FAQ

Indego, Philadelphia’s bike-share program, offers 24-hour, 30-day, and yearly pass options to ride one of the hundreds of classic and electric bicycles stations at more than 200 stations around the city.

Bike share is a form of public transportation that provides users access to a fleet of sturdy and durable bicycles, available at various docking stations around a city. It allows people to travel from one area of a city to another and return those bikes to any other station in the system, making it an ideal option for short, one-way rides. Please check our mobile app or online station map for station locations and dock availability.

There are a few key differences that distinguish bike share from other bike rental services. Bike share is primarily designed as an alternate form of transportation with short rides in mind and the flexibility to check out a bike from a number of different locations and not worry about returning it to the same place.  

This flexibility allows for an unlimited number of rides during a set pass period, rather than having the bike for one defined amount of time. It makes it so the bikes can be accessed 24/7, 365 days a year, rather than being restricted to set business hours. And it gives you specific places to dock the bikes so you safely use them to run errands or combine them with other modes of transportation so you can travel further and not worry about how to get the bike back to one specific location. 

To check out a bike, you can purchase a pass online via our mobile app or website (credit/debit card and cash options are available) 

If you are logged into the mobile app, you can use it to unlock a bike! While viewing the station map from the app, simply tap on the station where you are presently located and select “Unlock Bike.” This will pull up a list of dock numbers that have bikes that are available for checkout. Just tap the number for the bike you would like to check out and tap “Unlock Bike.” The dock will beep and flash green and you will have 30 seconds to remove the bike from the dock. 

Passholders can also use an Indego Key to check out a bike at a dock.  Simply tap and release the silver button on the dock with the bike you wish to check out. The lights on the dock will illuminate. Once the lights go out, hold your key up to the key reader on the dock. The dock will beep and flash green. This means you can pull the bike out of the dock. 

If you do not have a smartphone/Indego Key, tap the kiosk screen, then select “Start.” On the next screen select “Check Out Bike,” then “Phone Lookup” and follow the onscreen prompts.  

When you’re ready to end your ride, return the bike to any Indego station and firmly push it into an open dock. The dock will flash green and beep three times to let you know your ride is complete! You’ll receive a text message confirming the bike was properly returned, unless you’ve opted out of text messaging. Properly docking the bike ends your ride. That’s it, you’re done!   

Not sure where to find a station to return your bike? Please check our app or online station map for station locations as well as bike and dock availability. 

The first 30 minutes of each ride are included for Indego Guest Passes and the first 60 minutes of each ride are included for all monthly and annual pass types. You can keep a bike out for longer than that, but extra time fees will apply. The maximum rental time permitted is 24 hours, though we strongly recommend you check in your bike more frequently than that to avoid excessive usage fees. 

Please note, if you do not return a bike within 24 hours, your account will be charged a missing bike fee. 

If you’ve downloaded the mobile app and are logged in, a timer will appear at the bottom of the map screen to indicate how long your current bike has been checked out. 

Bike share is primarily designed as an alternate form of transportation with short rides in mind. It offers much greater flexibility than other types of bike rental services by allowing for an unlimited number of rides during a set pass period, rather than having the bike out for one defined amount of time.  

To keep the system functioning and allow for affordable pass prices, it’s important that the bikes are available for people to use when they aren’t actively being ridden. The additional fees that are applied for extended ride times encourage passholders to return bikes to stations in between rides, making those bikes available for others to use. 

There’s no minimum waiting period in between rides so, if you find yourself approaching the end of your allotted time, you can always return the bike to a nearby station and then check it out again. Think of it like renewing a library book! 

Riders need to be at least 14 years old to use Indego classic bikes and at least 16 years old to use Indego electric bikes. In either case, minors under the age of 18 must have a parent or legal guardian sign up on their behalf and be responsible for their Indego account.

Indego bicycles are designed to be easy to ride. They have step-through frames, pedal-powered front and rear lights, baskets, three speeds, and comfortable, easily–adjustable seats. Our suggested rider height range is from 5’ up to 6’2”, though everyone’s body is different and people above or below this range may find themselves totally fine or a bit uncomfortable. Indego bikes can accommodate weights up to 250 lbs.   

There’s a lever where the seat post meets the frame of the bicycle. Open this lever to freely move the seat post up or down to your desired height. Firmly push the lever back into the closed position before beginning your ride.  

