Customer service:
(418) 627-2511 (option 1)
Monday to Friday: 7 a.m. to 7 p.m.
Saturday, Sunday and holidays: 8 a.m. to 5:30 p.m.
At any time, via our online forms for general information and questions or for comments and complaints.
The service is available to users aged 18 and over, unless the user holds:
It is prohibited to use the àVélo service for commercial purposes (e.g.: logistics transport, goods transport, etc.).
For more details, consult our Terms of Use.
Yes, wearing a helmet is mandatory in the province of Quebec for the use of an electric-assisted bicycle (EAB) under the Highway Safety Code. As our fleet consists entirely of EABs, you are required to wear a bicycle helmet that meets standards in order to use our service.
Yes, as wearing a helmet is mandatory in the province of Quebec for the use of an electric-assisted bicycle (EAB) under the Highway Safety Code.
No, even though it is an electric-assisted bicycle, you are only allowed to ride on the bike network and on public roads, following the direction of traffic. It is strictly forbidden to take highways and their access ramps. Also, note that the Highway Safety Code prohibits cyclists from riding on sidewalks unless signage permits it.
You can continue using your àVélo as a standard bike, without electric assistance. Alternatively, you can return the bike to the nearest station and take another one to continue your trip. Once the bike is returned to the station, the logistics team or the charging station will take care of recharging it.
Press the button located under the àVélo’s screen once. If the electric assistance still does not work, you can continue riding without assistance or return the bike to a station. Once docked, press the maintenance button on the left side of the dock, and the logistics team will be informed to check the bike.
Note that electric assistance usually activates automatically when you rent an àVélo and turns off automatically after each use.
The maximum load for an àVélo is 120 kilograms (265 pounds), with the basket holding up to 10 kilograms (22 pounds).
It is strictly prohibited under the Highway Safety Code to transport a passenger, animal, or object that obstructs your view or interferes with bike operation. The basket is designed to carry small items such as a bag or lunchbox. Additionally, no extra equipment (trailer, child seat, etc.) for carrying items or passengers may be added to an àVélo according to our Terms of Use.
Our bikes are equipped with a 250-watt motor, and electric assistance is limited to a maximum speed of 32 km/h, as specified by the Highway Safety Code for electric-assisted bicycles.
The battery has a range of up to 70 kilometers on a full charge. The charge level can be checked at any time on the àVélo’s screen. For most utility rides, a charge level above 20% is sufficient. If the charge level is below 20%, the bike will not appear in the mobile app and will not be available for rental.
Our bikes feature a Nexus system with a 3-speed transmission. This robust system allows you to change gears while stationary or riding. However, it is recommended to shift gears before tackling a hill to avoid the derailleur switching to mechanical mode for a few seconds.
No, for safety reasons, it is not allowed to place an àVélo on RTC bus bike racks. Due to the àVélo’s weight, customers might injure themselves while lifting it or damage the bike or racks. If you need to take the bus, return the bike to a station instead and take another one after your bus trip.
No, for safety reasons, it is prohibited to add a trailer, cart, child seat, or any other equipment for transporting items or passengers to an àVélo.
Download the àVélo mobile app or visit the website, then sign up for the service by purchasing a plan.
For more information, visit our page on how the service works.
No, the àVélo service is seasonal and is open from May 1st to November 15th.
Customers are free to take and return bikes at the station of their choice, which can result in bikes being concentrated in certain locations. To address this, our logistics team monitors bike distribution in real-time and makes necessary efforts to redistribute them across the network.
Nonetheless, some stations may be empty, especially during peak periods. Check our stations map to find nearby stations and see, in real-time, the number of bikes and docks available.
Since this is a self-service system, no reservations are possible. This is why you have a 10-minute window to unlock an àVélo after purchasing a per-minute ride plan. If you cannot unlock an àVélo within this time, your plan will expire. You will need to purchase a new plan and use it within the required time frame.
Ensuring the reliability of payment terminals was difficult for our teams, so we decided to remove them completely from our stations to improve customer experience. The àVélo mobile app remains the best option for fully enjoying the service! Download it now on the App Store or Google Play.
Here are some alternative options:
1. Check the stations map to see real-time station availability, then go to an available dock at a station.
2. Align the bike with the dock, then lift the front slightly to secure it in place. Do not force the locking triangle or push it too abruptly, as the bike might bounce back.
3. Ensure the green light on the left of the dock turns on, confirming the bike is locked, and your ride is closed.
4. A yellow or red light means the bike is not properly docked, and your ride remains open. In this case, you will need to remove the bike and try again.
If the issue persists, try docking the bike at another available dock.
IMPORTANT: Never leave the station without ensuring the bike is securely docked. If needed, watch the following video for expert tips on docking techniques.
Despite efforts by our logistics team to redistribute bikes across the network, stations may still become full during peak periods. This is why it is important to check the stations map regularly to see, in real-time, the number of bikes and docks available before heading to a station.
Nonetheless, if you are using the mobile app and arrive at a station with no available docks, you can receive a 15-minute time credit to deposit your bike at another station:
If needed, watch the following video for steps on how to obtain a time credit.
