Frequently Asked Questions
What is the Ambici service?
The Ambici service is a transport system for individual use that allows regular trips to be completed in the Barcelona Metropolitan Area by bicycle, in a sustainable, healthy, economical way, and fully integrated with the public transport system of the territory, facilitating intermodality with other means such as the train, the subway, the tram or the bus.
Where is the Ambici service provided?
The Ambici service plans to serve 15 municipalities of the first metropolitan area: L’Hospitalet de Llobregat, Badalona, Cornellà de Llobregat, Santa Coloma de Gramenet, El Prat de Llobregat, Esplugues de Llobregat, Sant Feliu de Llobregat, Sant Adrià de Besòs, Sant Joan Despí, Sant Just Desvern, Molins de Rei, Sant Boi de Llobregat, Viladecans, Gavà and Castelldefels. It will start operating in Cornellà de Llobregat, El Prat de Llobregat, Esplugues de Llobregat, Sant Joan Despí, Sant Just Desvern and Sant Boi de Llobregat at the beginning of the year and will be extended to the remaining municipalities over the next three months.
Where is the use of Ambici bicycles allowed?
In order to complete the journeys between two service stations, the use of bicycles is allowed in urban areas (included polygons) of the 15 municipalities where the service is offered, and in the interurban connections of the Bicivia network between the 15 municipalities.
How can I register? / How can I subscribe to the Ambici service?
You can subscribe to the Ambici service on the website (www.ambici.cat) or in the mobile application of the service, accessing the user area. If you are not registered, you must sign up for a JoTMBé account. Next, you must choose a subscription, enter your information, and follow the steps indicated to make the online payment. You will receive an email confirming your subscription to the Ambici service subscription.
How can I subscribe if I am between 16 and 17 years old?
People between the ages of 16 and 17 will need a bank card compatible with the secure Internet shopping protocol and provide the following documents during the subscription process in the service user area, via the web:
- Authorization signed by your father/mother or legal guardian
- Original or photocopy of the DNI or NIE of the minor and of the legal guardian who performs the discharge.
- Original or photocopy of the family book or birth certificate.
- Conditions of Use of the service signed by the legal guardian
Customer Service will review the validity of the documents as quickly as possible and will inform the user by email how to continue with the registration process.
How can I cancel my subscription?
To cancel your subscription, you must modify the automatic renewal in the user area. Otherwise, once the validity period of the subscription has ended, it will be automatically renewed by charging the corresponding credit/debit card according to the current price. For this purpose, 14 days before the end date of the title, the user will receive an email or notification via mobile application, informing them that it will proceed to its automatic renewal. If the user decides not to renew the title, they must communicate it at least 7 days in advance. Remember that you can enjoy the service until the last day of the effective date of the subscription.
How can I change my personal data?
You can easily modify the personal data of your account (except your DNI/NIE and your date of birth) from your private user area on the website (www.ambici.cat) or in the mobile application. In the event of an error in your DNI/NIE and date of birth, you must contact the customer service telephone number.
How can I cancel my account and what happens to my remaining balance?
To cancel your account, you have to contact customer service by phone 900747152 or email email@example.com. To cancel your account, you cannot have any outstanding debt.
How do I pay for Ambici, how is billing done and where can I retrieve the invoices?
The annual subscription fee for the Ambici subscription is paid at the time of registration via bank card. Remember that, currently, and due to European regulations for online payments, you must authenticate yourself following the method defined by your bank. If you have selected automatic renewal within the private zone, the annual fee will be charged automatically to the bank card you have associated, when one year has passed from the start of the subscription. Journeys that entail a cost will be charged to the user’s bank card once a week, grouped together with the journeys that the user has made in the same period of time. That is, each week the additional charges will be grouped, and the charges will be made. Users will also have a breakdown of these trips in the history and in the private area of the website and mobile application.
What happens if my customer account is in the red?
If your account has an outstanding debt to pay, it will be temporarily blocked until the outstanding amount has been paid. Please, in such a case, contact the user service.
How can I contact the customer service?
You can find the contact channels with the user service in the mobile application in support and on the page of each website of the scheme. The main channels are the telephone (900747152), email (firstname.lastname@example.org) and in person at the customer service offices.
Why was my account deactivated?
You probably have an outstanding debt. Check this in your customer account and contact customer service.
When will I receive my invoices?
You can download your invoices in the private area of the mobile application and the service’s website (www.ambici.cat).
Use of bicycles
Where can I rent a bike?
You can rent a bike at one of the Ambici stations. You can easily see where the stations are located on the location map of your Ambici service app or on the website. Before starting your trip, make sure there are free spaces to return your bicycle at the destination station.
How can I rent a bike?
Scan the QR code on the bike through your mobile app or place your Ambici card on the RFID reader located on the back of the bike. The lock will open automatically.
Where can I return my bike?
