Where can I register as a city bike user?
You can register as a city bike user at hsl.fi/en/citybikes and using the HSL app.
How do I register?
- Choose a pass (day, week or season). You can have only one pass valid at a time.
- For a season pass, you need an HSL account. If you don’t have an HSL account, you can easily create one using your email address. The HSL account needs to be confirmed using a code sent to your email. If you can not activate the HSL account, please contact: https://www.hsl.fi/en/feedbackform.
- Submit your payment card information. Valid payment methods are Visa, Mastercard, American Express, Discover and JCB.
- After registering, you’ll receive a personal cyclist ID, which you will need, along with your PIN code, to access a bike.
- If you registered using your HSL account, you’ll find your cyclist ID, personal activity feed and other information on your personal city bike page. You can, for instance, change or add payment cards or get a new cyclist ID. You can access your city bike page by logging in at hsl.fi and going to the city bike page or by choosing “City bikes” in the upper right hand menu.
Is there an age limit?
You must be at least 15 years old to use city bikes.
Why do I need to add a payment card to my city bike account?
Your payment card is used to purchase passes and for possible overage and delay fees. Overage fees will be charged when you ride a city bike continuously for over 30 minutes, delay fees when you use a city bike for over 5 hours.
Which payment cards can I use?
You can use Visa, Mastercard, American Express, Discover and JCB.
When registering, I got a notice that my payment card wasn’t accepted. What do I do?
Try to re-enter your payment card information or try with another card. If the problem persists, contact the city bike customer service, tel. tel. +358 9 425 788 10 (standard rates apply), Mon–Fri 7AM–7PM, Sat–Sun 9AM–5PM or by email at email@example.com.
Can I change which payment card is associated with my account?
Yes, if you registered online and created an HSL account. You can get to your city bike page by logging in at hsl.fi/en/citybikes. Add a new payment card by clicking on “Add payment card”.
Using city bikes
I’ve registered – how can I start riding a city bike?
Go to an available bike, press the enter button on the device in the middle of the handlebar and follow instructions on the screen. You’ll need your cyclist ID and the PIN code you entered during registration. You can choose to use your HSL card for identification instead of the cyclist ID, which makes using the bikes much simpler.
Can I use my HSL card to ride city bikes?
You can’t use your HSL card to pay for city bikes, but you can use the HSL card to access city bikes at bike stations.
How can I use my HSL card as identification when using city bikes?
To use city bikes with your HSL card, first register as a city bike user at hsl.fi/en/citybikes. Memorize your 7-digit cyclist ID and your PIN code.
Next, head to a bike station. To avoid entering the 7-digit cyclist ID each time, replace it with your HSL card using the console in the middle of the handlebar:
- Press the green Enter button.
- Choose number 1.
- Show your HSL card to the card reader.
- Type in your PIN code and press Enter.
- Choose ‘Yes’ (Number 1) to the question ‘Replace cyclist ID’.
- Type in the 7-digit cyclist ID you got when registering.
- Show your HSL card to the card reader again.
- Pull the bike from the rack when you hear a signal.
- You can now use the bike.
You will no longer need your 7-digit cyclist ID. Just show your HSL card and type in your city bike PIN code.
I have previously used city bikes with my Travel Card. I now have a new HSL card. What should I do?
Log in to the city bike website and order a new cyclist ID. If you wish, you can replace the cyclist ID with your new HSL card at a city bike station. Instructions for this are available above.
How long can I use the bike?
You can use city bikes continuously for 30 minutes. After that, €1 will be charged for each concurrent 30 minutes. The maximum allowed time for a single bike trip is five hours. If you exceed five hours, you’ll be charged a €80 delay fee. The sum is equal to the fee charged when traveling in public transport without a ticket. The pricing is designed to encourage short rides and to keep the bikes available to as many people as possible.
Can I ride the bikes where I want?
You can ride the bikes in Helsinki and Espoo and also ride from one city to the other, if you wish. The pricing encourages short trips, mainly in areas where there are city bike stations. Please only use the bikes in areas intended for bicycles, like streets and bike paths. You must walk the bike on sidewalks.
Can I lock the bike in a location other than a bike station, if I want to go to, for example, shopping?
You can momentarily lock the bike in places other than stations. When stopped, press Enter and follow the instructions on the screen. Inside the handlebar, there’s a cable lock – one end fastens to the front fork of the bicycle. Use the cable to secure the bike to a fixed object, like a post or a fence. The bicycle’s steering will also be locked and can only be opened by the user who locked the bike. Please note, that the bike timer will not be stopped when you lock the bike outside a station: If you don’t return the bike to a station within 30 minutes, overage fees will be charged. Follow the instructions on the screen when opening the lock. Please take the bike to a bike station whenever possible – there is a dense network of stations and returning the bike to a station makes it possible for others to access the bike.
How do I return a bike to the station?
