Frequently Asked
Questions

Becoming a Citi Bike Annual Member

Annual Membership Rates, Billing and Fees

24-Hour and 7-Day Citi Bike Access Passes

24-Hour and 7-Day Access Pass Rates, Billing and Fees

Using Citi Bike Bicycles

Troubleshooting

Becoming a Citi Bike Annual Member

How do I become a Citi Bike member for a year?

Annual memberships are available for purchase online only. All Citi Bike memberships require a valid credit or debit card on file, and payment may be made with either MasterCard or Visa. Members must be at least 16 years of age. Your one-year membership begins from the day you activate your key, not from the day you sign-up online, you can choose to activate your key at your convenience.

Top of page

Is a security deposit taken when I become a Citi Bike member?

Annual members are not charged a security deposit.

Top of page

I've signed up online. Can I use Citi Bike immediately?

Citi Bike will mail you your Citi Bike membership key usually within 3-5 business days of receiving your registration. When you get your key in the mail, go online to activate it and you're ready to ride!

Top of page

When will I receive my Citi Bike key?

We will mail your key usually within 3-5 business days of joining Citi Bike. If you have not received your key ten business days after signing up, please call to speak with a customer service representative at 1-855-BIKE-311 (245-3311).

Top of page

I've received my Citi Bike key! Now what?

Before the key can be used to unlock a bike, you must activate it by logging into your account via the Log In tab at citibikenyc.com/login using the username and password you chose when registering for your membership.

Top of page

Will my membership be automatically renewed upon expiration?

Citi Bike offers you the option to enroll in the Auto-Renew Membership feature, so you never have to worry about a day without access to the system. Enrollment in Auto-Renew means that on the day your membership is dated to expire, your membership will automatically be renewed for another annual membership period.

All annual memberships are enrolled in the Auto-Renew feature by default. You can adjust this setting in your Member Profile or by calling a Customer Care Representative at 1-855-BIKE-311(245-3311).

Members that are enrolled in the Auto-Renew feature will receive an email confirming when auto-renewal of their membership has occurred.

Top of page

Can I lend my Citi Bike key to someone else?

No, your Citi Bike key is not transferable. Inappropriate use or sharing of keys will result in membership termination and any overtime fees and/or potential damages charges will be settled against your credit card.

Top of page

Does Citi Bike offer any discounted Annual Memberships?

Citi Bike offers discounted Annual Memberships to NYC Housing Authority residents ages 16 and up. Additionally, select Community Development Credit Union members are eligible for discounted memberships. Find more details on discounted membership options at citibikenyc.com/pricing/discounted.

Top of page

Can I purchase a gift certificate for an Annual Membership?

Yes, gift certificates for Annual Memberships, 24-Hour and 7-Day passes are available for purchase online through Citi Bike's store. Find more details about how your recipient will redeem his or her gift certificate here.

Top of page

How do I redeem a gift certificate for an Annual Membership?

Find detailed instructions on how to redeem a gift certificate for an Annual Membership here.

Top of page

Annual Membership Rates, Billing and Fees

When does my annual membership begin?

Your annual membership period begins when you activate your key, not when you sign up online. You can activate your key at your convenience. For members who sign up before launch, this means that you annual membership will not begin until you activate your key, which you may choose to do the same day at the system launches.

Top of page

Are the first 45 minutes always free for Annual Members?

As an Annual Member, the first 45 minutes of every trip are free. Trips that last longer than 45 minutes will incur overtime fees. A trip ends when a bike is securely returned back to a Citi Bike station. You may take as many trips as you want during your membership period.

If you would like to take a bike for an extended period of time, we recommend that you rent a bike from a local bike rental location. Please visit our Resources page for a list of bike shops and rental locations by borough.

Top of page

How will I be charged after the first 45 minutes?

Please visit our pricing page for overtime fee details.

Top of page

How will I be billed for my membership and overtime fees?

Annual Members will be billed membership charges immediately upon submitting their application through the Sign Up page. Overtime fees, as well as any damage or service fees incurred, will be billed on the 3rd of each month of your membership.

At any time you may log into your member account at citibikenyc.com/login to view your billing statements, which will include all membership charges and fees.

