Frequently Asked Questions

ACERCA DE GREEN BIKE

¿Qué es Green Bike?

GreenBike es el transporte ecológico de Aruba. Green Bike es un sistema de transporte y un sistema de alquiler de bicicletas. Es propiedad y es operado por Friendly Green Bike Company Aruba, V.B.A

¿Qué es la bicicleta?

Bike share es un modo innovador de transporte que permite a los usuarios hacer viajes utilizando bicicletas disponibles. Se compone de una flota de bicicletas especialmente diseñadas, resistentes y duraderas que están bloqueadas en una red de estaciones de acoplamiento en todo el área de servicio. Las bicicletas se pueden desbloquear desde una estación y regresar a cualquier otra estación del sistema, lo que hace que la bicicleta sea ideal para viajes cortos, largos o unidireccionales.

¿Cómo funciona Green Bike?

Green Bike está diseñado para ser una manera conveniente de moverse por la ciudad, y es ideal para viajes cortos, viajes largos o de ida. Únete como miembro anual o mensual o compra un pase para usuarios ocasionales y turistas, y tendrás acceso a 100 bicis. Recoge una bicicleta en una de las 8 estaciones cada vez que la necesites y déjala en cualquier otra estación cuando termines con tu viaje. Tome tantos paseos como desee mientras su pase o membresía está activo.

Durante su sección de alquiler puede atracar y quitar su bicicleta en cualquier estación, pero un código de paseo sólo dura un viaje. Para viajes posteriores, los miembros deben pasar su tarjeta de crédito o débito en el quiosco para recibir un nuevo código sin costo adicional.

¿Qué edad tienes para usar Green Bike?

Tienes que tener 16 años o más para montar bicicleta verde.

¿Cuánto cuesta Green Bike?

Existen diferentes opciones para utilizar Green Bike. Consulte la página de precios para obtener más detalles.

¿Dónde puedo montar Green Bike?

Usted puede montar una bici en cualquier camino público, la calle, o el camino de la bici en Aruba excepto donde el ciclo no se permite. Ciclismo en autopistas, no se recomienda. Green Bike recomienda utilizar la carretera más cercana a la playa.

¿Qué es una estación, un muelle y un quiosco?

Una estación es la fila de las bicis que se pueden encontrar a través de Aruba. Son de energía solar, y cada estación consta de un número variable de puertos de acoplamiento de bicicletas.

Un muelle es lo que sostiene cada bicicleta individual. Las bicicletas están bloqueadas en los muelles y deben ser desbloqueadas con una llave de bicicleta o código de viaje. Cada muelle contiene una ranura para la llave de bicicleta y un teclado donde se pueden introducir códigos de paseo. Los muelles también tienen una luz roja, amarilla y verde. Si un muelle está mostrando una luz roja, significa que la bicicleta está rota y no se puede desbloquear.

Un quiosco es la estructura que se puede encontrar en cada estación de bicicleta. El quiosco contiene información sobre cómo funciona el sistema, así como una pantalla táctil que se puede utilizar para comprar pases, obtener códigos de paseo y canjear certificados de regalo.

¿Cuántas bicicletas y estaciones hay?

Hay 8 estaciones y 100 bicicletas.

¿Dónde están las estaciones?

1. Paardenbaai Plaza

2. Costa Linda Resort

3. La Cabana Beach Resort

4. South Beach

5. Tony Romas, frente al Paseo Herencia.

6. Hotel Marriott

7. Plaza Turismo

8. El centro de Plaza Daniel Leo

¿Cómo funcionan las bicicletas Green Bike?

Las bicicletas Green Bike son bicicletas tradicionales (no eléctricas) que fueron diseñadas para un manejo fácil en un ambiente urbano. Ellos fueron construidos para ser cómodo para cualquier tipo de usuario, independientemente de la altura o la capacidad de conducción.

¿Las bicicletas se ajustan a todos?

Las bicicletas Green Bike fueron construidas para adaptarse a personas de diferentes tamaños y alturas. Hay una palanca negra en la parte inferior del poste del asiento que le permite ajustar el asiento arriba y abajo. Las marcas numeradas le ayudan a recordar su configuración para la próxima vez.

No olvide: sólo las personas mayores de 16 años pueden viajar en Green Bike.

¿Cómo saco una bicicleta?

En primer lugar, usted necesita para convertirse en un miembro o comprar un pase para poder utilizar Green Bike. A continuación, encuentre las bicicletas disponibles en el mapa de la estación o en la aplicación móvil.

