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Frequently asked questions
Where can I see the expected delivery date of my VanMoof?
My accessory was not delivered, what now?
Why are your deliveries delayed?
Veelgestelde vragen
Waar kan ik de verwachte leverdatum zien van mijn VanMoof?
Mijn accessoire is niet geleverd, wat nu?
Waarom zijn er leveringen vertraagd?
Foire aux questions
Où puis-je trouver la date de livraison de mon vélo sur mon espace Mon Vanmoof ?
Mon accessoire n'a pas été livré, que se passe-t-il maintenant ?
Pourquoi les livraisons ont-elles du retard ?
Häufg gestellte Fragen
Wo kann ich mein zu erwartendes Lieferdatum für mein VanMoof sehen?
Mein Zubehör ist noch nicht geliefert, was nun?
Warum sind eure Lieferungen verzögert?
よくあるご質問
My VanMoof上のどこで予想の配送予定日を確認ができますか？
アクセサリーが届いていません。どうすればいいですか？
なぜ配送が遅延したのですか？
New support ticket
Check ticket status
Knowledge base
VanMoof S3 & X3
General Information
8
How to unbox my new bike?
What features does the new VanMoof S3 & X3 have?
What is the difference between the S3 & X3?
What are the bike's specifications?
Is it possible to lease the VanMoof S3 & X3?
See all 8 articles
Technical Information
16
How many gears do the S3 & X3 have?
What is the weight limit on the VanMoof bikes?
What are the exact measurements 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 16 articles
Trouble shooting
14
Error 17
Error 19
Error 20
Error 21
Error 40
See all 14 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
Our Bikes
General Information
16
Is my bike’s battery affected by colder temperatures?
How do I charge my bike?
How can I unlock my bike?
How do I report my bike stolen?
How does the theft defense system work?
See all 16 articles
Electrified S2/X2
23
How to get riding on an S2 or X2
What's the difference between the S and the S2/X2?
What is the top speed of the Electrified S2 & X2?
The alarm is going off – how do I stop it?
Can I get extra theft protection for my Electrified S2 & X2 with the VanMoof Peace of Mind service?
See all 23 articles
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
Peace of Mind Services
Peace of Mind Theft
14
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 14 articles
Peace of Mind Maintenance
12
What’s included in Peace of Mind Maintenance?
What’s not included?
Where is Peace of Mind: Maintenance available?
Where is this coverage valid?
Is battery servicing included in the Peace of Mind Maintenanc package?
See all 12 articles
General
2
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?
The App
General
8
How to register your VanMoof
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?
If someone steals my bike, can they download the app and then use the bike?
See all 8 articles
Brand Stores & Test Rides
General
4
How can I get in touch?
Will you add other retail locations?
Can I help you open a retail store?
Impressum
Test Rides
8
Where can I take a test ride?
What can I expect during my test ride?
How long will my test ride be?
Do I need to bring anything to the test ride?
Will the bike be adjusted to fit me?
See all 8 articles
Payment, delivery & Returns
Payments
8
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?
What payment gateway do you use?
See all 8 articles
Pay Later Option
17
How does Pay Later option work?
Are there any extra costs?
Can I also pay for accessories and Peace of Mind later?
Can I pay in installments?
Is Pay Later available in my country?
See all 17 articles
Delivery
15
Where can I see the expected delivery date of my VanMoof?
My accessory was not delivered, what now?
What is my expected delivery date?
I received the wrong product – what should I do?
Can I choose my delivery date and/or time?
See all 15 articles
Returns
6
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?
Where do I send my return to?
See all 6 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?
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?
Repairs & Maintenance
General
7
My battery or motor isn't working properly – what should I do?
How often should I get my bike serviced?
I don't live near a VanMoof Brand Store. Where can I service my bike?
How to install a rear carrier on your Electrified S2 & X2
Can I borrow a bike while my VanMoof is being serviced?
See all 7 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?
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
Manuals
2
How to hunt manual for Electrified S/S2, X/X2
How to hunt manual for Smartbikes
How to videos
7
How to attach the front wheel on the VanMoof S3 & VanMoof 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 of the S3/X3
See all 7 articles