Frequently Asked Questions | Vancouver Bike Share | Mobi

Frequently Asked Questions

About Mobi by Shaw Go

What is Mobi by Shaw Go?

Mobi by Shaw Go is Vancouver’s official bike share program operated by Vancouver Bike Share Inc. Mobi serves as  a convenient way to get around the city, and is ideal for short rides and one-way trips.

Sign up for a 24 Hour, 30 Day, or  365 Day (Annual) membership – or pay as you go as a Pay Per Ride member – and you’ll get access to over 2500 bikes all over Vancouver.  Pick up a bike at one of our 250+  stations whenever you need one, and drop it off at any other station when you’re done with your ride.

Visit our 
How It Works page to learn more.

How old do you have to be to use Mobi?

To be an account holder, you must be 19+; or if the rider is 12-18 years they must be assisted by an adult in the manner outlined in Section 1.10 and 1.11 of the Terms & Conditions agreement.

To ride an e-bike, you must be 19+.

How many bikes & stations are there?

There are 2500 bikes and 250 stations across Vancouver. These include 100+ e-bikes.

Tell me more about your bikes.

The Mobi bicycles were designed for easy riding in an urban environment. They were built to be comfortable for any type of rider, regardless of height or riding ability. There is a lever at the bottom of the seat post that allows you to adjust the seat up and down.

Classic Bikes

The Mobi Classic bikes were designed for easy riding in an urban environment. They have seven speeds, a bell, front and rear-automatic lights, a cable lock, and a handy front basket. With padded seats and upright handlebars, they provide a comfortable riding position, best for casual riding around the neighborhood or bike paths, short-distance commuting, and errands around town.

To locate a classic bike use the Mobi by Shaw Go app and tap the classic bike filter:

E-bikes

E-bikes are just as accessible and easy to use as our classic bikes – you can start and end your e-bike trips at the same docks as the classic bikes. E-bikes have the same features as the classic bikes – They are durable, comfortable, and have a 3-speed gear with a battery that provides up to 50 km in range.

Just start pedaling and the power kicks in. With speeds up to 25 km/hr you'll have the power to shave time off your commute and get up hills with no issue. 
You can change the level of assist when riding by pressing the 1, 2, or 3 on the keypad. Level 3 provides the highest level of pedal assist. 

To locate an e-bike use the Mobi by Shaw Go app and tap the e-bike filter:

 

Where can I ride Mobi? 

In addition to the extensive network of designated bike routes, you can ride Mobi by Shaw Go on almost all Vancouver streets.

Our service area includes the neighbourhoods of Jericho Beach, Kitsilano, Downtown, West End, Downtown Eastside, Strathcona, Grandview-Woodland, Mount Pleasant, and Fairview loosely bounded by Dunbar Street, 20th Avenue and Victoria Drive.

You can find the stations near transit stops, employment centers, and other major destinations. Check out the Station Map or download the Mobi by Shaw Go App on the App Store or Google Play for the exact locations. 

Can I ride outside of the service area?

You can ride a Mobi bike outside of the service area, but it's a good idea not to go too far, since you will have to return to the service area to dock your bike. If you keep a bike out for longer than the length of time included with your pass, you will incur additional overage fees.

Why are rides only 30 minutes?

Bike share is designed for short rides and one-way trips. Rides are limited in length to make sure that bikes are available for all users to “share” throughout the day. That’s why only the first 30 minutes of each ride are included in the pass price, and why extra fees apply for longer trips – to encourage riders to use bike share for short trips and to return their bikes within this amount of time. 

Can I bring a Mobi bike on the bus, skytrain or ferry?

No, Mobi bikes cannot be taken on a bus, skytrain or ferry. Please dock your bike before you get on, and you can pick up another bike when you get off if you’re still in the service area.

Is Mobi owned by the City of Vancouver?

Mobi by Shaw Go is a City of Vancouver supported project. It is owned and operated by Vancouver Bike Share Inc, a subsidiary of CycleHop LLC, a company that specializes in “smart bike” bike share and micro-mobility systems in North America.
 
Getting Started

Download the Mobi by Shaw Go App on the App Store or Google Play for the best experience.

Follow these easy steps:

  1. Subscribe to a pricing plan
  2. Enter requested account details
  3. Add credit card details

How do I create an account?

