It is possible that your bike is not well placed. Make sure you placed it correctly by following these simple steps:
- Check if the dock light is blinking red and green before returning the bike. If it is, it won't dock the bike correctly. If the dock light isn’t blinking red and green, you can use the dock.
- Put the bike in any dock with green light on, wait until the dock light has stopped flashing and has turned red. Try to pull the bike out of the lock to check if it is properly docked.
- Please place your card on the station 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 means the bike has not been successfully returned; if this happens 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 docked the bike correctly! Take a look at this article to learn how.