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Bike-share partnership
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FAQ
Frequenty Asked Questions
Explore our FAQ
Locks & Licenses
Is it possible to attach/detach a lock on another bike?
Yes, locks can be transferred between bikes. For this, the respective bikes need to be disabled. Once the lock is physically attached to the new bike, go on your Stables account, select the lock, press on the “three dots” next to it and ‘attach’ it in the system to the bike of your choice.
How can I end a license?
A license runs as long as your contract is active. After minimum one year, you can choose if you want to stop the license. Please contact your account manager if you have any questions.
Can I stop paying for a license if a bike gets stolen?
If you want to stop paying for the license of a stolen bike you will need to get in touch with your account manager.
Contractually, you need to purchase a license for a least 1 year. Therefore, we will only be able to end the license for you at the end of the running year.
However, whenever a bike goes missing, you’ll get the support from the Donkey Republic team who will help you track the bike, or contact the last user.
Where can I find information about my contract and invoices?
For any questions related to contracts and invoices please get in touch with your account manager.
How do I see the date my license has started?
A license starts when they locks/bikes you bought are activated on your account.
How can I check the warranty on my lock?
The warranty period of each lock is 18 months from the date of registering in your Stable account. You can see the exact date only for AXA Lock BLE in the lock menu, as shown below.
Navigate to Stables. Choose the “Locks” menu. Search for your lock, click on it and you should see the following line (below image) which is the starting date of your lock warranty.
Alternatively, you can go to the vehicle that has the lock attached and you can click on Lock and this should list the lock properties.
Fleet Management
What does a hub with e-bikes look like in the app? And how does a hub with e-bikes and pedal-bikes look?
There is a lightning sign on the top of the orange hub dot
How do I report issues with the bikes I have received?
If you are a Saas partner and have an issue with a working bike or lock, you can either report it in your account’s Slack channel (“Account – Your City”) or directly to your account manager, who will forward it to our hardware teams and assist you further if needed.
Can you end this rental for me?
To end a rental, the easiest way is to contact our Customer Support agents, via phone or chat. You can reach them on the following phone numbers, depending on the country you are in: https://www.donkey.bike/contact/
How do I create a new Hub?
You can easily create and delete hubs yourself through the shepherd App and your Stables account.
One of my bikes is stolen, can you help me find it/contact the last user?
Yes, under certain circumstances. You need to provide the bike name or ID to your account manager. If the last rental was ended incorrectly we can contact the user and charge him for the lost bike, however it is not given that this is successful. If the last rental was ended correctly we can provide the GPS locations of the bike and you can contact local authorities.
What app should I use to manage my fleet?
The only App for fleet management is the Shepherd App. The App is only available on Android phone and you can download it on this link: https://play.google.com/store/apps/details?id=com.donkeyrepublic.apps.shepherd . All the previous fleet Management app such as the owner app are now obsolete.
How can I change pricing?
In order to change the pricing in your account go to your account settings and press on ‘Pricing’. On the Account Pricing page, choose the vehicle type you’d like to edit pricing and press on ‘edit’. Once your changes have been made, press ‘Save’.
Where is my missing bike?
We do not know where your missing bike is. However, we are actively looking for it. During the first 30 days from the moment your bike has been reported as missing, our support team will contact the last rider several times in order to get information regarding the bike’s location. If the rider doesn’t reply nor give us the right information, they will be charged a ‘Lost bike’ fee after the 30 days period is over. The fee depends on the type of bike which has been lost.
How can I contact Donkey Republic?
Whenever you’d like to get in touch with us regarding a rental or bike issues, please write in your dedicated Slack channel. A support agent will get in touch with you as soon as possible to assist you in your query. For any questions related to your account such as invoicing, contract, etc. please get in touch via Slack or email with your account manager.
Features questions
If you’d like a new App feature to be implemented, a new dashboard to be created or maybe have a general feedback about our product and services please click on the link and fill in the form. We can’t promise we will be able to make it, but your opinion matters. We will get back to you as soon as we have some feedback about it 🙂 https://forms.gle/gQPs7hmPkz9iJAjw7
How to change a bike in the middle of a rental? Where to go in the app?
