Frequently Asked Questions

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

You can reach the Vélhop customer service at +33 (0)3 67 70 70 70, contact@velhop.strasbourg.eu or via App Support function.

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 contact@velhop.strasbourg.eu.

Return is only permitted at the same station where the bike was rented. For returns outside the home station, we charge a €25 service fee.

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.

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

To access Vélhop at a station, you can sign up via the website or via app.

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

To access Vélhop at a station, you can sign up via the website or via app.

Your PayPal account is probably not verified. For more information please visit PayPal.

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”.

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 contact@velhop.strasbourg.eu or by post (address to be found in the website footer).

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.

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.

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.

To activate your customer account, you need to add a payment method to your customer account. 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. 

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.

To change your phone number, please contact our customer service at contact@velhop.strasbourg.eu. Send the email from the email address you use for your account.

You can reach the Vélhop customer service at +33 (0)3 67 70 70 70, contact@velhop.strasbourg.eu or via App Support function.

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 contact@velhop.strasbourg.eu.

contact@velhop.strasbourg.eu or by post (address to be found in the website footer)."}" data-sheets-userformat="{"2":769,"3":{"1":0},"11":4,"12":0}">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 contact@velhop.strasbourg.eu.

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.

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.

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.

If you want to return the bike but there is no dock available at the departure station, you can still drop it off next to the station and finish your rental as normal. Don’t forget to close the lock before leaving.

Visit the Vélhop store, located on level -1 of the Grande Verrière, Gare de Strasbourg.

Yes, you can. Activate the park mode in the app and then close the lock. 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.

Return is only permitted at the same station where the bike was rented. For returns outside the home station, we charge a €25 service fee.

Your Vélhop bike-sharing account allows you to rent a Vélhop at a Vélhop station only.

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.

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

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.

Simply re-scan the QR code on your bike and start the rental process again. The software will identify that it’s the same bike and your first rental will continue. To avoid charges, the bike must be returned to its original station (where it was picked up).

If you wish to take a break, click on ‘park the bike’ before confirming and close the frame lock on the rear wheel of the bike (turn down the blue lever).

The €25 charge for not returning the bike to the original station is automatically waived when you pick it up again.

Access is limited to 24 hours per rental.

Yes, bikes can alternatively be rented via smartcard or via the hotline.

Returning the bike is free of charge and is only permitted at the same station where the bike was rented. For returns outside the home station, we charge a €25 service fee.

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.

Only pedal bikes can be rented at a Vélhop station.

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