Frequently Asked Questions

About Hubway

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.

What is bike share?

Bike share is an innovative mode of transportation that allows users to make trips using publicly available bikes. It consists of a fleet of specially designed, sturdy and durable bikes that are locked into a network of docking stations throughout the service area. The bikes can be unlocked from one station and returned to any other station in the system, making bike share ideal for short, one-way trips.

What should you use bike share for?

Bike share is ideal for one-way trips. People use bike share to commute to work or school, run errands, and get to appointments or social engagements. It can also be great for connecting to other modes of transportation – such as a commuter train or car rental location. Some people also use bike share to get exercise or take recreational rides around the city.

When should I use bike share vs. bike rental?

Bike share is ideal for short, one-way rides – getting from Point A to Point B. If you’d like to take a long ride (e.g., keep a bike out for an entire afternoon or day), it’s typically more cost-effective to rent a bike.

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 old do you have to be to ride Hubway?

You have to be 16 years or older to ride Hubway.

How much does Hubway cost?

There are different options for using Hubway – you can join as an Annual Member or Monthly Member, or purchase a 24-Hour Pass or 72-Hour Pass. Please see the Pricing page for details.

Where can I ride Hubway?

You can ride Hubway on any public road, street, or bikeway in Boston, Brookline, Cambridge and Somerville, except limited-access or express state highways where signs specifically prohibiting bikes have been posted. You can also ride on sidewalks anywhere except as otherwise designated by local law, e.g., in designated business districts.

See Rules of the Road for more riding tips and cycling resources.

What is a station, a dock, and a kiosk?

A station is the row of bikes that can be found throughout the Boston metro area. They are solar powered, and each station consists of a variable number of bike docking ports.

A dock is what holds each individual bicycle. The bicycles are locked into the docks and must be unlocked using a bike key or ride code. Each dock contains a slot for the bike key and a keypad where ride codes can be entered. Docks also have a red, yellow and green light. If a dock is showing a red light, it means that the bike is broken and cannot be unlocked.

A kiosk is the structure that can be found at one end of each Hubway station. The kiosk contains information about how the system works, as well as a touchscreen that can be used to buy passes, get ride codes, and redeem gift certificates.

Where are the stations?

The Hubway stations are distributed throughout Boston, Brookline, Cambridge and Somerville, and are placed based on population and transport needs. Check out the System Map for the exact locations.

How many bikes and stations are there?

As of July 2016, there are 1600 bikes and 160 stations throughout Boston, Brookline, Cambridge and Somerville. Check out the System Map to see the full Hubway coverage.

How It Works

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.

How do the Hubway bicycles work?

The Hubway bicycles are traditional bicycles (not electric) that were designed for easy riding in an urban environment. They were built to be comfortable for most riders of various heights and riding abilities. Visit Meet the Bike to learn more.

Do the bikes fit everyone?

The Hubway bicycles were built to fit most riders of various heights and sizes. There is a lever at the bottom of the seat post that allows you to adjust the seat up and down, and the numbered markings help you remember your setting for next time. Visit Meet the Bike to learn more.

Don't forget: only people who are 16 years and older can ride Hubway. If you're looking to ride with the whole family, please visit a bike rental shop for children's bikes.

How do I take a bike out?

First, you need to become an Annual Member, Monthly Member, or buy a 24-Hour or 72-Hour Pass to be able to use Hubway. Then, find available bikes on the System Map. If you're a 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.

Why are rides only 30 minutes?

Bike share is designed for short rides and one-way trips. Rides are limited in length to make sure that bikes are available for all users to “share” throughout the day. That’s why only the first 30 minutes of each ride are included in the pass price, and why extra fees apply for longer trips – to encourage riders to use bike share for short trips and to return their bikes within this amount of time.

What are the fees if you keep a bike out longer than 30 minutes?

If you keep a bike out for longer than 30 minutes at a time, you will be charged an extra $2 for the first 30 minutes over, $4 for the next 30 minutes, and $8 for each additional 30 minutes after that. Annual & Monthly members save 25% on these usage fees. Please see the Annual Membership, Monthly Membership or 24-Hour & 72-Hour Passes page for more information.

How do I know if I was charged usage fees?

If you're an Annual Member, log into your account and check your billing statements.

