àVélo Frequently Asked Questions

àVélo is for people age 18 and over. People under 18 may use àVélo under the following conditions:

• If they are 14 and 15 years old and have a moped licence (Class 6D).
• If they are 16 or 17 years old and have a moped (Class 6D) or a driver’s licence.

Please note that using àVélo for commercial purposes (e.g., logistical transport, transport of goods, etc.) is prohibited.

Via the àVélo mobile app:

1. 1. Register or log in to your existing account. Purchase a single trip or an àVélo monthly pass from your profile.
   2. Select the station you are at and request an unlock code. You have two options:
      • Scan the QR code on the bike you want to rent or 
      • request a 5-digit code by clicking on “Déverrouiller un vélo.” You then have 10 minutes to pick up a bike. Enter the numerical code directly on the bike’s dock keypad (using buttons 1, 2, and 3).
   3. When the green light comes on, pull the bike toward you to remove it from the dock.
      • The yellow light will come on to indicate that the code is being validated. 
      • If the red light comes on, the code entered may be invalid, the bike may be damaged, or the battery may be empty. The bike will remain locked. Try another dock or call Customer Service at 418-627-2511.

On a payment terminal:

1. 1. Follow the instructions on the touch screen to purchase a single trip. Payment is by Visa or Mastercard only.
      • Please note that monthly passes are not available on payment terminals. They are available only via the àVélo mobile app or the website (www.rtcquebec.ca/avelo).
   2. Memorize the 5-digit unlock code that appears on the screen and type it into the dock keypad (using buttons 1, 2, and 3). You then have 5 minutes to pick up a bike.
   3. When the green light comes on, pull the bike toward you to remove it from the dock.

Using your OPUS card, preregistered in your àVélo account:

1. 1. Insert your OPUS card directly into the dock card reader.
   2. When the green light comes on, pull the bike toward you by lifting it slightly by the seat to get it out of the dock.
   3. Now go ahead and enjoy your ride!

Remember that you must wear a bike helmet to use àVélo.

Le service àVélo est offert durant la période d’ouverture des pistes cyclables par la Ville de Québec, soit du 1^er mai au 31 octobre.

Users are free to pick up and drop off àVélo bikes at the station of their choice, which means bikes can be concentrated in certain locations. Rest assured, however, that the àVélo team monitors the distribution of e-bikes and ensures they are regularly redistributed throughout the àVélo network.

Use the map on the àVélo app or the list on the payment terminal to find nearby stations and see how many bikes are available in real time.

Single tickets must be used within 10 minutes or they expire for security reasons.

You will then need to buy a new ticket, which will also have to be used within 10 minutes. Contact Customer Service for a refund on the unused ticket.

Printers are not available at pay terminals to avoid paper waste and piles of trash on the ground at stations.

You can either memorize your 5-digit code or take a picture of it with your cellphone or other mobile device. Thank you for your understanding.

After you’ve completed your purchase at the payment terminal, you have 5 minutes to view your 5-digit code again.

To do so, please reinsert your credit card into the payment terminal reader. The screen will turn back on and display your 5-digit code again.

If you exceed the 10-minute time limit, you won’t be charged for your ticket. 

When you get back, contact Customer Service to get your money back for the unused ticket.

Certaines stations n’ont pas de borne avec terminal de paiement. Il est préférable de télécharger l’application mobile pour utiliser le service. Si vous désirez acheter directement à une station, vérifier le site web pour connaitre l’emplacement des stations avec terminal de paiement.

1. Choose an available dock and push the bike into it, lifting it slightly by the seat.
2. The green light to the left of the dock will come on to confirm that the bike is locked into the dock.

If you end up in a station with no docks available, you’ll have to return the bike at another station.

The mobile app shows the available docks at every bike station in the system.

You can get an extra 15 minutes to take your bike to a nearby station. Identify yourself with your credit card at the terminal and choose the “Crédit de temps” option. Please note that the time credit option is available only when the station is full and you can’t return your bike there. Refer to the terminal or your mobile app to see the nearest stations and find out, in real time, how many docks are available so you can return your bike. Otherwise, please call Customer Service at 418-627-2511.

If the green light on the left side of the dock comes on when you insert the bike into a dock, it has been returned and the trip will be completed. You will also get an email confirming that the bike has been returned.

For a single trip, use of the service is charged by the minute from the moment the bike is unlocked and retrieved from the docking station. In the case of a membership, use of the service includes 30 or 45 minutes, depending on the pass chosen upon purchase. After this delay, fees per minute apply.

Use of the service is limited to 16 consecutive hours. This is why you have to bring back your bike and secure it in a docking station when your trip is over. After 16 hours of use, the bike will be presumed stolen and you could be charged up to $3,200. Remember that àVélo is meant to make it easier to get around the city and that means bikes must be used for short trips so they can be shared!

