FAQ

Frequently asked questions regarding VAG_Rad.

Customer Account

You can easily change your telephone number in your customer account on our website. To do so, log in, click on "User settings" and enter your new mobile number. Click on "Apply". This function is not available in the app. Only one mobile phone number can be stored per customer account.

You can easily cancel your account in your customer account via the website. To do this, log in and click on “Cancel customer account”. Alternatively, you can send us your cancellation by email to rad@vag.de. To process your cancellation by email, we need your name and the telephone number that is linked to your customer account.

Please contact our customer service by phone on 0911 283-2453 or send us an email to rad@vag.de to have incorrect calculations corrected. Please provide us with all the necessary information about the loan / tariff / customer account so that we can understand the facts.

It is likely that outstanding amounts could not be debited from your bank account or there is no means of payment on file. Please check this in your customer account and, if in doubt, contact our customer service. You can reach our customer service by email at rad@vag.de or by phone at 0 911 283-2453.

If you have specified a credit card as the payment method, the fees for your trips will usually be debited 24 hours after your rental. When paying by direct debit, we debit the outstanding fees once a month (on the 15th month in each case) from your bank account. You can view your loan history and invoices in your customer account at any time. To do this, log in via the website. Please note that invoices are only available after the end of the month.

If your account goes into negative territory because outstanding amounts cannot be debited, your account will be temporarily deactivated until the outstanding amount has been paid. Please check whether you have deposited a valid means of payment. If we cannot debit an EU direct debit, there will also be return debit fees in the amount of the bank fees incurred.

You can borrow up to four bikes at once on one customer account. Free minutes for VGN subscription customers only apply to one bike. If you need more than 10 VAG_wheels for a group excursion, please contact us by email at rad@vag.de.

Depending on which payment method you have chosen, you can start immediately or have to wait for a short time. If you choose the credit card payment method during registration, we will activate your VAG_Rad account immediately and you can start driving immediately after registration. If you'd rather pay by SEPA direct debit, transfer € 0.05 to our account at Sparkasse Nürnberg: DE37 7605 0101 0013 8233 23. To ensure quick activation, send us a screenshot including your mobile phone number after the transfer to rad @ vag.de We can then assign the incoming payment without any doubt.

Usually the mistake lies in entering your date of birth incorrectly. Please check this. Another common mistake is entering the wrong e-ticket number. Please enter this exactly as it is printed on the e-ticket (13-30.xxx.xxx-x)

In order to receive the monthly 600 free minutes, you have to link your VAG_Rad account with your subscription partner once. This works in the app and on the homepage under the "Partner" tab, there you select your subscription partner and enter your subscription number. Please note: As a VAG subscriber, it is essential to enter the subscription number exactly as it is printed on the e-ticket (13-30.XXX.XXX-X). Both the periods and the hyphens must be entered. If a link to your subscription is not possible, please check your date of birth. This is the most common cause of errors in the partner link.

In order to receive free minutes with a voucher code, you can click on Vouchers in your VAG_Rad account under Account Settings. Here you can redeem the voucher code once.

Lending, parking and returning

You can return your VAG_Rad at one of the official stations or within the flex zone where it is clearly visible on any public road. On the location map in the app or on the website, you can see where the next station is or where the flex zone extends. Please note that the VAG_Rad does not park on public bicycle stands, but always next to them. This gives you direct access to the VAG_Rad and the other cyclists a safe place to park their private bikes. You can find more information on returns in our terms and conditions.

The VAG_LastenRad may only be parked at its home station. If a VAG_LastenRad is not returned to its official VAG_LastenRad station (also called home station), we will charge a service fee of € 50.

Park the bike at an official station or within the flex zone and lock the frame lock. The bike will be returned automatically. When the station is full, park the bike next to it and lock the lock. Check in the app whether the return was successful and inform customer service if this is not the case.

Park the cargo bike at its home station and lock the frame lock. The cargo bike will be returned automatically. Check in the app whether the return was successful and inform customer service if this is not the case.

A flex zone is a defined area in the city center, in which the bikes can be flexibly parked and returned on any public street. It is marked in color on the map in the app or on the website. Please always park your bike in such a way that it is clearly visible to other users, does not obstruct anyone and keeps paths and exits clear. Parking on private property, in green spaces or in backyards is generally prohibited. Please connect the bike to yourself and do not use public bike brackets or the like. You can find more information on returns in our terms and conditions.

You can rent the VAG_Rad after registering with your eTicket and by phone at 0 911 283-2453 You can rent the VAG_Rad after registering with your eTicket and by phone at 0 911 283-2453.

Yes. Activate parking mode in the app and then close the lock (attention: if you close the lock before parking mode has been activated, the bike will be returned immediately). The normal rental fees apply when parking. To continue cycling, exit the parking mode in the app and the lock opens automatically. Therefore, never end parking mode remotely.

