Frequently asked questions

What to start with

  • How to register?

    You can register on our site, at the Velobike terminals or with the mobile app for Android or iOS. You will need your phone number to register.

  • What to do after registration?

    You will receive SMS from Velobike with Login and PIN. Save this information in a message, notes or in the phone address book: you will need it to rent bicycles. Select how long you want an access for and pay for it. Immediately after payment you can rent bicycles. Choose any bike at the station, enter the login and PIN on the handlebar, the bike will unlock, and you can ride.

  • How do I change my phone number in my account?

    Email us on info@velobike.ru from the email address specified at the registration. We will make changes and send a response.

Pricing and billing

  • Payment failed. What shall I do?

    Please check if there is enough money on the card and you entered correct code from push/sms from the bank. If everything is correct - contact your bank's support service and try to pay for the access by another card.

  • How can I pay the debt?

    Sign in to our mobile app or site and select “Pay debt”. Enter credit card details and push/sms code from the bank.

  • How do I pay for an access?

    Register on our site, mobile app or at the terminal. After registration you will be offered to choose an access for a day, month or season. Select desired access and pay by credit card.

  • Suppose I bought a 24 hours access and cycled an hour and a half in a row. How much do I have to pay?

    For an hour and a half of continuous ride your bank card will be charged 100₽. More details about additional payments - in the section "Pricing".

  • May I pay for a new access while my current access is active?

    No, you may pay for a new access just after the current access expires. If you paid for a month access and would like to prolong it up to the end of the season, please wait when the current access expires.

  • How can I ride 30 minutes for free?

    There is no free ride at Velobike. First of all, we kindly asking you to register and pay for an access. After that you may ride up to 30 minutes for free. We will charge your bank card for rides longer than 30 minutes.

  • How can debt appear?

    A debt for a ride can appear if your card does not have enough money or the bank declines a payment. We will ask you to pay off the debt before you can use the service again.

  • Do I need to put down a deposit?

    There's no need in a deposit, but if you do not return a bike within two days, your bank card will be charged 30 thousand rubles as a fine. Therefore, we ask always to check that when you return the bike to the station you receive a message "Return OK" and SMS confirmation from Velobike.

  • Can I pay for an access through the mobile app?

    Sure. Just sign in to our mobile app, and select “Buy access”. If you have a promo code, type it in the form before you choose an access. Then read Terms and Privacy Policy, click “Pay”, enter credit card details and push/sms code from the bank.

  • How much does it cost?

    24 hours access for bikesharing costs 150₽, 30 days – 600₽, “Season” up to October 31 – 1200₽. Each access includes unlimited quantity of trips lasting up to 30 minutes. Rides over 30 minutes incur extra fee. Also we offer a new access “Season 45 minutes” just for 1500₽, which includes unlimited quantity of trips lasting up to 45 minutes. See Rates.

  • Which cards do you accept?

    We accept Visa, Mastercard, Mir. We do not accept cash, Maestro or Troika card.

Daily use

  • Where can I take bicycles? Where should I return them?

    Bicycles can be taken and returned at Velobike stations. Now in Moscow there are 430 stations: find the most convenient on the map or in the mobile app for iPhone or Android. Bicycle stations are located in the center of Moscow, at the entrances to the parks, near the metro stations and in many areas. Before you go to the bike station, check on the map, whether it works and how many free bicycles there are on it. If the station is empty, you can not take a bicycle. If the station is full, you can not return it.

  • How do I check that the bikesharing has finished?

    The handlebar display will show "Return OK" and you will receive a text message confirming that you have completed the bikesharing. If you now click on the handlebar display OK, the bike will offer to log in by login or card "Three". Any other messages mean that the bikesharing is not completed.

  • How shall I return a bike?

    Return the bicycle to any empty dock of the station. Wait for “Return OK” and SMS confirmation.

  • May I drop the bike on urban bike parking near the metro?

    No, you must return the bike to the Velobike stations only.

  • Why are only 30 minutes included in an access?

    The City bikesharing is created for short trips around the city: for example, to get from Pushkin to Chistye Prudy, without a need to go by the metro. An unlimited number of trips up to 30 minutes are included in the access.

  • Can I take a few bikes from one account?

    Only one bicycle can be used for one paid access. To ride with a company, everyone should have their own access.

  • Do I always need to check that I returned the bike correctly?

    Always. The rental time begins when you unlock the bike, and ends when you return the bike to the station. If the bicycle is improperly installed in the dock, the bicycle lock will not close and the rental time will not end. When you park a bicycle to the dock, wait for the "Return OK" sign on the bicycle handlebars and SMS from Velobike that the rental is over. This is the confirmation that the system has accepted your bike.

  • How long can I take a bike for?

