It is probably your bike is not well placed. Make sure you placed it correctly by following these simple steps:
- Check if the lock light is blinking red and green before delivering the bike. If it is, it won't dock the bike correctly. If the light lock aren't blinking red and green, you can use the lock.
- Put the bike in the lock with green light on, wait until the light lock has stopped flashing and the light turns on red.Try to pull the bike out of the lock and check if it is properly locked.
- Please place your card on the reader, and check for a confirmation message in the screen “Bike successfully returned”.
If the screen shows the message “Bike in use”, wait 5 minutes, and place again your card in the reader if the message continues to appear that´s mean that you're still not able to dock your bike, please contact our Customer Support Team Center through call center (55-5005-2424 / 800-326-2421), chat, social media or visit us in our Customer Service center, and tell us the number of the bike, the station and the lock, and we will take a look at it.
It is very important that after each use you place your card in front of the reader to make sure that the return is recognized by the system, the screen should show the legend "Bike successfully returned".
For later it might be nice to know how to make sure you have parked the bike correctly! Take a look at this article to learn how.