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Trip usage

(max. 4 hours/ride)

FAQ

  1. How to proceed to use Velo?

    In order to be able to make use of Velo, you need a day or week pass, or a year card.  You can subscribe as follows:

    • via this website
    • via the minisite
    • via the Velo app
    • at the Velo desk on Kievitplein 7, 2018 Antwerpen
    • via our customer service by phone: +32 (0)3 206 50 30
    • day and week passes can also be ordered via the wap-site

    Attention: day and week passes are only available with a valid credit card! (Visa of Mastercard)

  2. How do I order a day or week pass?

    A day or week pass can only be paid with a credit card (Visa or Mastercard). Please read here the different possibilities to order a day or week pass.

    Once the registration has been completed, you receive a user code and a self-chosen secret code.  You need both codes to be able to take and return a bike in a Velo station.

    You can order a day or week pass up to 30 days in advance. One you have used the codes for the first time at a station, these are valid for 24 hours or one week, depending on the kind of pass.

  3. From what age can I make use of Velo?

    From the age of 16 you can make use of Velo. Between the age of 16 and 18 you always need the permission of one of your parents or legal guardian. You can do this by checking the box that is provided during your process of subscription.

  4. How long is the delivery time to receive my year card at home?

    After registration by credit card you will receive a welcome package with your Velo year card within 3 working days. For registration by direct debit you will receive a welcome package with your Velo year card within 10 working days, after we have received the direct debit mandate form.

  5. Can I immediately use my year card upon receipt?

    No, you first need to activate the card through the user zone on the website.

    Any trouble while activating your Velo card? You can contact us by telephone on +32 (0)3 206 50 30.

  6. How can I find out when my year card expires?

    Log in on the user zone our website. Under option ‘totals’ you can find the necessary information.

  7. How do I renew my year card?

    The renewal of your Velo year card happens automatically. About 30 days before the expiry date of your card, you receive a notification mail. You only need to check if the credit card or direct debit linked to your year card is still valid. If you’d rather not renew your card, you can log in through the user zone, option ‘Cancel renewal’. You can still use your card until the last day of your actual subscription.

  8. I don’t want to use Velo any longer, how can I cancel my subscription?

    You can unsubscribe as follows: 

  9. What in case I have lost my card?

    Block your card immediately, in order to avoid that the card will be used by someone else. 

    You can block the card through the user zone on the website. A duplicate will be ordered automatically.  The price for the duplicate is 5 euro. You can also contact our customer service by phone on +32 (0)3 206 50 30 to ask to block your card.

  10. Am I allowed to lend out my year card?

    A Velo year card is personal. You may not lend out your card to someone else. As a year card owner you stay responsible for the use of it.

  11. How can I differentiate my card from the card of other users, such as family members?

    You can write your name on the writable part on the back of the Velo card.

    We always recommend using your own card in order to avoid infraction of the general conditions.  A Velo card is personal and you are at last responsible for the bike that has been taken out of one of the stations with your card.

  12. How long can I use the bike?

    The Velo’s are meant for short rides between the different stations. Every first half hour of each ride is included in the registration fee.  If you bike longer, you have to pay an additional amount.

    You are allowed to use a bike for a period of maximum 4 consecutive hours.
    If you use the bike longer anyway, you get a penalty point. When you have 3 penalty points your Velo card will be blocked and you cannot take any other bike.

    The number of rides per day is unlimited.

  13. Can I only use a bike half an hour per day for free?

    No, you can take a bike several times a day, unlimited, whereby each first half hour is always included in the registration fee. After having returned the bike, you need to wait 5 minutes before you can take another one. Your time of use starts again from zero.

  14. Can I take several bikes at the same time with one card?

    No. With one Velo card (or one day or week pass) you can only take one bike at a time. Only after having returned the bike (and after having waited 5 min), you can take another bike at any available station.

  15. What do I need to do when I arrive at a full Velo station?

    Scan your card or enter your codes (in case of a day or week pass). You will immediately see on the screen in which nearby stations there are still places available. You get 15 minutes extra to return your bike into another station.

    Do you have a smartphone? Check the availability of all Velo stations through the Velo App.

  16. What do I need to do when I arrive at an empty Velo station?

    Scan your card or enter your codes (in case of a day or week pass).  You will immediately see on the screen in which nearby stations there are still bikes available.

    Do you have a smartphone? Check the availability of all Velo stations through the Velo App.

