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FAQs

How do I register for the service?

If you live in Zaragoza and have a citizen card you can get the annual subscription, but if you are visiting the city don’t miss the opportunity to get a temporary subscription.

Registration can be done through the website or in person at the Customer Service Office.

Find out more in the section “How to subscribe”.

If I’ve already registered, can I use the Bizi straightaway?

Si quieres dejar una bicicleta y la estación está llena, puedes acercar la tarjeta al lector de la estación, y te indicará qué estaciones cercanas tienen disponibilidad. Además, obtendrás 10 minutos adicionales sin coste para poder llegar.

 

What should I do if my card is lost or stolen?

Te aconsejamos que recuerdes el número de tu tarjeta para evitar el incumplimiento de las normas de uso. Prueba a hacerle una pequeña señal y así no te confundirás de tarjeta.

What should I do if my card is lost or stolen?

In the event of loss or theft of the card you should notify us as soon as possible by telephone or in person at the Customer Service Office so that we can block the card.

If you have a citizen card the request for a duplicate should be made directly at the City Hall. Once you have your new card, you should inform Bizi so that we can reactivate the service.

If you subscribed before February 2011 and still have a Bizi card, you should request a duplicate at the Customer Service Office. You must pay the cost of issuing the card in cash. Whenever you wish you can request your citizen card and we will link it to your subscription.

My card has been blocked, why?

If the system detects that you have a bicycle in use, or if it has not been possible to charge your bank card for excess use or to renew your subscription, or your bank card has expired, or you have been penalised due to excess use of over two or 24 hours, your card will be blocked.

Go to My Account and find out which is the case.

What happens if the credit/debit card that I used to subscribe to Bizi has expired or if I change it for another?

Your Bizi subscription is associated with a credit or debit card, so this card must be valid.

If you change or renew your bank card for any reason (physical change of your card due to expiry, loss, cancellation, etc.) you should update your bank details, accessing your subscriber area on the Bizi website with your user and password. Click on the section “modify details” and introduce the new number and expiry date.

If the card expires, you will receive an email reminding you that your credit or debit card is about to expire.

How do I update the details of my associated bank card?

Your Bizi subscription is associated with a credit or debit card, so this card must be valid.

If this card expires, you will receive an email reminding you that your credit or debit card is about to expire, but if you renew it before it expires you must inform us of the details of the new card.

To change your details, enter the My Bizi Account section on the website in modify details.

How old do you have to be to use this service?

This service is prohibited for minors under 16 years old.

For people aged between 16 and 18, registration can only be done at the Customer Service Office, presenting the following documentation:

  • ID of the parent or legal guardian
  • ID of the minor (subscription holder)
  • Authorisation signed and completed by the parent or legal guardian.
  • Use of Service Conditions signed by the parent or legal guardian.
  • Spanish “libro de familia” or birth certificate where the names of the parent or legal guardians and the minor appear.

Registration for persons older than 16 and younger than 18 cannot be done without the completed documentation requested.

What is the validity period of the subscription?

The annual subscription is valid for 365 days from the time the citizen card is registered as a Bizi card.

The temporary subscription is valid for 72 hours from the first use.

What happens when there are no spaces available at a station to return the bicycle?

If you want to return a bicycle and the station is full, pass the card across the reader, or key in your access code and password if you have a temporary subscription, and you will receive information on the nearest available stations. You will also receive ten more minutes free in order to return the bicycle.

What should I do if there are no bicycles available at a station?

Bizi has a bicycle distribution service that distributes bicycles between the different stations according to studies that try to meet supply and demand. Nevertheless, Bizi is a limited and shared service and, therefore, it is possible that there are no bicycles available at certain times and in certain areas.

If you see bicycles at the station but the system does not assign one to you, this is because they are faulty bicycles that are awaiting repair by the maintenance services.

You also have the option to pass your card across the reader, or if you have a temporary subscription, key in the access code and password, and the station will indicate nearby stations with available bicycles.

What do I do if the bicycle assigned to me by the system is not in good working order?

If the system assigns you a bicycle that is faulty, you should return it to the station before three minutes have passed and use your card again, or key in your access code and password if you have a temporary subscription. You will then be assigned a new bicycle.

