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.