You have questions? We will be happy to answer your questions regarding functioning, subscription / fees and problem solving.
How does it work?
Who can use BIXI?
You have to be at least 18 years of age and measure at least 1.24 metres (4'1") in height to use BIXI.
How long can I take a bike out?
BIXI was created for short trips. Usage fees encourage frequent utilization for short periods of time. First, you have to subscribe or acquire a 24-hour or 72-hour access to use the service. Take out a bike as many times as you want. Trips of 30 minutes or less have no additional fees; usage fees apply for longer trips.
You can take a bike out for a maximum of 24 hours. After that time, the bike will be considered stolen and a fee of $1,000 will be charged to your credit card.
Can I lend my BIXI key to someone?
No. Your BIXI key is yours and yours alone. A member’s subscription is not transferable.
If I purchase a 24-hour or 72-hour access, is my unlocking code valid for the entire period?
No. For each new trip, you must return to the pay station, choose the Rent a bike option and insert your credit card to identify yourself (the system will recognize you and the $5 system access fee will not be charged again). The pay station will print a new ticket with a new unlocking code on it.
How do I take a bike out of a dock?
Enter the five-digit code you obtained at the pay station (choose the Rent a bike option and follow the instructions) or insert your BIXI key in the reader at the bike dock. A yellow light will turn on indicating that the code or the BIXI key is being validated. A green light turns on when the validation is completed and the bike dock unlocks. You then have 15 seconds to remove the bike by grasping the handlebars and pulling the bike firmly towards you, after which time the bike dock will lock again. If the code or the BIXI key is invalid, or if the bike is damaged, a red light will come on and the bike will remain locked in the dock. If you experience repeated difficulties, try again at another bike dock or call customer service at 1-877-412-BIXI (2494) to notify us of any defect.
How do I return a bike to a dock?
Push the front wheel of the bike firmly into the slot of the bike dock until you hear a mechanical "click". If the operation is successful, a green light will come on and the bike dock will lock. It is very important to ensure that the green light comes on before leaving your bike. If the bike isn't properly locked in, a red light will come on and you will have to repeat the process. If the red light on the bike dock stays on and your bike is not accepted, you must remove the bike and try another empty dock. If you experience repeated difficulties, contact our customer service by calling 1-877-412-BIXI (2494).
The bike remains under your responsibility until it is properly locked in at a dock: a bike that is improperly locked in could result in additional charges.
What is the maximum weight a BIXI bike can carry?
120 kilograms (265 lb) for the bike and 8 kilograms (18 lb) for the carrying rack.
Am I required to wear a helmet?
The law does not require people to wear a helmet when riding a bike. However, it is the only effective means of protection against head injuries. BIXI encourages you to wear a helmet when biking. For more information, consult the Bicycle Safety section on the Ontario Government Web site.
I subscribed online. Can I use the service right away?
No. You need to wait to receive your BIXI key by mail. You will receive your key 3 to 5 working days following the day you subscribed. Once the BIXI key is received, you need to activate it online or with our customer service at 1-877-412-BIXI (2494). You can’t wait? You can get a 24-hour or the 72-hour access. However, the fees will not be reimbursed.
A trip under 30 minutes will not cost you any usage fees besides the system access fees. However, a longer trip will cost you usage fees.
1 hour 22 minutes trip
$5 (system access fees) + $1.50 + $4.00 = $10.50
1 hour 50 minutes trip
$5 (system access fees) + $1.50 + $4.00 + $8.00 = $18.50
2 hour 5 minutes trip
$5 (system access fees) + $1.50 + $4.00 + $8.00 + $8.00 = $26.50
*BIXI was created for short trips. Usage fees encourage frequent utilization for short periods of time.
How did you select the location of the stations?
The locations have been determined based on several predefined parameters of generating customers such as: population density, the presence of points of interest (Universities, cycling paths, metro stations), the travel habits of Torontonians, etc.
What does BIXI means?
The name BIXI is a contraction of the words BIke and taXI.
Are the first 30 minutes included only on the first trip I make?
The first 30 minutes of use are always included for each trip you make.
I only want to use BIXI from time to time: can I do it without subscribing?
Yes. The 24-hour access is available at each pay station for only $5 and suits occasional users. You can also purchase a 72-hour access for only $12.
Keep in mind that all you have to do is use BIXI 8 days a month for the 30-day, $40 subscription. This might be more worthwhile! As for the 1-year subscription for $95, it is still your best bet if you use BIXI 19 days a year or more! For more details, consult the Subscription and Fees section on our Web site.
How do I subscribe to a 1-year or 30-day access?
The 1-year and 30-day subscriptions are offered online. If you do not have access to Internet, contact our customer service at 1-877-412-BIXI (2494).
Please note that you need a VISA, MasterCard, or AMEX credit card to subscribe and that an email address will be requested. However, no security deposit will be charged to your credit card.
How do I subscribe to a 24-hour or a 72-hour access?
The 24-hour access and the 72-hour pass are available at the pay station of every BIXI station. Payment can be made with VISA, MasterCard, or AMEX credit card.
Please note that a security deposit of $250 per bike is charged to your credit card for a ten (10) day period.
How will I be billed for my usage fees?
