will be activated immediately. Only if you make a bank transfer, your account will be activated after two to four days, depending on the bank.<\/p>\n

Please note that your PayPal account must be verified. More information can be found on PayPal.<\/p>\n

You can find all prices in the price list.<\/p>\n<\/div><\/div><\/div>

Our bikes<\/h3><\/div>
<\/i>What bike types does Mooinz offer?<\/h6>

Mooinz offers classic bikes as well as pedelecs (known as e-bikes) and e-cargobikes.<\/p>\n<\/div><\/div>

<\/i>What is the maximum load of the bikes?<\/h6>

The maximum load of our bikes and e-bikes is 100 kg, of which a maximum of 5 kg may be transported in the basket.<\/p>\n

Find the information about the maximum load for cargobikes on the stickers on the transport boxes.<\/p>\n<\/div><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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