Una vez que haya insertado correctamente su tarjeta de bici miembro o haya introducido un código de viaje, la luz en el muelle se volverá verde. Esto significa que la bicicleta está desbloqueada. Para extraerlo del muelle, tire de la bicicleta por el manillar o levante la bicicleta por el asiento para soltarla.

¿Cuánto tiempo puedo mantener una bicicleta fuera?

La membresía anual y mensual tiene paseos ilimitados de 45 minutos. Si un inquilino decide mantener la bicicleta más allá de la sesión de alquiler, se cobrará $ 5 por cada período adicional de 30 minutos. El alquiler expira una vez que la moto es devuelta.

Los usuarios casuales pueden utilizar la bici por el tiempo que fue comprado. Si un inquilino decide mantener la bicicleta más allá de su sesión de alquiler, se cobrarán $ 5 por cada período adicional de 30 minutos. El alquiler expira una vez que la moto es devuelta.

¿Cómo devuelvo una bicicleta?

Usted puede devolver su bicicleta a cualquier estación con un muelle abierto – usted no tiene que traerlo de nuevo a la estación donde usted lo recogió, haciendo ideal verde de la bici. Encuentra los muelles disponibles en el mapa de estaciones o en la aplicación móvil. Alinee el triángulo situado en la parte delantera de la bicicleta con el muelle e inserte su bicicleta suavemente pero firmemente (no lo golpee!). Espere hasta que la luz en el muelle se vuelva verde para asegurarse de que está bloqueada.

¿Cómo puedo asegurarme de que mi bicicleta estaba correctamente acoplada?

Para devolver una bicicleta, alinee el triángulo en la parte delantera de la bicicleta con el muelle. Cuando inserte su bicicleta en el muelle, la luz en el muelle mostrará primero amarillo. Si se convierte en verde, significa que has acoplado la moto correctamente y terminó su viaje. Si la luz se vuelve roja, significa que la bicicleta no se ha acoplado correctamente y no está bloqueada. Si no aparece ninguna luz, significa que la bicicleta no se ha insertado correctamente en el muelle. Si recibe una luz roja o no hay luz, retire la bicicleta del muelle y empuje de nuevo para intentarlo de nuevo.

Si usted está fuera en un paseo y está teniendo apuro el acoplar una bici, entre en contacto con el servicio de atención al cliente en customerservice@greenbikearuba.com

Los miembros también pueden utilizar la aplicación móvil para confirmar que una bicicleta se ha acoplado correctamente. Asegúrese de que las notificaciones push están activadas y recibirá una notificación después de haber acoplado correctamente una bicicleta y haber finalizado un viaje. También puede confirmar abriendo la aplicación móvil y asegurándose de que se ha detenido el ticker de viaje.

¿Puedo montar en bicicleta fuera del área de servicio?

Usted puede montar una bici verde fuera del área de servicio, pero es una buena idea no ir demasiado lejos, puesto que usted tendrá que volver al área de servicio para atracar su bici. Si mantiene una bicicleta por más tiempo que el tiempo incluido en su pase o membresía, incurrirá en cargos de uso adicionales.

What payment methods are accepted to purchase a day pass?

You can use any major credit or debit card to purchase a Green Bike pass – insert your card into the kiosk when prompted on the touchscreen. At this time, Apple Pay is not accepted. Prepaid cards are not a valid form of payment.

Why is a security deposit charged when I buy a pass?

When you purchase a Pass, a pre-authorization security deposit hold of $120 per bike is placed on your card account to insure against any additional usage fees you might incur. This is not a settled charge, but if you use a debit card to purchase a pass, it might result in overdraft fees if you don’t have sufficient funds in your account to cover the hold. For this reason, we recommend using a credit card when purchasing a Pass.

When will I get my security deposit back?

As long as you don’t incur excessive usage fees or a lost bike charge, we will release the $120 security deposit hold within 2 business days. Depending on your card provider, it may take additional time for the charge to disappear from your credit card or for the funds to be returned to your debit account. If you haven’t gotten your funds back after 2 business days, please contact your bank or credit card provider.

Why was my purchase rejected?

There are a few reasons why a purchase could be rejected:

  • You do not have sufficient funds in your debit card account or sufficient credit limit on your credit card account to cover the $120 security deposit hold.

  • Your bank rejected the transaction.

  • You are trying to use a prepaid card.

Can I purchase a new pass with the same credit card before my current pass expires?

