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Blue-bike

The App

How does the lock work?

How does the key distributor work?

The Bicycle

My Ride

My Membership

Blue-bike Card

Damage & Theft

Payment

Blue-bike

1.

Can I return my Blue-bike to another location?

It is possible to return your Blue-bike to another location, but keep in mind there are surcharges in this instance. You can find the details on our Pricing here.

2.

How do I borrow a Blue-bike?

At the key dispenser:

  • Scan the Blue-bike/MoBIB card at the dispenser (or enter the voucher code);
  • Follow the instructions on the screen;
  • A drawer opens – extract the key whose light turns red;
  •  Look for the Blue-bike bike with the same number (on the rear mudguard) as the keychain;
  • Unlock the lock;
  • You can start cycling.

 

At the Blue-bike point with bikes equipped with a digital lock:

  • Log in on the app;
  • Click on “Locations” and select the Blue-bike location on the map;
  • Choose your bike and follow the instructions in the app;
  • The digital lock opens automatically, so no manual intervention is needed

3.

What’s the difference between bike share schemes like Villo! or Velo?

Blue-bike and other bike-sharing systems are complementary. Still some miles to go from the train station or public transport hub? Blue-bike is perfect for the last mile(s) of your journey. In addition, you can use it for a whole day, which makes it particularly interesting. Blue-bike is not limited to one city, but our bikes are available to you in more than 100 locations in Belgium!

4.

Where can I borrow Blue-bikes?

We are present in more than 100 locations in Belgium, especially in train stations, bus and tram stops. All Blue-bike points are indicated on our website or in the App.

5.

How many Blue-bikes can I borrow at the same time?

With your Blue-bike membership, you can borrow two Blue-bikes at the same time. Borrowing fees are the same for both bikes.

6.

I am at a Blue-bike point and would like to cycle right away. It that possible?

First, you need to become a member to borrow a Blue-bike. Then, you can borrow a bike at the maximum rate of 3.50 euros for the first 24 hours.

 

At Blue-bike points where there are bikes equipped with a digital lock, you can cycle immediately using the app (once you have become a member).

 

At rental points with a key dispenser, you need a membership card. After registration, the card will be sent to you as soon as possible. However, during the opening hours of the bike point, you can also register there. You will then receive two vouchers that allow you to cycle while waiting for your card to arrive via the post.

7.

Do I have to be a member to borrow a Blue-bike?

To be able to borrow our bikes, you must become a member. A membership costs 12 euros per year. This allows us to offer our bikes at favorable rates.

8.

How old do you have to be to become a Blue-bike member?

Anyone over the age of 18 can apply for a membership. You can use the Blue-bikes from the age of 14.

9.

I live abroad: Can I become a member?

Are you a frequent visitor? It’s possible. All you have to do is register on the site and the card is sent, even abroad, as soon as possible. Is this your only visit to Belgium? It would be better to consult another bike service with daily rentals. Blue-bike works with annual subscriptions.

10.

Can I or should I reserve my Blue-bike?

While it’s not possible to reserve a Blue-bike, we constantly monitor rentals to ensure availability of our Blue-bikes at all locations. To book tourist bikes, you can contact the bike points by station here: www.fietspunten.be

11.

When can I use my Blue-bike?

The key dispenser is open 24 hours a day. Once you are a member, you can always borrow a Blue-bike, provided you have your card or voucher with you.

12.

What is a voucher?

A voucher can be used once to rent a Blue-bike for a maximum of 24 hours.

How can I get a voucher?

  • Through your employer who has a professional Blue-bike subscription;
  • Through a Blue-bike promotional campaign;
  • By purchasing a ride from an external partner.

 

Businesses with professional affiliation can purchase vouchers through their online account.

A voucher can be used at the key distributor (enter the 10 digits on the screen) or to rent a Blue-bike with digital lock (save the voucher in the app).

13.

Does Blue-bike offer e-bikes?

At location Leuven Tiensevest, Blue-bike will now offer e-bikes. In 2024, we plan to expand the number of locations with e-bikes.   

A location with e-bikes is indicated in the app and on the website by a pink icon with lightning bolt.     

The icon indicates the total number of bicycles available at the location and is therefore the sum of the number of e-bikes and non-electric bikes at this location. 

14.

Who can rent an e-bike?

In the initial phase, only members can borrow an e-bike. It is currently not yet possible to borrow an e-bike with a voucher. 

