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  3. Ride Issues
  1. Home
  2. Help
  3. Ride Issues
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    I left my bike outside of a station

    It is your responsibility to make sure your bike is docked and secured. Do not under any circumstances leave your bike unattended; if you left your bike outside of a station please return immediately and dock your bike. 

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    My bike is broken

    If there’s a problem with your bike, please dock it at the nearest station and press the 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 broken.


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    I want to ride with my family

    You can purchase up to 4 bikes on Hourly Ride with one credit card. Each bike costs 39.99+5% Tax for a Hourly Ride.

    You have to be 16 years or older to ride Velespeed.

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    My dock is broken

    If the dock you are currently trying to use is broken, please use another dock and wait until you get the green light. If no other dock is available please go to another station to dock your bike; do not leave the bike!

    Please fill out this form to report any broken docks, and one of our station techs will be alerted. 

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    I can't find a bike

    If there are no bikes available at the station you’d like to use, you can find nearby stations with bikes on the Velespeed System Map or interactive kiosk.

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    My bike won't dock

    Press firmly into the dock, holding the bike in place until you see the green light. Make sure you’re pushing your bike all the way into the dock. If holding the bike and pushing from the handlebars isn’t working, some people find it easier to push the bike in by the seat, while holding only one handlebar to guide the bike. If you get a red light, try again at the same dock. If you get two red lights, try another dock.

    If you continue to receive red lights at multiple docks or just can't successfully dock the bike, call us at +90 (548) 835 37 73 and we'll try to help you diagnose the issue.

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    I forgot my membership card at home

    Forgot your membership card? It happens to the best of us. With Cyclefinder, the free Velespeed mobile app, you can access and unlock bikes at any time & plan your trips. When you arrive at your intended station:

    • Click on the station from the system map
    • Select "Unlock a bike" to receive a temporary ride code (active for 30 seconds)
    • Enter the five digit ride code on the key pad on the dock
    It is that simple! With Cyclefinder, you do not have to rely on the kiosk or your key to ride - and it's also a useful tool to plan and track your trips. 
    Please note, 5-digit codes are randomly generated each ride.
    You can also use a credit card with a temporary ride code. Here's how:
    Go to any Velespeed kiosk and insert the credit card associated with your account (do not worry, you will not be charged)
    Follow the steps on the kiosk to get a one-time-use ride code. Once you have your ride code, type it into the keypad on a dock with an available bike to unlock the bike
    To ride again - repeat the process
    Please note: It's ok to occasionally use your credit card instead of your  membership card. However, if we see frequent switching between credit cards and  membership card alerts, we may have suspicious activity on your account.

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    I want to share my account

    Velespeed memberships cannot be shared and are not transferable. It is also risky to lend your key to someone, because certain insurance protections apply to Velespeed riders, but these do not apply if someone else uses your key, even if they are family members. Additionally, if you lend your key out to a friend who incurs any usage fees or loses a bike, you will be responsible for the charges as the account holder.

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    Slipping seat post?

    Slipping seat post? Adjusting & tightening seat post

    Did you know that you can tighten the nut on the side of the clamp to make it more secure? You can do this while the clamp is open as you adjust the height of the seat. 


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    I received an email about an open rental

    If you have an open rental, it is imperative that you return to the bike and re-dock the bike until you get the green light on the dock.

    If you received an email that your bike is out, but are certain you got a green light upon return, it's possible the station has stopped communicating to our software backend and this will resolve itself in a couple of hours. Log into your account to ensure that the trip has ended. If you are unsure if your bike was returned successfully, please return and re-dock the bike.
    If you are unable to return to the bike at this time, please contact us.

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    My membership card is not working

    Having problems with your membership card?

    There are several ways to check your status, simply log in to your account and go through this checklist:
    Is your account is active and your bike membership card status is "OK"?
    Click on Account Summary and scroll to the bottom of the page where you'll see Membership Status. Make sure your membership status is set to active. Just below Membership Status, you'll see Bike membership card, check to make sure it says "OK".
    Is your billing information up to date?
    Log in. Click on Billing Information. You'll be able to check to make sure your billing address is up to date and your credit card is not expired.
    Did you make sure you have no active rentals?
    Log in. Click on Account Summary and look at the Last Trip section. Make sure it has an end date/time.
    Haven't activated your membership card yet?
    Log in and click the link to activate your bike membership card. You’ll need the ID code on your bike membership card, which can be found right below the barcode.
    If you are still having trouble with your membership card please submit a request and we'll help you get riding again ASAP!

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