“Unknown error” in the Gira App prevents access to the free pass: “as I was tired of it, I decided to get the annual pass and pay 25 euros”. EMEL identifies the problem: authentication of the tax address with the TML.
Since 2023, Lisbon residents with the Navegante pass can use bicycles for free Tourbut an “unknown” technical problem has frustrated many users, the latter reveal to .
Despite being eligible for free use of Gira bicycles, a local reveals to the radio that a “unknown error” in the application prevents the association of your Navegante pass, forcing you to pay 25 euros for the annual pass.
“It’s a bad sign for promoting a more sustainable city”, he comments: “as I was tired of it, I decided to get the annual pass and pay 25 euros”.
Others share the same problem: failures when logging into the application e unavailability of bicycles listed as available are common complaints.
Although updates in November 2024 resolved some issues, the free pass problem persists, and leads users to abandon the service or resort to mobility alternatives.
EMEL AND TML recognize and explain failures
The Lisbon Mobility and Parking Company (EMEL), responsible for Gira, and Transportes Metropolitanos de Lisboa (TML), which manages the Navegante pass, recognize the existence of flaws in the integration of their systems.
According to EMEL, the difficulty lies in authenticating users’ fiscal address with the TML, which has been a barrier to activating free access.
“There was an effort to make both systems compatible, but the state of evolution is not yet perfect”, says EMEL to Antena 1, which says it is “in a phase of remodeling” the software and has reinforced EMEL stores and support to the customer.
EMEL reported that more than five thousand people have already requested free Gira, but did not clarify whether all requests were resolved or when the problem began to be detected. To mitigate the effects, promotional codes were distributed to affected users, but many claim to have been unable to use them.
A new app for Gira is expected to be released this year.
