Frequently asked questions: Bikesharing

In most cases, you must add or select a different payment method to resolve any payment problem. However, below are some common payment problems and their resolutions:

• If you receive one of the following messages, your transaction request may have been rejected by the bank for your selected payment method (contact your branch):
  • “Failed Application: Card rejected”
  • “Your payment method is invalid. Please update your billing settings”
  • “There was an error processing your request”
• If you entered your credit or debit card information incorrectly, you must update your card in the “Payment” menu of the application.
• If your credit or debit card has expired, you must delete the expired card from your account and replace it with an active card.
• If there are not enough funds in your account, you must transfer funds to your account. You can also add or select a different payment method.
• Your bank can refuse transactions that exceed your credit limit. In this case, contact your bank or select a different payment method.
• If you are traveling abroad, you may need to contact your bank to authorize international transactions on your credit / debit card.
• Banks commonly use software that identifies fraud patterns and blocks potentially fraudulent transactions. It is possible that your bank has identified the ofo charge as fraudulent and rejected it. Contact your bank to authorize your transactions or select a different payment method.
• If you previously reported that your credit card was lost or stolen, your bank will reject all transactions made in that account. Contact your bank to receive a new card or report that you have recovered the original.

Help us improve your experience! Send a message to info@tucycle.com if you have any other problem related to the payment.

All bicycles in the Tucycle network are available to users for a very small amount, € 0.50 per half-hour blocks.

In case you do not receive the receipt in 2 minutes, do not panic! Please, follow these guidelines:

• Verify that you have enabled notifications for the TuCycle application in your phone’s settings.
• After verifying that the bicycle is locked correctly, restart the application on your phone.

If that does not work, please contact us through the app or at info@tucycle.com.

Rates are charged for every half hour and begin to accrue once a bicycle has been unlocked. The fare timer stops once the bicycle has been parked and properly locked.