FAQ

You will find here answers to Frequently Asked Questions regarding the Citybike Wien system.

Registration and Login

  • Do I have to remember my username?

    Although the username is not required for hiring a Citybike, it can be used for logging in at our website (with username & password) to access your information on hires and change your personal data. In addition, you can request your password there if you have entered an e-mail address under your personal data beforehand.

    Should you wish to register a new credit card or austrian cash-dispensing card ("Bankomatkarte" in German) on your existing account, you will also require your username.

  • I'd like to register with Citybike services but keep getting the error message "The username already exists"!

    The username is a unique feature and can not exist twice in our system. In your case, the desired username has already been selected by another person. Please choose another one or add a number to it, for example.

  • What do I have to consider when choosing my password?

    The password must be at least 3 characters long and can not be identical to your username. It shouldn't be a "simple" sequence of digits, either (for example, not 4 times the same digit or letter). Ideally it should be easily remembered by you but still not easily guessed by others. In addition, please remember that you have to enter your password on the touchscreen when hiring a Citybike.

  • Do I have to note the use of upper and lower case?

    No. The Citybike system does not make a difference between upper and lower case (this also applies to the password).

  • Why do I have to enter my address when registering?

    This is required for legal reasons. Since every Citybike has a value of € 600.00, we have to know to whom we lend it to ensure we do not act negligently. Therefore you have to enter your correct name and complete address when registering.

    But this also has advantages for you: your account can be assigned to you clearly and your password can be sent to you without any problems in case you forget it.

  • Is it advisable to enter my telephone number and/or e-mail address when registering?

    In case any problems arise, we can reach you more easily if you have informed us about your telephone number and/or e-mail address. Furthermore, in case you forget your password, we can send it to you by e-mail rather than by mail. You will then also have the option to have the password sent to you automatically by e-mail.

  • Where can I find your General Terms & Conditions?

    Our General Terms and Conditions can be found in our info flyer (available at every Citybike station and includes General Terms and Conditions in German, both for the use of Citybike Wien services and of the Citybike Card) as well as online here (for the use of Citybike Wien services, the Citybike card, the Maestro and credit card, the WienMobil-Karte; in German, English, French and Italian).

  • Can I register several times (with different usernames) with one card?

    No. This is not possible and will not be accepted by the system.

  • I registered with Citybike 2 years ago, is my account still active?

    In principle Citybike accounts will not be cancelled or blocked after a certain period. In other words: your account is still active.

    However, if you have received a new bank card or credit card in the meantime and the terminal requests you to make a new registration, please simply inform us that you have a new card - either via This email address is being protected from spambots. You need JavaScript enabled to view it. or via our telephone hotline at +43 1 7980 777. We will delete the old card from the system, then you can log in very easily by using your new card:

    1. Insert your card at any Citybike terminal.
    2. Press "Activate card".
    3. Enter your username & password and press "Next".

    Your new card is then activated for your old account!

  • How can I change my personal information with Citybike?

    Following registration with a bank card or credit card, three options are open to you:

    • Online via the login at the top right of this page.
    • Directly on a terminal: simply press "Menu", "Functions" and "Change data" on the hiring screen.
    • In writing via this form.

    Any changes to personal data regarding a Citybike card are only possible in writing via this form. For a WienMobil-Karte you can only change directly on the client portal from Wiener Linien.

Bank Card

  • How can I pay the registration fee?

    You pay your registration fee directly at one of the Citybike terminals:

    1. Go to the Citybike station of your choice.
    2. At the terminal, select "Maestro".
    3. Insert your card.
    4. You will then enter the registration screen.
    5. Enter your username & password and press "Next".
    6. The system will request you to pay the registration fee of € 1.00.
    7. Enter your PIN code on the station's cash-dispensing ("Bankomat" in German) module (NOT on the terminal's screen).
  • Can I also register by using a bank card issued by a foreign bank?

    No, registration by bank card is only possible if the card (Maestro Karte or V PAY) has been issued by an Austrian bank.

