Frequently Asked Questions
About service
- Ｑ．What is Sanuki Share Cycle?
- 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．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．What are the differences between the different types of bicycles?
- Each type of bicycle differs in terms of whether it has electric power assist or not.
See below for details.- Electric Assist - City type
This is a bicycle with electric power assist.
The saddle height can be adjusted to a comfortable riding height.- Non-Electric Assist - City type
This is a bicycle without electric power assist.
The saddle height can be adjusted to a comfortable riding height.
- 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?
- ■ Membership plan
The service for One time member and Monthly members is provided on the assumption that it will be conveniently used with the smartphone app.
If you do not have a smartphone, you can register from the WEB if you have a mobile phone that can receive e-mails.
■ 1-day pass
-A smartphone is required to use the 1-day pass available on websites and convenience stores.
The 1-day pass available at tourist information centers and affiliated hotels can be used if you have a mobile phone that can make calls. - 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.
- 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．Can I use the share cycle service in other regions?
- With the registered ID, other areas where Docomo Bike Share develops (Tokyo wide area cooperation, Kawasaki, Yokohama, Sendai, Osaka, Nara, Hiroshima, Oita / Beppu, Takakoi, Koshu, Nagoya, Kanazawa, Tsuruga ) Share cycle is available.
* When using in other areas, the "One time membership" fee in the area of use will be applied.
* Prices and business hours vary depending on the area, so please see each service site for details.
About usage method
- Ｑ．How do I borrow a bicycle?
- アプリをインストールし会員登録後、自転車本体の操作パネルのQRコードをアプリで読み込むまたは登録したスマートフォンやICカードをかざすことで、自転車の鍵が解錠し利用が可能です。自転車は各ポート（駐輪場）にあります。
会員登録はこちら
会員証登録方法はこちら
※乗車前の車両点検及びバッテリー残量の確認に関するお願い
シェアサイクルご利用時は、安全のため乗車前に必ず車両の点検をお願いします。
特に以下の点については乗車中の事故につながる可能性があるため、特に重点的にご確認をお願いいたします。
①サドルが極端に高くなっていないか
サドルの棒部分が少なくとも12cmは車両本体に挿されているか
※棒部分にそれ以上サドルを上げてはいけない限界線の表記がございます。
②ブレーキが左右ともきちんと効くか
ブレーキレバーを握って、ハンドルとの隙間が3cm以上あるか
③タイヤがパンクしていないか
④バッテリーが十分に残っているか
バッテリーが無くなると一時駐輪後に解錠できなくなったり、返却ができず超過料金が発生致します。
故障している車両については、弊社にて巡回し回収・修理を行っておりますが、シェアサイクルの仕組み上、前のご利用者様がサドルを上げすぎた状態やパンクした状態で、返却されているという場合もございますので、ご利用者様にはお手数をお掛けしますがご利用前に必ず上記を確認頂き、不備がある場合は別の車両のご利用をお願いいたします。
※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。 - Ｑ．How do I return my bicycle?
- 利用後は、指定のサイクルポート（駐輪場）内で自転車を施錠してください。
■四角型の鍵
自転車の「ENTER」ボタンを押し、パネルに「返却」と表示されたら返却完了です。
■丸型の鍵
自転車の「返却」ボタンを押し、リングが青く光ったら返却完了です。
※返却完了時は、ご登録いただいたメールアドレス宛に通知が届きます。
また、マイページやアプリにログインしていただくとご利用が完了しているかどうかご利用履歴等にてご確認いただけます。 - Ｑ．How do I unlock and lock the key including new type?