If you rode using a 24-Hour or 72-Hour Pass, go to a Hubway kiosk (found at the end of each station), press the “Account Info” button, and follow the on-screen instructions. If you have any questions or need any help, please contact Customer Service.

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.

How can I make sure my bike was docked correctly?

To dock a bike, line up the triangle at the front of the bike with the dock and push the bike firmly into the dock. The light on the dock will first show yellow. If it turns to green, it means you’ve docked the bike correctly and ended your ride. If the light turns to red, it means that the bike was not docked correctly and is not locked. If no light appears at all, it means that the bike was not inserted correctly into the dock. If you get a red light or no light, remove the bike from the dock and push it back in to try again. If you're out on a ride and are having trouble docking a bike, please call Customer Service at 855-948-2929.

Annual & Monthly members can also sign up to receive a confirmation email every time you successfully dock a bike. Log into your account online and click on "Manage notifications" to sign up for this alert.

Can I ride a bike outside of the service area?

You can ride a bike outside of the service area, but it's a good idea not to go too far, since you will have to return to the service area to dock your bike. If you keep a bike out for longer than 30 minutes, you will incur additional usage fees. Please see the Annual Membership, Monthly Membership and 24-Hour & 72-Hour Passes pages for more pricing details.

Annual & Monthly Memberships

How much does a membership cost?

The current cost of an Annual Membership is $85 / year, and a Monthly Membership is $20 / month. Please see the Annual Membership and Monthly Membership pages for more details.

How do I sign up for a membership?

You can sign up for a membership through this website. Please see the Annual Membership or Monthly Membership page for more details.

When does my membership begin after I sign up?

Your membership starts immediately upon purchase. We'll send you a bike key in the mail, but you can start riding sooner if you'd like.

When you sign up for a membership online, you'll be given two options to get your member key: (1) You can wait to get your key in the mail, which usually takes about a week; OR (2) You can pick up your key at one of our new key dispensers, which can be found at select stations. To find a station with a key dispenser, go to the System Map and look for the grey key icon.

If you choose to wait for your key in the mail, you can still start riding right away. Just go to any Hubway kiosk and insert the credit card associated with your account to get a one-time-use ride code (don’t worry, you won’t be charged again). Once you get your ride code, type it into the keypad on a dock with an available bike to unlock the bike. To ride again, insert the same credit card to get a new ride code.

When will I get my bike key?

If you chose to have your key mailed to you when you signed up, it should arrive in about a week. Please contact Customer Service if you don't receive it.

If you chose to pickup your key instead when you signed up, you can get yours at one of our key dispensers, which can be found at select stations. To find a station with a key dispenser, go to the System Map and look for the grey key icon.

While you're waiting for your key, you can still start riding right away! Just go to any Hubway kiosk and insert the credit card associated with your account to get a one-time-use ride code (don’t worry, you won’t be charged again). Once you get your ride code, type it into the keypad on a dock with an available bike to unlock the bike. To ride again, insert the same credit card to get a new ride code.

How do I activate my bike key?

When you receive a new bike key, you must activate it before you can start using it. Log into your account online and click the link to activate your bike key. You’ll need the ID code on your bike key, which can be found right below the barcode. If you have any trouble, please contact Customer Service.

How do I take out a bike with my bike key?

Insert your bike key into the slot in the dock – the light on the dock will turn yellow momentarily, and then green. When the light turns green, it means your bike is unlocked and you can pull the bike out from the dock. If the light turns red, remove your key, wait for the light to go out, and try again.

If you’re inserting your key all the way into the slot but not getting any light at all, make sure that you have activated your key first. If you have already activated your key and you’re still having trouble, please contact Customer Service.

Can I ride even if I don't have my bike key?

Yes! If you forget your bike key, you can use your credit card to get a temporary ride code. Just go to any Hubway kiosk and insert the credit card associated with your account to get a one-time-use ride code (don’t worry, you won’t be charged again). Once you get your ride code, type it into the keypad on a dock with an available bike to unlock the bike. To ride again, insert the same credit card to get a new ride code.

Please note that if we see frequent switching between credit card and key, this alerts us to suspicious activity on your account and we may have to suspend your account. It's ok to occasionally use your credit card, but it's best to use the same method most of the time to unlock a bike.