  1. Go to mobibikes.ca or download the Mobi by Shaw Go app.
  2. Click ‘Sign Up.
  3. Fill in the requested details. 
Once you sign up you'll need to purchase a pass and add a payment method. An active pass and valid credit card are required to take a bike out.

How do I locate stations & bikes?

Download the Mobi by Shaw Go on the App Store or Google Play to locate the 250+ stations across town and all available classic bikes and e-bikes. 

How do I unlock a bike?

Once you have signed up, added a payment method, and selected your desired pass you will be able to unlock a bike at any of our stations.

To unlock a Classic Bike: 

If you have a User Code:
  1. Press Enter to wake up the bike
  2. Choose option "2"
  3. Enter your 7-digit User Code and press Enter
  4. Enter your 4-digit PIN code, and press Enter
  5. At the BEEP, remove your bike and enjoy your ride!

If you have a User Card:
  1. ​Press Enter to wake up the bike
  2. Choose option "1"
  3. Scan your RFID card
  4. Enter your 4-digit PIN and press Enter
  5. At the BEEP, remove your bike and enjoy your ride!
If you see the text "Bike Unavailable" that means the bike is unavailble and can not be unlocked.

To unlock an E-Bike:

If you have a User Code:
  1. Press Enter to wake up the bike
  2. Enter your 7-digit User Code and press Enter
  3. Enter your 4-digit PIN code and press Enter
  4. At the BEEP, remove your bike and enjoy your ride!

If you have a User Card:
  1. ​Press Enter to wake up the bike
  2. Scan your fob/RFID card above the keypad
  3. Enter your 4-digit PIN and press Enter
  4. At the BEEP, remove your bike and enjoy your ride!
If you see the text "Maintnance" that means the bike is unavailble and can not be unlocked.

How do I return a bike?

You can return your bike to any station with an available dock – you don't have to bring it back to the station where you picked it up.
  1. Insert the front tire of the bike into any available dock
  2. Wait for one “BEEP” to make sure the bike is properly returned and rental is ended
    1. On a Classic Bike, a “Return - OK!” message will appear on the screen.
    2. On an E-Bike, this symbol will appear on the screen: 
  3. Pull the integrated cable lock from the handlebar
  4. Feed the cable lock through the top of the helmet
  5. Firmly insert the cable to the slot above the tire to lock it
  6. To successfully complete your ride make sure you see or hear a locking notification on the bike. If you do not receive a notification, press the ENTER button on the keypad and re-insert it into the dock.

TIPS: 
  1. Seeing your trip’s Time & Distance on the screen is not an indicator of your ride ending correctly.
  2. Make sure that the front wheel of the bike is correctly aligned with the dock to avoid the bike jamming.
  3. If you hear 3 BEEPS, that means your ride has not successfully ended. Pull the bike out and try to re-dock it.
Pricing

Available Passes

  1. All passes are immediately activated upon completion of payment. 
  2. All prices listed do not include taxes. 
  3. Purchasing a pass gives you access to both classic bikes & e-bikes at the following rates: 

Pay Per Ride (PPR):

Choose to access up to four (4) bikes on one account. The per-minute rate applies to each bike taken.
  • CLASSIC BIKE: $1.00 to unlock + $0.25/minute thereafter. Minimum $3/ride. 
  • E-BIKE: $1.50 to unlock + $0.35/minute thereafter. Minimum $3/ride. 

24 Hour Pass:

$15 to sign up. Choose to access up to four (4) bikes on one account. You will be charged an additional 24 Hour Pass ($15) per bike (i.e., 2 bikes = $30).
  • CLASSIC BIKE: Unlimited 30-minute rides in a 24-hour period. Rides longer than 30 minutes incur overage fees of $0.25/minute. 
  • E-BIKE: $0 to unlock + $0.25/minute for the first 30 minutes. If you ride for longer than 30 minutes, the rate changes to $0.35/minute.
This pass does not auto-renew.

30 Day Pass:

$30 to sign up. 
  • CLASSIC BIKE: Unlimited 30-minute rides in a 30-day period. Rides longer than 30 minutes incur overage fees of $0.25/minute. 
  • E-BIKE: $0 to unlock + $0.25/minute for the first 30 minutes. If you ride for longer than 30 minutes, the rate changes to $0.35/minute.
This pass auto-renews every 30 days.