- ＜カードキーで利用の場合＞
解錠：「開始」または「START」ボタンを押して、登録済のカードキー（ICカード等）をかざす。
施錠：手動で後輪の鍵をしめます。
「返却」または「ENTER」を押すと返却完了です。
※四角型の鍵はパネルに「返却」と表示され、丸型の鍵はリングが青く光ると返却完了です。
＜カードキー以外で利用の場合＞
■四角型の鍵
解錠：操作パネルの「START」を押して、予約時に発行された「解錠パスコード」を入力する。
■丸型の鍵
解錠：アプリ「バイクシェアサービス」
をご利用の方は、アプリの画面指示に従いQRコードを読み取ってください。
WEBをご利用の方は、画面の指示に従い「自転車の鍵を開ける」ボタンを押します。
施錠：手動で後輪の鍵をしめます。
「返却」または「ENTER」を押すと返却完了です。
※四角型の鍵はパネルに「返却」と表示され、丸型の鍵はリングが青く光ると返却完了です。 - Ｑ．丸型の鍵と四角型の鍵の違いを教えてください。
- 鍵の形状や一部機能が違いますが、ご利用料金やご利用のルールに違いはありません。
丸型の鍵はパスコードによる解錠が行えない代わりに、QRコード読取またはWEBの「自転車の鍵を開ける」ボタンによる解錠が行えます。
詳細につきましては
『鍵の解錠と施錠はどのようにして行うのですか？』
をご確認ください。 - 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.
* Please understand that it is a sharing service, and if you decide not to use it, please cooperate with the early cancellation procedure. - Ｑ．Do I have to return to the same port as the bicycle port?
- 東京や横浜でご登録している場合は広域連携エリア内であれば、どのポート（駐輪場）でも貸出や返却ができます。
※異なるエリア間では返却ができませんのでご注意ください。 - Ｑ．Can I park my bicycle outside the port?
- If you are in an area where you can park your bicycle, you can park your bicycle temporarily. Please lock and park in a safe place such as a public bicycle parking lot.
Please be sure to return it to the port at the end of use.
* Please note that you will be charged even while the bicycle is temporarily parked.
* If you park your bicycle in a prohibited area and remove it, you will be responsible for all costs involved in removing, storing, and returning it. - 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．Is there a bicycle anytime if I go to the port (bicycle parking lot)? Will it be full?
- We do inventory control of bicycles and move them from port to port at any time; however, it may be vacant or full.
Please understand that it is a shared service and check the status of the port in advance using the application.
If vacant or full, please use the 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, If the battery is completely exhausted, you will not be able to unlock the bicycle after it is temporarily parked, or you will not be able to return it, and you will continue to be charged an extension fee. Please return the bicycle to a Bike Station before the battery runs out.
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．Do you know the current elapsed usage time?
- If you press "START" on the operation panel while using a bicycle, the elapsed usage time will be displayed.
- Ｑ．How long can a power-assisted bicycle run?
- It will change depending on the assist mode, driving condition, physique, temperature and weather on the day.
Although it is not guaranteed, it is a reference value under the condition of full charge.
[Standard pattern]
Power mode = 33-56km / Standard mode = 40-72km / Eco mode = 64-100km
[Continuous climbing pattern]
Power mode = 11-19km / Standard mode = 12-23km / Eco mode = 17-31km
About member registration
- Ｑ．How can I register for membership?
- Please check "How to register" .
- Ｑ．Can I apply overseas?
- Yes, you can.
- Ｑ．What is a membership card?
- You can use your Transportation IC Cards as a bicycle key. Press "START" on the bicycle control panel and touch it with an Transportation IC Cards or Osaifu-Keitai to unlock it.
- Ｑ．What can I do if I register for a membership card?
- 自転車の解錠方法は大きく3つあります。
①自転車の操作パネルに登録した会員証（ICカードまたはおサイフケータイ）をかざす方法
②スマートフォンアプリから自転車の操作パネルのQRコードを読み取る方法
③WEBサイトから自転車を選択し、画面に表示される「自転車の鍵を開けるボタン」を操作する方法
事前に会員証登録をしておくことで、サイクルポートで素早く、簡単に乗車できます。 - 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 / 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) by following the procedure below. However, the registration is done using the operation panel of the bicycle.
[On the square control panel]
-Using the Bikeshare App
(1) From the Bikeshare App "Account" menu, please select "Card Key/Smartphone Key Registration" -> "Square Control Terminal".
