Lost, stolen or damaged
Assistance in case of loss, theft or damage of your bicycle, access card or key
Bicycle stolen / damaged
Guarded bicycle storage
Has your bicycle been stolen from a guarded bicycle storage facility? Report this to the bicycle storage facility's attendant as quickly as possible. He or she will provide you with further assistance.
Lost access card or key
Bicycle locker
If your key is lost or stolen, you can report it to Customer Service using this form.
When you report a lost key, you will receive a letter asking you to pay a deposit of € 50 to cover the costs of replacing the lock. Your old deposit will be forfeit. Once the lock has been replaced, we will send you the new key to your locker.
Damaged access card or key
Bicycle locker
If the key to your bicycle locker has been damaged and no longer opens your locker, you can report it to Customer Service using this form.
When you report a damaged key, you will receive a letter asking you to pay a deposit of € 50 to cover the costs of replacing the lock. Your old deposit will be forfeit. Once the lock has been replaced, we will send you the new key to your locker.