No. You can’t reserve one or more bikes. Bike-sharing only works if there are bikes available at the station when they’re needed. However, you can see the bikes that are available at stations in real time on the app.

Check the àVélo app to see where bikes are available, how many docks are left at each station, and battery charge levels.

Call RTC Customer Service at 418-627-2511. An agent will be happy to help you.

Call RTC Customer Service at 418-627-2511 and simply tell them where the bike is. An àVélo team representative will pick it up.

You can complete our online form or call Customer Service at 418-627-2511.

The maximum load a bike can carry is 120 kilograms (265 pounds). The maximum load the basket can carry is 10 kilograms (22 pounds). 

The electrical assistance is limited to 32 km/h, making it easy to go up hills while keeping users safe.

The battery range of the bike allows you to go about 70 km on a single charge. 

You can see the battery level of bikes at stations on the mobile app or on the bike displays. If an e-bike battery is empty (less than 20% charge), it won’t be visible in the mobile app and can’t be unlocked at the dock. 

You can get an àVélo monthly pass via the àVélo mobile app or the website.

Yes. Your pass is effective as soon as you receive a confirmation message.

You can get an àVélo pass at any time. There are several types of passes. For example, if you get a 30-day pass on August 15, it will expire 30 days later.

Yes. You can rent up to 4 bikes with the same credit card for single rides only. The fare and $100 security deposit apply to each bike rented..

No. Your àVélo pass is not transferable because it’s associated with your personal account and linked to your credit card. You’re responsible for all trips taken with your account.

There’s a field where you can enter the number on the back of your OPUS card. Enter the numbers after “02,” which is already shown.

You can enter it when you register or afterwards by logging into your àVélo account.

When you add your OPUS card, you can unlock a bike by inserting the card directly into the dock reader.

When you register your OPUS card in your àVélo account on the mobile app or website, you can use it to unlock a bike, regardless of the fare selected.

It doesn’t have to contain a ticket or pass to be used with àVélo.

.

Yes. Simply register your card in your àVélo account beforehand via the mobile app or website.

No. You can’t use your OPUS card to register for àVélo or access your online account afterwards.

However, when you add your OPUS card to your account, you can then unlock a bike by inserting the card directly into the dock reader.

We urge you to contact your financial institution, as it has the authority to block or unblock your transactions.

You can pay only with a Visa or Mastercard credit card to rent a bike.

No. You have to buy an àVélo pass or single fare to use the service.

Yes. In the next few years, we’ll look into offering bus and àVélo packages.

àVélo is designed for short trips for functional purposes, such as going to work, a restaurant, the store, etc.

Most bike trips in Québec City take 30 minutes or less.

RTC may cancel your monthly pass if you fail to comply with the àVélo terms of use. In such case, you will receive no compensation. For assistance, call Customer Service at 418-627-2511.

Votre abonnement peut être suspendu par le système dans le cas où votre carte de crédit est expirée ou que des frais supplémentaires ne sont pas payés. Il sera nécessaire pour le client de mettre à jour ses informations de paiement dans son compte ou de contacter son institution financière. 

Si votre abonnement est à renouvellement automatique, assurez-vous de remplacer votre carte de crédit lorsqu’elle arrive à expiration pour éviter que votre compte soit suspendu. 

Write to RTC Customer Service and ask for a refund.

Refunds are subject to certain restrictions.

If a user fails to comply with the àVélo terms of use, the àVélo team may cancel their monthly pass without any refund.

Users authorize àVélo to charge a $100 security deposit on their credit card per bike. The deposit is held in case of:

• • Failure to return the bike within 16 hours of taking it
  • Failure to pay extra charges for minutes in excess of the base rental time
  • Any other violation of the terms of use by the user

In the event that damage to the bike exceeds $100, the user will be responsible for additional repairs and will be billed accordingly.

If the bike is missing and/or stolen, the user will be charged a $3,200 penalty.

You must report the loss or theft of a bike as soon as possible. Call Customer Service at 418-627-2511.

You can call Customer Service at 418-627-2511.

Lock your bike at a station and report the situation by pressing the red button on the dock or via your last rental in the àVélo app so that a technician can take care of the problem. In case of difficulty, call Customer Service at 418-627-2511. 

Wait a few minutes. The terminal connection might be unstable. If the problem persists, go to another àVélo station.

In the event of an accident, you are required to report the facts to Customer Service within 24 hours by calling 418-627-2511. Lock the bike at a dock or, if that’s not possible, hand it over to an àVélo team representative. Please note that you are fully responsible for the bike until you hand it in.