My Blue-bike ride

1.

Can I pause my bike rental?

The 24 hour period of your bike rental is continuous and cannot be paused. However, we don’t expect you to keep peddling for 24 hours, so take a break whenever you want and use our frame lock to lock the bike while you’re away.

 

The 24 hour period of your bike rental is continuous and cannot be paused. However, we don’t expect you to keep peddling for 24 hours, so take a break whenever you want and use our frame lock to lock the bike while you’re away.

 

To lock your bike with a digital lock during a rental:

  • Open the app.
  • Your current ride should be available.
  • Select “Lock Bike”
  • You have the option to pause the ride or end the ride. Choose pause ride.
  • The lock should now be released and allow you to push the lever down and lock the bike.

 

Note: Locking the digital lock does not end your rental unless you are at a Blue-bike point and specifically choose to end your ride.

2.

I returned the Blue-bike but my ride is still ongoing!

After completing your trip – either via the key dispenser or via the app – it is important to wait until the confirmation is displayed.

 

If your trip is still ongoing, even though you have completed it, inform us via the contact form. After checking if the bike (and key) are at the Blue-bike point, we will close the trip.

3.

Can I keep the Blue-bike for longer than 24 hours?

You pay per day (24 hours). You can keep the bike longer, but you will have to pay an additional fee. For more details see here.

4.

Where can I check my trips?

You can check your trips in your Blue-bike account via our website application  here or in the app.

5.

Can I return my Blue-bike at a location different from where I borrowed it?

Yes, you can return the Blue-bike to another location but you will have to pay an additional fee. You can find the Blue-bike rates and surcharges on here.

6.

Can I keep the Blue-bike overnight?

You can keep the Blue-bike overnight, but keep the duration of your rental (24 hours) in mind.

How does the new app work?

1.

Can I use the app at all the Blue-bike locations?

For now, you can only use the app to rent bikes equiped with a digital lock. You can check the type of lock in the app.

Meanwhile, we are working hard to make all our bikes available  with the app in the near future.

2.

How can I rent a Blue-bike with the app?

Go to Blue-bike location with Bluetooth locks and open the app;

 

  • Click on ‘locations’ and select the Blue-bike locations on the map.
  • Choos your bike and follow the instructions in the app.

 

Note: Currently, you cannot borrow Blue-bikes from the key dispenser using the app.

3.

Can I pause my ride?

Sure!

  1. Open the app and click on ‘Locations’.
  2. Click on ‘Lock your bike’.
  3. Click on ‘Pause ride’.
  4. Follow the instructions in the app.

Continue cycling? Click ‘Unlock your bike’.

4.

How do I end my ride?

Return your bike to a Blue-bike location and open your app;

  1. End your ride with a digital lock by clicking “Lock your bike” on the map;
  2. Then choose “End ride” and follow the instructions in the app.
  3. Check that the ride has ended in the app!

5.

Can I return my Blue-bike at any location?

It is possible to return your Blue-bike to another location, but keep in mind there are surcharges in this instance. You can find the details on our pricing page here.

6.

I forgot to end my ride in the app. Now what?

You can only end your ride if you are at a Blue-bike location and close to the bike.

 

Can’t get to your final location anymore? Send an e-mail to info@blue-bike.be or via the contact form and we will contact you as soon as possible.

7.

My phone has stopped working. How do I continue my ride?

You can only unlock/lock a Blue-bike with digital lock via the app.

 

Never leave a bike unattended. Notify us as soon as possible via text to 8686 – start your message with BLUE + location + problem. Together we’ll look for a suitable solution.

8.

How to upload a voucher?

You can upload a voucher in two ways.

  • You have received the voucher via your phone: click on the link;
  • You have received the voucher via your computer or on paper: go to ‘my vouchers’ in the app and scan the QR code.

9.

How do I use a voucher?

After you have added a voucher in the app, click on the location where you want to borrow a bike

  • Choose an available bike.
  • Click on ‘use a voucher’.
  • Choose a voucher from the list.

If you click on a bike equipped with a classic key lock, you will be asked to go to the vending machine. There you can enter the 10-digit code of a voucher. Your valid vouchers can be found under “My Account > My Vouchers”

10.

The voucher is invalid according to the app. What now?

Unfortunately, vouchers have a limited validity period. Check whether the voucher you want to top up is still valid.

