V. Troubleshooting

Q1: I'm at the port but there are no bicycles.
A1: We apologize for the inconvenience, but please borrow one from another nearby port.

Q2. I tried to rent a bicycle at a port, but I got an error on the app and couldn't use the bicycle.
A2. Please check that Bluetooth and location services are turned on on your smartphone. For iPhones, please note that there are two Bluetooth settings: one on the device itself and one in the COGICOGI SMART! app.

Q3. I'm worried about whether the bicycle has been returned properly.
A3. If the app screen returns to the home screen and the "Rent" or "Purchase" buttons appear, the return is complete.

Q4. The battery on the bicycle I'm using is about to run out.
A4. If the battery runs out while you're using the bicycle, you won't be able to unlock it or return it.
We apologize for the inconvenience, but please return the bicycle to a port before the battery runs out and switch to another bicycle. There will be no additional charge for switching bicycles.
If the battery does run out, please contact our support center (support@cogicogi.jp).

Q5. My smartphone battery died while I was using the bicycle.
A5. Even if your smartphone battery dies, you can still ride the bicycle if the lock is unlocked. However, you will need to use your smartphone to rent, return, or unlock the temporarily locked bicycle.
The bicycle will remain rented until you have completed the return process yourself. We recommend that you use your smartphone with sufficient battery power.

Q6. My bicycle was stolen while I was using it.
A6. Please contact our support desk (support@cogicogi.jp).

Q7. My bicycle was removed while I was using it.
A7. Please contact our support desk (support@cogicogi.jp).

Q8. I had an accident while using the service.
A8. First, please contact 110 or 119 for appropriate assistance.
After that, please contact our support desk (support@cogicogi.jp).

Q9. I can't find the port.
A9. In the COGICOGI SMART! app, select the port you want to go to using the "Find a Port" function, and tap it to see the detailed location of the port on Google Maps, etc.

Q10. My bicycle has a flat tire.
A10. Please switch to another bicycle at the nearest port.
Please contact our support desk (support@cogicogi.jp) to inform us that your bicycle has a flat tire.

Q11. The bicycle I tried to rent had no air in it.
A11. We apologize. We regularly maintain our bicycles, but
if by any chance a bicycle has no air in it, we ask that you switch to a different bicycle. We
also have air pumps available at each port, so please feel free to use them.

Q12. I damaged the bicycle while using it.
A12. Please contact our support desk (support@cogicogi.jp).
For more details, please read the terms of service.

Q13. My bicycle battery has run out. Is it possible to exchange the bicycle or the battery?
A13. We do not offer battery exchange, but you can exchange your bicycle for another one at a port. There is no additional charge for the exchange.