Top of page

Why do you need to have my credit card information on file?

Because overtime fees apply to trips lasting longer than 45 minutes, we need a credit card on file for each Annual Member in case these fees are incurred (that is, in case a member takes a trip lasting longer than 45 minutes). Annual Members are billed once a month for overtime fees, if any were incurred. We may also charge a card in the unlikely event of a lost or stolen bike. Note we do not charge a security deposit or hold for Annual Members. Overtime fee details can be found on our Pricing page.

Top of page

24-Hour and 7-Day Citi Bike Access Passes

I only want to ride occasionally or am just visiting town for a short time. How do I purchase access to the system?

You may choose to purchase a 24-Hour Access Pass for $9.95 or 7-Day Access Pass for $25. Access Passes may only be purchased at Citi Bike stations, using the touchscreen kiosk.

As an Access Pass holder, the first 30 minutes of each of your trips are free. After the first 30 minutes, you'll be charged overtime fees. You can avoid incurring overtimes fees by returning your bike to any Citi Bike station within 30 minutes of starting your trip. You may take as many trips as you want during your membership period. Read more and watch a quick video about using a Citi Bike access page.

Top of page

Is there a security deposit held when I become a 24-Hour or 7-Day Pass holder?

When you purchase a 24-Hour or 7-Day Access Pass to Citi Bike, a preauthorization hold of $101 per bike is placed on your card account. This is a not a settled charge against your account. It serves as a security deposit and will be released when the hold expires. Holds may last up to 10 days, depending on your credit card company. We recommend using a credit card and not a debit or check card when becoming a 24-Hour or 7-Day member. Using a debit card may result in overdrafts if you don't have sufficient funds in your account to cover the hold.

If you have any additional questions, please call to speak with a Customer Service Representative at 1-855-BIKE-311(245-3311).

Top of page

How do I unlock a bike as a Pass holder?

Once your 24-Hour or 7-Day Pass purchase has been completed, a ride code receipt will be printed. Type the five-digit ride code into the key pad located on a dock with an available bike to unlock the bike and begin your trip.

Ride codes expire after 5 minutes. If you aren't able to use your ride code within 5 minutes, you must obtain another code by swiping your credit card at the kiosk and requesting a new ride code. You are not charged for requesting additional ride codes during your Access Pass period.

If you have any problems, please call to speak with a Customer Service Representative at 1-855-BIKE-311(245-3311).

Top of page

Will my original unlocking code work throughout my Access Pass period?

Nope. A ride code will only unlock a bike for a single trip. When you're ready to ride again, go to any kiosk during your Access Pass period and swipe your credit card. Our system will recognize your card and issue another ride code. No additional membership fees will be charged to your card.

Ride codes expire after 5 minutes. If you aren't able to use your ride code within 5 minutes, you must obtain another code by swiping your credit card at the kiosk and request a new ride code. You are not charged for requesting additional ride codes during your Access Pass period.

If you have any problems, please call to speak with a Customer Service Representative at 1-855-BIKE-311(245-3311).

Top of page

Can I purchase a gift certificate for a 24-Hour or 7-Day Access Pass?

Yes, 24-Hour and 7-Day Access Passes are available for purchase online through Citi Bike's store. Find more details about how your recipient will redeem his or her gift certificate here.

Top of page

How do I redeem a gift certificate for a 24-Hour or 7-Day Access Pass?

Find detailed instructions on how to redeem a gift certificate for a 24-Hour or 7-Day Access Pass here. Keep in mind that you will need a unique credit card for each gift certificate you redeem for identification and security and that a $101 security hold will be placed on this card during your rental period.

Top of page

24-Hour and 7-Day Access Pass Rates, Billing and Fees

Are the first 30 minutes always free for Pass holders?

Yes, the first 30 minutes of each trip during your Pass period are included in the base price. After the initial 30 minutes, it's an additional $4 for the following half hour, $9 for the next half hour, and another $12 for every half hour after that. Please visit our Pricing page for more overtime details.

If you would like to take the bike for an extended period of time, we recommend that you rent a bike from a local bike rental location. Please visit our Resources page for a list of bike shops and rental locations by borough.

Top of page

How will I be billed for my Pass and overtime fees?