No, you can’t purchase a new pass using the same credit card while you still have an active pass. If you purchased a Pass and wanted to buy a second Day Pass before the first pass expired, you would have to use a different credit or debit card.

Why do I have to enter my mobile number?

You do not have to enter a mobile number, but it is recommended in case we need to reach you about your ride. You can also opt in to receive text messages while your pass is active – we’ll let you know when you’ve successfully docked a bike and ended a ride, or if you’ve kept your bike out for a long time and are incurring usage fees.

Can I use the same 5-digit ride code more than once?

Each 5-digit ride code can only be used for one ride. If you rented multiple bikes on one pass, the same ride code is used to unlock all of the bikes. To take another ride, you must request another ride code – just insert the same credit card that you used to purchase your pass into the kiosk, and follow the onscreen instructions. (Don’t worry, you won’t be charged again.)

Will I be charged again for a new ride code?

As long as you use the same credit or debit card that you used to purchase your pass, and your pass is still active, you will not be charged again to get a new ride code.

How many times can I ride with my pass?

You can ride as many times as you want while your pass is active! If you keep a bike out for longer than your rental section, extra usage fees apply.

How long can I keep a bike out with my pass?

You can keep a bike out for your rental section, if you keep your bike out for longer thank your rental section longer, you will be charged extra usage fees.

How do I know if I was charged an extra usage fee?

To see if you’ve been charged any usage fees, go to a Green Bike kiosk (found at the end of each Gren Bike station), press the “Account Info” button, and follow the on-screen instructions. If you have any questions or need any help, please contact Customer service.

How much does an Annual Membership cost?

The current cost of an Annual Membership is $195 paid in full for the year, or $30 per month.

Can I pay for my Annual Membership in installments?

We offer a monthly billing option. It’s $30 per month.

How do I sign up for an Annual Membership?

You can sign up for an Annual Membership through this website. Please see the Annual Membership page for more details and choose the membership type you’d like (pay in full or monthly payments).

When does my membership begin after I sign up?

Your Annual Membership starts immediately upon purchase and you can start riding right away – you don’t need to wait for your bike card to arrive in the mail! Just go to the kiosk at the end of any Green Bike station, select “Rent a bike” and insert the credit card that is associated with your account. We’ll be able to identify you as a member and give you a one-time-use ride code. Once you get a ride code, type it into the keypad on a dock with an available bike to unlock the bike. To ride again before you get your bike Card, insert the same credit card to get a new ride code.

When will I get my bike card?

If you signed up for an Annual or Monthly Membership through the Green Bike website, you will receive a membership bike card in the mail in approximately 5 business days. If you don’t receive it, please contact Customer Service.

You don’t have to wait for your key to start using your Annual or Monthly Membership – you can ride right away! Just go to any Green Bike kiosk and insert the credit card associated with your account to get a one-time-use ride code. (Don’t worry, you won’t be charged again.) Once you get your ride code, type it into the keypad on a dock with an available bike to unlock the bike. To ride again, insert the same credit card to get a new ride code.

How do I activate my bike card?

When you receive a new bike card, you must activate it before you can start using it. Log into your account online and click the link to activate your bike card. You’ll need the ID code on your bike card, which can be found right below the barcode. If you have any trouble, please contact Customer Service.

How do I take a bike out with my bike key?

Insert your bike card into the slot in the dock – the light on the dock will turn yellow momentarily, and then green. When the light turns green, it means your bike is unlocked and you can pull the bike out from the dock. If the light turns red, remove your key, wait for the light to go out, and try again.

If you’re inserting your card all the way into the slot but not getting any light at all, make sure that you have activated your card first. If you have already activated your card and you’re still having trouble, please contact Customer Service.

Can I ride even if I don’t have my bike card?

Yes, you don’t need your bike card to ride! If you haven’t received it yet or forgot to bring it with you, go to the kiosk at the end of any Green Bike station, select “Rent a bike” and insert the credit card that is associated with your account. We’ll be able to identify you as a member and give you a one-time-use ride code. Once you get a ride code, type it into the keypad on a dock with an available bike to unlock the bike. To ride again, insert the same credit card to get a new ride code.

How many rides can I take as a member?

You can ride as many times as you want while your membership is active! The first 45 minutes of each ride are included in the Annual or Monthly Membership cost. If you keep a bike out for longer than 45 minutes at a time, extra usage fees apply.

What are the fees for rides longer than 45 minutes?

