In case of emergency
(What to do in the event of an accident)

If you become involved in an accident and make a mistake in how you handle the situation at the site of the accident, you may not be able to receive the compensation you should have been entitled to.

If you are in an accident while using the service, please promptly contact the Call Center(0570-783-677)as described below.

When the accident occurs, please stay calm and do the following:

Submit a report to the police,
and call

0570-783-677

Open 24 hours a day

First aid for injured people
The first thing you should do if you cause an accident is help anyone who might have been injured.
Check the injured people and if they need emergency care, please call an ambulance, apply first aid, etc.
Submitting a report to the police
Whatever kind of accident it is, do not handle the accident only with the parties concerned. Go to the nearest police box or call 110 to submit a report. Report the (1) date, time, and place where accident occurred, (2) theft prevention number of the bicycle, (3) whether anyone was injured and the extent of injuries if so, and (4) any measures taken at the site of the accident; and follow the instructions of the police officer. In particular, a "Jinshin Atsukai" report must also be submitted if the accident caused injury to people.
Checking other people
If other people were involved in the accident, please check the following:
(1) Name, address, daytime contact information (usually their mobile phone number)
(2) If they had a bicycle, check the theft prevention number and the name and address of the bicycle's owner.
Contacting the call center
Please contact the above call center (Navidial) as soon as possible from the location of the accident.If you cannot call this number for reasons such as roaming restrictions on your mobile phone, please call from a public phone or find another way to call.
If you cannot call because you were taken to a hospital or other reason, please have someone call for you.
You may be responsible for the expenses incurred in repairing the bicycle.

Please be careful about accidents that often occur.

  • Bumping into a car while riding on the road
  • Bumping into pedestrians while riding on the sidewalk
  • Bumping into another bicycle or motorcycle
  • Bumping into the wall or fence of a house

* Please contact the Call Center even if the injury seems small.

Insurance details

In the bike sharing industry, various types of insurance cover injuries that bicycle users might incur while riding. In the event of an injury, the following types of coverage are available. If the injury incurs an amount that exceeds the amount of coverage, the user will be responsible for the excess amount.
* Please refer to the terms and conditions of each service area for details of each insurance policy.

Coverage
Your own injuries Amount covered for death or residual disability JPY 10 million
Daily coverage for hospitalization JPY 5,000
Daily coverage for out-patient expenses JPY 2,500
Compensation to third parties Maximum limit Personal and property liability coverage (JPY 200 million per accident)
Personal liability: JPY 200 million; Property liability: JPY 200 million
Special provisions
- Coverage for legal expenses
Maximum limit: JPY 10 million per accident, during period of insurance policy
- Coverage for initial response expenses
Maximum limit: JPY 10 million per accident, during period of insurance policy
- Coverage for injured persons' medical expenses
 Maximum limit: JPY 500,000 per person
Coverage
Your own injuries
Amount covered for death or residual disability JPY 10 million
Daily coverage for hospitalization JPY 5,000
Daily coverage for out-patient expenses JPY 2,500
Compensation to third parties
Maximum limit Personal and property liability coverage (JPY 200 million per accident)
Personal liability: JPY 200 million; Property liability: JPY 200 million
Special provisions
- Coverage for legal expenses
Maximum limit: JPY 10 million per accident, during period of insurance policy
- Coverage for initial response expenses
Maximum limit: JPY 10 million per accident, during period of insurance policy
- Coverage for injured persons' medical expenses
 Maximum limit: JPY 500,000 per person

Frequently Asked Questions

Q.利用中の自転車に問題が生じた。
大変申し訳ございません。
近隣のポートまで自転車をお持ちいただき返却後、別の車両に乗り換えていただくようお願いいたします。

乗り換えいただいた後、お手数ですが「アプリメニュー問題申告」>「過去に利用したバイク」よりお知らせいただければ幸いです。

※解錠から5分以内に同一ポートに返却いただければ、ご利用料金はかかりません。

お急ぎの場合は下記へお問い合わせください。
東京・横浜・北海道・仙台・金沢・大阪・奈良・広島・大分については
お問い合せフォームまたはお電話(有料ナビダイヤル:0570-783-677、7時~19時 年中無休 ※横浜エリアは24時間)にてお問い合せください。

その他のエリアはこちらよりご確認ください。
https:/docomo-cycle.jp/link/
Q.There was a defect in the bicycle. (Punk, saddle, chain, gear, etc.)
We are terribly sorry.
Please return your bicycle to a nearby cycle-port and transfer to another bicycle.
After transferring to another one, please email us ( p-contact-ml@d-bikeshare.com) with the following information:
We will correct the fee (not necessarily the full amount) only if it can be confirmed any defect or failure of the bicycle.

-User ID
-Bicycle number (The three-letter alphabet and four-digit or five-digit number on the mudguard cover of the rear tire)
-Date and time of start
-Date and time of return
-Bicycle port (bicycle parking lot) of start
-Charge correction request(Only when we can confirm the facts applicable to the correction)
-Your name (full name)
Q.[Before you rent] The bicycle is incomplete. (Punk, saddle, chain, gear, etc.)
We are terribly sorry, but please use other bicycles.
Thank you for sending us the following information via email (p-contact-ml@d-bikeshare.com).
[Failure report]
-Date of discovery
-Vehicle number (3 letters and 4-digit number written on the mudguard cover on the rear tire)
-Port (bicycle parking) name
-Incomplete content (punk) Etc.)
Q.Immediately after I rented it, there was something wrong with my bicycle. (Punk, saddle, chain, gear, etc.)
We are terribly sorry.
Please bring your bicycle to the same port as the starting port, return it, and then change to another vehicle.
* If you return it to the same port within 5 minutes after unlocking, there is no usage fee.

