[2026-07-10 08:42:11] Customer (Maya R.): Hi, I’m trying to end my ride at the Oakridge Transit Hub station, but the dock light is flashing red and the app still says my ride is active.

[2026-07-10 08:42:34] Support (Elena): Good morning, Maya. I can help with that. You’re chatting with ValleyRide Bike Share support. Can you confirm the bike number printed below the handlebars?

[2026-07-10 08:42:58] Customer (Maya R.): It’s VR-18472.

[2026-07-10 08:43:21] Support (Elena): Thank you. I see bike VR-18472 checked out from Mill Street Market at 8:03 AM. Are you physically at Oakridge Transit Hub right now?

[2026-07-10 08:43:36] Customer (Maya R.): Yes, Dock 7. The bike is locked in, but it won’t complete.

[2026-07-10 08:44:02] Support (Elena): Understood. Please tug the bike gently backward once to confirm it is secured. Don’t remove it if it feels locked.

[2026-07-10 08:44:29] Customer (Maya R.): It’s definitely locked. Won’t move.

[2026-07-10 08:44:55] Support (Elena): Thanks. I’m ending the ride manually now. You won’t be charged for time after 8:42 AM, when you first contacted us.

[2026-07-10 08:45:18] Support (Elena): Your ride has been closed. Final trip time is 39 minutes, and the route shows Mill Street Market to Oakridge Transit Hub.

[2026-07-10 08:45:41] Customer (Maya R.): Great, thanks. The app still shows the timer though.

[2026-07-10 08:46:06] Support (Elena): It can take up to one minute to refresh. Please force close and reopen the app.

[2026-07-10 08:46:47] Customer (Maya R.): Okay, now it says completed. But it charged me $4.75. I have the commuter pass, so that seems high.

[2026-07-10 08:47:20] Support (Elena): Let me check the fare calculation. Your commuter pass includes unlimited classic bike rides up to 45 minutes, but this was an e-bike. There is a $0.10 per minute e-bike surcharge after unlock.

[2026-07-10 08:47:58] Customer (Maya R.): Ah, I didn’t realize this was an e-bike. The battery display was off.

[2026-07-10 08:48:31] Support (Elena): That makes sense. I also see a dock communication error at Oakridge Transit Hub, so I’m waiving today’s e-bike surcharge as a courtesy. You’ll see a $4.75 credit back to your card within 3 to 5 business days.

[2026-07-10 08:49:03] Customer (Maya R.): Thank you. Is that station broken? I use it every morning.

[2026-07-10 08:49:39] Support (Elena): We’ve opened a maintenance ticket for Dock 7 and the station modem. The rest of the Oakridge Transit Hub docks are currently accepting returns, but I’d avoid Dock 7 until the technician clears it.

[2026-07-10 08:50:08] Customer (Maya R.): Got it. Is there a ticket number?

[2026-07-10 08:50:27] Support (Elena): Yes. Your support case is VR-583921, and the station maintenance ticket is MNT-240771.

[2026-07-10 08:50:51] Customer (Maya R.): Perfect. Thanks for fixing it quickly.

[2026-07-10 08:51:09] Support (Elena): You’re welcome, Maya. Your ride is closed, the refund is submitted, and Dock 7 has been reported. Have a good day.