FAQ

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 join or purchase a pass, you can unlock a bike from any station in the system and return it to any other 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 rides – getting from Point A to Point B. If you’d like to take a long 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.

Do I need bike share if I own a bike?

Bike share can still be very useful even if you own your own bike. It’s ideal for one-way trips, when you wouldn’t be able to ride your own bike back home. It also saves the hassle of having to carry around a bike lock and find a place to lock your bike, and you never have to worry about your own bike getting stolen (or parts getting stolen) if you leave it locked outside in a city. Using bike share instead of your own bike can also spare your bike from unnecessary wear & tear that a city can put on a bike.
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 as a Yearly or Monthly Member or buy a Day Pass, and you’ll get access to 1,500 bikes in Vancouver (currently there are over 800 bikes available). Pick up a bike at one of our stations whenever you need one, and drop it off at any other station 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 16-19 can use Mobi by Shaw Go with permission from a parent.

How much does Mobi by Shaw Go cost?

There are different options for using Mobi by Shaw Go – purchase a Yearly, Monthly Membership or a Day Pass. Please see the Choose a plan page for details.

Where can I ride Mobi by Shaw Go

In addition to the extensive network of designated bike routes, you can ride Mobi by Shaw Go on almost all Vancouver streets. 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 user code and PIN number.
  • sign is the structure that can be found at one end of each Mobi by Shaw Go station. The sign is a wayfinding sign that contains a map 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.

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 Main Street. You can expect to find the stations near transit stops, employment centers, 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 in order to create a contiguous service area that can be travelled end-to-end with relative ease and speed,
  • Technical feasibility,
  • Compliance with City guidelines.​
In addition, we are sensitive to feedback from adjacent business owners and the general public, and do our best to accommodate everyone’s needs and concerns.

Can I ride outside of the service area?

You can ride a Mobi by Shaw Go 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 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’s goal is 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 traffic to be self-sustaining. Besides, just because there isn’t a bike share station in the neighborhood where you live doesn’t mean you shouldn’t be a member. Mobi by Shaw Go is a great way to get around the neighborhoods where you work, play or go to school.

How many bikes & stations are there?

When the system is fully rolled out, there will be 1,500 bikes and 150 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 there is. The mobile app is available for Android and iOS and allows you to see the stations maps and information related to your account.

How do the Mobi by Shaw Go bikes work?

The Mobi by Shaw Go bicycles are “Smart” bicycles (not electric) that were designed for easy riding in an urban environment. The bicycles are comfortable and adjustable to accommodate all riders without tools and feature 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 all 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. 

How do I unlock a bike?

First, you need to become a Member or buy a Day Pass to be able to use Mobi by Shaw Go. Then, find available bikes on the Station Map or mobile app.

Once you are at the station, go to an available bike and wake up the screen by pressing “Enter”. If you have a membership fob/card, tap it on the card reader and enter your PIN code. If you are using a Day Pass with code, enter your access code and 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 long can I keep a bike out?

The first 30 minutes of each ride are included in the Day Pass and the Standard Memberships. Plus Membership holders get the first 60 minutes of every trip free.

You can keep a bike out for longer, but additional usage fees apply.

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.

Push the front wheel of the bike firmly into the bike dock and wait for the BEEP. A single BEEP indicates that the bike is properly secured into the dock. If you hear 3 BEEPS, 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 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 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 manages the largest “Smart Bike” bike share systems in the United States and other world-class cities in the world.
Memberships

How much does a Membership cost?

Yearly membership can be purchased at $129 or $159 for 365 days of access to Mobi by Shaw Go. Monthly memberships are also available and cost $15 or $20/month, plus overage fees. Please see the Choose a Plan page for more details.

How do I sign up for a Membership?

You can sign up for a Membership through this website. Please see the Choose a Plan page for more details and choose the membership type you'd like (Standard or Plus Pass).

How can I pay for my Membership?

All Mobi by Shaw Go Memberships require a valid credit card on file, and payment may be made with either Visa, MasterCard or American Express.

What is your refund policy?

For our complete refund policy, please click here.

When does my membership start after I sign up? Will I receive a membership card?

Your Membership starts immediately upon purchase and you can start riding right away! 
You will not receive a membership card. You have 2 options to access the bikes: use your 7-digit user code or link your account to any RFID card.

Please note that your user code will no longer be valid to access bikes once you have linked a card to your account.

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 would be your credit or debit cards, some student cards, your car-sharing member card. If your card has the below symbol on it, it has a RFID reader.
Once you have choosen 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 PIN
  • Enter your 7-digit user code
  • Enter your PIN again
  • Scan your card again..and you’re done.
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 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.

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 member?

You can ride as many times as you want while your membership 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 member?

If you have a Standard Membership, the first 30 minutes of each ride are included in the membership cost. If you have a Plus Membership, 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 30 minutes at a time, you will be charged an extra $2 for 30-60 minutes and $3 per half hour after 60 minutes. For example: if you have a Standard Membership and keep a bike out for 40 minutes, you will be charged an extra $2. Or if you have a Plus Membership 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 membership is active at no additional charge beyond the initial membership 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 member 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 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 membership fob to someone else?

No, Mobi by Shaw Go memberships cannot be shared and are not transferrable.

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

You can only take out one bike at a time with your Membership. If you’re with a friend who also wants to use Mobi by Shaw Go, he/she can purchase a Day Pass from the mobile App or website. You can take out multiple bikes at a time if you purchase a Day Pass and choose multiple bikes when signing up.

Will my membership be automatically renewed upon expiration? How do I renew my Membership?​

When you sign up for a new Membership, you are automatically enrolled in auto-renew to make sure there are no interruptions in your service. If you have never turned off auto-renew in your account, you don’t need to do anything to enjoy another month of Mobi by Shaw Go!

If you have turned off auto-renew in your account settings, 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 members?

No, there is no security deposit for members. But you must keep an active credit card on file in case any usage 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.
Day Passes

How much does a Day Pass cost?

A Day Pass costs $7.50 for 24 hours of Mobi by Shaw Go access and includes unlimited 30 minute rides.

How do I purchase a Day Pass?​

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

What payment methods are accepted to purchase a Day Pass?

You can use any major credit card (Visa, Mastercard, American Express) to purchase a Day Pass. 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 Day Pass?

You can take up to 4 bikes at the same time on one account. Each bike will cost $7.50 for a Day 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 Day Pass?

Once you have registered for an account and purchased a Day 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 Day 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 Day 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 Day Pass is valid for 24 hours from the moment you purchase it.

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

The first 30 minutes of each ride are included in the Day Pass price. You can keep a bike out for longer, but you will be charged extra usage fees ($5 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 $5 for each additional 30 minutes. For example: if you buy a Day Pass for $7.50 and then keep a bike out for 40 minutes, you will be charged an extra $5. Or if you keep a bike out for 65 minutes, you will be charged an extra $10. 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.
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 ha 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 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. 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 lock it. Then pull the retractable lock out of the handlebar. Attach the helmet to the 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).