FAQ

What is Green Bike?

GreenBike Is the Eco-Friendly transportation in Aruba. Green Bike is a bike share and a Bike rental system, which is a form of public transportation by bike. It’s owned and operated by Friendly Green Bike Company Aruba, V.B.A

What is bike share?

Bike share is an innovative mode of transportation that allows users to make trips using available bikes. It consists of a fleet of specially designed, sturdy and durable bikes that are locked into a network of docking stations throughout the service area. The bikes can be unlocked from one station and returned to any other station in the system, making bike share ideal for short, long or one-way trips.

How does Green Bike work?

Green Bike is designed to be a convenient way to get around the city, and is ideal for short rides, long or one-way trips. Join as an Annual or Monthly Member or buy pass for Casual user and Tourists, and you’ll get access to 100 bikes. Pick up a bike at one of 8 stations whenever you need one, and drop it off at any other station when you’re done with your ride. Take as many rides as you want while your pass or membership is active.

During your rental section you may dock and remove your bike at any station but a ride code only lasts for one trip. For subsequent trips, members must swipe their credit or debit card at the kiosk to receive a new code at no additional cost.

How old do you have to be to use Green Bike?

You have to be 16 years or older to ride Green Bike.

How much does Green Bike cost?

There are different options for using Green Bike – Please see the Pricing page for details.

Where can I ride Green Bike?

You can ride a Green Bike on any public road, street, or bikeway in Aruba except where cycling is not permitted. Cycling on expressways, is not recommended. Green Bike recommends using the closest road to the beach.

What is a station, a dock, and a kiosk?

A station is the row of bikes that can be found throughout Aruba. They are solar powered, and each station consists of a variable number of bike docking ports.

A dock is what holds each individual bicycle. The bicycles are locked into the docks and must be unlocked using a bike key or ride code. Each dock contains a slot for the bike key and a keypad where ride codes can be entered. Docks also have a red, yellow and green light. If a dock is showing a red light, it means that the bike is broken and cannot be unlocked.

A kiosk is the structure that can be found at each Green Bike station. The kiosk contains information about how the system works, as well as a touchscreen that can be used to buy passes, get ride codes, and redeem gift certificates.

How many bikes and stations are there?

There are 8 stations and 100 bikes.

Where are the stations?

1. Paardenbaai Plaza

2. Costa Linda Resort

3. La Cabana Beach Resort

4. Palm Beach (South Beach)

5. Tony Romas, in front of Paseo Herencia.

6. Marriott Hotel

7. Plaza Turismo

8. Downtown in Plaza Daniel Leo

How do the Green Bike bicycles work?

The Green Bike bicycles are traditional bicycles (not electric) that were designed for easy riding in an urban environment. They were built to be comfortable for any type of rider, regardless of height or riding ability. 

Do the bikes fit everyone?

The Green Bike bicycles were built to fit people of all different sizes and heights. There is a black lever at the bottom of the seat post that allows you to adjust the seat up and down. The numbered markings help you remember your setting for next time.

Don’t forget: only people who are 16 years and older can ride Green Bike.

How do I take out a bike?

First, you need to become a Member or buy a  Pass to be able to use Green Bike. Then, find available bikes on the Station Map or mobile app.

Once you’ve successfully inserted your member bike Card or entered a ride code, the light on the dock will turn green. This means the bike is unlocked. To remove it from the dock, pull the bike out by the handlebars or lift the bike by the seat to release it.

How long can I keep a bike out?

Annual and Monthly Membership have unlimited rides of 45 minutes. If a renter choose to keep the bike past the rental session, $5 will be charged for each additional 30-minute period. The rental expires once the bike is returned.

Casual users can use the bike for the time that it was bought. If a renter choose to keep the bike past your rental session, $5 will be charged for each additional 30-minute period. The rental expires once the bike is returned.

How do I return a bike?

You can return your bike to any station with an open dock – you don’t have to bring it back to the station where you picked it up, making Green Bike ideal. Find available docks on the Station Map or mobile app. Line up the triangle located at the front of the bike with the dock and insert your bike gently but firmly (don’t slam it!). Wait until the light on the dock turns green to make sure it’s locked. 

How can I make sure my bike was docked correctly?

To return a bike, line up the triangle at the front of the bike with the dock. When you insert your bike into the dock, the light on the dock will first show yellow. If it turns to green, it means you’ve docked the bike correctly and ended your ride. If the light turns to red, it means that the bike was not docked correctly and is not locked. If no light appears at all, it means that the bike was not inserted correctly into the dock. If you get a red light or no light, remove the bike from the dock and push it back in to try again.

If you’re out on a ride and are having trouble docking a bike, please contact Customer Service at customerservice@greenbikearuba.com

Members can also use the mobile app to confirm that a bike has been docked correctly. Make sure that push notifications are turned on, and you will receive a notification after you’ve successfully docked a bike and ended a ride. You can also confirm by opening the mobile app and making sure that the ride ticker has stopped.

Can I ride a bike outside of the service area?

You can ride a Green Bike outside of the service area, but it’s a good idea not to go too far, since you will have to return to the service area to dock your bike. If you keep a bike out for longer than the length of time included in your pass or membership, you will incur additional usage fees.

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 can’t 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 haven’t returned your last bike, you won’t 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 you’re inserting your card all the way into the slot in the dock; if you’re 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.