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Frequently asked questions
How to take care of your battery in winter
Where can I service my bike?
Where can I see the expected delivery date of my VanMoof?
Veelgestelde vragen
Zo onderhoud je je accu in de winter
Waar kan ik terecht voor service en reparatie?
Wat is de levertijd van een VanMoof?
Foire aux questions
Comment entretenir votre batterie durant l'hiver
Où puis-je apporter mon VanMoof afin de réaliser son entretien ?
Où puis-je voir la date de livraison estimée de mon VanMoof ?
Häufg gestellte Fragen
So pflegst du deine Batterie im Winter
Wo kann ich mein Fahrrad warten lassen?
Wo kann ich das Lieferdatum des VanMoof einsehen?
よくあるご質問
冬のバッテリーの取り扱いについて教えてください
VanMoofのメンテナンスを受けるのはどこがいいでしょうか？
注文したVanMoofの発送予定期間はどこで確認できますか？
New support ticket
Check ticket status
Knowledge base
VanMoof S3 & X3
General Information
13
How do I set up my VanMoof S3 or X3?
How do I charge my electric bike?
How do I take care of my battery in low temperatures?
What features does the VanMoof S3 & X3 have?
What is the difference between the S3 & X3?
See all 13 articles
Technical Information
17
How many gears do the S3 & X3 have?
What is the weight limit on the VanMoof bikes?
What are the dimensions of the VanMoof S3 & X3?
Do I need to have the app to use the bike?
Is the handlebar of the VanMoof S3 & X3 adjustable?
See all 17 articles
Troubleshooting
31
My bike is not turning on or not waking up
Error 16
Error 17
Error 19
Error 20
See all 31 articles
Accessories
5
Can I mount the VanMoof S3 front carrier on the Electrified S2?
Is the VanMoof S3 or X3 compatible with the Thule chariot or other trailers?
What are the exact measurements of the VanMoof S3 & X3 carrier?
Is there a front carrier available for the S3?
Can I install the VanMoof X3 front carrier on the Electrified X2?
The Matrix Display
0
VanMoof S3 & X3 Fender Bolt Check
6
VanMoof S3 & X3 Fender Bolt Check - What is this all about?
VanMoof S3 & X3 Fender Bolt Check - What are you doing about it?
VanMoof S3 & X3 Fender Bolt Check - Is my bike at risk?
VanMoof S3 & X3 Fender Bolt Check - How can I make sure my fender bolts are tight enough?
VanMoof S3 & X3 Fender Bolt Check - Can I have a Bike Doctor look at my bike to be sure?
See all 6 articles
VanMoof S3 & X3 Front Fork Check
7
VanMoof S3 & X3 Front Fork Check - What is this all about?
VanMoof S3 & X3 Front Fork Check - What are you doing about it?
VanMoof S3 & X3 Front Fork Check - Is my bike at risk?
VanMoof S3 & X3 Front Fork Check - What solution are you offering?
VanMoof S3 & X3 Front Fork Check - Can I check or fix this myself?
See all 7 articles
The App
General
10
How to register your VanMoof
My bike is showing the wrong parking location
How can I set or reset my backup unlock code?
How do I deregister a bike from my account?
My phone is lost or stolen. What should I do?
See all 10 articles
Region Settings
13
Region Settings - What’s new in the latest app update?
Region Settings - Why are you doing this?
Region Settings - When will this come into effect?
Region Settings - Which VanMoof bikes will be affected?
Region Settings - My VanMoof S3 or X3 will be delivered after November 17. Will I still have the choice between region settings?
See all 13 articles
Peace of Mind Services
Peace of Mind Maintenance
11
What’s included in Peace of Mind Maintenance?
What’s not included in Peace of Mind Maintenance?
Where is Peace of Mind Maintenance available?
Is battery servicing included in the Peace of Mind Maintenanc package?
Can I buy one Peace of Mind package for multiple bikes?
See all 11 articles
Peace of Mind Theft
15
What’s included in Peace of Mind Theft?
How does the Peace of Mind service work if my bike is stolen?
If you can't recover my stolen bike, which bike will you replace it with?
Can I pay for my Peace of Mind Service policy in instalments/terms?
Will you replace my accessories?
See all 15 articles
General
5
What is the difference between Peace of Mind Theft Defence and Peace of Mind Maintenance?
Can I transfer my current Peace of Mind coverage to a new bike?
What happens to my Peace of Mind coverage if I sell my bike?
Can I add Peace of Mind service after I placed my order?
Is it possible to extend Peace of Mind after the first 3 years?
Brand Stores & Test Rides
General
5
How can I get in touch?
Can I help you open a retail store?
Can I just come to the store or do I need an appointment?
Can I book a repair appointment online?
Impressum
Test Rides
15
Where can I take a test ride?
What can I expect during my test ride?
How long can I ride the bike?
What should I bring to the test ride appointment?
Will the bike be adjusted to fit me?
See all 15 articles
Repairs & Maintenance
Repairs & Maintenance
7
How can I request a mobile Bike Doctors visit?
How can I keep my bike in tip-top shape?
Where can I service my bike?
How often should I get my bike serviced?
How to install a rear carrier on your Electrified S2 & X2
See all 7 articles
Certified Workshops
15
What is a Certified Workshop?
Why is VanMoof working with Certified Workshops?
How is a Certified Workshop different from a VanMoof Brand store or Service Center?
Where are the Certified Workshops located?
Which bikes can be serviced or repaired at the Certified Workshops?