All stations are marked on the map in the app or on the website with large markers (the small markers mark individual bikes) and marked with a stele in the public space.

If you have not registered a return, please report it immediately to our customer service at 0911 283-2453. Have the bike number, the parking location and the actual usage time ready. Our customer service will end the loan for you and adjust the loan fees accordingly.

If there are free parking stands in an official VAG_Rad station, please use them and park the bike. The general rule is that no one may be hindered by the parked bike. The bike must not be parked or parked:

- at traffic lights

- at parking ticket machines or parking meters

- at street signs

- on sidewalks if this results in a passage width of less than 1.50 m

- in front of, on and on escape routes and fire brigade access zones

- if this obscures the stationary advertising of a third party

- by locking the fences of private or public houses and facilities

- in buildings, backyards or in vehicles,

- on guidance systems for the blind,

- at or in front of mailboxes,

- in front of gates and doors or in their swivel range,

- in or in front of driveways,

- on public transport platforms and bus platforms

- at public bike racks

If this is not observed, we reserve the right to charge a service fee. The amount of service fees can be found in our price list.

A service fee of at least 20 euros applies if a VAG_Rad is returned outside of a flex zone or away from an official station. If the bike is returned outside of a flex zone, we charge a service fee of 20 euros. It does not matter whether the bike has already been rented outside the flex zone or away from a station. The service fee of the previous user does not cover the wrongdoing of the next user. VAG_LastenRäder may only be returned to their home station. If a VAG_LastenRad is not returned to its official VAG_LastenRad station (also called home station), we will charge a service fee of € 50.

Defects can easily be reported to our customer service via the app's feedback function, hotline or email. Please check the bike for obvious defects before starting your journey or before renting it and inform us of any damage so that the bikes in question can be blocked and repaired as quickly as possible. If you have set off with your VAG_Rad and only then notice a defect, end your journey and call our service. Only then can we cancel the trip and register the bike for repair. Unfortunately, we cannot credit you with any fees if you have driven in spite of obvious defects.

If the lock on your VAG_Rad does not open automatically, this is often due to a small blockage in the locking lever. This malfunction can be caused by a rim, for example. Proceed as follows: 1. Call up the "Lock does not open" function in the app 2. Click on "Open lock again" and, as soon as you hear a slight electrical noise, shake something on the blue locking lever. 3. The lock pops open with a little help.

Borrowing via the eTicket requires a little more patience than borrowing via the app. Hold an eTicket to the reader marked in blue next to the QR code and place your eTicket there for up to 2 minutes. As soon as the LED flashes green, your request will be processed and you can take your eTicket with you. As a result, it can take up to a minute for your bike to be unlocked.

The loading areas of the VAG_LastenRad can be loaded up to a maximum load of 50 kg.

Tariffs and conditions

Billing is done every minute. One minute costs 0.05 euros. After 200 minutes, the daily rate of 10 euros will be charged. VGN subscription customers receive 600 free minutes per month after registration and the partner connection, which can be used flexibly. Unredeemed free minutes expire at the end of the month. When renting several bicycles at the same time, the free minutes are only taken into account for one VAG_Rad.

For the rental of a VAG_LastenRad there is an entry fee of € 2.00 and a fee of € 0.05 per completed minute. If the loan exceeds 400 minutes, the loan fee is a flat rate of € 20.00 for 24 hours (excluding the starting fee). VGN subscription customers receive 600 free minutes per month after registration and the partner connection, which can be used flexibly. Unredeemed free minutes expire at the end of the month. When renting several bicycles at the same time, the free minutes are only taken into account for one VAG_Rad. The entry fee of € 2.00 must be paid for each rental.

With your VAG_Rad account you can also rent a bike in many other cities in Germany and abroad where our service provider nextbike is active. You can find out more at nextbike.de.

You can borrow up to four bikes at once on one customer account. Free minutes for VGN subscription customers are only valid for one bike.

At the moment we can consider all company subscriptions that are personalized. You can tell from the eTicket whether you have a personalized pest or not. You have access to the monthly free minutes. If only the name of your employer is printed there, please contact the responsible HR department in your company.

VGN subscription customers have 600 free minutes a month. To have access to this, link your subscription to your customer account. There are two ways to do this: During registration: In the registration mask under "Partner", select the relevant transport company with which you are a subscription customer and enter your eTicket or subscription number Retroactively: Log into the app or the homepage and select the “Partner” tab under “My Account”. There you can enter your eTicket or your subscription number with the relevant transport company. Please note: Please use the full number when entering your eTicket number. These always have the format 13-30.xxx.xxx-x Important note: Please make sure that you enter your date of birth correctly, this is one of the most common causes of errors when linking subscriptions.

This is quite simple. Hold the eTicket to the reader on the rear wheel mudguard and the lock will snap open. Attention: As soon as the lock is opened, the borrowing process starts and the time starts running. Returning and finalizing the booking works as usual by closing the lock.