FAQS

Troubleshooting

Do I need a pass to use the system?


To check out a B-cycle you must purchase a 24 HR access pass from a kiosk or a 24 HR online, Monthly, Flex, Annual or Annual Plus Access Pass from our website. All pass types will be charged standard overtime fees for trips over 30 minutes (or 60 minutes for the Annual Plus Access Pass).




How do I checkout B-cycles after I purchased an Access Pass?


Your access pass is active immediately. You can use your credit card or cell phone number on file to checkout bikes from the kiosk. B-cycles can also be checked out with the free BCycle App for iOS and Android if you purchased a 24 HR online, Monthly, Flex, Annual or Annual Plus Access Pass. Monthly, Flex, Annual or Annual Plus Access Pass holders will be mailed a B-card or B-fob to checkout bikes directly from the dock at any B-station.




​What do I do if a B-station is full or empty?


The BCycle App and website display real-time B-station and bike availability. For full stations, click “More Options” on the kiosk screen to find the closest B-station with available docks. You can also get an extra 15 minutes of free ride time added to your current trip to help prevent additional overtime fees from hitting your account while you look for another B-station. Contact Member Services anytime at 303-825-3325 for assistance.




How do I find the closest B-station?


The easiest way to find the status of a B-station is by using the BCycle App or the map on our website. Each station has a map module with a list of all B-stations and the intersections of the three closest stations to where you are.




Can I take out more than one B-cycle at a time?


You can purchase up to four 24 HR Access Passes using one credit card at a B-station, allowing you to release four B-cycles at one time. You cannot release more than one B-cycle at a time with the 24 HR online, Monthly, Flex, Annual or Annual Plus Access Passes.




What if I want to keep a B-cycle out all day?


Ride the B-cycle when you need it and check it into a station when you are not using it. If you keep the B-cycle out for longer than 30 minutes (or 60 minutes with the Annual Plus Access Pass), you will incur a $5.00 overtime fee for every additional 30 minutes you keep the bike out. Return your bike and check it out again to restart the 30-minute window of ride time included with your access pass (or 60-minutes for Annual Plus Access Pass). B-cycles that are not returned within 36 hours will be considered lost or stolen and the access pass holder is liable for a B-cycle replacement fee, per our User Agreement. We also offer a 24hr Rental pass option for $35 that allows you to have the bike out of a station for 24 hours without being charged overtime fees. This pass must be purchased ahead of time on the website or app as it is not available for purchase at the kiosk. Bikes must be returned within 24 hours from checkout to avoid additional costs.




Can we rent B-cycles for a group ride?


We can accommodate group rides for a fee. For more information contact Member Services at info@denverbcycle.org.




Can international visitors use Denver B-cycle?


We accept foreign credit cards with mag stripes. Purchase a 24 HR Access Pass at the kiosk and enter 00000 when asked for a ZIP code. The system cannot text to international phone numbers




What if a B-cycle is stolen while I have it checked out?


Immediately notify us by calling 303-825-3325. Please provide all information including the whereabouts of the incident. Report the theft to the police precinct where the theft occurred within 24 hours. Your account will be charged for the cost of recovery or replacement of the B-cycle per our User Agreement.




I returned my B-cycle but the system thinks I still have it checked out.


Please make sure that the B-cycle is completely inserted into the dock on both the right and left side of the front wheel. You can verify this by rotating the handlebars while the B-cycle is inserted into the dock. If it won’t release on either side and you hear the three beeps, then it is inserted correctly. If the B-cycle still isn’t recognized by the software as returned (even though it’s physically secured by the dock), please contact Member Services so we can close the trip and get you on your way. If you are in a time crunch, you can also purchase a 24 HR Access Pass from the kiosk if necessary and we will issue you a refund the following business day if you notify us that original B-cycle didn’t check in correctly.




​What should I do if a B-station isn’t working?


If a station is unresponsive, call Member Services anytime at 303-825-3325. We can often fix the problem over the phone. If we can’t, we can direct you to the next nearest B-station.




What if I have a problem with a B-cycle while checked out?


Return a damaged B-cycle to any B-station if possible and contact Member Services at 303-825-3325. For your safety, do not ride a B-cycle with damage. When returning the damaged B-cycle to a station flip the seat backwards so our technicians and other riders can easily identify which B-cycle.




How do I turn “Bike Returned” notifications on/off?


