Frequently Asked Questions | Vancouver Bike Share | Mobi

Frequently Asked Questions

About bike share

What is bike share

Bike share is a service that makes public bicycles available for shared use to individuals on a short term basis. The bikes can be unlocked from one station and returned to any other station in the system, making bike share ideal for short, one-way trips. You can use them to commute, run errands, visit friends, or casually cruise the city. Bike share also improves air quality by reducing vehicle emissions, promotes personal health and supports local business.

Why launch a bike share system in Vancouver?

Bike share offers a convenient, affordable, and fun option for getting around town. It complements other forms of public transit, saves time and money, reduces traffic congestion, strengthens the economy, and keeps you and our planet healthy.

How does bike share work?

Bike share is designed for quick trips with convenience in mind, and is typically used for one-way trips (getting from Point A to Point B). Once you purchase a pass, you can unlock a bike from any station in the system and return it to any station in the system. Rides are limited to short lengths of time to make sure that bikes are available for all users to “share” throughout the day. Bikes can be kept out for longer rides, but extra fees apply.

When should you use bike share vs. bike rental?

Bike share is ideal for short, one-way trips – getting from Point A to Point B. If you’d like to take a multi-hour ride (e.g., keep a bike out for an entire afternoon or day), it’s typically more cost-effective to rent a bike from a rental shop. Find out more about which type of service suits you best in our blog post.

Do I need bike share if I own a bike?

Bike share is great for increasing convenience even if you have your own bike. It's ideal for one way trips which means bike share is a great option if you find yourself without your bike and still want to hop on two wheels or if you only need a bike for part of your trip. Bike share let's you be more spontaneous about your trips and worry less about bike theft! You can also spare your own bike from unnecessary wear and tear by using bike share to roll around. 
About Mobi by Shaw Go

How does Mobi by Shaw Go work?

Mobi by Shaw Go is designed to be a convenient way to get around the city, and is ideal for short rides and one-way trips. Join with a 365 Day, 30 Day or 24 Hour Pass, and you’ll get access to 1700+ bikes in Vancouver at 190+ stations. Pick up a bike at any one of our stations, and drop it off at any station in the system when you’re done with your ride. Take as many rides as you want while your pass or membership is active. Visit How It Works to learn more.

How old do you have to be to use Mobi by Shaw Go?

You have to be 19 years or older to ride Mobi. Users aged 12-18 can use Mobi by Shaw Go with permission from a parent/guardian.

How much does Mobi by Shaw Go cost?

There are different pricing options for gaining access to Mobi by Shaw Go – purchase a 365 Day Pass, a 30 Day Pass or a 24 Hour Pass. Please see the Choose a plan page for details.

Where can I ride Mobi by Shaw Go

You can ride Mobi by Shaw Go all over Vancouver - it's a great way to expereince the city's extensive network of designated bike routes. However, bicycles are prohibited on sidewalks. See our Ride Safe and Cycling Maps pages for more riding tips.

What is a station, a dock, a sign and a payment terminal?

  • station is the row of bikes that can be found throughout Vancouver. They are solar powered and each station consists of a variable number of bike docking ports.
  • dock is what holds each individual bicycle. The bicycles are locked into the docks and must be unlocked using a membership card or 7-digit User Code and PIN number.
  • sign is the structure can be found at one end of each Mobi by Shaw Go station. The sign provides wayfinding (i.e. maps) and information about how Mobi by Shaw Go works.
  • A payment terminal is the structure that will be found at some stations in the future, it contains a touchscreen that can be used to buy passes.​ Stay tuned for future installations!

Can I ride outside of the service area?

You can ride a Mobi by Shaw Go bike outside of the service area. But if you choose to, we recommend not to go too far since you will have to return to the service area to end your ride at station. If you keep a bike out for longer than the length of time included in your pass or membership, you will incur additional usage fees.

Why aren't Mobi by Shaw Go bikes available throughout the whole city?

Mobi by Shaw Go works to bring bike share to as many people and geographic areas in Vancouver as possible. By launching first in the most dense areas of the city, we can ensure a successful, financially stable program that will allow us the opportunity and resources to expand into less dense neighborhoods where stations may not have enough usage to be self-sustaining. Besides, just because there isn’t a bike share station in the neighbourhood where you live doesn’t mean you shouldn’t be a member. Mobi by Shaw Go is a great way to get around the neighbourhoods where you work, play or go to school.

