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Can We Answer Your Question Below?

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?

Auckland
Wellington
Rotorua – 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, fill out this form

One of your bikes has been damaged. What can I do?

Please let us know by filling out this form. Try to include the bike number (starts with 8100 and can be found between the handlebars, or on the lock), the exact location and how it is damaged. We’ll send the details through to our field team to pick up.

One of your bikes has been left in the wrong place. What can I do?

Sorry about this! We encourage our users to park responsibly but they don’t always do so 😥 If you fill out this form with the bike number (starts with 8100) and the exact address, we’ll send our field operators over to get it sorted.

Someone is keeping your bike in their private property. What can I do?

Oh no! That definitely shouldn’t be happening. If you let us know the exact address of the bike by filling out this form, we’ll get our field operators to go check it out.

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

Sorry about that. If a bike is “Offline”, it might be temporarily unusable and waiting for our field operations team to fix. If you let us know the details by filling out this form, we’ll be able to sort it out faster.

If a bike is “Occupied”, it meant the last user may have not locked it properly. If you fill out this form or give us a call, we’ll get reset the bike and you’ll be able to use it.

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 your trip charges exceed the credit in your account, your current ride will not be affected. However, your account will be in a negative balance after the trip finishes.

While your account is in a negative balance, you will not be able to scan any bikes and your deposit fee will not be able to be refunded until you have topped up your account and paid off the negative balance.

Can I rent multiple Onzo bikes at the same time on the same account?

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

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

Onzo is a completely private entity and operates with a license from local councils, in the same manner as other mobile traders (e.g food trucks). We do not receive any financial support or funding from public bodies.

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.

Is there an age restriction to use Onzo?

Onzo recommends only people aged eighteen (18) or above, in good health, and able to ride a bicycle, use the service or are otherwise accompanied by an adult or guardian.

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 finish a trip?

To finish a trip, lock the bike by pulling down the lock above the back tyre of the bike until it clicks into place and makes a beeping sound.

If you’re still using a helmet, lock the strap of the helmet into the lock as well.

If you forgot to finish your trip, let us know here and we’ll sort it out.

How do I find a bike?

To find the bike 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.

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 an Onzo bike?

We encourage all users to park our bikes responsibly. This means they should be parked in locations publically accessible to others and obstructing the flow of traffic.

Examples of these could include:

  • On the side of the sidewalks
  • Alongside public bike racks
  • Next to bus stops

All Onzo bicycles have a stand, so please do not drop the bike down 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. If you see a bike in one of these locations, please let us know by filling out this form .

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. If using a helmet, lock the strap of the helmet into the lock as well.

Can I Ride Onzo's on Waiheke Island?

Due to the limited service coverage on Waiheke, you are not permitted to leave bikes there. If you do take an Onzo to Waiheke, make sure to take it back onto the mainland afterwards, and to not lock it while you are over there (as this could result in you being locked out).

Your Onzo Account

I've been overcharged for a journey. What can I do?

If you think you have been overcharged, fill out this form. Please include the number of the bike which overcharged you, as well as the date of the journey. We’ll get our service team to sort it out.

I locked my Onzo but it kept charging me. What can I do?

Sorry about this. Fill out this form – make sure to include the bike number. We’ll get our service team to sort it out!

I've forgotten to lock my bike and now my account is in negative balance! What can I do?

Don’t worry! If you fill out this form (make sure to include the bike number), we’ll get our customer service team to sort it out.

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

You can refund your deposit via the app. A refund button 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, let us know by filling out this form, making sure to include the last four digits of your card number.

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.
If you need a refund of your account balance, fill out this form, including the last four digits of your card number and the amount you would like refunded.
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. This is refundable when you want to stop using our services.

Your balance is where the cost actual trips are charged from.

In order to use our services, you must pay your deposit, and also have money in your balance.

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, fill out this form and our customer service team will have a look.

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

​There are a few reasons why you may not have received a verification 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, let us know by filling out this form.

I am unable to pay the deposit or balance

Sorry about that! Could you please fill out this form and we’ll sort it out for you. Please note that iOS 10 users will need to upgrade to a later version of iOS to use Onzo.