Frequently Asked Questions


User Agreement
Using Hubway Becoming a Hubway Member: Annual & Monthly Membership Cycle Short Term: Hubway Access Passes Seasonal Operations Rates, Billing and Fees Troubleshooting

Title VI Compliance

Using Hubway

Tell me more about the bikes.

Hubway bikes are easy, fun and safe to use and ride. They are step-thru frames, have 3 speeds, 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.
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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 of the bikes based on demand, plus a kiosk that is used for purchasing Access Passes, adding Time Credits to your trip or checking the status of nearby stations. There is also a two-sided information panel which displays a local and regional map of the service and usage instructions.
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Do the bikes fit everyone?

Hubway bikes 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 (on the right side of the seat post). Raise or lower the seat to a height comfortable for your leg length 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.

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 problems, please call to speak with a Member Service Representative at 1-855-9HUBWAY (948-2929).
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How long can I take a bike out?

The Hubway system has been designed as self-service to empower users to make relatively quick, short distance rides around town. The first 30 minutes of use with a Hubway bike is included in the cost of each membership and longer rides incur additional fees. Bikes must be returned to a Hubway station within 24 hours of the start of the rental. If the bike has not been returned and correctly docked at a station after 24 hours, the bike is considered stolen and a fee of $1,000 will be charged to your credit 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.
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Do I have to wear a helmet?

Yes. When you join as an Member or purchase an Access Pass, you are agreeing to wear a helmet. We have made it easy and convenient to purchase low-cost helmets. Click here for locations. You may also purchase helmets online when signing up for an Annual or Monthly Membership to Hubway.

As of November 2013, Helmet Hub rental machines are also available at select Boston-based Hubway stations. Helmet Hub allows riders to rent (or purchase) and return helmets at kiosks throughout the city.
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How do I take a bike out of a bike dock?

It's easy! If you're a Annual or Monthly Member, just insert your Hubway key at a dock with an available bike. If you've purchased an Access Pass, simply enter the 5 digit unlock code you received at the kiosk into a dock with an available bike. When the green light comes on at the dock, pull the bike's handlebars firmly towards you. Adjust your seat height, do your safety check, and roll on!

REMEMBER: unlocking codes are only valid for 5 minutes and only for a single trip. If you need a new code, just reinsert your credit card at the kiosk while your Pass period is active – you will not be charged any additional Access Pass charges.

If you have any problems, please call to speak with a Member Service Representative at 1-855-9HUBWAY (948-2929).
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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 turn on. The green light indicates that the bike is properly secured into the dock. If the red light on the bike dock stays on, remove the bike and try 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 Member Service Representative at 1-855-9HUBWAY (948-2929).
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Can I take out more than one bike with my Hubway key or my credit/debit card?

Your Membership key will allow you to take out only 1 bike at a time. However, a maximum of two (2) Access Passes may be purchased on the same credit/debit card. The cost for both Passes will be charged and a total security deposit of $202 will be placed as a hold on your card ($101 per bike).
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Becoming a Hubway Member: Annual & Monthly Membership

How do I become a Hubway Member?

Purchase an Annual or Monthly Membership to Hubway online. A new account will be created, and Hubway will send you a key that you'll use to unlock bikes from any station. Annual Memberships last 365 days from when you activate your key. Monthly Memberships begin when you activate your key and expire on the last day of the same month. Keys typically arrive within 7-10 days of your order. Please note that Hubway operates year-round in Cambridge but the rest of the system closes and is removed from the streets during the winter months. Annual and Monthly Members have an account that they may log into at thehubway.com to view their trip history and billing statements, update credit card information and easily renew memberships.
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Is a security deposit taken when I become a Member?

Nope, no security deposit is charged when you purchase an Annual or Monthly Membership.
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I joined online. Can I use the service right away?

You'll have to wait until you receive your Hubway key in the mail, usually within one week of registering for Hubway. (If you have not received your key 7 business days after subscribing, please call to speak with a Member Service Representative at 1-855-9HUBWAY (948-2929). Activate your key online before your first ride and you're ready to roll.
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I've received my Hubway key! Now what?

Before the key can be used to unlock a bike, it must be activated by logging in to your account at TheHubway.com and using the username and password you chose when registering for your subscription.
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Can I sign up for an Annual or Monthly Membership if I don't have internet access?

