Subscription

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If you still have some queries on the service, Styr & Ställ will answer all your questions on stations, the subscription system, bikes and more.

Subscriptions Find out more about the pricing structure, the guarantee and the subscription system in detail.

I have a new Västtrafik card, what do I do?

- You need a new activation code. By logging in and choosing the alternative "I want to activate a new card" under the tab "My subscription" a new activation code will be sent by email. You can also call callcenter on 031- 227 227 or emailing callcenter@jcdecaux.se.

What is my subscriber ID/Number?

- When you subscribed an email was sent to you with this information. Have you forgotten it either you can press "Forgotten ID" under "My account" or contact callcentret on 031- 227 227 or emailing callcenter@jcdecaux.se.


Temporary ID

Are you waiting for a card to be sent to you and want to use the temporary ID?
To be able to rent a bike choose alternative "2 Access the service", then choose "1 Do you have a 3-day ticket?", enter your temporary ID, your pin code and accept the CGAU, you will now have access to a menu where you can hire a bike.

How will my account be debited?

Subscription for the 3 Days Ticket costs 25 SEK, which is debited from your account at the end of the subscription period.
The Season Ticket costs 75 SEK and is taken from your credit card.

When you subscribe, you agree that the supplier has the right to request at least 2500 SEK and a maximum of 8000 SEK if the bike is not returned within 24 hours.

Both subscriptions allow you to rent a bike as many times as you wish during the period covered by your subscription.
However, if you exceed the first half hour which is free, the service charge is debited at the end of the subscription period
(in the case of the 3 Days Ticket), or monthly (in the case of the Season Ticket).

Is it possible to choose the subscription start date?

For Season Ticket subscriptions, you cannot specify the date your subscription starts.
Your subscription start as soon as your card is received by mail. The season begins at 1st of April and ends in 31th of October.

If you do not receive it within 14 days, please contact the Call Centre on 031-227 227.

For a 3-Day Pass, your subscription begins from the moment you purchase the ticket at the terminal.

How can I renew my subscription?

To renew your subscription you have to visit the website and follow the procedure. Once you have renew the season subscription you can use the same card as last season.


How do I pay for usage after the free half-hour?

If you have selected a Season Ticket, your account will be debited once a month for any service charged incurred.
If you opt for a 3-Days Pass and you use the self-service bikes hire system for more than half an hour per journey,
the charge is automatically debited from your credit card at the end of the subscription period.

Do I have to pay for a Subscription card as well as bike hire fees?

When you take out a Season Ticket (75 SEK), or 3-Days Pass (25 SEK), the first half-hour of every journey is free.
After the first half hour, a service charge applies. See below for pricing structure :
SUBSCRIPTION FEES
Season Ticket 250 SEK
3 Days Ticket 10 SEK

BIKE HIRE FEES
0-30 minutes: Free of charge
30-60 minutes: 10 SEK
60-90 minutes: 20 SEK
From 90 minutes: 40 SEK for each new initiated 30 minutes period.

Stations The FAQ provides you with information on the stations,
their operation and the design of bikes.

What happens if a station is full and I can’t return my bike?

Log in at the terminal with either your Season Ticket or 3-Day Pass and you will be given 15 minutes free of charge
to get to the nearest station with available stands and a list of nearby stations with availability.
There is also a map on the back of every terminal to help you find the closest or handiest station for you.

How do I lock the bike?

Each bike comes with an anti theft lock (you can find it in the basket). It is always advised to lock your bike back into a stand at a station,
however if you need to lock it for a short period, follow the steps below:
- Take the wire lock out of the basket, wrap it around a fixed object.
- Place it in the holder, located beside the metal stand-lock.
- When correctly pushed in, a key is released (located on the right of the lock).
To release the bike, put the key back in its holder and gently turn clockwise.
This will release the wire lock and you can place it back in the basket.
The bike you rent is your responsibility until you lock it back into a stand.

How long do I have to wait before I can take another bike ?


When you lock a bike back into a stand, you must wait 5 minutes before taking another.

Are the saddles adjustable?