It’s simple: go to a bike station and push the bike to the rack. Wait for the bicycle to be secured to the rack, and the screen to say OK. This means you’ve successfully returned the bike and your responsibility for it has ended. If there’s a problem with the return process, try another place in the rack or, if need be, ride to the next station. This can sometimes happen, if there are interruptions in data transfer.
Can I return the bike to a full station?
Yes, you can. Take the bike to the immediate vicinity of the station – at most, 10 to 20 meters from it. Press Enter; Select ‘Return’ and ensure that the handlebar is locked. After this, lock the bike by pulling the cable lock out from the handlebar and wrapping it around a fixed object, such as a pole or another city bike at the station, and snap it into place in the slot on the front fork of the same bike you used. Once you have correctly returned and locked the bike, you will no longer be responsible for it. If the text ‘Return’ does not appear on the screen, the bike is too far from the station.
If you come to a bike station and there is a bike returned next to the station, you can pick up the bike in the same way as a bike locked to a rack.
What should I do if I notice that the bike I have chosen at a bike station is broken?
Put the bike back in the rack. You can also contact the City Bike Customer Service. It’s easy to notify them using the instant feedback function – you’ll find instructions at every bike station. Our maintenance staff keep track of the condition of all the bikes and repair or replace them as needed. Riding a broken bike is not permitted.
Do I have to wear a helmet when riding a city bike?
When you ride a city bike, you must follow traffic rules. According to the Finnish Road Traffic Act, wearing a helmet is recommended. Please also follow other traffic rules.
Take a traffic rule test! (in Finnish)
Bicyclist guide (HePo) (in Finnish).
How do I pay for the use of the city bikes?
During registration, you’ve entered your payment details. The price of the pass you have selected is immediately charged. Any additional charges, like overage fees for bike trips over 30 minutes or delay fees for exceeding the maximum time of 5 hours, will be charged as needed. Visa, Mastercard, American Express, Discover and JCB are accepted.
I can’t remember my city bike PIN code, how can I get a new one?
If you registered online and created an HSL account, you can change the PIN code on your personal city bike page. To access your city bike page, log in at hsl.fi and select “City bikes” on the menu at the top right. If you don’t have an HSL account, contact the City Bike Customer Service, tel. tel. +358 9 425 788 10 (Mon–Fri 7AM–7PM, Sat–Sun 9AM–5PM) or by email at firstname.lastname@example.org.
Where can I see my cyclist ID?
If you registered online and created an HSL account, you can see your 7-digit cyclist ID on your personal city bike page. To access your city bike page, log in at hsl.fi and select “City bikes” on the menu at the top right. Your cyclist ID has also been sent to your email address after registration. If you replace your cyclist ID with your HSL card, you will no longer need the ID and it will no longer be shown on your personal page. You can order a new cyclist ID on your personal page if you want to use the cyclist ID again instead of HSL card.
Can I purchase access to multiple bikes?
If you want to offer city bikes for friends, you can offer access to a maximum of 4 persons using a day pass. A 24 hour pass is €5 per bike. You can choose the amount of bikes you want when buying a day pass. Please note that when you’re buying access to multiple bikes using your account, you are personally responsible for each one.
Malfunctions and other problems
Who can I contact if I have problems?
If you experience problems, contact the City Bike Customer Service, tel. +358 9 425 788 10 (Mon–Fri 7AM–7PM, Sat–Sun 9AM–5PM) or by email at email@example.com.
What happens if I use the bike for longer than the maximum limit of five hours at a time?
We will charge you 80 euros for the delay, which corresponds to the fee for traveling without a valid ticket on public transport.
What if I do not return the bike at all?
If you do not return the bike within 24 hours, we will consider it lost and can charge 400 euros as compensation.
What if the bike is stolen?
If you have taken proper care of the bike and it is nevertheless stolen from you, contact Customer Service at once, tel. +358 9 425 788 10 (Mon–Fri 7AM–7PM, Sat–Sun 9AM–5PM) or by email at firstname.lastname@example.org. Additionally, file a report with the police within 48 hours and submit a copy of the report to our customer service. If this happens, we will not demand compensation for the bike.
What should I do if I have an accident when using a city bike?
Act as you normally would in case of a traffic accident. After that, contact the City Bike Customer Service, tel. +358 9 425 788 10 (Mon–Fri 7AM–7PM, Sat–Sun 9AM–5PM) or by email at email@example.com.
I replaced my cyclist ID with my Travel Card, and now I have lost the card. How can I pick up a bike?
Contact the City Bike Customer Service.
I forgot something in the bike basket or at a bike station. Where can I ask about lost property?
Please contact Suomen löytötavarapiste (lost property office). The office is located in the Kamppi Center at Narinkka, 3, Helsinki. It is open Mon-Fri 9am-9pm, Sat 9am-6pm and Sun 12noon-6pm. You can also contact the office by phone on 0600 04401 (€1.99/min + standard call rate, waiting time is free of charge) during the times stated above, or online at http://katoamisilmoitus.htp-palvelut.com/ (online service in Finnish only, cost €5). If you have lost your Travel Card, please contact an HSL service point.