Frequently asked questions about Urbee
Urbee aims for a more sustainable city with less CO2 emissions. We want to do this with a network of shared e-bikes. About 80% of car rides is shorter than 20 km. The Urbee e-bike is perfect for distances up until 20 km. We provide Urbee e-bikes at different locations in Amsterdam where you are able to use them. Do you want to rent an e-bike? Check the map to find the nearest station and book your Urbee e-bike.
How and when can I reach customer support?
It will be easiest to send an e-mail to firstname.lastname@example.org in case your request needs administrative follow-up. In case of emergency, the best solution is to return the bike to the original Urbee station and reserve a new bike in the app.
You can reach our customer support on weekdays between 8:30 and 20:30 and on Saturdays between 9:00 and 17:00. Sundays we are closed. When Customer Support is not available, we will help you the first moment when we are available again to follow-up on your inquiry.
Where can I find an Urbee e-bike?
We have Urbee e-bikes all over the city! In the main page you can switch between list view and map view to find and select an Urbee station nearby you.
Here you can also find more information about the number of available e-bikes, accessibility and opening hours
How does an Urbee e-bike work?
The Urbee e-bike is supported by an electric motor in the front tire. Therefore, cycling is less exhausting and with an average speed of 25 km per hour you are faster than with a regular bike.
The display on the left-hand side of the steering wheel allows you to turn on the electric support. Turn the display on by pushing the power button in the top left corner. Now you can manually choose the level of support by pressing the + or – button (levels 0-8). Enjoy the ride!
How long does a full battery last?
With a full battery you can cycle in average between 50 and 80 kilometres depending on your driving behaviour, the level of support and the weather conditions.
Do the Urbee e-bikes have different sizes?
The Urbee bike comes in one universal size. It is possible to change the height of the saddle with the lever.
What use has the RAM Mount?
The RAM mount is a smartphone holder. You can place your phone in there and ride with both hands on the steering wheel while listening to music or navigate through the city.
How do I unlock my Urbee e-bike?
To unlock an Urbee e-bike you simply connect to Bluetooth and slide the lock button on the app to green. The smart Bluetooth lock will automatically unlock itself. Your booking starts from the moment that you confirm an e-bike.
How do I lock my Urbee e-bike?
Remove the chain lock from the lock. Attach the chain around a fixed object and plug it back into the lock. Lock the e-bike by hand by sliding the red moving piece of the lock down. Make sure to always double lock the e-bike to a fixed object. Between the ride you can always lock your bike sliding the lock button on the app switching it to red.
My lock will not open, what should I do?
To lock or unlock the e-bike, your phone needs to be always connected to Bluetooth and have internet connection. In some Urbee stations that are in more closed areas, like a basement, it is possible that you need to step a bit closer to the exit to gain internet connection. Try to stay as near to the e-bike as possible to connect to an e-bike. If nothing works you can always contact our customer support.
Is it possible to charge my Urbee e-bike at home?
The Urbee e-bike you book with the app is a shared e-bike. It is not possible to charge the e-bike at home. To charge the e-bike you have to bring it back to the Urbee station where you started. If you would like to charge your e-bike at home, maybe the personal Urbee subscription is something for you!
My Urbee e-bike has a defect, what should I do?
Sorry to hear that your e-bike is not working properly. You can bring back the e-bike to the original Urbee station and book a new one. Please contact our customer support so they can give you a proper refund.
How much does it cost?
For the first hour you pay a fixed fee of € 3,-. After the first hour the price will be € 0,05 per minute until you have reached the limit of € 15,- per day. If you have used your e-bike for longer than 24 hours the price will rise again with € 0,05 per minute on top of the first day rate, where a new flat rate of €30,- counts for 2 days of usage and so forth.
How does the wallet work?
A minimum balance of €15 is required in your wallet to be able to start a booking. When you reach a balance below €15 and you want to start a new booking, you can top up your wallet with increments of €5.
Can I get back money from my wallet?
Of course, no problem! This counts for all paid credit. Promotional credit will not be refunded. Please contact our customer support so we can help you out.
How do I book an Urbee e-bike?
Download the app and find your nearest station in the map. Here you can see how many bikes are available as well. Walk towards the station and make sure your phone is connected to Bluetooth and has an internet connection. At the station you can select an e-bike and start riding!
How do I cancel my booking?
When you rent an e-bike you can cancel your booking without charge within 5 minutes. This period starts from the moment you accept your e-bike on the app. In case there is something wrong with the e-bike or if you change your mind, you can return it cost-free within the first 5 minutes after booking an e-bike.
How do I end my booking?
To end a session, you can slide the lock button on the app back to red and click on ‘end booking’. In case you forgot to click ‘end booking’, the app will give you a notification to do so. It is the customers responsibility to end their ride properly, however, you can always contact our customer support.
Help! I forgot to end my booking.
You can always end your booking after you are away from the e-bike. You will also receive a notification to make sure you have ended your booking. As a customer it is your responsibility to make sure to lock the e-bike and end the booking correctly. If you are running into difficulties, our customer support is happy to help.
Can I book multiple e-bikes?
You can not book multiple Urbee e-bikes with one account. All users can download the app themselves and book an e-bike via the app.
Where can I find my riding history?
In the menu of your app, you can view Ride History to view all your previous trips including times, locations and prices.
Through my.urbee.nl you can view your trip history in a web browser. If needed, you can export your transactions for administrative purposes.
The station was closed when I wanted to return my e-bike, what now?
Some Urbee stations have limited opening hours. The opening hours are showcased in the map in the app. We ask you to always bring back the e-bike before the station is closed. Is it too late now? Please contact our customer support.
How can I use Urbee e-bikes with an business account?
As a business user you can download the app and create a new account with your work e-mail that is know by us. You will then be added to your companies account and use Urbee e-bikes.
Are you a new employee or a new business user? Please send us an e-mail to email@example.com with your work emailadress and the name of the company you work for. We will add you to their business account so you can start riding!
I have both a business and a private account.
In the top right corner on the main screen you can add a secondary account. Here you can also easily switch between private use and business use after set-up and always use Urbee e-bikes.