If the green light on the left of the dock turns on when you insert the bike, it means it has been returned correctly, and your ride is finished. You can also try pulling the bike to ensure it is securely locked in the dock.
If you are using the mobile app, you will also receive a notification confirming the bike has been successfully returned, and your ride is complete.
For single rides, usage is charged based on ride duration, so you only pay for the time you ride. For other plans, usage is free in 30- or 45-minute blocks, depending on the plan you chose during purchase. After this time, each additional minute will be billed.
Regardless of the plan, the maximum allowed continuous usage time is 12 hours. We recommend returning the bike to a station as soon as your ride is finished. After this time, the bike will be considered stolen, and penalties may apply under our Terms of Use. Remember, the service is primarily designed to facilitate urban mobility. To be shared, the bikes should be used for short trips!
No, it is not possible to reserve one or more bikes in advance. A bike-sharing service is based on the immediate availability of bikes at stations. However, the mobile app and the stations map on the website allow you to see in real-time the bikes and docks available at stations.
Check the mobile app or the stations map on the website to see, in real-time, the availability of bikes and docks at each station. To check a bike’s battery charge level, you must be physically at the station and view it on the bike’s screen. If the charge level is below 20%, the bike will not be visible on the interactive map and will not be available for rental.
Refresh the mobile app or website by closing and reopening it. If the issue persists, contact Customer Service at 418-627-2511 (option 1).
The ideal distance from the QR code to your phone is about 30 centimeters (1 foot). Being too far away might make scanning difficult, especially in sunlight.
If you cannot scan the QR code with your phone, you can request a 5-digit code through the mobile app and enter it on the left of the dock to unlock a bike.
Insert the end of the cable into the slot provided under the basket at the front of the bike. Then, remove the key on the other side and keep it with you. Remember that the integrated lock is only for temporary stops, and the meter continues to run until you return the bike to a dock.
For more information on using the integrated lock, visit our page on how the service works.
You can complete our online form for comments and complaints or contact the Comments and Complaints team by phone at 418-627-2511 (option 3).
For general inquiries or questions, use this form or choose option 1 if calling us by phone.
This security deposit is necessary to prevent the risk of unpaid usage fees, damage, and theft. When purchasing an occasional plan, the customer authorizes the àVélo service to deduct a $100 deposit per bike from their credit card. This deposit may be retained, in part or in full, only in cases of:
If no violations are observed, the deposit will be released within 4 to 6 days after the bike is returned. However, this timeframe depends on financial institutions and could take up to 10 business days, which is unfortunately beyond our control. If this timeframe is exceeded or if you have any concerns, contact Customer Service at 418-627-2511 (option 1).
You can purchase an àVélo plan through the àVélo mobile app or on our website using the “Register” button in the main menu. Visit our Pricing page to view and compare different plan options.
Yes, your plan takes effect as soon as you purchase it and receive the confirmation message, provided the season is open.
You can subscribe at any time during the àVélo season, which runs from May 1st to November 15th. Stay informed before the season starts by subscribing to our newsletter or checking our website and social media to know when plans become available.
There are two types of plans: occasional or membership plans. Visit our Pricing page for all the details.
For occasional plans, it is possible to rent up to 4 bikes in a single transaction on the same account. For each bike in your possession, you will pay the plan fee and a $100 security deposit.
For membership plans, only one bike can be rented at a time on a single account, and occasional plans cannot be added while your membership remains active.
No, àVélo subscriptions for members are non-transferable. Your àVélo membership is associated with your personal account and linked to your credit card. You are therefore responsible for all rides made with your account.
A field is provided to register the number on the back of your OPUS card in the profile section of your online account or mobile app. You can add it during registration or at any time by logging into your account.
Adding your OPUS card allows you to unlock a bike by inserting it directly into the reader to the left of a station dock. This feature applies only to membership plans, and your àVélo account must be active with a valid subscription for the OPUS card to function.
Your OPUS card can be used to unlock a bike once it has been registered in your àVélo account through the mobile app or website. The OPUS card allows unlocking only; you must have purchased a membership plan beforehand to rent a bike.
It is not necessary for your OPUS card to already have a valid RTC transport title (bus tickets or passes) to be used for the àVélo service.
Yes, regardless of which transport agency issued your OPUS card (RTC, STLévis, STM, etc.), you simply need to register it in your àVélo account through the mobile app or website and have an active membership plan.
No, the OPUS card itself cannot be used to sign up for the àVélo service. You must first register and purchase a membership plan through the mobile app or website. Adding your OPUS card to your account will then allow you to unlock a bike at a station by inserting it into the reader to the left of a dock.
We invite you to verify your payment information in your account and ensure that your billing address matches the one associated with your credit card. If your payment information is up to date, please contact your financial institution, as they are the only ones who can resolve issues with your credit card transactions.
You can sign up for the àVélo service only by paying with a VISA or Mastercard credit card. For security reasons and to reduce the risk of failed payments, debit cards and prepaid credit cards are not accepted.
