My lock won’t open or I lost it

If you have lost your lock:

• Submit a repair request through your app so that a technician can bring you a new one as soon as possible, or have a new one sent to you by mail

• You will need to keep your bike secure in the meantime and not leave it on the street without a lock

• You can also indicate your availability in the comments, or where to leave the new lock (e.g., locked on a barrier)

If your lock won’t open:

• First try opening it with codes close to the old one, in case you accidentally changed the code. You can try codes by changing the last digit, for example.
  Be careful that the chain is not under tension.

• If this still doesn’t work, submit a repair request via your app:

  • If the lock is stuck on the bike, we can exceptionally authorize an intervention at a private location (e.g., your bike is stuck in a courtyard)

  • If the lock is not on the bike: submit the repair request and note this in the comments. You will need to keep your bike secure in the meantime and do not leave it in the street without a lock!
    You can also indicate your availability in the comments, or where to leave the new lock (e.g., locked on a barrier)