Make note of the number displayed on the seat post. This is uniform across all Indego bikes, so you’ll always know where to set it for maximum comfort during your rides.  

When signing up for a pass, you can choose to receive text notifications. To update this preference please log into your Indego account, visit the “Edit Profile” page, and check/uncheck the box labeled “Receive text message notifications.”

Login to your account via the website or mobile app. Then select “Billing Info” and “Update Card” to change your information. 

Once you’ve updated your card information, please contact Customer Service at support@rideindego.com or by text or call at 844-4-INDEGO (844-446-3346) so they can remove a temporary hold from your account. 

Details about the rides you’ve taken are available by logging into your account via the website or mobile app. Select “Ride History” to view your information, which includes the dates and times of each of your rides, as well as their durations, starting and ending stations, and any additional fees those rides might have accrued.

Yes. As detailed in the User Agreement, you are responsible for a bicycle while it is checked out under your account. If something happens to the bicycle during your check-out, your account will be charged accordingly.

No. As detailed in the User Agreement, the registered passholder is responsible for any bike checked out under their account and is the only person permitted to checkout or ride a bike using that account. 

If you lose your Indego Key, call Customer Service immediately at 844-4-INDEGO (844-446-3346) so we can suspend the Key and prevent anyone else from using it to gain access to a bike under your account, for which you would be financially responsible.” 

Yes! IBX members save 20% on active monthly or annual passes. This is a one time discount that won’t apply to renewals.

Log in to ibx.com, click on Health & Well-being,  then Discounts & Reimbursements to access your discount code.

Indego offers several affordable pass types including daily, monthly, and annual options. The following pass types are available for purchase: 

• The Guest Pass provides an unlimited number of 30-minute rides for a 24-hour period and costs $15 plus tax. 
• Indego30 and Indego30 Access monthly passes provide an unlimited number of 1-hour rides for 30 days. Indego30 costs $20 a month plus tax, while Indego30 Access costs only $5 a month plus tax. 
• Indego365 and Indego365 Access annual passes provide an unlimited number of 1-hour rides for an entire 365 days! Indego365 passes are billed annually for $156 plus tax, while Indego365 Access passes are billed annually for only $48 plus tax. 

Indego30 Access and Indego365 Access passes work just like the Indego30 and Indego365 passes and are available at a discounted rate to Pennsylvania ACCESS Card Holders. 

Each ride starts the moment a bike is pulled out of a dock and ends when it has been properly returned to any dock. 

More information about pricing is available on the Indego pricing page. 

All Indego pass types are available for purchase online via our mobile app and through our website. If you don’t have access to the internet, our Customer Service team can help you sign up for a pass over the phone at 844.446.3346. 

All passes can be used immediately after purchase. You can use the Indego app or the kiosk touchscreen and cell phone number associated with your account to check out a bike. 

All Indego365, Indego365 Access, and Indego30 Access Passholders will automatically receive an Indego Key in the mail within approximately 7 business days. Indego30 Passholders can purchase a key for $5 at sign-up. 

To use mobile unlock, make sure you are logged into your account in the Indego app. Then simply tap on the station where you are presently located and select “Unlock Bike.” This will pull up a list of dock numbers that have bikes that are available for checkout. Just tap the number for the bike you would like to check out and tap “Unlock Bike.” The dock will beep and flash green and you will have 30 seconds to remove the bike from the dock. 

To use phone number lookup to check out a bike, tap any kiosk screen, then select “Start.” On the next screen select “Check Out Bike,” then “Phone Lookup” and follow the onscreen prompts to look up your account. 

The 24-hour pass period for the Guest Pass starts when you take your first ride.  

Your pass period starts immediately upon sign up for all other pass types.

Usage fees are incurred by extending your ride time or upgrading your bike to Indego Electric. Usage fees will process separately from your pass purchase or renewal transactions and are subject to Pennsylvania sales tax. Passholders who signed up for their pass online can view their usage fees by logging into their account and selecting “Trip History.” 

Extend Your Ride Time 

Guest Pass: After the first 60 minutes of any Guest Pass ride, you will begin to incur a 20 cent per minute usage fee until the bike has been returned.  