 

Another possible cause is that the voucher was charged on another device and has already been used to borrow a Blue-bike.

11.

My vouchers have disappeared from the app. What do I do now?

We store uploaded vouchers locally on your device. If for some reason you have had to erase the data from the app – or you have installed a new version of the app, the vouchers will unfortunately disappear from your device.

 

You will have to add the vouchers again. We are sorry for the inconvenience.

How does the new digital lock work?

1.

My cell phone does not connect to the lock

Make sure your Bluetooth stays enabled and that you are near the bike.

Check if you have the right bike. Is the bike number displayed in the app the same as the number on the bike?

 

Did you receive an error message in the app during the process?

  • Make sure you close the error message.
  • Try again a few times.
  • Closed the app completely and restart it.
  • Turn of Bluetooth and then turn it back on, and try again.
  • Restart your phone

 

You still encounter the same problem when trying to borrow a bike?

  • Try another bike.

 

Still experiencing issues? Send us a free SMS with subject ‘BLUE + location + nature of the problem’ to 8686 and we’ll get back to you promptly.

2.

The lock won’t open, what do I do now?

Make sure your Bluetooth stays enabled and that you are near the bike.

  • Check if you are standing near the correct bike. Is the bike number displayed in the app the same as the number on the bike?
  • Verify if a spoke is pushing against the lock, preventing it from opening.

 

Did you receive an error message in the app during the process?

  • Make sure you close the error message.
  • Try again a few times.
  • Closed the app completely and restart it.
  • Turn of Bluetooth and then turn it back on, and try again.
  • Restart your phone

 

You still encounter the same problem when trying to borrow a bike?

  • Try another bike.

 

Still experiencing issues and the ride has already started? Send us a free SMS with subject ‘BLUE + location + nature of the problem’ to 8686 and we’ll get back to you promptly.

3.

The lock will not close

Lock the bicycle using the app and make sure to keep your Bluetooth enabled and stay near the bicycle. The app will prompt you to manually push the lever and lock the bike.

  • Check if you are standing near the correct bike. Is the bike number displayed in the app the same as the number on the bike?
  • Check if a spoke is pushing against the lock, preventing it from opening.

 

Did you receive an error message in the app during the process?

  • Make sure you close the error message.
  • Try again a few times.
  • Closed the app completely and restart it.
  • Turn of Bluetooth and then turn it back on, and try again.
  • Restart your phone

 

Still experiencing issues? Send us a free SMS with subject ‘BLUE + location + nature of the problem’ to 8686 and we’ll get back to you promptly.

 

4.

I forgot to end my ride in the app. What should I do now?

You can only end your ride if you are at a Blue-bike location and near the bike.

Unable to reach the location? Send us an email at info@blue-bike.be or through our contact page and we’ll get back to you as soon as possible.

5.

My phone is not working anymore. How do I continue my journey?

You can only lock or unlock a Blue-bike with a Bluetooth lock by using the app.

 

Never leave a bike unattended. Notify us as soon as possible via text to 8686 – start your message with BLUE + location + problem. Together we’ll look for a suitable solution.

 

The Blue-bike app

1.

Can I use the app at all Blue-bike locations to open a lock?

The app only allows you to borrow Blue-bikes that are equipped with a smart lock. With a Blue-bike or MoBIB card, you can borrow both types of bikes. You can use the app to check which type of bike is available at which location.

2.

Does the Blue-bike app replace the My-Blue-Bike web application?

The Blue-bike app does not replace the My-Blue-bike web application. You can log into the My-Blue-bike web application via the website. Besides consulting your rides, you can also block your card or change your account and payment details. For the time being, blocking your card or changing your account/payment details are not possible in the Blue-bike app.

3.

How do I report a defect with a Blue-bike via the app?

It is only possible to report a problem with the last bike you borrowed. In addition, the following conditions must be met:

  • The bike must be equipped with a smart lock. Reports for bikes equipped with a key lock must be reported via the key dispenser.
  • Your rental must have finished at a Blue-bike location.
  • You must be the last user of the bike (so it is best to report a defect immediately upon return of the bike).

If you break down during your ride, you can call Ethias free breakdown service. Lock the bike and stay with it until Ethias breakdown service arrives.  Your ride will be closed automatically. You can find information on how to contact Ethias here.

4.

I can’t open the Blue-bike app. What should I do?

You might not have the latest version of the app.