Sure! Just give us a call at 1-855-9HUBWAY (948-2929) 24-hours a day, 365 days a year and speak with a Member Service Representative to purchase a membership.
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Can I lend my Hubway key to someone else?

Nope, your Hubway key is special to you and not transferable to other riders. Additional fees for rides over 30 minutes and/or potential damages incurred during use will be charged to the key holder's account and your membership may be canceled.
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Is it possible to join Hubway if I don't have a credit card?

Another credit/debit card holder can pay for your Hubway membership by establishing a Patron Account. They can then add you as a subscriber on their account. All membership and usage charges, as well any damage fees incurred, will be charged to the account Patron’s card on file. If you'd like to sign up using a Patron Account, give us a call at 1-855-9HUBWAY (948-2929) to speak with a Member Service Representative.

*The Patron account will only be charged membership fees for each active Hubway membership.
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Will my membership be automatically renewed upon expiration?

All annual memberships created on or after June 13, 2012 will be auto-renewed upon membership period expiration. Annual members have access to adjust their membership for auto-renewal by logging into their Member Area and adjusting the "Auto-Renew Membership" box found on the Profile page, or by calling to speak with a Member Care Representative at 1-855-9HUBWAY (948-2929). Enrollment in Auto-Renew Membership means that on the day your membership is scheduled to expire, your membership will automatically be renewed for another annual membership period.

Members that have elected to allow their membership to be auto-renewed upon expiration will receive an email confirming when the auto-renewal has occurred. Additionally, upon any change in the cost of an Annual Membership, an email will be sent to all members that are enrolled in auto-renewal to alert them of the adjustment. Members may remove their membership from Auto-Renew at any point of their membership period and when their expiration date is reached, the member will need to manually renew their account in their Member Area on the Hubway website, or by calling to speak with a Member Care Representative at 1-855-9HUBWAY (948-2929).


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Cycle Short Term: Hubway Access Passes

I only want to use a Hubway bike occasionally, do I need to become a Member?

Infrequent users may choose to purchase an Access Pass rather than creating an account. Access Passes are available for purchase at Hubway station kiosks. There are two Pass options to choose from: 24-Hour Passes are available for $6 each and 72-Hour Passes are only $12 each. You may take as many trips as you'd like during your Pass period. As always, there are no charges for the first 30 minutes of each of your trips. After the first 30 minutes, you'll be charged additional Pass usage fees.

Access Passes are only available for purchase at stations.
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Is there a security deposit taken when I purchase an Access Pass?

When you purchase an Access Pass, a pre-authorization hold of $101 per bike is placed on your card account.  This is not a charge against your account.  It serves as a security deposit and will be returned to you when the hold expires.  Holds may last up to 10 days, depending on your credit/debit card company.  We recommend using a credit card and not a debit or check card when purchasing a Pass.  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 problems, please call to speak with a Member Service Representative at 1-855-9HUBWAY (948-2929).
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I don't have a key as a Pass rider, so how do I unlock a bike?

Once your Access Pass purchase has been completed, you will be issued an unlocking code to use at a dock with an available bike. The kiosk will also give you the option to print your unlocking code for easy reference.

Unlocking codes expire after 5 minutes. If you aren't able to use your code within 5 minutes, you may obtain another code at no additional charge by again swiping your credit card during your Pass period.

If you have any problems, please call to speak with a Member Service Representative at 1-855-9HUBWAY (948-2929).
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Will my unlocking code work for 24 Hours or 3 Days?

Nope. An unlocking code will only unlock one bike for a single trip. When you're ready to take out another bike, go to any kiosk during your Pass period and swipe your credit card. Our system will recognize your card and issue another unlocking code good for another single trip. No additional membership fees will be charged to your card for retrieving a new code, however your card will be charged additional Access Pass usage fees for any rides longer than 30 minutes.

Unlocking codes expire after 5 minutes. If you aren't able to use your code within 5 minutes, you may obtain another code by again swiping your credit/debit card.

If you have any problems, please call to speak with a Member Service Representative at 1-855-9HUBWAY (948-2929).
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Seasonal Operations

Is Hubway open during year-round? Even during the winter months?

Yes, but currently only at stations located in Cambridge. As of the 2013 season, the rest of the system closes between Thanksgiving and the beginning of spring.

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Why isn't the rest of the system open during winter?