You can return a bike at one of the Ambici stations. You can easily see where the stations are located on the location map of your Ambici service app or on the website.
How do I return my bike?
Return your bike to an official Ambici service station. Place your bike in one of the free anchors and close the lock by pressing the lever down. Update your app to make sure the rental is up. Check the map for information on the stations near you.
Can I park my bike during the rental?
No, it is forbidden to park a bicycle outside the station.
How do I recognize an official station?
All stations are marked on the map in the app or on the website with large markers.
What do I do if a terminal is out of order?
You cannot park your bike at an out of service station. On the location map of your Ambici service mobile application or on the website (ambici.cat) you can easily see where the stations are. You can see the status of the stations (active or out of service) before starting the trip.
What happens if I return my bike away from stations or outside the flex zone?
Not returning your bicycle correctly at a station is an act that is considered a breach of service, and the measures indicated in the Terms & Conditions regulating access and use of the public bicycle service complementary to public transport will be applied to you.
The return was not recorded. What should I do?
Please report failed returns immediately to our customer service via app support or the hotline and have the bike number, the parking location and the actual use time ready. Our customer service can be contacted via Ambici app under support or via the hotline (900747152).
Can I rent several bikes parallely with one customer account?
You can only rent one bicycle with your subscription to the Ambici service.
What do I do if my bike has a defect?
Defects can be easily reported to our customer service through the mobile application, by phone (900747152) or by email (email@example.com). Please check the bike for any obvious defects before you start your trip, or before you rent it, and report any damage to us so that the bikes can be locked up and repaired as soon as possible. If you left with a bike and only then noticed a defect, you have up to 5 minutes to return it to the station of origin of the trip. Unfortunately, we cannot refund any costs if you have continued to use the bike despite obvious defects.
The frame lock does not open. What shall I do?
First check whether a spoke is blocking the lock by turning the rear wheel slightly. Then open the active rental in your app and click on ‘open lock’. Unlocking will be initiated again. If the frame lock does not open even after another attempt to open it via the app, our system automatically detects this after three minutes and cancels the rental. No costs will apply. Please check the cancellation in your app and contact our customer service if it is still active after three minutes.
For how long can I use the bike continuously?
You can use your bike for a maximum period of 2 hours. The use of the bicycle is divided into periods of 30 minutes up to 2 hours. After 2 hours, other fees and penalties apply. Please check the bike rates and the Terms and Conditions of the service.
What is the minimum time between trips?
The use of another bicycle is only permitted 10 minutes after the return of the previous bike.
When does my responsibility for the bicycle end?
As a user subscribed to the service, you are responsible for the bicycle from the moment you pick it up at a station until the moment you leave it properly anchored at another station or at the same station. It is your obligation to check the correct return of the bicycle.
What is the maximum load of the bikes?
The maximum load of our e-bikes is 100 kg, of which a maximum of 5 kg may be transported in the basket.
What bike types does Ambici offer?
The fleet of Ambici service bicycles is 100% electric, with pedal assistance. Specifically, the e-SMARTbike 2.0 model, which offers the facility to maneuver in an agile and safe way, maintaining control of the bicycle, in an urban environment, and has a central motor located in the lowest position of the bicycle. Thanks to this configuration, when the user uses the bicycle, a low center of gravity is configured that makes the body position more upright, which guarantees that the user feels safe during the journey and improves their driving experience and maneuverability, especially in the most complicated curves and terrain. This helps improve your overall ride as weight is better distributed throughout the bike.
How much does Ambici cost and what tariffs are available?
The prices of the Ambici service will be those that are published and are in force on the website at all times for each modality. You can check the bike rates here. In any case, the amount corresponding to the subscription to the system, the prices for the use of the bicycles and the amount of possible sanctions for non-compliance will be those established in the Contract. Currently, the Ambici service has a subscription with an annual amount that allows subscriber users to temporarily have an electric bicycle to travel between stations as many times as they want during a year, and fees are applied for use according to the duration of the trip, up to a maximum of 2 hours of travel. Remember that the service is prohibited to persons under 16 years of age. People between the ages of 16 and 18 will need an authorization signed by their parent or legal guardian.
How can I book a bike?
From the mobile application of the service, you must select the station in which you want to reserve the bicycle. You will have to choose the bike you want to reserve and hit the reserve option button. Once the reservation is accepted, you have 10 minutes to pick up the selected bike or to cancel the reservation. Once at the station you have to pick up the selected bike.
How much does the bicycle reservation service cost?
The reservation will have no cost for users, but there will be a limitation if misuse of the service is detected.
What are the rules for reserving bicycles?
If there are 3 unused bookings within a period of 3 weeks (that means, a user requests the reservation from the mobile application but does not go to pick up the bicycle within the established 10 minutes), he will not be able to use the reservation service for a period of 3 weeks (21 days).
What is it and how do you apply for the Ambici card?