Why do I need to keep an active credit card on file?

Every member must have an active credit card on file in case any usage fees are incurred for rides longer than 30 minutes or for lost bikes. Please see the Annual Membership or Monthly Membership page for more details about usage fees. If your billing information or address changes, or if your credit card is going to expire soon, please log into your account and update your billing info.

Can I lend my bike key to someone else?

No, Hubway memberships cannot be shared and are not transferrable. It is also risky to lend your key to someone, because certain insurance protections apply to Hubway riders, but these do not apply if someone else uses your key, even if they are family members. Additionally, if you lend your key out to a friend who incurs any usage fees or loses a bike, you will be responsible for the charges as the account holder.

Can I take out more than one bike with my membership?

You can only take out one bike with your Hubway membership. If you’re with a friend who also wants to use Hubway, you can purchase a 24-Hour or 72-Hour Pass from a station kiosk.

How do I renew my membership?

When you sign up for a new Annual Membership or Monthly Membership, you are automatically enrolled in auto-renew to make sure there are no interruptions in your service. We will bill your card on file two days before your membership is set to expire. If you have never turned off auto-renew, you don’t need to do anything to keep riding!

If you have turned off auto-renew in your account settings, you will have to manually renew your membership. Log into your account and click “Renew" under Current Membership Plan.

Is there a security deposit for members?

No, there is no security deposit for annual or monthly members. But you must keep an active card on file in case any usage fees are incurred for rides over 30 minutes or for lost bikes.

Does Hubway offer any discounted memberships for low-income residents?

Yes! Together with the Boston Public Health Commission, The City of Boston offers $5 Hubway memberships to low-income Boston residents, which includes a helmet and a Bicycle Benefits sticker. Please see the Low-Income Program page for more information.

Does Hubway have corporate memberships?

Yes! Many organizations offer Hubway Corporate Memberships to their employees, students or residents. See the list of current Corporate Partners, and learn more about how to sign up for a Corporate Membership.

For more questions about Corporate Memberships and the Corporate Program, please see the Corporate FAQ section below.

Does Hubway offer student memberships?

Hubway does not offer a specific membership to students, but many universities use Hubway's Corporate Program to offer discounted memberships to students. See if your school is one of our Corporate Partners, and learn more about how to sign up for a Corporate Membership.

If I like Hubway, can I upgrade my Monthly Membership to an Annual?

Yes! You can put the cost of your Monthly Membership toward an Annual Membership and upgrade for only $65. To do this, log into your account and click on "Renew," then select "Annual Upgrade from Monthly (30-Days)" from the subscription options.

24-Hour & 72-Hour Passes

How much do passes cost?

A 24-Hour Pass costs $6 for 24-hour access, and a 72-Hour Pass costs $12 for 72-hour access. Please see the 24-Hour & 72-Hour Passes page for more info.

How do I purchase a pass?

You can purchase a 24-Hour or 72-Hour Pass at any Hubway kiosk (found at the end of each Hubway station). See the System Map to find a station near you. For more info on how to purchase a pass, please see the step-by-step instructions on how to buy a pass.

​Which payment methods are accepted to purchase a pass?​

You can use any major credit or debit card to purchase a Hubway pass – insert your card into the kiosk when prompted on the touchscreen. Prepaid cards are not accepted.

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

When you purchase a 24-Hour or 72-Hour 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 24-Hour or 72-Hour Pass.

When will I get my security deposit back?

As long as you don’t incur excessive usage fees or a lost bike charge, we will release the $101 security deposit hold within 2 business days. Depending on your card provider, it may take additional time for the charge to disappear from your credit card or for the funds to be returned to your debit account. If you haven't gotten your funds back after 2 business days, please contact your bank or credit card provider.

Why was my purchase rejected?

There are a few reasons why a purchase could be rejected:

  • You do not have sufficient funds in your debit card account or sufficient credit limit on your credit card account to cover the $101 security deposit hold.
  • Your bank rejected the transaction.
  • You are trying to use a prepaid card.

Can I purchase a new pass with the same credit card before my current pass expires?

