FAQ BIXI : How to use our service | BIXI Montreal | BIXI Montréal

How to use the BIXI service

Interested in renting a BIXI bike, but not sure how to go about it? You’ve come to the right place! Here, you will find answers to the most frequently asked questions. If your question has not been included in the BIXI FAQ, you can always submit it by contacting us through our regular channels. Our customer service representatives will be happy to answer any questions you may have. This BIXI FAQ will be updated regularly, so don’t hesitate to consult it from time to time!

1 - Who can use BIXI?

Anyone 14 years of age or older and over 1.24 metres (4’1”) can operate a regular BIXI. In order to rent an electric BIXI, users between 14 and 17 years of age must have a Class 6D licence authorizing them to drive a moped. Their membership is the responsibility of their legal guardian and must be purchased by the latter.

2 - What is an electric BIXI (power-assisted cycle)?

It’s a bike that has been equipped with an electric motor and a rechargeable battery in order to help you pedal. They are easy to spot thanks to their blue colour. To take advantage of the electric assistance and activate the propulsion, all you have to do is pedal! The motor will instantly provide just the right amount of power to boost your speed up to 32 km/h.

3 - How do I rent a BIXI bike?

The mobile application makes it simple!

  1. Purchase a one-way pass or a BIXI membership by clicking on “Rent a bike.” If you already have a membership, log in to your account and start at step 2.

  2. Click on the station where you’re located and request an unlocking code.

  3. Enter your 5-digit code on the keypad at the docking point. (You will see a yellow light indicating that the code is being validated. The light will turn green when the bike is unlocked.)

  4. Firmly pull the unlocked bike out of the docking point by its handlebars. It’s that easy!

At the terminal:

  1. Insert your credit card at the terminal and follow the instructions to buy a one-way pass or have your membership recognized. OR tap your OPUS card against the OPUS reader available at most stations.
  2. Memorize or print the 5-digit unlocking code that appears on the screen at the end of the transaction.
  3. Enter your 5-digit code on the keypad at the docking point. (You will see a yellow light indicating that the code is being validated. The light will turn green when the bike is unlocked.)
  4. Firmly pull the unlocked bike out of the docking point by its handlebars. It’s that easy!

If the red light comes on, the bike is still locked. The entered code may be invalid, the bike may be damaged or the electric BIXI battery may not be charged. Try another docking point or call customer service at 514-789-BIXI (2494) or 1-877-820-2453 to report any malfunction.

Electric BIXI bikes can only be borrowed via the mobile application or with an OPUS card.

4 - How do I return a BIXI bike to a docking point?

Firmly push the front wheel of the bike into the bike dock slot until a mechanical “click” is heard.

  • If the green light comes on, the operation was successful, and the bike dock is locked!
  • If the red light comes on, the bike is not properly locked, and you must start over. If the light remains red after several attempts, return your bike to another available bike dock.

In the event of repeated failures, please contact customer service at 514-789-BIXI (2494) or 1-877-820-2453. The bike remains your responsibility until it is properly returned to a docking point. An improperly locked bike could result in over-billing. It is particularly important to make sure the light is on before leaving the station! For added security, download our mobile application. You will receive a notification once you have properly returned your bike.

5 - Is there a time limit on how long I can keep my BIXI bike?

Yes, 24 consecutive hours! This lengthy time limit allows you to ride your BIXI for as long as you want, without worry. However, you must always ensure the bike’s safety, as it is your responsibility. We therefore recommend returning your BIXI to a station as soon as you are finished riding it. After 24 hours, the bike will be presumed stolen and you could be charged up to $1,000. Remember that you will be billed for every minute the bike is borrowed (with the exception of the first 45 minutes for regular BIXI bikes if you are a member) and that BIXI bikes are primarily used to increase mobility in the city. To this end, they must be shared!

6 - What is the maximum load a BIXI bike can support?

120 kilograms (265 pounds) for the bike and 8 kilograms (18 pounds) for the basket.

7 - Can I take out more than one bike with my BIXI key or my credit card?

Yes, you can rent a maximum of 4 bikes with the same credit card at a station terminal. In this case, the rates indicated are applicable for each bike rented. Please note that a security deposit of $100 per bike is charged to your credit card and is held for a maximum of 10 days.

8 - Is it mandatory to wear a bike helmet?

According to the Highway Safety Code, it is mandatory to wear a helmet when renting an electric bike, but not when riding a regular bike. Nevertheless, it is the only effective protection against head injuries. BIXI therefore recommends that you wear a helmet on every ride.

9 - Can I get a ticket if I ride an electric BIXI without a helmet?

Yes. Failure to wear a helmet constitutes a violation of the Highway Safety Code. The fine can be up to $ 100.

10 - Can I use BIXI Electric everywhere?

According to the Highway Safety Code, it is allowed to travel on public roads, with the exception of highways and their access roads. The electric BIXI is also authorized on cycle lanes. The sidewalks are reserved for pedestrians.

11 - What is the maximum speed of an electric BIXI?

The propulsion speed is limited to 32 km/h to provide a safe user experience.

12 - Are there any special safety rules that apply to using an electric BIXI?

Yes. Wearing a helmet that meets safety standards is mandatory, and users 14 to 17 years of age must, at minimum, have a Class 6D licence authorizing them to drive a moped. No licence is required for users 18 years of age or older.

Users must obey the Highway Safety Code at all times.

13 - How do I know if the battery on the electric BIXI is sufficiently charged?