We recommend you turn the seat of the bicycle round to advise other users that it is faulty.

How long can I use the bicycle for?

You can use it for a maximum period of two hours. If you exceed two continuous hours of use, you will be penalised and an excess charge will be applied according to the “Costs” in place for each hour or fraction of over an hour. If you accumulate three uses of over two hours, and therefore three penalties, your subscription will be suspended.

If you have a temporary subscription, you will be suspended with just one penalty.

Remember that the first 30 minutes of use are free.

What can I do if the system will not let me take out another bicycle even though I have just returned one?

You cannot take out a bicycle until you have returned the previous one and at least ten minutes have passed.

If the system does not allow you to take out a bicycle and more than ten minutes have passed since the previous use, it could be that you have not secured the first bicycle correctly and it has therefore not been registered as returned to the system. In this case you should contact us as soon as possible by telephone on 902 31 99 31 or through the incident “mailbox”.

Remember that you should always check that the bicycle has been correctly secured.

  • Identify a free docking station that works correctly (it will have an illuminated green light).
  • Introduce the two clamps into the docking station and wait until the green light stops flashing and a red light appears.
  • If the light on the docking station keeps flashing when you are returning a bicycle, contact the Subscriber Telephone Helpline on 902 31 99 31 immediately to solve the incident.
  • Check that the bicycle is fixed into place. Pass your card across the reader. If the bicycle has been returned correctly to the system, the following message will appear on the screen: “bicycle returned correctly”. If this is not the case, a message will appear which says: “you have a bicycle in use. Contact the incident helpline”.

Can the same subscriber have more than one bicycle in use?

No. Whether you have an annual subscription or temporary subscription, with your card or code you have the right to use as many bicycles as you wish during the validity period of your subscription, but you should be aware that you cannot take a bicycle until you have returned the previous one and at least ten minutes have passed.

What happens if I return the bicycle after over two hours of use?

If you exceed two continuous hours of use, you will be penalised and an excess charge will be applied according to the costs in place for each hour or fraction of over an hour. If you accumulate three uses of over two hours, and therefore three penalties, your subscription will be suspended.

If you have a temporary subscription, you will be suspended with just one penalty.

How can I renew my annual subscription?

An annual subscription is automatically renewed.

Bizi will notify you 30 days before the expiry of the validity period of the subscription using the email address associated with the service, informing you that this period is about to end, giving you the opportunity to cancel the renewal or cancel your subscription to the service.

The cancellation of the renewal is an option that will appear in your subscriber area in the My Bizi Account section, 30 days before the expiry of the subscription, where you must enter the number of your Bizi card associated with your citizen card. This option will entitle you to use your subscription until the last day, without it being renewed.

Moreover, cancelling your subscription to the service is irreversible and instant, so you can no longer use the service from this moment. This option can be accessed at any time in your subscriber area in the My Bizi Account section, where you must enter the number of your Bizi card associated with your citizen card.

You can request the Bizi number associated with your citizen card either by telephone or by email.

If you, as a subscriber, do not communicate your intentions, renewal will be carried out automatically once the validity period of the subscription ends.

How old do you have to be to use this service?

This service is permitted for people over 16 years old. People aged between 16 and 18 should provide the Spanish “libro de familia” or birth certificate, the ID of the parent or legal guardian and the ID of the minor, along with the authorisation as an indispensable requirement for registration. To download the authorisation form, click on “Bizi information / How to subscribe”

Does Bizi offer any kind of insurance?

From 13th June 2012, subscribers to the Bizi service have been covered by a triple insurance policy, included in the subscription cost:

Civil Liability Insurance.

Accident Insurance.

Legal Assistance Insurance.

You will find more information at “How it works/insurance”.

What should I do if I have an accident?

If you are involved in an accident, this should be communicated to the police and our Customer Service Office on Ctra. de Madrid, km 315.7 – Bizi depot (50012 Zaragoza). Everybody involved in the accident should complete the relevant documentation so that the case can be dealt with by the insurance company.

How do I cancel my subscription to the service?

Cancelling your subscription to the service is instant and irreversible.

