Frequently Asked Questions

FAQ Top 5

Q.How do I borrow a bicycle?
After registering as a member on the website, you can use the bicycle by simply touching an IC card or mobile phone/smartphone to the control panel on the bicycle. The bicycles are located at Bike Stations (bicycle parking areas).

Membership registration here
How to register your membership card
Q.How can I register for membership?
<Member Registration>
Access the website and register as a member by entering your name, mobile phone number, credit card details, and other items.
<Membership Card Registration>
Access the website and from the Member page get a password for registration. Enter the registration password in the control panel mounted on the bicycle, and touch either a mobile phone/smartphone, public transport card, or a dedicated IC card to the control panel to register it as the membership card.
* Membership card registration is optional. Bicycles can be rented without registering a membership card.
Q.How long is the bicycle available?
24 hours (It will be shortened on some ports)
Q.What if I want to change IC card?
If you want to change the IC card you use to rent a bicycle, refer to the method of borrowing and returning, please re-register the IC card with the FeliCa IC chip for the first time.
Q.What should I do if I am in an accident?
(1) Submit a report to the police (and call 119 if there are injured people),
(2) Contact the support center (0120-116-819)
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.

About service

Q.What is Bicycle sharing service?
It is a community cycle service operated by DoCoMo · BikeShares. Unlike traditional rental cycle, it is a convenient bike sharing (share) service that can borrow and return "anywhere" of multiple cycle ports.
In addition, membership registration is necessary for use.
Q.When should I use it conveniently?
As a means of transportation close to the bicycle, it is perfect for sightseeing and business as well as everyday use such as commuting, school attendance and shopping.
Bicycles can be rented freely because you can borrow and return bicycles at any cycle port if you have multiple cycle ports (dedicated lending / return place) installed.
Q.Are there restrictions on the use of bicycles such as age and height?
There is no age restriction, but those with a height of 145 cm or more are available. You can adjust the height of the saddle to a height that makes it easy to ride.
Q.Is there a bicycle for children?
We are sorry. Children's bicycles are not available. A person of height 145 cm or more can ride.
Q.Is there a child seat?
We are sorry. Child seats are not available.
Q.Can I rent more than one bicycle at the same time?
We are sorry. A single bicycle is available with one ID.
Q.I do not have a mobile phone (smartphone), but can I use it?
Mobile phone (smartphone) is necessary to use service by membership registration. You can use even if you do not have a smartphone if you ask for a one-day pass at the manned window.
Q.Can I bike a reservation?
After logging in the WEB site, to specify the bicycle to be used at my page (for example TYO 1234). When you arrive at the cycle port, you can unlock it by holding an IC card over the bicycle.

About usage method

Q.How do I borrow a bicycle?
After registering as a member on the website, you can use the bicycle by simply touching an IC card or mobile phone/smartphone to the control panel on the bicycle. The bicycles are located at Bike Stations (bicycle parking areas).

Membership registration here
How to register your membership card
Q.How do I return my bicycle?
After use, lock the bicycle in the designated cycle port (bicycle parking lot), press the "ENTER" button on the bicycle control panel, confirm the display on the operation panel, and return is completed.
Q.Can I cancel my reservation?
Cancellation procedure can be done from the member page of My page.
In addition, if you do not actually use it even after 20 minutes have elapsed since you made a reservation, it will be automatically canceled.
Q.Do I have to return to the same port as the bicycle port?
If you are registered in Tokyo 10 areas, you can rent or return any port within the wide area cooperation area. In other areas, you can also rent or return items within each area.
Q.Where can I check the port (bicycle parking lot)?
You can find the locations of the Bike Stations on the website or the app.
Q.Can I return it in places other than the port (bicycle parking lot)?
You can not return it except on the port. Please return it to your nearest port.
Q.What happens to the electric assisted bicycle when the battery runs out on the way?
You can continue your trip using the bicycle as a normal bicycle without motor assistance. However, please return the bicycle to a Bike Station before the battery runs out.
If the battery has completely run out, the motor-assisted bicycle can still be used as a normal bicycle.