365 Day Standard Pass:

$129 to sign up. 
  • CLASSIC BIKE: Unlimited 30-minute rides in a 365-day period. Rides longer than 30 minutes incur overage fees of $0.25/minute. 
  • E-BIKE: $0 to unlock + $0.15/minute for the first 30 minutes. If you ride for longer than 30 minutes, the rate changes to $0.35/minute.
This pass auto-renews every 365 days.

365 Day Plus Pass:

$159 to sign up. 
  • CLASSIC BIKE: Unlimited 60-minute rides in a 365-day period. Rides longer than 60 minutes incur overage fees of $0.25/minute. 
  • E-BIKE: $0 to unlock + $0.15/minute for the first 60 minutes. If you ride for longer than 60 minutes, the rate changes to $0.35/minute.
This pass auto-renews every 365 days.

To learn more and subscribe to one of our passes, click here.

Click to learn about our Corporate Membership rates and Community Pass rates.

Are there additional fees?

There are fees occasionally charged to ensure Mobi by Shaw Go is always in good condition for everyone. View fees for damaged, stolen, or recovered bikes here.
Account Management

Where can I find my User Code?

You can find your User Code by logging into your account on our website or by downloading the Mobi by Shaw Go app on the App Store or Google Play .

After logging on the website, you’ll see your User Code displayed under the Welcome message. On the app, you’ll find your User Code at the top of the screen.   

How can I pay for my pass?

All Mobi by Shaw Go passes require a valid credit card on file. Payment may be made with either Visa, MasterCard or American Express. Visa Debit and Debit MasterCards are also accepted. Prepaid credit cards are not a valid form of payment.

Please note that there will be a $25 charge applied and immediately cancelled to check the validity of your credit card.

If you do not have a credit card, you may qualify for our Community Pass. Learn more here.

Why do I need to keep an active credit card on file?

Every member must have an active credit card on file in case any overage fees are incurred for rides over 30/60 minutes (depending on your pass).

Please see the Choose a Plan or the Pricing page on the Mobi by Shaw Go App for more details about overage fees.

If your billing information or address changes, or if your credit card is going to expire soon, please log in to your account and update your Payment Information.

How do I add a credit card to my account?

App:

  1. Log in to your account using your email address & PIN code
  2. Open the Menu on the bottom left of your screen
  3. Go to “Payment”
  4. Tap “Add payment card”

Website:

  1. Log into your account using your email address & PIN code
  2. Click on “My Account” located at the top right of your screen
  3. Click on the “My Payment Information”
  4. Toggle the “Auto-renew” button to turn it off.

I was charged $25. What is this charge?

A $25 charge will be applied and immediately cancelled in order to check the validity of your credit card and initialize the electronic payment process.

How do I know if I was charged an overage fee?

Exceeding your ride limit of 30/60 minutes (depending on your pass) will incur an overage fee. Overage fees are charged at a per minute rate. See the pricing section to see the per minute overage rates.

Taking an e-bike will also incure additional fees on top of the price of your pass. See the pricing section to see the per minute e-bike rates.

You can login to your account on the website or the mobile app to see the charges incurred for each trip.

What is Mobi’s refund policy?

For our complete refund policy, please click here.

How do I activate my pass? 

Your pass activates immediately upon purchase and you can start riding right away. 

Can I lend my account to friends/family?

Memberships cannot be shared with anyone and are intended for the sole use of the account owner.

However, with the 24 Hour pass or Pay Per Ride, you can choose to access up to 4 bikes under the same account to ride with your friends and family.

Every other pass option requires each rider to create their own account.

Please note that all additional riders must be at least (12) years old to ride a classic bike and (18) years old to ride an e-Bike, and that the account holder is responsible for each bike rented under their account.

Can I take out more than one bike at a time?

You can purchase a 24 hour pass or sign up for Pay Per Ride to allow up to four (4) active bikes on one account. You will be charged an additional 24 Hour Pass per bike (i.e., 2 bikes = $30). Additionally, all overage fees are also charged per bike.

You would use the same credentials (User Code/User Card + PIN) to unlock the bikes. All other memberships/passes are limited to one (1) bike per account. Keep in mind that the account holder is responsible for each bike rented under their account.

How do I turn off auto-renewal?

When you sign up for a new 30 day, 365 Day Standard, or 365 Day Plus Pass, you are automatically enrolled in auto-renew to make sure there are no interruptions in your service. 

