Frequently Asked Questions

We recommend reading point 7 of the service Terms and Conditions to familiarize yourself with the violations and penalties for negligent use of the service. These penalties may include temporary or permanent bans from the service, compensation for damages caused, and even the cost of the bike.

For monetary issues, contact us via email at bicipalma@palma.cat using your registered email or visit us in person. We will review and correct any errors, if applicable. Please provide all necessary information about the rental/user account/bike to help us resolve the issue.

Bikes are available at the official stations, which are those appearing on the Bicipalma APP map, with real-time information like available bicycles and anchorages. They can be rented through the Bicipalma APP itself and it is only allowed to return them to the stations enabled on the map. Keep in mind that if a station does not appear on the map, it is because it has been deactivated for some reason and bicycles cannot be left there temporarily, even if you see it physically installed.

In the APP you can also see your account details such as the history of your trips, profile information, active subscriptions, messages received, etc.

NEVER START A REMOTE RENTAL, neither to reserve a bicycle while you are on your way to the station. Another person may take the bicycle, with charges that may be passed on to you. Remember that you are responsible for the bicycle for the duration of your rental.

To use Bicipalma, you need to purchase one of the available subscriptions listed under the SUBSCRIPTIONS section.

Check the conditions of each subscription for more information.

Bikes can only be returned at the official Bicipalma stations. On the Bicipalma APP map, you can easily see the nearest station and the status of its docking points.

Please inform our incident hotline immediately by calling 900 701 004. The sooner you notify us of the problem, the quicker our technical team can address the issue.

Remember that, in the case of an issue, the Bicipalma technical service must inspect the bike to determine whether the error is due to the system or user usage.

Depending on your query, you can contact customer service through the following channels:

– For questions about system functionality (registration, rates, issues with user profiles, purchased subscriptions, etc.): Information hotline at 971 214 646, email at bicipalma@palma.cat, or in person.
– For service usage issues: Incident hotline at 900 701 004.

Remember to contact Bicipalma using the email and phone number registered with your account! Otherwise, we cannot verify that it is you.

The Bicipalma service is currently open to all over 18 years of age. There is a possibility of use for those over 16 years with authorization from legal guardians (explained in the dedicated question).

It is not permitted for any person (user or non-user) to use the service with another person’s user.

Place the bike in the docking point at a station and ensure the pin fits correctly into the dock. After a few seconds, close the lock on the rear wheel by pushing the lever until it clicks into place. If the bike detects an active official station, the rental will close, and the bike will be returned to the service automatically.

A sound will confirm the lock is closed, but NOT the rental closure. THE USER MUST CHECK THE APP TO CONFIRM THAT THE BIKE RETURN WAS SUCCESSFUL. You can see this in the app, and you will also receive a notification on your device confirming the return with the trip details. Additionally, you can lift the rear wheel (to bypass the lock) and pull the bike to ensure it is secured in the dock.

There is an overflow allowance at certain stations where, if NO docking points are free, a bike placed between existing bikes may close the rental. This overflow is 10%, meaning that if a station has 20 docks, only 2 bikes can use the overflow option. To use this function:

– ALWAYS PLACE THE BIKE BETWEEN TWO ALREADY DOCKED BIKES, ensuring it doesn’t obstruct the public space to avoid penalties as outlined in the Terms and Conditions.
– Close the lock on the rear wheel.
– Check the app to confirm the rental has been closed.
– If it hasn’t closed, note that the bike will remain in pause mode, and THIS MAY INCUR EXTRA CHARGES.
– If in doubt, call the incident hotline immediately.

Request registration using the form available on the website, section Sign up. Registration requests require a few days of processing to be effective, when they have been made you will receive an SMS with your access code to the phone number indicated on the form.

Remember that we need your valid Spanish ID (DNI) or Passport to complete the process.

For minors aged 16 to 18, it is possible to create an account, but we require a signed authorization from their legal guardians. For more information on this case, you can contact us via the information hotline at 971 214 646, by email at bicipalma@palma.cat, or in person. However, registration can only be finalized in person.

The Bicipalma service is currently open to all over 18 years of age. There is a possibility of use for those over 16 years with authorization from legal guardians (explained in the dedicated question).

It is not permitted for any person (user or non-user) to use the service with another person’s user.

Contact Bicipalma by phone, email, or in person, and we will send you a new access PIN for your account.

When you enter your bank card and the process is successful, you’ll see a message indicating that the payment information has been updated, along with an illustration of bicycles.

If you see an error message, it means there’s a problem with your card or account. We recommend contacting us via email or in person.