How many bikes & stations are there?

As of summer 2019, Mobi by Shaw Go has over 1750+ bikes and 190+ stations distributed in and around downtown Vancouver. Check out the Station Map to see the full Mobi by Shaw Go coverage.

Is there a mobile app?

Yes! The mobile app is great for planning your trip by using the system map to view bike and dock availability at all stations in the system as well as keeping up-to-date on system announcements, reporting bike issues, and updating credit card information. The mobile app is available for Android and iOS. Download it by searching Mobi by Shaw Go in the Google Play or App Store.

How do the Mobi by Shaw Go bikes work?

The Mobi by Shaw Go bicycles are “smart” bicycles that were designed for easy riding in an urban environment. The bicycles are comfortable and adjustable to accommodate riders. Features include  adjustable seats, flat pedals, puncture-resistant tires and a kickstand for convenience. Every bike has seven speeds, a bell, front and rear-automatic lights and a handy front basket.

Do the bikes fit everyone?

The Mobi by Shaw Go bicycles were built to fit people of different sizes and heights. There is a lever at the bottom of the seat post that allows you to adjust the seat up and down. Please note, you must be at least 150cm tall to ride the bikes.

How do I unlock a bike?

Before you can unlock a bike to start a trip, you need to sign up for a pass. Once signed up, walk up to any available bike at a station. Find available bikes on the Station Map or mobile app.

Once you have chosen a bike wake up the screen by pressing the green “ENTER” button.
  • If you have a membership fob/card, select option #1 for User Card and follow the prompts on the screen.
  • If you are accessing bikes with a 7-digit User Code, select option #2 for User Code and follow the prompts on the screen.
Once the bike as unlocked, a single audible BEEP will be released. To remove it from the dock, pull the bike out by the handlebars or gently lift the bike by the seat to release it. For more tips on using the system, visit out How it works page.

How long can I keep a bike out?

The first 30 minutes of each ride are included in the 24 Hour Pass, 30 Day Pass and the 365 Day Standard Passes. 365 Day Plus Pass holders get the first 60 minutes of every trip free.

You can keep a bike out for longer, but additional usage fees apply. Visit our Choose a plan page or Terms and Conditions for more details and pass costs and overage fees.

If your Mobi by Shaw Go bike has not been returned and correctly docked at a station after 16 hours, the bike will be considered stolen. In this case, you will receive a call from a customer service specialist, and a fee of up to $2,000 plus administrative fees may be charged to your credit card on file.

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 (but you can if you like!).

To end your ride, align the bike with the available dock and firmly push the front wheel into the dock. Wait 10-15 seconds for the bike to release a single auditory BEEP and read RETURN OK on the bike screen to confirm that your ride has successfully ended. If you hear three BEEPS and see LOCK FAILED, PLEASE TRY AGAIN, pull the bike out and try to re-dock it. 

Can I bring a Mobi by Shaw Go bike on the bus, SkyTrain or ferry?

No, Mobi by Shaw Go bikes cannot be taken on a bus, SkyTrain or ferry. Please end your trip before you get on public transit and you can pick up another bike when you get off if you’re still in the service area.

Is Mobi by Shaw Go 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.
365 Day or 30 Day Passes

How much does a pass cost?

365 Day Passes can be purchased at $129 or $159 for 365 days of access to Mobi by Shaw Go. A 30 Day Pass is also available and costs $25 for 30 days of access. Overage fees may apply. All charges subject to tax. Please see the Choose a Plan page for more details.

How do I sign up for a pass?

You can sign up for a pass through this website or our mobile app available on Android or iOS. Please see the Choose a Plan page for more details and select the membership type most suited for you.

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.

Cash and debit (tap only) payments can also be used for purchasing a Vancity Community Pass.

What is your refund policy?

For our complete refund policy, please click here.

When does my membership start once I sign up?

Your membership starts immediately upon purchase and you can start riding right away! Passes can not be purchased in advance. If you bought a pass but don't intend to use it until later, please contact our Customer Service team for assistance. 