Your Pass will be billed to your credit card at the time of purchase. Any overtime or other fees incurred during your Pass period will be charged to your credit card at the end of the 24-Hour or 7-Day Pass period, or when your bike has been returned after you 24-Hour or 7-Day Pass period has ended.

Top of page

Using Citi Bike Bicycles

Tell me more about the bikes.

Citi Bikes are easy, fun and comfortable to use and ride. They feature a step-thru frame that provides a lower center of gravity and ease of access to a wide range of heights. Every bike has three speeds, a bell, front and rear-flashing LED lights and a handy front rack. Plus, the internal hub gears, chain guard and fenders keep you riding clean, confidently and in style.

Top of page

What about the stations?

The stations are solar-powered and modular to allow for easy installation. Each station consists of a variable number of docking ports for the bikes, plus a touchscreen kiosk for the purchase of Access Passes. You'll also find a map of the service area and the surrounding neighborhood that shows the locations of bike lanes, other Citi Bike stations and places to buy a helmet.

Top of page

Do the bikes fit everyone?

Citi Bike bicycles are designed to be used comfortably by people of a wide range of heights, simply by adjusting the seat height. To adjust the seat height, follow the seat post down to where it fits into the bike frame and flip open the quick release lever (a clamp on the right side of the seat post). Raise or lower the seat to a comfortable height and then close the lever to lock the seat securely in place. If you have trouble moving the seat, it can be helpful to wiggle it back and forth a little while pulling it up or pushing it down. Be sure that the lever is open before you try moving the seat.

Make sure the seat is centered by aligning the vertical black line on the silver seat post with the notch in the blue bike frame.

After you have found your right seat height, check the number on the side of the seat post for quick reference and remember it for your next trip.

If you have any trouble adjust your bike seat, please call to speak with a Customer Service Representative at 1-855-BIKE-311(245-3311).

Top of page

How long can I take a bike out?

Pass holders have the first 30 minutes of every trip free and Annual Members have the first 45 minutes of every trip free. Longer rides incur overtime fees.

If your Citi Bike has not been returned and correctly docked at a station after 24 hours, the bike is considered stolen and a fee of up to $1,000 plus administrative fees will be charged to your credit or debit card.

If you would like to take a bike for an extended period of time, we recommend that you rent a bike from a local bike rental location. Please visit our Resources page for a list of bike shops and rental locations by borough.

Top of page

Do I have to wear a helmet?

Citi Bike strongly encourages you to wear a helmet when you ride.

Along with their Citi Bike key, Annual Members will be provided with a manufacturer's coupon good for $10 off the purchase of a helmet at any New York City bike shop (find a list of bike shops by borough our Resources page). You can also call 311 to find out when NYC DOT is offering free helmet fittings.

Top of page

How do I take a bike out of a bike dock?

It's easy! If you're an Annual Member, just dip your Citi Bike key into a dock with an available bike. If you've purchased a 24-Hour or 7-Day Access Pass, simply enter the 5 digit-ride code you received at the kiosk into the key pad on a dock with an available bike.

When the green light blinks on at the dock, lift the bike up by the seat (about four to six inches) and let the bike drop. Then holding onto the handlebar with one hand and the seat with the other hand, pull the bike firmly towards you. Adjust your seat height and roll on!

Remember: Pass holder's ride codes are valid for five minutes and only for a single trip. If you need a new code, just dip your credit card at any kiosk. You will not be charged for requesting additional ride codes during your Pass period.

If you have any problems, please call to speak with a Customer Service Representative at 1-855-BIKE-311(245-3311).

Top of page

How do I return a bike to a bike dock?

Push the front wheel of the bike firmly into the bike dock and watch for the green light to blink on. The green light indicates that the bike is properly secured into the dock. If the yellow light on the bike dock stays on or if a red light appears, pull the bike out and try to re-dock into another empty bike dock.

Remember: the bike is your responsibility until it is properly locked back into a dock.

If you have any problems, please call to speak with a Customer Service Representative at 1-855-BIKE-311(245-3311).

Top of page

How do I ensure that my bike is properly docked?

