A new way to explore the Pioneer Valley!

We are the Pioneer Valley’s e-bikeshare

ValleyBike Share is a fun new way to get around the Pioneer Valley.

Whether you’re running errands, visiting town, or riding recreationally, we welcome residents and visitors to cruise the Pioneer Valley with us!

General

• What is ValleyBike?

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  ValleyBike is an electric, pedal-assist bike share network, servicing the residents and visitors of the Pioneer Valley.

• What are pedal-assist E-bikes?

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  Pedal-assist e-bikes ride like any other bicycle. Use the pedals to get moving, and squeeze the brakes on the handlebars to slow or come to a stop. As you pedal, a small electric motor adds assistance to boost momentum, making it easier to go long distances or ride up steep climbs.

• What is the max speed of a ValleyBike e‑bike?

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  ValleyBike e‑bikes can reach a maximum speed of about 16 miles per hour.

• I want to ride a ValleyBike e‑bike. How do I get started?

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  First, you need to download our app and create an account. The ValleyBike app is available for Apple IOS and Android. Once you have downloaded the app you will just need to verify your phone number, enter your name and email address and agree to the terms of service. Our app requires access to your phone’s bluetooth, locations and camera. We also recommend that you verify your email address so that you may receive email receipts of your trips

• How do I book a ValleyBike e‑bike?

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  Once you set up your account, you can use the app to find and scan an available bike. The QR codes that you can use to scan and book your bike are located on the lock of the bike, as well as the small plate between the handlebars. When you scan a bike for the first time, you will need to select a rate plan, and add a credit or debit card to your account.

• How do I unlock a ValleyBike e‑bike?

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  After you’ve scanned the bike and started the trip, tap on the unlock button in the app and the lock will open. If your bike has a rear end lock tether, be sure to secure the end loop to the hook under the bike seat to keep the tether from tangling in the rear spokes during your ride

• Is there anything else I should do before riding a ValleyBike e‑bike?

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  Before beginning a trip, use the app to identify a convenient hub location to end your ride. All trips must end in a hub. If needed you can adjust the seat height for comfort. Always be sure to test the brakes before going on your way and don’t forget to wear a helmet.

• How do I end my trip?

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  To end your trip, check the Trip Screen in the app to find a nearby hub, and follow the app instructions to end the trip. Please make sure the photo is taken from the rear of the bike, clearly showing the tether wrapped around the rack and inserted in the closed wheel lock.

• How much does it cost to use a ValleyBike e‑bike?

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  Our standard rate is Pay as You Go. With this rate plan, you pay $1.00 to unlock the bike and are charged $0.25 per minute for use.

  The Monthly membership is $25 per month. This membership includes 60 minutes of free ride time per day and no unlock fees. If you go over your daily minutes you will be charged a prorated fee of $0.15 per minute. Please note that there is no roll over of unused daily free minutes.

  There are also discounted memberships for Veteran, Senior and Low Income riders. For more information on eligibility and how to apply, please visit our website, or email us at support@valleybike.org

• What is a hub?

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  Hubs are officially designated parking areas that are highlighted on the service area map in the ValleyBike app. All trips must end within a hub.

• What is the service area?

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  The service area is the bordered zone on the ValleyBike app. Bikes stranded outside of the service area are subject to higher penalty fees.

• Do I have to wear a helmet?

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  ValleyBike strongly recommends that all riders wear a helmet. State law requires helmets for riders under 17 years of age.

• Is there a minimum age to ride a ValleyBike e‑bike?

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  All riders must be at least 18 years of age.

• Can I book more than one ValleyBike e‑bike at a time?

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  In order to help secure our network, only one bike can be checked out per rider. Any additional riders in your group will need to download the app on their phone in order to check out a bike.

• What if I have questions or issues?

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  You may contact us via support@valleybike.org or by tapping the “?” icon in the bottom right of the app.

Advanced

• How long does the boost last on a fully charged ValleyBike e‑bike?

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  Depending on the weight of the rider and elevation changes of the ride, the boost should last anywhere up to 2.5 hours of ride.

• Do ValleyBike e‑bikes work when the battery loses its charge?

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  ValleyVike ebikes are designed to be ridden as a normal pedal bike should the boost run out. It is not as easy a ride without the pedal assist, but it will still get you around town.

• Can I make a mid trip stop outside of a hub?

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  Yes, just be sure to secure and lock the bike to a bike rack but do not end the trip in the app. While the bike is locked, no one else can book the bike but you will be charged normal usage rates. After you have run your errand, choose to unlock the bike in the app to ride to your destination hub.

• Can I ride outside of the service area?

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  All bikes must remain in the ValleyBike service area at all times.

• How can I review my trip charges?

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  To receive email receipts of trip charges, you need to verify your email address.

• How do I verify my email address?

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  To verify your email address, tap on “Email verification” in the upper left corner of the app. Tap on “Send verification code”. The next screen will provide you with the field to enter the code. You will be sent an email verification code to the email address on file. Enter that code in the field provided in the app, and moving forward you will receive trip receipts after each of your rides.

• Are there other fees associated with use of ValleyBike e‑bike?

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  For Pay as You Go riders there is a $10 hold placed on credit or debit cards. These holds will be immediately released at the end of your trip but it might take several days to appear on your credit card statement.

  There are also penalty fees that may be applied to your account for misuse of the service. The penalty fees listed below can also be found in the terms of service:

  • Bike stranded out of service area = $50.00
  • Bike stranded out of hub = $15.00
  • Bike improperly parked or no end of trip photo provided = $10.00
  • Bike left unlocked = $35.00
  • Stolen vehicle recovery = $100.00
  • Loss of bike due to theft or damage = $2,000.00

• Is there a minimum or maximum height?

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  With our adjustable seats, our bikes can be ridden comfortably by anyone between 5’ and 6’5”

• Is there a maximum weight limit?

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  We do not recommend riding our bikes if you exceed 250lbs.

Troubleshooting

• What do I do if there is a mechanical issue with the bike?

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  Please report any mechanical issues with the bike to customer support by tapping on the “?” icon in the lower right corner or the app. If the mechanical issue makes the bike unsafe to ride, please lock the bike to the nearest available bike rack and notify support. Please note, the loss of pedal assistance is not a mechanical issue.

• What do I do if the bike loses pedal assistance?

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  Fortunately, our bikes are designed to be ridden as regular pedal bikes. If you do not wish to continue your trip without pedal assistance, ride to the nearest hub to end your trip and locate a new bike to book.

• What do I do if I cannot end the trip?

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  Follow the app instructions to end the trip. If this does not work, notify customer support by going back to the map view in the app and tapping on the “?” icon in the lower right corner. Our fleet team will be dispatched to secure the vehicle. You do not need to stay with the bike. We will be able to end the trip for you and make adjustments to the trip cost.