Returning a BIXI bike
Firmly push the front wheel of the bike into the bike dock slot until the green light comes on.
- If the green light comes on, the operation was successful, and the bike dock is locked!
- If the red light comes on, the bike is not properly locked, and you must start over. If the light remains red after several attempts, return your bike to another available bike dock.
- If you continue to experience difficulties, lift the bike before pushing it into the dock (the front wheel should not be touching the ground).
In the event of repeated failures, please contact customer service at 514-789-BIXI (2494) or 1-877-820-2453. The bike remains your responsibility until it is properly returned to a docking point. An improperly locked bike could result in over-billing. It is particularly important to make sure the light is on before leaving the station!
For added security, download the BIXI mobile application. You can activate notifications to get a confirmation once you have properly returned your bike. If you do not receive a notification, the bike was not properly locked in.
Yes, both bike types (standard and electric) can be returned to any BIXI station of your choice. Consult the map of BIXI stations on our website or via the BIXI mobile application to make sure that a BIXI station is available at your destination. A BIXI bike cannot be left unattended outside a station, nor can it be locked outside a BIXI station.
You can request a 15-minute time credit at a station kiosk, free of charge. This should give you enough time to return your bike to a nearby station. You will need your credit card (short-term access) or the 7-digit number on the back of your BIXI key (members) to identify yourself at the station kiosk. Please note that the Time Credit option is only available when the station is full and you are not able to return your bike. Refer to the station kiosk to have a list of the three closest stations and the number of docks available in real time. Refer to the BIXI app to see where all the stations are and to see how many docks are available in real time. Otherwise, you can contact our customer service at 514-789-BIXI (2494) or 1-877-820-2453 for immediate assistance.
Issues with my ride
Contact our customer service line immediately at 514-789-BIXI (2494) or at 1-877-820-2453. The red light indicates that the bike was not returned properly. The green light is the only signal you can rely on when you return a bike. The bike remains under your responsibility until it is properly locked in a dock or, if this proves impossible, until the bike is handed over to a BIXI representative.
Simply lock your bike back into the dock and report the issue to our operations team:
- Report the issue by pressing the red button on the docking point. You have 30 seconds to press the button after docking the bike.
- Report the issue via your latest ride on the BIXI app, you have 1 hour to do this after docking the bike. Press on 'Problem with the bike? Report it here' then 'Report this bike'.
Note that if your bike has a deflated tire, before pushing it into the docking point, you must lift it slightly so that the front wheel does not touch the ground. This trick should help you properly engage the bike and see the green light come on.
If you have any problems, please contact our customer service line at 514-789-BIXI (2494) or 1-877-820-2453. Open 24/7. The bike is your responsibility until it is correctly returned to a BIXI station.
Need to stop by the convenience store? Remember to return your BIXI to a station before going inside! A BIXI bike cannot be left unattended outside a station. As long as your BIXI is not properly locked to a station, it remains your responsibility.
You must notify us of the loss or theft of a bike as quickly as possible. Contact our customer service at 514-789-BIXI (2494) or at 1-877-820-2453.
Disappearance of a bicycle if it is not recovered by the end of the season: $1,000 for a regular bike and $2,000 for an electric bike.
As soon as you feel well enough to do so, you must report the incident to customer service at 514-789-BIXI (2494) or 1-877-820-2453 and lock the bike as soon as possible. If this is impossible, it must be hand-delivered to a BIXI representative. We can collect the bike and evaluate it before it is used by another user. We also strongly recommend that you fill out a police report and give us the report number. Remember that as long as the bike is not locked or returned to BIXI, it remains your responsibility.