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CityCycle Hotline

1300 CCYCLE (1300 229 253)

7.30am to 5.30pm, 7 days a week.

If you have any questions, please contact us.

   

Who can use CityCycle?

Anyone 17 years of age and over can use CityCycle.

Where can I ride with CityCycle?

The Terms and Conditions state that subscribers will only use the bike for normal commuting or recreational use on paved roads and not use the bike for racing, trail riding, stunts or tricks, riding through water or in any location that is prohibited or a nuisance to others, or to conduct any business.

Do I need to wear a helmet?

By law, it is a condition of hire that helmets are worn by users. For further information please visit the Queensland Department of Transport and Main Roads website. One in four bikes have helmets as a courtesy, these are subject to availability. Customers who choose a Monthly Membership can purchase a helmet during the sign up process.

I have forgotten my PIN code, what should I do?

Members can request their PIN through the CityCycle website or through our free app AllBikesNow. Your PIN will be emailed to you, alternatively, you can phone our Contact Centre on 1300 CCYCLE (1300 229 253) between 7:30am and 5:30pm, 7 days a week.

Casual subscribers must contact the CityCycle Contact Centre on 1300 CCYCLE (1300 229 253) between 7:30am and 5:30pm, 7 days a week to request this.

Is it necessary to take out public liability insurance to use the service?

You are not insured by the provider when using the self-service bike hire system and you do so entirely at your own risk. We strongly recommend that you take out your own public liability insurance if you do not have such a policy already in place. You may also enquire with your home and contents insurer to confirm if you already have liability coverage before investing in this elsewhere.

Alternatively you can join Bicycle Queensland at an annual membership fee of $99.00 for individuals, $79.00 concession and $139.00 for families or households. Membership includes public liability and personal injury insurance as well as a variety of other benefits. For further information contact Bicycle Queensland on (07) 3844 1144 or visit www.bq.org.au.


What should I do if the bike is lost or stolen?

In the event of theft of the bike, go to the Police immediately to report the incident. Also notify the Contact Centre on 1300 CCYCLE (1300 229 253) immediately and send a copy of your Police report to the following address:

CityCycle
Unit 3, 16 Duncan Street
West End QLD 4101

What should I do if I have an accident and the bike is damaged?

Notify the CityCycle Contact Centre immediately. Until the bike has been locked at a CityCycle station, it remains under your liability.

I have lost my card, how do I get a new one?

If you have lost or misplaced your Classic Card, please contact the CityCycle Contact Centre on 1300 CCYCLE (1300 229 253) between 7:30am and 5:30pm, 7 days a week. Alternatively, you can request a new card through the ‘My Account’ feature of the website or our free app AllBikesNow.

If you have lost or misplaced your TransLink go card, you will need to replace this card and link your new card up with your CityCycle account. This can be done through the ‘My Account’ feature of the website or our free app AllBikesNow or by phoning our Contact Centre on 1300 CCYCLE (1300 229 253) between 7:30am and 5:30pm, 7 days a week.


If you are a Classic Card subscriber, there is a replacement fee of $5.00 and it may take up to 5 working days for you to receive your new card. You will be able to access the scheme using your membership number and PIN until your receive your card.

I have purchased a helmet and have chosen to collect in person, where do I collect my helmet from?

Helmets can be collected from the CityCycle Depot at Unit 3/16 Duncan Street, West End, the next business day after having subscribed online.
In order to be issued your helmet, you will be required to supply a copy of your tax invoice (sent by email upon joining) and one piece of ID (i.e. Driver’s License or 18+ Card).

Collection hours are Monday to Friday from 8:30am until 3:30pm.
Any customer service enquiries are to be directed to our CityCycle Contact Centre on 1300 CCYCLE (1300 229 253) between 7:30am and 5:30pm, 7 days a week, or complete the online email form.

Why have I received a charge on my credit card?

Please refer to Usage Fees for further information on any charges associated with the scheme. Remember any trip under 30 minutes is free however hire charges will apply when the rental period exceeds 30 minutes.
You can see the log of your past trips by logging into the My Account section of the website or our free app AllBikesNow.
Please direct any of your membership and account queries to our CityCycle Contact Centre on 1300 CCYCLE (1300 229 253) between 7:30am and 5:30pm, 7 days a week, or complete the online email form.

Remember, by law, you must wear a helmet when using CityCycle. All riders must be over 17 years of age.

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