Frequently asked questions

Do you have a question about Mobilock? Below, you will find a handy overview with frequently asked questions in various categories. Is your question not on the list? Then please give us a call.

General

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Where can I find the Mobilock app?

Starting June 2016, you can find the Mobilock app in the Google Playstore and Apple appstore.

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What data does the Mobilock record?

Mobilock records data regarding bike usage, such as: date/time the lock is opened/closed, location where the lock is openend/closed, identity of the user, duration of use and any status change of the lock. In our Privacy Statement, you can read how we handle your data.

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Does Mobilock B.V. also supply bikes?

Mobilock does not supply bikes but does have very attractive agreements with Dutch bicycle manufacturers and retailers. Ask our consultants about the possibilities!

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Can Mobilock also be used for bike rentals.

Absolutely! Mobilock is pre-eminently suited for bike rentals. Using Mobilock will increase your sales and revenue. Our consultants will gladly tell you more!

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Can Mobilock be used as a bike sharing system? (Bikeshare)

Absolutely! Mobilock was developed for sharing bicycle use. Whether you make the bikes available to your employees, rent the bikes or operate a bikeshare system, Mobilock is the ideal solution!

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I would like to work together with Mobilock. What are the options?

Mobilock believes in sharing! Hence, we would like to meet people and companies that want to cooperate with us. There are lots of possibilities! The best would be for you to contact us. Our consultants will be glad to discuss all your options with you!

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As of when can I use the Mobilock?

The first Mobilocks will be delivered in June 2016. As of  June 2016, the Mobilock app can be downloaded from the Appstore and Playstore.

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What does a Mobilock lock cost?

The Mobilock locks will be delivered as a part of a bike sharing system. The locks will not be sold but will be made available for a fixed monthly fee. Whether you have a small or large bicycle sharing project, Mobilock is flexible and can be used anywhere for the work commute, client visits or recreation. With major benefits with regard to costs, time, employee and company health and the environment. All reasons for you – as the employer, hotel owner or bike renter – to start using Mobilock right away. The monthly costs for using the Mobilock system are very reasonable! Mobilock has solutions for many different mobility issues. Our consultants will gladly tell you more during a no-obligation meeting! 

 

You can use our rate configurator to make fitting choices for your situation. The configurator can be found here.

 

Do you have questions about your options? Contact us and we will look for the best application together with you!

How it works

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With which smartphones does Mobilock work?

At the moment, the iPhone 4S or 5, 5C, 5S, 6 and 6 Plus (starting at iOS 7) and all Android phones that work on Jelly Bean 4.3 or higher in combination with Bluetooth Low energy (BLE) hardware are supported. So Mobilock works with practically all recent smartphones.

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How does Mobilock work?

Operating Mobilock is super easy. You simply create an account on the Mobilock website or Mobilock app. Then you can reserve a bike 24/7, either through the website or the app.

 

After selecting the desired departure time, an overview is displayed of the available bikes at the various locations. You can then select a bike and location from this overview. Mobilock confirms this selection and makes a reservation. Using the app or website, you can quickly find your reserved bike. Once at the bike parking lot, the Mobilock app finds the reserved bike. After you have found your bike, you enter the number of the selected bike in the app. Your smartphone has now been turned into a secure digital bike lock. You can now open Mobilock with one push of the button and be on your way! 

 

During the bike ride, you can open and close the bike lock as often as desired. Once the bike has been locked, it’s secure. That’s because the Mobilock is made of robust steel and complies with the ART4 quality mark. When locking the bike, the app will ask whether this is a temporary stop or the end of the bike ride. In the latter case, the bike will become available to other riders.

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How long does the Mobilock battery last?

The Mobilock’s battery is guaranteed to last for 3 years. No matter how often the lock is opened and closed, you can count on 3 years of security!

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Does the Bluetooth on my mobile phone need to be on?

Yes, your phone’s Bluetooth function must be on in order to use Mobilock.

About the app

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Where can I find the Mobilock app?

As of June 2016, you can find the Mobilock app in the Playstore (Android) and in the Appstore (IOS).

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Does the Mobilock app work on any telephone?

The Mobilock app works on any smartphone with Bluetooth Low Energy. Almost all recent smartphones have this Bluetooth variation.

Security

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Is Mobilock secure?

