How can we help?

We're here – contact us at any time!

Customer Service

Phone: 1-855-948-2929
Email: customerservice@thehubway.com

Service is available 24 hours a day / 7 days a week in English & Spanish.

If you're 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 Hubway membership key), so we can locate your record and assist you more promptly.

Frequently Asked Questions

Please check our FAQ to see if the information you are looking for is there. Here are a few common questions:

What is Hubway?

Hubway is a bike share program, which is a form of public transportation by bike. It's owned by the municipalities of Boston, Brookline, Cambridge and Somerville, and operated by Motivate.

How does Hubway work?

Hubway is designed to be a convenient way to get around the Boston metro area, and is ideal for short rides and one-way trips. Join as a member or buy a short-term pass, and you’ll get access to 1,600 bikes across Boston, Brookline, Cambridge & Somerville. Pick up a bike at one of 160 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 have 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, or for when you're already out and decide that biking is the best way to get to where you're going. It also saves the hassle of having to carry around a bike lock, and spares your bike from additional wear and tear. Many people who own their own bike join their city's bike share program, and find that there are complementary use cases for riding their own bike vs. using bike share.

How do I take a bike out?

If you're an Annual or Monthly Member, you can insert your bike key into a dock to unlock a bike; or if you haven't received your bike key yet, you can use your credit card at the kiosk to get a temporary ride code (don't worry, you won't be charged again).

If you purchase a 24-Hour Pass or 72-Hour Pass from a kiosk, you'll get a ride code, which you'll type into the keypad on the dock. Or you can choose to buy a bike key for $3 from a station with a key dispenser. 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 membership or pass price. You can keep a bike out for longer, but additional usage fees apply. Please see the Annual Membership, Monthly Membership and 24-Hour/72-Hour Passes pages for more pricing details.

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 Hubway ideal for one-way trips. Find available docks on the System Map. 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.

See all FAQ