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Frequently asked questions
I have a problem with my bike
How and where can I book a checkup or repair appointment?
What is the expected delivery date for my order?
Veelgestelde vragen
Ik heb een probleem met mijn fiets
Hoe en waar kan ik een check-up of een reparatieafspraak boeken?
Wat is de verwachte leverdatum van mijn bestelling?
Foire aux questions
J'ai un problème avec mon vélo
Comment et où puis-je prendre rendez-vous pour une révision ou une réparation ?
Quelle est ma date de livraison prévue?
Häufg gestellte Fragen
Ich habe ein Problem mit meinem Fahrrad
Wie und wo kann ich einen Checkup- oder Reparaturtermin buchen?
Was ist der voraussichtliche Liefertermin für meine Bestellung?
よくあるご質問
VanMoof本体に不具合がある
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
Apple's Find My network
11
What does Apple’s Find My network technology do?
How do I connect my bike with the Apple Find My network?
Does my VanMoof bike work with Apple’s Find My network?
What devices support Apple Find My?
How can I remove my bike from the Find My network?
See all 11 articles
General Information
16
How do I set up my VanMoof S3 or X3?
How to charge your e-bike and battery care
How do I take care of my battery?
What features does the VanMoof S3 & X3 have?
What is the difference between the S3 & X3?
See all 16 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
29
My bike is not turning on or not waking up
Error 16
Error 17
Error 19
Error 20
See all 29 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 Front Fork Check
4
VanMoof S3 front fork check
What if I don’t own this bike anymore?
What if I don’t live near a VanMoof service location?
Is it safe to ride my bike?
Accessories
VanMoof PowerBank
20
What is the VanMoof PowerBank?
Where is the PowerBank available?
How do I install the PowerBank on my bike?
How do I use the PowerBank?
Which VanMoof bikes can use the PowerBank?
See all 20 articles
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
The VanMoof 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?
My phone is lost or stolen. What should I do?
If someone steals my bike, can they download the app and then use the bike?
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
VanMoof S3 & X3 App features
4
How do I change the sound of the bell on the VanMoof S3 & X3?
Is my phone compatible with the VanMoof S3 and X3?
Can multiple users share the same VanMoof bike?
Bike sharing
Peace of Mind Services
Peace of Mind Maintenance
15
What’s included in Peace of Mind Maintenance?
Where is Peace of Mind Maintenance available?
What’s not included in Peace of Mind Maintenance?
What wear and tear is covered?
Is battery servicing included in the Peace of Mind Maintenance package?
See all 15 articles
Peace of Mind Theft
16
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 16 articles
General
4
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?
Locations & Test Rides
General
4
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?
Impressum
Certified Workshops
15
What is a Certified Workshop?
How can I book an appointment at 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?
See all 15 articles
Service Hubs
6
What is a Service Hub?
Where are Service hubs located?
What makes a Service Hub different from a Brand Store?
How can I book an appointment at a Service Hub?
Can I book a test ride at a Service Hub?
See all 6 articles
Test Rides
14
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 14 articles
Repairs & Maintenance
Repairs & Maintenance
10
How and where can I book a checkup or repair appointment?
How can I request a mobile Bike Doctors visit?
How can I keep my bike in tip-top shape?
How often should I get my bike serviced?
How to install a rear carrier on your Electrified S2 & X2
See all 10 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 do I clean and adjust my 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
7
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 7 articles
Steering & Seating Position
1
How high should I set my handlebar, and how?
Purchase
Payments
10
Do you sell second hand, discounted, or outlet bikes?
Which payment methods does VanMoof accept?
How can I cancel my order?
When do I get the invoice for my order?
Why is my card being declined?
See all 10 articles
Referral program
22
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?
How can I use the referral code I received?
See all 22 articles
Payment Plan for Germany and the US
17
What are Payment Plans?
What’s included in the Payment Plan?
Where are Payment Plans available?
I’m located in a city where you don’t offer Peace of Mind Maintenance. Can I still use the Payment Plan?
Can I buy multiple bikes in one plan?
See all 17 articles
Subscriptions for the Netherlands
19
What is a subscription?
How can I place a Subscriptions order?
What is included in the subscription?
What is damage insurance and how does it work?
Where are subscription available?
See all 19 articles
Utrecht Service Hub outlet sale
4
Do you sell second hand, discounted, or outlet bikes?
What condition will my bike be in?
Do these bikes work with Apple’s Find My network?
Is the VanMoof X3 also available?
JobRad
15
How do I place an order via JobRad?
What is the delivery date of my JobRad order?
Can I place an order in the Berlin Brand Store?
Is the Peace of Mind service covered by Jobrad?
Can I include accessories in my JobRad order?
See all 15 articles
VanMoof V
12
When will the bike be available?
Will you keep me updated during the process?
What if I change my mind?
What will the bike look like?
How fast will the VanMoof V go?
See all 12 articles
Delivery & Returns
Delivery
15
Where can I see the delivery date for a bike or accessory?
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 15 articles
Returns
8
How can I return 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
Return instructions
See all 8 articles
24hr Delivery Campaign
10
When and how will I pay for my 24hr pick-up order?
Do I need to pay to book a 24hr pick-up appointment?
Can I order and pick up accessories in-store?
Will the bike I pick up be in a box or pre-assembled?
Can I get 24hr delivery?
See all 10 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
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?
Manuals & Videos
How to videos
10
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 10 articles
Manuals
2
How to hunt manual for Electrified S/S2, X/X2
How to hunt manual for Smartbikes