Mobilock is made of robust steel and complies with the strictest requirements. Mobilock has been tested under the toughest conditions. The unique Mobilock shell is made of hardened tool steel, and the 14.5 thick locking pin is as hard as a hammer – so sawing or cutting are ruled out! The Mobilock chain is also made of hardened steel links. When you chain your bike to a gate or lantern pole, it’s secure!

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Can the Mobilock open “by accident”?

No, Mobilock cannot open by itself by accident. A conscious act by the user is required for this.

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How do I know whether Mobilock has been properly locked?

When Mobilock has been properly locked, you will receive a notification on your smartphone. This way, you will always know the status of the lock!

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What is the best way to use the Mobilock chain?

A lock on the rear wheel only counts for half for a thief. If a bike is locked but isn’t attached to anything, the thief can easily pick it up and take it with him. That’s why Mobilock has a hardened steel chain with a diameter of no less than 7 mm on the locking pin. Using the Mobilock chain, you can tightly attach the bike to a pole or sturdy gate up to 50-70 cm off of the ground. This is important because it’s twice as easy for a thief to cut through a chain using bolt cutters if he can place the pliers on the ground with a stand. Thanks to the steel and the thickness of the material, a saw or bolt cutters don’t help the thief and the bike remains there where you placed it.

Privacy

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How does Mobilock handle my information?

Mobilock complies with the Personal Data Protection act (WBP) and employs a privacy statement that you can find at www.mobilock.nl/privacy.

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How does Mobilock protect my information?

Mobilock BV considers it very important to handle personal data with due care. Therefore, personal data are processed and secured very carefully. We do this in compliance with the requirements stipulated in the Personal Data Protection Act. Mobilock BV is responsible for the data processing. In our Privacy Statement, we explain what personal data we collect and use and for what purpose. We employ strict security procedures, including in order to prevent unauthorised persons from obtaining access to personal data.

Terms and conditions

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Where can I find Mobilock’s General Terms and Conditions?

The General Terms and Conditions are published on this site. You can also download them here.

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How does Mobilock handle my privacy?

Applications

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On which bikes can Mobilock be used?

Mobilock can be used on practically any bike. The patented adapter plate ensures an excellent fit on almost all types of bikes.

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For whom is Mobilock intended?

Whether you have a small or large bicycle sharing project, Mobilock is flexible and can be used anywhere for the work commute, client visits or recreation. And it offers major benefits with regard to costs, time, employee and company health and the environment. All reasons for you – as the employer, hotel owner or bike renter – to start using Mobilock right away.

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Does Mobilock fit on every bike?

Mobilock can be used on practically any bike. The patented adapter plate ensures an excellent fit on almost all types of bikes.

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Does the Mobilock app work on any telephone?

At the moment, the iPhone 4S or 5, 5C, 5S, 6 and 6 Plus (starting at iOS 7) and all Android phones that work on Jelly Bean 4.3 or higher in combination with Bluetooth Low energy (BLE) hardware are supported. So Mobilock works with practically all recent smartphones.

Use

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What should I do if my phone’s battery is empty?

If your phone’s battery is empty, don’t worry. If you are in the middle of using a bike with Mobilock, you can simply lock it. Once you have recharged your phone’s battery, you will receive a text message notification. You will need to provide the correct location where you parked the bike, however. It is very important for you to provide the precise current location of the bike you were using as quickly as possible. In the event of an empty phone battery, you can also use a friend’s phone if it has a 3G /4G connection and Bluetooth LE. You can then log into your account and temporarily set up the borrowed smartphone as “your” phone so that you can correctly close and open the Mobilock. 

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How do I open a Mobilock?

Operating Mobilock is super easy. You simply create an account on the Mobilock website or Mobilock app. Then you can reserve a bike 24/7 either through the website or the app.

 

After selecting the desired departure time, an overview is displayed of the available bikes at the various locations. You can then select a bike and location from this overview. Mobilock confirms this selection and makes a reservation. Using the app or website, you can quickly find your reserved bike. Once at the bike parking lot, the Mobilock app finds the reserved bike. After you have found your bike, you enter the number of the selected bike in the app. Your smartphone has now been turned into a secure digital bike lock. The “open” button now appears on the app. You can now open the Mobilock with one push of the button and be on your way! 

 

During your bike ride, you can open and close the bike lock as often as desired. Once the bike has been locked, it’s secure. When locking the bike, the app will ask whether this is a temporary stop or the end of the bike ride. In the latter case, the bike will become available to other riders.

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What do I need to do if I lose my phone?