Indego30 & Indego365: After the first 60 minutes of any ride, you will begin to incur a 20 cent per minute usage fee until the bike has been returned.  

Indego30 Access & Indego365 Access: After the first 60 minutes of any ride, you will begin to incur a 7 cent per minute usage fee until the bike has been returned. 

Upgrade Your Ride to Indego Electric 

Guest: Upgrade your ride for an additional 20 cents per minute. Rides over 60 minutes will also begin to incur extended time fees.  

Indego30 & Indego365: Upgrade your ride for an additional 20 cents per minute. Rides over 60-minutes will also begin to incur extended time fees.  

Indego30 & Indego365 Access: Upgrade your ride for an additional 7 cents per minute. Rides over 60-minutes will also begin to incur extended time fees.  

Guest Pass:  Any accrued usage fees and associated sales tax will be charged 24 hours after the pass has expired. 

Indego30 & Indego30 Access: For passholders paying with a credit or debit card, any accrued usage fees and associated sales tax are applied 24 to 48 hours after the ride is completed. For monthly passholders using our cash payment option, any accrued usage fees and associated sales tax are applied at the same time as the following month’s pass renewal fee. 

Indego365 & Indego365 Access: Any accrued usage fees and associated sales tax are applied 24 to 48 hours after the ride is completed.

Pass fees are charged when registration occurs and will automatically recur monthly or annually, depending on your pass type, until the pass is canceled. Guest Passes do not renew automatically. 

The timing of when optional fees associated with extending your ride time or upgrading to Indego Electric vary by pass type: 

Guest Pass:  Any accrued usage and associated sales tax fees will be charged 24 hours after the pass has expired. 

Indego30 & Indego30 Access: For passholders paying with a credit or debit card, any accrued usage fees and associated sales tax are applied 24 to 48 hours after the ride is completed. For monthly passholders using our cash payment option, any accrued usage fees and associated sales tax are applied at the same time as the following month’s pass renewal fee. 

Indego365 & Indego365 Access: Any accrued usage fees and associated sales tax are applied 24 to 48 hours after the ride is completed.

Log-in to your account via the website or mobile app. Click the button that says “Renew or Update Pass Type.” On the next screen, under the Pass Type section select “Edit,” choose the pass type you’d like to renew into, and then click “Renew Pass.” Please note, if you are attempting to renew into an Indego Access or Indego365 Access, you will be prompted to provide your ACCESS card number. 

Your new pass type will take effect as soon as your current pass expires! 

If you need further assistance, please contact our Customer Service team at support@rideindego.com or by text or call at 844-4-INDEGO (844-446-3346). 

You can cancel or suspend your pass anytime by logging into your Indego account and clicking “Cancel Pass.” Doing so will prevent the pass from renewing automatically at the end of the current pass period. You will still be able to use your pass for the duration of your current pass period. Keep your Indego key in case you decide to re-enroll later to avoid a $5 key replacement charge.

If anyone is injured, call 911 immediately. You should also call the police department in the jurisdiction the crash took place and file a report with an officer. This will help ensure all important information is documented. 

Within 24 hours of the incident, you must notify us of the details of the crash by calling Customer Service at 844-4-INDEGO (844-446-3346). The bike remains your responsibility until it has been properly docked at an Indego station or handed over to an Indego representative. Otherwise, you must secure the bike until you are able to return it to Indego. 

If you check out a bike and it has any issues, please return it to the nearest Indego station and contact Customer Service immediately by emailing support@rideindego.com or by texting or calling 844-4-INDEGO (844-446-3346) so we can lock down the bike for repair. 

When you return a bike to an Indego station and firmly push it into an open dock, the dock will flash green and beep three times to let you know your ride is complete! You’ll also receive a text message confirming the bike was checked back in, unless you’ve opted out of text messaging.  

If the dock didn’t beep three times and/or you didn’t receive a text message confirmation, the first thing to do is give the bike an extra push in. Sometimes all it needs is that extra bit of encouragement.  

If that doesn’t work, you can check your personal trip history by logging in to your account via the website or mobile app to see if your most recent ride has registered as complete or by contacting Customer Service via emailing support@rideindego.com or texting or calling 844-4-INDEGO (844-446-3346).