If you would like to disable auto-renewal for your pass, you can do so by logging in to your account on the Mobi App or Website:

App:

  1. Log in to your account using your email address & PIN code
  2. Open the Menu on the bottom left of your screen
  3. Go to “My Plan”
  4. Toggle the “Auto-renew” button to turn it off

Website: 

  1. Log into your account using your email address & PIN code
  2. Click on “My  Account” located at the top right of your screen
  3. Click on the “My Profile” tab
  4. Toggle the “Auto-renew” button to turn it off.

If you would like to reactivate auto-renewal or if you need any assistance related to auto-renewal, please contact our Customer Service team at info@mobibikes.ca or call us at 778-655-1800.

How do I unsubscribe from emails?

If you no longer want to receive promotional emails from Mobi by Shaw Go, please click the “unsubscribe” link at the bottom of a Mobi email. Please note that you cannot unsubscribe from important servicing emails about your Mobi account.

Can I purchase a new pass while my current pass is still active?

No, you must wait for your pass to expire, or cancel your active pass before purchasing a new pass; purchasing a pass while an active one exists on your account will automatically cancel the existing pass.

Can I delete my account?

To delete your account please contact our Customer Service team at info@mobibikes.ca or call us at 778-655-1800.
 
Safety

Is Mobi by Shaw Go safe?

Mobi by Shaw Go bikes are extremely stable and sturdily built. They are routinely maintained by professional mechanics who check all the safety features such as the brakes, always-on lights, bells, and chain guards. Mobi also provides helmets at most of our stations.

Do I have to wear a helmet?

Yes! It is the law in British Columbia to ride a bike with a helmet. Choosing to ride a bike without a helmet would be against our Terms & Conditions.

Does Mobi by Shaw Go provide helmets?

Yes! Courtesy helmets and helmet liners can be found at our stations. Helmets are attached to the retractable cable lock on the bikes, and helmet liners can be found at the station signs. Helmets are one-size-fits-most and have adjustable chin straps.

When you're ready to dock your bike, pull the retractable lock out of the handlebar. Loop it through the top of the helmet to secure it and dock your bike to end your rental.

If you want an alternative helmet option for your trip, check our Local Bike Shops page for retailers nearby who can sell or rent helmets that are a better fit for you.

How do I ride safely in the city?

Here are some cycling laws that riders must follow to help ensure a safe ride:
  • Ride in the same direction as traffic
  • Follow all traffic signs and signals
  • Yield to pedestrians
  • Stay off sidewalks
  • Never ride distracted – wearing headphones in both ears or using your phone while riding is never a good idea
  • Use hand signals when turning, and do not weave in and out of traffic
Please see our Bike Safe page for more riding tips.

What do I do if I get into an accident? 

If you get into an accident, please follow this procedure:     
  1. Seek Immediate Medical Attention. Get off the road away from moving traffic. If you are injured, call 911 and request an ambulance. If your injuries are minor, consult a doctor immediately and get a written evaluation. Have photos taken of injuries and record symptoms for several days. 
  2. Obtain information from involved parties. Exchange information with the involved parties, including: name, address, phone number, driver's license number, license plate number, make of car and insurance policy number. 
  3. Wait for the Police to Arrive. Even if you believe you have not been injured, wait for the police to arrive. You may not realize you've been injured until later. Once you have left the scene, it may be impossible to track down those involved. When the police arrive, co-operate. Stay calm and make sure you give them your side of the story. Take down the name of the officer and ask for the police case reference number.
  4. Document What Happened and Obtain Witness Information. Remember the details about the accident: when, where and how it happened; and road, traffic and weather conditions. As soon as possible, write everything down. Draw maps or diagrams showing the position and direction of everyone involved. Take photos. Write down the names and phone numbers of witnesses.
  5. Contact our Customer Service team at info@mobibikes.ca or call us at 778-655-1800 to report the incident and any injuries sustained.

Where are the bike lanes in Vancouver?

There are many bike paths, bike lanes & greenways throughout Vancouver. Please visit our Cycling Maps page for more information and resources available to plan your route.
Troubleshooting

Why can’t I start a ride?

1. Confirm that you’ve selected a plan.

You cannot use the service before you have selected a plan – To do so:
  1. Login to your account on our App
  2. Click on the Menu button on the bottom-left of your screen
  3. Click on “Pricing”
  4. Select the plan that most suits your needs
OR
  1. Login to your account on our Website
  2. Click on “Choose a Plan”
  3. Select the plan the most suits your needs

2. Update your payment method.

You cannot use the service without a valid payment method. Make sure that your payment information is up to date.

