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Need assistance?

 

If you have questions or you encounter problems while using Villo! you can contact us:

 

phone

             or +32.2.274.22.41

 

Or you can take a look at our FAQ.

 
 

Download here the

General Conditions

of Access and Use of the  Villo!

How can I contact Villo?

You can contact the Villo! service:
• by calling 078/05.11.10. The call centres are open from Monday to Friday from 8am to 6pm (cost of a local call). Outside of these hours, you can leave a message. Our call centre will get back in touch with you during office hours.
Keep your identification number (for both short term as long term users) and if possible the number of the docking station at hand if you want to contact us in case of a technical problem.
• via post: Villo! - Allée Verte 50 - 1000 Brussels
• via our website: www.villo.be
• via our Facebook page: get the latest news, post your messages and benefit from the tips and tricks posted by other users.

What do I do if I can't reach the call centre?

If you can't reach the call centre (078/05.11.10), you can leave a message on the voice mail explaining your problem and stating your name and contact details. Our team will try to contact you as soon as possible.

Can I hire two bicycles with one subscription card?

No, bicycle hire is registered to a particular name and serves as a guarantee of the bond of 150 €. Therefore, you can only hire one bicycle at a time with one subscription card.
You can however hire multiple bicycles using only one credit card and buy as many tickets as you need bicycles. The bond (€150) is calculated on the quantity of tickets bought (300€ for 2 bicycles, 450€ for 3 bicycles, etc.).

Can I lend my subscription card or my 1 or 7 day ticket to a third party?

As you are responsible for your bicycle, we advise against lending a yearly subscription card or a short term ticket to a third person. When you subscribe, you accept the General Conditions of Access and Use. From that moment on, you are liable.

Where can I find a map of the docking stations?

Every terminal has a map of the docking stations. You can also check the available docking stations on the website or via the mobile app Allbikesnow, available for smartphone.

How can I find out where there are available docking stations and bicycles?

Wait for the light to turn green after you have docked your bicycle. You will also hear twee short beeps to confirm the bike has been docked correctly. If however, the light remains red, it means your bicycle has not been correctly docked. Should this occur, you can lift the Villo! up by its saddle to better control the movements of the bicycle. If you have succeeded in docking the bicycle, the light will turn green.
When in doubt, contact the call centre at 078/05.11.10.

There are no docking stations available. How can I return my bicycle?

You can check the map of docking stations on the menu of the terminal. This map will show you the available docking stations and bicycles in real time.
You can also find this information on the Villo! website and via the mobile app AllBikesNow on your smartphone. With the app you can check the interactive map of stations and obtain information on the availability of bikes and docking stations and locate the nearest station.
You can also check the bicycle panels above some of the JCDecaux billboards.

How can I unlock the bicycle?

When you take out a bicycle, you have to stand near the docking station of the bicycle you have chosen and press the button to release the bicycle. No use forcing the system, the bicycle will automatically unlock.

How can I be sure that my bicycle is properly locked in the docking station?

Wait for the light to turn green after you have docked your bicycle. You will also hear twee short beeps to confirm the bike has been docked correctly. If however, the light remains red, it means your bicycle has not been correctly docked. Should this occur, you can lift the Villo! up by its saddle to better control the movements of the bicycle. If you have succeeded in docking the bicycle, the light will turn green.
When in doubt, contact the call centre at 078/05.11.10.

The terminal is asking me to dock my bicycle but I already did. What should I do?

Your bicycle has not been docked correctly. Please contact our call centre at 078/05.11.10 and provide them with the following details:
• Number of the bicycle
• Number of the station
• Number of the docking station
A customer advisor will guide you through the steps.

 

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