If you get to a station to return a bike and all the docks there are full, don’t worry! By using the kiosk touchscreen, you can add an extra 15–minute grace period onto your ride and receive information on the locations of nearby stations. To do so, select “Start” > “More options” > “Full station” > “Extra time.” Check the mobile app or online station map to confirm dock availability at the suggested nearby stations or call or text Customer Service at 844-4-INDEGO (844-446-3346) for assistance. Do not leave the bike undocked or unattended.

Please log into your account via the website or mobile app and check your trip history. If you still have questions, please contact our Customer Service team within 10 days of when the charge in question was applied to your account by emailing support@rideindego.com or texting or calling 844-4-INDEGO (844-446-3346). 

Green: Indicates the bike has just been successfully checked out. The light will blink green and make a beeping noise to let you know you can remove the bike from the dock. It also blinks and beeps three times to confirm when a bike has been successfully returned. 

Yellow: Indicates that the station is presently connecting to the system to gather info regarding your pass and account status.  

Orange: Indicates there may be an issue with your account, such as an expired pass or that your last bike is still registered as being checked out. Please contact our Customer Service team at 844-4-INDEGO (844-446-3346) for assistance.  

Red: Indicates the bike is not presently available for checkout, generally due to a maintenance need.   

You are responsible for any bike checked out with your Indego Key, as detailed in the User Agreement. If you lose your Indego Key, call Customer Service immediately at 844-4-INDEGO (844-446-3346) so we can suspend the Key to prevent anyone else from using it. Replacement Keys are $5.

Indego bikes are going to experience regular wear and tear. We have a skilled team of mechanics that keep the system in good working order. However, if you cause significant or intentional damage to an Indego bike, you are responsible for the cost of repair. Please report damage to Customer Service by emailing support@rideindego.com or by texting or calling 844-4-INDEGO (844-446-3346).

Immediately notify us by calling 844-4-INDEGO (844-446-3346). You must do this within 24 hours. In addition, we request that you call or visit the police precinct in which the theft occurred within 24 hours to file a theft report. Your account may be charged for the cost of recovery or replacement of the bike; up to $1,000 in the case of classic Indego bikes or up to $2,500 in case of Indego Electric bikes. There is a higher replacement fee for Indego electric bikes.  Please note, bike replacement fees are also subject to Pennslyvania sales tax. 

If you find an abandoned Indego bike, please notify Customer Service immediately at 844-4-INDEGO (844-446-3346) and, if possible, return the bike to the nearest Indego station.

The pilot is intended to run for 1 year, decisions about future Indego pass options will be made and announced after the pilot has ended.

Indego365 Plus Passholders can check their trip history via the Indego mobile app to review previous rides that incurred additional per-minute fees. Passholders are highly encouraged to enable push notifications on the Indego mobile app to receive real-time account alerts.

Pilot participants with an active pass will receive a prorated discount when buying the premium annual pass based on how much they’ve paid for their current pass and when it was purchased.

Unused ride time for electric bike rides included daily with an Indego365 Plus pass does not carry over or stack and is not transferable between rides.

Both 30-minute Indego electric bike rides included daily with your Indego365 Plus pass are reset each calendar day.

Indego Electric rides where a docking or station issue occurs will not apply towards your two included daily rides. Riders can check their trip history to confirm trip adjustments, report a trip issue, or request account support with Indego Customer Service via the Indego app.

If you encounter an issue with an Indego electric bike after checking out from a station, please follow the steps below to ensure you can reach your destination safely and your account can be reconciled accordingly: 

• Find a safe location to stop, dismount, and walk the bike. 
• Use the Indego app to find the nearest station to dock the bike and end your ride.  
• Report a trip issue via the Indego mobile app or by contacting Indego Customer Service via text, email, or phone call.  
• Select and undock a different available bike from the Indego station.  
• Inspect the bike for any potential issues before departing, repeat steps above if needed. 

Participants of this pass pilot are eligible to: 

• Earn IndeHero points and compete for monthly leaderboard prizes.  

For the purposes of this pilot, participants are ineligible to: 

• Redeem IndeHero points towards rewards on an active Indego365 Plus pass.

Unused points from previous passes will transfer to your active pass IndeHero balance. Additional details regarding IndeHero eligibility will be announced after the pilot is completed. 

After you have purchased an Indego365 Plus pass you will receive a confirmation email once the pass is active.