We're sorry to hear that you're having trouble unlocking your eBike. Let's troubleshoot the issue together. Please try the following steps:
Check your funds: To unlock the eBike, you must have £5 available for the pre-authorisation hold. This hold ensures the validity of your payment method and that you have sufficient funds to cover your ride. You may also have a pending failed payment, head to your invoices to check this. To pay, check out this article here.
Check eBike Availability: Ensure that the eBike is visible on the map within the app. It may not be available for use due to reasons such as having less than 20% battery, being currently in use by another rider, or undergoing maintenance.
Check Your Internet Connection: Verify that you have a stable internet connection. If you're using mobile data, try turning it off and then back on. If you're connected to Wi-Fi, consider switching to your mobile data to ensure a reliable connection.
Check Location Settings: Make sure you have enabled location services for the HumanForest app. For iPhone users, it's important to ensure that precise location is turned on in your phone settings. Without precise location enabled, you may be unable to rent the eBike.
Is your account active: Check if your account is blocked by looking for a red notification banner at the bottom of the app. If your account is blocked, please reach out to our Support & Community team for further assistance.
Restart the App: Completely close the app and then reopen it. This can help refresh the app and resolve any temporary issues.
Update the App: Ensure that you are using the latest version of the app.
If you have tried all of the above steps and are still unable to unlock the eBike, please don't panic! We're here to assist you. Simply reach out to our Support & Community team for further assistance.