Diagnostics

Observed conditions and their resolutions.

The map

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Counts look out of date	Counts refresh when the map settles, not continuously	Move the map slightly, or reopen the app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

Signing in

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

Hiring

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

Account and journeys

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

Escalation

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.