If you have an issue with the bike you are currently renting, you can exchange it by pressing “Exchange bike” in the map page of the Donkey app. Be careful, you should ideally return your defect bike and take a new bike in a hub. The app will show you the nearest hubs where you can pick from.
What does it show when a user wants to end the rental outside of a hub?
Please return your bike to an official hub location if you decide to end your rental. Otherwise, we will be forced to charge a ‘relocation fee’ to cover returning the bike to our hub network. Below is a screenshot that appears in the app when you attempt to end a rental outside of an official Hub.
Spare parts & Theft
Do the bikes/locks have an RFID sensor?
No but our bikes have a gps-tracker that emits a signal when the rider locks or unlocks the bikes. If you have Donkey bikes, these are built in the e-Gen3 bikes and e-Gen2 bikes, it is not the case for pedal bikes. If you have your own bikes, the gps tracker can also be purchased separately, like the locks.
How can I order spare parts?
Whenever you’d like to order some part parts please visit our webshop at webshop.donkey.bike. If this is your first time, contact your account manager to get some login credentials. You’ll be able to find all the spare parts available for purchase. In case you’d like to order additional locks and hub signs please get in touch with your account manager.
How do I get a hub sign? Is it possible to have them customized?
We offer different hub signs that you can order. If you would like a different design and are unable to do it yourself, we can discuss options and pricing for a custom design. For orders and design questions, please contact your account manager.
How do I attach a GPS tracker to the Donkey?
If you’d like to attach a GPD tracker to a Donkey bike please contact your account manager
Data & dashboard
Where can I get an overview of my revenue for a specific period of time?
If you have access to the Stables Dashboards, you can have a look at “Stables Dashboard 6 – Revenue”. Select the required time period by using the filters at the top of the page.
What does it mean when I have rides cost '0€'?
If you see rentals that are priced at 0€, it is because these rentals were made by users with a membership. The membership allows him to ride for free for a certain time, resulting in the individual rental being priced at 0€.
Can you tell me the name and contact details of the last user?
Unless you have a special DPA agreement with us, we will not share the name of the last user for GDPR reason as we are bound to protect the data of our users.
Memberships and coupon codes
How does bulk code memberships function when the memberships are renewed? Are the codes staying the same?
Yes, the codes remain the same. When you create a bulk code membership, you must choose an “interval” (monthly or yearly). This interval is used to set the payment frequency. For example, if you set the interval to “monthly”, the membership will renew every month until it is canceled (until it expires or the user cancels the subscription). We grant one code for each membership access, so the same codes can be used throughout months when the membership is active, with no need to renew the codes.
How can I see the number of users for a membership?
To see the number of users of a particular membership, go to tab ‘Dashboard’ of your Stables account. Select ’09-City Dashboard’ and scroll until dashboard ‘4.5 – Memberships’. All the memberships linked to your account should be displayed. If there is no data, it means that you do not have any subscriber.
How can I create a membership / discount code?
In order to create a discount code or a membership duplicate the document linked here and fill it out. Once this is done contact your account manager so that they can create the code for you. https://docs.google.com/spreadsheets/d/1Sg1No_ZkreC7h3Ttf0irQFh1_IYm67euFb9v54wDuTQ/edit?usp=sharing
What are the discounts offers I can provide to my users?
Our system offers many different options providing price offers to users. See the document to have a clear overview of what can be offered (note: as PDF file): https://docs.google.com/spreadsheets/d/1pkVdRxOXQolq_-cpBx13HeYW3pJN1T61fF34RKYfZag/edit?usp=sharing
How to unlock a secret membership with a code?
If you have received a code for a secret membership, you can unlock it by pressing the “Person” icon in the upper right corner and going to the “Membership Code” option. Once you enter a valid code, the corresponding membership will be shown.
How can users add a coupon code?
To use the credit you received from a coupon code (free minutes or percentage discount), you must select the “Just Ride” option on the payment page and enter the code in the “Coupon Code” field just before payment. Be aware, our coupon codes are usually time-limited, so make sure you get a ride before the expiration date.
User FAQ
For user-centric questions visit our help center here
