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Your Questions,
Our Answers.

Got questions? Here’s where you’ll find the answers you need.

Registration and customer profile

You can register in just a few steps directly via the Pick-e-Bike app.
After completing your registration, your account will be activated within 5 minutes – as long as all information is complete and clearly legible.

  1. You’ll need a valid debit or credit card (Visa or Mastercard) to pay for your rides.
  2. You’ll also need a valid driver’s license or ID/passport:
    • To use e-bikes at 35 km/h or 45 km/h, you need at least a category M license.
    • To use e-scooters, you need at least a category A1 license.
    • Don’t have a driver’s license but are over 16? You can register with your ID or passport and use e-bikes limited to 25 km/h.

E-Bike
To ride our e-bikes, you need at least a category M license (available from age 14).
A regular car driver’s license (category B) also qualifies.

If you’re over 16, you can also use e-bikes at 25 km/h without a license.

E-Scooter
To ride our e-scooters, you need at least a category A1 license (available from age 15).
A regular category B car license is not sufficient. Still want to ride an e-scooter?
We offer A1 basic training courses in collaboration with experienced instructors from MAZ-Fahrschule at regular intervals. You can find more info and sign up for the next available date [here].

No, unfortunately not. We wish you the best of luck with your driving test – and look forward to welcoming you to the community afterwards!

By the way: We offer A1 basic courses including e-scooter in our shop.

No problem – simply send us a photo of the front and back of your driver’s license via email to hello@pickebike.ch. We’ll check your data and enable e-scooter use for your profile.

Please contact our support team by phone (0848 02 03 04) or email (hello@pickebike.ch). We’ll be happy to help.

You can easily change your email address in the app: Go to Settings, tap on your email address, and enter the new one. You’ll receive an email asking you to confirm the change. Once confirmed, your address will be updated in the system.

If you’re still logged into the app: Go to Settings and log out of your account.

If you’re already logged out: On the login screen, tap “Forgot password” and enter the email address you used when registering. You’ll receive an email with instructions to reset your password.

Rental

No, the service is only available through the Pick-e-Bike app, which you can download for free from the Apple App Store or Google Play Store.

Tap on a vehicle near you in the app. A “Reserve” button will appear at the bottom of the screen. Once you tap the button, a 15-minute free reservation period will begin.

You can start your rental either via QR code or directly in the app. In the app: select a vehicle on the map and tap to start your ride.

Via QR code: scan the QR code on the vehicle to start the rental.

Tap the “End rental” button in the app. Please note: you can only end your ride within the Pick-e-Bike parking zone or at an official station. At a station, end your ride by scanning the QR code at the station sign.

Outside the parking zone, you can pause your rental, but you cannot end it.

You can view the current parking zone and all available stations in your app.

For e-scooters:
Before ending your ride, please return both helmets to the top case. The ride can only be ended if the top case is properly closed.

At each Pick-e-Bike station, there’s a station sign with a QR code (bottom left corner). In the app, tap the QR code icon to open your camera and scan the station code. Alternatively, you can manually enter the six-digit station code. Your ride will then be ended.

For safety reasons, vehicles lock automatically after around 5 minutes of inactivity.
To continue riding, tap “Lock vehicle” and then “Unlock vehicle” in the app.

Go to the “Help” section in the app and report an issue with your current ride.
The Pick-e-Bike team will adjust your ride time to the moment of your first attempt to end the rental and take care of the vehicle. You can also call our support team directly at 0848 02 03 04.

No, unfortunately not. For insurance reasons, each vehicle may only be used by the account holder.

No, this is not allowed. Due to insurance regulations and the personal nature of driving authorizations, your account must not be shared with others.

Usage Zone & Parking

The Pick-e-Bike usage zone is divided into two areas: Parking zone and No-parking zone:

  • Parking zone: You can park your vehicle freely and flexibly in suitable public spaces.

  • No-parking zone: Marked in red in the app. You may ride through these zones, but you cannot end your rental there.

You can view the current valid zones at any time in the app.

A station is marked with a blue icon in the app. It indicates a designated parking spot, which may also be located within a no-parking zone.

To end your ride at a station, scan the QR code on the station sign.

The number in the blue icon shows how many vehicles are currently available at that station.

Vehicles are displayed on the Pick-e-Bike map view in the app.
You’ll also see the current zones directly in the app.

  • Red vehicles are e-bikes.
  • Black vehicles are E-scooter.
  • Gold icons = Bonus vehicles (CHF 1 discount on your ride)

You can leave the parking zone with the vehicle at any time. This means that you are not bound to the parking zone during your ride. However, the return must take place within the parking zone or at a station.

No, rides across the border are not permitted for insurance reasons.
Violations may result in penalties according to our fee schedule.

Outside the parking zone, you can only pause your ride.
To do so, tap “Lock vehicle” in the app – the ride continues at the pause rate.

