dBizi » FAQ

FAQ

If you don’t find the answer to your query, contact Customer Services by calling 943 434 463 or via email to info@dbizi.com.

dBizi system

Why an electric bike?

Electric bike systems are designed to cover short-distance journeys quickly and with little effort. They have all the advantages of a conventional bike but with fewer disadvantages, such as difficulty going uphill, lack of physical fitness or sweating.

At dBizi, pedalling assistance is a great help in reaching remote areas in the city or when going uphill.

Are electric bikes safe?

Spanish legislation limits the speed of electric bikes to 25 km/h. This doesn’t mean that they can’t go faster, but the engine stops working when the maximum speed is reached.

Can I add my own accessories (e.g. a baby seat or a front light)?

Our bikes are provided with approved safety accessories: automatic front light, bell and reflectors on the rear wheels and pedals.

The bike is not designed for the installation of accessories, such as baby seats or trailers.

How can I find available bikes and docking points at all times?

The docking station map has real-time data showing available bikes and docking points.

What are the service hours?

The normal timetable for bike use is from 6.30am to 11.00pm; in July and August the timetable is extended from 6.30am to 12.00 midnight.

Why are some bikes in a docking station not available for use?

The dBizi system uses a colour code system to display the status of the bike:

  • green = available
  • red = not available due to a technical problem, battery recharging or poorly positioned
  • light off = docking point not operating

Can I reserve a bike?

No, reserving a bike goes against the aim of a public bike system. We recommend you consult the docking station map before going to your nearest station so that you can check the number of bikes available for use.

How can I make sure that I have returned the bike properly?

After inserting the bike into an available docking point, wait until the light turns green and you hear a confirmation beep.

If the light does not turn green, please report the incident to Customer Services.

Fares and payments

Who can use dBizi?

Anyone over the age of 18 and with a debit or credit card can be a registered user.

Minors aged 14 to 18 can use the service with the permission of their parents or legal guardian, who will assume the responsibility for their physical fitness and their actions during the use of the service.

How many bikes can I use with my subscription?

The card is for personal use only and not transferable; you cannot use more than one bike at a time.

Can I lend my card to another person?

The card user must not be transferred to another person. The accident insurance only covers the card holder.

Does the bike have a minimum or maximum number of trips?

No, you can make as many trips as you like until your subscription ends.

When does my responsibility for the bike end?

The user is responsible for the bike from the moment of hire until its proper return to a dBizi station.

How I can renew my subscription?

The system automatically handles annual subscription renewal before it expires.

Why do I have to pay if I exceed 20 minutes of use?

dBizi is a shared public transport system, and is designed for people to use bikes from station to station with constant rotation.

That’s why the first 20 minutes of each use are free, while the following minutes are charged in accordance with the established rates.

My bank details have changed, how do I let you know?

To edit the details associated with your payment you should contact Customer Services by calling 943 434 463.

Annual pass

How do I become dBizi annual user?

Sign up as a user online. Registration requires a valid credit or debit card and the person to be over 14 years of age.

Where can I collect my card?

After registration, you will receive a confirmation email with a collection code. Just go to any station with an interactive terminal and collect your dBizi card.

Does the annual subscription include a deposit or surety?

Annual subscribers do not pay a deposit to access the system.

Haven't you received the code to collect your card?

Contact Customer Services by calling 943 434 463 to request a new code.

Abono ocasional

Where can I get an occasional user card?

You can purchase one using your bank card from any station terminal. Select the occasional user option and follow the instructions on the screen.

How many days I can use the occasional user card for?

You can choose to pay for 1, 3 or 5 days, depending on the time you want to use the bike.

Why is 150€ held?

When issuing the occasional user card, 150€ is held as a deposit against the account balance (as pre-authorisation). This amount will be returned after paying for the bike usage with the bank card.

How long does it take to return my deposit?

The repayment period depends on each bank. When the period of use ends, we request the bank for the amount for the journeys made, and this includes the release of the deposit.

If you have any questions you can contact Customer Services on 943 434 463.

When am I charged for the journeys made?

When the usage card expires, we charge according to the duration and time of use of the service.

Incidents

How I can report a fault?

Contact Customer Services by calling 943 434 463 or sending an email to info@dbizi.com.

What do I do if I lose my dBizi card?

You can request a replacement from Customer Services.

What do I do if I find an abandoned bike?

You can inform us by calling 943 434 463 or sending an email to info@dbizi.com.

Give dBizi

Are you looking for a gift with a difference? The dBizi package lets you enjoy all the advantages of an electric bike system for getting around San Sebastián more sustainably. It includes a card giving you access to the service for 12 months - under the same conditions as an annual subscription - and a bike lane map of the city.

The pack costs €45 and can be bought at our offices located at C/Portuetxe, 57.