  • Can I apply for a partner card when registering by using my bank card?

    Yes, you can apply for a Citybike Card and one or more partner cards. When using the partner cards, all rates will debit the account of the main Citybike Card, e.g. the once payable registration fee of € 1.00.

  • Will costs for hires be charged to my account automatically?

    No, because a direct debit order will be authorised only for Citybike Cards. The registration fee and any other accruing costs will be paid directly on a Citybike terminal via the cash-dispensing ("Bankomat" in German) module.

  • I have a new bank card, will I have to reapply?

    No, a new application is not necessary. In most cases, newly issued bank cards will work smoothly with your existing registration. The easiest way to find out if it works: a short test on any terminal whether your card is recognized automatically.

    If you are requested to make a new registration or if you have changed your bank, please simply inform us that you have a new card - either via This email address is being protected from spambots. You need JavaScript enabled to view it. or via our telephone hotline at +43 1 7980 777. We will delete the old card from the system, then you can log in very easily by using your new card:

    1. Insert your card at any Citybike terminal.
    2. Press "Activate card".
    3. Enter your username & password and press "Next".

    Your new card is then activated for your old account!

  • How can I change my personal information with Citybike?

    Following registration with a bank card, three options are open to you:

    • Online via the login at the top right of this page.
    • Directly on a terminal: simply press "Menu", "Functions" and "Change data" on the hiring screen.
    • In writing via this form.
  • I have lost my bank card!

    First of all, you should request your bank to block your card! This will also make sure the Citybike system cannot be used by anyone with your card.

    Simply inform us that you will soon receive a new one - either via This email address is being protected from spambots. You need JavaScript enabled to view it. or via our telephone hotline at +43 1 7980 777. We will delete the old card from the system, then you can log in very easily by using your new card:

    1. Insert your card at any Citybike terminal.
    2. Press "Activate card".
    3. Enter your username & password and press "Next".

    Your new card is then activated for your old account!

Credit Card

  • How can I pay the registration fee?

    You pay your registration fee directly at one of the Citybike terminals:

    1. Go to a Citybike station of your choice.
    2. Change the language to English if you prefer. 
    3. Insert your card.
    4. You will be asked whether you would like to "register" or "activate card", select "activate card" if you have already crated a Citybike account.
    5. Enter your username & password and select "Next".
    6. The system will request you to pay the registration fee of € 1.00.
    7. If necessary: Enter your PIN code below on the silver ATM module of the station (NOT on the colorful screen).
  • Which credit cards are accepted at Citybike?

    Citybike will accept Visa, MasterCard and JCB.

  • Can I apply for a partner card when registering by credit card?

    Yes, you can apply for a Citybike Card and one or more partner cards if you have an Austrian bank account. When using the partner cards, all rates will debit the account of the main Citybike Card, e.g. the once payable registration fee of € 1.00.

  • Will costs for hires be charged to my account automatically?

    Yes, when using a credit card all fees will be charged automatically.

  • I have a new credit card. Will I have to reapply?

    No, a new application is not necessary. If the credit card number hasn't changed, the card will be recognized automatically.

    If the number has changed or if you have changed your bank, please simply inform us that you have a new card - either via This email address is being protected from spambots. You need JavaScript enabled to view it. or via our telephone hotline at +43 1 7980 777. We will delete the old card from the system, then you can log in very easily by using your new card:

    1. Insert your card at any Citybike terminal.
    2. Press "Activate card".
    3. Enter your username & password and press "Next".

    Your new card is then activated for your old account!

  • I have lost my credit card!

    First of all, you should request your bank to block your credit card! This will also make sure the Citybike system cannot be used by anyone with your card.

    Simply inform us that you have lost the card and that you will soon receive a new one - either via This email address is being protected from spambots. You need JavaScript enabled to view it. or via our telephone hotline at +43 1 7980 777. We will delete the old card from the system, then you can log in very easily by using your new card:

    1. Insert your card at any Citybike terminal.
    2. Press "Activate card".
    3. Enter your username & password and press "Next".