Before you use a motor-assisted bicycle, be sure to check the remaining battery power on the power panel mounted on the handle bar.
Q.How do I check the remaining battery power on a motor-assisted bicycle?
You can check with the power panel attached to the handle of the bicycle.
Q.The battery runs out while using it, can you change the bicycle (or battery)?
No. A bicycle or battery replacement service is not provided. Please first return the bicycle to a nearby Bike Station and then go through the procedures to rent a different bicycle.

About member registration

Q.How can I register for membership?
<Member Registration>
Access the website and register as a member by entering your name, mobile phone number, credit card details, and other items.
<Membership Card Registration>
Access the website and from the Member page get a password for registration. Enter the registration password in the control panel mounted on the bicycle, and touch either a mobile phone/smartphone, public transport card, or a dedicated IC card to the control panel to register it as the membership card.
* Membership card registration is optional. Bicycles can be rented without registering a membership card.
Q.Can I apply overseas?
Yes, you can.
Q.What is a membership card?
You can use your IC card as a bicycle key. Press "START" on the bicycle control panel and touch it with an IC card or Osaifu-Keitai to unlock it.
Q.What can I do if I register for a membership card?
There are two main ways to unlock bicycles.
(1)Select a bicycle from the website and enter a 4-digit passcode into the bicycle control panel.
(2)You can hold your membership card (IC card or Osaifu-Keitai) registered on the bicycle's control panel.
By registering your membership card in advance, you can get on quickly and easily at the cycle port.
Q.What can I do when I register for a membership card from the app?
Your smartphone (Osaifu-Keitai) can be used as a bicycle key. Press "START" on the bicycle control panel and touch Osaifu-Keitai to unlock.
Q.What is the difference between registering a membership card from the app and normal IC registration?
If you want a membership card registration from the app, you can pre-register without going to the cycle port.

(1)Launch the app.
(2)Help “Card Key Registration”
(3)Select the region to use
Q.Can I register for membership cards in multiple areas?
Membership card registration in multiple areas is possible. In the area selection screen, select your area and log in with the user ID registered in that area. However, only one of the Tokyo Wide Area / Nerima / Kawasaki area can be registered.
Q.I want to know how to register a membership card on an IC card or Osaifu-Keitai.
You can register your membership card (IC card) using the following procedure. However, it will be registered using a bicycle.
(1)Login to My Page.
(2)Select "Settings / Change" in the member information column.
(3)Select "Change member information" at the bottom of the page.
(4)Select “Membership card registration” displayed below and press “OK” button.
(5)Press [START] button on the bicycle operation panel and then press [ENTER].
(6)Enter the 8-digit membership card registration password on the operation panel and hold the membership card over the card reader.
Q.I have already registered my membership card with an IC card. What happens when I register my membership card with Osaifu-Keitai?
The membership card will be overwritten, so it can be used with Osaifu-Keitai. You can no longer use IC cards.
Q.I want to know if I have already registered my membership card.
You can check with the following method.(1)APP > Help > Smartphone Key Registration > Select a region and register > The membership card registered screen is displayed.(2)APP > Rent > Select region > Log in to My Page, and “Delete membership card” appears in the menu on the member information screen.
Q.I could not register my membership card even though I pressed the registration button.
You may have registered your smartphone (Osaifu-Keitai) with another user ID in the same area. Please check your user ID.
Q.Even though I have not registered my membership card, "This smartphone has been registered" is displayed.
You may have registered your smartphone (Osaifu-Keitai) with another user ID in the same area. Please check your user ID.
Q.The membership card linked to the IC card can no longer be used.
There is one membership card per user ID. If you register a smart key from an IC card, it will be overwritten, so it can be used with Osaifu-Keitai and cannot be used with an IC card that has been linked.
Q.I want to stop registering my membership card on Osaifu-Keitai and change it to an IC card.
When you log in to My Page and choose to register a membership card, an 8-digit number will be issued. Press “START” “ENTER” on the operation panel, enter the 8-digit number, and hold the IC card you want to register as a membership card. Since there is one membership card per user ID, this operation makes it possible to use an IC card.
Q.Can I apply overseas?
Yes, you can.
Q.I'm having difficulty registering as a member.
Please check "How to register" .If you do not understand how to do it, please contact the support center (0120-116-819).
Q.I do not have a credit card. Can I use the service?
<About "One time member", "Monthly member">
If you have DoCoMo line contract (individual name), you can pay by docomo payment.
<About "One day pass">
You can use the service in the following way.
· Payment of cash (advance payment on the day's usage fee) at the registered window
· For payment at unattended registration machine payment with IC card (charged)
Q.Can I pay with Osaifu-Keitai?
Sorry, you can not pay by Osaifu-Keitait. Payment will be made by credit card at the time of membership registration.
Q.I want to know if my smartphone is compatible with Osaifu-Keitai.
Registration is possible if you have an Android model with version 4.4 or higher and the FeliCa mark. Please complete the initial registration of Osaifu-Keitai for membership card registration.
Q.What should I do if I do not want to make initial settings for Osaifu-Keitai?
When you log in to My Page and choose to register a membership card, an 8-digit number will be issued. Go to the cycle port, press “START” “ENTER” on the bicycle control panel, enter the 8-digit number, and hold your smartphone (Osaifu-Keitai).
Q.We are looking into contracts for corporations.
For corporate contract, please contact below.
Mail: corporate_sales-ml@d-bikeshare.com
Phone:0120-116-819
*We cannot respond to inquiries other than corporate contracts.

