The smart lock of your bike is on power saving mode to save batterie. Therefore, you have to punch the saddle or shake the bike slightly every time before unlocking in order to "wake up" the lock.
If you're using the App:
Punch the saddle or shake your bike slightly, wait for a couple of seconds until the LED light from the lock goes from green to blue. Then proceed to unlock via the app.
If you're using an RFID Card:
Punch the saddle or shake your bike slightly and directly hold the card onto the smart lock to unlock. No need to wait.
If this is not helping, please call our customer care hotline 030 863283080. Our working hours are Monday - Sunday from 08:30-21:30 hrs.