Do I need to wait to receive a membership card to start riding?

You do not need to wait to start riding! Your 7-digit User Code can be used right away to start taking trips. If you would like to receive a Mobi by Shaw Go fob in the mail, please contact Customer Service at info@mobibikes.ca. You can also pair an RFID card of your choice to your account for added convenience.

Please note that once you pair an RFID card to your account, your User Code will no longer let you access bikes.

What is a RFID card and how do I link it to my account?

RFID stands for radio frequency identification, it is the use of radio waves to read and capture information stored on a tag attached to an item. An example of a RFID may be your credit or debit cards, some student cards, or your carsharing member card. If your card has the below symbol on it, it has a RFID reader.
Once you have chosen the card you want to link to your Mobi by Shaw Go account to access the bikes, walk up to any bike at the closest station and follow these steps:
  • Press ENTER to wake up the bike
  • Press 1 (“scan card” option)
  • Scan your RFID card (If your RFID card does not communicate with the bike, that means it does not have RFID capabilities. Please try another card.)
  • Enter your 4-digit PIN
  • Enter your 7-digit User Code
  • Enter your 4-digit PIN again
  • Scan your card again - and you’re ready to ride!
If you have any trouble, please contact Customer Service.

How do I take a bike out with my card?

Once you are in front of an available Mobi by Shaw Go bike, wake up the screen by pressing “Enter”. Select 1 and tap your card on the card reader, then enter your 4-digit PIN code. You will hear a BEEP when the bike is unlocked. To remove it from the dock, pull the bike out by the handlebar.

Can I ride even if I don’t have my card with me?

Once you have linked your account to a RFID card, you can only access the bikes with your card. Your user code is only valid to unlock bikes until you activate a card. You must call customer service to reset your user code to access a bike.

How many rides can I take as a Pass holder?

You can ride as many times as you want while your Pass is active! The first 30 or 60 minutes (depending on your plan) of each ride are included in the Standard and Plus Membership costs. If you keep a bike out for longer than 30 or 60 minutes at a time, extra usage fees apply.
Please see the 
Choose a Plan page for more details.

How long can I keep a bike out as a Pass holder?

If you have a Standard Pass, the first 30 minutes of each ride are included in the pass cost. If you have a Plus Pass, the first 60 minutes of each ride are included. You can keep a bike out for longer, but you will be charged extra usage fees. Please see the Choose a Plan page for more information.

What are the fees for rides longer than 30 or 60 minutes?

If you keep a bike out for longer than your allotted 30 or 60 minutes, you will be charged an extra $3 per half hour after your plan's included time. For example: if you have a 365 Day Pass Standard and keep a bike out for 40 minutes, you will be charged an extra $3. Or if you have a 365 Day Pass Pkus and keep a bike out for 65 minutes, you will be charged an extra $3.
To avoid usage fees, keep each ride to 30 or 60 minutes or less. And don't forget, you can take as many 30-minute/60-minutes rides as you want while your pass is active at no additional charge beyond the initial pass cost.

How do I know if I incurred usage fees?

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

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

Every user must have an active credit card on file in case any additional usage fees are incurred for rides over 30 or 60 minutes or for lost, stolen, or damaged bikes. Please see the Choose a Plan page for more details about usage fees. If your billing information or address changes, or if your credit card is going to expire soon, please log into your account and update your Payment Information.

Can I lend my account information to someone else?

No, Mobi by Shaw Go passes cannot be shared and are non-transferrable.

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

You can only take out one bike at a time with your membership. If you’re with someone who also wants to use Mobi by Shaw Go, they can purchase a 24 Hour Pass from the mobile app or website. You can take out multiple bikes at a time if you purchase a 24 Hour Pass and choose multiple bikes when signing up.

Will my Pass be automatically renewed upon expiration? How do I renew it?

When you sign up for a 365 Day, you are automatically enrolled in auto-renew to make sure there are no interruptions in your service.

You can turn off auto-renew by contacting customer service. You can end your membership immediately by logging in online, navigating to My Account and click End My Current Plan. If you have turned off auto-renew, you will have to manually renew your membership. No need to create a new account, simply log into your existing account and choose your plan.