  • Delete the current app on your smartphone;
  • Download the Blue-bike app;
  • Log in to the updated version of the Blue-bike app. This is done in 2 steps.
    • Enter your email address and the password that you chose when you became a member. (This is the same password as for your personal online Blue-bike account.)
    • Confirm your mobile number.

 

Note: You are only able to log in to the app if you are a Blue-bike member. You can become a member here.

5.

I want to report a bike defect in the app, but I can’t change the bike number. What should I do?

You are only able to report a defect for the last Blue-bike you borrowed. The number of that bike is automatically filled in when you go to report a bike defect in the app.

6.

What can I do with the Blue-bike app?

With the Blue-bike app, you can:

  • Find locations where you can borrow a Blue-bike and see how many Blue-bikes are available;
  • View your rides and consult the details of a ride such as start location, start time, end location and end time;
  • View the route of your ride (on Blue-bikes rentals on bikes fitted with a smart lock)*;
  • Report a defect for a bike equipped with a smart lock on condition that you have finished your ride at a Blue-bike location.
  • If you do break down on the way, you can call Ethias bicycle assistance.

*Rest assured, this information can only be viewed by you. Blue-mobility will only request route details in exceptional cases such as loss or theft of the bike.

7.

Where can I download the Blue-bike app?

You can download the Blue-bike app, titled “Blue-bike”, for Apple (iOS 8 or higher) and Android devices (Android 4.1 or higher) via the Apple App Store or Google Play respectively.

8.

How do I rent an e-bike?

Our e-bikes are equipped with a digital lock. You can use the app to borrow an e-bike in just the same way as a non-electric bike. 

In the list of bikes at a location, e-bikes are indicated by a pink icon with a lightning bolt. 

How does the smart lock work?

1.

With a smart lock, can I leave my Blue-bike anywhere?

No, the Blue-bike should always be returned to the location where you borrowed it. If you do return the Blue-bike to a different location, a surcharge will be applied. You can find details on our surcharges here.

2.

Do I pay more for a ride on a bicycle equipped with a smart lock?

No. Charges are the same for bikes with a smart lock and bikes with a key lock.

3.

How do I end my ride with a smart lock?

For a Blue-bike with a smart lock you lock the bike manually after returning it to the Blue-bike location.To do this, simply tilt the handle on the lock toward the bike and then push the handle down.The smart lock detects that your bike has been locked at the Blue-bike location and your ride will automatically end.

 

Please note that your ride will only end when the bicycle is at the Blue-bike location, not when it is elsewhere and the lock has been closed. Thus, it is possible to lock your Blue-bike with a smart lock while using it. In that case, the time count of your ride will continue and will only end when you lock the smart lock at the Blue-bike location.

4.

How do I know if a Blue-bike is equipped with a smart lock?

In the app, you can see which locations are equipped with smart locks, and which locations still have a key dispenser – or a combination. You can also recognise Blue-bikes with smart locks by the QR code on the panel on the handlebar. With a Blue-bike or MoBIB card in your pocket, you’re always sure that you can rent a bike. With the app, you can only rent Blue-bikes that are equipped with a smart lock.

5.

How do I rent a Blue-bike with a smart lock?

1) With the app

  • Tap the bike seat of an available* Blue-bike equipped with a smart lock to wake the bike from its sleeping/standby mode;
  • You will hear a beep;
  • Open the Blue-bike app and scan the QR code on the panel on the handlebar;
  • You will hear a series of beeps and the lock will pop open;
  • You can now start cycling.

 

2) With your Blue-bike card or MOBIB card

  • Tap the bike seat of an available* Blue-bike equipped with a smart lock to wake the bike from its sleeping/standby mode;
  • You will hear a beep;
  • Hold your card close to the card reader of the smart lock;
  • You will hear a series of beeps and the lock will pop open;
  • You can now start cycling.

 

3) With a voucher
To rent a bike that is equipped with a smart lock with a voucher, you will need to use the app.

 

Using the app for the first time?

  • Log into the app and enter the voucher code on the home screen.
  • Then follow the steps below starting with tap the bike seat.

Not your first time?

  • You should first log out of the app;
  • When you open the app again, you will be able enter the voucher code on the home screen.

Then follow these steps:

  • Tap the bike seat of an available Blue-bike equipped with a smart lock to wake the bike from its sleeping/standby
  • You will hear a
  • Scan the QR code on the panel on the handlebar with the app.
  • You will hear a series of beeps and the lock will pop
  • You can now start cycling.

