Frequently asked questions about TIER

To rent a TIER bike, you need an NS Flex season ticket. Next, here's how to rent a bike:

• Open the NS app. 
• Go to 'More' at the bottom of the menu and log in to Mijn NS.
• Select 'Nearby' at the bottom of your screen. 
• Tap an available TIER bike and walk to it.
• Select 'Start my ride' once you want to start cycling.  

You can rent a TIER bike in Utrecht, Nieuwegein, Maarssen, Eindhoven, Veldhoven, Zeist and Odijk.

Yes, you can rent a TIER bike with an NS Flex season ticket (also NS Flex Basis). This is a season ticket that enables you to pay in arrears for the trips you have made. Do you have a season ticket that allows you to travel on balance? If so, you cannot rent a TIER bike through us.

Log in to Mijn NS to find out which season ticket is on your OV-chipkaart.

If you do not yet have an NS Flex season ticket,

then you won't be able to rent a bike right away. After ordering your new season ticket in our online shop, you must first load it onto your OV-chipkaart through the NS ticket machine at the station. Don't have an OV-chipkaart? It will be sent to your home address within five days, with the NS Flex season ticket loaded onto it. You can then open the NS app to ride a TIER bike.

Yes, with a personal OV-chipkaart with an NS Flex season ticket on it (also Flex Basis) you can easily rent a TIER bike. Do you have a season ticket that allows you to travel on balance? If so, you cannot rent a TIER bike through us.

To rent the bike itself, you don't need your OV Chipkaart. You can do so through the NS app.

Not sure which season ticket you have?
Then log in to Mijn NS and check which season ticket is on your OV-chipkaart.

Find a bike via the Nearby map. Select a bike start your ride. Then follow the steps in the app to start your journey. Next, unlock the bike and you are ready to go.

Does this not work?
Please contact the NS Customer Service. 
 

No, you can only rent one bike at a time.

No, you cannot reserve TIER bicycles via our app. The moment you select a bike on the map and start a ride, your rental starts.

The rental price of a TIER bike varies by city. You always pay a €1 starting rate and also a price per minute. The price you see after starting your journey is always the highest price per minute and may therefore differ from the actual price.

Here are the prices by city:

• Utrecht: € 0.26 p/min
• Maarssen: € 0.26 p/min 
• Vleuten - De Meern: € 0.26 p/min
• Nieuwegein: € 0.26 p/min
• Eindhoven: € 0.26 p/min
• Veldhoven: € 0.26 p/min

You pay separately for every journey you make on a TIER bike. We debit the cost of your ride from your account every month, at the same time as the cost of your NS Flex season ticket.

You will find the cost of your journey in your transactions in Mijn NS. You will also receive an invoice from us every month, showing all the journeys you made in a month. 

Costs on your invoice
You will find the journeys with the TIER bike on your invoice under the heading 'Door-to-door services' and then 'Electric shared bike'. It also contains information about the date of your journey, where you picked up the bike and how long you cycled.

No, your NS Flex season ticket only gives you a discount on train journeys.  

Please contact NS Customer Service. They like to think along with you!

Do you want to stop the bike rental? Make sure you are in a service area. This is the area that is not coloured red OR where there are blue P's. If there are blue P's on the map, then parking in that area is mandatory in the blue parking zones indicated.

Always check carefully that your bike is not blocking a thoroughfare. Then push down the stand, lock your bike and stop your journey in the app.
 

You can only park your bike in a service area. This is the area that is not coloured red OR where there are blue P's. If there are blue P's on the map, then parking in that area is mandatory in the blue parking zones indicated.

Locking your bike pauses your journey. You can do this as often as you like. However, you will still pay the price per minute. 

You cannot move the bike if you have paused your journey. Keep in mind that you can rent the bike for a maximum of 2 hours, including pauses. After these 2 hours, the journey stops automatically.

No problem! Locking your bike pauses your journey. You can do this as often as you like. However, you will still pay the price per minute. 

You cannot move the bike if you have paused your journey. Keep in mind that you can rent the bike for a maximum of 2 hours, including pauses. After these 2 hours, the journey stops automatically.
 

Unable to stop the rental of your bike? Try the following solutions:

• Check that you are not in a red zone with a parking ban. 
• Make sure you are sharing your location and are connected to the internet. 
• In that case, ride around the area a bit so the GPS can recognise your location.
• Check that the bike is locked and the lock is secure.

Still can't end your ride?
Please contact TIER's customer service (between 08.00 and 20.00) on +31 20 53 217 66. 

Most likely, your phone is not transmitting your location properly. Check that your location on the map is correct. 

Is your location not (quite) correct?
Refresh your location by clicking twice on the blue arrow at the bottom right of the map.

Is your location correct?
If so, it could be that the location of the bike is not being transmitted properly. Check whether the bike is somewhere else in the area.

If you still can't find the bike, find another bike nearby. 
 

The electric assistance switches on automatically when you go faster than 5 km/h. 

Is it not working?
Please contact TIER's customer service (between 08.00 and 20.00) on +31 20 53 217 66. 

Please contact TIER customer service (between 08.00 and 20.00) on +31 20 53 217 66 to report the flat tyre.

Can't unlock your bike? 

1. Then go to your active journey screen.
2. Click on 'Pause or resume bike' here
3. Then select 'Restart bike'

Does this not work?
Please contact the NS Customer Service.
 

Please contact TIER customer service immediately (between 08.00 and 20.00) on +31 20 53 217 66 to report the theft.

Always make sure you are safe yourself first. Call the police or an ambulance if necessary. After that, contact TIER customer service (between 08.00 and 20.00) on +31 20 53 217 66.

You can rent a bike for a maximum of 1 or 2 hours, depending on the city and including any pauses. After this time, the journey stops automatically. The electric pedal assistance then switches off. You can then start a new journey, though.

Most rules are the same everywhere. Where you are permitted to park your bike may vary by region or city. 

You should always park your bike in a service area. This is the area that is not coloured red OR where there are blue P's. If there are blue P's on the map, then parking in that area is mandatory in the blue parking zones indicated.
 

No, the bike is not made to carry 2 people. So you cannot sit on the luggage rack.

You can cycle outside the service area. This area is marked in red on the map. You just can't stop your journey there. If you do, you will pay an extra fee for the bike to be returned.

You don't have to do this yourself. TIER staff replace the battery when it is low.

The lights switch on automatically when you start your journey.

Are the lights not working?
Please contact TIER's customer service (between 08.00 and 20.00) on +31 20 53 217 66.

Once you click on a bike on the Nearby map, you will see how many kilometres you can cycle approximately. If there are several bikes nearby, always choose the one with the fullest battery. 

This is how you unlock the bicycle:

1. Start your ride in the app
2. Pull the pin on the side of the bicycle out of the wheel lock.
3. Then insert the pin into the mudguard at the back of the bicycle.

Lock your bike along the way or before you stop your ride.

1. Pull the cable out of the mudguard at the back of the bike.
2. Then insert the cable into the wheel lock on the side of the bike.
3. Has the light on the handlebar turned green? Then the bike is locked. You can now stop your ride if you want to.

Does the light stay purple?
Unfortunately, the lock is not always working properly. Pull the cable out of the wheel lock and try again.