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Customer Service

Phone: 1-877-430-2453
Email: customerservice@capitalbikeshare.com

If you are emailing us about a service issue, please include the email address associated with your account or your key number (found under the barcode on your Capital Bikeshare bike key), so we can assist you more promptly.

FAQs

Check our Frequently Asked Questions to see if the information you are looking for is there. Here are a few common questions:

What should I do if my ride code isn't working?

If you’ve entered your code correctly into the keypad on the dock and the light on the dock isn’t turning green, there may be a few reasons why your ride code isn’t working:

  • The light on the dock is red → this means the bike is broken and can’t be unlocked.
  • Something is wrong with the dock → occasionally, the technology on the dock may fail; if there's an issue, please let us know by calling 877-430-2453.
  • The ride code expired → codes are only valid for five minutes for security purposes.

If your ride code hasn’t expired, try the same code again on a different dock with an available bike. If it still isn’t working, you can request a new code from the kiosk – just insert the same payment card again to get a new ride code (don’t worry, you won’t be charged again).

What should I do if my bike key isn't working?

There are a few reasons why your bike key may not be working:

  • It hasn’t been activated → you must activate your bike key through your account before you can use it.

  • You have an open rental → if you haven’t returned your last bike, you won’t be able to take out a new bike.

  • Your billing info is outdated → you must have an active credit or debit card on file in order to use Capital Bikeshare; if your card expired or became invalid, your bike key may have been deactivated.

  • You aren’t inserting your key correctly in the dock→ make sure you’re inserting your key all the way into the slot in the dock; if you’re getting a light on the dock, it means your key is working.

If you’ve checked all the reasons above and are still having a problem with your key, please contact Customer Service for a replacement. A $10 replacement fee applies.

What should I do if there's a problem with my bike?

If there’s a problem with your bike, please dock it at the nearest station and press the red button on the dock with a wrench symbol on it. This will turn the light on the dock red so no one else can use the bike before our technicians can fix it. You can also turn the seat backward on a red-lighted bike, so members can see from afar that it’s not available.

I docked my bike, but I got a red light and now the bike will not release. What do I do?

If you attempt to dock your bike and receive a red light, and cannot get the bike to release, please call Customer Service immediately at 877-430-2453. They will dispatch a team member to release the bike and end your trip.

It is important to call right away if this should occur, to create a record for our Operations team and prevent you from being charged usage fees.

What should I do if I need to return my bike and the station is full?

If there are no available docks at the station you’d like to use, you can find a nearby station on the Spotcycle mobile app or the kiosk. If you’re nearing the 30-minute ride limit, we’d be happy to offer you an extra 15 minutes to find a dock. Go to the kiosk at the full station, select "Press for More Options" then "Time Credit."

See all FAQs