Frequently Asked Questions
Classics
How does Prishtina bike work?
Register easily and for free via app or website. Bikes can be rented via the nextbike app or the hotline.
How do I return my Prishtina bike bike?
The return process differs depending on the bike type and system type.
Place the bike at an official station or – if available – within the flex zone of the respective system and lock it.
E-bikes have to be pushed into a charging stand. If non is free, place the bike next to it.
Framelock:
If the bike has a frame lock, close the lock. The bike is automatically returned.
BikeComputer:
If the bike has a BikeComputer and a fork lock, close the lock and confirm the return on the BikeComputer by pressing ‘OK’.
Station with Smartdocks:
If you return your bike to a station with Smartdocks, push it into the dock. A beep confirms the return. If the station is full, place the bike next to it, lock it and return the it via app, hotline* or terminal.
Combination lock:
If the bike has a combination lock, return it via the app by specifying the location.
In all cases, use an app to check whether the return was successful and inform customer service immediately if this is not the case.
The specific systems’ websites for each city explain how the rental works in this city. If you don’t know the system’s website, please use the location search.
* Bikes with framelocks cannot be returned via hotline.
In which cities is nextbike available?
Nextbike is available in over 300 cities worldwide, including Berlin, Warsaw, Budapest, Glasgow and Riga. Use the location search.
The frame lock does not open. What shall I do?
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.
Where can I return my Prishtina bike?
Depending on the system, the bikes can be returned at official stations or within a flex zone on any public road. On the location map in your nextbike app you can easily see where the next station is or where the flex zone ends.
You can find out whether the system has a flex zone or only stations on the respective website of the system. If you don’t know the system’s website, please use the location search.
Bikes may only be returned in the system in which they were rented. Cross-city returns are only possible in VRNnextbike, metropolradruhr and RVK e-Bike and is communicated on the respective website of the scheme.
E-bikes have to be pushed into a charging stand. If non is free, place the bike next to it.
How can I contact the customer service?
You can reach the Prishtina bike customer service at 0800 200 38, bike@prishtinaparking.net or via App Support function.
I have discovered an incorrect debit in my customer account, what can I do?
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 bike@prishtinaparking.net.
Registration
How can I register?
You can sign up via the website or app.
How do I activate my customer account?
To activate your customer account, you need to add a payment method to your customer account. We will deposit a credit of 5 € 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.
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.
Please note that your PayPal account must be verified. More information can be found on PayPal.
You can find all prices in the price list.
Why do I have to debit 5 € although the registration is for free?
To verify your payment method and to activate your account, your bank account will be debited with 5 €. However, this is not a registration fee, but can be used as your starting credit.
Customer account
Why doesn’t my account remember my PayPal details?
Your PayPal account is probably not verified. For more information please visit PayPal.
When will I receive my invoices?
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”.
How can I cancel my account and what happens to my remaining balance?
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 bike@prishtinaparking.net 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.
How do I pay for Prishtina bike, how is billing done and where can I retrieve the invoices for my trips?
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.
With the direct debit payment method, we debit the open fees monthly from your bank account.
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.
I have discovered an incorrect debit in my customer account, what can I do?
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 bike@prishtinaparking.net.
Why was my account deactivated?
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.
How can I change my phone number?
To change your phone number, please contact our customer service at bike@prishtinaparking.net. Send the email from the email address you use for your account.
How can I contact the customer service?
You can reach the Prishtina bike customer service at 0800 200 38, bike@prishtinaparking.net or via App Support function.
What happens if my customer account is in the red?
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.
Rent, park and return
How do I return my bike correctly?
If the station does not have fixed bicycle racks, the bike will be locked to itself.
As a general rule, nobody should be hindered by the parked bike.
Please note the following:
The bike may not be parked or returned:
a) at traffic lights
b) parking ticket machines or parking meters
c) at road signs
d) on sidewalks, if this results in a passage width of less than 1.50 m
e) in front of, at and on escape routes and firefighter access zones
f) where this conceals the stationary advertising of a third party
g) by locking to fences of private or public houses and establishments
h) on public transport platforms and bus platforms
i) at public bicycle racks
In case of contravention we reserve the right to charge a service fee.