After you dock your bike, wait to make sure the dock displays a green light. This will let you know that your bike is properly docked. Don't see a green light or want to make sure? Grab the back of the seat and lift up to see if the bike comes back out of the dock. If you can remove the bike from the dock, please try again to dock your bike.

Top of page

Can I take out more than one bike with my Citi Bike key or my credit card?

Your Citi Bike key will allow you to unlock one bike at a time. If you're with a friend who doesn't have a Citi Bike Membership, they can use their credit or debit card to purchase a 24-Hour or 7-Day Pass at the kiosk

Holders of the 24-Hour and 7-Day Pass may take out a maximum of two bikes with the same credit or debit card. Please note that a security deposit of $101 will be held against your credit or debit card for each Access Pass you purchase ($202 if two Passes are purchased.)

Top of page

Troubleshooting

What do I do if the bike isn't working properly?

If your bike is not working properly, just lock it back securely at any Citi Bike station and notify us by pushing the white wrench button on the top of the dock. In case of difficultly re-docking the bike, please call us at 1-855-BIKE-311(245-3311).

Top of page

What do I do if there are no empty bike docks when I want to return my bike?

If you want to return your bike at a station that’s completely full, we'll add an extra 15 minutes of free time to your trip that you may use to return the bike to another station. Simply go to the kiosk at the full station, dip your Citi Bike key (for Annual Members) or re-swipe your credit or debit card (24-Hour or 7-Day Pass holders), and select “Request Time Credit” to add the free time to your trip. You may also check the real-time status of nearby stations to find an available bike dock using the “Nearby Stations” option on the kiosk.

If you have a smartphone, download the official Citi Bike app to view real-time information on bike and dock availability, then plan your trip accordingly.

If you have any problems, please call to speak with us at 1-855--BIKE-311(245-3311).

Top of page

What do I do if there are no bikes available at my station?

Use the "Nearby Stations" option on the kiosk touchscreen to check the real-time availability of bikes are nearby stations.

If you have a smartphone, download the official Citi Bike app to view real-time information on bike and dock availability, then plan your trip accordingly.

Top of page

My Citi Bike key or ride code isn't working! What do I do?

First, make sure your key has been activated by logging in to your account at citibikenyc.com/login using the username and password you chose when signing up. If your key is indeed broken, it can be replaced. Please call 1-855-BIKE-311(245-3311) and our staff will send you a new key. A $10 replacement fee may be charged to your credit or debit card.

If you're a Pass holder and your ride code isn't working, simply request a new ride code by re-swiping your credit or debit card at any Citi Bike station kiosk.

Top of page

My Citi Bike key has been lost or stolen! What do I do?

Please contact us at 1-855-BIKE-311(245-3311) as quickly as possible to deactivate your Citi Bike key and prevent fraudulent use, as well as to obtain a new key. You will be charged a replacement fee of $10. Any overtime, service, damage or stolen bike fees incurred by your key before you have reported it as stolen will be your responsibility.

Top of page

My Citi Bike bicycle has been lost or stolen! What do I do?

Immediately notify us by calling 1-855-BIKE-311(245-3311). You must do this within 24 hours. The customer service representative you speak with will ask you to fill out a Citi Bike Theft Report form. In addition, we request that you call or visit the police precinct in which the theft occurred within 24 hours to file a theft report. Your credit card may be charged for the cost of recovery or replacement of the bike. Please note, you must contact Citi Bike within 24 hours of the loss or theft of your Citi Bike.

Top of page

I've lost/found something at a Citi Bike station or on a Citi Bike. What do I do?

To report a lost or found item please call 1-855-BIKE-311. Citi Bike members are solely responsible for all personal belongings during rides/trips. New York City Bike Share LLC does not maintain any responsibility for replacement of customer lost/missing items.

I've had a crash involving my Citi Bike bicycle. What do I do?

Call 911 immediately. You should also call the police precinct in which the crash took place and file a report with an officer. This will help assure all important information is documented.

Within 24 hours of the incident, you must notify us of the facts of the crash by calling and speaking with a Customer Service Representative at 1-855-BIKE-311(245-3311). We will provide you with a Citi Bike Crash Report to fill out. Remember, The bike remains your responsibility until it has been properly locked at a dock, or handed over to a Citi Bike representative.

Top of page