Tips to connect to your bike

If you experience any issues when connecting to your VanMoof, try the following steps.

I was connected to the bike before

Please follow these steps to troubleshoot your connectivity: 

  1. Make sure that you are logged in with the right VanMoof account. 
    • Check if your bike shows up in the VanMoof app > Garage. If you see your bike there, go to step 2. 
    • If the bike is not there, please check if you are logged in with the right VanMoof account by clicking the profile icon. If it's the wrong email address, scroll down and log out. You can log in with the right account in the VanMoof app now. 
  2. Make sure there’s no other devices trying to connect to the bike. Are there any tablets, other phones or people you’ve shared the bike with nearby?
  3. Are there any other apps trying to connect to the bike on your phone? 3rd Party apps prevent the VanMoof app from connecting to your bike.
  4. If you have multiple bikes, did you select the right bike in the ‘Garage’? The VanMoof app can only connect to one bike at a time.
  5. Make sure the VanMoof app is up-to date. Go to the App Store/PlayStore and check for updates.
  6. Make sure you’re connected to the internet. Although you can connect to the bike without internet, sometimes internet is needed to refresh your digital keys.
  7. Toggle Bluetooth on and off on your phone. Not from the control center, but from the Bluetooth settings page.
  8. Force close the VanMoof app and open it again.
  9. If you have an Apple watch, disconnect it temporarily (put the watch in flight mode).
  10. Disconnect any other Bluetooth devices.
  11. Restart your phone.
  12. Reset the bike by holding the power button on the bottom of the top tube for 15 seconds.
  13. S5 & A5 model only: Go to your Bluetooth settings and remove the ‘VANMOOF’ device. Your phone will ask to pair with the bike again after a little while.
  14. Try to connect to the bike with a different device.

 

This is the first time connecting to the bike

If this is a new bike to you, please register the bike first.

  1. Do you see the bike in the VanMoof app ‘Garage’? If not, you might be logged in with the wrong account, or you first need to register the bike in the app.
  2. Make sure you’re connected to the internet. The bike needs to retrieve the digital keys from the internet before it can connect.

 

Still having connectivity problems?

Make sure your bike is responsive, by following these steps:

  1. Does the bike respond to any button press? It should either play a sound, the lights should turn on, the Halo ring should turn on or the Matrix display should react.
  2. If not, make sure the bike is charged. When the battery is fully empty, it can take at least 30 minutes for the bike to turn on again.
  3. The bike could have entered deep sleep mode because of low or high temperatures. Make sure the temperature is between 5 °C – 30 °C and press the power button (bottom of the top tube) for at least 8 seconds to reset the bike. 
  4. Make sure you’re within about 3 m of your bike. The signal strength can vary depending on your phone model and other conditions.

If the above still results in connectivity problems, please make an appointment at one of our partners to have your bike serviced. 

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