About usage fees and business hours

Q.How long is the bicycle available?
24 hours (It will be shortened on some ports)
Q.How much does it cost to use?
Please see usage fee.
Q.What is a one-day pass?
It is a ticket that allows you to use the share cycle without incurring an excess charge until 23:59 on the day of use. The sales amount and sales method vary depending on the area.
If you purchased from a terminal that is equipped with a 7-Eleven or FamilyMart, you can check how to use the bicycle from the following URL.
https:/docomo-cycle.jp/onedaypass/
Please return to the cycle port in your area by 23:59 on the day of use.
Q.I want to know how to purchase a one-day pass.
The one-day pass can be purchased at unmanned vending machines, one-day pass sales counters, and Seven-Eleven, FamilyMart nationwide.
Please see the one-day pass sales office for details.
Q.Can I pay cash, wire transfer, IC card payment?
<About "One time member", "Monthly member">
We are sorry. Only credit cards are available.
<About "One day pass">
You can use the service in the following way.
· Payment of cash (advance payment of the day's usage fee) at the registered window
Q.Can I check usage history and fee?
Once you register as a member, you can inquire from the My Page member menu.
Q.When is the payment due date of the fee?
Payment will be based on the contracts etc determined by each credit card company.
Q.Is there a cancellation fee to use?
There is no cancellation fee.

About My Page

Q.What can I do in My Page?
You can make a reservation for starting use of a bicycle, searching for a port (bicycle parking lot), confirming full availability, checking details and history of usage, checking / changing contract contents.
Q.I forgot the log-in ID or password for My Page. What can I do?
We will send the ID and password to the email address that you registered when you registered as a member. Please check this email.
If you deleted it by mistake or for some reason cannot check the ID and password, please access the My Page log-in page and follow the procedures (entering your registered birthdate and email address) for checking your ID and password.