The main access to the Ambici service is the mobile application. However, users who wish can request, from their digital user area (mobile and web application), a contactless smart card to access the service, optionally, and with a cost of issuing and sending the card. The new card will be sent, within a period of approximately 10 days, to the shipping address that appears in the user area. While the card does not arrive, you can use the mobile application to pick up bicycles from the Ambici service.
How is the Ambici card activated?
The card is sent without activating it to the address that appears in the user area. To activate the card, users must call (900747152).
What can I do if my card has been lost or stolen?
If your card has been lost or stolen, you can block it, and it will be inoperative, it will not be able to be used to take a bicycle. In case you find it again, you can activate it again If you cannot find it, you will need to request a duplicate card to use the Ambici service through the card. Remember that while the card does not arrive, you can use the mobile application to pick up bicycles from the Ambici service.
How to block the Ambici card?
Users can block the card by calling (900747152). With this option, the Ambici card will become inoperative and cannot be used to take a bicycle.
How to request a duplicate of an Ambici card?
Users who wish to do so can request a duplicate of the Ambici card from their digital user area (mobile and web application), with a cost of issuing and sending the card. With this option, the old card will be cancelled. The new card will be sent, within a period of approximately 10 days, to the shipping address that appears in the user area. Remember that while the card does not arrive, you can use the mobile application to pick up bicycles from the Ambici service.
What can I do if I have not received the Ambici card?
If after 10 business days you have not received your Ambici card, you can contact (900747152) to verify that your address is correct and request a new shipment.
What are the Ambici service hours?
The Ambici service works for 19 hours, from 5 in the morning to 12 at night, every day of the year. The maximum time that the return of a bicycle is allowed is at 12 at night.
What are the hours of the Ambici telephone service?
The Ambici service telephone service hours are the same as the service, from 5 in the morning to 12 at night every day of the year.
Who are the Ambici service supervisors and what is their role?
The Ambici service supervisors are personnel authorized by the service, in charge of assisting subscribers, with the aim of ensuring the proper functioning of the service. In the contract that subscribers sign with the service, it is expressly indicated that the figure of the service supervisor is known and accepted, as well as that they agree to collaborate with their functions. The services carried out by this supervisor help to improve the operation of the Ambici service. They carry out personalized work in situ of advice to the subscriber/da in relation to the use of the service.
What do I do if my bike is stolen?
In the event that your bicycle is stolen, you must first report the customer service line as soon as possible. You then have 2 hours to go to a police station and file the corresponding complaint. You must deliver the original of this complaint as soon as possible to the customer service office.
What should I do if I have an accident?
If you have suffered an accident while using the Service, you can contact us through the user service telephone number. Once the notification of the accident has been submitted, it will be the insurance company that manages the case.
Where are the customer service offices?
The user service office is located at Paseo dels Ferrocarrils Catalans 142-144 in Cornellà de Llobregat, a 4-minute walk from the Almeda de Ferrocarrils de la Generalitat de Catalunya station.
Bicing - Ambici
What is bicing?
Bicing is the urban transport based on the shared use of bicycles in the city of Barcelona (see https://www.bicing.barcelona/es).
How will the Bicing service and the Ambici service coexist?
Ambici service bicycles are not compatible with Bicing service stations; and Bicing service bicycles are not compatible with Ambici service stations. Each service has its own non-exchangeable stations, bicycles and user fees. However, Ambici service stations will be installed to act as a bridge with the Bicing service stations in the areas bordering Barcelona with the municipalities of Hospitalet de Llobregat, Esplugues de Llobregat, Sant Adrià de Besòs and Santa Coloma de Gramanet. Thus, the user of both services can leave the bicycle from one of the services and take the bicycle from the other service.
Where will the bridge stations be located?
Up to 7 bridge stations are planned, located in the following locations:
- Barcelona – Sant Adrià de Besòs, UPC Campus – Diagonal Besòs
- Barcelona – Sant Adrià de Besòs, La Pau
- Barcelona – Santa Coloma de Gramenet, Baró de Viver
- Barcelona – Esplugues, University Area
- Barcelona – l’Hospitalet de Llobregat, Ciutat de la Justícia
- Barcelona – l’Hospitalet de Llobregat, Riera Blanca
- Barcelona – l’Hospitalet de Llobregat, Collblanc
You can easily see where the stations are located on the location map of your Ambici service app or on the website.
Is the Ambici service an extension of the Bicing service?
No, both services are independent, but with many similarities.
Preferential conditions for the use of Bicing and Ambici?
To facilitate the combined use of both services, Bicing and Ambici, Barcelona City Council and the Barcelona Metropolitan Area will offer a metropolitan rate with preferential conditions for users who subscribe to both services.
Where can you buy the combined tarrif with preferential conditions?
You can subscribe to both services with preferential conditions on the website (www.ambici.cat) or in the service’s mobile application, accessing the private user area. The rate with preferential conditions will be enabled from March 1, 2023.