Observed conditions and their resolutions.
| Condition |
Cause |
Resolution |
| Circles are grey everywhere |
Live counts have not arrived yet |
Wait a moment. Grey with a dash means the count is unknown, not that the dock is empty |
| Counts look out of date |
Counts refresh when the map settles, not continuously |
Move the map slightly, or reopen the app |
| The map opens on London rather than on you |
Location permission was declined or has not been granted |
Allow location in iOS Settings, then select the location button |
| The location button will not stay filled |
Any movement of the map stops it following you |
Select it again. This is deliberate |
| A docking station is missing |
It opened after the bundled list was built |
Settings, then Update station list |
| Docking stations appear as plain dots |
The map is zoomed out |
Zoom in. Circles and names return |
| A docking station never appears in the list |
It was hidden by a swipe |
There is no unhide control in this version. Reinstalling the app clears hidden stations |
| The panel will not drag past a certain height |
Reached the expanded height |
This is the maximum |
| Condition |
Cause |
Resolution |
| Email or password incorrect |
The credentials are not those of a cycle hire account |
Sign in on the operator’s website first to confirm they work |
| The sign-in screen stays open after signing in |
Fixed in the current version |
Update the app |
| No text message arrives at sign-in |
The operator sends it at the first hire, not at sign-in |
Continue. The code is requested when you first select Hire |
| Signed out unexpectedly |
The operator expired the token |
Sign in again |
| Condition |
Cause |
Resolution |
| Hire returns a list of prices instead of a code |
The account has no active access period |
Buy one on the operator’s website, then try again |
| The access period shows None but one was bought |
The cached copy is stale |
Pull down to refresh in Settings |
| A charge appeared that was not expected |
E-bikes and journeys over the included time cost extra on every access period |
Check the charge with the operator |
| The release code was lost |
It stays as a banner at the top of the map |
Reopen the app. The banner survives closing it |
| The release code did not work at the stand |
Codes expire after around ten minutes |
Start the hire again from the app |
| The code is right but the bike will not release |
A dock or bike fault, outside the app |
Try another docking point. Report the fault to the operator |
| No text message arrives before the first hire |
The mobile number on the account is wrong or absent |
Correct it on the operator’s website |
| Condition |
Cause |
Resolution |
| Journey history is empty |
The account has no completed journeys, or the cache has not been filled |
Pull down to refresh |
| Details show an old value |
Details are cached and shown with a last-updated time |
Pull down to refresh |
| Password and security answer are not listed |
They are deliberately withheld from display |
Nothing to resolve |
| Subject |
Where to raise it |
| A bike, a dock, a charge, an access period, or an account |
The scheme operator |
| The app itself |
Support |
Faults with bikes, docking points, charges, and accounts belong to the scheme
operator. akn cannot see, alter, or refund any of them.