How do I recognize an official station?
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.
Can I rent Prishtina bike bikes without an app or without an internet-enabled mobile phone?
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.
Can I rent several bikes parallely with one customer account?
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.
How does Prishtina bike work?
Register easily and for free via app or website. Bikes can be rented via the nextbike app or the hotline.
How do I return my Prishtina bike bike?
The return process differs depending on the bike type and system type.
Place the bike at an official station or – if available – within the flex zone of the respective system and lock it.
E-bikes have to be pushed into a charging stand. If non is free, place the bike next to it.
Framelock:
If the bike has a frame lock, close the lock. The bike is automatically returned.
BikeComputer:
If the bike has a BikeComputer and a fork lock, close the lock and confirm the return on the BikeComputer by pressing ‘OK’.
Station with Smartdocks:
If you return your bike to a station with Smartdocks, push it into the dock. A beep confirms the return. If the station is full, place the bike next to it, lock it and return the it via app, hotline* or terminal.
Combination lock:
If the bike has a combination lock, return it via the app by specifying the location.
In all cases, use an app to check whether the return was successful and inform customer service immediately if this is not the case.
The specific systems’ websites for each city explain how the rental works in this city. If you don’t know the system’s website, please use the location search.
* Bikes with framelocks cannot be returned via hotline.
The frame lock does not open. What shall I do?
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.
What do I do if my bike has a defect?
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.
What happens if I return my bike away from stations or outside the flex zone?
If you return your bike without permission, a service fee of at least 20 € will be charged. More information about service charges can be found on the respective website of the system.
Can I pause my ride during the rental?
Yes, you can.
If the bike has a frame lock, pause your ride in the app and then close the lock (attention: If you close the lock before you pause your ride, the bike will be returned immediately). To continue cycling, end the pause mode in the app and the lock will open automatically. Never end the pause mode from afar.
If the bike has a BikeComputer and a fork lock, activate the pause mode. To do so, briefly touch the BikeComputer to wake it up, then press the ‘P’ button, close the fork lock and confirm the pause mode again with P’. To continue cycling, enter the lock code again into the BikeComputer and press ‘OK’.
The rental stays active during the pause and will be charged as usual.
Can I rent my bike in one city and return it in another?
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.
Where can I return my Prishtina bike?
Depending on the system, the bikes can be returned at official stations or within a flex zone on any public road. On the location map in your nextbike app you can easily see where the next station is or where the flex zone ends.
You can find out whether the system has a flex zone or only stations on the respective website of the system. If you don’t know the system’s website, please use the location search.
Bikes may only be returned in the system in which they were rented. Cross-city returns are only possible in VRNnextbike, metropolradruhr and RVK e-Bike and is communicated on the respective website of the scheme.
E-bikes have to be pushed into a charging stand. If non is free, place the bike next to it.
The return was not successful. What should I do?
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.
Our bikes
What is the maximum load of the bikes?
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.
Does Prishtina bike offer children’s bikes, helmets and trailers?
As a rule, nextbike and its subbrands like Prishtina bike 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.
What bike types does nextbike offer?
nextbike has several bike types, but usually in one city only one bike type is used. You can differentiate between bikes with high or low access and bikes with lock type. Bikes can have combination locks, fork locks on the front fork or frame locks on the rear wheel. Pedelecs and cargo bikes are also used in some cities. As an exception, Usedom has children’s bikes, Veturilo Warsaw also has children’s bikes and tandems.
In cities, that offer several bike types, you can use the filter in your app to search for a specific bike type.
You can find out which bikes are available on the system’s website. If you don’t know the system’s website, please use the location search.
(Our ebike product is in fact a so-called pedelec. This is a bike with limited motor assistance, which is switched on when pedaling. Legally, there is no difference between a pedelec and a pedal bike. Helmets and driver’s licenses are not required.)