Need Help Using Onzo?
Check out some of the most commonly asked questions below
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
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.
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.
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.
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.
You can only rent out one Onzo bike at a time.
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.
Yep, a smartphone with either iOS or Android (at least version 4.4.4.) is needed to use the Onzo App.
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
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.
Bikes cost 25 cents for every 15 minutes of usage. The hire cost is charged from your Onzo account balance.
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.
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.
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.
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 .
Your Onzo Account
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.
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.