• Planning your journey

    • Is there a minimum age for children to travel in the cargo area?

      Children travelling in the cargo area will need to sit up unsupported, and generally we recommend this for ages three and up. The children will experience the bumps and shakes of the journey, so wearing a thick coat or something similar, and a woolly hat can help with their comfort.

      Of course this depends on the individual child, rather than a strict age, and the most important thing will be to use your judgement, talk to the child about their comfort, and to adapt how you ride accordingly.

    • Is there a maximum weight I can carry?

      The OurBikes can effectively carry up to 80kg in the cargo area, but travelling with extra weight will change the strength required to cycle, particularly up hills, and when pulling away.

      When cycling with extra weight the main thing to remember is to reduce your speed. Your braking distance will be longer and it will require more effort to change direction. It will be even more important to keep the weight within the wheel base for stability, so reduce your speed as you turn around corners.

      When turning, move the handlebar away from you and slightly lean your upper body into the curve i.e. in the direction you are turning. 

      Look ahead as much as possible so you can plan your manoeuvres early. Observation is even more important when cycling with extra weight, as you can not quickly change your speed or direction.

      Drop down to the lowest gear before you come to a stop, as this will make pulling away again easier.

      The battery will also run down quicker, so make sure you have enough charge before beginning your journey.

    • Can I go up hills?

      Yes you certainly can. Increase the level of assist, and use the full range of gears to help you go up hills. Drop down to the lowest gear before coming to a stop, as this will make pulling away again easier.

      Remember, once you’re up, you will likely be coming back down. When going down hill use your brakes early, and use continuous smooth pressure, to stop your speed getting too high. Keep your speed low to maintain stability.

    • How far can I ride?

      The range of the battery can be up to 45km, however this greatly depends on hills, extra weight, and if the full range of gears are being used effectively.

      If you find yourself running low on battery charge, you can conserve battery to give you assist for when you most need it e.g. turn the level of assist down and rely more on using the most appropriate gears for general cycling, and increase the level of assist only for hills.

    • Can I go anywhere with the OurBike?

      Yes you can go anywhere during your journey. Of course you must end your journey back at the Host where you began it, and before your reservation ends, so when planning your journey keep this in mind.

    • Do I need to wear a helmet, or high-visibility clothing?

      No special clothing, or helmet is required. These are your choice. Of course, try and prepare for the journey and the weather. Make sure you are not carrying anything that might dangle and get caught e.g. laces, bag straps.

      For passengers travelling in the cargo area, a thick coat and hat can help with comfort, as can a blanket if it is windy.

    • What if I can not register with the OurBike app?

      Check there are no spaces in the username you have input. Try typing the username and password, instead of copying and pasting it in.

      Check the password has at least 8 characters.

      If you still have problems contact us and tell us what has happened.

    • What if I can’t see the OurBikes in the app?

      First of all you need to have registered on the ourbike.co.uk website and booked an introductory session. Only once you have completed this will you be given access to the fleet of bikes. You can register for the app anytime but you just will not see the bikes.

      If you have been through the introductory session then try this -

      In the app, select the menu (“=” icon at the top left of the screen), tap “Private Networks”. If the Private Networks screen is blank, tap “Add a private network”. Input your account email address, the system will email you a verification code, input this verification code into the app. 

      You should now be able to see the OurBikes. If you cannot, force quit the app, re-open, and try to use it again. How to force quit the app - On iOS, double tap the home button, or swipe up from the bottom of the screen and hold mid-way up the screen. From this stage, press and swipe up on the OurBike window that appears. On Android, tap the 3 lines button on the base of your screen and swipe the OurBike window that appears.

      If none of these help, contact us with details of what has happened, including your account email address so we can investigate.

    • How much does it cost?

      It is free to join and then it costs between £3 and £5 per hour to hire the bike depending which borough you are in. Some councils are subsidising the scheme so the first two hours of use per day are free.

