Attention! Pronto will cease operations on March 31, 2017. Buy a special membership for $10, valid today through 3/31!

FAQ

BIKE SHARE 101
ABOUT PRONTO
SPECIAL $10 MEMBERSHIP
24-HOUR AND 3-DAY PASSES
BILLING AND FEES
BIKES AND STATIONS
HELMET RENTAL
TROUBLESHOOTING

Bike Share 101

What is bike share? What are its key elements and features?

Bike share is an innovative new transportation system, allowing users to take short trips easily without owning their own bike. The Pronto fleet is made up of specially designed, heavy-duty, durable bikes found in a network of docking stations generally located about 1,000 feet apart. Bike share systems allow users to control their own travel and are intended to be used for short, quick trips – typically less than 2 miles.

24-Hour or 3-Day Passes may be purchased from any station kiosk using a credit or debit card. Members enroll online and receive a personal key used to quickly unlock bikes from the docks.

Bikes can be returned to any station in the system, creating an efficient network with many possible connection points and combinations of departures and arrivals.

Ready to start riding? Ride Today!

Who can use bike share?

Pronto is available to any adult 18 years or older with a credit or debit card. Bike share systems in cities all over the world are used by a wide range of people for an almost infinite variety of trips. In Seattle, bike share is used by commuters and tourists alike, whether they are trying to get across town at rush hour, traveling between meetings, running errands, or moving among Seattle’s vast array of attractions.

Ready to start riding? Ride Today!

Is bike share safe?

Several North American cities, some of which have similar bikeway infrastructure to Seattle, have launched bike sharing systems and experienced ridership exceeding projections. Furthermore, the safety record of bike share systems in these cities has been remarkable. To-date, very few crashes have resulted in injury. The increased number of bikes on the streets alone introduces a “safety in numbers” effect making drivers more aware of bicyclists.

Pronto bikes are extremely stable and sturdily built. They are routinely maintained by professional mechanics who check all the safety features such as the always-on lights, bells, and chain guards. Pronto also has helmets available for rent and return at all stations. Additionally, Pronto’s visibility and the sheer increase in the number of bicyclists creates a great platform to further educate residents on how to safely share the streets. For more tips on riding safely, visit our Riding Tips page.

Ready to start riding? Ride today!

What other cities have bike share and how do they compare?

People are using bike share systems in over 200 cities, including New York, Boston, Washington D.C., San Francisco, Denver, Minneapolis, Chicago, London, Paris, and Barcelona with more programs launching each year.

About Pronto

Where are the stations?

The system includes 54 stations and 500 bikes in Seattle’s densest neighborhoods including Downtown, Capitol Hill, South Lake Union, and the University District.

Bike share stations are placed near existing transit hubs, employment centers, shopping districts, medical centers, schools, and other popular destinations (or points of interest). They're located on sidewalks, plazas, or on the street near the curb. Stations are wireless, solar powered and modular so that they can be easily installed and moved, if necessary.

To find out where our stations are located visit our station map.

How are particular station locations chosen?

There are a number of factors considered when determining station locations, including:

  • Population density and points of interest for residents and tourists
  • The proximity to existing transit infrastructure in order to extend the city’s overall network mass-transit footprint
  • Proximity or frequency of a nearby station in order to create a contiguous service area that can be travelled end-to-end with relative ease and speed
  • Technical feasibility – solar access, etc.
  • Compliance with City siting guidelines

In addition, we are sensitive to feedback from adjacent business owners and the general public, and do our best to accommodate everyone’s needs and concerns.

Special $10 Membership

How can I become a member?

Pronto will cease operations on March 31, 2017. Buy a special membership for $10. Available for purchase online only. All Pronto Memberships require a valid credit or debit card on file, and payment may be made with either MasterCard or Visa. Members must be at least 18 years of age. Your membership begins the day you sign-up online and will end on 3/31.

I’ve signed up online. What happens next?

Pronto will email you your membership key pick-up code to retrieve your activated key from any station kiosk. Then you're ready to ride!

Can I lend my Pronto key to someone else?

No, your Pronto key is not transferable. Inappropriate use or sharing of keys may result in membership termination and any overtime fees and/or potential damages charges will be settled against the credit card on file.

24-Hour and 3-Day Passes

I only want to ride occasionally and/or am just visiting town for a short time. How do I purchase access to the system?

You may choose to purchase a 24-Hour Pass for $8 or a 3-Day Pass for $16 at any Pronto station using the touchscreen kiosk.