At the end of your ride, you can park the vehicle within the parking zone or at a station. It’s important to ensure that the vehicles do not obstruct pedestrians or other traffic participants. It’s best to park the E-bike in a bicycle parking area. If the vehicle is parked on the sidewalk, a path at least 1.50 meters wide must be kept clear.

Parking on private property is allowed if the vehicle is accessible and visible to others.

Do not park in front of driveways, in no-parking zones, in parks, pedestrian areas, in front of shop windows, or in courtyards.

Incorrectly parked vehicles will be moved by our team, and the handling fee will be charged to the last renter.

At the end of the ride, the app will prompt you to take a photo of the parked vehicle.
This protects you from unjustified fines or fees.

At the end of your ride, park your e-scooter within the parking zone or at a station.
Make sure it does not obstruct pedestrians or other road users. Best practice: park in a designated motorcycle parking area.

Parking on private property is allowed if the vehicle is accessible and visible to others.

Do not park in front of driveways, in no-parking zones, in parks, pedestrian areas, in front of shop windows, or in courtyards.

Incorrectly parked vehicles will be moved by our team, and the handling fee will be charged to the last renter.

At the end of the ride, the app will prompt you to take a photo of the parked vehicle.
This protects you from unjustified fines or fees.

If a vehicle is parked incorrectly, our team will relocate it and charge a handling fee of CHF 100. Repeat violations may result in the user being excluded from the system.

Discover & Good to Know

Yes. Our scooters are approved for two riders.
Please note: both riders must wear a helmet.

Yes! When you’re riding a Pick-e-Bike vehicle, you must always wear a helmet (even in the 25km/h speed setting). A passenger on the E-scooter also needs a helmet.

You’ll find a helmet in every e-bike basket and two helmets in the e-scooter top case.

E-bike

The e-bikes are S-Pedelecs, which have pedal assistance up to 45 km/h.

Since August 2024, Pick-e-Bike has been operating a unique pilot project in Switzerland called Speed-Setting in collaboration with the Federal Office of Transport (ASTRA). Speed-Setting allows Pick-e-Bike’s e-bikes to be flexibly classified into two different vehicle categories – depending on who is currently renting the E-bike.

If you’ve registered with your ID or passport, you can use the e-bikes at a speed of up to 25km/h.

If you’ve registered with a driver’s license, you can use the e-bikes at a speed of 35km/h.

If you want to use the E-bike at 45km/h, you can purchase the Speed-Upgrade monthly or annually directly in the app under “Subscriptions”.

E-scooter

The E-scooter travel at 45 km/h.

There’s a quick-release lever under the seat that lets you easily adjust the saddle height.

E-bike
The range of an e-bike with a fully charged battery is about 70 km. Please note that this is only an estimate and depends on various factors.

E-scooter
The range of an e-scooter with fully charged batteries is about 100 km. Please note that this is only an estimate and depends on various factors.

You can see the estimated range in the app before starting your ride.

No, that’s not possible. Once the battery falls below a certain level, the vehicle is automatically removed from the system. Our team will then replace the battery, and the vehicle will become available again.

Yes. Pick-e-Bike vehicles are subject to regular traffic laws. Violations such as speeding, running red lights, or not wearing a helmet can result in fines. These are passed on to the renter, along with a CHF 25 processing fee.

Please: Follow the rules and ride responsibly.

Yes. You are covered by liability and comprehensive insurance.
In the event of damage, you’ll pay a maximum of CHF 300, provided the damage was not caused intentionally or through gross negligence.

More details can be found in our rental agreement.

Prices & Billing

Yes, registering with Pick-e-Bike is completely free of charge.

At Pick-e-Bike, you only pay for the time you use the vehicle – there’s no subscription required.
Each ride includes a CHF 1 activation fee (Basel region only).

You’ll find the current rates and offers in the app.

In the app under “Offers”, you’ll find various passes and regularly changing deals for both e-bikes and e-scooters.

Important: Offers must be purchased before starting a ride in order to apply. Also, make sure to end your ride before the offer expires so it can be applied correctly.

Billing is processed automatically at the end of the month (or when a total of CHF 50 is reached) using your stored debit or credit card. You can view all your invoices in the app under “Wallet”.

Manual payments via QR invoice are not possible.

If you have a valid email address on file, a detailed invoice will be sent to you automatically after each billing.

Yes – all your rides, including full details, are shown in the app under “Your Trips”.

If a ride is manually adjusted by the Pick-e-Bike team (e.g. cancellation), it won’t be reflected in the ride details but will appear on the invoice under “Wallet” > “Invoices”.

You can report the issue directly in the app for that specific ride.
Alternatively, send us an email at hello@pickebike.ch. We’ll review the charge and respond.

Please include your personal details, a short explanation, and the date, rental location, vehicle ID, and duration of the ride.

You can update your payment method at any time in the app under “Wallet”.

You can activate promo codes in the Pick-e-Bike app under “Wallet” > “Redeem code”.