 

*Do you hear a long beep when you wake the Blue-bike from its sleeping/standby mode and do you see a red light on the lock? The Blue-bike is not available. Try waking up another Blue-bike.

6.

I can’t get the smart lock to close. It might be broken. What can I do?

The lock is equipped with a lever with a safety button. Try this to see if you can get the lock to close:

  • To remove the safety, turn the button in the direction of “arrow 1”;
  • Then push the lever down in the direction of “arrow 2” to close the lock;
  • If the lock is closed correctly you will hear a beep and a green light on the lock will come on.
  • If this does not work, check to see if a spoke on the rear wheel is preventing the lock from closing.

 

Still can’t get the lock to close? The lock is probably broken.

  • Bring the bike back to the Blue-bike location;
  • Send a text message to 8686 (gratis) stating Blue smart + problem.

Blue-bike will block the bike so it cannot be borrowed again and will quickly send someone to repair the bike.

Can’t ride to a Blue-bike location/more than 1.5km away from a Blue-bike location?

  • Call Ethias breakdown service;
  • Stay with your bike until Ethias arrives;

7.

How does a smart lock work?

Blue-bike smart locks are equipped with a card reader, GPS tracker, motion sensor, LED lights, and an audio buzzer. The lock communicates with the central Blue-bike platform over the mobile phone network.

 

  • The built-in card reader allows you not only to borrow a bike with the app, but also with your Blue-bike or MoBIB card.
  • The GPS tracker enables Blue-bike to automatically close a ride made with a bicycle equipped with a smart lock when the lock is closed at a Blue-bike location. Moreover, you can consult the route details of your ride through the Blue-bike app. (Rest assured, the route details can only be viewed by you. Blue-mobility will only request the route details in exceptional cases such as loss or theft of the bike.)
  • The motion sensor is not only used to wake the bike from its sleep mode, it is also used to detect any attempted theft. An alarm will go off and Blue-bike will be notified immediately of the suspicious movements.
  • The LED light and the buzzer give information about the communication process using colours and sounds. For example, if someone tries to borrow a bike with a blocked card, the user will hear a long beep and see a red light coming on. When the user uses the app to borrow a bike, he or she will also see the reason for refusal.

How does the key distributor work?

1.

How does the key distributor work?

With the Blue-bike or MoBIB card:

  • Scan the Blue-bike or MoBIB card at the key dispenser;
  • Follow the instructions displayed on the screen;
  • A drawer opens – remove the key whose light turns red.

 

With a voucher:

  • At the dispenser, select the “borrow” option;
  • Choose “voucher”;
  • Input the 10-digit voucher code;
  • A drawer opens – remove the key whose light turns red.

2.

There are bikes at the Blue-bike point but I can’t borrow one!

There can be several reasons for this:

  • In most cases, the key dispenser is empty;
  • The bikes are rented out but the users only take them later;
  • These are bikes that are waiting for repair;

3.

I accidentally took the key home. What now?

First of all, inform us via the contact form!

 

If you pass by the Blue-bike point in the next few days, you can return the key to the automatic dispenser. Let us know as soon as you have returned it.

 

Otherwise, send the key by registered mail with the tracking number to;

Blue-Mobility

Carnotstraat 39,

2060 Antwerp.

 

Make sure to pass us the tracking number!

 

Do not leave the key in another Blue-bike key dispenser!

4.

What to do when the key dispensers are full?

After scanning the key, you can leave it in the key box. It is a blue mailbox, which is usually located at the front of a Blue-bike bike parking lot, or in a slot on the side of the dispenser.

 

Inform us by SMS 8686 (gratis) to ensure that your trip is completed. Start your message with BLUE + key number + key box (example: BLUE 2023 key box).

 

Do not leave the key in another Blue-bike key dispenser!

5.

What if the key distributor doesn’t work anymore and I want to return a key?

You can leave the key in the key box. It is a blue mailbox, which is usually located at the front of a Blue-bike bike parking lot, or in a slot on the side of the dispenser.

 

Inform us by sending a text to 8686 (gratis) to ensure that your trip is completed. Start your message with BLUE + key number + key box (example: BLUE 2023 key box).

 

Do not leave the key in another Blue-bike key dispenser!

6.

I had to leave the key in the key box. What now?