As a Pass holder, the first 30 minutes of each of your trips are free. After the first 30 minutes, you'll be charged usage fees. You can avoid incurring usage fees by returning your bike to any Pronto station within 30 minutes of starting your trip. You may take as many trips as you want during your Pass period.

To find out where our stations are located visit our station map.

How do I unlock a bike as a pass holder?

To unlock a bike, first select the “rent a bike” option on the kiosk screen. Then select the number of bikes you will be renting and the pass type desired. You can choose to purchase a key fob for $2.50 that can be used for quick access and can be reactivated during future purchases. If you have already purchased a key in the past, you will be given the option to reactivate it. If you choose not to purchase a key fob, you will be prompted to enter the bike number located on the side of your selected bike (this will be a large 4 digit number in white).

After the kiosk transaction is completed, press the "press to release" button on the dock or insert your key fob to release the bike.

If you have any problems, please call to speak with a Customer Service Representative at 1.844.6.PRONTO (677-6686).

How do I return the bike at the end of my ride?

To return a bike, enter the part on the front fender (called the popcycle) into an open dock. Make sure to wait for the green light so you know the bike was successfully returned. If you don’t receive a green light, make sure the wheel is straight and try another dock if needed. Once you receive the green light, you are good to go. If you need to alert our repair crew, use the wrench button after you see the green light to lock the bike in place. Learn more in our Pronto Pointer videos.

Billing and Fees

What is included in my 24-Hour or 3-Day Pass?

For 24-Hour and 3-Day Pass holders, the first 30 minutes of every trip are free. Trips that last longer than 30 minutes will incur usage fees. A trip ends when a bike is securely returned back to a Pronto station – don’t forget to look for the green light when docking! You may take as many trips as you want during your Pass period.

If you would like to take a bike for an extended period of time, we recommend that you rent a bike or purchase one from a local bike shop. Please visit our resources page for a list of local bike shops.

What is included in my special $10 Membership?

When you’re a Member, the first 45 minutes of every trip are free. Trips that last longer than 45 minutes will incur usage fees. A trip ends when a bike is securely returned back to a Pronto station. You may take as many trips as you want during your Membership period.

How many rides can I take?

Your pass or membership includes unlimited rides, so you can take as many trips as you’d like. Remember that trips for 24-Hour and 3-Day Pass holders that last longer than 30 minutes incur usage fees. Memberships include unlimited 45 minute trips.

Bikes and Stations

Tell me more about the bikes.

Pronto bikes might be different than what you’re used to. They feature a step-through frame that provides a lower center of gravity and an adjustable seatpost that provides ease of access to a wide range of heights. Every bike has seven speeds, a bell, front and rear-flashing LED lights and a handy front rack. The bikes are equipped with basket storage. Plus, the internal hub gears, chain guard and fenders keep you riding clean.

Internal hub gears are fully enclosed and protected from the elements. The hub has a spring-loaded “clutch” to enable gear shifting, and you do not need to be pedaling to change gears. Pronto drum brakes provide a gentle stop, and the front brakes are designed to avoid lock-up. Remember to maintain a safe speed, especially when going downhill, so you can safely stop at a moment’s notice.

No extra storage units, clip-on units, or child seats are allowed.

Ready to start riding? Ride Today!

Tell me more about the stations.

The stations are battery-powered, solar-charged and modular to allow for easy installation. Each station consists of a variable number of docking ports for the bikes, plus a touchscreen kiosk for the purchase of passes. You'll also find a map of the service area and the surrounding neighborhood that shows the locations of bike lanes and other Pronto stations.

Each Pronto bike share station also includes a helmet bin for helmet pick-up and return. You can use a clean helmet with your bike and place the helmet in the return bin when you dock your bike.

To find out where stations are located, visit the station map.

Do the bikes fit everyone?

Pronto bicycles are designed to be used comfortably by people of a wide range of heights, simply by adjusting the seat height. To adjust the seat height, follow the seat post down to where it fits into the bike frame and flip open the quick release lever (a clamp on the right side of the seat post). Raise or lower the seat to a comfortable height and then close the lever to lock the seat securely in place. If you have trouble moving the seat, it can be helpful to wiggle it back and forth a little while pulling it up or pushing it down. Be sure that the lever is open before you try moving the seat.

Make sure the seat is centered by aligning the seat top with the center of the green bike frame. After you have found your right seat height, check the notch on the side of the seat post for quick reference and remember it for your next trip.