(2) Press [ENTER] after pressing the [START] button on the operation panel of the bike.
(3) At the operation panel, enter the 8-digit passcode displayed on the application, and hold the IC card or smartphone to be registered over the operation panel to register it as an authentication card.
-Website My Page Use
(1)Login to My Page
(2)Select "Settings/Changes" in the Member Information section
(3)Select "Change Member Information" at the bottom of the page
(4)Select "Register Membership Card" at the bottom and press the "Decide" button
(5) Press [ENTER] after pressing the [START] button on the operation panel of the bicycle.
(6) At the operation panel, enter the 8-digit password for membership card registration and hold your membership card over the card reader.
[On the round control panel]
Your membership registration can only be done through the Bike Share app.
On the Bike Share app, select "Card Key/Smartphone Key Registration" -> "Round Control Panel" to activate the QR code reader on your smartphone, so after pressing the "Start" button on the bike operation panel, take a picture of the QR code with your smartphone.
Follow the voice guidance and hold the IC card or smartphone to be registered over the control panel to register it as an authentication card. - 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 > Account > Card Key or Smartphone Key Registration
- 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．I'm having difficulty registering as a member.
- Please check "How to register"
If you receive an error message when entering your membership information, please make sure that your user ID is within 15 single-byte alphanumeric characters and your password is within 15 single-byte alphanumeric characters.
Also, please make sure that your password does not contain any symbols or other characters that cannot be used. - Ｑ．I do not have a credit card. Can I use the service?
- <About "One time member", "Monthly member">
d-Barai is available only for users who have signed a contract with docomo. No d points are awarded in this case.
<About "1-d ay 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．Can I pay with a debit card?
- Sorry, not pay with a debit card. 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.
- "Corporate membership" are applicable to those who have legal personality by law, such as commercial corporations (e.g. joint-stock companies), non-profit corporations, and public corporations.
Please note that sole proprietors who do not have legal personality are not eligible.
For corporate contract, please contact below.
Mail: corporate_sales-ml@d-bikeshare.com
Phone(Tokyo/Osaka):0570-200-482
Phone(Other areas):0570-783-677
We cannot respond to inquiries other than corporate contracts.
For corporate contracts in Osaka, please see this page.
Please note that the contact email address for the Osaka area is different from the above.
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?
- It depends on the plan. Please see usage fee.
- Ｑ．What is a 1-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 1-day pass.
- The 1-day pass can be purchased at unmanned vending machines, 1-day pass sales counters, and Seven-Eleven, FamilyMart nationwide.
For details, please refer to the "1-day pass sales" at each service area site. - Ｑ．What is your payment method?
- アプリとマイページの支払方法は、クレジットカード又はd払い（電話料金合算）です。
1日パスについては以下４パターンございます。
①1日パスWEBサイトからの購入については、クレジットカード払い
②コンビニのチケット購入は、コンビニの支払い方法に準ずる
③有人窓口で現金払い
④無人販売機は交通系ICカード（事前にチャージしておいてください） - Ｑ．Can I pay cash, wire transfer, IC card payment?
- <About "One time member", "Monthly member">
We are sorry, but we only accept payment by credit card or d-Barai if you have a d-account.
If you have a d-account, you can only pay by credit card or by d-Barai. Please note that d-Barai may not be available in some areas. For more details, please refer to the price page of each service site.
<About "1-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 app or the My Page member menu.
- Ｑ．When is the fee due?
- If you register as a member through the application or My Page, you will be billed for one month in the following month. Payment is based on the terms and conditions stipulated by each credit card company. Payment for 1-Day Pass tickets purchased at convenience stores or through the 1-Day Pass website will be made upon completion of the purchase procedure.
- Ｑ．Is there a cancellation fee for reservations?
- No cancellation fee will be charged for reservations cancelled through the application or My Page; no cancellation or refund will be accepted for cancellations made through the 1-Day Pass website or for purchases made at convenience stores, unless the service is unavailable due to reasons attributable to the Company.
- Ｑ．Can you issue a receipt?