    Your new card is then activated for your old account!

  • How can I change my personal information with Citybike?

    Following registration with a credit card, three options are open to you:

    • Online via the login-area at the top right of this page.
    • Directly on a terminal: simply press "Menu", "Functions" and "Change data" on the hiring screen.
    • In writing via this form.

Citybike Card

  • What are the advantages of the Citybike Card?

    Essentially, the Citybike Card has three advantages:

    • You get your own card, only valid for Citybike.
    • All accruing costs are charged directly to your account.
    • You have the option to apply for partner cards.
  • How can I apply for a Citybike Card?

    The prerequisite is an account with an Austrian bank. You can conveniently apply online here.

    It is important that you print out the form, sign it and send it to us. Some three weeks later you will receive your Citybike Card (and your requested partner cards) by post, and your passwords follow about two days later for security reasons.

  • Can I rather register and pay with a savings account / savings book?

    Unfortunately not, as invoicing can only be carried out via a direct debit order. This is generally not possible with savings accounts / savings books.

  • How can I request a partner card with my Citybike Card?

    You can order partner cards for your family. When applying for the Citybike Card you have the option to indicate how many partner cards you want. You can also request additional partner cards via this form. When using the partner cards, all rates will debit the account of the main card, e.g. the once payable registration fee of € 1.00.

  • I have no PC / printer, how can I apply for a Citybike Card?

    You will find our info folders at each Citybike station. The last page of this folder is a detachable application form for the Citybike Card. Simply complete it, sign it and send to the address specified on it.

  • I couldn't print out the online application form, will I have to reapply now?

    No, a renewed application is not necessary. You can always download the form via the login-area at the top right of this page - just enter your username & password to login and then press "print form".

  • How long will it take until I receive my Citybike Card?

    Usually this will take about 3 weeks. As soon as we have received your form, we will request a direct debit order from your account. When the bank confirms it, we then issue the Citybike Card and send it to you.

  • The registration fee has already been charged to my account, when will I get my Citybike Card now?

    About a week following the posting date. As soon as the registration fee has been charged to your account, the direct debit order is confirmed and we will issue the Citybike Card.

  • The registration fee could not be charged to my account by automatic debit transfer!

    In this case your bank has refused the direct debit order (for whatever reason). Now it will be necessary for you to personally request a confirmation from your bank to authorise the direct debit order. Only then will we reapply with the bank.

  • I have not received my Citybike Card!

    If you haven't received the card 3 - 4 weeks following posting of the Citybike Card application, please send a short e-mail to This email address is being protected from spambots. You need JavaScript enabled to view it. or contact our telephone hotline at +43 1 7980 777.

    To ensure your application is processed quickly, we require the following information:

    • When did you apply?
    • Have you received your password?

    If you haven't received your password, please tell us your address again, so we can check whether all the information we have is correct.

  • I have not received my password!

    You can request your password either from This email address is being protected from spambots. You need JavaScript enabled to view it. or via our telephone hotline at +43 1 7980 777.

    If you have entered an e-mail address upon registration you also have the option to request your password via the login-area.

  • How can I change my personal information with Citybike?

    Any changes to personal data regarding a Citybike card are only possible in writing via this form.

  • I have lost my Citybike Card or my Citybike Card has been stolen!

    If you can't find your Citybike Card, we ask you to inform us as quickly as possible: either via This email address is being protected from spambots. You need JavaScript enabled to view it. or via our telephone hotline at +43 1 7980 777. We will block your card immediately.

    Should your card not be found again, we will issue a new one to you. For this, however, a fee of € 5.00 must be paid. You will then receive a new card via regular mail within one week.

  • I have found a Citybike Card, what should I do with it?

    Please send the card to: 

    Citybike Wien
    PO Box 124
    A-1031 Vienna 

    We will make sure that the owner receives it.

