[09:14:08] Customer: Hi, I’m at the Riverside Station and the app says there are six bikes available, but every bike is locked.

[09:14:31] Support Agent: Hi! I’m sorry about that. I can check the station status for you. Which city or service region are you in?

[09:14:44] Customer: Waterloo Region. The station is beside the transit terminal on King Street.

[09:15:12] Support Agent: Thanks. I found the King Street–Riverside Terminal station. Two bikes are currently available; the others are reserved or awaiting maintenance. Have you tried bike 1847 or 1923?

[09:15:38] Customer: I tried 1847. The dock flashed red after I scanned it. I haven’t tried 1923.

[09:15:55] Support Agent: Please try 1923. Before scanning, make sure Bluetooth and location services are enabled, then hold the QR code steady until the app confirms the unlock.

[09:16:27] Customer: It spun for a few seconds and now says, “Unlock failed—trip already active.”

[09:16:46] Support Agent: I see an incomplete trip on your account from 09:07 at Uptown Square. Did you return a bike there earlier this morning?

[09:17:01] Customer: Yes, bike 1762. I pushed it into the dock and it beeped.

[09:17:30] Support Agent: It appears the dock registered the bike physically but didn’t close the trip. I can confirm bike 1762 is secured at Uptown Square, so I’ve ended the trip at 09:07 and removed the extra seven minutes.

[09:17:44] Customer: Thanks. Will I be charged anything?

[09:18:02] Support Agent: Only your standard pass usage applies. There’s no overage charge, and the correction should appear in your trip history shortly.

[09:18:18] Customer: Okay, I tried 1923 again and it unlocked.

[09:18:29] Support Agent: Great! Your new trip is active. When you return the bike, wait for a green dock light and check that the app shows “Trip ended” before leaving.

[09:18:41] Customer: Got it. Also, is there a station near Grand River Hospital?

[09:18:59] Support Agent: Yes. The closest is the Hospital Main Entrance station on Park Street, about a two-minute walk from the main doors. It currently has four open docks.

[09:19:13] Customer: Perfect. Thanks for fixing that so quickly.

[09:19:22] Support Agent: You’re welcome! Ride safely, and let us know if you have any trouble ending the trip.