After transferring to another one, please email us ( p-contact-ml@d-bikeshare.com) with the following information:
Failure notification]
・ Discovery date and time
・ Vehicle number (Three-letter alphabet and four-digit number are written on the mudguard cover on the rear tire)
・ Port (bicycle parking lot) name
・ Insufficient content (puncture, etc.)
Q.I forgot to return my bicycle.
If the return procedure is not completed and it is locked and recognized as "inside the bicycle parking lot (port)", it will be automatically returned in 15 minutes.
*Please note that the automatic return process will be executed after 55 minutes only in Sendai.
Q.What should I do I do if have had an accident?
(1) Submit a report to the police (and call 119 if there are injured people),
(2) Contact the support center (0570-783-677)
All customers are covered by damage insurance for accidents that occur while they use the bicycle, but any costs not covered by the insurance must be borne by the customer.
* Insurance premiums are included in the user fees for the rental service.

If you have an accident while using the bicycle, please promptly contact the support center and tell us when (date and time) and where the accident occurred, how it happened, the situation about the accident, etc. Also, if necessary, contact the police and take measures as prescribed by law.

If legal arrangements become necessary, you must take responsibility for fulfilling those requirements on your own. In addition to the above, if DOCOMO BIKESHARE suffers damage, for example if we are sued by a third party and become liable for compensation, we may invoice you for that compensation.
*It cannot be used from prepaid mobile phones, some IP phones, public phones.
If you are unable to contact Navidial, please contact us by email.
p-contact-ml@d-bikeshare.com
Q.The bicycle lock no longer opens when parked temporarily.
If a bicycle is locked at a port but the "ENTER" button is not pressed, the system will automatically execute the return process 15 minutes after the bicycle is locked.
This function is intended to prevent overcharging of extension fees due to incomplete return and to prevent the next person from continuing to be unable to use the service.
If you park your bicycle temporarily without intending to return it, please park it in a place other than the port. If you do not intend to return your bicycle, please park it outside of a port (parking is not allowed in areas where bicycles are not allowed to be left unattended or on sidewalks).

Please note that the automatic return process may be triggered by radio waves received from the port.
*Please note that the automatic return process will be executed after 55 minutes only in Sendai.
Q.The battery ran out during use.
Sorry for your inconvenience, but if you lock it at the nearest port and contact us by e-mail (p-contact-ml@d-bikeshare.com) with the following information, we will confirm the facts, return processing and fee I will correct it.
* The usage fee until you contact us after locking at the nearest port is not subject to correction. Please note that the charge correction will be deducted from the time you contact us after locking, which is equivalent to the time it takes for us to process the return.

-User ID
-Bicycle number (The three-letter alphabet and four-digit or five-digit number on the mudguard cover of the rear tire)
-Date and time of start
-Date and time of return
-Bicycle port (bicycle parking lot) of start
-Charge correction request(Only when we can confirm the facts applicable to the correction)
-Your name (full name)
Q.指定のポート(駐輪場)に自転車を止めたのですが、返却手続きができません。(操作パネルで「終了」ボタンを押してもErrと表示される)
■四角型の鍵:操作パネルで「終了」ボタンを押してもErrと表示される
■丸型の鍵:リングが赤に点滅し「ここでは返却できません・・・」という音声が流れる。
■四角型の鍵
「ポート圏外」だとディスプレイ部の両脇のLED部分が赤く点滅し、 「ポート圏内」に入ると、緑に点滅します。

■丸型の鍵
「ポート圏外」だと右上部の「返却可」表示は消灯したままで、「ポート圏内」に入ると青に点滅します。

少しお待ちいただくか自転車を少し移動させてみて、緑または青に点滅するのを確認してから再度「返却」または「ENTER」ボタンを押してください。

それでも手続きができない場合は以下をご確認ください。
①自転車はポート(駐輪場)に正しく止めていますか?
②施錠しましたか?(手動で後輪の鍵をかける)
Q.丸型の鍵自転車の利用をしようとした際、リングが赤に点滅し「このバイクは現在ご利用いただけません・・・」という音声が流れます。
The bicycle is currently unavailable. Please use another bicycle.
If you hear other voices, please follow them.
Q.I forgot the 4 digit passcode for starting use.
The passcode is provided at the e-mail address registered at the start of use. Please check the e-mail. When you launch the app, you will see a 4-digit passcode.
Q.If the bicycle was temporarily parked at or near the port, it was returned. What is the reason?
For vehicles that are locked at the port but do not press the "ENTER" button, the system will automatically perform a return process 15 minutes after locking.
This is a function that aims to prevent overcharge of the extension fee due to incomplete return and to prevent the next person from continuing to be unavailable.
If you do not intend to return the bicycle, please park it at a place other than the port. (Bicycles cannot be parked in areas where neglect is prohibited or on sidewalks)
Also, please note that the automatic return process may be executed by receiving the radio waves of the port even near the port.
* IC card type 1-day pass is not covered by the automatic return function.
*Please note that the automatic return process will be executed after 55 minutes only in Sendai.
Q. The following is displayed on the operation panel.
A001
You entered your passcode incorrectly more than the specified number of times. After a while, you can enter it again. Please try again with the correct passcode.
Q. The following is displayed on the operation panel.
A005
The motion sensor detects suspicion of theft, so you can use it if you wait for about 5 minutes.
Q.While I was temporarily parking the bike I rented, the bike was taken away.
If a bike you rented has been taken away because you parked it in a prohibited area, we will charge you the actual cost.
Q.If the bicycle is stolen.
Please contact the administration secretariat (0570-783-677). Please note that in some cases actual expenses will be charged.
Q.I forgot something in the port or on my bicycle.
If our staff or users find lost property, they usually bring it to the nearest police station. Please report the loss of your property to the nearest police station.