Frequently Asked Questions

You can reach the Velo City Alba Iulia customer service at +40369227986, info@albaiuliavelocity.ro or via App Support function.

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.

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.

Nextbike is available in over 300 cities worldwide, including Berlin, Warsaw, Budapest, Glasgow and Riga. Use the location search.

To change your phone number, please contact our customer service at info@albaiuliavelocity.ro. Send the email from the email address you use for your account.

You can reach the Velo City Alba Iulia customer service at +40369227986, info@albaiuliavelocity.ro or via App Support function.

You can cancel your account in your settings in the app or by logging in to our website.

Alternatively, you can send us your cancellation by email to info@albaiuliavelocity.ro or by post (address in the website footer).

Any remaining credit will be refunded. Exceptions to this are usually travel credit acquired through loyalty programs or similar. This is not payable.

To activate your customer account, you must enter a valid phone number as well as your name. A PIN will be send to your phone number immediately after registration.

Defects can easily be reported via the support function in our app. 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 can be locked and repaired as quickly as possible. If you went off with a bike and only then notice a defect, end your ride and call our service. Only then can we cancel the ride and register the bike for repair.

Unfortunately, we cannot refund any fees if you have continued using the bike despite obvious defects.

This is what individual bikes look like on the map. Depending on the system, they may be different colours. Additional symbols for e-bikes or cargo bikes are possible depending on the system.

This is what stations look like on the map. Depending on the system, they can have different colours. Additional symbols for e-bikes or cargo bikes are possible depending on the system.

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.

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.

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.

Register easily and for free via app or website. Bikes can be rented via the nextbike by TIER app or the hotline.

You can 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. The rental stays active during the park mode.

If a terminal is out of order, you can still rent and return bikes at the respective station via the app or our hotline. Please inform our service by app, phone or email about the defect so that we can fix it quickly.

Yes, bikes can alternatively be rented via the hotline. If the local system has terminals or BikeComputers, these can also be used for rental and return.

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.

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.

Bikes can be returned to all official Velo City stations in Alba Iulia. The flexible return away from stations is not allowed.

Place the bike at an official station and close the frame lock. Check your app whether the return has been successful and inform our customer service if it wasn’t.

No, only one bike can be rented at a time.

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.

Find the information about the maximum load for cargobikes on the stickers on the transport boxes.

Velo City offers standard bikes as well as handbikes.

As a rule, nextbike and its subbrands like Velo City Alba Iulia do not offer any accessories. Exception: At the PLUS stations on the island of Usedom you can rent children’s bikes, helmets and trailers. Veturilo Warsaw also has children’s bikes and tandems.

Links to partners in order to take advantage of special conditions can either be made via the partner selection in the customer account or by registering with a specific email address, such as the university email address or a work email address. How exactly a link is made can be read on the pricing, CAMPUSbike or partner page of the respective website of the system. If you don’t know the system’s website, please use the location search.

The first hour of use is FREE, and starting from the 61st minute, late-return penalties apply.

When the bicycle is returned, the system automatically calculates the trip duration. If it is found that the 60-minute free period has been exceeded, a penalty is charged according to the schedule below:

Additional fee: 50 lei for returning the bicycle outside the station or more than 15 meters away from it. If the station is full, the bicycle may be returned near the station, within a maximum distance of 15 meters.

Late-return penalties (after the free hour):

• 0–60 min: FREE (0 RON)
• 61–90 min (30 min late): 2 RON
• 91–120 min (60 min late): 4 RON
• 121–150 min (90 min late): 8 RON
• 151–180 min (120 min late): 12 RON
• 181–210 min (150 min late): 16 RON
• 211–240 min (180 min late): 20 RON
• 241–300 min (240 min late): 25 RON
• 301–360 min (300 min late): 30 RON
• 361–420 min (360 min late): 35 RON
• 421–480 min (420 min late): 40 RON
• 481–540 min (480 min late): 50 RON
• 541–600 min (540 min late): 60 RON
• 601–660 min (600 min late): 70 RON
• 661–720 min (660 min late): 80 RON

You can sign up easily via website or app.

To activate your customer account, you must enter a valid phone number as well as your name. A PIN will be send to your phone number immediately after registration.