There are two ways of cancelling your subscription to the service:

A – through the “cancel subscription” section in the subscriber area of the website www.bizizaragoza.com*

B – in person at the Customer Service Office on C/Ariza, Antigua Carretera de Madrid, km 315.7, 50012 Zaragoza opposite ATADES, open from 9am to 5pm from Monday to Friday.

*for this process you need to introduce your Bizi card number; if you do not have this number, contact the incident helpline on 902 31 99 31, where you will be given this number in order to carry out any necessary procedures.

I have cancelled my subscription by mistake, what should I do?

Once the cancellation process has been carried out, this is irreversible. If you wish to continue making use of the service you will have to register again, introducing your details and paying the amount to subscribe to the service.

When does my responsibility for the bicycle end?

As a subscriber you are responsible for the bicycle from the moment you take it from a station until it is correctly secured at the same or another station.

Furthermore, to confirm that the system recognises that you have returned the bicycle correctly, once it is secured you should pass the card across the reader of the Service Terminal, or reintroduce your code if you have a temporary subscription.

If you have returned it correctly, a message on the screen will read: “bicycle returned correctly”.

If this message does not appear, you should contact Bizi using the Subscriber Telephone Helpline 902 31 99 31. On the service’s website, in the contact section there is a special mailbox and email address in order to report any incidents. There is also an app for mobile phones and tablets, both for Android and Apple iOS. BiziZGZ lets you immediately report any incidents with securing a bicycle in use

What do I do if the bicycle gets stolen?

En el caso de que te roben la bicicleta, debes informar inmediatamente al Bizi a través del teléfono de contacto o vía mail y poner la denuncia correspondiente en una dependencia policial. Deberás entregar el original de esta denuncia tan pronto como te sea posible en la Oficina de Atención al Abonado, donde evaluarán tu caso y te desbloquearán la tarjeta, si procede.

En caso de que observes un robo de bicicleta o encuentres alguna bicicleta que no esté depositada en una estación, te agradecemos que avises a la policía y te pongas en contacto con Atención al Abonado. Buzón Bizi

Am I obliged to pass my card across the reader after every use?

Once the bicycle is secured, you should pass your card across the reader at the station to ensure that you have returned the bicycle correctly to the system. The following message will appear on the screen: “bicycle returned correctly”. In the event that this message does not appear, you should contact Bizi.

How do I take a bicycle from a station? What checks are made?

The first thing you have to do is pass your card across the reader if you have an annual subscription, or key in your code and password on the keypad if you have a temporary subscription.

After this operation the system will immediately unblock a bicycle for you.

Take the bicycle from the docking station and check it is in working order. You have three minutes to make a quick check of brakes, chain, lights, etc. Adjust the height of the seat and get pedalling!

If you see that the bicycle is not in good working order, you should return it to any free docking station within three minutes, after which you should pass your card again or introduce your code so that the system releases a new bicycle.

We recommend you turn the seat of the bicycle round to advise other users that it is faulty.

How do I return the bicycle to the station?

After using a bicycle, you should return it to the nearest station to your destination. Bicycles should never be left in the street. Introduce the front clamps into a free docking station showing a green light. Ensure that the red light shows after docking. Check that you cannot take the bicycle out of the docking station.

Pass your card across the reader or key in your access code and password if you have a temporary subscription to confirm that it has been returned correctly.

If you have returned it correctly, a message on the screen will read: “bicycle returned correctly”.

If this message does not appear, you should contact Bizi.

What are the opening hours of the Bizi telephone helpline?

Helpline service with operator from Monday to Friday from 5am to 12am.

Saturdays, Sundays and public holidays: 24 hours a day.

Remember that the Subscriber Telephone Helpline is 902 31 99 31.

What is the timetable of the service?

The service is in operation 365 days a year with this timetable:

  • From Monday to Thursday: The service operates from 6am to 12am; after this, bicycles may only be returned.
  • Fridays and the eve of public holidays: The service operates from 6am to 1am; after this, bicycles may only be returned.
  • Saturdays: The service operates from 8am to 1am.
  • Sundays and public holidays: The service operates from 8am to 12am.

What are the opening hours of the Customer Service Office?

Opening hours are from Monday to Friday (working days) from 9am to 5pm. Remember that this is on C/Ariza, Antigua Carretera de Madrid, km 315.7, 50012 Zaragoza opposite ATADES).