    • If I reserve a bike and then decide I do not want it can I get a refund?
      No, afraid not. When you reserve the bike it means others cannot use it. If you believe there is a reason you should be refunded please send an email to ourbike@peddlemywheels.com with a description of what has happened.
  • Starting your journey

    • What checks should I do before every journey?

      Complete an “ABCD” check before every journey:

      Air - press the sidewall of all three tyres, check the tyres are firm.

      Brakes - engage each brake lever independently. Check each brake can bring the OurBike to a stop, and that you don’t have to pull the brake lever all the way to the handlebar for it to work. Please note if the brake lever does not move, the parking brake might be engaged. To dis-engage the parking brake, fully engage the handle all the way in, and toggle the small pear-shaped switch which is nearby the brake levers.

      Chain - pedal backwards, check the chain runs smoothly, and there are no signs of rust.

      Direction - stand close to the handlebars, move the handlebars all the way to the left, then all the way to the right. Check the handlebars feel secure and nothing is loose.

      Also, check the battery level will be sufficient for your journey. Press the small round button on the battery, which is above the rear wheel. You can also turn on the control unit on the left handlebar, and note the battery level on the left side of the screen. If the battery needs changing, go into the Host premises and ask them to change the battery.

    • What if the tyre needs inflating before I start my journey?

      If possible go into the Host premises and ask to use the pump. Pump the tyre up to the pressure written on the side wall of the tyre, or 60 psi.

      If that pump is not available, any pump with a schrader valve will work just in case you are able to find an alternative e.g. from a nearby bike shop, cafe, or alternate Host.

      If you are not able to inflate the tyre to a safe level, please do not continue with your journey, let us know what has happened and we can service the OurBike.

    • What if the OurBike fails the “ABCD” initial checks and is unsafe to ride?

      Please do not continue with the journey.

      Check in the OurBike app to see if an alternative reservation can be made for a nearby OurBike.

      Contact us to let us know what has happened, and we will be able to service the OurBike.

      If possible go into the Host and let them know as well.

    • What if the OurBike is not there when I arrive to start my journey?

      Look up and down the street just in case it has been left nearby.

      Check in the OurBike app for the location.

      If possible go into the Host premises and ask them if they know where the OurBike is.

      Check in the OurBike app to see if an alternative reservation can be made for a nearby OurBike.

      Contact us to let us know what has happened.

    • What if the OurBike app is not working properly?

      Force quit the app, re-open, and try to use it again. How to force quit the app - On iOS, double tap the home button, or swipe up from the bottom of the screen and hold mid-way up the screen. From this stage, press and swipe up on the OurBike window that appears. On Android, tap the 3 lines button on the base of your screen and swipe the OurBike window that appears.

      Turn off wi-fi on your device, and instead use mobile-data for connectivity.

      Try logging on from a different device.

      If none of these help, contact us with details of what has happened, including your account email address so we can investigate.

    • What if there is damage to the OurBike or rain cover?

      If the OurBike fails its initial “ABCD” check or is in any way unsafe to ride, please do not continue with your journey.

      If there is damage that does not make it unsafe to use, please use your judgement on whether to continue the journey, taking into account any hazard caused by the damage.

      Please contact us and let us know what has happened, and we can service the OurBike.

    • What do I do if the battery is low?

      If the battery is low go and ask the host business for the spare battery. If the host business is closed you'll have to either make do with the bike as it is or cancel or end the journey.  If the latter please send an email to ourbike@peddlemywheels.com and we might be able to refund the cost of your ride depending on the circumstance. 

    • What happens if my phone runs out of charge?
      If you are with someone else with a phone then download the OurBike app on their phone and log in with your username and you can use this.
      If not, get the bike home to its parking zone and lock the bike. When you get access to your email again send ourbike@peddlemywheels.com an email with details of what has happened. If the bike is locked when your phone dies and you cannot access another phone, email ourbike@peddlemywheels.com as soon as you can with details of where the bike is and what happened or call our helpline - 07506 288240.
  • Whilst riding

    • What if I puncture whilst riding?

