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Frequently asked questions

Who can become a Zyp Member?

You must be at least 18 years of age to be eligible to use Zyp BikeShare. Your Zyp membership is your responsibility to keep secure and maintain. Memberships cannot be shared. If your Membership is shared with others you are responsible for any incidents that occur.

Where can I ride my Zyp bike?

You can ride anywhere in the city as long as you remain within the system area. You can check the designated area on the Zyp maps, website, App or Kiosks. If you leave the area you will be warned and might incur penalties.

How long can I ride a Zyp bike?

The first 45 minutes of every ride is included with all passes. Keep the bike longer if you like for an extra charge.  45 minutes after the bike was checked out Overtime Charges will be incurred.

Overtime Charges are $2.00 for the additional 0 - 30 minutes and $4.00 and each additional ½ hour thereafter. Overtime charges will be capped at $74 which is 10 consecutive hours of usage.

 

After 12 consecutive hours, the Zyp bike will be considered stolen and a fee of $1500 will be charged to your credit or debit card, unless it is reported to Zyp BikeShare differently. If you have a problem, please call customer service at 1-844-ZYP-BIKE (844-997-2453).

 

Go to the pricing page to learn more about pass types..

Why did I receive an additional charge on top of my pass purchase amount?

1-Day, 3-Day, and 1-Month passes offers users unlimited rides up to 45 minutes. If you ride longer than 45 minutes during any single checkout (ride) without docking the bike, you will incur Overtime Charges until you dock the bike. Your 45-minute ride time resets each time you undock a bike, so to avoid these charges, simply dock and undock the bike -- or undock a new bike -- will reset the 45 minute timer. 

 

Go Pass users will pay $3 for each 45 minute ride, rides longer than 45 minutes will incur Overtime Charges..

 

 

Why does Zyp BikeShare have Overtime Charges?

Zyp is not a rental service, it is a bike share. Overtime charges apply to all passes to prompt users to put the Zyp bikes back in the system for all to share, rather than taking the Zyp bike up to their hotel room, office or home for the day.

 

If you want to take a long ride, or keep the bike while you eat that's cool, but we charge a little extra as no one else is able to use that bike during that time.

 

Don't want to pay extra? Remember to dock the bike in under 45 minutes. Theres a timer on the bike so you always know how long you have left. If you have a pass with unlimited rides you can check out the bike again straight away. 

Can I lend my Zyp key fob or Pass card to someone else?

No. Your key fob or Pass card, for any type of pass, is valid only for you and is tied to your identification information (including your payment card). If your Pass is shared with others, you are responsible for any incidents and charges that occur. You cannot transfer any pass or membership to another user.

How do I take a Zyp bike out of a dock?

Depending on your pass type, you may have a Zyp key fob or Pass card. Touch the horn button on the left side of the handlebars. If the screen comes on and shows the bike as 'Available' you can check it out.

 

Place key fob or your Pass card on the handlebars, below the bike's screen on the indicated location. The Zyp bike will signal that the key fob or Pass card has been read and will then signal that you are ready to remove the bike from its docking point. You have 15 seconds to take the Zyp bike out of the dock (or unlock the secondary lock of the Zyp bike if the bike is not in a dock). If you do not remove the Zyp bike in 15 seconds, the bike will re-lock and you will have to repeat the steps.

 

App users should log into the app and ensure they have an active Pass. select the bike unlock icon (Android= Bike icon; IOS= Padlock icon) enter the 4 digit bike number (loctaed near back wheel) and slide the slider to unlock.

 

If it is not possible to unlock the Zyp bike you will receive an error code. There might be a problem with the bike or your pass. Try again on another bike at the station or review your membership information at the kiosk or on the app

 

If you have a problem, please call customer service at 1-844-ZYP-BIKE (844-997-2453) and let them know any error messages you received and on which bikes.

I am just visiting for a short time. How do I use the system?

You can purchase a 1-Day, 3-Day or 1-Month pass at a kiosk or on the Zyp mobile App and enjoy unlimited rides for that period. Alternatively, register for a Go-Pass on only pay when you ride. Details can be found on the pricing page.

How is the Go Pass different from the other passes?

The Go Pass is a pay as you ride option, meaning you only pay when you ride. There is no cost to sign up. Once registered you will be charged $3 each time you check out a bike.

The first two minutes of any Go Pass ride is the 'test ride' time. If you notice a fault with the bike and dock it in under two minutes you will not be charged.

1-Day, 3-Day and 1-Month passes are available for purchase and allow unlimited rides for that period. 

More details can be found on the pricing page.

I registered online. Can I use the service now?

Yes, after you register you can use the system right away by unlocking a Zyp bike using the App. Download the App and login, choose the unlock option and input the Zyp bike number located near the back wheel. It will unlock for your immediate use.

 

If you choose to purchase a key fob you will receive it by mail within a few days. You will need to log into your account to activate it, then you are ready to go.

 

I received my Key Fob through the mail. How do I activate it?

You have several options:

You can activate your Key Fob online here. Use your e-mail address and password to log-in, and then type the Key Fob number on the activation menu.

You can activate your Key Fob by contacting customer service at 1-844-ZYP-BIKE (844-997-2453).

 

* Take note that you will have 90 days to activate your Membership card after you subscribe online.

How many passes can I purchase simultaneously with my credit card or debit card?

If you are purchasing a pass at a kiosk, you can purchase up to 4 passes per transaction and check-out one bike per pass.

 

Users signing up online or on the app can use their card to purchase as many passes as they wish, but each pass will need to be purchased under a different log-in.

When does the pass period begin?

Your pass period begins at the time of purchase. After you register you can use the system right away by unlocking a Zyp bike using the mobile Zyp App.

What do I do if there are no empty docks when I return my Zyp bike?

Check the map for a close by station and dock the bike there.

 

If the full station has a kiosk, follow the steps to request free additional time to allow you to get to the next station.

 

You can check the availability and location of every station on the kiosk, the website or the Zyp mobile app.

 

You can also call 1-844-ZYP-BIKE (844-997-2453) and we will help you create a virtual space at your current location and you will then be able to dock your bike using the secondary lock.

What do I do if there are no Zyp bikes available at the station?

Check the Maps on the kiosk screen, on the website or on the App. It will show the real time availability of the Zyp bikes at all docking stations. To download the Zyp App to a smartphone, click here.

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