Onzo FAQ

What is Onzo?

Onzo is New Zealand’s first and largest dockless bike sharing service. Our goal is to make transport more affordable and convenient for all kiwis.
Our share bikes are dockless. This means that when you have finished your ride, you can simply park the bike in a public place, lock it and continue your day.

Where does Onzo operate?

Rotorua – Coming Soon
Hamilton – Coming Soon

How does Onzo maintain bicycles?

Our field operation team goes out daily to:

  • Ensure all Onzo bicycles are parked appropriately
  • Re-park bicycles (if necessary) to ensure that the public is not obstructed
  • Redistribute bicycles to address user needs
  • Take in damaged bikes to repair them

If you think one of our bikes needs moving or repair, give us an email at info@onzo.co.nz

I scanned a bike but it said it is offline. What can I do?

If a bike is “Offline”, it might be temporarily unusable and waiting for our field operations team to fix. To help us, send us an email or message with the bike ID and address.

Try restarting the app if the bicycle won’t unlock. If the issue persists, please contact us.

What happens if my trip exceeds my account balance?

If you have unlocked a bike a negative balance will not affect your current ride. However, you will not be able to scan for your next ride and your deposit fee will not be refunded until you have topped up your account and paid off the negative balance.

Can I rent multiple Onzo bikes on one account?

You can only rent out one Onzo bike at a time.

Are Onzo affiliated with local government or any other official organisations?

Onzo is a private entity, though we have worked with Council on how best to maintain our bikes.

Do I need a smartphone to use Onzo?

Yep, a smartphone with either iOS or Android (at least version 4.4.4.) is needed to use the Onzo App.

Using Our Bikes

How do I use an Onzo bike?

It’s easy to Onzo. Download the Onzo app (from the App or Play Store), register and account top up your deposit and balance, then use the map to find the nearest bicycle. Once you reach it, scan the QR code or enter the bike number manually to unlock it and you’ll be ready to go. Once you’re done, park the bicycle responsibly and lock it to finish your journey.

How much does using a bike cost?

Bikes cost 25 cents for every 15 minutes of usage. The hire cost is charged from your Onzo account balance.

How do I complete a journey?

To finish a journey, pull down the lock above the back tyre of the bike until it clicks in place and makes a beeping sound.

How do I report a broken or damaged bike?

Let us know by sending us a message at the bottom of our website, through Facebook, or by calling us on 0800 646 696.

How do I find a bike?

To find the bike nearest to you, open your Onzo app. Nearby bikes are pinned on the map.

What do the colours on the map mean?

There are two colours on the map to help us manage the bikes better.

The red areas are no-park zones. Please do not park the bikes in these areas as they are high pedestrian areas!

The blue areas are parking zones. Please try to park bikes in this area as it allows us to manage them easier! You are welcome to ride outside the area as long as you end your journey in the parking zone.

Is there a safety guide for using Onzo bikes?

We recommend reading the NZTA guide on cycling which can be found at this link.

Where should I park my Onzo bikes?

Onzo encourages all users to park our bikes responsibly. They should be parked in locations publically accessible for others to use and not blocking any driveways or footpaths.

These include:

  • On the side of the streets
  • Public bike racks
  • Bus stops
  • Public bicycle racks near Train Stations / Ferry Terminals

★ All Onzo bicycles have a stand, please do not drop/lay down the bike on the ground. ★

Onzo bikes should NEVER be parked in a residence, within a compound, on a private rack, or inside an underground parking space.

How do I lock my Onzo bike?

To lock a bike, pull down the lever on the lock above the back wheel until it clicks into place. You should hear a beeping sound when it successfully locks.

Your Onzo Account

How do I get a refund of my $9.90 deposit?

You can refund your deposit via the refund button. This can be found in the “Account” tab of the app. Refunds take approximately 5 working days to process.
If you haven’t received your refund by his time, give us an email at info@onzo.co.nz.

Can I refund my account balance?

Your account balance can be refunded if you have had problems using a bike/scooter, or if there has been a fault on our end. We do not offer refunds for accidental top-ups or for changing your mind on using our services.
As above, your $9.90 deposit can be refunded automatically through the “Account” tab on the app.

What is the difference between a deposit and my balance?

The deposit is a $9.90 bond that must be in your account in order to use our bikes.

Your balance is where actual bike journeys are charged to.

You need money in both to be able to use an Onzo bike.

I have topped up my balance but the app still tells me to top up?

Try logging out of the app and logging back in. This re-syncs your account with our server. If the problem still persists, give us an email at info@onzo.co.nz.

I didn't receive an SMS verification code. What should I do?

There are a few reasons you may not have received a verifcation code:
  • Check that your mobile number does not include a zero before it e.g 21 111 111 instead of 021 111 111
  • Check that your mobile data is turned on (the SMS cannot be sent through wifi)
  • Did you press “Send” more than once. If so, wait ten minutes before trying again as our servers can get overloaded
  • If an SMS still hasn’t sent, give us an email at info@onzo.co.nz

I'm still being charged for a trip even though I locked the bike

Sorry about that! Give us an email (at info@onzo.co.nz), contact us through the website or send us a Facebook message and we’ll get it sorted out.


I am unable to pay the deposit or balance

Sorry about that! Could you please give us an email (at info@onzo.co.nz) or send us a message through the website with your Onzo account number and we’ll sort it out for you.