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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?
How to charge your e-bike and battery care
Veelgestelde vragen
Ik heb een probleem met mijn fiets
Hoe en waar kan ik een check-up of een reparatieafspraak boeken?
Je e-bike opladen en accu onderhouden
Foire aux questions
J'ai un problème avec mon vélo
Comment et où puis-je prendre rendez-vous pour une révision ou une réparation ?
Chargement de votre e-bike et entretien de la batterie
Häufg gestellte Fragen
Ich habe ein Problem mit meinem Fahrrad
Wie und wo kann ich einen Checkup- oder Reparaturtermin buchen?
Dein Bike laden und Pflege der Batterie
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？
E-バイクの充電とバッテリーのお手入れ
New support ticket
Check ticket status
Knowledge base
VanMoof S5 & A5
General
16
Where will the VanMoof S5 & A5 be available?
Can I attach my phone to the VanMoof S5 & A5?
How long will delivery of the S5 & A5 take?
What's the difference between the Series 5 and 3 models
What is the difference between this bike and the VanMoof V?
See all 16 articles
Get to know your bike
6
How to assemble your S5 & A5
Registering your S5 & A5
Locking and unlocking your S5 & A5
Gears on your S5 & A5
Halo Rings and buttons on your S5 & A5
See all 6 articles
Troubleshooting
6
Troubleshooting your VanMoof S5 & A5
Wake-up and unlock not working on my S5 & A5
S5 & A5: No motor support
S5 & A5: Not shifting or stuck in 1 gear
S5 & A5: Kicklock not working
See all 6 articles
Accessoires
0
VanMoof S3 & X3
General Information
11
How do I assemble my VanMoof S3 or X3?
What features does the VanMoof S3 & X3 have?
What is the difference between the S3 & X3?
What are the bike's specifications?
Is it possible to order the VanMoof S3 & X3 via FiscFree/Nationale Fietsprojecten (NFP)?
See all 11 articles
Technical Information
18
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 18 articles
Troubleshooting
28
My bike is not turning on or not waking up
Error 16
Error 17
Error 19
Error 20
See all 28 articles
Accessories
4
Can I mount the VanMoof S3 front carrier on the Electrified S2?
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?
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 S3 & X3 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
10
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 10 articles
The VanMoof App
Apple's Find My network
10
What does Apple’s Find My network technology do?
How do I connect my bike with the Apple Find My network?
What devices support Apple Find My?
How can I remove my bike from the Find My network?
How can I temporarily disable the Find My tracking?
See all 10 articles
General
14
How to register your VanMoof
Region Setting update
How do I change the sound of the bell on the VanMoof S3 & X3?
My bike is showing the wrong parking location
How can I set or reset my backup unlock code?
See all 14 articles
Peace of Mind Services
Peace of Mind Maintenance
12
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 12 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
6
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?
Can I buy this for my other VanMoof bike?
Can I transfer my current Peace of Mind coverage to a new bike?
See all 6 articles
Locations & Test Rides
General
4
Can I help you open a retail store?
How can I book a service or repair?
Impressum
Why can I not contact VanMoof by phone?
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
5
What is a Service Hub?
Where are Service hubs located?
What makes a Service Hub different from a Brand Store?
Can I book a test ride at a Service Hub?
Can my bike be serviced at the Service Hub?
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
11
Bike maintenance
How to charge your e-bike and battery care
How and where can I book a checkup or repair appointment?
How long will my repair take?
How can I cancel or reschedule my repair?
See all 11 articles
Brakes, Wheels & Tires
12
How to clean and adjust your brakes to avoid squeaking
Can I mount the VanMoof S3 & X3 brakes on my S2 & X2?
What wheel sizes do VanMoof bikes use?
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
Purchases & payments
17
What is the warranty on my VanMoof?
Do you sell second hand, discounted, or outlet bikes?
Which payment methods does VanMoof accept?
What can I do if my VanMoof gets damaged during shipping?
How can I cancel my order?
See all 17 articles
Referral program
4
How does the referral program work?
Using and sharing your referral code
Referral code credits & vouchers
Referral code cancellations and expiry
Payment Plan for Germany
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
4
When will the production of the VanMoof V start?
How fast will the VanMoof V go?
Can I test ride the VanMoof V?
Will the VanMoof V be available for delivery globally?
Delivery & Returns
Delivery
11
Everything you need to know about shipping
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?
Is shipping included in the price?
See all 11 articles
Returns
10
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 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 VanMoof S2 or X2 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
Manuals & Videos
VanMoof S5 & A5
2
How to replace the S5 & A5 saddle
How to assemble the A5 Heavy Duty Rear Rack
Manuals & Videos
3
How to hunt manual for Smartbikes
How to fix a flat tire
How to assemble your VanMoof
VanMoof S3 & X3
8
How to attach the front wheel on the VanMoof S3 & X3
How do I install a S3 or X3 front carrier?
How to attach the rear wheel on the VanMoof S3 & X3
How to remove the rear wheel from the VanMoof S3 & X3
How to remove the front wheel of the VanMoof S3 & X3
See all 8 articles
VanMoof S2 & X2
3
How to hunt manual for Electrified S/S2, X/X2
How to Re-Box your Electrified S2 or X2
3 Ways to unlock your VanMoof S2 or X2.