F.A.Q.
How can we help you?
Use of the stations
Do I have to download the app to use an eDock?
How do I park my bike or scooter?
Please proceed in the following order of steps:
Adjust the height and angle of the lock manually to secure your frame. Close the lock manually.
Confirm the lock in the mobile app.
A red light confirms that the lock is secure.
How do I charge my bike or scooter?
A charger with several attachments is connected to each slot. So all you have to do is choose the right tip for your bike or scooter model. We support charging for Bosch, Segway and Xiaomi.
Charging is only triggered when you have locked the lock on your app.
How do I end my parking?
Unlock the lock via the mobile app.
A green light confirms the availability of the slot.
What does the colour coding of the LEDs on the stations mean?
The colour of the LED indicates the status of the slot:
A green light means that the slot is free.
A red light means that the space is occupied.
A blue light means that the slot has been reserved.
An unlit light means that the slot is in maintenance.
Can I park without charging my bike or scooter?
Yes, you can come and secure your bike or scooter without using the charging option. The eDock stations are compatible with non-electrified bikes and scooters.
How do I know if a station is paying or free?
Whether or not a station has a paying status is indicated in the station information on the app.
If a station is paying, the fee will be indicated to you before securing the station. If accepted, you will be asked to enter a credit card payment method to continue using.
How do the pay stations work?
The fee will be indicated to you prior to securing. If accepted, you will be asked to enter a credit card payment method to continue the use.
The parking fee is calculated according to the time of securing, regardless of whether you charge your bike/scooter or not.
Do I have to manually close the lock at the end of my use?
No, it is not necessary to close the lock manually. If you do, an automatic unlocking system will be triggered after 15 seconds and the lock will be released.
Application features
How does the transfer of ownership work?
Thanks to the “Transfer of ownership” feature, you can allow a friend or family member to unlock your bike or scooter for you. Ideal if you cannot collect your bike/scooter yourself or if you want to lend it without having to go to the station.
To do this, go to the parking section “🅿️” in the app menu at the bottom of the screen.
You will see your current location in use. Click on “Transfer of ownership” and then choose the person you want to send the transfer of ownership to.
The person will receive a code that they must enter into the application by clicking on the menu button at the top right and then on “Enter Code“. Once the code is entered, the person becomes the owner of the location and can unlock the lock on the eDock.
How does the reservation work?
The “Reserve a spot” feature allows you to secure a spot at an eDock station for a certain period of time (variable depending on the station). Ideal to be sure to find a spot when you arrive at the location!
Go to the application and then to the station you are interested in. Click on a free space and then on “Reserve“.
The space you have reserved will have a blue light on top. Only you can lock the lock.
Do I have to create a profile on the app to access the eDock stations?
Yes, you need to create a profile on the app to access the eDock stations. Reserving a location requires an identification by email address attached to your account.
How do I change my account information?
From the application, click on “👤” at the bottom right of the screen.
Once on your profile, click on the pencil at the top right.
When you have finished editing your information, click the top right button again “✓“. Your profile has been updated!
Can I retrieve my parking data records to obtain the bicycle allowance from my employer?
To retrieve your usage history, click on “History” in the menu bar. Then press the “Download” button at the top right of the screen.
How do I get to the station?
Once you have chosen the station you want to go to, click on the station from the application and then on “Calculate route“. You will be returned to your guidance application.
What personal information does the app collect?
For more information on the management of your personal data, you can consult the pdf: DATA PRIVACY
How do I save my favorite stations?
The “Favorites” feature allows you to save the stations you usually go to without having to search for them on the map every time you open the application.
To save your favorite station, simply click on the station you want and then click on the heart in the top right corner.
You can then quickly find your favorite stations by clicking on the heart in the menu bar at the bottom of your screen.
Support
How do I contact support?
- Go to the app and, in the menu, click on “open a ticket“.
- Another possibility is to contact us via the app chat accessible from the menu.
- If you do not have access to the application, you can send us an e-mail to the following address: support@edock.be
What happens if I can't collect my bike during the station's opening hours?
Don’t panic! You can still get your bike back even if the station is closed. This just means that you cannot use a new space out of opening hours.
The status of the lock has not changed, I can't unlock it, what can I do?
Don’t panic! Try confirming the unlocking again on the app while unlocking the lock with your hand.
If the problem persists, contact support.
There is a power cut, what can I do?
Rest assured that the locks will remain locked despite the power failure. If the power does not return within a reasonable time and you need to retrieve your bike or scooter, please contact support for manual unlocking.
What do I do if I can't access my phone (no battery, it was stolen...) to get my bike or scooter back?
Contact support from the website or send an email to support@edock.be. Once the user’s identity has been verified, the support team will be able to unlock the lock remotely or manually on site.
General questions
Can I access all eDock stations?
No, some stations are private. The public or private status of a station is indicated in the station information on the application.
It is also possible to display only public stations on the map in the application by using the filter option at the bottom right of the map.
What is a private eDock?
A private station is a station that is only accessible to certain people, for example employees of a company. You will not be able to use this station if you are not on the list of authorised persons.
What is a shared location?
A self-share space is a space with a bike or scooter available to users.
To retrieve the bike, the lock must be unlocked and then locked to return the bike after use. The bike must be returned to the exact location where you picked it up.
In this case, the LED in the slot is green when a bike is available and red when it is not.