If you have any trouble adjusting your bike seat, please call to speak with a Customer Service Representative at 1.844.6.PRONTO (677-6686).

Ready to start riding? Ride Today!

How long can I check a bike out for?

24-Hour, and 3-Day Pass holders get the first 30 minutes of every trip free. Members get the first 45 minutes of every trip free. Longer rides incur usage fees.

If your Pronto bike has not been returned and correctly docked at a station after 24 hours, the bike will be considered stolen. In this case, you will receive a call from a customer service specialist, and a fee of up to $1,200 plus administrative fees may be charged to your credit or debit card on file.

How do I take a bike out of a bike dock?

It's easy! If you're a Member or have purchased a key fob, just insert your Pronto key into a dock with an available bike. If you used a bike number (located on the opposite side of the chain guard) during your purchase, you will have 1 minutes to get your bike by pressing the "press to release" button on the docking point.

When the green light blinks at the dock, lift the bike up by the seat (about four to six inches) and let the bike drop. Then holding onto the handlebar with one hand and the seat with the other hand, pull the bike firmly towards you. Adjust your seat height and roll on!

If you have any problems, please call to speak with a Customer Service Representative at 1.844.6.PRONTO (677-6686).

How do I return a bike to a dock?

Push the front wheel of the bike firmly into the bike dock and watch for the green light to blink on. The green light indicates that the bike is properly secured into the dock. If the yellow light on the bike dock stays on or if a red light appears, pull the bike out and try to re-dock into another empty bike dock.

Remember: the bike is your responsibility until it is properly locked back into a dock.

If you have any problems, please call to speak with a Customer Service Representative at 1.844.6.PRONTO (677-6686).

How do I ensure that my bike is properly docked?

After you dock your bike, wait to make sure the dock displays a green light. This will let you know that your bike is properly docked. Don't see a green light or want to make sure? Grab the back of the seat and lift up to see if the bike comes back out of the dock. If you can remove the bike from the dock, please try again to dock your bike.

Can I take out more than one bike with my Pronto key or my credit card?

If you are a key holder for a $10 membership or 24-Hour/3-Day membership, your Pronto key will allow you to unlock one bike at a time. If you're with a friend who doesn't have a Pronto Membership, they can use their credit or debit card to purchase a 24-Hour or 3-Day Pass at the kiosk.

No more than two 24-Hour or 3-Day passes may be purchased with the same credit or debit card, allowing for a maximum of 2 bikes to be checked out at the same time. Please note that a security deposit of $1 will be held against your credit or debit card for each pass you purchase ($2 if two Passes are purchased).

Helmet Rental

Do I have to wear a helmet?

Yes! It is against the law in Seattle to ride a bike without a helmet. If you do not own a helmet, you can rent one at any Pronto station. For more information about renting helmets, visit our How it Works page.

Tell me about the helmets.

All helmets are designed to perform above the requirements of accepted state and national safety standards. The helmets are adult-sized and adjustable, so one size fits most users. Used helmets are thoroughly cleaned and inspected by the Pronto staff before being re-stocked in the bin.

Helmets are available to rent at any station bin.

How do I pick up a helmet?

Members can retrieve the code from the Member Newsletter, Member Area of the website, or by calling customer service. Then, go the locked bin, enter the code followed by “#,” pull open the pick-up door, and retrieve a securely wrapped helmet. For short-term pass holders, purchase the code for $2 at the kiosk or call customer service for assistance and follow the steps described. Place the helmet wrapper in the return bin.

How long can I rent a helmet?

Every helmet may be rented for 24-hours. When you’re done riding, simply return the helmet into the return bin at any station for the Pronto operations team to collect, clean, and restock.

I received a helmet that is damaged or dirty. What should I do?

If you worry your helmet is damaged or otherwise unfit for use, please dispose of it in the return bin. Note the location of the kiosk (closest intersection is fine) and time of day. When convenient, call our customer service hotline at 1.844.6.PRONTO (677-6686) and we will investigate the condition of the helmet and make sure it is fixed before returning to the system.

In the meantime, go ahead and use another helmet.

My helmet doesn’t fit! What do I do?

Sorry about that! Our helmets are designed to fit nearly all adult heads, but some people may not fit within that size range. Please place the helmet in the nearest return bin; it’s not safe to ride with an improperly-fitting helmet.

If you want an alternative helmet option for your trip, check our resources page for retailers nearby who can sell you a discounted helmet that is a better fit for you.

How do I return my helmet after I’m done?

When you're ready to return your helmet, go to the bin at the bike station where you’re returning your bike. Place the helmet into the return bin. You’re done!

