Frequently Asked Questions
General

Am I allowed to ride on the sidewalk?


No. Adults are not allowed to ride on the sidewalk in the city of New Haven. Please ride on roads and designated trails and follow all traffic laws.




What if I get in an accident?


If you are in an accident and someone is injured or there is any type of property damage to the bicycle or other vehicles, call the police. Once you have a police report, you will need the officer's name, the names of all persons involved, and a copy of the report. Please call us at 203-800-2240 to follow up.




How do I ride in the city?


The City of New Haven is recognized as a Bronze level Bicycle Friendly Community by the League of American Bicyclists, and is always improving its bicycle infrastructure. Follow all traffic signals and signs and ride in the direction of traffic, not against it. Always yield to pedestrians and do not ride on sidewalks. We strongly encourage all of our riders to bring and wear a helmet.




How old do I have to be to ride?


You must be at least 16 years of age to ride. Riders who are minors must be accompanied by a parent or legal guardian.




Do I have to wear a helmet?


Bike New Haven strongly encourages helmet use while riding the bikes.




How should I use the rear basket?


The rear basket is convenient for stowing bags or small items while making trips on the bike share. However, it is not meant for heavy loads. Please do not sit on or in the rear basket.





 

How do I rent a bike?


Once you have downloaded the app, registered, and connected a payment source, you’ll be able to see on the map where bikes are available at stations throughout the city. Go to your desired station and choose the bike you’d like to use.

While standing next to the bike, push the “scan to unlock” button. You can then scan the QR code located on the rear basket of the bike. You will see this screen and see the bike’s ring lock slide open.

The time clock has now started on your 45-minute rental.

Adjust the seat by releasing the lever and moving the seat up or down, then securing the lever. Stow the chain lock by wrapping it around the seat post and securing the end.




What do I do with the chain lock while I’m riding?


Please coil the chain lock around the seat post and secure the end by tucking it into the coils. Please see the photo for more detials.




Can I temporarily park the bike during the middle of my rental?


Need to run to the grocery store, make a quick stop at a friend's house, or grab a cup of coffee during the middle of your ride? No problem! The “LOCK” button on the app screen allows you to lock the bike briefly while the clock is still running on your rental. If you are ready to end the rental, please be sure to press the “RETURN” button.




Where can I lock the bike at the end of my rental?


You must end your rental and lock the bike at one of the official bike share stations around New Haven. Leaving the bike elsewhere may result in overage charges.




How do I return the bike?


When you’re done riding, go to the station closest to your destination. Wrap the chain around one of the racks and insert the end in the ring lock. If all racks at a station have bikes on both sides, keep the chain wrapped and set the bike next to the station. Pull up the app and push the “return” button. You’ll hear the ring lock device engage, then be sure to pull the lock closed.

When the bike has been successfully returned, you’ll see this screen summarizing the time and distance of your trip. If you don’t see this screen, the bike may not have been returned correctly and you may be charged overaged fees. Give us a call or email to resolve.




What if I arrive at a station and it is full?


Each bike rack at a station can fit a bike on either side. If both sides of each rack at the station are in use, leave the chain lock coiled, set the bike next to the racks, and return the bike through the app.





Costs, Memberships and Fees
 
Bike Rentals and Returns

How do I rent a bike?


Once you have downloaded the app, registered, and connected a payment source, you’ll be able to see on the map where bikes are available at stations throughout the city. Go to your desired station and choose the bike you’d like to use.

While standing next to the bike, push the “scan to unlock” button. You can then scan the QR code located on the rear basket of the bike. You will see this screen and see the bike’s ring lock slide open.

The time clock has now started on your 45-minute rental.

Adjust the seat by releasing the lever and moving the seat up or down, then securing the lever. Stow the chain lock by wrapping it around the seat post and securing the end.




What do I do with the chain lock while I’m riding?


Please coil the chain lock around the seat post and secure the end by tucking it into the coils. Please see the photo for more detials.




Can I temporarily park the bike during the middle of my rental?


Need to run to the grocery store, make a quick stop at a friend's house, or grab a cup of coffee during the middle of your ride? No problem! The “LOCK” button on the app screen allows you to lock the bike briefly while the clock is still running on your rental. If you are ready to end the rental, please be sure to press the “RETURN” button.




Where can I lock the bike at the end of my rental?


You must end your rental and lock the bike at one of the official bike share stations around New Haven. Leaving the bike elsewhere may result in overage charges.




How do I return the bike?


When you’re done riding, go to the station closest to your destination. Wrap the chain around one of the racks and insert the end in the ring lock. If all racks at a station have bikes on both sides, keep the chain wrapped and set the bike next to the station. Pull up the app and push the “return” button. You’ll hear the ring lock device engage, then be sure to pull the lock closed.

When the bike has been successfully returned, you’ll see this screen summarizing the time and distance of your trip. If you don’t see this screen, the bike may not have been returned correctly and you may be charged overaged fees. Give us a call or email to resolve.




What if I arrive at a station and it is full?


Each bike rack at a station can fit a bike on either side. If both sides of each rack at the station are in use, leave the chain lock coiled, set the bike next to the racks, and return the bike through the app.





 

Am I allowed to ride on the sidewalk?


No. Adults are not allowed to ride on the sidewalk in the city of New Haven. Please ride on roads and designated trails and follow all traffic laws.




What if I get in an accident?


If you are in an accident and someone is injured or there is any type of property damage to the bicycle or other vehicles, call the police. Once you have a police report, you will need the officer's name, the names of all persons involved, and a copy of the report. Please call us at 203-800-2240 to follow up.




How do I ride in the city?


The City of New Haven is recognized as a Bronze level Bicycle Friendly Community by the League of American Bicyclists, and is always improving its bicycle infrastructure. Follow all traffic signals and signs and ride in the direction of traffic, not against it. Always yield to pedestrians and do not ride on sidewalks. We strongly encourage all of our riders to bring and wear a helmet.




How old do I have to be to ride?


You must be at least 16 years of age to ride. Riders who are minors must be accompanied by a parent or legal guardian.




Do I have to wear a helmet?


Bike New Haven strongly encourages helmet use while riding the bikes.




How should I use the rear basket?


The rear basket is convenient for stowing bags or small items while making trips on the bike share. However, it is not meant for heavy loads. Please do not sit on or in the rear basket.





Rules and Safety
 

Why isn't my QR code reader working?


Check to make sure that you have allowed the Bike New Haven app to access your phone's photos/camera.




I’m at a station to return the bike, but it won’t lock. What should I do?


First, check to make sure your phone’s Bluetooth is turned on. Close and reopen the app.

If you still can’t lock the bike, email bikenewhaven@p3gm.com. A representative will get back to you to ensure that any erroneous overage charges are refunded.




Why was I charged more than I expected?


  • Rides are in increments of 45 minutes. If any single ride exceeds 45 minutes, you will be charged overage fees, even if you have purchased a subscription.
  • For single rides, the payment system takes an “uncaptured” payment of $6.50 from the user’s bank account at the start of a rental, to ensure that there are sufficient funds for overage charges that may be incurred. If the rental is completed within 45 minutes, $1.98 is “captured” and the remainder is released back to the user’s account.
  • Refunds that have been processed by Bike New Haven may take 5-10 days to show up on a user’s statement.




How do I suggest a location for a future Bike New Haven station?


We work with the City of New Haven’s SeeClickFix app. Go to https://en.seeclickfix.com/new-haven or open the app on your phone, click “Report an Issue,” and mark the spot on the map where you’d like to see a station. On the next screen, use the “Category” dropdown menu to select “Bike Share,” and complete the report.





Troubleshooting
 
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