FAQ

In the unlikely event the battery on an Electric Metro Bike dies, the motor will stop providing pedal assistance. Fortunately, the motor does not add any noticeable drag when turned off. The lights on the bike will still function and you will still be able to shift gears, dock, undock, brake, and pedal like on a traditional bike. If an Electric Metro Bike runs out of battery while you’re riding, you can either finish your trip or dock the bike at the closest station and undock another bike. Please call or text us at 844.857.BIKE or email us at support@bikeshare.metro.net to alert us that the battery has died.

Just like Classic Metro Bikes, riders need to be at least 16 years old to use Metro Bike Share and to ride an Electric Metro Bike. Riders under 18 years old will need to have their parent or guardian purchase a pass for them.

 

Electric Metro Bikes have “Electric Metro Bike” on both sides of the downtube for easy identification. Sign up and then use your TAP card or look up your account with your phone number at any Classic Metro Bike Share station to check out an Electric Metro Bike. Or use your credit or debit card at any Classic Metro Bike Share station. Check out our How it Works page to learn more.

Classic Metro Bike Stations with Electric Metro Bikes may be found by checking the online station map or in the Metro Bike Share app. Stations that have Electric Metro Bikes docked at them display a green lightning bolt symbol above the station icon.

Yes. Please contact our customer service at support@bikeshare.metro.net or call 844-857-2453 for your unique referral link.

Electric Metro Bikes include a motor that provides assistance as you pedal. Electric Metro Bikes allow people to travel by bike faster and further with less physical effort on the part of the rider.

Electric Metro Bikes provide pedal assistance up to speeds of 17 miles per hour. The motor in the Electric Metro Bike only provides assistance when you pedal.

The battery life for the Electric Metro Bike depends on many factors including terrain, riding style, temperature, and the weight of the rider and cargo being transported. Under ideal conditions, a full charge allows Electric Metro Bikes to travel about 30 miles before they need to be recharged. Electric Metro Bikes indicate how much of their total battery life remains on their display. We regularly monitor and charge batteries as needed.

The laws for riding an Electric Metro Bike are the same as the laws for riding a traditional bike. Every lane is a bike lane, people on bikes may use a whole lane. Different municipalities have different laws regarding sidewalks, but we recommend to minimize riding on the sidewalk. Always yield to pedestrians. A bicycle is a vehicle, follow and obey all traffic lights and signs.

Electric Metro Bikes weigh about 50 pounds, which is only 3 pounds heavier than our Classic Metro Bikes.

Metro Bike Share ofrece acceso conveniente durante todo el día a una flota de bicicletas para viajes cortos y para llegar y salir del transporte a su ritmo. Eche un vistazo a una bicicleta y devuélvala en cualquiera de nuestras 90 estaciones en el centro de Los Ángeles, Puerto de Los Ángeles y Venecia. Tenemos más de 1,000 bicicletas disponibles las 24 horas del día y los 365 días del año.

Metro Bike Share es una opción de transporte público adicional para locales y visitantes para desplazarse por el centro de LA, el puerto de Los Ángeles y Venecia. ¡Es rápido, divertido y económico!

Yes! But first you need to enroll in Metro Bike Share on the TAP website. Enroll in Metro Bike Share and select the option to “Use an existing TAP card” when purchasing your Metro Bike Share pass. After checkout and to ensure your TAP card is registered to your account, navigate to the “My TAP Cards” menu and click the “Register Card” button enter the 16- or 20-digit code on the back of your TAP card. Once registered, your TAP card is your key to access Metro Bike Share.

Note: Stored cash value on a TAP card may not be used for Metro Bike Share at this time. The credit card associated with your Metro Bike Share pass will be used for Metro Bike Share charges.

No problem. You have two options:

1. You can order a TAP card online for $2 when you buy a Metro Bike Share pass and it will be mailed to you.

2. You can ride on Metro Bike Share without a TAP card: Download the BCycle app and log in with your TAP credentials to access mobile bike check out. If you are at a Classic Metro Bike Share station, you can enter your phone number at the Metro Bike Share kiosk screen and you’re ready to go!

Your regional TAP card can be your key to both bike share systems, the Metro Bus & Rail system, and 24 other TAP-enabled systems in LA County. You will be able to use the TAP card to access both bike share systems. However, you will need to register 2 different accounts for Metro Bike Share (on TAP) and Bike Share Connect, and there are no transfer discounts. Plans for later phases include a single account for all systems for a seamless rider experience.