See all 15 articles
Brakes, Wheels & Tires
12
Can I mount the VanMoof S3 & X3 brakes on my S2 & X2?
What wheel sizes do VanMoof bikes use?
How to clean and adjust your Brakes.
What's the perfect tire pressure?
What type of tires does my bike have?
See all 12 articles
Saddle, Grips & Kickstand
7
Can I buy a new saddle?
Is it possible to fit another saddle?
What is the correct saddle height?
What is the maximum saddle height?
I'm getting saddle-sore, what should I do?
See all 7 articles
Frame & Fork
3
Where can I find my bike's frame number?
Will my VanMoof rust?
What accessories are available for my bike?
Chainguard, Drivetrain & gears
6
How many gears do I need?
My gears are not shifting correctly, what should I do?
Do I need to lubricate my chain?
My bike makes a creaking noise when I pedal, what's wrong?
How long will the drivetrain last?
See all 6 articles
Steering & Seating Position
1
How high should I set my handlebar, and how?
Payment, Delivery & Returns
Payments
10
Do you sell second hand, discounted, or outlet bikes?
Which payment methods does VanMoof accept?
When do I get the invoice for my order?
Why is my card being declined?
Can I get my VAT refunded?
See all 10 articles
Pay Later Option
13
Is Pay Later available in my country?
Will choosing Pay Later affect my credit score?
Can I pay earlier than when my bike ships?
What happens if I change my order?
What do I need to do for the second Pay Later payment?
See all 13 articles
Delivery
16
Where can I see the delivery date for VanMoof bikes?
My accessory was not delivered, what should I do?
What is the expected delivery date for my order?
I received the wrong product – what should I do?
Can I choose my delivery date and/or time?
See all 16 articles
Returns
8
What is your returns policy?
How can I cancel my order?
Are returns free?
I don't have the original box anymore – can I get a new one?
How to pack the VanMoof S3 & X3 using the original box
See all 8 articles
Subscription Payments
3
Can I use my UK employer’s Cycle to Work scheme to ride the VanMoof S3 & X3?
How is my VanMoof+ subscription charged?
What happens if I miss a payment for my Vanmoof+ subscription?
Referral program
23
Disclaimer
How does the referral program work?
How can I join the VanMoof Rider Referrals program?
Where can I find my referral code?
Can my referral code be used to get a discount on the VanMoof S3 & X3?
See all 23 articles
VanMoof Electrified S2 & X2
General Information
26
How to get riding on an S2 or X2
What's the difference between the VanMoof Electrified S and the VanMoof Electrified S2&X2?
What’s the difference between the Electrified S2 and the Electrified X2?
How fast can I ride the VanMoof S2 & X2?
The alarm is going off – how do I stop it?
See all 26 articles
Trouble shooting
6
How do I reset the Electrified S2 & X2
My bike is not turning on or not waking up
Error 27 - VanMoof S2 & X2
Error 29 - VanMoof S2 & X2
Error 16 & Error 1 - VanMoof S2 & X2
See all 6 articles
Older models
General Information
14
Is my bike’s battery affected by colder temperatures?
How can I unlock my bike?
How does the theft defense system work?
What can you tell me about the battery?
Will the battery be removable in the future?
See all 14 articles
Electrified S2/X2
0
Electrified S/X
12
What does the Turbo Boost button do?
How does the anti-theft tracking work?
How does the Touch Unlock feature of my 2017 Electrified S & X work?
Where is the motor of the 2017 Electrified S & X positioned?
How far can my 2017 Electrified S & X take me on one charge?
See all 12 articles
Smart S/X
15
What is included with the Smart S & X?
Why are you stopping production of non-electric bikes?
Do you have any bikes without Smart features?
Can I turn the bike’s sounds off?
Can I disarm the theft defense system if I don’t have my smartphone with me?
See all 15 articles
Accessories
General
9
Can I mount a bambooman or waitress carrier on my VanMoof?
Which child seats fit my VanMoof?
Will my integrated light still work with a front carrier?
Which rear carrier will fit my Vanmoof?
Can I give someone a lift on my rear carrier?
See all 9 articles
Warranty
General
4
What is the warranty on my VanMoof?
Is my warranty valid worldwide?
What can I do if my VanMoof gets damaged during shipping?
What should I do if there's a problem with my VanMoof within the warranty period?
VanMoof+ Subscription
General
7
Can I borrow a VanMoof bike when I travel to another city?
Will I still be able to purchase Smart Bike accessories?
What happens if my bike needs replacement parts?
What if I move to another brand store city? Can I transfer my VanMoof+ subscription?
Can I add accessories to my bike?
See all 7 articles
Service
10
What do I do if my bike needs some love?
What if my bike breaks?
Can I get my bike serviced or repaired by a different company?
Are all repairs and service included?
Will the Bike Doctors still service my bike in the future?
See all 10 articles
Cancellation
7
What if I want to stop my subscription?
Do I need to give any notice if I want to cancel my subscription?
Can I upgrade to a different bike with my subscription?
VanMoof+ is not what I expected. What if I want to cancel my subscription within the first 30 days?
What if I stop paying my monthly subscription fee?
See all 7 articles
Manuals & Videos
How to videos
7
How to attach the front wheel on the VanMoof S3 & X3
How to attach the rear wheel on the VanMoof S3 & X3
How do I install a front carrier?
How to remove the front wheel of the VanMoof S3 & X3
How to remove the rear wheel from the VanMoof S3 & X3
See all 7 articles
Manuals
2
How to hunt manual for Electrified S/S2, X/X2
How to hunt manual for Smartbikes