A FAQ section answers common questions to help users find quick solutions and reduce the need for support.
Yes, Thtenn Bikes are classified as motor vehicles in the UK as they must adhere to all traffic signs in use as classified just like other vehicles and cyclists who ride Thtenn bikes must obey the road traffic rules to avoid being fined for Carelessness or dangerous cycling. This also means that thtenn bike users must understand basic traffic rules in order to use our bikes and must prove that they're legally licenced to gain access/unlock our bike hire services.
Your Driving Licence is your cycling access.
Users must have the category Q entitlement on their driving licence to use Thtenn Bike. A full or provisional UK driving licence for categories AM, A or B is ideal for this as proof of entitlement as it includes category Q. To upload your driving licence and get on a thtenn bike, please click here.
Yes, If:
You may not be able to unlock/use Thtenn Bike if you have an overseas provisional licence, learner permit or equivalent.
For further queries, please contact the thtenn team in Thtenn support in the app.
The weight limit for riding a Thtenn Bike is 120 kg including all other loads i.e. shopping bags, backpack, and other extra load carried by the user on the bicycle.
To locate thtenn bike, please use the App and head to where they appear on the map by using the navigation provided. If you are still having troubles locating thtenn bike, please take the following steps:-
Unless parked incorrectly, our bikes are very visible and strategically distributed and deposited for easy public access
If you are having problems scanning the QR code or error message, Please try following these steps:-
Damaged or unreadable QR code: Try moving your phone camera closer until it reads the code and if that doesn’t work, please report the problem to us immediately so that we can fix and avoid future disruption. Please take a photo of the damaged QR code and forward it to us so that we can replace the bike and also fix the damaged QR code.
Mobility Error Message: This may be a maintenance issue that requires an immediate attention. Please be reassured that we are aware of any error message from the selected bike and we are working on fixing the problem, but don’t be alarmed, you can try using other vehicles nearby. We will appreciate your support if you could please report this error message to us by screenshots or screen recording and sending it to us for immediate action.
Payment Error Message: This may be that you may need to update your payment method, please do so and try again. If the error message reoccurs, please take a screenshot and send it to us so that we can help you in unlocking your vehicle. You may also send us an email at appaccounts@thtenn.com
For all other challenging QR code and mobility error messages, please take a photo or a screenshot and submit as other Thtenn vehicle problems (OTVP) and the Thtenn Team will be available to resolve it. You may also email us with your concern at Reports@thtenn.com
Please try following these steps to end your ride, complete payment process or understand our parking restrictions and recovery charges for inappropriate parking. Please also read our parking terms and conditions to understand other charges that may apply.
Ending your Ride
When ending your ride, please park Thtenn bike in a designated parking area and follow the correct parking procedure through end ride. The designated parking is part of our commitment to our safe riding policy and adherence to the local parking rules. Non compliance with these rules will incur recovery cost and local parking penalties which the rider is liable for.
In order to avoid extra charges after ending a ride, please make sure you have a good network or Wi-Fi connection, follow the complete the end ride procedure and wait for a lock tone and a confirmation message from us before leaving.
This process may take a moment but if longer than 2 minutes, Please restart the app.
Pre-authorized Charge
Our payment verification procedure includes a pre-authorized charge on your bank. This pre-authorized payment will be removed immediately After you end ride, it might take a little longer for your bank to process and reflet the changes. Please click Payment Pre-authorization for more information about our payment verification procedure.
You must be at least 17 years of age to use thtenn bike.
For further understanding of all our other requirements, please visit our user agreement.
As Thtenn bike is not a tendem bike, it can only allow one Person per Bike. Thtenn Bike users must observe all road traffic rules in order to avoid being fined for Carelessness or dangerous cycling as it is unsafe to ride a single seat bicycle with 2 people due to balance and weight that may affect the functions of components like brakes, tyres, rims and hub leading to serious accidents and injuries.
Why not create a ride party and invite your friend to ride another bike with you under your membership or refer a new rider account and accumulate points/credits worth a free ride in the future.
