Frequently Asked Questions

The following payment methods are available:

• PayPal
• SEPA direct debit
• Credit card

VGN season ticket customers and holders of a Deutschland or Ermäßigungsticket receive 600 free minutes per month after registration and partner linking, which can be used flexibly. If a Deutschland or Ermäßigungsticket is purchased directly in the NürnbergMOBIL app, linking is no longer necessary and the free minutes are credited automatically. Unused free minutes expire at the end of the month. If several bikes are rented at the same time, the free minutes are only taken into account for one VAG_Rad. You can find more information about the free minutes here.

If SEPA is not accepted, this is due to our payment service provider LogPay. Please try a different payment method or contact LogPay directly in the app under the menu item “My NüMO” -> Info” -> ‘Questions about payment’.

This is usually because the IBAN you have entered does not match the one stored in your subscription. It can also happen that the date of birth has been entered incorrectly. Please check this.

Another common error is entering the wrong e-ticket number. Please enter it exactly as it is printed on the e-ticket (e.g. 13-30.xxx.xxx-x)

Please note: MobiCards and 365-Euro-Tickets are not classic VGN subscriptions and therefore unfortunately do not include 600 free minutes per month.

To delete your account, open the NürnbergMOBIL app and click on the menu item “My NüMO”. There you will find the “Delete account” button. As soon as you have clicked on the button and confirmed the deletion process, your account will be irrevocably deleted.

Please write to our customer service using the “Report a problem” form in the app, or contact us by phone on 0911 283-2453 or by email at rad@vag.de to have incorrect charges corrected. Please provide us with all the necessary information about the rental / tariff / customer account so that we can understand the issue.

It is likely that outstanding amounts could not be debited from your bank account or no means of payment is stored. Please check this in your customer account and contact our customer service if in doubt.

You can reach our customer service team by email at rad@vag.de or by phone on 0 911 283-2453.

Under the “VAG_Rad” menu, you can enter a voucher code under “Redeem voucher”. If the voucher code is valid, the free minutes will be automatically credited to your account immediately. The free minutes can be used flexibly until they expire.

Renting a VAG_Rad is simple. We recommend renting via app. To do this, scan the QR code on the rear wheel of a VAG_Rad using the NürnbergMOBIL app. Alternatively, you can rent a VAG_Rad by phone on 0 911 283-2453.

Return the VAG_LastenRad to its home station and close the frame lock. The cargo bike will be returned automatically. Check in the app whether the return was successful and inform Customer Service if this is not the case.

All stations are marked on the map in the app or on the website with large markers (the small markers indicate individual bikes) and marked by a stele in the public space.

You can use the “Report a problem” form to contact our VAG_Rad customer service at any time and report defects on the VAG_Rad directly. You can find the form in the VAG_Rad area via “How to & Help” -> “Help” as well as during and after the rental and via the rental history of VAG_Rad. This also works via hotline or e-mail. Please check the bike for obvious defects before starting your journey or before renting it and inform us of any damage so that the bikes in question can be blocked and repaired as quickly as possible. Unfortunately, we cannot credit any fees if you have ridden despite obvious defects.

You can return your VAG_Rad at one of the official VAG_Rad stations or within the Flexzone on any public street where it is clearly visible. On the location map in the VAG_Rad menu in the app or on the website, you can see where the nearest station is or where the flex zone extends to. On the app map, the respective flex zone corresponds to the area marked in white, in Dark Mode to the area marked in black. The red marking on the map indicates the no-parking zone. VAG_Rad bikes may only be parked there at official VAG_Rad stations. Please make sure that you do not park your VAG_Rad at public bike racks, but always next to them. This gives you more direct access to the VAG_Rad and other cyclists have a secure parking space for their private bikes.

You can find more information on returning bikes in our T&C.

A flex zone is a defined inner-city area in which bikes can be parked and returned freely on any public street. On the map in the NürnbergMOBIL app, the flex zone corresponds to the area marked in white, in dark mode to the area marked in black.

Please always park your bike so that it is clearly visible to other users, does not obstruct anyone and keeps paths and exits clear. Parking on private property, in green spaces or in backyards is generally prohibited. Please lock the bike to yourself and do not use public bike racks or similar. You can find more information on returns in our T&C.

Please report an unrecorded return immediately using the “Report problem” form. You will find this when you select your affected VAG_Rad rental in your rental history. Alternatively, you can also contact our customer service on 0911 283-2453. Have the bike number, the parking location and the actual period of use ready. After successfully reporting the unregistered return, our customer service will end the rental for you and adjust the rental fees accordingly.

If the lock on your VAG_Rad does not open automatically, this is often due to a small blockage in the locking lever. This fault can be caused by a rim, for example.
Proceed as follows:
1. call up the “Lock does not open” function in the app
2. click on “Open lock again” and gently support the blue locking lever with your finger as soon as a soft electrical noise occurs
3. the lock usually pops open with this little help.

The VAG_LastenRad may only be parked at its home station. The home station can be found on the label on the transport box.
If a VAG_LastenRad is not returned to its official VAG_LastenRad station (also known as the home station), we will charge a service fee of €50.

Du kannst das VAG_Rad nach vorheriger Registrierung per Telefon unter  0 911 283-2453 ausleihen.

If there are free parking stands in an official VAG_Rad station, please use them and park your bike. As a general rule, no one may be hindered by the parked bike.

