Frequently Asked Questions

Using Hubway

Cycle 3 Seasons: Becoming a Registered Hubway Member

Cycle Short Term: Hubway Casual Memberships

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 Casual Memberships, 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 1-855-4HUBWAY(448-2929).
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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 subscribing online or signing up for a casual membership, 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 membership to Hubway.
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How do I take a bike out of a bike dock?

It's easy! If you're a Registered Member, just insert your Hubway key at a dock with an available bike. If you've subscribed as a Casual Member, 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 membership is active – you will not be charged any additional membership fees.

If you have any problems, please call to speak with a Member Service Representative at 1-855-4HUBWAY(448-2929).
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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 1-855-4HUBWAY(448-2929).
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Can I take out more than one bike with my Hubway key or my credit card?

Your key will allow you to take out only 1 bike at a time. Casual Members may take out a maximum of two (2) bikes with the same credit card. The cost for both memberships 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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Cycle 3 Seasons: Becoming a Registered Hubway Member

What is a Registered Membership?

Designed with frequent users in mind, Registered Members sign up online to create a Hubway account and receive their own key fob to unlock bikes. A credit card is maintained on file and charged each month on the 7th for any usage or damage fees incurred. At this time, the only Registered Memberships offered is Annual. Members must be at least 16 years of age.
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Tell me more about Annual Memberships.

Annual Memberships last 365 days from when you activate your key fob. (Please note the Hubway system is removed from the streets during the harsh winter months.) Annual Members have an account that they may log into at TheHubway.com to view their trip history and billing statements, as well as calories burned and miles traveled while using Hubway bikes!
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Is a security deposit taken when I become a Registered Member?

Nope, no security deposit is charged when you subscribe as a Registered Member.
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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 1-855-4HUBWAY.) 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 a Registered Membership if I don't have internet access?

Sure! Just give us a call at 855-4HUBWAY(448-2929) 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.
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Is it possible to join Hubway if I don't have a credit card?

Another credit 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 855-4HUBWAY 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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Cycle Short Term: Hubway Casual Memberships

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

Infrequent users may choose to purchase a Casual Membership rather than creating an account. Casual Memberships are only available for purchase using any Hubway station kiosk. There are two Casual Memberships to choose from: 24-Hour Memberships are available for only $5 and 3-Day Memberships are only $12. You may take as many trips as you'd like during your membership 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 Casual Member usage fees.

Casual Memberships are only available for purchase at stations.
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Is there a security deposit taken when I become a Casual Member?

When you join Hubway with a Casual Membership, 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 the credit card company. We recommend using a credit card and not a debit or check card when becoming a Casual 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 problems, please call to speak with a Member Service Representative at 1-855-4HUBWAY(448-2929).
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I don’t have a key as a Casual Member, so how do I unlock a bike?

Once your Casual Membership 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 the membership period.

If you have any problems, please call to speak with a Member Service Representative at 1-855-4HUBWAY(48-2929).
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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 Casual Membership 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 Casual Member 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 card.

If you have any problems, please call to speak with a Member Service Representative at 1-855-4HUBWAY(448-2929).
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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 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 and additional fees?

Registered 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 Casual Members, the cost of your membership will be billed to your credit card at the time of purchase. Any usage charges incurred during your membership will be billed to your credit card at the end of your Casual Membership 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 1-855-4HUBWAY(448-2929).
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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 under the More Options menu and enter your Hubway member number printed on the back of your key (if you're a Registered Member) or insert your credit card (for Casual Members) 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 1-855-4HUBWAY(448-2929).
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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 1-855-4HUBWAY(448-2929) to have a new key sent to you. A $10 replacement fee may be charged to your credit card.
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My Hubway key has been lost or stolen! What do I do?

Please contact a Member Service Representative at 1-855-4HUBWAY(448-2929) as quickly as possible to deactivate your Hubway key and prevent fraudulent use and request a new key. You will be charged a replacement fee of $10.
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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 1-855-4HUBWAY(48-2929) 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 1-855-4HUBWAY(448-2929) 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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