Common questions and support documentation
Can I use multiple Onzos on one account?
Currently, only one account can rent one Onzo bike at a time.
Please note we are working on updating our app to support dual unlocking coming soon.
If you have multiple accounts, you can rent multiple bikes on the same phone by logging in and out.
Someone is keeping your bike in their private property
If this is the case this is not following our terms of service. Onzo trips must be ended in public areas. If you let us know the exact address of the bike by filling out this form, we’ll get our field operators to come and collect it.
How do I end my trip and lock my bike?
To end your trip, Loop your helmet onto the lock. To lock the bike, pull down on the lever above the back tyre of the bike until it clicks into place and makes a beep sound.
If you do not lock your helmet onto the lock you may have your account suspended or banned.
If you forgot to finish your journey, let us know here and we’ll sort it out.
How do I find a bike?
To find bikes nearest to you, open your Onzo app. It will show your location on the map, and the bikes nearest to you will be pinned on the map.
Then simply walk to the location of the bike.
A bike that I scanned is Occupied
Sorry about that. If a bike is listed as occupied, it means that the last user may have not locked it properly. If you fill out this form or give us a call on 0800 646 696 (during business hours), we’ll get reset the bike and you’ll be able to use it.
Where does Onzo operate?
Onzo currently operates in areas governed by the Auckland City Council and Wellington City Council. We are currently in discussion with other city councils around New Zealand to launch Onzo there.
What do the colors on the map mean?
There are two colors on the map that help us manage the bikes better.
The RED areas are no-parking zones. Please do not park any bikes in these areas as they are high pedestrian areas! Parking in this area may incur penalties to your account such as suspension or a permanent ban.
The BLUE areas are parking zones. Please ensure you park your bike 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 blue parking zone.
How do I use Onzo?
It’s easy to Onzo. Download the Onzo app (from the App Store or Google Play Store), register an account, top up your deposit and balance, then use the map to find the nearest bike. 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 your Onzo responsibly and lock it to finish your journey. Remember to loop your helmet to the lock to prevent helmet theft.
Do I need a smartphone to use Onzo?
Yep, a smartphone is required with iOS 12.0 or greater. For Android users, your phone must be running 7.0 Nougat or above.
Is there an age requirement to use Onzo?
We recommend that only people aged eighteen (18) or above, in good health, and able to ride a bike, use the service or are otherwise accompanied by an adult or guardian if they are below this age.
If you are riding an Onzo eScooter you MUST be eighteen (18) or older to ride and have a current New Zealand drivers license.
It is illegal to ride a bike without a helmet! Don’t forget to wear a helmet at all times while cycling.
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