Inform us by SMS 8686 (gratis) to ensure that your trip is completed. Start your message with BLUE + key number + key box (example: BLUE 2023 key box).

The Blue-bike bicycle

1.

How can I secure the Blue-bike equipped with a key lock during a break?

It is sufficient to close the frame lock:

  • Turn the key in the opposite direction of you;
  • Lower the lever with the other hand;
  • Remove the key.

 

You have the option of attaching your bike to a fixed object by looping the chain around the fixed object and then connecting to the lock hole.

 

2.

How can I secure the Blue-bike equipped with a digital lock during a break?

  • Open the app.
  • Your current ride should be available.
  • Select “Lock Bike”
  • You have the option to pause the ride or end the ride. Choose pause ride.
  • The lock should now be released and allow you to push the lever down and lock the bike.

 

Note: Locking the digital lock does not end your rental unless you are at a Blue-bike point and specifically choose to end your ride.

3.

Can I rent a child bike seat or bike bags with my Blue-bike?

To keep the Blue-bike system quick and easy, we do not offer extra features for rent. However, on the back of the Blue-bike, there is a handy basket where you can place a backpack or shopping bag. The presence of this basket makes it impossible to attach child seats or bike bags.

4.

How do I check the battery level of my e-bike?

In the initial phase, the battery level of the e-bike is not yet shown in the app. We ask you to check the battery level yourself before you leave.   

How?   

  • Via the push button on the side of the battery. When pressed, 0-5 lights come on to show the battery level. (0=empty, 5=full)   
  •  via the display on the handlebar: switch on the display. The battery level is shown by 5 LEDs (0=empty, 5=full)

5.

How do I know if the battery level of my e-bike is sufficient for my planned ride?

The distance you can ride with a full battery varies greatly depending on the assistance level you set and external factors such as ambient temperature, wind, inclines, weight of the user. Calculate that at an average assistance level, you can cover about 15 km per lit battery level light. With a full battery, you can therefore cover about 75 km on flat roads, at an average assistance level.  

6.

What should I pay attention to when using on an e-bike?

  • Check whether the battery level is sufficient for the ride you want to make  
  • Switch on the console and set the desired level of assistance. If the console is not switched on, you will have no support.  

7.

Can I ride an e-bike with a drained battery?

Even with a drained battery, you can continue cycling. The bike then behaves like a non-electric bike.    

My Blue-bike membership

1.

How do I become a member?

Register online via our website:

  • Fill in your details on the online form;
  • Validate your email address by clicking on the confirmation link received by email;
  • Your Blue-bike card, which allows you to borrow our bikes, will arrive in your mailbox a few days later;
  • The €12 membership fee is paid once a year, via invoice/direct debit.

 

Register via a Bike Point:

  • First check the opening hours;
  • Go to the Bike Point and fill in the membership form;
  • You will receive 2 vouchers, which allow you to borrow a Blue-bike immediately;
  • Your Blue-bike card will arrive in your mailbox a few days later;
  • The €12 membership fee (which includes the two vouchers) is paid once a year, via invoice/direct debit.

2.

How do I change the details for my Blue-bike account?

Go to the website or click here:

  • Log in with your Blue-bike account by entering your email address and password;
  • Click on “Profile” and choose “Adjust”;
  • Make the desired changes;
  • Click on “Save”.

3.

I lost my login details. What can I do?

Your username is your e-mail address. Did you forget your password? Fill in your email address here and click ‘forgot password’. You will then receive an email to reset your password. Be sure to check your spam folder if you do not immediately find the email.

4.

Why can’t I use the vouchers I just added to my professional account?

First, your account must be approved. Once confirmed, you can use your vouchers.

5.

I’ve got a promotion code for a membership. How do I redeem the code?

You can enter the discount code at step 3 – payment details – of your online registration.

  • Codes can only be redeemed online and not when registering via a bike point;
  • Benefits apply to new members and cannot be granted retroactively;
  • Only one discount code per person allowed.
  • Discount/promo codes cannot be combined with other promotions or discounts.
  • By using the discount code, you become a member of Blue-bike and accept the general conditions.

6.

I applied a discount code but have not yet received any vouchers. Is this normal?

Vouchers are not added to your account right away. This can take a few weeks. You still haven’t received any voucher codes after a month? Contact us here.

7.

How do I cancel my membership?