Some users do not complete the process (no message appears) because the payment session times out during the switch between the Bicipalma APP → banking APP → Bicipalma APP to confirm card linking. In such cases, we recommend logging into Bicipalma on another device (another phone, computer, etc.) and entering your card details via this secondary device while approving the connection through your usual device’s banking app. You can do this in the “My Account – Payment” section. If you continue to have issues, we can assist you via the information hotline, email, or in person.

The usual balance of a Bicipalma account is €0. When a cost is incurred (e.g., purchasing a subscription or renting a bike), the balance becomes negative until the amount is charged to your bank card and regularized to €0. If the payment cannot be processed for any reason, your account will be deactivated until the outstanding amount is settled. Check whether you have a valid payment method, and if you continue to experience issues, please contact us.

You can delete your account via the APP under “Account Settings – Profile.” Alternatively, you can send us your cancellation request by email to bicipalma@palma.cat, in person, or by postal mail (Societat Municipal d’Aparcaments i Projectes, Carrer Sant Joan de la Salle 6, 07003 Palma). Please note that this request may take a few days to process. Remember to cancel auto-renewal of subscriptions before deleting your account!

We recommend reading point 7 of the service Terms and Conditions to familiarize yourself with the violations and penalties for negligent use of the service. These penalties may include temporary or permanent bans from the service, compensation for damages caused, and even the cost of the bike.

Once you have your PIN, to activate your account you need to complete your personal information and to add a payment method and verify it.

Please note that some cards, such as those issued by virtual banks, are blocked by the banking system used by the service and therefore cannot be used.

Do not enter the same card multiple times, as it may be temporarily blocked by the bank for fraud prevention. You only need to enter it once and then select the desired subscription.

You can update this information via the APP, under “Settings – Payment”, or the website at Bicipalma.com, under “Login – Payment.”

Deactivation of accounts usually is linked to issues with the payment of a pending amount. Please check your account and verify your payment method. Contact customer service if you have any doubts.

The fees for your trips will be charged to the bank card you provided after closing the rental.

You can view your rental history and invoices through your account on the APP or website. We take this opportunity to remind users that using the Bicipalma service for professional, commercial, or profit-making purposes is prohibited under the Terms and Conditions.

Your account is linked to the phone number used during registration, so this number cannot be changed by the user. If you need to make a change, you can request it in person or via email. Remember to contact Bicipalma using the email address registered to your profile!

For monetary issues, contact us via email at bicipalma@palma.cat using your registered email or visit us in person. We will review and correct any errors, if applicable. Please provide all necessary information about the rental/user account/bike to help us resolve the issue.

Bicipalma bikes must remain within the municipal boundaries of Palma. Exiting the city limits is a VERY SERIOUS violation.

In case of an accident, after addressing any urgent matters with the necessary services, notify Bicipalma via the incident hotline for faster processing. Follow up with an email to provide a written record.

To reserve a bike, select your desired station in the APP and choose the type of bike you want (mechanical or electric).

Once the reservation is made, you have 10 minutes to pick up the bike. Misusing this feature by not picking up the bike within the allotted time will disable your reservation functionality for one month.

If the rental does not end after locking the bike at an official station, follow these steps:

– Ensure the bike’s pin is properly inserted into the docking point.
– Wait a few seconds after inserting the pin before locking the rear wheel.
– Try a different docking point.

If the issue persists, contact the incident hotline immediately at 900 701 004, and we will assist you. However, do not leave the bike unsecured, as you are responsible for its condition.

Under no circumstances will rentals be closed by the Bicipalma incident service unless a team member physically takes charge of the bike.

Yes, you can take a pause, but:

– The rental time cannot be paused, as you still have the bike, making it unavailable for other users. Remember the applicable rates.
– You must ensure the bike’s safety at all times, as you remain responsible for it.

When the rear wheel lock is closed and the bike does not detect a station, it enters parking mode. You can see this status in the APP. To unlock the bike, end the parking mode via the APP under the “Your Rental” section.

Remember, you are responsible for the bike until you return it to an official station. Never unlock the bike remotely.

All stations are marked on the APP map and website with markers. Physically, they can also be identified by a totem displaying the station name.

If you notice that a station does not appear on the map, even though it is physically installed, please note that stations can be deactivated for various reasons. If you attempt to return the bike to a deactivated station, your rental will not close and will enter pause mode, which could result in additional charges (long rental costs, abandoned bike, etc.).