    When you have paid for an access, you can take a bike at no extra charge for 30 or 45 minutes, depending on the access you have chosen. 30 or 45 minutes for each trip are already included in the access.You will need to pay for rides over than 30 or 45 minutes in accordance with the terms of an access. The paying period is the time between the time you took and returned a bicycle to the bike station. The maximum time for which you can take a bicycle is two days. A fine of 30 thousand rubles will be written off your bank card after 48 hours of a start of the bikesharing. If you are going to take a bicycle for a longer time, consider a daily rental in private rental firms.

  • How many trips can I make?

    You can make as many trips as you wish within the paid access. For example, if you have bought the 24 hours access, then within 24 hours from the date of payment, you can take and return the bike as many times as you want at any bikesharing station. The main thing is to remember about 15-minute breaks between trips, which are necessary for synchronization of the system data.

  • Is it compulsory to return the bike on the same station it's been taken on?

    No, it’s not compulsory. You may return the bike to any station with empty slots. If there’s no empty slot on the nearest station, you should find another station. It’s prohibited to leave the bike close to the station: the rental session will not be over.

"Troika" card

  • How can I take a bike using my "Troika" card?

    Log in to your personal account via our site or mobile app and choose link my "Troika" card. You will be asked to provide your "Troika" card number from the back of the card. At the station login to your personal account at the terminal and choose link "Troika" card and then attach the card to the reader. Having linked your "Troika" card to your account you will only need to attach it to the handlebar reader and enter your PIN to take a bike. Please note: after linking "Troika" card you can not take a bicycle without it. If you leave your "Troika" card at home, you can not take a bike without it. You'll first have to unlink the "Troika" in your personal account.

  • Can I pay by my "Troika" card?

    You can not pay by a "Troika" card. Your "Troika" card can only be used when unlocking a bike at the bikesharing station. You can use it instead of your LOGIN by attaching it to the lock at the handlebar. However, first you need to link it to your personal account via our site, app or terminal. It is important to remember that when you have a "Troika" card linked to your account, the LOGIN does not work.

Problems at the bikesharing station

  • I returned the bike in time. However, then I received a message saying that 3000 rubles were written off from my bank account. Why did it happen?

    The bikesharing station did not accept your bike and therefore the bikesharing session was not finished. To avoid this always wait for a sign "Return OK" and SMS confirmation when parking the bike in the dock at the station.

  • I took a bike but it turned out to be broken

    Thank you for noticing! We will fix it ASAP. What to do now: 1) Return the bike to the station and park it into a dock 2) Wait for the sign "Return OK" and SMS confirmation 3) Report a breakdown to the Velobike support service by phone: +7 495 966 ​​4 669 or via a chat bot in Telegram t.me/velobikeru_bot . We will ask you to name the station number and bicycle number, and also describe the malfunction. 4) Take another bike and enjoy your ride

  • There are no empty docks or bikes at the station to park the bike in or to take a bike.

    This might happen on the weekends and during rush hours. Look at the map to see which nearby stations have free bikes or docks. The map is always at hand on the site, in the app for iPhone and Android. You may also wait for a few minutes as someone will ride to the station and park their bike so you can start using it. Or someone might take a bike so you can park yours instead to an empty dock. It is better to check beforehand if there are free bikes or docks at the station you are planning to go to.

  • I try to finish my bikesharing session. Park a bike into a free dock but nothing happens

    Check if the bike stands flat and is inserted to the dock correctly as the bikes nearby. If it does not help try to park your bike to an other free dock closer to the terminal. If it does not work out, please proceed to another nearest bikesharing station. If this still does not work, call Velobike support: +7 495 966 ​​4 669

Problems during a ride

  • I got into an accident the bike was not harmed

    If you are injured, call an ambulance immediately, dial 112. If you can not return the bicycle to the station, ask passers-by to help you - you just need to park your bike in the dock and get the message "Return OK". If a bikesharing station is far away or you are not sure that you will be able to get help, call Velobike support: +7 495 966 ​​4 669. We recommend buying extended access with insurance.

  • I got into an accident and the bike is broken

    If no one is hurt, call Velbike's support service and tell us about the incident +7 495 966 ​​4 669. If someone is injured, call an ambulance immediately, dial 112.

  • Some hooligans vandalized the bike while i was away

    From the start of the bikesharing session, you are solely responsible for the safety of the bike. If you are in a difficult situation, call Velobike support: +7 495 966 ​​4 669. You can also write a statement to the police.

  • The bike is stolen

    Call the police by dialing 112. Then call Velobike's support service +7 495 966 ​​4 669. You will need to write a statement and get the ticket-notification in the police office.

  • There is a stolen or lost bike in the street

    If there is a Velobike station nearby, please park the bike carefully into the dock. You can save someone's money. If there is no station nearby, call Velobike's support service +7 495 966 ​​4 669

Insurance

  • I got into an accident on a bicycle, I have access with an insurance program, what should I do?

    You must necessarily inform the support service "Velobike" by phone +7 495 966 ​​4 669 about the accident, call the traffic police and, if necessary, an ambulance.

