Frequently asked questions about shared mobility

Please contact us via billing@9292.nl. Always mention your reservation number and/or order ID.

The costs depend on the time you rent the bike. You pay a fixed starting amount, service costs, and a price per minute. You can see the exact costs at the end of the rental. View the prices for renting a Donkey Republic shared bike here.

No. When renting the vehicle, insurance is included. Of course, the normal liability rules that you agree to when renting still apply.

We do expect you to take care of the vehicle properly and lock it. See also the general terms and conditions and the user conditions.

In the 9292 app, you can only rent shared bikes from Donkey Republic. We explain how that works on this page.

We’re sorry that you’re experiencing a problem. In this case, contact our support directly on 088 076 06 25. They will help you further. It could be that the bike is broken, or another type of problem.

If your location is not accurate when using the app, it may be due to your device's GPS settings. We recommend setting the location on your phone to high accuracy.

These settings depend on your phone model and whether you have Android or iOS. You may need to consult your device's documentation.

Go to Settings > Location > Mode > High accuracy

You need an internet connection to unlock or lock the bike. Has your phone been stolen or has the battery run out during the period you were using the bike? Please contact us on 088 - 076 06 25.

This may be because you did not return the bike to a rental location. We explain here how to end your ride.

There are a number of possibilities for why the lock is not opening:

• Sometimes there is nothing wrong, but the connection has simply been lost. Try again. Maybe it will work now!

• The payment has not been completed correctly. If the payment is successful, you will receive a message telling you to walk to the bike and then click on ‘rent now’.

• You are too far away from the bike. You can only click on ‘Unlock’ when you are next to the bike.

• You are next to the wrong bike. Look for the bike with the same name you see on your phone screen.

Did this not help? Please contact our support on 088 - 076 06 05. They will be happy to help you!

Contact our support on 088 - 076 06 25.

The User Agreement contains the conditions for renting a shared vehicle. Article 7 of the User Agreement states exactly what you need to do if the shared bike is stolen or lost.

Unlocking a Donkey Republic bike with the 9292 app:

• Search for shared mobility near you via 'Renting nearby'.

• On the map and at the bottom of the screen you will see the available shared bikes near you.

• Tap on a Donkey Republic bike.

• Are you standing next to the bike? Then tap on 'Rent now'.

• Follow the steps in the 9292 app and tap 'Unlock'.

• Hold your mobile phone close to the lock.

• You will receive a message on your screen that the bike has been unlocked.

Locking a Donkey Republic bike with the 9292 app:

1. Open the 9292 app.

2. Press the 'Lock' button.

3. Close the lock on your bike by lowering the lever.

4. Check whether the bike is properly locked.

Please note: locking the bike does not always mean that the rental has stopped. Read here about how to stop renting the bike.