You must give permission for Denver B-Cycle to send you push notifications via the mobile app. You can configure these settings by clicking the gear icon at the bottom of the screen in the app. Having push notifications turned on will send you a “bike returned” notice each time you return a B-cycle.





Account & Billing

How do I get a B-card or B-fob?


B-cards are issued to Monthly, Annual and Annual Plus Access Pass holders. B-fobs are issued to Flex Pass holders. Your B-card or B-fob will be mailed within one week of the purchase date. But you can check out a bike immediately by using your credit card or cellphone number tied to the membership you purchased, or the BCycle app.




​What should I do if I lost my B-card or B-fob?


Contact Member Services at 303-825-3325 immediately so we can suspend your lost B-card or B-fob B-card. You will be financially responsible for any fees if someone else uses your lost card. Replacement B-cards and B-fobs cost $5.00 and will be charged to your account. While waiting for your replacement to arrive, you can still checkout a B-cycle with your credit card or at the station kiosk with your cell phone number, or the BCycle App.




I already paid my Access Pass fee, why was I charged second time?


Monthly, Annual and Annual Plus Access Passes have a $15.00 one-time fulfillment fee for NEW members. This shows up as a separate charge on your credit card/bank statement.




How do I review my trips and usage fee charges and update my account information?


Your address, email, password and credit card number can be updated through your account on our website or through the BCycle App. Please contact Member Services at 303-825-3325between 7:00 AM and 6:00 PM Monday through Friday with any questions or concerns.




Can I upgrade my current Access Pass to a different pass type?


To upgrade your pass, please call Member Services at 303-825-3325between 7:00 AM and 6:00PM Monday through Friday.




How do I turn on/off text alerts?


Log into your account at denverbcycle.com, and unmark the box next to "Text Messaging." You can also configure your settings through the BCycle App.




How do I use my Denver B-cycle Annual Access Pass in a participating city?


Many B-cycle cities allow you to use your Annual and Annual Plus Access pass in their city to checkout B-cycles, which we call our “B-connected” program. Please contact the B-cycle city program directly to find out if they participate in the B-connected program. To use your Annual or Annual Plus Access Pass, you must first swipe the credit card on file at any kiosk in the participating city's system, and accept their user agreement, before your B-card will work. Please pay attention to the city’s pricing structure as it may be different than ours. Monthly and Flex passes are not eligible for B-connected.




​Why did my B-card get denied at the dock or kiosk?


Your B-card or B-fob will only work directly at the dock. To use them at a dock, push the silver button on top of a dock and tap your B-card on the instructional sticker to release the B-cycle of your choice. If your B-card does not work at the dock, there may be an issue with the selected B-cycle or an issue with your account. Please contact Member Services at 303-825-3325 between 7:00 AM and 6:00 PM Monday through Friday.




How does B-cycle calculate my personal ride statistics?


The system uses algorithms to estimate the number of miles, calories burned, and carbon emissions avoided based on the duration of your checkout. Information about your use is posted to your account. This information includes the date and duration of each trip, the stations from which the B-cycle was checked out and returned to, the distance pedaled, calories burned, carbon offset, and whether any overtime fees were charged.




Why did I get charged when my trip lasted less than 30 minutes?


You must purchase an Access Pass of some type to checkout a B-cycle. Please visit our pricing page for more information. If you purchased an Access Pass and returned your B-cycle within 30 minutes (60 minutes for Annual Plus), but still charged for overtime fees, please contact Member Services at 303-825-3325. Member Services is available for this Monday to Friday from 7:00 AM to 6:00 PM. You can also email us at info@denverbcycle.org.




Can I buy an Access Pass for someone as a gift?


Yes. Email info@denverbcycle.org with your request.




How do I renew my Access Pass?


Log in to your account and click the “Renew” button in the middle of the page. You can renew your Access Pass at any time. We simply add the additional days to your current expiration date. To avoid any lapse in your Access Pass, “Opt in” to the auto-renewing feature.




​How do I turn on/off auto-renewal?


You can change the auto-renewal settings in by logging into your account at denverbcycle.com. You can also contact Member Services at 303-825-3325 7:00 AM to 6:00 PM Monday through Friday for assistance.





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    © 2017 Denver B-Cycle and B-cycle, LLC. All rights reserved. B-cycle and the B-cycle logo are trademarks of B-cycle, LLC.

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