Frequently Asked Questions
1. How does Blue-bike work?
You can end your subscription by logging into your online account and then clicking on ‘Membership Card’. Then carry out the ‘Cancel subscription’ action, which will cancel your subscription.You will then receive a confirmation e-mail. Didn't receive an email? Contact us!Still no answer to your question?
Your subscription is automatically renewed annually, so you don’t have to do anything at all. After one year, you will be asked to pay 12 euro again (the cost of your membership) and you can simply continue to cycle.Still no answer to your question?
Blue-bike and other bike share schemes are complementary. Blue-bike is mostly used for journeys within another city or municipality and especially interesting if you would like to use a bike longer than half an hour. Blue-bike also isn't limited to one city. Being a Blue-bike member, you'll be able to rent a bike on more than 60 locations.Still no answer to your question?
2. How does the key distributor work?
You need a Blue-bike card, a MOBIB card or a voucher to borrow a Blue-bike. Follow the instructions on the terminal.
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Your ride time keeps running so you should return the key as soon as possible. Your ride will be closed by return of the key. You won't come back to this location? Send the key by post (by registered mail!) to the bike point. Send an e-mail to firstname.lastname@example.org for the correct address.Still no answer to your question?
In most cases, an empty machine also means an empty bicycle parking. It is possible, however, that all the bikes in the bicycle parking have been lent, but that the users have not yet collected them. It is also possible that defective bicycles are still temporarily in the racks. If you believe that the machine is defective, however, please contact us as soon as possible!Still no answer to your question?
In case of an exceptional defect you can send a text message to the number that’s mentioned near the key distributor (Blue + location + problem to 8686). We will do what's necessary. If the defect persists, you can ask for help at the bike point. Is the bike point closed? In this case you leave the key in the key box. This blue box looks like a mail box and is usually situated on the bike rack or close by (when there is no blue key box, you have to leave the key in the mail box from the bike point). Always send an e-mail afterwards to email@example.com with the reason, your client/card number and the time and location to be sure that the ride is closed correctly (without a valid reason the ride time will not be modified). It is never allowed to return the key to a different location than the one where you borrowed the bike (not in another key distributor nor in another bike point).Still no answer to your question?
3. When can I use a Blue-bike?
Absolutely. After a 24h rent the rates are raised.Still no answer to your question?
No, it's not possible to reserve a Blue-bike. We do monitor the availability so we can make sure there are enough Blue-bikes. If you'd like to make a reservation for tourist bicycles, you can get in touch with other bike services for their tourist offer. Click per location: www.fietspunten.beStill no answer to your question?
Yes. A Blue-bike subscription will cost you 12 euros per year. Once you're a member, Blue-bike is quick and easy. You may also have received a voucher code from your employer to rent a Blue-bike. This is an offer only for companies.Still no answer to your question?
If you're older than 18 years of age, you can purchase a Blue-bike subscription. You can use the Blue-bikes from the age of 14.Still no answer to your question?
Blue-bike is mostly used by Belgian residents or by people who visit Belgium frequently since it is not possible renting a blue-bike without buying a one-year subscription. If you are frequent visitor you can register even if your address is abroad. If you’ll be visiting Belgium for a shorter time, we advise you to rent a bike at another bike service that provides rents for shorter periods. You'll find more information about other bike services here.Still no answer to your question?
The automatic key distributor is available 24/7. Once you're a Blue-bike member you can rent a Blue-bike at any time as long as you have your card or voucher code with you.Still no answer to your question?
4. Signing up and log-in facilities
You can become a member of Blue-bike in two ways: online via our website, or in one of our bike points. Be sure to check the opening hours if you want to register via the bike point. You will pay a fee of 12 euro for an online registration, and for a registration in one of the bike points you will pay 18.30 euro: 12 euro for the membership and 6.30 euro for two vouchers that you receive on the spot. You can therefore immediately borrow a Blue-bike, in anticipation of receiving your Blue-bike card, when you register via the bike point.Still no answer to your question?
Your vouchers can only be used once your account has been approved. When this is done, you will receive an e-mail from us.Still no answer to your question?
It is normal that your vouchers (the number combination with which you can start a trip at the machine) are not added to your account immediately. This can take a few weeks. Have you still not received any voucher codes after one month? In this case, please send us an e-mail, so that we can check what may have gone wrong.Still no answer to your question?
You can enter this discount code in step 3 of your online registration at https://www.blue-bike.be/en/become-a-member. Promotions can only be redeemed by online registration and not through a registration in a bike point. Advantages apply to new members and cannot be granted retroactively. Per person the maximum of 1 benefit applies and a discount code cannot be combined with other discount codes. By using the discount code you become a member of Blue-bike and you accept the general terms and conditions.
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5. Blue-bike card
Of course, in case of loss or theft you can block your card yourself by logging into our website. Then click on ‘Membership Card’, and you will see three icons displayed. The play / pause button can be used to block / unblock your card. Good luck!Still no answer to your question?
No. Unfortunately, it is not possible to link two cards to one subscription, but it is possible to borrow two bikes with one card. Do you still need two cards? In this case, you can create a second subscription. Be aware, however, that you can only register once with the same e-mail address.Still no answer to your question?