I got in an accident with / damaged my rental helmet! What do I do?

First, make sure you’re okay. If anyone is injured, call 911 immediately. You should also call the police district in which the crash took place and file a report with an officer. This will help assure all important information is documented.

Within 24 hours of the incident, you must notify us about the crash by calling and speaking with a Customer Service Representative at 1.844.6.PRONTO (677-6686). We will provide you with a Pronto Crash Report to fill out. Remember, the bike remains your responsibility until it has been properly locked at a dock or handed over to a Pronto representative.

What do I do if the helmet bin doesn’t have any helmets to rent when I get there?

We work hard to keep bins stocked at all times. In the off-chance that a bin is empty, your best option is to use the station map to find the nearest bin to rent a helmet and bike from another station. You can also purchase your own helmet by visiting one of our retail partners located throughout the city.

What do I do if the bin is too full and can’t accept any more returned helmets when I get there?

We work hard to make sure bins have space to accept used helmets. In the off-chance that a bin is full, you’ll need to return your helmet to the next-nearest bin. Use the station map to identify where the next-nearest station lies - just like if the bike dock is full.

If you’re in a rush, consider holding onto your helmet and then returning the helmet when it’s most convenient for you within the day.

Troubleshooting

What do I do if the bike isn’t working properly?

If your bike is not working properly, just lock it back securely at any Pronto station and notify us by pushing the white wrench button on the top of the dock. In case of difficultly re-docking the bike, please call us at 1.844.6.PRONTO (677-6686).

What do I do if there are no empty bike docks at the station where I want to return my bike?

If you want to return your bike at a station that’s completely full, we'll add an extra 15 minutes of free time to your trip so you can return the bike to another station. Simply go to the kiosk at the full station, insert your Pronto key (Annual members or 24-Hour and 3-Day Pass holders who purchased a key fob) or re-swipe your credit or debit card (24-Hour Pass or 3-Day Pass holders), and select the “Get a time credit” option to add the free time to your trip. You may also check the real-time status of nearby stations to find an available bike dock using the “Nearby Stations” option on the kiosk.

If you have a smartphone, download the Pronto app for your iPhone or Android device to view real-time information on bike and dock availability, and plan your trip accordingly.

If you have any problems, please call to speak with us at 1.844.6.PRONTO (677-6686).

What do I do if there are no bikes available at my station?

Use the "Nearby Stations" option on the kiosk touchscreen to check the real-time availability of bikes at nearby stations.

If you have a smartphone, download the Pronto app for your iPhone or Android device to view real-time information on bike and dock availability, then plan your trip accordingly.

My Pronto key or bike number isn’t working! What do I do?

If you are a Member, first make sure your key has been activated by logging in to your account at ProntoCycleShare.com using the username and password you chose when signing up. If your key is indeed broken, it can be replaced. Please call 1.844.6.PRONTO (677-6686) and our staff will send you a new key or provide a new code for key pick-up at the kiosk. A $10 replacement fee may be charged to your credit or debit card.

If you're a 24-Hour or 3-Day Pass holder and the bike number on the bike you want to check out isn't working, simply select a different bike.

My Pronto key has been lost or stolen. What do I do?

Please contact us at 1.844.6.PRONTO (677-6686) as quickly as possible to deactivate your Pronto key and prevent fraudulent use, as well as to obtain a new key. You will be charged a replacement fee of $10. Any overtime, service, damage or stolen bike fees incurred by your key before you have reported it as stolen will be your responsibility.

My Pronto bicycle has been lost or stolen. What do I do?

Immediately notify us by calling 1.844.6.PRONTO (677-6686). You must do this within 24 hours. The customer service representative you speak with will ask you to fill out a Pronto Theft Report form. In addition, we request that you call or visit the police precinct in which the theft occurred within 24 hours to file a theft report. Your credit card may be charged for the cost of recovery or replacement of the bike. Please note, you must contact Pronto within 24 hours of the loss or theft of your Pronto bicycle.

I’ve had a crash involving my Pronto bicycle. What do I do?

Call 911 immediately. You should also call the police district in which the crash took place and file a report with an officer. This will help assure all important information is documented.

Within 24 hours of the incident, you must notify us of the crash by calling and speaking with a Customer Service Representative at 1.844.6.PRONTO (677-6686). We will provide you with a Pronto Crash Report to fill out. Remember, the bike remains your responsibility until it has been properly locked at a dock, or handed over to a Pronto representative.