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Frequently asked questions

Who can become a Citrix Cycle Member?

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

Where can I ride my Citrix Cycle?

You can ride anywhere in the city as long as you remain within the system area. You can check the designated area on the Citrix Cycle map, website, Mobile App or kiosks. If you leave the area you might incur penalties.

How long can I rent a Citrix Cycle?

As a member, you can use Citrix Cycle as often as you wish. Remember, the first 45 minutes of each individual ride is included in all memberships. Don’t want to end your ride? If you choose to keep the bike longer than your included time, you are simply charged a minimal fee of $2.00 for each additional ½ hour thereafter.

 

Citrix Cycles must be returned within the day. If a bike is not returned after 24 consecutive hours of use, it will be considered stolen and a fee of $2000 will be charged to your credit card, unless it is reported to Citrix Cycle differently. If you have a problem, please call customer service at 1-833-817-6363.

To learn more about membership subscriptions, please see our pricing page.

 

Why does Citrix Cycle have Overtime Charges for all Members?

Citrix Cycle was designed as a bike-share that is to be available to all residents and visitors. Overtime charges apply to memberships because it prompts users to return the bicycles after they have finished using them, ensuring that the entire community will benefit from the system.

Can I lend my Citrix Cycle membership card to someone?

No. Membership cards are only valid for their registered users. Because memberships are connected to your identification and payment information, you will be held responsible for any incidents that occur under the account. Memberships are non-transferrable and cannot be shared with another user.

How do I take a Citrix Cycle out of a dock?

After obtaining your Citrix Cycle membership go to a Citrix Cycle station and find an available bike. Look at the screen located between the handle bars to verify that the bike is available for use.

 

If you have a membership card, tap it on the indicated section of the bike screen. The Citrix Cycle will signal that your membership card has been read and that you are ready to remove the bike from its docking point. You have 10 seconds to take the Citrix Cycle out of the dock or unlock the secondary lock of the Citrix Cycle (if the bike is not in a dock). If you do not remove the Citrix Cycle in 10 seconds, the bike will re-lock and you will have to repeat the process.

 

If you are using the Mobile App, login on your device and choose the Citrix Cycle you want to ride by entering its number. Each bike number is located under the steering post, directly beneath the handlebar. Simply enter this number and follow the on-screen steps to unlock your bike.

 

If it is not possible to unlock the Citrix Cycle you will receive an error code. There might be a problem with the bike or your membership subscription. Try again on another bike or review your membership information at the kiosk. If you continue to have problems, please call customer service at 1-833-817-6363.

I only want to use the Citrix Cycle from time to time. Can I do it without becoming a member?

Yes, you may choose to purchase a temporary membership at a kiosk or on the Mobile App every time you wish to use the system. Details can be found on the pricing page.

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

Visitors to Raleigh have the option of purchasing the Day Pass, a short-term membership designed for those who wish to explore Raleigh. Simply select this option directly at the kiosks or on the Mobile App. Users also have the option to purchase temporary memberships, which are also accessible directly at the kiosks or on the Mobile App. Further details can be found on the pricing page.

I subscribed online. Can I use the service now?

Yes, after you register you can use the system right away by unlocking a Citrix Cycle using the Mobile App. To do this, download the Citrix Cycle Mobile App and login. Next, choose the unlock option and input the Citrix Cycle number, located under the steering post directly beneath the handlebar. This simple process will unlock the bike for your immediate use.

 

You can also use your membership card to unlock a Citrix Cycle. After you have received your card by mail, use the website to activate your membership card. Once your membership card has been activated you are ready to use the bikes.

I received my membership card through the mail. How do I activate it?

You have several options:

You can activate your membership card online here. Use your email address and password to login, and then type the card number on the activation menu.

You can also activate your membership card by contacting customer service at 1-833-817-6363.

How many subscriptions can I purchase simultaneously with my credit card?

If you are purchasing a temporary subscription at one of our kiosks, each credit card can be linked to up to 4 subscription cards. Each subscription card allows 4 cycles meaning that a total of 4 bikes can be rented.

If you are subscribing to a long-term membership card, you can register 4 users per credit card and rent 4 cycles per subscription card, meaning that a total of 4 bikes can be rented.

When does my membership begin?

Your membership begins on the date of your registration. After you register you can use the system right away by unlocking a Citrix Cycle using the Mobile App.

What do I do if there are no empty docks when I return my Citrix Cycle?

When docking stations are full, you have two options to return your bike:

 

Our technology recognizes when stations are full, and you can use the station kiosk to request free additional time and move to another station. Simply tap your membership card on the kiosk card reader and follow the on-screen steps. You will be given 15 additional minutes at no charge to park at a new station.

 

You can also contact us at 1-833-817-6363 to create a virtual space at your current location and dock your bike using the secondary lock. To do this, simply activate the bike’s secondary lock by placing the lock in its slot. The bike screen and sound will indicate that the bike has been locked. When the secondary lock is used in a virtual zone near the station, the Citrix Cycle is considered returned and your rental will end.

What do I do if there are no Citrix Cycles available at the station?

Check the live Maps —available on the kiosk screen, on the website or on the Mobile App. Maps will display the real-time availability of the Citrix Cycles at all docking stations. To download the Citrix Cycle Mobile App on your smartphone, click here.

My Citrix Cycle or membership card has been lost or stolen. What happens now?

Contact one of our customer service agents as soon as possible at 1-833-817-6363 so we can deactivate your membership card and/or immediately locate the bike (all Citrix Cycles have live GPS).

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