You can link your MOBIB card to your subscription yourself by logging into your online account (www.blue-bike.be). When you are logged in, click on ‘Membership Card’ at the top. Then click on the two arrows (‘request duplicate’), where you can either order a new card, or link a MOBIB card. In order to link your MOBIB card, you must enter all 19 digits of your MOBIB card consecutively. If you don’t succeed immediately, you may also mail us your MOBIB card number, and we will arrange this for you.Still no answer to your question?
It should take a maximum of 5 working days to receive your card after your online registration. If you're registering outside Belgium, it could take longer.
If you chose to pay by direct debit, your card will be sent after we've received your signed mandate on firstname.lastname@example.org or by mail. Please inform us if you have not received your card in 5 working days.
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6. The Blue-bike bicycle
No, to make the Blue-bike system quick and easy, there are no extra features to hire. On the back of the Blue-bike there is a handy basket where you can put your laptop or shopping bag. Therefore it is technically impossible to provide children seats or bike bags.Still no answer to your question?
The standard Blue-bike is a city bicycle with either 3 or 7 speeds, depending on the terrain (flat or hilly) and a basket on the back. The height of the saddle can be changed easily.Still no answer to your question?
Yes, there are even two locks: a wheel lock and a cable lock.Still no answer to your question?
No, this is unfortunately not possible. Due to the fact that we invoice a large number of small amounts every month, it is impossible for us to follow-up on this correctly. For this reason, direct debit is the best option. In this way, you also avoid reminders. If you disagree with the amount on your invoice, please send us an e-mail. We will then review this before the direct debit is processed.Still no answer to your question?
No, unfortunately it is not possible to pay by credit card. For this reason, we ask members who paid by credit card in the past to transfer the money manually with the mentioned structured communication. Members in this situation can also switch their payment method to direct debit. You can easily change your payment method to direct debit on your personal online account by choosing direct debit under 'payment method' and by then changing your bank account number.Still no answer to your question?
You'll be e-mailed a monthly invoice with an overview of your incurred journeys. You can log on with your e-mail address and chosen password to review your usage at any time.
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It's important to end your bike hire correctly. The key always has to be brought back to the key distributor. You journey will only be completed after returning the key to the key distributor.
It's important that the electronic key does not get left behind in the blue 'keybox'. If this happens your rental will not be ended correctly. The 'keybox' is a seperate box only to be used in case of a defect key distributor. After leaving your key in the keybox, send us an e-mail (email@example.com) so we can complete your journey correctly. We don't want you to be charged more than you should.
Have you got other questions about your invoice? Let us know and we will get back to you as soon as possible.Still no answer to your question?
You largely determine this yourself. You pay a fixed rate of 12 euro for your membership every year. In addition, you pay the costs for the bike trips you made on a monthly basis. You always pay a fixed rate per 24-hour period. In Brussels, for example, you pay 3.15 euro for the first 24 hours; in Leuven the rate is 1.15 euro for the first 24 hours. You can review all the rates here. Please note, however, that other rates apply after 24 hours. Return your bike therefore to its original location in time!Still no answer to your question?
Your Blue-bike subscription is automatically renewed, to make sure you can keep on using Blue-bike. You can terminate your subscription up to two weeks before renewal. The non-payment of an invoice when you did not use Blue-bike, but did create a membership is not a valid termination of your subscription. You will still have to pay the membership fee if you did not cancel your membership on time. You can terminate your membership via your online account, or by sending an email to firstname.lastname@example.org.Still no answer to your question?
It's important to finish your journey correctly. If you hired a Blue-bike through the automatic key distributor the key needs to go back in there after returning your bike. Only this way your journey is completed correctly.
The keybox is a separate box only there for leaving the key in case of a defect key distributor. In this case, send us an e-mail mentioning your member number so we can manually close your journey.
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8. Damage & Theft
Does your bike have a defect? If you are near the Blue-bike point, you can return the bike. You can report the problem via the key distributor and get a new bike free of charge if the bike was returned within 15 minutes.
If you are more than 1.5 km away from the Blue-bike point, you can make use of Ethias' free Blue-bike assistance:
- Call Ethias on 011/28 28 28
- Mention the policy number: 45.338.256
- Mention your Blue-bike card number
- Mention the bike number (is located at the rear mudguard)
More information about the assistance of Ethias can be found here.Still no answer to your question?
Firstly, please block your card to make sure no one uses your Blue-bike card. You can block your card by logging on to the website with your e-mail address and your password. Once logged on you'll find the possibility to block the card and to apply for a new one.Still no answer to your question?
If there's anything wrong with your bike, please notify a 'bike point' employee, or put the key back in the key distributor and mark the bike as 'defect' - instructions on how to do this are on the key distributor display. You can also e-mail us here; be sure to include the number of your Blue-bike.
If your Blue-bike broke down and you're too far to walk back to the 'bike point', you can call Ethias for free assistance: Click here to learn how.Still no answer to your question?
If your Blue-bike gets stolen please report it at a police station and send an e-mail to email@example.com. Send the official report and your Blue-bike key to: Blue-bike, Postbus 113, 2018 Antwerpen Centraal Station. Please let us know as soon as possible. You will have to pay a fee, see here. If you don't send us an official report and/or your Blue-bike key, you'll have to pay the price of a new Blue-bike (see rates).Still no answer to your question?