For BIXI subscribers, usage fees (if applicable) for trips longer than 30 minutes are billed once a month, on the 24th day of each month. An email is sent to you every month to advise you of the availability of your online statement. The statement detailing your trip charges can be viewed at My BIXI space.
As for a 24-hour or a 72-hour access, the system access fees and the usage fees (if applicable) will be billed to your credit card at the end of the 24-hour or the 72-hour period, or when the bike is returned after the 24-hour period has expired.
I subscribed online. Can I use the service right away?
No. You need to wait to receive your BIXI key by mail. You will receive your key 3 to 5 working days following the day you subscribed. Once the BIXI key is received, you need to activate it online or with our customer service at 1-877-412-BIXI (2494).
You can’t wait? You can get a 24-hour or the 72-hour access. However, the fees will not be reimbursed.
I received my BIXI key. How do I activate it?
You can activate you BIXI key by logging onto My BIXI space or by contacting our customer service at 1-877-412-BIXI (2494). Your subscription starts when you activate your BIXI key.
Please note that you have 60 days after you subscribe to activate you BIXI key.
Can I take out more than one bike with my BIXI key or my credit card?
With the BIXI key, it is not possible to take out more than one bike since it is used to identify a single and unique user. For a 24-hour or a 72-hour access, the user may rent a maximum of two bikes with the same credit card. Should the case arise, the basic fees apply for each rented bike.
Please note that a security deposit of $250 per bike is temporarily charged to your credit card and is kept for ten (10) days.
Is it possible to subscribe if I don't have a credit card?
No. The BIXI subscription requires that a credit card be associated to the user’s account. BIXI must ensure the return of the property by requesting a security deposit, which unfortunately cannot be paid in cash at the pay station. Managing usage fees by credit card is also the most ecological and efficient option.However, the cosubscriber option may allow you to subscribe without owning a credit card. The holder of a credit card can accept fees to the service, whether he subscribes or not. He must complete the subscription form and click the Add a cosubscriber button and enter information about you. System access fees and usage fees will be charged to his credit card.
What does a subscription with a cosubscriber imply?
BIXI subscriptions were created to enable a person to have several subscribers at his expense. Thus, the owner of the credit card pays subscription fees and usage fees of all cosubscribers in a single operation. This person becomes responsible for the account and financial transactions of all the subscribers in his account. That is what we call COSUBSCRIBERS.
For the subscription, the same procedure applies as for the 1-year and 30-day subscriptions. The account manager is not obliged to take a subscription to register other people. He then chooses the No Subscription option and selects Add a Cosubscriber. One person may add several cosubscribers.
All BIXI keys will be sent to his address. He will have to assign a key number to each user and activate the keys on the personalized Web page. All users’ fees are charged to his credit card and he is responsible for the account. If the bike of one of the cosubscribers is lost, the fees will be charged to the account holder’s credit card. At the end of the month, the account manager will receive an account statement containing the usage fees details for each cosubscriber.
I tried returning my bike, the light went red and I can’t take my bike out. What do I do?
Contact our customer service immediately at 514-789-BIXI (2494) or at 1-877-820-2453. The red light indicates that the bike was not returned properly.The bike remains under your responsibility until it is locked properly at a dock or, if this proves impossible, until the bike is handed over directly to a BIXI representative.
What do I do if there are no empty bike docks when I want to return my bike?
You can obtain an additional 15 minutes free of charge from the pay station. This should give you enough time to return your bike to a nearby bike station. You will need your credit card (24-hour or 72-hour access) or the 7-digit number on the back of your BIXI key (1-year or 30-day subscriptions) to identify yourself at the pay station. Please note that the Time credit option is only available when the station is full and does not allow you to return your bike.
Refer to the map located at the end of the station to find the nearest stations or at the pay station, which will give you a list of the four closest stations and allow you to find out in real time the number of available docking points so you can return your BIXI bike.
What do I do if there are no bikes available at my station?
Consult the map posted at every station to find nearby bike stations, or the pay station which will give you a list of the four closest stations, and allow you to find out in real time the number of BIXI bikes available.
My BIXI bike has been lost or stolen. What happens now?
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. A penalty of $1,000 may apply.
My BIXI key has been lost or stolen. What do I do?
Contact customer service at 514-789-BIXI (2494) or at 1-877-820-2453 as quickly as possible to deactivate your BIXI key and prevent fraudulent use. You can ask to receive a new one. When a new BIXI key is sent, a $5 charge is applied.
My BIXI key is broken. What do I do?
Your BIXI key can be replaced. A $5 fee may apply. Contact our customer service at 514-789-BIXI (2494) or at 1-877-820-2453 to notify us.
I've had an accident involving my BIXI bike. What do I do?
In the case of an incident or accident involving your BIXI bike, you must notify us of the facts by calling customer service at 514-789-BIXI (2494) or at 1-877-820-2453 as quickly as possible.
The bike remains your responsibility until it is properly locked in at a bike dock, or if that is not possible, handed over to a BIXI representative. Otherwise, you must secure the bike.
My bike is defective. What do I do?
Simply lock your bike to a dock and report the situation by pressing the red button on the docking point so that a technician can take care of the problem (You have 30 seconds to press the button after docking the bike). In case of difficulty, contact our customer service at 514-789-BIXI (2494) or 1-877-820-2453.