FAQ

Answers and questions at a glance

Questions on the app

City Pack Download

I have a voucher code for the app. How can I redeem it?

You can use the voucher code directly in the app to redeem a city pack of your choice. Follow the instructions below to  access your free download:

Android app:

  • Select the app menu and tap next to your current city (or next to the item that says “get your city”, if no  city has been installed yet) on the small arrow on the right hand side
  • Tap on the blue “+” symbol in the bottom corner
  • Select your city of choice from the list and tap on “download city pack”

iOS app:

  • Tap on “add” on the app home screen
  • Select your city of choice from the list and tap on “install”
I have activated a city map with a voucher code. Can I recover it in the event of any data loss?

Yes, as long as you have been already registered in the app before the map was lost. In this case, the activated city was automatically linked to your Bike Citizens account and can be downloaded again any time for free after the app has been reinstalled. You just need to log in with your previous user account and re-download your city pack.

We are not able to restore redeemed vouchers, if you have not previously registered and the voucher could therefore not be matched with a user account.

I have acquired a city pack via in-app purchases. Can I recover it in the event of any data loss?

Purchased packages are billed via the Google Play Store or iTunes and linked to your Store account. If the app is reinstalled on the same or another device, the previously purchased package can be restored without you having to pay again, as long as the same Store account is set up on your device.

Routing

How does selected Bike Type affect the routing?

The selected Bike Type primarily affects the choice of road surface over the course of the recommended route. For example, when selecting “Road Bike”, sections of the route that include cobblestones or unpaved surfaces will usually be avoided. Or if you selected a Bike Type other than “Mountain bike”, the routing will try to bypass sections that include tram tracks, particularly if the “Balanced” option has been selected on the Routing Profile.

How does the selected Routing Profile affect the routing?

The choice of Routing Profile determines the extend of detours that will be accepted in order to avoid routes that are not as bicycle-friendly (e.g. busy roads).

  • When choosing the “Balanced profile, greater priority is given to dedicated cycling infrastructure or smaller residential streets. Whenever possible, the routing will try to avoid “uncomfortable” road sections, even if this makes the journey a little bit longer.
  • The “Fast profile is aimed at experienced cyclists who prefer to reach their destinations quickly and who also feel confident on roads with heavier traffic. The quickest route that is calculated must not necessarily be the shortest route, if it is possible to avoid a number of right and left turns along the way.
  • The “Balanced” profile is a middle way between the other two profiles and is aimed at reasonably experienced cyclists who want to reach their destinations without too many detours in a relatively stress-free way.

Route tracking & Data use

What are the benefits of tracking my rides?

1) The tracking allows you to look back on your completed journeys on your app dashboard which includes a statistical overview and a graphical representation of your activity in the form of your personal heat map. This is intended to both motivate users to get on their bikes more regularly and to also illustrate how well suited the bicycle is as a mode of transport in metropolitan areas.

2) It is possible to extract a great deal of useful information on a city’s cycling infrastructure if many users track their rides. For example, the information can help with decisions on infrastructure improvements or help with coordinating traffic light sequences more efficiently. This is why we provide town planning offices and research institutions with anonymised tracking data that are generated while using the app.

3) The information collected with the tracking can also help to improve the Bike Citizens routing. This means, for example, that we could calculate average waiting times at junctions and thereby improve route recommendations.

Can the route tracking be deactivated?

Yes, route tracking can be activated and deactivated in the app settings at any time.

When will my journeys be logged?

As long as the route tracking is activated in the app settings, your journeys will be recorded both as you use the navigation feature and when you use the bike computer.

What sort of information is saved?

If the route tracking is activated, the following information is periodically collected along the travelled routes: Location, time stamps, current GPS accuracy, height above sea level and the direction according to the compass sensor.

In addition, the following information is sent per journey: a serial number that is randomly generated when the app is installed (so that the different journeys can be associated), the smartphone model, the operating system version, the app version and the time (e.g. at the beginning and at the end of the journey).

How is the data stored?

Personalised location data is stored on our servers. This means that individual journeys are linked to the login details and can then be viewed in a personalised view on a dashboard. The transfer of personalised data between your smartphone or computer and our servers is always encrypted. In addition, the password in the server database is stored in an encrypted form (using Salt). The database servers are located in Germany or Austria.

What happens to the information that is collected?

The information that has been collected is used for the following purposes:

  • Processing of statistical and visual information for personal and collective views
  • Data analysis in order to improve the app routing
  • To generate personalised and collective graphical representations (e.g. one year of pedal power)
  • Calculation of aggregated data (e.g. on a city level) and to present this information on websites
  • Mini dashboard in the app

In the planning:

  • Enable users to download their data in GPX format (and other formats, if necessary)
Will my information be passed onto third parties?

As a matter of principle, we do not pass on your data to third parties, except for projects that directly or indirectly benefit our users, such as those that improve the cycling infrastructure (e.g. passing on aggregated data to city authorities to help them identify areas that require development) or that improve the app routing (such as the BikeWave research project). In the event that information is passed onto a third party, any recorded data is always anonymised. Information is never passed onto third parties for marketing purposes.

When are my journeys uploaded and how large is the data volume?

Your journeys are automatically uploaded when you arrive at one of your destinations or when you manually end the tracking. It is possible to change the settings so that any uploads will only take place if there is a Wi-Fi connection available (Settings – “Upload Policy”).

If the upload does not happen straight away, the journey that has been saved is not lost. Another attempt to upload this information will be made the next time the app is opened.

The amount of data to be transferred per journey depends on several variables and primarily on the length of the journey. Experience tells us that the data volume per minute is around 10 kB.

Feedback & Problems

Where can I report problems or errors?

Please send us a description of the error, including information about your smartphone, operating system version and your user name (if available) to info@bikecitizens.net. It may also be helpful if you are able to send us a screenshot of the error message or a the problem screen. We will get back to you as soon as possible.

I have feature requests, suggestions for improvements or would like to submit feedback on the app.

We are always happy to receive any feedback. Simply send us your thoughts and suggestions to info@bikecitizens.net or visit our feedback forum. Thank you!

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