No, you can’t purchase a new pass using the same credit card while you still have an active pass. For example, if you purchased a 24-Hour Pass and wanted to buy a second 24-Hour or 72-Hour Pass before the first pass expired, you would have to use a different credit or debit card.

Can I take out more than one bike with a single pass?

You can purchase up to 2 bikes on one 24-Hour Pass or 72-Hour Pass. Each bike costs $6 for a 24-Hour Pass and $12 for a 72-Hour Pass.

How do I take out a bike with my pass?

If you purchase a 24-Hour Pass or 72-Hour Pass through a Hubway kiosk, you will get a 5-digit ride code. Type the ride code into the keypad on a dock with an available bike. Ride codes expire after 5 minutes and are for a single use only. If your ride code expires, or to ride again while your pass is active, insert the same credit card into the kiosk to get a new ride code. If you have rented multiple bikes on one pass, you will receive one ride code that can be used to unlock all of the bikes. For more details, please see the step-by-step instructions.

Or you can choose to purchase a bike key from a station with a key dispenser for $3. See the System Map for key dispenser locations.

Can I use the same 5-digit ride code more than once?

Each 5-digit ride code can only be used for one ride. If you rented multiple bikes on one pass, the same ride code is used to unlock all of the bikes. To take another ride, you must request another ride code – just insert the same credit card that you used to purchase your pass into the kiosk, and follow the onscreen instructions. (Don’t worry, you won’t be charged again.)

Will I be charged again for a new ride code?

As long as you use the same credit or debit card that you used to purchase your pass, and your pass is still active, you will not be charged again to get a new ride code.

How many times can I ride with my pass?

You can ride as many times as you want while your pass is active! The first 30 minutes of each ride are included in the 24-Hour Pass and 72-Hour Pass price. If you keep a bike out for longer than 30 minutes at a time, extra usage fees apply. Please see the 24-Hour & 72-Hour Passes page for more pricing details.

How long can I keep a bike out with my pass?

The first 30 minutes of each ride are included in the 24-Hour Pass and 72-Hour Pass price. You can keep a bike out for longer, but you will be charged extra usage fees. Please see the 24-Hour & 72-Hour Passes page for more information.

Can I get a bike key to use with my pass instead of using the kiosk?

Yes, if you'd prefer to skip the kiosk, you can purchase a bike key for $3 at one of the stations with a key dispenser. See the System Map for key dispenser locations.

Corporate

How do I know if my organization is a Hubway Corporate Partner?

See the full list of Corporate Partners to see if your organization is listed in one of the membership levels.

How do I sign up for a corporate membership?

If your organization is one of our Corporate Partners, you can sign up for a subsidized membership using this link. Select "I’m eligible for a Group/Corporate Rate" and find your organization from the drop-down menu. A password will be required – if you don't know the password for your organization, please contact your HR department or corporateaccounts@thehubway.com.

Please see the Corporate Membership page for more information.

What is the cost of a corporate membership?

The cost to the member depends on the level of membership that your organization has signed up for. Please visit the Corporate Program page to learn more.

Why do I have to enter my credit card if my company is paying for my membership?

Every Hubway member must have an active credit card on file in case any additional fees are incurred that your company does not cover, such as overtime fees or lost bikes. Please see the Annual Member page for more details about usage fees.

How do I enroll my organization in the Hubway corporate program?

Hubway Corporate Memberships are a great way to be able to offer a perk to your employees, students or residents. Organizations can choose from 5 levels of membership, depending on how much they'd like to subsidize. Please see our Corporate Program page for more information.

If you've already reviewed the corporate information and chosen a membership level, you can sign up right now using this enrollment form.

How do I pay my organization's Corporate Program bill?

Each month, we will send you an invoice listing every employee that signed up in the previous 30 days. Our online payment portal makes it easy to pay the invoice with a company credit card. (Checks are also accepted.)

Can I get reports on how the members of my organization are using their corporate memberships?

Yes, we'll send you annual reports with valuable statistics on how your employees are utilizing their memberships, including:

  • Rides taken
  • Calories burned
  • CO2 saved

Calculations are year-to-date totals based on system-wide averages. See an example.

How does my organization get a branded station?

If you'd like to sponsor a station with your organization's brand, please learn more about becoming a Champion Partner.

Safety

Is Hubway safe?

