BIKETOWN Customer Service
Frequently Asked Questions
HOW DO I TAKE OUT A BIKE?
First, you need to join BIKETOWN and pick a plan. You’ll be assigned a 6-digit account number and you’ll get to choose a 4-digit member PIN. Type your account number and PIN into the keypad on the back of the bike. You can also reserve a bike ahead of time from the website or mobile app for up to 10 minutes, so the bike will be waiting for you – you’ll just need to type in your PIN when you arrive.
CAN I TAKE OUT MORE THAN ONE BIKE AT A TIME?
Annual Members and Day Pass holders can take out up to 4 bikes at a time. The first bike counts toward the membership or pass plan. The additional bikes are billed at the rate of $6 per hour (prorated down to the minute), and do not count toward the plan’s ride time. The account holder is responsible for any fees incurred. Unlock the additional bikes using your account number and PIN. The additional riders will have to accept the terms & conditions on the bike’s LCD screen before they can ride. Single Ride users can only take out one bike at a time.
CAN I RESERVE A BIKE AHEAD OF TIME?
Yes, you can reserve a bike from the mobile app for up to 10 minutes, so it will be waiting for you when you arrive – you’ll never have to worry about showing up at an empty hub when you need to get somewhere. Please note that the amount of time a bike is on hold when you reserve it counts toward your total ride time. If you’ve purchased a Single Ride and reserve a bike, but aren’t able to pick up the bike by the time the reservation expires, you will still be charged the $2.50 cost of the ride.
DO I NEED TO TAKE THE U-LOCK WITH ME WHEN I RIDE?
Yes, always be sure to take the lock with you when you ride! When you unlock the bike, pull out the U-lock when prompted, and place it in the holster on the rear of the bike, to the side of the keypad.
HOW LONG CAN I KEEP A BIKE OUT?
Annual Memberships include up to 90 minutes of riding time per day. A Day Pass includes up to 180 minutes of ride time within a 24-hour period. Single Rides include 30 minutes of ride time. You can keep a bike out for longer, but additional usage fees apply.
CAN I PUT A HOLD ON MY BIKE WHILE I RUN ERRANDS?
Yes, you can put a hold on a bike to keep it reserved if you’re running errands or want to stop off for a coffee in the middle of your ride. Just press the “HOLD” button on the LCD screen on the back of the bike, and no one else will be able to unlock your bike while it’s on hold. There is a max hold time of 30 minutes, and hold time counts toward your ride time. If you don’t return to your bike and unlock it again before the hold expires, your bike will be considered available for rental by another user, and an extra fee will apply if your bike was left locked outside of a hub at a public bike rack ($2) or outside of the service area ($20).
HOW DO I END A RIDE?
You can end a ride by returning your bike to any hub with an open rack – you don’t have to bring it back to where you picked it up, making BIKETOWN ideal for one-way trips. If the hub closest to your destination is full, you can lock your bike at a public bike rack close to the hub for no additional charge – look for the racks marked with an orange sticker. If you lock your bike at a public bike rack further from a hub, a $2 fee applies. If you lock your bike outside of the service area (marked on the System Map and mobile app), a $20 fee applies.
HOW CAN I MAKE SURE THE BIKE IS LOCKED?
Insert the U-lock into the two rings on the back of the bike until you hear a click. Wait until you see the “thank you” screen on the LCD display to make sure it’s locked. If the screen flashes red and you hear beeping, it means you haven’t properly locked the bike. Learn more by watching this short video.
IS THERE AN INCENTIVE FOR USERS TO BRING BIKES BACK TO A HUB?
Yes, you will earn a $1 account credit each time you take a bike that’s been locked at a public bike rack back to a BIKETOWN hub.
The City of Portland complies with all non‐discrimination, Civil Rights laws including Civil Rights Title VI and ADA Title II. To help ensure equal access to City programs, services and activities, the City of Portland will reasonably modify policies/procedures and provide auxiliary aids/services to persons with disabilities. Call 503-823-5185, TTY 503-823-6868 or Oregon Relay Service at 711 with such requests. Visit the website to find more information on the Office of Equity and Human Rights.