No, you need to purchase an àVélo plan to use our service.
Yes, as part of an integrated mobility offering, an analysis is planned in the coming years to offer àVélo plans combined with all RTC services, such as buses and Flexibus, as well as other mobility services in the region. For more details, consult this announcement.
The àVélo service was not designed for long rides but rather to meet the needs of short utility trips, such as commuting to work, meeting a friend, or going to a restaurant, store, tourist attraction, event, etc.
Since the vast majority of utility bike trips take less than 30 minutes, our plans are offered in 30- or 45-minute blocks to give you enough time. However, you can always use the service beyond this duration if needed, subject to additional charges.
Your membership can only be canceled if you made the request. If you believe your membership was canceled by mistake, contact Customer Service at 418-627-2511 (option 1).
In most cases, a suspension occurs when our system detects that your credit card has expired and/or fees are unpaid. Simply update your payment information in your account and ensure the fees are settled. Your account will then be automatically reactivated.
If your payment information is up to date and all your fees are paid, your account may have been suspended due to non-compliance with our Terms of Use. In such cases, no compensation will be provided to the customer.
For assistance or if you believe your account was suspended in error, contact Customer Service at 418-627-2511 (option 1).
Users can request a refund by contacting Customer Service by phone at 418-627-2511 (option 1).
Certain conditions apply to obtain a refund. If the àVélo service Terms of Use are violated, the user’s account may be suspended by the àVélo team without any refund granted.
Log in to your account through the mobile app or website, where you can disable the automatic renewal option at any time. If the renewal has already occurred or you need assistance, contact Customer Service by phone at 418-627-2511 (option 1).
The email address verification module only works through the website. However, once your account is created and your subscription is active, you can log in to the mobile app and use it to unlock bikes.
The program is not transferable to your family or friends. It can only be used by you through your professional email address linked to your employer's domain (@).
The membership lasts for one year (365 days) from the purchase date, and automatic renewal is not possible. You will need to revalidate your eligibility for the program each year through the email validation process. If you leave your job in the meantime, you can still use your subscription until it expires.
You can update the email address linked to your existing account. If you choose this option, you will need to follow the steps for an existing member.
You will need to wait for this subscription to expire, and you can then renew it with the program next year.
If the renewal has not yet been charged to your account, simply deactivate it by logging into your account under the “Subscription” tab. If the renewal has been charged but you have not yet used your subscription, you can contact Customer Service to cancel it and receive a full refund. You can then repurchase through the program.
The 45-minute annual membership is one of our bestsellers. With a minimum 10% discount through this program, you will enjoy peace of mind with 15 extra free minutes per ride for only a few dollars more than the 30-minute annual membership. It is even more advantageous if your employer offers an additional discount!
The vast majority of our annual membership sales occur at the start of the season each year. Therefore, it was more convenient for managing employer participation to keep the program available only during this period. Don’t wait – purchase or renew your membership before June 30 to take advantage of the discount!
You must report the loss or theft of a bike as soon as possible. Contact Customer Service at 418-627-2511 (option 1), and they will guide you through the process.
Please contact Customer Service at 418-627-2511 (option 1) as soon as possible to inform us of the bike's location.
Please contact Customer Service at 418-627-2511 (option 1) as soon as possible to report the incident.
Contact Customer Service at 418-627-2511 (option 1), and they will guide you through the process. As per our Terms of Use, fees may apply.
Return to a station to dock the bike and end your trip, then report the issue by pressing the maintenance button located on the left side of the dock. You have 10 seconds after docking the bike to report it by pressing the button. This will notify our logistics team to check the bike.
If you purchased a per-minute ride plan and the issue occurs within the first 5 minutes, you can take another bike free of unlocking charges and your minutes will simply continue on that bike. Otherwise, you will need to purchase a new per-minute ride plan. This situation does not apply to other plans with unlimited rides.
Wait a few minutes, as the station's connection may be unstable. If the issue persists, go to another àVélo station. It is not necessary to contact Customer Service since our technical team monitors station connections at all times and intervenes promptly.
In case of an accident, first contact emergency services if needed, depending on the severity. Then, report the accident to Customer Service at 418-627-2511 (option 1) within 24 hours.
Note that the bike remains your responsibility until it is returned to a station. You must dock the bike and report any damage by pressing the maintenance button located on the left of the dock. If you need assistance returning the bike to a station after an accident, contact Customer Service at 418-627-2511 (option 1).
By 2028, it is planned to deploy 330 stations and 3,300 bikes in the Québec City area. For more details, the àVélo service expansion plan can be consulted on the RTC public transit development plan page.
The àVélo team selects service areas and station locations based on a rigorous multi-criteria analysis that considers key factors for the service's success and the integration of stations into their environment.
You can always propose station location suggestions through the Voie Libre interactive map. Your suggestions help us plan the network and will be analyzed by our teams. However, we cannot guarantee they will be implemented.
Analyses are planned in the coming years to study this possibility, and more details will be communicated following these analyses.
Analyses are planned in the coming years to study this possibility, and more details will be communicated following these analyses.