Do you have any questions about our system?

Here in the help section you'll find answers to frequently asked questions. Simply click on the topic for which you need help.
If you still have questions, please visit our YouTube Channel. Here you will find short, helpful videos.

Most frequently asked questions

General

General

PubliBike processes personal data in accordance with Swiss data protection law. Customer data is analysed for internal purposes only and not disclosed to third parties outside the Swiss Post Group. Journey data is analysed in anonymised form in order to adapt the service to customers’ needs. Please see our General Terms and Conditions.

There is no age limit for using the bikes, though they are not suitable for schoolchildren under 1.50m tall. The minimum age for e-bikes is 16, or 14 with a category M driving licence. Minors (16 to 18 years old) must be registered by their legal guardian and remain under their responsibility.

No, It's not possible to change or remove a badge in your customer account. You must contact your university or employer directly to request removal or changes to an employee badge or student ID. 

You can only do this on our website. Log in to your account and go to “Access medium” and click “Remove”.

https://my.publibike.ch/en/login

On our bikes you'll find a QR code that lets you easily report the bike. Scan the QR code and choose "Report an abandoned bike". A form will open where you can fill in all the information about the bike - this helps us to find and retrieve the bike faster.

Please BE CAREFUL, it might be a bike in an "intermediate stop" - you should only report a bike that has been left outside a station for a while.

If the bike doesn’t have a sticker with a QR code, simply fill out this form, or call our hotline (+41 32 501 40 16) or write to us via live chat.

Thanks so much for your support!

We send out 2 types of email:

  • informative emails
  • promotional emails, including our newsletter

To unsubscribe from promotional emails such as our newsletters, log in to your customer account (or on your smartphone: "Account", then "My account") and deselect "Newsletter".

Please note that you will continue to receive informative emails (e.g. info related to your account, your subscription or our networks, etc.).

You can borrow up to 5 bikes at the same time. Fees for the first bike are billed according to your subscription. Each additional bike is charged at the rate of the B-Quick subscription. 

Bikes that you borrow with one account can be opened and returned to different stations. See our subscription page for more information on ride fees.

You can download the app worldwide from the Apple App Store or Google Play (except in Russia, China, Brazil, Nigeria, Vietnam). 

App Store:
https://itunes.apple.com/ch/app/publibike/id1273769305?mt=8

Google Play:
http://play.google.com/store/apps/details?id=ch.publibike.app

AppGallery:
https://appgallery.huawei.com/#/app/C103656479

Our map shows you the locations of all the stations in our networks.  

The color of the station's pin on the map tells you:  

  • Purple with a bike in the circle: active station with bikes available
  • Purple with an empty circle: active station, no bikes available
  • Grey: inactive station, no bikes can be rented or returned there

When you click on a station you see the address and the number of available bikes or e-bikes.  

If you click again you see a list of the station's bikes and e-bikes, as well as the e-bikes' battery charge level. 

Click again on the address at the top to get directions to the station from where you are. 

Registration

Registration

In your user account on the website or in the app:

https://my.publibike.ch/en/login

You have two options - with the PubliBike app or on our website:

App Store:
https://itunes.apple.com/ch/app/publibike/id1273769305?mt=8

Google Play:
http://play.google.com/store/apps/details?id=ch.publibike.app

AppGallery:
https://appgallery.huawei.com/#/app/C103656479 


Our website:
https://my.publibike.ch/en/login

Select a subscription, enter your contact details and payment information, confirm your e-mail address within 1 hour... and off you go!

We currently accept Visa, Mastercard or American Express, and the PostFinance Card.

Follow these steps to enter your promo code in your account:

Instructional videos
On the website: New customer  /  Existing customer

Factsheets
On the website: New customer  /  Existing customer
In the app: New customer  /  Existing customer

 

Yes, https connections are used to transfer data. Registration information sent to us is encrypted. All the information provided is also subject to data protection regulations.

When you register, the details about your means of payment are forwarded via a secure connection to the payment provider PostFinance where they are stored.

Subscription

Subscription

You can change your current subscription at any time. Log in to your account on the web or in the app and click on "Subscription". You can use a promocode if you have one.  

The new subscription takes effect either immediately or at the end of your current subscription, depending on whether it's an upgrade or a downgrade:  

  • Upgrade: takes effect immediately, if the subscription fee costs more than your current subscription.
  • Downgrade: takes effect at the end of your current subscription period, if the subscription fee costs less than your current subscription. 

This process can vary for employees of our business partners.  

You can cancel your subscription at any time. In your customer account, go to subscription and click on "Cancel subscription". 

In the app you have to scroll down a bit to see "Cancel subscription". 

https://my.publibike.ch/en/login

Your subscription then expires at the end of the current subscription period and changes to a B-Quick.

To stop the renewal you need to cancel your subscription.

In your customer account, go to subscription and click on "Cancel subscription". 

In the app you have to scroll down a bit to see "Cancel subscription". 

https://my.publibike.ch/en/login

Your subscription then expires at the end of the current subscription period and changes to a B-Quick.