As a pilot program that Hubway is running, 2013-2014 marks the first year that a portion of the Hubway system will remain open during the winter months. The City of Cambridge has offered to participate in the pilot, and we hope that in future years the entire system can remain open year-round.

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What if it snows? Do stations stay open during severe weather?

During extreme or inclement weather conditions, Hubway may choose to temporarily close the system, and public announcements will be made via social media and the Hubway website. Station alerts will also be emailed to annual and monthly Hubway members. In the event of a system closing, you'll be able to return bikes to all stations securely, but will not be able to check bikes out. Refunds are not available in the event of system closures due to weather.

Snow removal is a part of the daily responsibilities of Hubway rebalancing teams, technicians, and station cleaners. The teams, coordinated by a dispatch office in Charlestown, are on the street from 6am to 10pm every day, and are equipped with shovels, brooms, and salt to keep stations clear of snow and ice.

If you have any question about whether the system is open or closed, please call to speak with a Member Service Representative at 1-855-9HUBWAY (948-2929). For more information on Hubway's Severe Weather Policy, please visit our safety page.
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Rates, Billing and Fees

Are rides under 30 minutes always included?

There are never any additional fees for the first 30 minutes of any trip on a Hubway bike.  Trips lasting longer than 30 minutes will incur additional fees.  Take as many trips as you want during your membership or pass 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.
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How will I be charged after the first 30 minutes?

Please visit our pricing page for additional fee details.
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How will I be billed for my Membership or Pass and additional fees?

Annual and Monthly Members will be billed membership charges upon subscribing for the service and additional charges will be billed on the 7th of each month of your membership. Billing statements detailing your trip charges may be viewed by logging into your account at TheHubway.com.

For Pass riders, the cost of your Access Pass will be billed to your credit/debit card at the time of purchase. Any usage charges incurred during your membership will be billed to your credit/debit card at the end of your Pass period or when the bike has been returned after the period has expired.
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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 Hubway station and notify us by pushing the red button on the dock. In case of difficultly re-docking the bike, please call to speak with a Member Service Representative at 1-855-9HUBWAY (948-2929).
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What do I do if there are no empty bike docks when I want to return my bike?

We'll give you an extra 15 minutes free use to return the bike to a station with an available dock! Simply go to the kiosk at the full station, select the Time Credit option from the Start Screen and enter your Hubway member number printed on the back of your key (if you're an Annual or Monthly Member) or insert your credit/debit card (for Pass riders) to add the free time to your usage. (Time Credits are only available if every dock at that station is full.) You may also check the real-time status of nearby stations to find an available bike dock using the touch screen on the kiosk.

If you have any problems, please call to speak with a Member Service Representative at 1-855-9HUBWAY (948-2929).
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What do I do if there are no bikes available at my station?

Using the touch screen on the station kiosk, you may check on the real-time availability of bikes at nearby stations.
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My Hubway key isn’t working!  What do I do?

First, make sure your key has been activated by logging in to your account at TheHubway.com using the username and password you chose when signing up for the service. If your key is indeed broken, it can be replaced. Please call to speak with a Member Service Representative at 1-855-9HUBWAY (948-2929) to have a new key sent to you. A $10 replacement fee may be charged to your card on file.
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My Hubway key has been lost or stolen! What do I do?

Please contact a Member Service Representative at 1-855-9HUBWAY (948-2929) as quickly as possible to deactivate your Hubway key and prevent fraudulent use and request a new key. Any usage or damage fees incurred through the use of your key, even if it not in your possession, is your responsibility.  You will be charged a replacement fee of $10. 
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My Hubway bike has been lost or stolen! What do I do?

If the bike has been stolen, call the local police department immediately to file a theft report.  You are contractually obligated to notify us of the loss or theft of a Hubway bike, please contact a Member Service Representative at 1-855-9HUBWAY (948-2929) as quickly as possible to alert us.  You may be charged for the cost of recovery or replacement of the bike. 
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I've had an accident involving my Hubway bike.  What do I do?

If anyone is injured, call 911 immediately.  When able, Member Service Representative at 1-855-9HUBWAY (948-2929) to report the crash.  We will request that you call the police department in the jurisdiction the crash took place to file a report. This will help assure all important information is documented. Additionally, we'll email you a Hubway Crash Report to fill out with important details about the event.
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