Is there a security deposit for Pass holders?

No, there is no security deposit. But you must keep an active credit card on file in case any overage fees are incurred for rides over 30 or 60 minutes or lost bikes.

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 by Shaw Go email. Please note that you cannot unsubscribe from important servicing emails about your Mobi by Shaw Go account.
24 Hour Passes

How much does a 24 Hour Pass cost?

A 24 Hour Pass costs $12 for 24 hours of Mobi by Shaw Go access and includes unlimited 30 minute rides.

How do I purchase a 24 Hour Pass?

To purchase a 24 Hour Pass you will need to register here and select the 24 Hour Pass option.  Note that your 24 Hour Pass starts from the moment you purchase it.

What payment methods are accepted to purchase a 24 Hour Pass?

You can use any major credit card (Visa, Mastercard, American Express). Prepaid cards are not a valid form of payment.

What is your refund policy?

For our complete refund policy, please click here.

Can I take out more than one bike at a time with a 24 Hour Pass?

You can take up to 4 bikes at the same time on one account. Each bike will cost $12 for a 24 Hour Pass. If you elect to rent multiple bikes at the same time, you agree to rent the first bike for your own use and to make subsequent bikes available to additional users. Prior to riding, the additional user renting a bike under your account will need to review and accept the User Agreement. You will be responsible for each bike rented.

How do I take a bike out with my 24 Hour Pass?

Once you have registered for an account and purchased a 24 Hour Pass, you’ll receive a User code by email. Go to an available Mobi bike and wake up the screen by pressing “Enter”. Select 2, enter your user code, then enter your PIN code. You will hear a BEEP when the bike is unlocked. To remove it from the dock, pull the bike out by the handlebars or lift the bike by the seat to release it.

How many times can I ride with my 24 Hour Pass?

You can ride as many times as you want while your pass is active! The first 30 minutes of each ride are included in the 24 Hour Pass price. If you keep a bike out for longer than 30 minutes at a time, extra usage fees apply. Please see the Choose a Plan page for more details. Your 24 Hour Pass is valid for 24 hours from the moment you purchase it.

How long can I keep a bike out with my 24 Hour Pass?

The first 30 minutes of each ride are included in the 24 Hour Pass price. You can keep a bike out for longer, but you will be charged extra usage fees ($6 for each additional 30 minutes). 

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.

What are the fees for rides longer than 30 minutes?

If you keep a bike out for longer than 30 minutes at a time, you will be charged an extra $6 for each additional 30 minutes. For example: if you buy a 24 Hour Pass for $12 and then keep a bike out for 40 minutes, you will be charged an extra $6. Or if you keep a bike out for 65 minutes, you will be charged an extra $12. To avoid usage fees, keep each ride to 30 minutes or less. And don't forget, you can take as many 30-minute rides as you want while your pass is active at no additional charge beyond the initial pass price.

How do I know if I was charged an extra usage fee?

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

Where are the Mobi by Shaw Go stations?

The Mobi by Shaw Go stations are distributed throughout the service area which includes the Downtown Peninsula, bounded by Arbutus Street, 16th Avenue, and with our recent expansion, as far east as Victoria Drive. You can expect to find the stations near transit stops, employment centres, and other major destinations. Check out the Station Map for the exact locations.

How were these locations chosen?

There are a number of factors considered when determining station locations, including:
  • Population density and points of interest for residents and tourists,
  • The proximity to existing transit infrastructure in order to extend the city’s overall network mass-transit footprint,
  • Proximity or frequency of a nearby station (ideally 200-300 metres) in order to create a contiguous service area that can be travelled end-to-end with relative ease and speed,
  • Technical feasibility (i.e. stop signs are visible, emergency vehicles can safely drive through),
  • Compliance with City guidelines and bylaws.
In addition, we are sensitive to feedback from adjacent business owners and the general public to best to accommodate everyone’s needs and concerns.

Why are you adding a station in this area?

This area is currently underserved by Mobi stations as based on feasibility studies as well as requests from the public. 

Aren't there enough stations already?

Our goal is to have stations distributed every 200-300 metres, or less  than a 5 minute walk apart, in our service area to ensure convenient access for all users. This also provides a seamless network with alternate stations in the case of a station being temporarily unavailable.

