You can report your bike missing and schedule an appointment for a new one via the Swapfiets app.
Your bike has gone from where you left it. Don’t panic. If you can’t find it, we’ll help you get a replacement one.
First steps: check the municipality
First check the neighbourhood or municipality (This only applies to the Netherlands, Belgium, Denmark, England and Spain) Sometimes bikes that are not parked correctly in certain areas will be taken away to the bicycle depot. If this is the case, then contact whoever is responsible for the area you left your bike in. They’ll let you know where your bike is and how you can get it back. In most of the cases, we will also inform you that your Swapfiets is located at the bicycle depot by email. We will then give you the option to collect the bike yourself at the depot or collect the bike from the Swapfiets store, although this entails extra costs.
At the depot, you will be asked to pay a surcharge to get your bike back. You will be able to find these costs at the website of the municipality. In case Swapfiets collected the bike from the depot, you will be asked to pay a surcharge that will be deducted from your next payment. Our colleagues at the store or our customer support will be able to give you the details about the surcharge.
Note: If you are located in Amsterdam, please have a look at this article to receive more information on parking your bike and depot surcharges. In Amsterdam you can't pick up your bike from the depot yourself.
For Utrecht, please have a look at this article.
Reporting you bike missing
If you can’t locate your bike, you can report it missing via the app. Just tap I need help, then lost bike and follow the steps on screen. You can arrange an appointment to get set up on a new bike.
Depending on how your bike was lost, you may be asked to pay a surcharge. Find out more about that here.
We aim to keep your appointment under 10 minutes, so you can get back in the saddle and on the road.