FREQUENTLY ASKED QUESTIONS

Wanting to know more about us and our services? Check out our FAQs down below. If you still have questions left unanswered, kindly drop us a message and we will be glad to assist you with any queries.

How to use anywheel services?

Step 1: Download the Anywheel app on the App Store or Google Play.

Step 2: Sign up an account with us.

Step 3: Top up your Anywheel wallet (minimum top-up $5.00).

Step 4: Search for the nearest Anywheel device on the Anywheel app.

Step 5: Scan the QR code on the device to unlock it.

Step 6: Enjoy your ride & ride safely.

Step 7: Locate your nearest designated parking area (’P’ icon) on the Anywheel app.

Step 8: End your trip by parking at the designated parking area and manually locking the device.

Step 9: Verify your parking by scanning the QR code found at the designated parking area.

How much does anywheel charge?

Our rates are S$0.50 per 30 minute block.

Maximum fee per trip is S$10.00.

You will be charged an additional S$0.50 once your ride duration exceeds each 30 minute block.

Example:

• 14 minute ride duration = S$0.50

• 34 minute ride duration = S$1.00

• 100 minute ride duration = S$2.00

I am a frequent user, is there any way I can save money?

If you are a frequent user of Anywheel and wish to get the most bang for your buck, you can consider puchasing our Anywheel Pass.

The Anywheel Pass entitles you unlimited free trips per day with each trip not exceeding 60 minutes (regular charges apply upon exceeding 60 minutes).

Anywheel Pass Tiers

1-Day Pass: S$2.00

7-Day Pass: S$3.90

30-Day Pass: S$9.90

90-Day Pass: S$23.00

I purchased an Anywheel Pass, why am I still being charged after my trip?

Anywheel Pass users are entitled to unlimited trips per day, however each trip is limited to a maximum duration of 60 minutes. Regular charges will apply should the user exceed the 60-minute trip duration.

Why is the free trip duration for the Anywheel Pass only 60 minutes?

As we are a company that prides ourselves as a first mile & last mile transport service provider, we strongly believe that 60 minutes is adequate time for you to complete your journey.

What is indiscriminate parking?

When a bicycle is not parked in a designated parking area, it will be classified as a case of indiscriminate parking.

Do note that designated parking areas appear as a ‘P’ icon on our app. Do remember to scan the QR code found at the designated parking area to avoid getting any parking penalties. The parking QR codes can usually be found fixated on the ground or on a nearby wall.

Why was I charged a penalty of S$5.00 for indiscriminate parking?

Users are required to end their trip by parking at designated parking areas and verifying their parking by scanning the QR code found at the designated parking area. The penalty is imposed to deter users from parking indiscriminately, reducing the number of stray bicycles left along the streets. The S$5.00 penalty is also used to account for the costs of relocation and redistribution of our bicycles.

How do I send an appeal regarding a parking penalty I received?

If you received a $5.00 parking penalty due to certain circumstances, you can send us an appeal via our in-app function under the ‘My Trips’ tab. Kindly select the appropriate category and attach any supporting documents (screenshots of any errors encountered or photos regarding any issues encountered while parking), along with photos of the device being parked properly in a designated parking area.

In any instance that you are unable to send an appeal via our app, you can send us your appeal at support@anywheel.sg.

Appeals would normally take approximately 3 working days (may vary due to high volume of feedback) to process.

I am unable to end my trip due to a damaged bicycle lock, what can I do?

In the instance that you are unable to end your trip due to a faulty lock, you can stop the meter from running by selecting ‘Force End Trip’. Kindly select the appropriate category when reporting your issue encountered, and scan the parking QR code to verify that the bicycle was parked properly.

WARNING: Repeated use of ‘Force End Trip’ will result in a suspended account

Why am I unable to find the parking QR code at a designated parking area?

As the parking QR codes are heavily utilised, and some being exposed to weather conditions, there is a possibility that some of the parking QR codes are damaged or removed due to foul play / vandalism.

Note: Do ensure that you are at a designated parking area (’P’ icon on our app), not all yellow boxes in Singapore are designated parking areas.

Kindly assist us by ending your trip and park the bicycle in the designated parking area. Kindly select the ‘Missing Parking QR Code’ when prompted to scan the parking QR code. Submit your appeal with a clear photo of the bicycle parked in the designated parking area. In any instance that you are unable to send an appeal via our app, you can send us your appeal at support@anywheel.sg.

Why was my appeal rejected?

All appeal cases are investigated by our support team with due diligence. Appeals are rejected when the appeal case is deemed to have insufficient supporting evidence or if the evidence provided does not support the claims of the appeal.

Can I pause my trips in between destinations?

No, we do not have a pause function. In the instance that you need to stop your trip abruptly, kindly park your bicycle properly at a designated parking area and verify your parking by scanning the parking QR code found at the designated parking area.

What should I do if I suspect fraudulent activities on my credit / debit card?

Kindly email us at support@anywheel.sg describing to us the payment issues you have encountered. Our support team will investigate and we will get back to you in approximately 3 working days (may vary due to high volume of feedback).

What should I do if I had an emergency or met with an accident?

In the event of an emergency, the user is required to take relevant photos of said accident and submit them along with their appeal. Our support team will investigate and it will normally take approximately 3 working days (may vary due to high volume of feedback) to process.