Parking is at a premium in this neighbourhood. Installing a Mobi station will make it worse.

As Vancouver densifies, it is important to offer residents and visitors alternative modes of transportation in case they are unable to or choose not to drive a car. Stations also have a much higher utility of the physical space compared to car parking spots. 

Is the system being used? I always see bikes at the stations.

Yes, the system is definitely being used! Ideally, each station should be half full and half empty at any given time so that trips can be both started and ended at each station. 

I'm concerned about noise and loiterers. Will this be an issue?

We are happy to report that since our launch in July 2016, we have not had any issues with loiterers or noise. Noise (and pollution!) will be decreased since bikes are not as loud as cars (for example, no engine or radio sounds). Riders must also be registered with their credit card in order to use the system which provides accountability if needed.

Will the station location affect the safety of road users at all?

No. Each station must be reviewed and approved by a third party traffic engineer and deem the station safe for installation plans to continue. The traffic engineer considers road width, vehicle movements, volume of traffic, type of traffic which frequents the area, etc. 
Safety

Is Mobi by Shaw Go safe?

While there can always be risks with any mode of transportation, bike share has proven to be relatively safe compared to all other modes of transportation. Mobi by Shaw Go bikes are extremely stable and sturdy. They are routinely maintained by professional mechanics who check all the safety features such as the always-on lights, bells, and chain guards. Mobi also has helmets available with bikes.

 

Do I have to wear a helmet?

Yes! It is against the law in British Columbia to ride a bike without a helmet. If you do not own a helmet, you can use the one provided with the Mobi by Shaw Go bike.

How do I ride safely in the city?

There are a few cycling laws that all 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 Ride Safe page for more riding tips.

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.
Helmets

Tell me about the helmets

All helmets are designed to perform above the requirements of Province and national safety standards. The helmets are adult-sized and adjustable, so one size fits most users. Used helmets are thoroughly cleaned and inspected by the Mobi staff before being distributed.

How do I pick up a helmet?

Each bike comes with a helmet courtesy of Mobi by Shaw Go. The helmet is attached to the retractable cable lock. After unlocking the bike from the dock, release the cable, take the helmet and insert the cable in the handlebar. You will find disposable liners at the station sign that you can use for sanitary purposes if preferred. Upon completion of your ride, please leave the helmet on the bike, attached to the retractable lock. 

The helmet doesn’t fit, what do I do?

Sorry about that. Our helmets are designed to fit nearly all adult heads, but some people may not fit within that size range. If you want an alternative helmet option for your trip and don't have your own helmet at that time, you can 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 return my helmet after I’m done?

When you're ready to end your trip, push the bike in the dock to end your trip. Once your trip has ended, pull the retractable cable lock out of the handlebar. Attach the helmet to the cable lock and insert it in the locking slot above the tire.

What do I do if the bike I’m about to rent doesn’t have a helmet attached?

We work hard to keep helmets available with bikes at all times. In the off-chance that a bike doesn’t have a helmet, your best option is to take the next bike. If there is no other bike available at a station, use the station map to find the nearest station with available bikes. You can also purchase your own helmet or rent one by visiting one of the Local Bike Shops.
Troubleshooting

What should I do if my user code is not working?

If you’ve entered your code into the keypad on the bike, and you didn’t hear the BEEP, there may be a few reasons why your access code isn’t working:
  • Something is wrong with the dock → occasionally, the technology on the dock may fail. In that case you may try another bike.
  • The code is incorrect → try again and make sure you have entered the code in correctly.
If it still isn’t working, you can request a new code by calling our Customer Service line.

What should I do if my card is not working?

There are a few reasons why your card may not be working:
  • It hasn’t been activated → you must activate a RFID card at a bike before you can use it.
  • You have an open rental → if you haven’t returned your last bike properly, you won’t be able to take out a new bike.
  • Your payment information is outdated → you must have an active credit card on file in order to use Mobi by Shaw Go; if your card expired or became invalid, your membership card may have been deactivated.
  • You aren’t scanning your card on the correct place on the bike→ make sure you’re tapping your card on the dedicated space located on the handlebar's screen.
If you’ve checked all the reasons above and are still having a problem with your card, please contact Customer Service so we can give you a new user code to link your account to a new card.

