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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's new chapter
Blog
1
VanMoof’s new chapter: Our vision for the brand
FAQ
1
Update about VanMoof’s new chapter
The VanMoof App
Ownership & Validation
4
How can I change the owner of my VanMoof?
I did not receive a validation code from the previous owner. What now?
Request Validation Code
I bought a VanMoof from a local reseller, but can't validate in the app. What now?
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
iOS: Tips to connect with your bike
Android: Tips to connect with your bike
How to register your VanMoof
Firmware and firmware-updates
How can I set or reset my backup unlock code?
See all 14 articles
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
5
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
Troubleshooting
7
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: Broken handlebar button
See all 7 articles
Accessoires
0
VanMoof S4 & X4
VanMoof S4 & X4
12
Can I still buy the VanMoof S3 & X3?
Can I trade-in my VanMoof S3 or X3 for a VanMoof S4 or X4?
Can I use VanMoof S3 & X3 accessories on the VanMoof S4 & X4?
Can the VanMoof S4 & X4 be leased through my employer?
How do the VanMoof S4 & X4 and VanMoof S5 & A5 bikes compare?
See all 12 articles
VanMoof S4 & X4 Manuals
4
S4 Front Carrier Assembly Manual
S4 & X4 Rear Carrier Assembly Manual
Front basket for X3 and X4 - Assembly manual
S4 & X4 PowerBank
VanMoof S3 & X3
General Information
18
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 18 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
34
My bike is not turning on or not waking up
Error 16
Error 17
Error 19
Error 20
See all 34 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
Repairs & Maintenance
Repairs & Maintenance
13
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 13 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?
Maintenance Packages
13
Can I add the Maintenance Packages to all VanMoof models?
Can I refuse certain repairs within the package?
How often does my bike need maintenance?
I have Peace of Mind Maintenance - do I still need a Maintenance Package?
I picked a Maintenance Package but don't want it anymore - Can I get a refund?
See all 13 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
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.