Bike Share Connect’s bikes cannot be locked in Metro Bike docking stations, and Metro Bikes cannot be locked at Bike Share Connect’s bike racks.

Great! Log in to your existing TAP account and enroll in Metro Bike Share. Once you have enrolled, you can start riding!

Stored cash value on a TAP card may not be used for Metro Bike Share at this time. The credit card or debit card associated with your Metro Bike Share pass will be used for Metro Bike Share charges.

For issues related to your Metro Bike Share account contact Metro Bike Share customer serviced:
Email: support@bikeshare.metro.net
Call or text: (844) 857-BIKE

 

Please contact TAP Customer Service for issues related to your TAP account:

Email: customerservice@taptogo.net
Phone: 866.TAPTOGO (1.866.827.8646)
Mailing Address:
TAP Customer Service
One Gateway Plaza
Mail Stop 99-2-3
Los Angeles, CA 90012

Regular TAP cards expire after 10 years. Reduced Fare TAP card expiration dates vary, depending on the type of card. Check your card’s expiration date by logging into your TAP account, at a TAP Vending Machine or at a TAP Vendor location.

K-12 students are eligible to receive a Reduced Fare TAP card. To qualify, you must submit a Reduced Fare Application. Please read the instructions carefully and gather all supporting documentation before you begin the application process. You may expect to receive your Reduced Fare TAP card in approximately 20 business days.

If you currently have a Reduced Fare TAP card that will expire in the next 45 days, you may re-apply online at taptogo.net. Gather all supporting documentation before you begin the application process.

College and vocational students are eligible to receive a Reduced Fare TAP card. Submit a Reduced Fare application online at taptogo.net. Please read the instructions carefully and gather all supporting documentation before you begin the application process. You may expect to receive your Reduced Fare TAP card in approximately 20 business days.

If you currently have a Reduced Fare TAP card that will expire in the next 45 days, you may re-apply online at taptogo.net. Gather all supporting documentation before you begin the application process.

As a person with a disability, you may be eligible to receive a Reduced Fare TAP card. To qualify, you must submit a Reduced Fare Application. Please read the instructions carefully and gather all supporting documentation before you begin the application process. You may expect to receive your Reduced Fare TAP card in approximately 20 business days.

If you currently have a Reduced Fare TAP card that will expire in the next 45 days, you may re-apply online at taptogo.net. Gather all supporting documentation before you begin the application process.

Seniors* are eligible to receive a Reduced Fare TAP card. To qualify, you must submit a Reduced Fare Application. Please read the instructions carefully and gather all supporting documentation before you begin the application process. You may expect to receive your Reduced Fare TAP card in approximately 20 business days.

If you currently have a Reduced Fare TAP card that will expire in the next 45 days, you may re-apply online at taptogo.net. Gather all supporting documentation before you begin the application process.

* The qualifying age of a Senior may vary with each regional transit agency.

Less than $1 a day! Depending on the pass you choose. If you ride a lot, a $17 30-Day Pass might be for you. But if you ride occasionally you should consider a $5 24-Hour Access Pass or $1.75 1-Ride. See more information about passes and pricing.

Of course. You can walk up to any kiosk to get a bike with your credit or debit card.

Almost immediately. Give us a few minutes for your account to process and then you’ll be good to go. Once you have purchased your pass you are ready to ride! Just download the Metro Bike Share app to access mobile bike checkout. If you are using the Classic Metro Bike Share system in DTLA, Central LA or on the Westside you can also use your phone number at the kiosk to unlock bikes.

Your pass period begins as soon as you purchase it. Download the Metro Bike Share app to access mobile bike checkout. If you are using the Classic Metro Bike Share system in DTLA, Central LA or on the Westside you can also use your phone number at the kiosk to unlock bikes.

Pass fees are charged when Metro Bike Share enrollment occurs. Depending on your pass type, you may opt-in to auto-renewal.

For all pass types purchased through TAP, usage fee billing is processed once bike is docked and trip is completed. Trip usage fees are charged to the designated card on file which was used during Metro Bike Share enrollment.

Contact Metro Bike Share Customer Service at (844) 857-BIKE and we will be happy to help.