- We do not issue receipts.
Please substitute "credit card usage details" and "usage history / details" together.
You can check the usage details on the app or on My Page on the website.
About My Page
- Ｑ．How can I access my page?
- WEB page: Service site TOP page of each area → Member registration / login
The Bike Share service app: Please log in to use the "My Page" function, including your usage history. - 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?
- [When registered on the official website or Bike Sharing App]
1. Press "Forgot user ID / password" under the login button.
2. Enter your registered date of birth and email address.
3. Press the "Send" button.
[When registered with the 2020 Bike Share App 2]
1. Tap "Use with your account".
2. Tap "Reissue password".
3. Enter your name and email address.
4. Tap the "Send reissue email" button.
If the above does not solve the problem, please contact the following navigation dial.
Navi dial: 0570-783-677 (call charges apply)
About the APP
- Ｑ．What can I do with the app?
- You can search the port and check the availability in the app. In addition, if you register as a member, you can make reservations to start using the bicycle, check the battery level, check / history of usage details, and check / change contract details.
- Ｑ．Can I use this App for free?
- It is free of charge.
*Packet communication charges for using the application are additional.
*Please note that overseas packet communications may be expensive. - Ｑ．Which OS version is supported?
- iOS: 13.0 or higher, Android 8.0 or higher.
- Ｑ．What should I do if the location information shifts?
- If you are underground or in a building where there is no signal from your smartphone, it may not be possible to acquire location information. Please try again in a place where you can receive a signal.
- Ｑ．There is no response when I press the "Current Location" button.
- Please check your smartphone't settings to ensure that the Bike Share App is allowed to acquire location information.
*If your device location information is not set, the initial display will be Tokyo Station. - Ｑ．I do not receive any push notifications.
- Please check the settings on your smartphone to make sure that the Bike Share app is allowed to send push notifications.
- Ｑ．What should I do if I change my cell phone model?
- Please download the Bikeshare App again for the new model and log in with your existing account to use the service.
- Ｑ．The status display is not updated.
- The status display is updated every minute.
Please wait for a while and check again. - Ｑ．Where can I find the fee for a one-day membership in the App?
- If you are a 1-day member, the price will not be displayed in the port details, so please go to Account > Confirm / Change Plan to see the details of the price for your use.
- Ｑ．Is it possible to use the service from a cell phone contracted overseas?
- This service is only available in Japan. You cannot register from overseas carrier devices.
- Ｑ．Are there any requirements to use the App?
- 本サービスは、SMSの受信ができるスマートフォンが必要になります。
- Ｑ．The App says "Payment by debit card or prepaid card is not available. Please register a valid credit card. (316)" appears on the screen.
- We are sorry for the inconvenience. If you have a d-account, you can only pay by credit card or d-Barai.
* d-Barai may not be available in some areas. For more details, please refer to the fee page of each service site. - Ｑ．The App shows "We could not verify the validity of your registered credit card. (718)" is displayed.
- Please click the "Update" button to update your payment method. Please note that you will be billed again for the new payment method.
- Ｑ．In the App, the message "The number of accounts with your registered credit card has exceeded the limit. We apologize for the inconvenience, but please register another valid credit card. (719)" appears on the screen.
- Please click the "Update" button to update your payment method. Please note that you will be billed again for the new payment method.
- Ｑ．In the App, the message "Identity authentication of my credit card failed. The password you entered may be incorrect or the Identity authentication service (3D Secure) may not be set up. Please contact your credit card issuer for details on how to set up the Identity authentication service.(720)" appears on the screen.
- Please register a valid credit card by clicking the "Update" button.
Please try the following steps.
1. Please make sure that your credit card registration is correct and try to change the payment method again.
-Are there any mistakes in entering the expiration date "year / month"?
-It has expired or is about to expire.
-The usage limit has been exceeded or may be exceeded.
-The security code is incorrect, etc. * There are a large number of mistakes in entering the security code. Please be careful.
If you cannot register due to restrictions on usage by the card company, etc.