Go to the website:

  • Log in with your Blue-bike account by entering your email address and password;
  • Click on “Membership card”;
  • Choose “terminate membership” under actions;
  • You will receive a confirmation email;
  •  Your membership will no longer be automatically renewed.

 

Your personal data will be deleted as soon as the membership is terminated. Be careful, termination is irreversible. It will no longer be possible to use the Blue-bike card to borrow our bikes.

8.

How do I extend my membership?

Your membership is automatically renewed every year, so you don’t have to do anything at all. After one year, you pay 12 euros again (annual membership fee), and you can continue cycling.

9.

Can I rent an e-bike as a second bike?

For each Blue-bike membership, you can borrow up to two Blue-bikes at the same time. These can be either non-electric bikes or e-bikes or an e-bike and a non-electric bike. You pay the standard fare per bike. 

Blue-bike card

1.

How many Blue-bikes can I borrow at the same time?

With your Blue-bike membership, you can borrow two Blue-bikes at the same time. The borrowing fees are the same for both bikes.

2.

How can I link my MoBIB card to my Blue-bike account?

Go to the website or click here:

  • Log in with your Blue-bike account by entering your email address and password;
  • Click on “Membership Card” at the top;
  • Then click on the two small arrows “request duplicate”;
  • Choose “Use the MoBIB card as a membership card”;
  • Enter the 19 digits of your MoBIB; • Choose “replace the membership card”.

3.

How can I change the PIN code of my Blue-bike card?

You can change your PIN code in your personal online account. Go to the website or click here:

  • Log in with your Blue-bike account by entering your email address and password;
  • Click on “Membership Card” at the top;
  • Click on “PIN”;
  • Enter a new 4-digit PIN code;
  • Choose “adapt”.

 

As soon as you have added a new PIN code, you can start cycling again.

4.

What to do if my Blue-bike card has not yet arrived?

We send you the Blue-bike card after confirming your email address during the registration process. If you have not received the card after 8 working days, inform us via the contact form.

5.

What to do if my Blue-bike card is blocked after entering 3 incorrect PIN codes?

You can change your PIN code in your personal online account. Go to the website or click here:

  • Log in with your Blue-bike account by entering your email address and password;
  • Click on “Membership Card” at the top;
  • Click on “PIN”;
  • Enter a new 4-digit PIN code;
  • Choose “adapt”.

 

As soon as you have added a new PIN code, you can start cycling again.

6.

My card has been blocked.

Contact us via the contact form

7.

Can I block my Blue-bike card myself if it is lost or stolen?

Yes you can!

  • Go to the Blue-bike website or click here;
  • Log in with your Blue-bike account by entering your email address and password;
  • Click on “Membership Card” at the top;
  • The play/pause button allows you to block/unblock your card.

8.

Can I get two membership cards with one subscription?

We are unable to link two membership cards to one subscription. However, you are able to borrow two Blue-bikes at the same time with one card.

9.

What is the difference between Blue-bike card and MoBIB card?

A Blue-bike card is the card you receive by post after you’ve registered as a member at Blue-bike. By scanning this card on the key distributor or on the smart Blue-bike, you can rent a Blue-bike.

 

A personal MoBIB card carries your name and can hold various transport tickets and subscriptions, including your Blue-bike membership.

Payment

1.

Can I pay by credit card or bank transfer?

Paying with a credit card or bank transfer is not possible. We invoice a large number of small amounts every month. To keep the Blue-bike service low-cost, we are unable to follow up on credit card payments and bank transfers in a cost-efficient manner.  For this reason, payment is possibly exclusively via SEPA direct debit.

2.

I pay by direct debit and yet I received a reminder. Why is that?

We always present a direct debit order for a specific invoice once on your account. In some instances, your bank refuses to execute the direct debit order. There could be several reasons for this, but your bank should be able to give you the exact reason.

 

In that case, we will ask you to pay the invoice exceptionally by bank transfer. In the reminder, you will find the payment instructions to process the payment.

 

The next invoice cycle we will again attempt to collect automatically via direct debit.

 

If you have changed your account number, you can change your payment details by logging in to my.blue-bike.be. Future invoices will then be processed on the new account number. Any outstanding invoices will have to be settled manually.

3.

What does a Blue-bike rental cost?

To be able to borrow our bikes, you need to become a member.

 

Membership costs 12 euros per year. This allows us to offer our bikes at an advantageous rate. In addition, you pay per trip made.