  17. What in case the assigned bike has a defect?

    If you notice a defect on a bike after you have just taken it, replace the bike in the station within 3 minutes.  Scan your card again (or enter your codes in case of a day or week pass). You can immediately take another bike.

  18. May I return a bike in a lock with a red light?

    No, you always have to return the bike in a lock with a green light. Otherwise the bike cannot be properly locked and you might have to pay extra costs. You remain responsible for a bike until it has been returned correctly.

  19. Whenever I return a bike in a Velo station and want to take another bike immediately, the system does not allow this.

    After your last use you need to wait at least 5 minutes before you can take another bike.

  20. When I want to take a bike, I get the message that I still have a bike in use.

    Your previous bike has not been returned correctly. Please contact as soon as possible our customer service on +32 (0)3 206 50 30.

    After having returned a bike, it is important to scan your card (or to enter your codes in case of a day or week pass) and to read the message on the screen. When the following message appears ‘The bike has been returned correctly. You have to wait 5 minutes after returning your bike to borrow a new one’, you can be sure that the bike is properly locked. 
    At any other message it is your responsibility to contact immediately our customer service by phone.

    For any further information, please read the Velo user guide.

  21. What if the bike has not been returned or has not been returned correctly?

    In that case you risk having to pay additional costs according to the existing rates.

    After having returned a bike, it is important to scan your card (or to enter your codes in case of a day or week pass) and to read the message on the screen. When the following message appears ‘The bike has been returned correctly. You have to wait 5 minutes after returning your bike to borrow a new one’, you can be sure that the bike is properly locked. 
    At any other message it is your responsibility to contact immediately our customer service by phone.

    For any further information, please read the Velo user guide.

  22. What if the bike has been stolen?

    You report the incident to the local police within 24 hours and provide us the reference number of the official report. The report needs to contain the number of the stolen bike and a brief description of the facts.  In case you don’t remember the bike number, don’t hesitate to contact our customer service.
    After 24 hours you pay a lump sum of 150 euro.
    After 48 hours the bike is considered as stolen and 400 euro will be charged to the responsible user.

  23. Now and then there are bikes blocked in a Velo-station. Why?

    The system automatically blocks broken bikes. These bikes will be picked up for repair.

    Whenever you notice a defect on a bike, turn the saddle, in order to notify other users and our technicians.

    You have the possibility to report a defect on a bike via the user zone on the website or via the Velo App.

  24. How long do I stay responsible for a bike?

    Your responsibility starts from the moment you take a bike out of a station, until the moment you return the bike correctly in any other Velo station. Therefore please read the Velo user guide.

  25. I am involved in an accident with a bike, what do I need to do?

    In case of injured persons or material damage to third parties, please call the local police in order to edit an official report.

    If the bike is damaged, please contact our customer service. During service hours one of our employees can come to pick up the bike and the user time will be stopped immediately. After working hours, you will have to return the bike in a Velo station. Never leave the bike unattended, you remain responsible until the bike has been returned in another station.

  26. What can I look up through the user zone?

    On the user zone you can check your user profile. You can change personal data, you can control your rides and payments, you can find necessary information regarding your registration…

  27. I can no longer log in on the user zone.

    In case you have lost your login information, click on ‘Forgot your password?’ in the user zone. If you cannot remember your username, contact our customer service. We will send you the necessary information by mail.

  28. Why do I sometimes see "date not available" in my history of use?

    If your ride took less than 3 minutes, your time of use is not registered, that’s why.

  29. Do I have to inform Velo about changes of my payment card?

    Yes, the Velo card always has to be linked to a valid payment card.

    Has your credit card expired? Do you have a new credit card? Or has your bank account been changed? Please provide us the new information as soon as possible. You can change the credit card details by yourself through the user zone on the website. This is a secure connection.

    In order to change your bank account details, you need to complete a new direct debit mandate form through the user zone on the website.

    If you don’t modify the details in due time, your Velo card will temporarily be blocked.

  30. How do I change my credit card details?

    1. Log in on the user zone with your username and password.
    2. Option ‘Modify your data’.
    3. Complete your credit card details and press ‘Continue’. 
    4. Your Velo card is (re)activated.

    In case of an outstanding invoice, the payment will run the following night and your Velo card will only be activated the following day.

    If you should encounter a problem, don’t hesitate to contact our customer service.