The bike must not be parked or left on the ground:

1. at traffic lights
2. at parking ticket machines or parking meters
3. on road signs
4. on footpaths if this causes a passage width of less than 1.50 m
5. in front of, on and along escape routes and fire department access zones
6. if this obscures the stationary advertising of a third party
7. by closing off fences of private or public houses and facilities
8. in buildings, backyards or in vehicles,
9. on guidance systems for the blind,
10. on or in front of letterboxes,
11. in front of gates and doors or in their swinging area,
12. in or in front of driveways,
13. on public transport platforms and bus platforms
14. on public bicycle stands

If this is not observed, we reserve the right to charge a service fee. The amount of service fees can be found in our price list.

The loading surfaces of the VAG_LastenRad may be loaded up to a maximum load of 50 kg. The loading surface of the VAG_eLastenRad may be loaded up to a maximum load of 80 kg.

Park the bike at an official station or within the flex zone and close the frame lock. The bike will be returned automatically. If the station is full, park the bike next to it and close the lock. Check in the app whether the return was successful and inform customer service if this is not the case.

Yes, activate the parking mode in the app and then close the lock (note: if you close the lock before the parking mode has been activated, the bike will be returned immediately). The normal rental fees apply when parking. To continue cycling, simply exit parking mode in the app and the lock will open automatically. Therefore, never end parking mode remotely.

A service fee of at least 20 euros will be charged if a VAG_Rad is returned outside a flex zone or away from an official station. If the bike is returned outside a flex zone, we charge a service fee of at least 20 euros.
It does not matter whether the bike has already been rented outside the flex zone or away from a station. The service fee of the previous user does not cover the misconduct of the next user.
VAG_LastenRäder may only be returned to their respective home station. If a VAG_LastenRad is not returned to its official VAG_LastenRad station (also known as the home station), we will charge a service fee of at least €50.

You can contact our VAG_Rad customer service at any time via the “Report problem” button (for example, via the “How it works & help” -> “Help” option in the “VAG_Rad” menu or via the rental history in the app) and report problems with the rental directly.

For the rental of a VAG_LastenRad, there is an initial fee of €2.00 and a charge of €0.10 per completed minute.
If the rental exceeds 200 minutes, the rental fee is a flat rate of €20.00 for 24 hours (excluding the initial fee).
VGN subscription customers and holders of a Germany or discount ticket receive 600 free minutes per month after registration and ticket linking, which can be used flexibly. The entry fee remains unaffected by the free minutes. Any free minutes not redeemed expire at the end of the month. If several bikes are rented at the same time, the free minutes are only taken into account for one VAG_Rad. The entry fee of € 2.00 must be paid for each rental.

Link your Deutschlandticket subscription by entering your 7-digit customer number under “My NüMO” -> “Account Plus” -> “Subscription” in the menu item “VAG_Rad”. After successful linking, the 600 free minutes per month will be displayed under “VAG_Rad” and credited for use. If the Deutschlandticket is purchased directly via the NürnbergMOBIL app, the free minutes are automatically credited under “VAG_Rad”.

There is an entry fee of 0.10 euros for borrowing a VAG_Rad. Billing is by the minute. One minute costs 0.10 euros. After 199 minutes, the daily rate of 10 euros is charged.
VGN subscription customers and holders of a Germany or discount ticket receive 600 free minutes per month after registration and ticket linking, which can be used flexibly. The entry fee remains unaffected by the free minutes. Any free minutes not redeemed expire at the end of the month. If several bikes are rented at the same time, the free minutes are only taken into account for one VAG_Rad.

VGN season ticket customers are entitled to 600 free minutes per month for VAG_Rad. To access these, link your travelcard to your customer account.
To do this, log in to the NürnbergMOBIL app and link your subscription under “My NüMO” -> “Account Plus”. There you can select the transport company with which you have taken out your travelcard. To make the link, enter your subscription number, your date of birth and the last 5 digits of your IBAN. Alternatively, you can activate yourself under “Company account” for employer-financed journeys with public transport and or VAG_Rad.
Please note: When entering your eTicket number, please use the full number including special characters. Also make sure that the IBAN you enter matches the one stored in your season ticket. Also check that the date of birth you have entered is correct. This will help you avoid the most common causes of errors when linking subscriptions.

Please note that there is an entry fee of 0.10 euros for every VAG_Rad rental.
Free minutes only apply to the first VAG_Rad rental. For each additional VAG_Rad rented at the same time, the regular rental fee of 0.10 euros per minute plus start fee applies.

With your NürnbergMOBIL app account you can rent VAG_Bikes and VAG_LastenBikes in Nuremberg, Fürth, Erlangen and Schwabach.

The 3 euros are only a temporary reservation made by PayPal/your credit card provider at the start of your rental. The final charge will only be made at the end of your rental. You will not be charged if you use free minutes. This reservation serves as a safety measure in case you ride beyond the remaining free minutes or park the bike improperly.

At the moment, we can take into account all company season tickets that are personalized. You can tell from the eTicket whether you have a personalized or non-personalized ticket. If only your employer’s name is printed on the ticket, please contact the relevant HR department at your company.

No, unfortunately it is not possible to rent the VAG_Rad if you are under 18 years of age. Therefore, you cannot use your free minutes for the VAG_Rad.