FAQ

PROBLEM RENTING A BIKE: CAN’T GET BIKE OUT OF THE DOCK?

If the bike would not come out of the dock when you rented it and your trip timer is ongoing, that usually means you need to give the bike a good firm pull straight out of the bike dock (do not be too gentle) and the bike should roll out of the dock.

If you don't pull firmly to remove the bike, it may be sitting loose in the dock and someone else can take it and you may be liable for the replacement fee and you will be charged for the time until it is properly docked. It is very important to try this process to make sure no one else takes the bike.

PROBLEM RETURNING A BIKE: TRIP TIMER STILL RUNNING AFTER YOU DOCKED A BIKE?

If you have returned a bike but still see your trip timer running, that means you did not push the bike all the way into the dock. You must firmly push the bike into the dock and wait for the green light to flash several times to properly return the bike.

If the bike is sitting unlocked and loose in the dock, someone else may take it and you may be liable for the cost of the unreturned bike and you will be charged for the time until it is properly docked. It is very important to try this process to make sure the bike is locked in place to avoid any additional fees.

REQUESTING A REFUND?

If you are requesting a refund, please send an email to [email protected] with a description of your issue, your contact information, and the last 4-digits of the card number used to create your account. We may ask you for additional information such as the bike number and station number that you experienced an issue with.

BIKE KEPT PAST RENTAL PERIOD?

Additional usage fees apply for bikes not returned on time for rentals or membership check-outs. Riders are permitted to ride past their original rental term but will be charged and additional usage fee for each 30-minute period past the original rental term until the bike is returned. Pricing is posted here.

REPORT A PROBLEM?

Report a problem with a BrightBike kiosk

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Report a problem with a bike

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Found an abandoned BrightBike

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HOW TO RENT A BIKE?

Download the BrightBike app and follow the instructions in the app.
Helpful Hints:
- Once you begin your rental, be sure to give the bike a good hard pull with both hands on the handlebars straight out of the dock (not at an angle).
- Don’t be gentle when trying to remove the bike or it may not come out. The bike will remain unlocked and could be stolen.
- You are responsible for the bike once it is unlocked.

HOW TO RETURN A BIKE?

1. Locate any BrightBike station in the city with available docking space.
2. Firmly push the bike straight into the bike dock.
3. A green light on top of the bike dock will flash several times when the bike has been properly docked.

You will receive a notification in the app and an email once the bike is properly docked.

Helpful Hint: Pushing the bike in at an angle will make it difficult to dock properly. Use both hands on the handlebars and firmly push the bike straight into the dock (don’t be gentle with it). Send us an email if you still are not able to get your bike docked: [email protected]

FIND NEAREST STATION?

Use the BrightBike app’s map feature to find the closest station or another station in the system. Download the app.

BILLING INQUIRY?

If you have a billing issue, or an issue with a particular transaction on your account, please send us an email [email protected].

BIKE LOST OR STOLEN?

Please file a police report if your bike is lost or stolen. Each bike has a unique ID number that you should be sure to provide. (Tip: Check your transaction history or digital receipts to find the bike number)

CAN’T ACCESS YOUR ACCOUNT?

Try resetting your password. If that doesn’t work, you can contact us here:

NamePhoneEmailDescribe Issue

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HELMETS

Florida law does not require adult riders (ages 18 and up) to wear a helmet, however, riders should wear a properly fitted CPSC-certified helmet to reduce the risk of injury or death in the event of an accident or collision. BrightBike does not provide helmets to riders. Riders who elect to utilize a helmet are responsible for providing their own helmet. Helmets may also be obtained from online retailers, bike shops, and other retailers.

AGE RESTRICTIONS?

You must be 18 years of age or older to use the BrightBike program.

INVOLVED IN AN ACCIDENT?

If a rider is involved in an accident while riding a BrightBike:

• Check to make sure that you and anyone else involved are safe.
• Call local emergency authorities if necessary.
• Once all parties involved are safely out of harm’s way, you can fill out a report here or send us an email with details to [email protected]

NamePhoneEmailBike # (if available)Date of AccidentApproximate Time of AccidentAddress, landmark or approximate location of accidentDescription of the accidentSubmit/attach photos/video

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