Bikes

  • Why is it sometimes harder to pull Citybikes out of a bikebox?

    Bikes standing in the bikebox at an angle can get stuck. Try to lift the Citybike slightly by the saddle and then pull it out again.

  • The back wheel won't move!

    The most frequent reason is that the back-pedal brake is fastened. Push the bike forward slightly with force, this will unfasten the back-pedal brake and you can use the Citybike again.

  • How can I report damage caused on a Citybike?

    Any damage can be reported directly at a terminal. To do this, first push the Citybike into a bikebox and remember the bikebox number.

    1. Insert your card and press "Menu" on the hiring screen (bottom right).
    2. Select "Functions", then "Damage".
    3. Now select the damaged or faulty part(s) and press "Next".
    4. Please indicate in which bikebox the damaged bike can be found and confirm your entry pressing "Notify".

    Our service technicians will be informed about the Citybike they need to inspect!

  • How can I switch on the light on the Citybike?

    The Citybikes are equipped with an automatic dynamo-light system. A sensor responds to the surrounding light and automatically switches on the light in the dark.

  • The saddle of my Citybike is adjusted too low / too high, can I change that?

    Below the saddle you will find a release lever. You can release it and adjust the saddle to the required height.

  • Are the Citybikes equipped with a locking mechanism or bike lock?

    The Citybikes all have a handlebar lock. This lock can only prevent people from simply cycling away on the bike but cannot prevent a theft. Therefore we recommend the use of a specific bike lock if you want to leave the Citybike unattended.

  • Can I leave the Citybike standing in front of a shop for a short time to buy something?

    The Citybikes all have a handlebar lock. This lock can only prevent people from simply cycling away on the bike but cannot prevent a theft. We recommend not leaving the Citybike unattended and keep it in sight.

Returning a bike

  • What do I have to consider when returning a Citybike?

    Make sure the bikebox is not locked. As soon as the light is steady, the hiring period is completed and you can rest assured that the system has accepted your Citybike properly. Should it be impossible to push the Citybike completely into the bikebox (the green light isn't lit), lift it by the saddle slightly then it can probably be pushed in easily.

  • Why is it important to return the Citybike properly?

    Citybikes not properly returned are problematic for two reasons:

    • the Citybike can otherwise be removed by third parties: in this case, the hirer shall be liable to pay its full value of € 600.00.
    • the hire is not completed: even if the Citybike is not removed, further costs will accrue as the hire has not been completed and the time continues to run.
  • Do I have to insert my card when returning the Citybike?

    No, because if the return is made correctly, the system will automatically recognize which hire has been completed and thus which Citybike has been returned.

  • Can I check if I have returned my Citybike properly?

    You can check directly on the bikebox if the Citybike has been returned by looking at the green light. If the green light is lit and steady, it has worked.

    You can also insert your card again. If the system informs you that you still have an open hire and offers you to report a theft, the Citybike has not been returned!

  • I have a problem when returning the Citybike!

    In case a problem occurs that is not covered here, call our telephone hotline at +43 1 7980 777. Our staff will try to solve the problem and, if necessary, inform a service technician.

  • What can I do if no bikebox is vacant when I want to return a Citybike?

    If there is no empty bikebox available, you have following options:

    • The terminal shows directly on the start-up screen which stations nearby still have vacant bikeboxes. You can also check the availability of the individual stations online on cbw.at, via the stations map or via various apps.
    • If you insert your card, the terminal will recognise the situation and offer a prolongation of the free hour by 15 minutes.
  • How can I find out if any bikeboxes are vacant at the target station?

    Even before starting your trip you can check the status of your target station directly on the terminal.

    Select the menu item "Bike stations" (on the left hand side of the start-up screen below the language selection). A station map will be displayed where you can select stations. Available bikeboxes of the selected station are displayed on the top right corner of the screen.

    You can also view this stations map here online.

Information for tourists

  • I'm in Vienna as a tourist, how can I use Citybike?