If you keep a bike out for longer than 45 minutes at a time, you will be charged an extra $5 for additional 30 minutes. For example: if you keep a bike out for 60 minutes, you will be charged a $10 usage fee. If you keep a bike out for 90 minutes, you will be charged a $15 usage fee. If you keep a bike out for 2 hours, you will be charged an $20 usage fee.

How do I know if I’ve incurred usage fees?

If you’ve incurred any usage fees during a given month, we’ll send you a billing statement and charge your card on file on the 1st of the month. You can check your Billing Statements at any time. If you’d like to be notified every time you incur a usage fee, you can opt into the email notification by going to Account Summary and clicking on the “Manage notifications” link.

Why do I need to keep an active credit card on file?

Every member must have an active credit card on file in case any additional usage fees are incurred for rides over 45 minutes or for lost bikes. Please see the Annual and Monthly Member page for more details about usage fees. If your billing information or address changes, or if your credit card is going to expire soon, please log into your account and update your Billing Info.

Can I lend my bike card to someone else?

No, Green Bike memberships cannot be shared and are not transferrable. If we suspect that you are sharing your membership or if we find any suspicious activity, your account will be suspended and your card will be deactivated.

Can I take out more than one bike with my bike card?

You can only take out one bike with your Annual or Monthly Membership.

How do I renew my Annual or Monthly Membership?

When you sign up for a new Annual or Monthly Membership, you are automatically enrolled in auto-renew to make sure there are no interruptions in your service. We will bill your card on file two days before your membership is set to expire. If you have never turned off auto-renew, you don’t need to do anything to enjoy another year of Green Bike!

If you have turned off auto-renew in your account settings, you will have to manually renew your membership. Log into your account and click on “Renew membership” – you can do this up to 60 days before your membership is set to expire.

Is there a security deposit for annual members?

No, there is no security deposit for Annual Members. But you must keep an active card on file in case any usage fees are incurred for rides over 45 minutes or lost bikes.

Does Green Bike have corporate memberships?

Yes, Green Bike offers subsidized memberships for corporate partners! These can include companies, universities or residential buildings. To learn more and see if you’re eligible, please visit the Corporate Membership page. To see how to enroll your company, please see the information on our Corporate Program or contact us

at info@greenbikearuba.com.

How do I unsubscribe from emails?

If you no longer want to receive promotional emails from Green Bike, please click the “unsubscribe” link at the bottom of a Green Bike email. Or you can click “update subscription preferences” to choose which types of emails you’d like to receive. To opt out of the Ride Close and Usage Fee email alerts, you must log into your account and select “Manage notifications.” Please note that you cannot unsubscribe from important servicing emails about your Green Bike account.

Is Green Bike safe?

While there can be risks with any mode of transportation, bike share has proven to be relatively safe. Green bikes are built for stability and durability, and not built for speed. The loud bell and motion-actvated lights also make the make bikes more visible to people driving and other people biking. And our team of mechanics regularly perform preventative maintenance and repairs as needed. Of course, it is always recommended that riders wear helmets to greatly reduce the risk of head injury should a crash occur.

Do I have to wear a helmet?

Although bike helmets are not required in Aruba, they are always recommended for riders of all ages. Helmets have been proven to greatly reduce the risk of head injury in a crash.

Is there anything I should do before starting a ride?

Before each ride, always be sure to adjust the seat to a comfortable height. It’s also a good idea to squeeze the brakes to make sure there’s good resistance, and to check the tires to make sure they’re not flat. Please see our Rules of the Road for more pre-ride safety tips.

How do I ride safely in Aruba?

There are a few cycling laws and other riding tips that all riders should follow to help ensure a safe ride:

  • Ride in the same direction as traffic
  • Follow all traffic signs and signals
  • Stop for people walking
  • Don’t ride on sidewalks
  • Never ride distracted – pull over if you have to use your phone
  • Wear a helmet
  • Use hand signals when turning, and do not to weave in and out of traffic

Please see our Rules of the Road section for more riding tips and safety information.

What should I do if my ride code isn’t working?

If you’ve entered your code correctly into keypad on the dock, and the light on the dock isn’t turning green, there may be a few reasons why your ride code isn’t working:

  • The light on the dock is red this means the bike is broken and cant be unlocked

  • Something is wrong with the dock occasionally, the technology on the dock may fail; if there’s an issue, please let us know by email

customerservice@greenbikearuba.com

  • The ride code expired codes are only valid for 5 minutes for security purposes

If your ride code hasn’t expired, try the same code again on a different dock with an available bike. If it still isn’t working, you can request a new code from Transit App or the kiosk – just insert the same credit card again to get a new ride code (don’t worry, you won’t be charged again).

