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Customer Service

Phone: 1-855-BIKE-311 (1-855-245-3311)
Email: customerservice@citibikenyc.com

If you are emailing us about a service issue, please include the email address associated with your account or your key number (found under the barcode on your Citi Bike membership key), so we can locate your record and assist you more promptly.

FAQ

Check our Frequently Asked Questions to see if the information you are looking for is there. Here are a few common questions:

How does Citi Bike work?

Citi Bike is designed to be a convenient way to get around the city, and is ideal for short rides and one-way trips. Join as an Annual Member or buy a Day Pass, and you’ll get access to 8,000 bikes across Manhattan, Brooklyn, Queens or Jersey City. Pick up a bike at one of 500 stations whenever you need one, and drop it off at any other station when you’re done with your ride. Take as many rides as you want while your pass or membership is active. Visit How It Works to learn more.

Do I need bike share if I own my own bike?

Bike share can still be very useful even if you own your own bike. It’s ideal for one-way trips, when you wouldn’t be able to ride your own bike back home. It also saves the hassle of having to carry around a bike lock and find a place to lock your bike, and you never have to worry about your own bike getting stolen (or parts getting stolen) if you leave it locked outside in a city. Using bike share instead of your own bike can also spare your bike from unnecessary wear & tear that a city can put on a bike.

Why is a security deposit charged when I buy a pass?

When you purchase a Day Pass or 3-Day Pass, a pre-authorization security deposit hold of $101 per bike is placed on your card account to insure against any additional usage fees you might incur. This is not a settled charge, but if you use a debit card to purchase a pass, it might result in overdraft fees if you don’t have sufficient funds in your account to cover the hold. For this reason, we recommend using a credit card when purchasing a Day Pass or 3-Day Pass.

How do I take out a bike?

First, you need to become an Annual Member or buy a Day Pass to be able to use Citi Bike. Then, find available bikes on the Station Map or mobile app. Once you've successfully inserted your member bike key or entered a ride code, the light on the dock will turn green. This means the bike is unlocked. To remove it from the dock, pull the bike out by the handlebars or lift the bike by the seat to release it.

How long can I keep a bike out?

The first 30 minutes of each ride are included in the Day Pass and 3-Day Pass price. The first 45 minutes of each ride are included in the Annual Membership cost. You can keep a bike out for longer, but additional usage fees apply. Please see the Day Passes page and Annual Membership page for more information.

How do I return a bike?

You can return your bike to any station with an open dock – you don't have to bring it back to the station where you picked it up, making Citi Bike ideal for one-way trips. Find available docks on the Station Map or mobile app. Line up the triangle located at the front of the bike with the dock and insert your bike gently but firmly (don't slam it!). Wait until the light on the dock turns green to make sure it's locked. To learn how to correctly dock a bike, please watch this short video.

What should I do if I need to return my bike and the station is full?

If there are no available docks at the station you’d like to use, you can find a nearby station on the Citi Bike mobile app or the station kiosk. If you’re nearing the ride limit (30 minutes for Day Pass holders, and 45 minutes for Annual Members), we’d be happy to offer you an extra 15 minutes to find a dock – just go to the kiosk, select “No bike docks available?” and follow the on-screen instructions.

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