      Park the OurBike somewhere safe and so it does not cause an obstruction. Lock the OurBike to an immovable object in the usual way, with the chain going through the frame and rear wheel. Take a picture of the OurBike, so that the lock and chain, and immovable object are all visible. Tell us where it is, and some details of what has happened. Take any personal belongings with you. Leave the rain tent closed.

      We will then be able to recover and repair it.

      Email: ourbike@peddlemywheels.com

      Phone: +447506288240

    • How do I contact you if something goes wrong?

      For help with your journey, please contact us with details of what has happened.

      Email: ourbike@peddlemywheels.com

      Phone: +447506288240

      Instructions: https://ourbike.co.uk/instructions

    • What if I damage or scratch the OurBike?

      We expect there will be wear and tear from normal use, and small scratches do not need to be reported.

      OurBike is a community scheme, and every person who uses the OurBikes are members. If there is anything that you yourself would be surprised to find, please send us a picture and short description of what has happened (our email address is: ourbike@peddlemywheels.com). We will look to repair and service the OurBike so it is in a good and usable condition, and only in the most serious situations would we look to investigate any responsibility.

    • Can I leave the OurBike anywhere during the journey? What about at the end of the journey?

      During the journey you can lock the OurBike as many times as you want. The usual common sense principles apply, so you will need to choose a place with an immovable object to lock it to, and it should not cause an obstruction. As always, please be considerate of those also using the space.

      You can only end your journey back at the Host location where you began it.

    • Do I need to use the parking brake?

      There is a parking brake on each brake lever. Applying the parking brake will stop the OurBike moving, which can be helpful when loading and unloading, and when locking and unlocking. Please use it whenever it would be helpful.

      To use it, press and hold one of the brake levers until fully engaged, and whilst holding the brake lever engaged, with your other hand, toggle the pear shaped switch which is on top of the brake lever. It might be stiff to do so, so start with moderate effort when toggling the switch, and smoothly increase effort until the switch moves. You will know when the switch has toggled as the OurBike will either be able to move, or it will remain stationary when you push it.

      If one parking brake is particularly stiff, try using the other one.

      Please do not use the parking brake when you end your journey. If it is left engaged for a long period of time, it can wear out and damage the brakes. This might mean you engage the parking brake to lock the OurBike, then end your journey in the OurBike app, and then toggle the parking brake off.

    • Should the lock and chain travel with the OurBike?

      Yes, the lock and chain must travel with the OurBike on your journey. You will need them to lock it if you leave the OurBike during errands.

      Please keep the lock in the open position when not in use, so it can always be used to lock up.

    • How do I lock the OurBike up correctly?

      Position the rear frame triangle next to an immovable object. Pass the chain through the rear frame triangle, through the rear wheel, and around the immovable object. Use the lock to close the chain so that the rear wheel, frame triangle and immovable object are locked together.

      At the end of the journey, you will be prompted to take a picture of the above. This is important as it is your proof that you have left the OurBike securely locked up.

      Please check the parking brake is not engaged before leaving the OurBike. Try and gently move the OurBike forwards and backwards, and check the wheels are moving freely. If the parking brake is left on for an extended period of time, it can wear out and damage the brakes.

    • The app will not let me end my journey

      Lock the bike at its parking spot and take a photo of the locked bike using your phone. Send an email to ourbike@peddlemywheels with the photo attached and add details of what happened in the app if you can. OurBike will force close the journey and refund you for any additional minutes that you were charged.

    • Should I change the battery at the end of my journey?

      Yes please go into the Host and ask them to change the battery over if it is possible to do so, in particular if you have run the battery down during your journey. The OurBike will then be ready for the next member, even if they can’t have the battery changed due to the Host’s opening hours e.g. early the next morning.

    • How do I turn on the lights?

      On the Ridgeback MK5 (which has a bucket cargo area and fabric weather cover), press and hold the “up” arrow for 2 seconds. This will toggle the lights on and off.

      On the Babboe Trike-E (which has a lidded cargo area), quickly press the power button whilst the power is already on. This will toggle the lights on and off.