If you lost your bike key and suspect that someone may have access to it, please call us immediately at 855-245-3311 to deactivate your key and prevent fraudulent use. Any overtime, service, damage or stolen bike fees incurred by your key before you have reported it as lost or stolen will be your responsibility.
Or if you prefer, you can switch to using your mobile phone to unlock bikes – when you contact Customer Service to deactivate your old bike key, ask them to help you switch to mobile ride codes.
You can place an order for a new bike key here for a replacement fee of $10. Keys typically take 7-10 business days to arrive.
In the meantime, if 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.