Follow these steps to enter your promo code in your account:

Instructional videos
On the website: New customer  /  Existing customer

Factsheets
On the website: New customer  /  Existing customer
In the app: New customer  /  Existing customer

 

Yes, for private customers the monthly or yearly subscription is renewed automatically. 

For "business" or "campus" customers the subscription is not automatically renewed. 

In your customer account under "Subscription" you can see the date of renewal. 

https://my.publibike.ch/en/login

Yes, your subscription allows you to borrow bikes in all PubliBike networks in Switzerland.

Payment method

Payment method

You can change your means of payment at any time in your customer account:

https://my.publibike.ch/en/login

We accept MasterCard, VISA and American Express credit cards, as well as the PostFinance Card. 

You can borrow up to 5 bikes at the same time. Fees for the first bike are billed according to your subscription. Each additional bike is charged at the rate of the B-Quick subscription. 

Bikes that you borrow with one account can be opened and returned to different stations. See our subscription page for more information on ride fees.

After changing your card you may have to activate the payment manually in your PubliBike account:

Log in to your user account (on the app or website), click on "Customer account" and then on "Means of payment". Finally, click on "Retry failed payments or card authorization"

If you find an incorrect amount, contact the customer service (+41 32 501 40 16). Please provide your personal details as well as the date, stations and duration of the ride, indicating any corrections and the reasons for them.

Go to your account in the app or on the website, and then go to «Means of payment». Here you can see the amount of your credit. 

The cost of your next ride or your next subscription will automatically be deducted from this credit.

https://my.publibike.ch/en/login

Subscriptions and rides must be paid with a credit card (MasterCard, VISA or American Express) or a PostFinance Card.

Rental

Rental

Yes! Go to the map and click on the station. You'll see the number of bikes and e-bikes available. 

Click on bikes / e-bikes and then scroll down the list to see the e-bikes. The % charge is shown next to each e-bike. 

Yes! Open the rubber lid below the saddle of the e-bike: there's the battery with a button. Press the button to show the charge level of the battery:

  • Green: the battery is more than 30% full.
  • Blinking green: the battery is between 10% and 30% charged, enough for a short ride.
  • Red: the battery has less than 10% charge.

The system blocks the bike at the station when the charge falls below 10%. The display shows a bike with an X. 

No, reservations are not possible. PubliBike offers a dense network of stations. If there are no bikes left at a station, the app will show you the nearest station on the map. It will also tell you how many bikes are still available and how long it will take to walk there.

Yes. The PubliBike app is available for smartphones running iOS and Android. The app can be downloaded for free from the App Store or Google Play. To open the electric lock, Bluetooth must be activated and the app must be open.

To open a bike with your smartphone: first go to the "rides" tab in the PubliBike app and click on "Unlock a bike". Then activate the lock on the bike by clicking on the grey button. Please make sure to hold your smartphone away from the lock. (If you hold the phone too close, its "contactless" technology interferes with Bluetooth and prevents the lock from opening.)

Yes, the SwissPass can be used to open the bike lock. To activate it, you must enter your SwissPass number and postal code when registering.

Your SwissPass information can also be added to your customer account at any time (only on the website: Account > Access medium).

Enter the number with the format S12-345-678-910 that's on the back of your SwissPass (under the bar code).

To open a bike with your card: first activate the lock (grey button), then place your card to the right of the screen.

Not necessarily. If you are already registered and logged into the app, you can rent and return a bike without an Internet connection as long as Bluetooth is activated on your smartphone. Your journey summary and customer account will be automatically updated once your connection is restored.

Simply click on the timer displayed on the map screen. Then you'll see details for all your ongoing rides.

With your card: first activate the lock by clicking the grey button, then place your card to the right of the lock's display.

With the app: click on "Unlock a bike". Then activate the lock on the bike by clicking on the grey button. Please make sure to hold your smartphone away from the lock. (If you hold the phone too close, its "contactless" technology interferes with Bluetooth and prevents the lock from opening.)

Make sure that a spoke is not blocking the lock. If the lock doesn't open, try to help it gently by hand.

When the lock opens the display shows a symbol of a bike with 3 lines behind it.

To learn what the various pictograms on the bike display mean, click here.

The rental period is restricted to 24 consecutive hours. After this period, the bike is considered lost. Please note that the rental period is not completed until the bike has been returned to a station and the ride is completed (by manual closure of the lock). All costs up to the time it is returned will be charged to the credit card which was used to rent the bike.

You have to activate Bluetooth specifically for our app: Settings > PubliBike > Bluetooth. 

Damage can easily be reported via the app. After selecting the station and the bike concerned, use the «Report damage» button to report the fault. If there are safety-related faults (e.g. defective brakes, punctures or a defective light), please choose another bike.

Check that everything is correct in your customer account, that you have validated your e-mail address (within an hour after registering), that your means of payment is up to date and that you have no unpaid charges.