Yes, you may invite your friend to ride another bike with you under your membership or refer a new rider account and accumulate points/credits worth a free ride in the future. The accumulative point may vary.
As a commitment to public safety and our safe riding policy, We enforce parking regulations in restricted areas to comply with effective parking guidelines. Theses parking prohibited areas can be seen on our Parking zones guidelines.
Parking Guidelines
When parking, it is essential for riders to follow the guidelines laid out below in order to keep the public road safe, keep themselves safe, keep the environment clean, making our vehicle share services available and accessible to other riders and most of all, to avoid penalties
1. Rider must endeavour not to obstruct the effective use of footways and other public spaces.
2. Riders must follow all safe riding policy to avoid causing any danger to themselves, other road users and the general public
3. Riders must avoid parking vehicle on unauthorised private lands by using the parking zones guidelines.
4.Restrictions applicable to eligible parking zones on the footway are:-
Ride Cost and rates
Our Shared vehicle hire service is charged at a fixed cost per ride at a per minute rate. This rate may be affected by other factors like where riders start their ride and where they end their ride, parking charges, permit charges and taxes payable as agreed in our terms and conditions.
Cost may also reflect regulatory charges, rider liability insurance for third party damages caused by rider.
Please see the Thtenn App for hire charges
We accept major credit and debit cards, Apple pay, Google pay and Thtenn Coin converted from your accumulated points. We also operate a cash loading system for points/credits in Thtenn App. Our riders are able to use our vehicles once they add their payment details.
To update a payment method
1.Open the app menu
2.Tap payment
3.Tap Add or remove
4.Select the details to update
5.Tap done to save your payment details.
Loading cash to your points/credit to thtenn App
1.Open the App menu
2.Tap payment
3.Select thtenn coin
4.Type the amount you want to add and then tap buy
5.Tap done to save your coin.
Riders will need to reload when coin balance is insufficient to pay for a ride or when the balance is zero.
If you are experiencing any challenges, please submit a complaint to other Thtenn vehicle problems (OTVP) or email us at appaccounts@thtenn.com and a member of the Thtenn Team will be available to resolve it.
The first step is to download Thtenn app on your phone. Once you create your account, choose a service, locate a vehicle close by on the in-app map and scan the vehicle's QR code to unlock it.
Your Driving Licence is your cycling access.
Users must have the category Q entitlement on their driving licence to use Thtenn Bike. A full or provisional UK driving licence for categories AM, A or B is ideal for this as proof of entitlement as it includes category Q. To upload your driving licence and get on a thtenn bike, please click here.
To download Thtenn app, simply click here and you'll automatically be redirected to the relative download page for your mobile device. You can also search Thtenn in App Store or Google Play.
To locate thtenn vehicle, please use the App and head to where they appear on the map by using the locator map provided. If you are still having troubles locating thtenn bike, please take the following steps: -
Unless parked incorrectly, our bikes are very visible and strategically distributed and deposited for easy public access.
Yes. we recommend that you wear a helmet at all times when riding our vehicle to protect your brain and save your life. Not wearing a helmet may be classed as a contributory factor of your negligence and may affect your insurance cover and accident claims.
We recommend that you Wear a helmet of CE-standard, equivalent or a higher design standard that has been properly sized, fitted and fastened according to the manufacturer’s instructions and all other suitable protective equipment when using the Vehicle.
Unless parked incorrectly, our bikes are very visible and strategically distributed and deposited for easy public access
We recommend a cruise speed of 10-15mph(max) on public road for public safety. We also recommend that you ride responsibly and observe all road traffic rules and regulations for your safety.
The fair for using our vehicle is shown in the app. To know the exact cost, please download the free thtenn app to take advantage of our affordable prices.
Our vehicle can only allow one person per vehicle. You must observe all road traffic rules in order to avoid fines for careless or dangerous cycling as it is unsafe to ride a single seat bicycle with 2 or more people onboard due to balance and weight that may affect the functions of components like brakes, tyres, rims and hub, leading to a serious accident and injuries.
Riding with extra person onboard may be classed as a contributory factor of your negligence and may affect your insurance cover, ridership and membership account.
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