While there can be risks with any mode of transportation, bike share has proven to be relatively safe. The Hubway bicycles are built for stability and durability, and not built for speed. The loud bell and motion-activated lights also make the make bikes more visible to people driving and other cyclist. And all Hubway riders should wear a helmet, per the User Agreement.

Do I have to wear a helmet?

Yes, per the Hubway User Agreement, all riders must wear a helmet. Make sure yours fits snuggly and is fastened properly – see the Rules of the Road for more information.

If you don't own a helmet, you can purchase a discounted Hubway helmet.

Is there anything I should do before starting a ride?

Before each ride, always be sure to adjust the seat to fit your height. It’s also a good idea to squeeze the brakes to make sure there’s good resistance, and to check the tires to make sure they’re not flat. Please see our Rules of the Road for more pre-ride safety tips.

How do I ride safely in the city?

There are a few cycling laws and other riding tips that all riders should follow to help ensure a safe ride:

  • Ride in the same direction as traffic
  • Follow all traffic signs and signals
  • Yield to pedestrians
  • Never ride distracted – pull over if you have to use your phone
  • Wear a helmet
  • Use hand signals when turning, and do not to weave in and out of traffic

Please see our Rules of the Road section for more riding tips.

Are there lessons to help me brush up on my riding skills or learn how to ride safely in the city?

Yes! There are public and private classes on topics such as bike commuting, bike skills for women, group riding, and even some specifically about using Hubway.

See classes offered by MassBike and by the City of Cambridge.

Seasonal Operations

Is Hubway open year-round?

The Hubway stations in Cambridge are open year-round. The rest of the system has been closed during the winter months, typically between Thanksgiving and the beginning of spring. Depending on the weather, many stations may remain open through December and may reopen as early as March.

Why are only the Hubway stations in Cambridge open year-round?

As a pilot program, operations during winter months began in Cambridge for the 2013-2014 season. The City of Cambridge offered to participate in the pilot, and has continued the program formally since then. We hope that in future years the entire system can remain open year-round.

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 as an alert on the Hubway website and via social media. 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's rebalancing teams, technicians, and station cleaners. During winter months, the teams, coordinated by a dispatch office in Charlestown, are on the street from 7am to 9pm 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 Customer Service at 855-948-2929.

Troubleshooting

What should I do if my ride code isn’t working?

If you’ve entered your code correctly into keypad on the dock, and the light on the dock isn’t turning green, there may be a few reasons why your ride code isn’t working:

  • The light on the dock is red → this means the bike is broken and can’t be unlocked
  • Something is wrong with the dock → occasionally, the technology on the dock may fail
  • The ride code expired → codes are only valid for 5 minutes for security purposes

If your ride code hasn’t expired, try the same code again on a different dock with an available bike. If it still isn’t working, you can request a new code from the kiosk – just insert the same credit card again to get a new ride code (don’t worry, you won’t be charged again).

What should I do if my bike key isn't working?

There are a few reasons why your bike key may not be working:

  • It hasn’t been activated → you must activate your bike key through your account before you can use it.

  • You have an open rental → if you haven’t returned your last bike, you won’t be able to take out a new bike.

  • Your billing info is outdated → you must have an active credit card on file in order to use Hubway; if your card expired or became invalid, your key may have been deactivated.

  • You aren’t inserting your key correctly in the dock→ make sure you’re inserting your key all the way into the slot in the dock; if you’re getting a light on the dock, it means your key is working.

If you’ve checked all the reasons above and are still having a problem with your key, please contact Customer Service so we can send you a new one.

What should I do if my bike key gets lost or stolen?

Please call Customer Service at 855-948-2929 as soon as possible to deactivate your bike key and prevent fraudulent use. Any overtime, service, damage or stolen bike fees incurred by your key before you have reported it as lost or stolen will be your responsibility.

You can place an order for a new bike key through Customer Service for a replacement fee of $10.

What does a red light on a dock mean?

A red light on a dock with a bike means that the bike is broken and cannot be used again until it’s been fixed by a Hubway technician. Sometimes friendly riders will turn the seat of a broken bike backward, so it’s easy to spot from afar and you don’t waste your time walking up to it. A red light on a dock without a bike means that there is a problem with the dock and it cannot accept bike returns.