2. If the problem persists, please contact your credit card issuer to confirm that there is no problem with your payment account.
3. Please try to change the payment method with another credit card. - Ｑ．The App says, "We could not confirm the validity of your registered credit card. We apologize for the inconvenience, but please register a valid credit card. (721)" appears on the screen.
- Please try the following steps to register a valid credit card. >1. Please make sure that your credit card registration is correct and try to change the payment method again.
-Are there any mistakes in entering the expiration date "year / month"?
-It has expired or is about to expire.
-The usage limit has been exceeded or may be exceeded.
-The security code is incorrect, etc. * There are a large number of mistakes in entering the security code. Please be careful.
If you cannot register due to restrictions on usage by the card company, etc.
2. If the problem persists, please contact your credit card issuer to confirm that there is no problem with your payment account.
3. Please try to change the payment method with another credit card. - Ｑ．Why is a yen or two being added to my statement when I don't remember using it?
- In order to confirm that your credit card is accepted by the merchant, the merchant may request approval from the credit card company by making a small payment such as 1 yen, 2 yen, or 100 yen.
If you have any questions, please contact us.
Linking d-accounts
- Ｑ．What is a d-account?
- The d-account is an ID required for identification when using various services for smartphones and PCs provided by DOCOMO and sites that support "d-account login.
It can be used not only by DOCOMO subscribers but also by those without a subscription.
You can use the services for DOCOMO subscribers by issuing a d-account from your DOCOMO cell phone or by registering your DOCOMO cell phone number to your d-account. - Ｑ．I got a screen asking me to update the app.
- Please use the latest version of the app for the best experience.
If you cannot download the app
Please update your OS to iOS: 13.0 or higher, Android 6.0 or higher, and try downloading again from the respective store page. - Ｑ．What is "d-account login"?
- This function allows you to log in to sites that support d-account login, and can be used by anyone with a d-account.
- Ｑ．How do I get a d-account?
- For customers who wish to create a new d-account, please refer to the "d-account New Creation Guide".
Account New Creation Guide - Ｑ．I get an error message when using my d-account. I can't log in.
- Please check the FAQ related to messages and errors.
Frequently Asked Questions - About Messages and Errors-
For those who have forgotten their ID/password or locked themselves out.
Forgot ID/Password or locked out? - Ｑ．What is biometric login?
- This is a function that allows customers to log in using biometric information such as fingerprints or irises registered in advance without entering their d-account ID/password when using compatible services with compatible devices.
This function can be used with Chrome browser or standard browser for Android devices, or with Safari browser for iOS devices. For more information, please click here.
What is biometric login ? - Ｑ．I received a login notification email when using the Bike Share service with my d-account.
- This is a function of d-account that sends an email to the customer when there is a login from an environment not normally used.
This function is set to "Login Notification" by default. - Ｑ．What is d-Barai?
- This is a payment method that can only be selected by docomo smartphone customers (SP mode subscribers).
No d points are awarded in this case.
You can pay for your Share Cycle usage together with your phone bill. - Ｑ．Can I use d-Barai with a line contract under a corporate name?
- d-Barai is not available for corporate contracts.
- Ｑ．Can I earn d-points if I pay using d-Barai (d-account linking)?
- This service is not eligible for d-points.
- Ｑ．Is it possible to choose between credit card payment and d-Barai when using the d-account link?
- You can choose.
*SP mode subscription is required for docomo Pay. In addition, it is not possible to register for docomo Pay from feature phones. - Ｑ．When linking d-accounts, if I change my name or email address from the Bike Share App, will the information registered in my d-account also be changed?
- The information registered in your d-account will not be changed.
- Ｑ．Is it possible for non-DOCOMO mobile subscribers (carrier-free) to use login using d-account?
- You can use this service. However, d-Barai is not available.
- Ｑ．How do I change my area?
- If you are using a d-account, you can log out and log in again to re-select your area.
*If you have been using Bikeshare for a while and have already registered for multiple areas, you will be able to change your My Area. If you want to use this service, please log in.
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．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.