Bikes are available at the official stations, which are those appearing on the Bicipalma APP map, with real-time information like available bicycles and anchorages. They can be rented through the Bicipalma APP itself and it is only allowed to return them to the stations enabled on the map. Keep in mind that if a station does not appear on the map, it is because it has been deactivated for some reason and bicycles cannot be left there temporarily, even if you see it physically installed.

In the APP you can also see your account details such as the history of your trips, profile information, active subscriptions, messages received, etc.

NEVER START A REMOTE RENTAL, neither to reserve a bicycle while you are on your way to the station. Another person may take the bicycle, with charges that may be passed on to you. Remember that you are responsible for the bicycle for the duration of your rental.

Bikes can only be returned at the official Bicipalma stations. On the Bicipalma APP map, you can easily see the nearest station and the status of its docking points.

Docking points may be closed due to maintenance or station deactivation. If the bike pin cannot be inserted, try a different docking point or station.

You can report defects easily through the APP, the incident hotline, or via email. Please check the bike for visible defects before starting your trip to avoid personal injury, and notify us so the bike can be locked and repaired as quickly as possible.

From a completed trip, you can report bike issues (breakages or malfunctions) and rental problems (specific trip issues). From the map, by selecting a station, you can also report station issues (vandalism, damage, etc.).

For financial charges, please address these issues via email.

This error typically occurs when the lock pin is pressed against a spoke. Lift the wheel and rotate it slightly to release the pressure. Then go to “My Rental” in the APP and press “Unlock the Lock.” If it still doesn’t open, contact the incident hotline.

To start a trip at a virtual station, simply scan the code as you would at any other station, and the rear wheel lock will open. To end a trip, place the bike in the designated area, rest it on its kickstand, close the rear wheel lock, and the trip will end.

Virtual stations allow trips to start and end in designated areas of the city. These stations are used for specific events, so always check the APP map to see whether the station is active. If it doesn’t appear, you won’t be able to start or end trips there. A bike left in this area will enter pause mode, which increases your rental time and associated costs.

Active stations are displayed on the APP map in real-time. You can click on a station to view its details, such as its name, available bikes and docking points, bike types, and battery levels for electric bikes.

Please inform our incident hotline immediately by calling 900 701 004. The sooner you notify us of the problem, the quicker our technical team can address the issue.

Remember that, in the case of an issue, the Bicipalma technical service must inspect the bike to determine whether the error is due to the system or user usage.

Place the bike in the docking point at a station and ensure the pin fits correctly into the dock. After a few seconds, close the lock on the rear wheel by pushing the lever until it clicks into place. If the bike detects an active official station, the rental will close, and the bike will be returned to the service automatically.

A sound will confirm the lock is closed, but NOT the rental closure. THE USER MUST CHECK THE APP TO CONFIRM THAT THE BIKE RETURN WAS SUCCESSFUL. You can see this in the app, and you will also receive a notification on your device confirming the return with the trip details. Additionally, you can lift the rear wheel (to bypass the lock) and pull the bike to ensure it is secured in the dock.

There is an overflow allowance at certain stations where, if NO docking points are free, a bike placed between existing bikes may close the rental. This overflow is 10%, meaning that if a station has 20 docks, only 2 bikes can use the overflow option. To use this function:

– ALWAYS PLACE THE BIKE BETWEEN TWO ALREADY DOCKED BIKES, ensuring it doesn’t obstruct the public space to avoid penalties as outlined in the Terms and Conditions.
– Close the lock on the rear wheel.
– Check the app to confirm the rental has been closed.
– If it hasn’t closed, note that the bike will remain in pause mode, and THIS MAY INCUR EXTRA CHARGES.
– If in doubt, call the incident hotline immediately.

No.

The maximum load capacity of our bicycles is 100 kg, of which up to 5 kg can be carried in the basket.

At least 10 minutes must pass between two rentals of the same bike by the same person. If you rent the same bike again, the previous rental is restarted from the initial time, increasing the trip cost if it moves to a higher rate tier. This policy ensures that no one user monopolizes a bike for extended periods, allowing for better service rotation.

Current rates cannot be canceled.

By default, rates are automatically renewed upon their expiration date. Users can cancel auto-renewal via the “Wallet” section by selecting the active rate.

If you want to change your rate, you must cancel the auto-renewal. Once the active rate expires, the APP will prompt you to purchase a new rate to continue using the bicycles.

No, it is only possible to rent one bike at a time per user.

To use Bicipalma, you need to purchase one of the available subscriptions listed under the SUBSCRIPTIONS section.

Check the conditions of each subscription for more information.