It could be a network delay, so please try 

-Closing the app, wait 10sec and try again. 

-Make sure the lock isn't hitting a wheel spoke or any other blocker when trying to close.

-Contact support at info@tootlebike.ca if the issue persists.

Please raise a ticket in the system, our support team will end the ride. If there is any surcharge, we will credit your account

Yes we do, head to the menu (top left on the map screen )and  click on the ride pass or promotion button

Please raise a ticket with picture so we can repair the bike and refund any  charges that may incur. 

While in an active rental your ride can be paused and locked ANYWHERE. A pause fee will apply if not on a ride pass.