If you lose your phone or if it is stolen, this is very frustrating but there is no direct danger to the use of Mobilock. That’s because your Mobilock account is secured with a PIN code of your choosing. If you are already using a bike with Mobilock, you can simply lock it up at one of the authorised locations. As soon as you notice that your phone is gone, you can call or email (handy at night) or service desk. You will need to provide the correct location where you parked the bike, however. In the event of a lost phone, you can also use a friend’s phone if it has a 3G /4G connection and Bluetooth LE. You can then log into your account and temporarily set up the borrowed smartphone as “your” phone so that you can correctly close and open the Mobilock.

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How can I see how long I can use the bike for?

The Mobilock app gives the maximum duration of use of the bike when you start using it.

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How can I see how long I have already used the bike?

The Mobilock app has a timer where you can see exactly how long you have been using the bike.

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Do I always have to have a 3G or 4G connection?

No, in principle you only need a 3G or 4G connection at the start and end of the bike use.

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Why does my GPS function on the phone need to be on?

Your current location is transmitted when the Mobilock is opened and closed. Your phone’s GPS function must be on for this.

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Can I leave the bike where I want?

No, unfortunately this is not possible. Some locations are simply not safe enough. On the Mobilock app, you can find an overview of all the authorised locations – and there are a lot of them!

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What should I do if my phone’s battery becomes depleted after the Mobilock has been opened?

If your phone’s battery becomes depleted, this is not an immediate problem for the bike whose Mobilock you opened earlier. If you are already using a bike with Mobilock, you can simply lock it up at one of the authorised locations. As soon as your battery is working again, you can tell the app the correct location where you parked the bike. This is very important!  

 

In the event of an empty battery, you can also use a friend’s phone if it has a 3G /4G connection and Bluetooth LE. You can then log into your account and temporarily set up the borrowed smartphone as “your” phone so that you can correctly close and open the Mobilock.

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What should I do in the event of a network failure?

If your provider has a network failure, this is not an immediate problem for the bike whose Mobilock you opened earlier. If you are already using a bike with Mobilock, you can simply lock it up at one of the authorised locations. As soon as the network is up and running again, you can tell the app the correct location where you parked the bike. This is very important!  

 

In the event of a network failure, you can also use a friend’s phone if it has a 3G /4G connection and Bluetooth LE. You can then log into your account and temporarily set up the borrowed smartphone as “your” phone so that you can correctly close and open the Mobilock.

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My phone is out of range. Can I still open the lock?

Yes and no. 

If you are already using the bike, i.e. a bike that you unlocked earlier on the network, then you can open it again after a temporary stop without a network connection. 

Unfortunately, you cannot initiate the bike use without a network connection. In other words: If you are not using a bike yet and you want to open a bike with a Mobilock without a network connection, then this will not be possible. That’s because, in this case, the system won’t be able to link your information to a bike.

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Will Mobilock also work if it is raining?

Yes, Mobilock is entirely weatherproof and has been tested under extreme conditions.

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Where should I leave the locking pin once the lock has been opened?

Once the Mobilock has been opened, the locking pin must be pushed up above the lock. There, it will be secure!

Administrative issues

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When does use of the bike start?

Use of the bike starts at the moment you open the Mobilock.

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When does my use of the bike stop?

Use of the bike stops at the moment that the Mobilock is correctly locked up at an authorised location. You will always receive a notification of this on your phone.

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How can I contact the Mobilock people?

You can reach us by phone during office hours at  0031-362022094. You can also email us 24/7 at info@Mobilock.nl.

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How much does Mobilock cost?

Mobilock has solutions for many different mobility problems. Depending on the nature and size of the mobility problem, we will charge suitable monthly fees. You can use our rate configurator to immediately create an overview of the rates that would apply to your situation. The configurator can be found here.

Do you have questions about our possibilities?  Our consultants will gladly tell you more during a no-obligation meeting!

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Which overviews does Mobilock generate?

Our contract partners have access in the backoffice to overviews of the bike usage. Overviews can be requested for the frequency of use, duration of use, current location, most frequently selected starting destinations and final destinations and need for service. Do you need more? It is possible for additional reports to be generated in consultation.

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How can I get an overview of all my bikes?

All overviews can be easily requested via the backoffice and viewed online.

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How can I register as a user?

You can create an account under the "log in" button on this website (available as of April 2016). If your employer or the organisation with which you are associated has entered into an agreement with Mobilock, you can enter the contract code here. You will then be taken through the registration form step by step, after which you can start using the Mobilock system within 5 minutes.