There could be several reasons why your bike key is not working. Log into your account on our website and run through this checklist:
- Is your account active?
- Is your membership status active?
- Have you activated your bike key?
- Is your bike key status "OK"?
- Is your billing info up-to-date? (Click on "Billing" to make sure your credit card hasn't expired.)
If you're still having problems, please submit a customer service request and we'll get you riding again ASAP! If your key is broken or damaged, you can purchase a new one through Customer Service for $10.
In the meantime, if your key isn't working and you need to ride, you can use your credit card to unlock a bike – just go to any Citi Bike kiosk and insert the credit card associated with your account to get a one-time-use ride code (don’t worry, you won’t be charged again). Once you get your ride code, type it into the keypad on a dock with an available bike to unlock the bike. To ride again, insert the same credit card to get a new ride code.
Please note: it's ok to use your credit card occasionally instead of your key, but if we see frequent switching between credit card and key, this alerts us to suspicious activity on your account and we may have to suspend your account.