The electric BIXIs have a battery autonomy of 70 km. You can check the battery level, on a scale of 4 green bars, by consulting your mobile application or by pressing the button on the electric BIXI’s stem. A full enough battery (2 bars or more) will allow you to make a trip of 5 km without difficulty, while a battery that is nearly drained (1 bar) will allow you to travel about 1 km. If the battery level is too low, the electric bike will not be visible in the mobile application, and you will not be able to unlock it at the docking point.

14 - Can I book an electric BIXI?

No, it is not possible to reserve an electric BIXI. You can, however, identify in real time the stations that host an electric BIXI via the BIXI application using a lightning bolt icon.

15 - I subscribed online. Can I use the service right away?

Yes! You can start using your subscription with the BIXI app or your credit card associated with the account.

16 - Can I lend my BIXI membership to someone else?

No. Your BIXI membership is linked to your personal account in our mobile application and, consequently, to your credit card. You are responsible for all trips made using your account. BIXI memberships are non-transferable.

17 - Can I use my OPUS card to rent a bike if I have a BIXI membership?

No, only one-way trips are available for purchase with a pre-registered OPUS card

18 - Do OPUS cards issued by other transportation companies in Quebec work for BIXI bike rentals?

Yes! Just make sure to link your OPUS card to your account before using it to purchase a One-Way Pass with it at the terminal.

19 - Must I have an active transit fare on my OPUS card to rent a BIXI bike?

No, you simply need a valid OPUS card and link it to your BIXI account in order to use it. No fares need to be encoded.

20 - Can I use my OPUS card instead of the BIXI mobile application?

No, the OPUS card does not replace the BIXI mobile application. The BIXI application remains the simplest way for our members to borrow a bike. Only one-way BIXI access is available using a pre-registered OPUS card.

21 - Can I use the mobile application instead of my OPUS card if I’ve registered it?

Yes, but the only way to benefit from the advantages of the reduced fare of an OPUS one-way trip is to register your OPUS card and use it at the station. The mobile application only allows you to purchase a regular one-way pass at regular BIXI prices.

22 - What is happening with the BIXI key?

As of the 2021 season, the BIXI key will no longer be offered upon purchase of a first membership. All users, members and occasional riders, are invited to download the app to unlock BIXI bikes at the stations. This decision was taken out of environmental concern, to avoid wasting plastic, but also to offer a better BIXI experience. The app doesn’t only allow you to rent bikes, but also to check their availability, consult stations' maps, calculate the duration of your trip, receive promotions, join the Bike Angels program and access your account.   

Download the BIXI app

23 - I already have a BIXI key. Will it still work?

Yes! Your BIXI key will be linked to the membership of your choice. You can also logging in to your account on the app to take a bike.

24 - I tried returning my bike, the light went red or there was no light and I can’t take my bike out. What do I do?

Contact our customer service line immediately at 514-789-BIXI (2494) or at 1-877-820-2453. The red light indicates that the bike was not returned properly. The green light is the only signal you can rely on when you return a bike. The bike remains under your responsibility until it is properly locked in a dock or, if this proves impossible, until the bike is handed over to a BIXI representative.

25 - What do I do if there are no empty bike docks when I want to return my bike?

You can request a 15-minute time credit at a station kiosk, free of charge. This should give you enough time to return your bike to a nearby station. You will need your credit card (short-term access) or the 7-digit number on the back of your BIXI key (members) to identify yourself at the station kiosk. Please note that the Time Credit option is only available when the station is full and you are not able to return your bike. Refer to the station kiosk to have a list of the three closest stations and the number of docks available in real time. Refer to the BIXI app to see where all the stations are and to see how many docks are available in real time. Otherwise, you can contact our customer service at 514-789-BIXI (2494) or 1-877-820-2453 for immediate assistance.

26 - What do I do if there are no bikes available at my station?

Check the system map available on the BIXI app or the list at the kiosk to see where all the stations are and to see bike availability in real time.

27 - 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.

28 - 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 by contacting our customer service line at 514-789-BIXI (2494) or at 1-877-820-2453 as quickly as possible. The bike remains under your responsibility until it is properly returned to a dock or handed over to a BIXI representative. Otherwise, you must secure the bike.

29 - My bike is defective. What do I do?

Simply lock your bike back into the dock and report the issue 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. If you have any problems, please contact our customer service line at 514-789-BIXI (2494) or 1-877-820-2453.

30 - My transaction was denied. What should I do?

We invite you to verify with your financial institution. Please note that there is a $100 security deposit per bike when you join BIXI with a one-way trip. Contact our customer service line at 514-789-BIXI (2494) or at 1-877-820-2453 for further details.

If you are using your OPUS card, you must create an account before you can purchase one-way trips with your OPUS card. To create your account, go to Become a member to access the subscription form. A credit card (VISA, Master Card or American Express) is required. Make sure to have your credit card in hand when creating your account.

31 - My electric BIXI is discharged. What to do ?

Simply return the bike to a BIXI station and take another to continue your journey. The crew on the road or at the power station will charge it.

32 - In an emergency, how do you turn off the electric assistance mode?

To deactivate electric assistance manually, simply press and hold the button on the top of the stem for 5 seconds. The button emits a blinking blue light when the engine is off.

Note that it is not necessary to turn off the power assistance after each use. It automatically turns off after 5 minutes when not used.

33 - There is no electric BIXI at my station. Why?

Users are free to pick up and return electric BIXIs at any station of their choice, so they can be found all over town, or be concentrated in certain places at certain times. Be assured, however, that BIXI monitors the distribution of electric bikes and ensures their redistribution throughout the BIXI network.

34 - Is the BIXI service available all year round?

The BIXI service is offered from April 15 to November 15. The stations are withdrawn for the harshest months of the year.


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