Follow these steps to unlock an E-bike:

Step 1: Find a nearby E-bike or locate it on the map in our app.

Step 2: Scan the QR code on the e-bike or manually enter the vehicle number to unlock it.

Step 3: After tapping “Unlock,” decide whether to use the helmet provided in the basket.

Step 4: Make sure to wear the helmet. Then, pedal the e-bike to accelerate and ride.

Follow these steps:

1. Quickly end the trip within 2 minutes to avoid additional charges.
2. After ending the trip, take a photo showing the problem with the bike.
3. Submit feedback through the “Vehicle Issue” form in the app, including details and attaching the photo of the
4. Contact our customer service for compensation (refund amount depends on the case).

Additional Notes:

Trips exceeding 2 minutes will be charged at the normal rate. If you were charged for a faulty bike, please contact customer service. We will promptly refund any charges incurred or provide compensation if the bike is confirmed to be faulty. However, the third attempt to end a trip within 2 minutes will incur extra charges, and no refund will be issued.

You may click the ‘Pause‘ button in the app to temporarily lock the vehicle. During the pause, no one else can unlock the vehicle. Please note that the normal riding fee will still be charged while the vehicle is in Pause status.

Follow these steps:

1. Ensure you are within the Service Zone or a special “P” spot in the No-Parking
2. On the homepage of the app, press “End “
3. Ensure the bike is locked.
4. Press “Proceed to Payment” and select your preferred payment method to complete the payment.

Additional Note:

A $20 relocation fee will be imposed if the bike is parked in a No-Rading zone or a No-Parking Zone, unless it is a special “P” spot where parking is allowed.

If you encounter issues making payment after ending your trip, consider the following steps:

1. Try using another payment method such as Apple Pay or Google Pay.
2. For tourists, ensure that your payment method is authorized for overseas

If the issue persists after attempting the above steps: Contact customer service and provide your phone number for further assistance. Our Customer Service team will respond within 3 business days.

To unbind your credit card, follow these steps:

1. Click on the three bars located in the top left corner of the app.
2. Click on your username (e.g., Hello1234).
3. Choose “Bank Card.”
4. You will then be able to remove or add a new payment method as needed.

Additional Note:

Apple Pay and Google Pay are not bound within the app, so there’s no need to unbind these payment methods.

You will need to manually push the bike back into the operation area. Once you are within the boundaries, the bike’s power will automatically be restored.

A fine of $20 will be imposed for parking the bike outside the operation area. Additionally, the bike will power off outside the operation area. We encourage you to stay within the designated area to avoid penalties and disruptions.

To file an insurance claim, you will need to provide the following information:

• Your Helloride account details
• Date and time of the incident
• Description of the incident
• Photos or videos of the damage
• Police report (if applicable)

The processing time for insurance claims can vary depending on the complexity of the case. Typically, claims are processed within 10-15 business days. Our customer service team will keep you updated on the status of your claim throughout the process.

Yes, Helloride reserves the right to reject an insurance claim if there is insufficient evidence to support the claim or if we determine that Helloride is not responsible for the incident. Please ensure that you provide all necessary documentation and information when filing your claim to avoid any delays or rejections.

普通單車的編號為650000xxxx。

價格

• 首30分鐘：HK$10
• 超過首30分鐘的每30分鐘：HK$10（不滿30分鐘按照30分鐘算）

例子

• 踩車時長：23分鐘 = HK$10
• 踩車時長：51分鐘 = HK$20
• 踩車時長：147分鐘 = HK$50

備註：
不同的車型使用不同的踩車卡，開鎖前請務必檢查您的踩車卡適用的車型。

按照以下步驟解鎖單車：

1. 在應用程式的首頁，點擊「掃碼踩車」。
2. 掃描單車上提供的QR碼並等待解鎖。
3. 開始踩車前請確保煞車操作正常。

備註：

• 調節座位的手柄位於座位下方。
• 單車的燈會在晚上7點至早上7點間，開鎖踩車時自動開啟。

請按照以下步驟操作：

1. 在2分鐘內結束行程，以避免額外費用。
2. 結束行程後，拍攝顯示單車故障問題的照片。
3. 通過應用程式中的「車輛問題」表格提交反饋，並附上故障照片。

備註：

超過2分鐘的行程將按正常費率收費。如果您未能及時關鎖並被收取費用，請聯絡客服。我們將在核實並確認車輛故障後，退還任何產生的費用或進行適當的賠償。然而，若發現用戶第三次嘗試在2分鐘內結束行程，此行程將照常收費，不予以退款。