 

For the first 24 hours, you pay a fixed price. If your loan exceeds 24 hours, other rates apply. Individual rentals/trips are billed on a monthly basis.

4.

Why does the price vary from one municipality to another?

At most locations you can borrow a Blue-bike at a reduced rate thanks to a contribution from the city/municipality (€1).

 

In several municipalities, you can borrow a bike for free for the first 24 hours.

 

In the remaining municipalities, the standard rate is €3.5 for the first 24 hours. For more details, see our pricing.

5.

Why did I receive an invoice for €12?

Once you have confirmed your email address during the subscription process, you are a member of Blue-bike. Automatic renewal is a component of this membership. We will inform you the renewal of your annual membership one month before the end of the current period. At that time, you will have the opportunity to cancel your membership for free by logging into your online account.

 

Note: Failure to pay the membership fee does not constitute valid termination.

6.

Why does a journey seem longer on my summary than it actually was?

If on the app or our website application your trip shows it is still ongoing (even though you have completed it), please inform us via the contact form.

 

Did you leave the key in the key box? Inform us via the contact form by indicating the bike number so that we can manually end your trip.

7.

How can I change my direct debit bank account number?

Go to the website:

  • Log in with your Blue-bike account by entering your email address and password;
  • Click on “Profile” and choose “Adjust”;
  • Change your account number;
  • Click on “Save”.

Damage & Theft

1.

What to do if my Blue-bike breaks down during my trip?

You can take another Blue-bike for free (within 15 minutes of the start of your first ride.)

 

If you are more than 1.5km from a Blue-bike point, contact Ethias Bicycle Assistance:

  • Call Ethias at +32 4 220 30 40;
  • Provide the following information: your name, first name and telephone number + the bike number, the location and description of the accident or breakdown.

 

2.

How can I report a defect in the Blue-bike?

You can report damage by returning the key to the distributor or, in the case of a Blue-bike with a digital lock, via the Blue-bike app.

 

To report damage or a defect on a bike using the app, a ride needs to be started. When ending the ride (at the Blue-bike location), you have the option to report the damage or defect.

 

Another bike will be available to you free of charge if you inform us within 15 minutes

3.

I’ve lost my Blue-bike key, what now?

Let us know as soon as possible via the Contact form. In the form, make sure you include the number of the Blue-bike (located on a sticker on the rear mudguard of the Blue-bike.)

 

In accordance with our terms and conditions, we reserve the right to charge the costs associated with the replacement of the lock. Find an overview of costs concerning theft/damages/loss liability here.

4.

My Blue-bike card has been lost or stolen, what now?

Immediately block your card to prevent abuse and fraud:

  • Go to the website or click here and log in with your Blue-bike account by entering your email address and password;
  • Click on “Membership card” at the top;
  • The play/pause button allows you to block/unblock your card.

5.

What do I do if my Blue-bike is stolen?

Please communicate the police report to us as soon as possible.

You can file a complaint online: https://www.police.be/en/online-reporting/online-reporting

 

Mention the following elements in your statement:

  • brand: Blue-bike
  • color: blue
  • additional information: bike number: BB xxxx, frame and mudguard painted blue, orange rims, basket on the luggage rack

 

In the case of a bike equipped with a key lock, send the key by registered mail with tracking number to the following address:

Blue-Mobility

Carnotstraat 39

2060 Antwerp

 

Inform us of the tracking number!

In accordance with our general terms and conditions, we reserve the right to charge you for the value of the new replacement Blue-bike stolen.

 

Please see article 11 in our terms and conditions here.

6.

What if I have an accident?

An accident can happen to anyone. Contact Ethias Assistance to transport you for free to the Blue-bike point or to the hospital if necessary and inform us via the contact form.

 

  • Call Ethias at +32 4 220 30 40;
  • Provide the following information: your name, first name and telephone number + the bike number, the location and description of the accident or breakdown.
  • If you are injured and the accident involves a vehicle subject to auto liability insurance, you can claim compensation for your bodily injury from that insurer, whether or not you are at fault. This automatic compensation does not apply if the accident involves, for example, another bike or a pedestrian. In this case, you will need to demonstrate the other party’s liability.
  • If the Blue-bike is damaged, we reserve the right to charge you, in accordance with our terms and conditions, for repair costs.
  • You can call on your private liability insurer if you are liable or recover these costs from the liability insurer of the vehicle involved if it is responsible for the accident.
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