Did you lose your key or is it broken? No worries, we'll help you get a replacement sent straight to your home address so you can get back on the road as quickly as possible!
Step-by-step: Order a new key in the app
To order your new key, open the Swapfiets app and follow these steps:
- Tap "I need help" on your dashboard.
- Select "My key(s) are lost".
- Take and upload a clear photo of your bike's frame number. Please make sure the photo clearly displays the engraved numbers on your bike frame to show us you still have the bike safely with you.
Once you submit your request, we will ship the new key to your registered home address as quickly as possible!
What to do if your key is stuck or broken in the lock
🔒 Is your key stuck inside the lock? If you cannot remove your key or lock your bike, please do the following:
- Inside our service area: First, secure your bike by parking and locking it in the safest spot possible. Next, open the app and search for "There's something wrong with my bike", then select "Other issue". Finally, book an on-location appointment so we can come exchange your bike.
- Outside our service area: Please contact our customer support team directly so we can find a solution for you right away.
Replacement key fees
Read our guide on subscription surcharges to see the current cost for a replacement key.