What should I do if my bike card isn’t working?

There are a few reasons why your bike card may not be working:

  • It hasn’t been activated you must activate your bike key through your account before you can use it

  • You have an open rental if you havent returned your last bike, you wont be able to take out a new bike

  • Your billing info is outdated you must have an active credit card on file in order to use Divvy; if your card expired or became invalid, your key may have been deactivated

  • You aren’t inserting your card correctly in the dock make sure youre inserting your card all the way into the slot in the dock; if youre getting a light on the dock, it means your card is working

If you’ve checked all the reasons above and are still having a problem with your card, please contact Customer Service customerservice@greenbikearuba.com so we can send you a new one.

What should I do if my bike key gets lost or stolen?

Please call Customer Service at customerservice@greenbikearuba.com as soon as possible to deactivate your bike key and prevent fraudulent use. Any overtime, service, damage or stolen bike fees incurred by your key before you have reported it as lost or stolen will be your responsibility.

You can place an order for a new bike card through Customer Service for a small replacement fee.

What does a red light on a dock mean?

A red light on a dock with a bike means that the bike is broken and cannot be used again until it’s been fixed by a Green Bike technician. Sometimes friendly riders will turn the seat of a broken bike backward, so it’s easy to spot from afar and you don’t waste your time walking up to it. A red light on a dock without a bike means that there is a problem with the dock and it cannot accept bike returns.

If you ever take out a bike that has an issue, please return it to the closest dock and hit the button on the dock with the wrench symbol.

What should I do if there’s a problem with my bike?

If there’s a problem with your bike, please dock it at the nearest station and press the button on the dock with a wrench symbol on it. This will turn the light on the dock red so no one else can use the bike before our technicians can fix it. You can also turn the seat backward on a red-lighted bike, so members can see from afar that it’s broken.

What should I do if I can’t dock my bike?

If you’re having trouble docking a bike, please try a different dock first. Make sure you’re pushing your bike all the way into the dock. If holding the bike and pushing from the handlebars isn’t working, some people find it easier to push the bike in by the seat, while holding only one handlebar to guide the bike.

If you’re still having trouble, please call Customer Service at customerservice@greenbikearuba.com. Whatever you do, don’t just leave a bike if you can’t dock it – you could be charged for additional usage fees if your bike isn’t docked within 30 minutes, or charged a lost bike charge of $1200 if your bike is not docked within 24 hours.

What should I do if I need to return my bike and the station is full?

If there are no available docks at the station you’d like to use, you can find a nearby station on the Green System Map or the station kiosk. If you’re nearing the 30-minute ride limit, we’d be happy to offer you an extra 15 minutes to find a dock – just go to the kiosk, select “No bike docks available?” and follow the on-screen instructions.

What should I do if I can’t find a bike when I need one?

If there are no bikes available at the station you’d like to use, you can find nearby stations with bikes on the Green Bike System Map or interactive kiosk.

What should I do if I crash my bike?

If you are injured, call 911 immediately. You should also call the police precinct where the crash took place and file a report with an officer to make sure that all important information is documented.

Within 24 hours of the incident, you must also notify Green Bike of the facts of the crash by contacting Customer Service at customerservice@greenbikearuba.com We will provide you with a Crash Report to fill out.

The bike remains your responsibility until it has been properly locked at a dock or handed over to a Divvy representative. If you aren’t able to dock your bike, please contact Customer Service at customerservice@greenbikearuba.com

What should I do if my bike gets lost or stolen?

If you lose your Divvy bike or it gets stolen, please contact Customer Service immediately at customerservice@greenbikearuba.com. You must do this within 24 hours. We will provide you with a Theft Report form to fill out. Please also call the police precinct where the incident occurred within 24 hours.

Your credit card may be charged for the cost of recovery or replacement of the bike, up to $1200.

What should I do if I find an abandoned bike?

If you find an abandoned bike, please contact Customer Service right away at customerservice@greenbikearuba.com

What should I do if I lose or find something at a Green station or on a Green bike?

To report a lost or found item, please contact Customer Service at customerservice@greenbikearuba.com. Divvy members are responsible for all personal belongings during rides/trips. Neither Divvy nor Motivate maintain any responsibility for replacement of lost/missing customer items.