Remember:

  • Place your card on the right of the screen, but hold your smartphone away from the lock when opening a bike.
  • When the display shows a circle with an X inside it, there may be a momentary interruption of communication with the station. In this case, please try to open the bike again (more than once).
  • Make sure that a spoke is not blocking the lock. If the lock doesn't open, try to help it (gently) by hand.
  • Check the display, the lock might be open already! If so, you'll see a bike with 3 lines behind it.

To learn what the various pictograms on the bike display mean, click here

Last tip:
Log out and then log in to your account in the app, then try again to open the lock.

Our system blocks bikes that need charging or repairs, so there may be more bikes actually at a station than are available for riding.Since these bikes are not available for borrowing they are not shown on the map in the app or on the website.

If you try to borrow one of these bikes you'll see a pictograph of a bike with an X.

There are different pictograms displayed depending on the situation. All our pictograms and their explanations can be found in the following document.

You have 2 minutes to inspect a bike at the station before any fees are charged for the ride.  

If you find damage, simply lock the bike manually and borrow a different one. 

You can report damage to our technical team using the app (click on the bike and then on "Damage report").  

For any fees charged incorrectly please contact our Customer Service.  

Go to the nearest station. The app will tell you the number of bikes currently available and how long it will take to walk to the closest station.

Ride

Ride

No, the pedalling assistance level is preset and does not need to be adjusted. It is optimised for urban riding as well as hilly environments.

Simply click on the timer displayed on the map screen. Then you'll see details for all your ongoing rides.

If you make a stop to go shopping, for example, lock the bike away from a PubliBike station by manually closing the lock on the back wheel.

The display on the lock confirms the intermediate stop with the pause symbol and "Paused for now".

After your break you just open the bike again like when you first rented it, using the app or your SwissPass.

The rental period and the fees continue until the bike has been returned to an active station.

If you have an accident involving the bike, you are obliged to report it immediately to the customer service (+41 32 501 40 16). You must call the police if third parties are involved.

If your bike breaks down, take it to the nearest station and report the fault via the app or call the customer service (+41 32 501 40 16).

It is not compulsory to wear a helmet in Switzerland for bikes and e-bikes under 45 km/h. Our e-bikes cannot exceed 25 km/h. For a safe ride, we recommend that you wear your own bike helmet.

No, you can set off immediately after checking the bike for any faults, because the electric motor automatically switches on when the lock is opened.

Report the loss/theft immediately to the customer service (+41 32 501 40 16) who will tell you how to proceed. Please note that you are responsible for the bike.

The lock always needs to be activated first. When you press the button next to the display, the lock is activated and you can hold your access medium (smartphone or card) against the display. If you are registered as an authorised user, the lock will open. If it still fails to respond, choose another bike at the station or call our customer service (+41 32 501 40 16).

You can exchange the e-bike for a normal bike or another e-bike at the nearest station at any time. We will take care of recharging the battery.

Multiple access media can be used to open the lock, so we recommend activating your SwissPass as an access medium. Once you enter the SwissPass information in your customer account, you no longer need a smartphone to return the bike.

There are different pictograms displayed depending on the situation. All our pictograms and their explanations can be found in the following document.

The app or website features a map view of all PubliBike stations. You can let the app use your location to find the nearest station. Alternatively, you can enter an address to find the stations in that area.

Return

Return

No. The rental period does not end until the bike is parked at a station within range of the totem and the lock is closed by hand. If there is no space left within the marked area, take the bike to the nearest station. Completion of the rental period is confirmed on the lock display and in the app.

Yes, that's possible. We would prefer, however, that you return the bike to the network where you rented it.  

Bring the bike to an active PubliBike station (marked purple on the map).

Close the lock completely, by hand, until you hear a “click”.

The display confirms the return with a check mark and "Return ok". It can take several hours for the ride to be ended in your account. If it's still ongoing after 2 hours, please contact customer service. 

https://www.publibike.ch/en/contact/

If the station is active (purple on the map) and you see a pause symbol, you can leave the bike there. The ride will be ended in a few hours with the correct return time and no additional fees.

If the station is out of service (greyed out on the map), you must return it to a different station to avoid extra charges.

Yes, that's normal. Your rides are not billed immediately. Our system calculates the charges several hours after you complete your journey. Until then, the ride is noted as "Processing". 

If you borrow a bike, the ride is charged according to the rates of your subscription. If you borrow several bikes at the same time, each additional bike is charged at the B-Quick rate.

After you manually close your bike's lock at an active station (purple on the app's map), it can take up to two hours for the app to update the ride in your account. This is completely normal.

You can still borrow and return bikes when our stations are momentarily offline. When the communication between the station and the system resumes, the rides are recorded correctly. 

If, however, a ride in your account is still ongoing 2 hours after you've manually closed the bike's lock at a station, please contact our Customer Support to have it checked.

Double check that the station is active (purple on the app's map). If it's not active, return the bike to another station to avoid further charges.

If the station is active, maybe it could not detect the return immediately. In this case, leave the bike at the station. The system will detect the return and register the ride correctly.

If the ride is still ongoing after 2 hours, please contact our customer service. 

https://www.publibike.ch/en/contact

There are different pictograms displayed depending on the situation. All our pictograms and their explanations can be found in the following document.

Skyline