Frequently Asked Questions

To verify your payment method and activate your account, your bank account will be debited with 1 €. However, this is not a registration fee, but can be used as starting credit.

You can sign up on the website or the bizkaibizi app.

To activate your customer account, you need to add a payment method and purchase the annual tariff of €12.50 (€25 from January 2024) via the wallet section in the app.

We will deposit a credit of 1 € 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 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 Bizkaibizi app under support, via the hotline stated in the footer of the system’s website or via info@bizkaibizi.eus.

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.

You can easily cancel your account in your customer account via login on our website. Log in and click on “Close account”. Remaining credit will be automatically refunded.

Alternatively you can send us your cancellation by e-mail to info@bizkaibizi.eus or by post (address to be found in the website footer).

info@bizkaibizi.eus. Send the email from the email address you use for your account."}" data-sheets-userformat="{"2":899,"3":{"1":0},"4":{"1":2,"2":15374745},"10":0,"11":4,"12":0}">To change your phone number, please contact our customer service at info@bizkaibizi.eus. Send the email from the email address you use for your account.

You can reach the Bizkaibizi customer service at +34 944 943 426, info@bizkaibizi.eus or via App Support function.

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.

Probably, there is no means of payment deposited. Please check this in your customer account and contact customer service if in doubt.

A service fee of 150 € will be charged if a bike is returned outside an official station.
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.

Yes, you can activate the park mode in the app and then close the framelock (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 and will be charged as usual.

If you have returned a bike improperly, you can avert the usual fee of 150 € by renting the bike again and returning it properly. The successive rentals of the same bike are merged.

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 150€ fine will be waved.

Register easily and for free via app or website. Bikes can then be rented via bizkaibizi app, the hotline or by tapping your BARIK card at the top of the rear wheel of the bike. Information on how renting and returning a bike work, can be found on the homepage under How it works.

Yes, that is possible. You can rent and return a bizkaibizi bike at an official bizkaibizi station in one of these cities: Bilbao, Barakaldo, Berango, Leioa, Santurtzi, Getxo, Erandio, Portugalete or Sestao.

All stations are marked on the map in the app 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.

Bikes may only be returned at official bizkaibizi stations and NOT in the neighbouring Bilbaobizi or GETXOBIZI stations.

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.

Yes, bikes can alternatively be rented via the hotline.

Return your bike at a bizkaibizi station and push it into the dock. Close the framelock to end the rental. If the station is full, place the bike next to it and lock it.
Check your app, whether the return was successful and contact our customer service immediately, if the rental is still running.

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 Bizkaibizi app under support or via the hotline stated in the footer of the system’s website.

If you return your bike without permission, a service fee of 150 € will be charged. More information about service charges can be found in the terms and conditions on the website which you accepted during the registration process.

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.

bizkaibizi offers ebikes and tricycles. Our ebike 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.

There is one tricycle available for rental in each of the nine municipalities.

You can use the filter in your app to search for a specific bike type.

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.

The annual subscription is mandatory in order to use the bizkaibizi bikesharing scheme. Without purchasing it, you cannot activate your account.

Unless otherwise stated, special conditions through partner cooperations apply only in the respective city or in the respective network system. Furthermore, the discount only applies to the first bike if several bikes are rented in parallel. Detailed conditions can be found 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.

Tariffs that don’t prolong automatically do not have to be cancelled. Tariffs with automatic renewal can be cancelled in the app.

To activate your account and use the bizkaibizi bikes, you need to buy an annual subscription for 12.50 € (25 € from January 2024). Afterwards, the basic rate applies. You can find all information on the website.