Divvy Bike Customer Service — comprehensive operational guide

Divvy bike-share, launched in Chicago in 2013, is a high-volume public mobility system that requires a professional, process-driven customer-service operation. The program grew from an initial 750 bikes and roughly 75 stations to a network of approximately 5,800 bikes and about 600+ stations by the late 2010s after suburban expansions; operations are now administered under the Motivate/Lyft family of services. Because riders interact with equipment, docks, payments and occasionally emergency situations, effective customer service mixes real-time channels (in-app and phone) with documented follow-up (email, web forms, case numbers).

This document explains the key customer-service workflows you will encounter as a rider, operations partner, or municipal stakeholder: how to reach support, what evidence accelerates resolution, timelines to expect for refunds or lost-and-found requests, how to report accidents, and how membership/billing issues are handled. Wherever I include numbers, addresses or processes, treat them as operational best-practice values and verify current pricing or phone listings on the official sites listed below before revealing to third parties.

Primary contact channels and official references

Divvy offers multiple contact points: the Divvy website (support and FAQs), the Divvy mobile app (preferred for ride-specific problems), and Lyft’s broader help center when issues involve account or payment systems. For city-managed problems (station damage, city-owned docks, or immediate public-safety concerns) Chicago’s 311 service is the municipal escalation route.

• Divvy official site and help center: https://www.divvybikes.com (see the Contact/Help pages for ticket submission).
• Lyft/Divvy help portal for account and billing escalations: https://help.lyft.com/hc/en-us
• Chicago municipal non‑emergency: dial 311 (within Chicago) or (312) 744‑5000 for customer service and city hall address: 121 N LaSalle St, Chicago, IL 60602.
• Emergencies: always call 911 first for any crash involving injuries; follow up with Divvy via the app or website to file an incident report.

Use the in-app “Help” for any ride-specific item (bike number, dock ID, timestamp) because the app ties directly to trip IDs that technicians and billing teams use to reconcile issues. If an on-street technician is required (mechanical or safety-related), the fastest outcome is achieved by posting the exact dock/station ID, bike number and a timestamped photo in your initial ticket.

Typical problems and step-by-step resolutions

Mechanical failures (flat tire, locked brake, chain issue) — first step: do not leave the bike running on a public sidewalk creating a hazard. If the bike stops mid-ride and is unsafe to move, note the bike number (typically on the frame near the rear wheel and on the dock), take a photo, and immediately submit a “bike problem” report in the app or via the website form. The operations team will dispatch maintenance; technicians aim to service high-priority safety calls within 1–6 hours depending on location and time of day.

Dock or payment failures (card declined, bike won’t release) — collect the transaction or trip ID shown in the app, the last four digits of the card used, and a screenshot of any error message. Submit these with time and station ID; billing disputes typically enter a 5–10 business‑day investigation window. For immediate rental needs, you can start another ride using a different payment method or a 24‑hour pass if available.

Lost items, refunds and billing disputes

Lost-and-found: if you left personal property in a bike basket or at a station, report it through the Divvy/ in-app lost & found as soon as possible. Operations partner facilities typically retain found items for 30 days, then follow a municipal disposition schedule. Provide the station/dock ID, approximate time, and a detailed description — photographs of the item accelerate recovery.

Refunds and charge disputes: common successful disputes include double charges, unauthorized charges, or billing after an early termination. File a dispute via the app or web form with screenshots, the trip ID, card last four digits and exact timestamps. Standard internal processing time is 5–14 business days; if the payment processor must reverse a charge, bank posting times can add another 3–5 business days. If you do not receive a resolution, escalate to Lyft support with the case number or contact your card issuer to open a chargeback while keeping the Divvy case number on file.

Safety, accident reporting and legal considerations

In any collision with injury, prioritize medical care and call 911. After the immediate safety needs are addressed, gather bike and dock IDs, photographs of bike damage and roadway conditions, witness names/phone numbers, and — if possible — a police report number. Divvy’s incident reporting form (in-app or web) should be submitted within 24–72 hours to ensure evidence retention; operations records (telemetry and GPS) are often used alongside rider-supplied photos in adjudicating liability or refund requests.

For theft and vandalism, secure a police report and notify Divvy immediately. If a bike is stolen while checked out on your account and you have a police report, include the report number in your support ticket; this documentation is usually required to reverse any loss-of-bike penalties. Note that insurance coverage (personal, renters, or credit-card protections) can affect liabilities — retain all correspondence and case numbers for claims.

Practical tips to speed resolutions and reduce friction

When contacting support always include: exact trip ID, start/end station IDs, bike number (painted on frame), date/time (including timezone), screenshots of errors or receipts, and the last four digits of the card used. A single, well-documented ticket with this information reduces back-and-forth and cuts average resolution time by weeks. If possible, attach short video or multiple photos showing the issue from different angles.

If you are a frequent user or organization manager (corporate or campus account), maintain a standard operating checklist for riders: photograph the bike at check-out, record the station ID, and align membership details (email and phone on file) before starting. For operations teams and power users, request weekly or monthly billing statements (CSV) from the support portal to reconcile charges; this makes disputes about multi-ride invoices straightforward and auditable.

How do I complain about a Divvy bike?

All customer service questions related to Divvy bikes should be directed to Divvy Customer Care at 1-855-553-4889 or www.divvybikes.com/contact.

How do I contact Divvy bikes?

1-855-55-DIVVY
Contact Divvy
Search our Help Center to find the answers to your questions. If you’re still having trouble, email Divvy customer service or call 1-855-55-DIVVY, now supported by Lyft.

What happens if you don’t return a Divvy bike?

If you have kept a bike out for more than 24 consecutive hours, it is considered lost or stolen and there is a fee of $250 (plus tax). This can also happen if you did not dock your bike properly, so your ride stayed open, and someone else took the bike and has not returned it.

Does Lyft own Divvy bikes?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview No, Lyft does not own Divvy; the City of Chicago owns the Divvy bike-share system’s assets, including the bikes and stations, while Lyft operates it under a contract with the city. Lyft acquired Motivate, the company that previously operated Divvy, in 2018, but the ownership structure shifted to a public-private partnership between Lyft and the City of Chicago.
  Here’s a breakdown of the relationship:

• Lyft . Opens in new tabis a private company that acquired Motivate, the company that initially operated Divvy and other bikeshare systems. 
• The City of Chicago . Opens in new tabowns all the physical assets of the Divvy system, including the bikes and stations. 
• Lyft . Opens in new tabholds the contract to operate the system for the city, managing the technology and day-to-day operations since 2019. 

AI responses may include mistakes. Learn moreDivvy – WikipediaThe system is owned by the Chicago Department of Transportation and has been operated by Lyft since 2019.WikipediaDivvy’s new pricing is unaffordable to many residents, and therefore inequitable : r/chicagoJun 14, 2022 — The city still owns the Divvy program and most assets – but now Lyft operates the program instead of the old company M…Reddit(function(){
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Why did Divvy charge me $25?

Parking violations — including locking the ebike to itself, private property, trees, or any other structures as well as blocking pathways, sidewalks, or ramps — incur a $25 fee. You’ll be charged a $25 fee for parking your ebike outside of the service area.

What happens if you don’t bring back a Divvy bike in 30 minutes?

If you keep a classic bike out for longer than the time included in your membership or pass, additional usage fees will apply. A ride timer on the mobile app keeps track of how long you’ve had a bike out.