The bike is missing. What now?

Are you unable to find your bike? Here’s what might have happened and what you can do to solve it.

The bike has been moved.

Many bikes that are reported as missing are eventually found within a 300 metre radius. We recommend having a good look around your neighbourhood before reporting your bike missing.

The bike has been taken by the municipality.

Your bike might have been taken to the bike depot. The municipality can remove bikes for maintenance on the bike station (announced on a sign), bikes that are parked incorrectly or left unused for an extended period. Contact your local bike depot to check if your bike is in one of the depots. To release your bike from the depot, you need the frame number of the bike which you can find via our app or on identity.swapfiets.com. Keep in mind that the depot charges costs for the towing service and the stay in the depot.

If you're unable to pick up the bike yourself, please contact our customer service so we arrange the pick up of your bike. We charge €40 for this service, apart from this we charge you the depot costs (towing service + stay at depot).

The bike has been stolen.

If your bike is missing and you suspect that the bike might have been removed by the municipality, we recommend you to first check the depot to avoid unnecessary additional charges. If your bike hasn’t been moved or picked up by the municipality, it has likely been stolen. Plan an appointment in our app to get a replacement as soon as possible. We’ll also fill out a police report together during this appointment.

We charge a deductible for stolen bikes. The exact amount differs per situation. For example, if the bike was double locked, or if the battery is still in your possession. You can find a complete overview of the charges in our Terms & Conditions. The surcharge will be added to your next monthly invoice.

The bike is missing and I want to end my subscription

In case you decide you don't need the product anymore, we still ask you to make an appointment.

  • In case your bike is at the municipality you can hand in the key with us in the store, and we will make sure your subscription is ended.
  • In case your bike is stolen we need to fill out the police report before we can end your subscription.

In both cases, make sure to take the 1 month cancellation period into account.

If you don’t have the Swapfiets app yet, download it now!

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