The saddles are adjustable and should be fixed to the correct height for you before you start your journey.
Follow the steps below :
The lever to adjust the saddle is located just under the saddle
Release the lever by pulling it back
The saddle can now be moved up or down depending on the height you need
Push the lever back fully to secure the saddle
Even if the saddle is already at the correct height, release the lever and check it is under sufficient tension in that it should take reasonable force to reclose it.
Rotating the circular thumbnut on the left hand side alters the tension on the lever making it easier or more difficult to close.
This needs to be used to adjust the force required to close the lever to an appropriate level and to ensure the saddle will stay at the desired height.

How can I check the availability of stands and bikes at stations?

Each terminal has a station map. You can also consult the station map available on the website.
If you have acess to an Iphone or an Android phone, then you can check for available stands and bikes through the application: AllBikesNow

Can I use a bike for more than one day?

The self-service bikes hire system allow you to rent a bike for no more than 24 hours. The system has been devised for short journeys and ensures that bikes are available for all to use.
If you do not return your bike within 24 hours, the deposit of 2500 SEK is automatically debited from your credit card or bank account and the service will seek to recover the bike.

The stand indicates that I have not returned my bike, even though I have. What should I do?


When you return your bike to a station, an audio signal of 2 beeps and a green indicator light confirm that it has been locked.
If this does not happen, try again. Otherwise, contact the Call Centre, giving the bike and stand number and which station you are at.
An advisor will instruct you on the procedure to follow.

What’s the difference between my bike and a Styr & Ställ bike?

The bikes have been designed for intense city usage. Their gear system has been designed to prevent any risk of chain misalignment
and the cables are integrated in the bike frame.
They are equipped with an adjustable saddle and due to their design anyone can use them from 14 years of age, minimum height 1.5M.

How do I check that the bike is locked correctly?

When you have completed your journey simply locate the nearest station with available stands.
An audio signal of 2 beeps and a green indicator light confirm that the bike is locked correctly and your usage is complete.
If there are no available stands at the station, use the terminal to locate a nearby station with
availability and the bikes will give you 15 minutes free of charge to get there.
If you are unable to lock the bikes correctly please try again at another available stand, failing that contact the Call Centre on 031-227 227.
An advisor will handle your request.

General questions What should I do in the event of theft or an accident ? The FAQ provides you with information on all the procedures to follow in the event of a problem.

Disputes

These General Terms shall be implemented and interpreted according to Swedish law. Any disputes arising from the creation, the application of these General Terms or any subscription agreements concluded, as well as those in respect of the use of the “Styr och Ställ” service shall be tried by a general court of law in Sweden.

For an alternative dispute resolution we refer to the European online dispute-resolution platform https://webgate.ec.europa.eu/odr/main/?event=main.home.show.
Use callcenter@jcdecaux.com to contact JCDecaux Sverige AB.

I have lost my PIN, what should I do?

Holders of a Season Ticket should go to Styr & Ställ website. You will be sent a new PIN by email. You can also telephone the Call Centre on 031-227 227.

Is it necessary to take out public liability insurance to use the service?


You are not insured by the provider to use the self-service bikes hire system and you do so entirely at your own risk. We advise you to take out your own public liability insurance if you do not have such a policy already in place.

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

In the event of theft of the bike, go to the police immediately to report the incident.
Also notify the Call Centre on 031-227 227 immediately and send a copy of your police report to the following address:
Drottninggatan 62, 411 07 Göteborg

If your Season Ticket has been lost or stolen, contact the Call Centre who will deactivate your account.

What should I do if I have an accident with a bike?


Notify the Call Centre on without delay. Until the bike has been locked at a stand, it remains under your liability.

What are the General Conditions of Access and Use?

The General Conditions of Access and Use inform you of your rights and obligations when using the service.
Holders of the Season Ticket are obliged to accept these terms and conditions to receive their personal card.
These same General Conditions of Access and Use are mandatory for holders of 3 Days Ticket subscriptions.

Are my personal details secure on the website?


The website protects your personal and confidential details; other web users will not have access to your
subscription number or PIN if they try to log in after you.
 
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Contact

For any question about the service, please call

031- 227 227

           

callcenter@jcdecaux.se