    Simply register directly on the terminal with your credit card (Visa, MasterCard, JCB), you can hire a Citybike per card immediately.

  • I've only visited Vienna, should I have my account blocked after my departure?

    This is not necessary. Every account is secured by a password and registered for the card used upon registration.

  • How can I hire Citybikes for all my family (e.g. 5 people)?

    Please note that you can only rent one Citybike per card, so if you don't have a sufficient number of cards, using Citybike is unfortunately not possible.

Problems

  • I have forgotten my username, how can I find it out?

    You can request your username either from This email address is being protected from spambots. You need JavaScript enabled to view it. or via our telephone hotline at +43 1 7980 777.

  • I have forgotten my password, how can I request it again?

    You can request your password from This email address is being protected from spambots. You need JavaScript enabled to view it. or via our telephone hotline at +43 1 7980 777. For safety reasons, the password will be sent only by post or e-mail and only to addresses already stored in the system. Should your address have changed in the meantime, you have to send us your new address in writing via this form.

    If you have entered an e-mail address upon registration you also have the option to request your password via the login-area.

  • I have entered a wrong password 3x and my account has been blocked!

    Please contact us by e-mail at This email address is being protected from spambots. You need JavaScript enabled to view it. or via our telephone hotline at +43 1 7980 777. Your account will then be unblocked and the password sent to the address stored in the system.

    Please note that your account will NOT be unblocked if you request your password on the Internet!

  • Why could I hire a Citybike yesterday but not today?

    The most likely reason is that your account has been blocked. In this case please contact our team (This email address is being protected from spambots. You need JavaScript enabled to view it.) or our telephone hotline at +43 1 7980 777.

  • My Citybike has been stolen!
    1. First of all, please notify the theft at one of our terminals: insert your card, the system will recognize the "open" hire and direct you to the notification of theft automatically.
    2. Afterwards please report the theft to the police by filling a report ("Diebstahlsanzeige" in German).
    3. Finally it is important that you contact us! Either by e-mail at (This email address is being protected from spambots. You need JavaScript enabled to view it.) or via our telephone hotline at +43 1 7980 777. In any case, please also give us the telephone number where you can be contacted for queries.
  • I have found a Citybike, where can I report this?

    Please inform our telephone hotline at +43 1 7980 777 about where exactly the bike is located and, if possible, the bike's number.

    Our staff will immediately contact a service technician who will pick up the bike without delay. Please do not leave the Citybike unattended until the service technician has arrived - if possible, store it in a safe place.

General topics

  • Can I hire several Citybikes at the same time?

    You can hire only one Citybike per card. To hire more than one, you will require either several registrations (e.g. bank card and credit card; or 2 credit cards) or a Citybike Card with the needed number of Partner Cards.

  • For how long can I hire a Citybike?

    The first hour you use a Citybike is always free of charge, and if you return it to a terminal and wait for at least 15 minutes until hiring a new bike, you will again have the "free-hour bonus". Our recommendation: Return the Citybike within one hour.

    The maximum hiring period is 120 hours (5 days). Should you exceed this period, a flat-rate of € 600.00 shall be due.

  • Is the first hour of EVERY time I hire a Citybike free of charge?

    Yes! The first hour of every ride is always free of charge. If you return the bike and wait for at least 15 minutes, you will again have the "free-hour bonus".

  • After the fourth hour (until the 120th hour), will the Citybike cost me only € 4.00 for the entire renting period?

    No. After the fourth hour, you will be charged € 4.00 FOR EVERY COMMENCED HOUR. This means that, for example, you will be charged € 15.00 for 6 hours.

  • Can I use the Citybike also outside Vienna (for a tour through Lower Austria, for example)?

    According to our General Terms and Conditions, the use of Citybikes is confined to the city limits of Vienna.

  • How do I find Citybike stations?

