If you’ve had a bike out for 4 hours, you’ll receive this email. Most BIKETOWN rides are shorter trips and we want to make sure you know you’re being charged by the minute if your rental goes beyond the time limit of the plan you select (30 minutes for a Single Ride, 90 minutes for Annual Members, and 3 hours for Day Pass users).
What if you ended your trip before 4 hours are up and still receive this email?
First, if you’re able, return to the bike and ensure the U-lock is completely inserted. If the bike is not locked properly, your trip will not end in the system.
If you received an email that your bike is out, but are certain you secured the lock on return (you observed the “Thank You” screen when you locked the bike), it's possible the bike has stopped communicating to our software. Log into your account to ensure that the trip has ended. If you are unsure if your bike was returned successfully, please return to the bike and ensure the bike is secure.
If you are unable to return to the bike at this time, please call customer service at 1-866-512-BIKE.