If you have a TNW U-Abo or GA travelcard, you can now link it directly in the Pick-e-Bike app with just one click to access exclusive subscriptions. These flexible subscription options let you move freely with access to 500 e-bikes and 150 e-scooters in the Basel usage zone.

To connect your U-Abo or GA, go to “U-Connect” in the app and link your public transport pass.
If the connection doesn’t work, feel free to contact our support team.

Issues & Problems

Thanks for noticing! Please report the issue in the Pick-e-Bike app under the “Help” section. Our service team will be informed and take care of it.

Please report all damages directly in the app: Select the affected vehicle and tap “Report a problem”. The next rider will thank you – and our team will immediately block the vehicle and take care of it.

If the issue is safety-related (e.g. faulty brakes, flat tire, broken light), please report it and choose another vehicle nearby.

First and foremost: make sure you’re okay. Don’t worry about the vehicle – we’ll take care of it. Please call us immediately at 0848 02 03 04. If needed, also contact emergency services:
Police: 117
Ambulance: 144

The easiest way is to re-book the e-scooter – this will unlock the top case again.

If possible, return to the vehicle and check if your item is still there.

If we find a lost item in one of our vehicles, we hand it over within around 3 working days to the BLT lost and found office at the Home of Mobility (Theater Basel).
Phone: +41 61 406 11 99

Please always check after your ride that the rental was properly ended in the app. If you forgot to end it, you can report the issue via the app (Help > Report a problem) or by email at hello@pickebike.ch.
We’ll be happy to review your case and see if an adjustment is possible.

If a locked e-bike is moved or pushed for too long, theft mode is activated. Here’s what happens:

  • The motor is blocked and riding is disabled.
  • The vehicle’s location continues to be tracked in real-time.

Try starting the rental again – either via the app or by scanning the QR code on the bike.

Speed Setting

To use Pick-e-Bikes without a driver’s license, you must be at least 16 years old.

To register, simply install the Pick-e-Bike app on your smartphone. If you upload your ID card instead of a driver’s license during registration, you will automatically be authorized for Speed Setting.

Renting Pick-e-Bikes works the same as before: select e-bike, reserve, put on a helmet, and off you go! After finishing your ride, park e-bike correctly and end the rental.

You use the same e-bikes from the existing fleet with the same usage zone. That means 500 e-bikes throughout the entire Basel region! You can find the exact usage zone in the app.

Helmets are strictly mandatory on all Pick-e-Bike vehicles. This applies to all speed modes.

Pick-e-Ride

Pick-e-Ride currently operates every weekend (including public holidays) from 9:00 a.m. to 8:00 p.m.
The service is being run as a pilot project from March 1 to December 13, 2025.

The on-demand service is available in the Waldenburg Valley and replaces the former bus lines 92 and 93.
All available stops can be viewed in the app.

Yes, that’s possible! You can order the on-demand bus free of charge by phone at 0848 02 03 04.

However, we recommend booking through the app so you can track the bus location in real time and see the estimated arrival time, which may vary slightly.

The app shows you the live location of the Pick-e-Ride bus as well as the estimated pick-up and arrival time. We recommend checking the app regularly, as times may shift slightly.

You need a valid public transport ticket or pass for the route you wish to take. There is no additional ticket required to use Pick-e-Ride. The standard TNW fare regulations apply. You can get your ticket at regular points of sale, via the “Tickets” app for iOS or Android or directly on the bus before departure

Currently, rides can only be booked on-demand, for immediate departures. Advance reservations for a specific time are not possible.

No, bicycles are not allowed on Pick-e-Ride at this time. However, strollers and wheelchairs are welcome and can be taken on board easily thanks to a dedicated ramp.

No – you simply need a valid public transport ticket or pass for your route. No extra ticket is required to ride Pick-e-Ride. The regular TNW fare rules apply. You can buy your ticket at usual ticket machines,
via the “Tickets” app (iOS or Android). Currently, tickets are not sold on board. But don’t worry – you won’t be left behind! You can still get a ticket from a machine along the route.

U-Connect

You can easily link your TNW U-Abo or GA travelcard in the Pick-e-Bike app.

  1. For this, you can access the U-Connect menu in the app. Here you’ll find all the information and details about the new subscriptions.
  2. To connect your valid U-Abo or GA, tap “Search & Connect”.
    Have a GA travelcard? No problem – simply enter your SwissPass number in the next step.
  3. Yeah! The connection was successful! From now on, you can benefit from the exclusive U-Connect subscriptions. We wish you a lot of fun discovering and benefiting!

No, the daily quota of free minutes included in the subscription expires if not used on that day. A transfer to another day is not possible.

The U-Connect subscription can be cancelled at any time. The cancellation can be done directly in the Pick-e-Bike app under the menu item “U-Connect”.

Please contact our support directly at hello@pickebike.ch. We’ll be happy to check your situation individually and inform you if you’re eligible for the U-Connect offer.

Hilf uns, besser zu werden!