What should I do if the bike is not properly locking into the dock?

If you're having trouble docking a bike, please try a different dock first. Make sure the bike is aligned to the dock and you're pushing all the way in the dock. If holding the bike and pushing from the handlebar 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.
When docking the bike, you can also push the "Enter" button to wake up the screen. If the bike is in "screen-saver mode", it might take longer to comminucate with the dock to lock, so waking up the screen will trigger the locking process. 
Here's a short video you can watch to know how to properly end a trip.
If you're still having trouble, please call Customer Service at 778-655-1800. Whatever you do, don't just leave a bike if you can't dock it - you would be charged for additional usage fees or charged a lost/stolen bike charge if your bike is not docked within 16 hours or gets stolen.

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

Please call Customer Service at 778.655.1800 as soon as possible to deactivate your membership fob and prevent fraudulent use. Any overtime, service, damage or stolen bike fees incurred by your fob before you have reported it as lost or stolen will be your responsibility. 

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

In the event that you are experiencing mechanical problems with the bicycles such as a flat tire, break malfunction or other mechanical issue please stop riding, get off the bike and walk it to the nearest station. Dock it and contact us via phone, email or twitter to report the problem and the bike number. 

What should I do if there is no empty dock at the station where I want to return my bike?

If there are no available docks at the station you’d like to use, you can find a nearby station on the websiteTap the station marker to see the exact number of docks available.

What should I do if there are no bikes available when I arrive at a station?

If ​there are no bikes available at the station you'd like to use, you can find nearby stations with bikes on the website or the mobile app. Tap the station marker to see the exact number of bikes available.​

What should I do if I crash my bike?

If you get into an accident, please follow this procedure:
  • 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.
  • Obtain Driver Information. Exchange information with the motorist, including: name, address, phone number, driver's license number, license plate number, make of car and insurance policy number.
  • 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 the motorist. 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.
  • 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.
  • Contact Mobi by Shaw Go. Please contact us to report the incident and file an injury report.

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

If you lose your Mobi by Shaw Go bicycle or it gets stolen, please call Customer Service immediately at 778 655 1800. You must do this within 24 hours. We will provide you with a Mobi by Shaw Go Theft Report form to fill out. Please also call the police district where the incident occurred within 24 hours.Your credit card may be charged for the cost of recovery or replacement of the bike, up to $2000 (+ tax).
HOPR at UBC

What is HOPR?

HOPR offers bike share programs across North America, providing millions of people with a sustainable transportation option. Users can sign up, locate, reserve, and unlock bikes using the HOPR Transit App.

In partnership with the University of British Columbia, HOPR will be kicking off its 3-year operational contract with 100+ bikes in July 2019 and as many as 200+ bikes available by September 2019. Get hoppin'! 

How are Mobi by Shaw Go and HOPR related?

HOPR is a bike share program owned by CycleHop LLC, the same company that owns and operates Vancouver's official public bike share system, Mobi by Shaw Go. 

As a Mobi by Shaw Go member, do I get any HOPR pass benefits?

Stay tuned! We're working on something special.

Will my Mobi by Shaw Go RFID card or 7-digit User Code also unlock HOPR bikes?

No, you will need to download and use the HOPR Transit App in order to sign up and unlock HOPR bikes.

Will helmets be available with HOPR bikes?

Helmets will not be provided with HOPR bikes. Users are responsible for their own helmet while riding.

Can I end my Mobi by Shaw Go trip in the HOPR service area?

No, Mobi by Shaw Go trips can only be started and ended within the Mobi by Shaw Go service area. Fees apply if bikes are left outside of a station.

Can I end my HOPR trip in the Mobi by Shaw Go service area?

No, HOPR trips can only be started and ended within the UBC campus area. Fees apply if bikes are left outside of the designated service area or a designated parking hub.

How do I sign up for a HOPR membership?

Download the HOPR Transit App (available on iOS or Android) to sign up for a HOPR membership and locate and unlock bikes. 

Where can I learn more about HOPR?

Learn more at www.gohopr.com/ubc.