Various procedures for making changes

Q.What if I want to change IC card?
If you want to change the IC card you use to rent a bicycle, refer to the method of borrowing and returning, please re-register the IC card with the FeliCa IC chip for the first time.
Q.What if I change the cell phone model?
If you are renting a bicycle using Osaifu-Keitai with a FeliCa IC chip, please refer to the method of borrowing and returning and re-register the IC card with the FeliCa IC chip for the first time.
Q.What if I change my mobile phone company (MNP)?
If there is a change in the registered e-mail address, please change the e-mail address on My Page.
If you register with an email address that does not depend on mobile phone companies such as Gmail, change procedures are not necessary in particular.
Q.How do I change my credit card number?
You can change from my page. Please follow the instructions on the screen.
Q.I can not receive mails sent at the completion of various procedures.
Have you set up junk e-mail settings for mobile phones and e-mail services? Please be sure to be able to receive "docomo-cycle.jp" if you do.Also, depending on various procedures, a mail with a URL will be sent, so please unset the "Mail rejection setting with URL" on mobile phone.

Regardless of whether or not spam mail is set, it may be sorted into “spam mail folder” by the function of the mail software, so please check “spam mail folder” as well.

(Reception / Rejection Setting Example)
>>In case of NTT docomo's mobile phone
>>In case of au mobile phone
>>In case of Softbank mobile phone

About withdrawal method

Q.About withdrawal method
In case of withdrawal, you will need your own procedure. Please excuse me, please follow the procedure below.
(1) Log in to My Page.
(2) Select "Set / Change" in the member information column.
(3) Select "Change member information" at the bottom of the page.
(4) Please select "Unsubscribe" from the displayed items and press the "Decide" button.
(5) After checking the contents, please push "cancel" button.

About other troubles and accidents

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).
-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.[While borrowing] There was a defect in the bicycle. (Punk, saddle, chain, gear, etc.)
We are terribly sorry.
Please bring your bicycle to a nearby port and transfer to another vehicle.
If you change your car due to a defective vehicle and we can confirm the fact, please email us with the following information to correct the basic charge for one time.
(1)User ID
(2)Vehicle number (The three-letter alphabet and four-digit number on the mudguard cover on the rear tire)
(3)Start date and time
(4)Date and time of return
(5)Use start port (bicycle parking lot)
(6)Your name (full name)
Q.What should I do if I am in an accident?
(1) Submit a report to the police (and call 119 if there are injured people),
(2) Contact the support center (0120-116-819)
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.
Q.What if I can not return it to available time?
Please contact the administration secretariat (0120-116-819).
Q.The bicycle lock no longer opens when parked temporarily.
There will be a 4-digit passcode for the bicycle number you are using on your rental confirmation email or My Page. After pressing the “START” button, enter the 4-digit number. If it still does not open, try turning the rear wheel slightly as the key may be caught on the rear wheel spokes.
Q.I stopped the bicycle at the designated port (bicycle parking lot), but I can not return it. (Err is displayed even if you press the "Finish" button on the operation panel)
Wait 5 seconds and try it again. If it still doesn't work, check the following:
(1) Is the bicycle parking correctly at a designated spot?
(2) Did you lock the bicycle?
If you still can't complete the return, please contact the support center.
Q.I forgot the 4 digit passcode for starting use.
We will send the pass code to the email address you registered when you started to use the service. Please check this email.
If you do not get this email or you delete it by mistake, please contact the support center at (0120-116-819).
Q.I made a mistake in entering the use pass code three times, and A001 was displayed on the operation panel.
After a while it will be possible to enter again. Please try again with the correct passcode.
Q.What should I do if the following messages appear on the control panel of the bicycle?
E001, E002, E003, A002, A005, A006, A007
Unfortunately this means the bicycle can't be used at the time. Please call the support center. (0120-116-819).
Q.I was removed when I was parking temporarily during use.
When parked in the prohibited area and removed, actual expenses will be charged.
Q.If the bicycle is stolen.
Please contact the administration secretariat (0120-116-819). Please note that in some cases actual expenses will be charged.
Q.“Contact Us” is displayed on the operation panel.
Please use another bicycle because it is not available.
Q.I left something on the port or bicycle.
If our staff or users pick up lost items, we will notify the nearest police station, so please submit the lost items to the nearest police station. I will do it.