There may be different conditions that do not allow you to open a trip. For example, balance due, another trip open or an expired plan.  You’ll see the reason on the app when you tap on the Open Trip button. 

You will need to have Bluetooth enabled to open a trip with the Virtual KeyCard and ensure the Ride On UK app has the appropriate privacy permissions to use Bluetooth on your device.

If you have Bluetooth enabled, a valid plan and the dock doesn’t release the e-bike, try another dock. If there is still a problem, please send an email to stating the dock number and giving as much details as possible about the problem you are having.