3. Confirm that you don’t have an active trip.

If your last bike wasn’t returned correctly or is still active, you cannot take another bike out. End your previous trip before attempting to start a new one.

To confirm that your last bike  was returned correctly:
  1. Login to the Mobi by Shaw Go App
  2. Click on the Menu at the bottom-left of the screen
  3. Click on “My trips”
  4. If the “To:” field is blank, then your last bike was not returned correctly.
Please contact Customer Service if you have an active trip and are no longer with the bike.

4. Issue with your User Code

If you believe that there is an issue with your User Code, try the following:
  1. Double-check that your User Code is correct. You can do this by logging into the Mobi by Shaw Go app or visiting the “My Account” section on the website.
  2. If you’re sure that you’re inputting your User Code correctly, you can try unlocking a different bike in case this is an issue with the specific bike/dock.
If it still isn’t working, please contact our Customer Service team at info@mobibikes.ca or 778-655-1800 for assistance.

5. Issue with PIN Code

If you have forgotten your PIN code, follow these steps to reset it:

Login to your account on the Mobi by Shaw Go App:
  1. Click on the Menu on the bottom-left of your screen
  2. Click on “My account”
  3. Click on “Change pin code”
  4. Enter your new PIN Code
  5. Click on “Change pin code”
OR

Login to your account on the Website.
  1. Click on “My account”
  2. Click on “My Personal Information”
  3. Click on “Change Your PIN Code”
  4. Enter your new PIN code
  5. Click on “Save New PIN Code”

6. Issue with User Card

If your User Card is not working, it could be that:
  1. It hasn’t been activated → you must activate your card at a classic bike before you can use it. To activate hit "Enter" on a classic bike to wake it up and Choose option "1" and scan your User Card and follow the prompts on the screen. 
  2. You are not scanning your card in the correct place on the bike; make sure you are tapping your card on the dedicated space above the keypad. 
If your User Card was lost/stolen, go to “My account” and click on “I lost my card” to receive a User Code to use to unlock bikes.

7. Issue with the bike

The issues could be specific to the bike you are trying to unlock – you can try unlocking a different bike if the above solutions do not resolve the issue.

If issues with starting your ride persist, please contact our Customer Service team at info@mobibikes.ca or 778-655-1800 for assistance.

Why can’t I end my ride?

Make sure you are following the steps to correctly end your ride. See "How do I return a bike?" in the FAQ section Getting Started

Here are some tips you can try to help you end your ride:
  1. Align the front wheel with the dock’s wheel guide.
  2. Push the bike into the dock firmly.
  3. Rock the bike from side to side
  4. Press the Enter button to prompt a “Ride Ended” notification
  5. Try another dock
If you have tried to end your ride by following the steps and tips, and you are still running into issues ending your ride – There could be a connectivity issue with this specific station. Please contact our Customer Service team at info@mobibikes.ca or 778-655-1800 for assistance.


My bike is not working properly, what should I do?

In the event that you are experiencing mechanical problems with the bicycles such as a flat tire, brake malfunction or other mechanical issues please stop riding, get off the bike and walk it to the nearest station. Dock the bike and report the issue through the Mobi by Shaw Go App or contact Customer Service (778-655-1800) to report the problem and the bike number. 

The station is full. What do I do?

If there are no available docks at the station you’d like to use, you can find a nearby station on the website or the Mobi by Shaw Go app.

If you’re nearing your 30/60 minute ride limit, reach out to Customer Service to let them know of your situation – we’ll happily waive any overage fees incurred in these situations!

The station is empty. What do I do?

If there are no bikes available at the station you’d like to use, you can find nearby stations with bikes on the Mobi by Shaw Go app or the Website. Tap the station marker to see the exact number of bikes and e-bikes available. 

What should I do if my bike gets lost or stolen?

If you lose your Mobi bike or it gets stolen, please follow these steps and contact us as soon as possible:
  1. File a police report. 
  2. Document the scene and record relevant details such as the last known location of the bike and if it was in stopover. If so, did you document your stopover by taking a picture or video of the process as outlined in the T&C?
  3. Contact Customer Service and provide all of the above information. 
Please keep in mind that failure to contact us within 24 hours of the incident may lead to an account suspension and additional fees – please see Section 10.1 Overage Fees and Penalties in our Terms & Conditions for more information. 

Once you complete the steps above, we will review your account with you and determine the next steps.