請按照以下步驟操作：

1. 使用我們的應用程式找到違泊區，確保未停在違泊區。
2. 在應用程式的首頁，點擊「結束行程」。
3. 點擊「前往付款」，選擇您的付款方式並完成支付。

備註：

我哋有違泊區同超出運營區。如果您停喺違泊區，將會收取HK$50嘅違規泊車費；如果您踩出咗運營區，將會收取HK$100嘅違規泊車費。

我們目前沒有暫停行程的功能。
然而，我們提供了10分鐘的寬限期來臨時鎖定單車。如果超過寬限時長，行程將自動結束並計費。若結束訂單時單車停在非指定停車區，則用戶將被收取HK$50或者HK$100的違泊費。我們建議在指定停車位正常結束行程，以避免額外費用。

請按照以下步驟操作：

1. 確保您的手機信號穩定或已經連接到互聯網。
2. 退出應用程序，重新啟動並再次嘗試結束行程。

如果嘗試上述步驟後問題仍然存在：

請聯絡客服，提供您的電話號碼以及結束行程的時間以獲得進一步幫助。我們的客服將在3個工作日內回覆您。

為咗確保遵守政府有關泊車嘅規定，喺違泊區違規泊車嘅用戶會收取HK$50嘅違規泊車費，喺超出運營區泊車嘅用戶會收取HK$100嘅違規泊車費，目的是鼓勵正確嘅泊車行為，創建有序嘅公共空間。

請嘗試以下步驟：

1. 嘗試使用其他付款方式，如Apple Pay或Google Pay。
2. 如果您是遊客，請確保您的付款方式已被授權用於海外交易。

如果嘗試上述步驟之後問題仍然存在：
請聯絡客服並提供您的電話號碼以獲得進一步幫助。我們的客服將在3個工作日內回覆您。

請按照以下步驟操作：

1. 點擊應用程式左上角的三條橫線。
2. 點擊您的用戶名（例如，Hello1234）。
3. 選擇「银行卡」。
4. 點擊之後，您可以刪除或添加新的付款方式。

備註：

Apple Pay和Google Pay將不會被綁定在應用程式中，因此無需進行解除綁定。

當您首次使用Apple Pay，Google Pay進行支付時，將會收取HK$20的驗證費用。此費用只用於驗證目的，並非實際費用，並將在3-5個工作日內退還。

這種情況主要是由於定位漂移（GPS）引起的，尤其是在有天花板等高架障礙物時尤為明顯。這在所有使用的GPS系統的設備中經常發生。
您可以使用響鈴功能讓車鈴發出聲音，並幫助您定位車輛的位置。

不是，購買踩車券並不一定意味著整個行程是免費的。不同的踩車券具有不同的使用場景和權限。要查看每種通行證的詳細信息，請按照以下步驟操作：

1. 點擊位於應用程式左上角的三條橫線。
2. 選擇「錢包」。
3. 點擊您想了解的踩車券。您將看到該踩車券的詳細信息。

備註：

不同的車型使用不同的踩車券，開鎖前請務必檢查您的踩車券適用的車型。

3天踩車券詳情：

• 3日踩單車5次。
每趟行程的前30分鐘免費。
超過30分鐘的行程將按照常規費率收費（如常見問題第一條所述）。
有踩車券的費用結構：前30分鐘免費，之後每30分鐘收費HK$10，不滿30分鐘按照30分鐘算。舉例：
a. 15分鐘踩車：費用 = HK$0
b. 30分鐘踩車：費用 = HK$0
c. 35分鐘踩車：費用 = HK$10
d. 60分鐘踩車：費用 = HK$10