You may only take out one bike at a time with your TAP card. However, you can take out up to four bikes at a time when purchasing 1-Ride trips with your credit or debit card at the kiosk.

If you purchase a 1-Ride at the kiosk you will be charged immediately for your first 30 minutes. Usage fees for trips over 30 minutes will be charged 24 hours after your bike is returned.

If you purchase a Pay-Per-Ride online you will be charged the day you take your trip.

Promo codes can be entered at the checkout page. The discount will be immediately applied to the pass purchase if using a valid and eligible promo code.

A “trip” begins when you remove a bike from any station dock point, and ends when you return it to any station dock point.

Smart Metro Bikes can be locked for free at any Smart Metro Bike Share station. There is a $2 convenience fee to lock the bike to a public bike rack outside station areas, and a $20 convenience fee to lock the bike to a public bike rack outside of the service area.

Casual riders in Downtown and Central LA can unlock Electric Metro Bikes for an additional $1. The standard riding fare of $1.75 each 30 minutes applies thereafter. 30-Day, 365-Day, Business and Reduce Fare pass holders can continue to unlock Electric Metro Bikes for no additional fee.

If you check out a bike and it has a problem, please return the bike to the nearest station. Call us at (844) 857-BIKE immediately so we can fix it and so we can make sure you can continue to ride!

Metro Bike Share bikes are going to experience regular wear and tear, and we have a team of mechanics working to keep the system in good working order. However, if you cause obvious damage to a Metro Bike Share bike, you are responsible for the cost of repair. Please call us immediately at (844) 857-BIKE.

If you lose your TAP card, call us immediately at (844) 857-BIKE so we can cancel the card and get you a new one. Or, log in to your TAP account and report your lost or stolen TAP card by clicking “My TAP Cards”, navigate to the drop-down menu next to the card you wish to suspend and click “Report Lost or Stolen Card.” Make sure you do this quickly to avoid unauthorized use on your account.

Immediately call us at (844) 857-BIKE. The Rider must report the bike disappearance or theft to the local Police Department where theft occurred within 24 hours. Metro Bike Share will consider timely reporting of a stolen or lost bike and a police report when assessing any cost associated with the Rider’s responsibility for the bike.

The Customer Service representative you speak with will ask you to fill out a Theft Report form. In addition, you MUST call or visit the police precinct in which the theft occurred within 24 hours and file a theft report. Your account may be charged for the cost of recovery or replacement of the bike. Please note, you must contact Metro Bike Share immediately.

If anyone is injured, call 911 immediately. You should also call the police department in the jurisdiction the crash took place and file a report with an officer. This will help assure all important information is documented.

Within 24 hours of the incident, you must notify us of the crash by calling Customer Service at (844) 857-BIKE. The bike remains your responsibility until it has been properly locked at a dock, or handed over to a Metro Bike Share representative. Otherwise, you must secure the bike until you are able to return it to Metro Bike Share.

When signing up for a pass, you can choose to receive text notifications. This preference can be changed anytime by logging into your Metro Bike Share account in TAP and changing your Profile settings.

Log in to your TAP account and go to “My Account” and then “Manage Payments.”
For Bikeshare for Business pass holders, log into your Metro Bike Share account and select “Billing Info” or “TAP Card” to update your information.

Our system uses RFID technology in your card, the bikes, and at the station to track your trip’s start and end points. The system then uses algorithms to estimate calories, miles, and carbon emissions.

Yes. As detailed in the User Agreement, you are responsible for the bicycle while it is checked out under your account. If something happens to the bicycle during your check-out, your account will be charged accordingly.

You are responsible for any bike checked out with your Metro Bike Share pass, as detailed in the User Agreement. If you lose your TAP card, call Customer Service immediately at (844) 857-BIKE so we can suspend your TAP card and prevent anyone else from using it to gain access to a bike for which you are financially responsible.

We’re sad to see you go! To cancel your pass, log into your TAP account, navigate to “My Programs”, and select “Cancel Pass” on the menu below your active Metro Bike Share pass. If you are enrolled in pass auto-renewal, opt-out by selecting “Change” under Auto-Renew and toggle the button to “Off”.

To change your pass, log into your TAP account, navigate to “My Programs”, and select “Change” below your active Metro Bike Share pass.

Or, contact Metro Bike Share Customer Service at (844) 857-BIKE and we will be happy to help.