    You have various options:

    • Citybike website:
      Select the menu item "Stations" for a stations list as well as an interactive map, on which you can see how many Citybikes are available at the individual stations. Under "About Citybike > Downloads" you can download a stations map to print out and take along.
    • City of Vienna website:
      You can find all Citybike Wien stations on the city map.
    • At every Citybike terminal:
      On the start-up screen (where you can select the card type), select "Bike stations" on the left-hand side below the language selection. There you will find an interactive station map of all Citybike stations, on which you can also see how many Citybikes are available at the individual stations.
    • Via cbw.at on the go with your mobile phone:
      At cbw.at (in German) you can check the number of free Citybikes and bikeboxes at any Citybike Wien station anytime. The site is optimized for mobile phones, PDAs, etc. in order to stay clearly arranged even on tiny screens. That way you can look up the nearest available box while you're already on the go.
    • With a smartphone:
      Several apps have been developped by the community, you can find a small selection in our overview. The stations map from this website is also directly accessible under map.citybikewien.at.
  • At what time of the year are the Citybikes available?

    The Citybikes are available the whole year at the stations, there is no winter break!

  • Can I book Citybikes (for a larger group, for example)?

    Booking Citybikes is not possible. During the day, smaller groups (up to 6 people) will probably not have any problems finding a sufficient number of available Citybikes at a station.

    For larger travel groups we recommend the bicycle rental Pedal Power.

  • How can I hire Citybikes for all my family (e.g. 5 people)?

    Please note that you can only rent one Citybike per card. The easiest way to use Citybikes with the entire family is to apply for a Citybike Card with the relevant number of partner cards. These partner cards are independent Citybike Cards, but are charged to the account of your "main" card.

  • From what age can my child use a Citybike?

    The provisions of Austrian road traffic regulations (Straßenverkehrsordnung, StVO) apply:

    • The bike's size must fit the child.
    • In addition, the child must be over the age of 12 to be entitled to ride a bike on their own.
    • Younger children must be accompanied by a person over the age of 16.
  • Does Citybike offer children's bikes?

    Due to logistical and technical problems caused by such (smaller) bikes, Citybike Wien does not offer any children's bikes.

     

Citybike Uphill Team

  • What is the Citybike Uphill Team?

    With the Citybike Uphill Team you can win prices for cycling uphill!

  • Why cycling uphill?

    On one hand: to improve the distribution of bikes for all people using Citybike Wien. On the other hand, to do something great for your health and the health of all people (keyword: less vehicle caused pollution).

  • Why are there only prices for cycling uphill?

    Citybike Wien is free for everyone!

    The people who actively improve the distribution of bikes for all can receive self-selected prices.

  • Do I have to cycle the altitude of a challenge at once?

    No, that's not necessary. Of course, several trips can be made to reach the desired number of altitude meters.

    Prices are available for every mountain cycling profile: intense or comfortable!

  • Great, how can I participate?

    Just log in here with your Citybike Wien username and the password you use to borrow a bike and pick a nickname for the Citybike Uphill Team. Accept a challenge and start cycling!

  • How do I win?

    After signing up for the Citybike Uphill Team, simply accept one of the available challenges and start cycling. If the destination station is higher than the starting station, altitude meters are collected. All rides during the selected challenge count as follows: uphill rides are added, downhill runs are deducted.

  • How are the altitude meters calculated?

    We calculate the difference between the arrival and departure station.

  • How many altitude meters can ever be achieved per trip?

    A maximum of 78 meters in altitude can be reached for cycling between two stations.

    Since we do not imply this enthusiasm, we made a map where you can look up the achievable altitude meters between the stations: elevation map

  • Why do I never win?

    In the personal login area you can see the altitude difference for the journeys you have made. Here you can check which altitude has been reached per trip.

    Prices are available for every mountain cycling profile: intense or comfortable!

    Attention: Downhill rides are deducted.

  • Can I cycle uphill without choosing a challenge?

    Of course! The assumption of a challenge is not necessary to cycle uphill in the Citybike Uphill Team.

    After signing up for the Citybike Uphill Team, all altitude meters will count for the high score.