They will reimbourse you.
It’s even nastier than that.I had a bike that had issues and it’s electronic system probably crashed and wasn’t able to register the locking. Then some technician probably took the bike to repair but might have forgotten to register that or wasn’t able since it was crashed. So I had a bike booked for more than 4 days until they might have switched it on again and the system found it and correct the problem. Another time I had a bike lock frozen that didn’t open. It showed that was locked. I tried another bike and I got it working. The problem is that the first bike was also unlocked according to the system. With the new system that was in service before the change of abo, it was/is possible to rent two bikes at a time, where the first was yours (free on my abo) and the second had to be paid… Big mess. Support is super responsive, helpful and did solve all my issues. Probably because they know the whole system is a big unorganized mess.
At the end I stopped using it only for the additional costs that I incur with the new costs levels. I hated looking for a bike and walk a bit on one of the stops I usually use, but it wasn’t so bad. Even the typical issues were mostly easy to solve (I did also hate the saddles when they were pointing upwards).
At the beginning I had to call the support like once per week for unclosed bookings. They might have improved the software.