Frequently Asked Questions

You want to learn more? Find the most frequent questions about Moxsi here.

Classics

How can I contact the customer service?

You can reach the Moxsi customer service at +34 928 446 000, info@moxsi.es or via App Support function.

I have discovered an incorrect debit in my customer account, what can I do?

Please contact our customer service by app, hotline or email to correct any miscalculations. Please provide us with all necessary information about the rental / tariff / customer account in order to be able to understand the case. Our customer service can be contacted via app under support, via the hotline stated in the footer of the system’s website or via info@moxsi.es.

In which cities is nextbike by TIER available?

Nextbike by TIER is available in over 300 cities worldwide, including Berlin, Warsaw, Budapest, Glasgow and Riga. Use the location search.

Registration

How can I register?

You can sign up via the website, app or at the terminal. Depending on the city, not all registration channels may be available. Information on registration can be found on the respective website of the system. If you don’t know the system’s website, please use the location search.

Why do I have to debit 1 € although the registration is for free?

To verify your payment method and to activate your account, your bank account will be debited with 1 €. However, this is not a registration fee, but can be used as your starting credit.

How does Moxsi work?

Register easily and free of charge via the app or website. Bikes and e-Scooters can be rented via the Moxsi app. You can find information about the rental processes for each type of vehicle in the Moxsi app. Our website also explains what types of vehicles are available and how each one works.

How do I activate my customer account?

To activate your customer account, you need to add a payment method to your customer account. We will deposit a credit of 1 € to verify your payment method. This is not a fee but will be available on your account as rental credit. All available payment methods are listed in the app.

After successful debiting your customer account will be activated immediately. Only if you make a bank transfer, your account will be activated after two to four days, depending on the bank.

Please note that your PayPal account must be verified. More information can be found on PayPal.

You can find all prices in the price list.

How can I register?

You can sign up via the website, app and at stations with terminals, enabled for this purpose. Information on registration can be found on our website: https://moxsi.es.

Customer account

Why doesn’t my account remember my PayPal details?

Your PayPal account is probably not verified. For more information please visit PayPal.

When will I receive my invoices?

Invoices are available for SEPA direct debit only. You can download your invoices after the end of the respective month in your customer account via the website under “Account status”.

How can I cancel my account and what happens to my remaining balance?

You can easily cancel your account in your customer account via login on our website. Log in and click on “Close account”. Remaining credit will be automatically refunded.

Alternatively you can send us your cancellation by e-mail to info@moxsi.es or by post (address to be found in the website footer).

How do I pay for Moxsi, how is billing done and where can I retrieve the invoices for my trips?

If you have specified a credit card as the payment method, the fees for your trips will usually be debited 24 hours after your rental.

With the direct debit payment method, we debit the open fees monthly from your bank account.

You can view your rental history and direct debit invoices in your customer account at any time. Log in via the website. Please note that invoices are only available after the end of the month.

I have discovered an incorrect debit in my customer account, what can I do?

Please contact our customer service by app, hotline or email to correct any miscalculations. Please provide us with all necessary information about the rental / tariff / customer account in order to be able to understand the case. Our customer service can be contacted via app under support, via the hotline stated in the footer of the system’s website or via info@moxsi.es.

Why was my account deactivated?

Probably open sums could not be debited from your bank account or there is no means of payment deposited. Please check this in your customer account and contact customer service if in doubt.

How can I change my phone number?

To change your phone number, please contact our customer service at info@moxsi.es. Send the email from the email address you use for your account.

How can I contact the customer service?

You can reach the Moxsi customer service at +34 928 446 000, info@moxsi.es or via App Support function.

What happens if my customer account is in the red?

If your account goes into the red because open sums cannot be debited, your account will be temporarily deactivated until the open sum has been paid. Please check if you have a valid means of payment.

Rent, park and return

How do I return my bike correctly?

If the station does not have fixed bicycle racks, the bike will be locked to itself.

As a general rule, nobody should be hindered by the parked bike.

Please note the following:

The bike may not be parked or returned:
a) at traffic lights
b) parking ticket machines or parking meters
c) at road signs
d) on sidewalks, if this results in a passage width of less than 1.50 m
e) in front of, at and on escape routes and firefighter access zones
f) where this conceals the stationary advertising of a third party
g) by locking to fences of private or public houses and establishments
h) on public transport platforms and bus platforms
i) at public bicycle racks

In case of contravention we reserve the right to charge a service fee.

How do I recognize an official station?

All stations are marked on the map in the app or on the website with large markers (the small markers mark individual bikes). In some cities there are also station signs, terminals or bicycle stands at the marked places.

Can I rent my bike in one city and return it in another?

The bike can only be returned in the city where you rented it, otherwise a return fee applies. Exceptions are the interconnected systems. Return regulations are communicated on the respective website of the system, which can be found via location search.

The frame lock does not open.

What shall I do? Report what happened via +34 928 446 000 or info@moxsi.es or report the problem via the app.

Can I park my vehicle during the rental?

Yes, you can.

The app shows step by step how to park the vehicle you are renting so that you can pause your ride for as long as you want. The rental time continues.

What do I do if a terminal is out of order?

Please inform our service by app, phone or email about the defect so that we can fix it quickly.

Where can I return my vehicle?

Vehicles can only be returned to official stations specific to the type of vehicle you have rented. On the map in your app, you can easily see where the next available station for your type of vehicle is located.

What do I do if my bike has a defect?

Defects can easily be reported via the support function in our app. Please check the bike for obvious defects before starting your journey or before renting it and inform us of any damage so that the bikes can be locked and repaired as quickly as possible. If you went off with a bike and only then notice a defect, end your ride and call our service. Only then can we cancel the ride and register the bike for repair.

Unfortunately, we cannot refund any fees if you have continued using the bike despite obvious defects.

Can I rent several bikes parallely with one customer account?

You can rent up to four bikes at a time using one customer account. Booked tariffs and special conditions usually only apply to the first bike.

The return was not successful. What should I do?

Report what happened via hotline +34 928 446 000 (010) or email at info@moxsi.es or report the problem via the app. Please provide the vehocle number, location and actual usage time.

Can I rent several vehicles parallely with one customer account?

No, just one.

How do I recognize an official station?

The locations of all stations are marked on the map of our app. You can differentiate the type of vehicle to which they belong by means of their icons.

How do I return my vehicle?

The return process differs depending on the type of vehicle, but the app will give you instructions on how to return the vehicle you have rented.

You can also refer to the ‘how it works’ section of the website for detailed information.

Where can I rent vehicles?

Vehicles can only be rented at official stations designated for the respective vehicle type. On the map in your app, you can easily see where the next station for your type of vehicle is located.

Our vehicles

What is the maximum load of the vehicles?

The maximum load of our vehicles is 100 kg. A maximum of 5 kg may be transported in the basket.

What types of vehicles can be rented?

You can find out which vehicles are available on our website. You can also use the map in the app to search for a specific type of vehicle.

Tariffs and conditions

Do students receive discounts?

We cooperate with the University of Las Palmas de Gran Canaria (ULPGC). Students receive the annual tariff at a reduced price of 35 euros.

You must register with your university email address to access this benefit.

How much does Moxsi cost and what tariffs are available?

You can check the tariffs available for each type of vehicle in the price section of the website or in the app.

Go to tariff list for:

How can I cancel tariffs?

Since tariffs don’t prolong automatically, they do not have to be cancelled.