System logo
bike-sharing system logo
City/operator logo
Homepage / FAQ

FAQ

What is citybike ?

citybike is a 24 hour on-street bike hire service, providing bicycles for hire for residents and visitors from an increasing number of automated stations across Liverpool city centre and the aurrounding area.

How does it work ?

citybike is very simple. Sign up for either a day, week or annual membership (either online or by calling 0151 233 3002). Once you've signed up as a member, you'll receive a membership number and PIN. Simply key in your membership number and PIN at any of the stations and select a bike to rent. Then press the flashing button on top of the lock box to release the bike. You can return the bike to any station, not just the one you rented it from.

I don't have a Braintree or Paypal account

No problem, Braintree only process the debit or credit card payment, you don't need an account.

Do I need to register every time I wish to cycle?

No, once registered you can set up / create another contract. Login to your account online – go to My Tariff’s and buy another contract. Select the contract you wish and select the payment button. If you have sufficient credits on your account for your chosen option you will be able to select the use my credits button or the Payment button

What happens if I cycle for longer than I intend/have credit for?

Either login to your account and Top up, or call a member of our team who will do it for you. Alternatively, after you dock the bike and are able, you need to login to your account and settle the debit balance. You will not be able to cycle again until debit balances are cleared.

What happens if I don’t use all the credits I add to my account?

Not a problem, unused credits will remain on your account. Just set up another contract to utilise your available credits

Do my minutes start when I register?

No, for a day or weekly member cycle time charges only start 5 minutes after the bike is removed from the docking station. Your access fee for your chosen membership will be debited from your Citybike account as soon as you create a contract

What does £1 per hour or part thereof mean?

As a day or weekly member if you do a single cycle for 35 minutes and dock the bike, your citybike account will be debited with £1. Similarly a single journey of 59 minutes will only cost £1. You cannot accumulate your rentals up to 60 minutes across several rentals. Each rental will debit your citybike account at a rate of £1 per hour or part of an hour. The same charging applies for annual members but only from 30 minutes

Why do contracts expire?

Firstly to offer customers choice with attributes to each membership option and secondly to allow customers to change their preference.

Where are the bikes located ?

Please see the map for exact locations of live stations.

Are Locks provided with the bikes?

Yes combination locks are provided with the bikes in case you wish to secure the bike during your travels. The number will be given to you at the console once you have selected the bike you wish to cycle on.

I have forgotten my Combination Lock number?

Login to your account online and select On Going Rentals

How to open the combination lock

  • Line the four numbers up against the small triangle shapes
  • Push the two big silver shapes TOWARDS the numbers
  • The lock will pop open

What about helmets ?

Helmets are not provided with the hire bike as we are unable to guarantee the safety of the helmets provided. We do however encourage cyclists to wear a helmet where possible.

What if I forget my login details ?

Email us (citybike@liverpool.gov.uk) or call us on 0151 233 3002 and we will call you to verify your details and issue you with another card or PIN number.

Can I use the bikes without my PIN ?

For security reasons you will need to have both your membership number and PIN number. You may change the PIN number to a 4 digit number that is more memorable for you - log into citybikeliverpool.co.uk with your customer number and PIN and you can change your PIN to something more memorable online.

A bicycle is damaged

If you find a bicycle that is damaged please tell us. If you have time it is useful if you can turn the saddle sideways to indicate to other people it is not to be used.

The station is full, what do I do ?

In this case lock the bike securely nearby using the combination lock, and call us on 0151 233 3002 to end your hire. The bike is your responsibility until you do this.

How can I check if my rental has closed successfully?

Login to your account and go to the Ongoing rentals tab – this will advise if you have any active rentals. Alternatively you can go to the List of Rentals tab – this will show you a summary of all your recent journeys including start and end stations and times.