Frequent questions

  1. Open Onyahbike App and find a bike.
  2. Press the UNLOCK button at the bottom of the home screen.
  3. Scan the QR code displayed between the handlebars or the lock over the rear wheel.
    Once successfully scanned (OR you can type in the Bike number too) the lock will automatically unlock and you may begin riding.
    At the end of your trip:
  4. Make sure the bike is within the Operational Zone ($30 relocation fine applies, please check the Map on the App).
  5. Park responsibly and CLOSE THE LOCK MANUALLY.
    Please note : Trip timer could take up to 5 minutes to stop running. No charges are made during this time. If the timer keeps running after 5mins, please let us know asap using the App Live Chat. Or by email at support@onyahbike.com. We will sort it out, any extra charges will be waved. No worries.
  • Bike doesn’t unlock
    If you hear the lock beeps and the app begins to count your riding time, please just remove the wheel a little bit and pull the ring to unlock manually, because the spoke might touch the ring of lock and block it to be unlocked. If it still doesn’t unlock, please scan the QR code to unlock it again.
    If you don’t hear the lock beeps and the app doesn’t begin to count your riding time, please check your data connection, bluetooth and try more times to unlock the bike first. Otherwise please change another bike, since this bike is unavailable now and you can report it as a faulty bike by clicking the wrench icon in the bottom right of the homepage (choose “lock failed”).
  • I can’t end the trip
    If you can’t lock your bike, please click “can’t lock” in the top right of the homepage, submit your report by following the instruction. You could also feel free to contact us in the live chat box if you are urgent to use the services right away.
    If you have already locked the bike but the riding time still keeps counting more than 3mins (you won’t be charged on any time after locking the bike), please click “can’t lock” in the top right of the homepage, submit your report by following the instruction. You could also feel free to contact us in the live chat box if you are urgent to use the services right away.
    Please be aware your account will be frozen after submitting the report, and we will get back to you ASAP.
  • I receive a message “You have parked a bike in a no-parking zone”
    To aviod the account frozen, please go to “my trips”, find the improperly park trip and pay the service fee. Then ride any bike out of no parking zone (grey zone) or into operations zone (with blue boundary) asap to get a full refund,  contact us if you don’t receive a refund confirmation message within 10mins.
    If you believe you didn’t park improperly by checking the no parking zone/operations zone in the app, please contact us in the live chat ASAP.
  • I still need to pay the service fee even if I have already ridden a bike out of no parking zone (grey zone) or into operations zone (with blue boundary) 
    Please contact us in the live chat ASAP to unfreeze your account, but please aware it will still take 30-60mins for your account to be unfreezed.
  • How can I ride a bike to cancel/refund the service fee if my account has already been frozen
    Please pay the service fee to unfreeze your account, but also aware it will still take 30-60mins for your account to be unfreezed. When you finish your trip, please contact us in the live chat if you don’t receive a refund confirmation message within 10mins.
  • Bike is broken
    Please lock the bike first if you have already unlocked it, and feel free to click the wrench icon in the bottom right of the homepage to report this issue by following the instruction. Please contact us in the live chat box with photos of the bike if you believe your trip should be free because of the broken bike.
  • Unlocking two bikes in one account
    Please feel free to contact us in the live chat box with this requirement.
  • The verification code doesn’t work when I login my account
    Please delete the last digit of the verification code and re-type it again.

OnyaHbike provides two payment options in “my wallet” for our customers

  1. Top up for PAYG (charging by trip time) Rate: 20c per minute Options: $5, $10, $15, $20 Balance refundable at any time
  2. Pass (subscription) Auto-renewal for credit card customers cancellable in «»my wallet»» of the app at any time Non-refundable Options: $29.9/30days $59.9/90days $199/360days

Onyahbike pass allows our customers to ride unlimited trips during its valid term, each trip is free up to 2 hours. Any time longer than 2 hours will be charged as PAYG rate. Can I get a refund? Your topped-up balance can get a full refund at any time, but please note Onyahbike pass is not refundable. Each refund will take up to 10 business days to be available.»

Can I park the bike anywhere?
Unfortunatelly no, please follow the instruction below.

Operations zone:
It is the allowed parking area with blue boundary in the app, check the operations zone before your trip by zooming out the map of app when you see the whole city. Parking outside the operations zone will cause a $30 service fee, bringing any bike back to the operations zone within 2 hours to get a full refund.

No parking zone:
It is the grey zone in the app, check no-parking zone by removing the pointer to the destination before your trip. Parking inside the no parking zone will cause a $30 service fee, bringing any bike out of the no parking zone within 2 hours to get a full refund.

Parking:
Please follow the local law and regularity to park the bike within Onyahbike operations zone, and do not park the bike inside any no parking zone, property, building, car park and any places which can impact transportation.

I would like to report a complaint about Onyahbike bike?
Please email us on support@onyahbike.com or contact us in the live chat box in our website/app, our operations team will remove the bikes ASAP!
Safety
Please check the bike’s main part before your trip: Brake, wheel and handlebar.
Please ride the bike legally in the bike lane and avoid riding on the road with heavy traffic

Helmet
OnyaHbike provides helmets when we deploy our bikes, but they might lose due to reasons.
Please make sure you always wear your helmet on the trip.
If you use Onyahbike helmet, please also remember to take off the helmet, put both loops within the lock, close the ring to lock the helmet on the bike to end your trip.
Onyahbike may provide unlimited rides pass as a coupon to you.
Please go to “my coupons” in the app to redeem your coupon. Wait a few minutes and check “my wallet” to see the new expiry date of your pass. Begin your trip then!

To end your trip you must swipe right the ring to close the lock manually. The lock will bip twice.

Trip timer can take up to 5 mins to stop but you won’t get charged for extra time if you have already locked the bike properly. (Eric please check) If the timer keeps running more than 5 mins after you lock the bike, please click «can’t lock» in the top right of home screen or contact us in the live chat.

Cancel this question, it makes a little confused with the last one. I have combine the two questions as above.

To aviod the account frozen, please go to “my trips” and find the improperly park trip and pay the service fee. Then ride any bike out of no parking zone (grey zone) or into operations zone (with blue boundary) asap to get a full refund, contact us if you don’t receive a refund confirmation message within 10mins. If you believe you didn’t park improperly by checking the no parking zone/operations zone in the app, please contact us in the live chat asap.

Please contact us in the live chat asap to unfreeze your account, but please aware it will still take 30-60mins for your account to be unfreezed.

Please pay the service fee to unfreeze your account, but please aware it will still take 30-60mins for your account to be unfreezed. When you finish your trip, please contact us in the live chat if you don’t receive a refund confirmation message within 10min

Contact us in the Live chat

Contact us in the Live chat

Please try again a couple of times or a different bikes, otherwise contact us using the Live chat (web & App) so we can assist.

Click on the tool icon at the right bottom of the homescreen and choose the corresponding issue to report.