If you ever take out a bike that has an issue, please return it to the closest dock and hit the button on the dock with the wrench symbol. We’ll send you an email with a one-question survey, so you can let us know what the problem was.

What should I do if there's a problem with my bike?

If there’s a problem with your bike, please dock it at the nearest station and press the button on the dock with a wrench symbol on it. This will turn the light on the dock red so no one else can use the bike before our technicians can fix it. You can also turn the seat backward on a red-lighted bike, so members can see from afar that it’s broken.

If you notice a problem right away and re-dock your bike within 5 minutes at the same station, you can take out a new bike immediately without having to wait 1 minute.

Why do I need to wait 1 minute between rides?

This is to prevent people from “chain riding” – that is, parking a bike and immediately taking out a new one to continue a long ride. The 1-minute wait applies to all members and pass holders.

What should I do if I can't dock my bike?

If you’re having trouble docking a bike, please try a different dock first. Make sure you’re pushing your bike all the way into the dock. If holding the bike and pushing from the handlebars isn’t working, some people find it easier to push the bike in by the seat, while holding only one handlebar to guide the bike. Here’s a short video you can watch on proper docking technique.

If you’re still having trouble, please call Customer Service at 855-948-2929. Whatever you do, don’t just leave a bike if you can’t dock it – you could be charged for additional usage fees if your bike isn't docked within 30 minutes, or charged a lost bike charge of $1000 if your bike is not docked within 24 hours.

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 Hubway System Map or the station kiosk. If you’re nearing the 30-minute ride limit, we’d be happy to offer you an extra 15 minutes to find a dock – just go to the kiosk, select “Request a Time Credit” and follow the on-screen instructions.

What should I do if I can’t find a bike when I need one?

If there are no bikes available at the station you’d like to use, you can find nearby stations with bikes on the Hubway System Map or interactive kiosk.

What should I do if I crash my bike?

If you are injured, call 911 immediately. You should also call the police precinct where the crash took place and file a report with an officer to make sure that all important information is documented.

Within 24 hours of the incident, you must also notify Hubway of the facts of the crash by calling Customer Service at 855-948-2929 and speaking with a representative. We will provide you with a Crash Report to fill out.

The bike remains your responsibility until it has been properly locked at a dock or handed over to a Hubway representative. If you aren’t able to dock your bike, please call Customer Service and we will send someone over to help you.

What should I do if my bike gets lost or stolen?

If you lose your Hubway bike or it gets stolen, please call Customer Service immediately at 855-948-2929. You must do this within 24 hours. We will provide you with a Theft Report form to fill out. Please also call the police precinct where the incident occurred within 24 hours.

Your credit card may be charged for the cost of recovery or replacement of the bike, up to $1000.

What should I do if I find an abandoned bike?

If you find an abandoned bike, please call Customer Service right away at 855-948-2929.

What should I do if I lose or find something at a Hubway station or on a Hubway bike?

To report a lost or found item, please call Customer Service at 855-948-2929. Hubway members are responsible for all personal belongings during rides/trips. Neither Hubway nor Motivate maintain any responsibility for replacement of lost/missing customer items.

Gift Certificates

How do I buy a Hubway gift certificate?

You can purchase a Hubway gift certificate for an Annual Membership, Monthly Membership, 24-Hour Pass or 72-Hour Pass through the Hubway Store.

How do I redeem a Hubway gift certificate?

To redeem a gift certificate for an Annual Membership or Monthly Membership, go to the signup page and click the link “Redeem a gift certificate” to enter your 8-digit gift certificate code.

To redeem a gift certificate for a 24-Hour Pass or 72-Hour Pass, go to a Hubway kiosk (found at the end of each Hubway station), follow the on-screen instructions to purchase a pass, and enter your gift code when prompted.

If I received a gift certificate but am already a member, can I still use it?

If you received a gift certificate for an Annual Membership or Monthly Membership but are already a Hubway member, you can use your gift certificate to renew your membership. Log into your account, click on “Manage auto-renewal options” and turn off auto-renew. Then, when you are close to your expiration date, you can go back into your account settings to renew your membership using your gift certificate code.

Are gift certificates returnable or refundable?

No, Hubway gift certificates are not returnable or refundable.