  • Who I should contact in case of an insured event?

    In case of an insured event, you should contact the insurance company directly by phone. +7 495 644 44 40. You will be told what documents you need to provide and where to bring it in.

  • What types of an access are there with the insurance program?

    Now you can buy four types of an access - "Safe day", "Safe Month", "Safe Season" and "Safe Season. 60 minutes. "

  • Where can I see the terms of insurance?

    On the "Velobike" site follow the link https://velobike.ru/about/

  • What is the sum I am insured for?

    You are insured against an accident that occurred as a result of a road accident: for access to the "Safe day" for 50 000 rubles, for accesses "Safe Month", "Safe Season" and "Safe Season: 60 minutes" for 70 000 rubles.

  • What insurance company will I be insured in?

    The insurance company called VTB Insurance, see www.vtbins.ru

  • How can I buy an access with the insurance program?

    You can purchase an access in your personal account on the site (in the mobile application will be available soon), on the terminal the purchase is not available. It is necessary to select access and activate "Extended access" by ticking in the box, and agree with the terms of the insurance program, user agreement and consent to the processing of personal data. Access with the insurance can not be paid with bonus points, the access cost with the insurance is not refundable.

  • What is the advantage of an access with the insurance program?

    The insurance program provides life and health insurance (Accident as a result of a road accident) of the User during the ride and insurance of the bicycle in case of theft or accident, and you receive an additional 15 free minutes of bikesharing.

  • I have a valid access, I want to change it for an access with the insurance program.

    You can purchase an access with the insurance program only after the expiration of the current access.

  • How much does an access with the insurance program cost?

    The cost of the accesses with the insurance program: "Safe day" - 200₽, "Safe Month" - 700₽, "Safe Season" - 1650₽, "Safe Season. 60 minutes »- 1800₽.

  • What is the validity period of the insurance program?

    The insurance program is valid for the period of validity of the access, i.e. 24 hours from the date of a purchase, 30 calendar days and until October 31 inclusive for the accesses "Safe day", "Safe Month" and "Safe Season", "Safe Season. 60 minutes" respectively.

Electric bicycles

  • How do I start the electric bikesharing?

    Just like the usual one: 1. Register and pay for an access 2. Select the electric bike at the nearest power station 3. Enter the login and PIN on the steering wheel panel. The bicycle is unlocked 4. Ride You can return the electric bike only to one of the seven electric power stations. Use the dock with the inscription "Electro-bike".

  • What if the battery finishes while riding?

    You will have to pedal like an ordinary bike.

  • Do I have to register separately to ride electric bikes?

    Additional registration is not needed to use an electric bikesharing. The paid access to the Moscow bikesharing is enough.

  • How much does the electric bikesharing cost?

    As much as the usual one: from 150 ₽ for a 24 hours access, the cost of the access includes any trips up to 30 or 45 minutes. Read more - on the prices page .

  • What if I still return the electric bicycle to a normal dock?

    We will ask you to pay a fine of 1000 ₽.

  • How long does the battery charge?

    From 20 minutes to one and a half hours, depending on the workload of the station.

  • What is the difference between electric bikesharing and the usual one?

    Basically there is no big difference, except that you need to monitor the level of a battery power, and the weight of the electric bike is about 40 kg. It is necessary to climb carefully to the curbs and bumps and take into account the increased braking distance.

  • What is an electric bike?

    These are bicycles with a motor and a battery. The motor helps to accelerate when you go uphill, and on a flat road can ride you by itself. The maximum speed is up to 25 km/h. Electric bicycles have a limited range of riding - the battery life is 10-20 km. When the battery is low, the electric bike turns into a normal one and you need to twist the pedals.

  • Как определить уровень заряда батареи велосипеда?

    Все парковочные стойки сверху пронумерованы. Индикаторы заряда расположены на парковочных стойках с правой стороны и соответствуют номеру парковочной стойки. Если индикатор горит зелёным - велосипед заряжен. Если индикатор мигает зелёным - идёт зарядка велосипеда.

  • Can I return the electric bike to the normal station?

    No, the electric bike should be charged at a specially equipped electric power station. The electric bike can only be returned on it in a special dock with the inscription "Electro-bike". If you return it to a normal station, we will write off a fine of 1000 ₽from your account.

  • Where can I take an electric bike and park it?

    Electric bicycles are being charged at the special stations: there are 7 stations at the moment. Take and return electric bicycles you can only at these stations. See electric rental card .

  • Why are there so few electric stations?

    So far this is a pilot project. If the electric bikesharing becomes popular, in due course new stations will appear.

  • How can I check that the bikesharing is completed on the bike?

    The display will show "Return OK" and you will receive a text message confirming that you have completed the bikesharing. If you now click on the OK button, the bike will offer to log in by login or "Troika" card. Any other messages mean that the bikesharing is not completed.

If you have any questions, please call 24 hours customer service: +7 495 966-4-669