無踩車券的費用結構：

每30分鐘費用HK$10，不滿30分鐘按照30分鐘算。舉例：
a. 15分鐘踩車：費用 = HK$10
b. 30分鐘踩車：費用 = HK$10
c. 35分鐘踩車：費用 = HK$20
d. 60分鐘踩車：費用 = HK$20

備註：
• 每種踩車券的使用時間和條款不同，請查閱踩車券頁面以獲取更多信息。
• 不同的車型使用不同的踩車券，開鎖前請務必檢查您的踩車券適用的車型。

我們目前沒有更改與賬戶關聯的手機號碼的功能。用戶只能使用新手機號碼註冊新賬戶。如需更多信息，請聯絡客服。

如果您需要其他幫助，請通過WhatsApp聯絡我們或發郵件到邮箱serviceos@hellobike.com。我們的客服團隊將在3個工作日內回覆您。

Regular bikes are identified by numbers starting with 650000xxxx.

Price Structure

• First 30 minutes: $1.00
• Every subsequent 10 minutes after the first 30 minutes: $0.50

Example:

• Ride duration: 23 minutes = $1.00
• Ride duration: 51 minutes = $2.50
• Ride duration: 147 minutes = $7.00

Additional Note:

Hellopass is applicable only to regular bikes; not valid for family bikes.

Follow these steps to unlock a bike:

1. On the homepage of the app, press “Scan code to “
2. Scan the QR code provided on the bike and wait for it to unlock.
3. Once unlocked, check the handbrake before starting your ride.

Additional Notes:

• The seat adjustment handle can be found under the seat.
• The bike’s light will automatically switch on between 7 pm to 7 am, when unlocked for riding.

Follow these steps:

1. Use our app to locate a designated parking lot marked with a “P” You may also look for the nearest designated parking lot (Yellow Box).
2. On the homepage of the app, press “End “
3. After the bike is locked, scan the QR code provided at the designated parking lot (normally installed on floor or wall).

Press “Proceed to Payment” and select your preferred payment method to complete the payment.

Additional Note:

• A $5 convenience fee will be imposed if the bike is parked outside the designated parking lot or if the QR code is not properly scanned.

Follow these steps:

1. Ensure that your phone is connected to the
2. Exit the app, restart it, and try to end the trip again.

If the issue persists after attempting the above steps: Contact customer service, provide your phone number and end trip time for further assistance. Our Customer Service team will respond within 3 business days.

If you encounter issues making payment after ending your trip, consider the following steps:

1. Try using another payment method such as Apple Pay or Google Pay.
2. For tourists, ensure that your payment method is authorized for overseas transactions.

If the issue persists after attempting the above steps: Contact customer service and provide your phone number for further assistance. Our Customer Service team will respond within 3 business days.

This situation primarily occurs due to GPS drift, especially when there are overhead obstructions like ceilings. It’ s a common issue with GPS systems used in devices.

If you can’t find a bike, try using our “Bell” function in the app. It rings the bike’s bell and helps you locate it.

7-day riding pass details:

• Unlimited rides per
• First 30 minutes of each trip are free.

Trips exceeding 30 minutes will be charged at the normal rate (as explained in FAQ No.1).

Fee structure WITH the pass: The first 30 minutes are free, and after that, $0.50 per 10 minutes.

• Examples:
  • 15-minute ride: Fee = $0.00
  • 30-minute ride: Fee = $0.00
  • 35-minute ride: Fee = $0.50
  • 60-minute ride: Fee = $1.50

Fee structure WITHOUT the pass: The first 30 minutes cost $1, and after that, $0.50 per 10 minutes.

• Examples:
  • 15-minute ride: Fee = $1.00
  • 30-minute ride: Fee = $1.00
  • 35-minute ride: Fee = $1.50
  • 60-minute ride: Fee = n$2.50

Additional Notes:

• Each pass has different usage and limit, kindly refer to Hellopass for more
• Hellopass is applicable only to regular bikes; not valid for family bikes.