Lost one or two bicycle keys or your lock or are they damaged? That's a bummer, but we'll get you back on track soon.
Follow this simple step-by-step plan to report your loss:
Option 1. One bicycle key lost
Step 1. Make an online declaration to the police
Make an online declaration via Police on Web (under 'Non-urgent declarations').
Be sure to include the identification number of your key.
You will receive a 'Declaration of Loss' which you then send to o2o.
Step 2: Make a duplicate
Get a duplicate made as soon as possible from the manufacturer or bicycle repair shop using your lock code. Always take the engraved version of the duplicate.
Step 3: Send it to o2o
Complete this form with the appropriate details and documents.
Option 2. Security lock and/or both bicycle keys lost
Step 1: Make an online declaration to the police
Make an online declaration via Police on Web (under 'Non-urgent declarations').
Be sure to include the identification number of your key/lock.
You will receive a 'Declaration of Loss' which you then send to o2o.
Step 2: Buy a new security lock
Buy a new Security Lock. See the definition of security lock in the definition list of the Service conditions of the Bicycle Care Theft to know what features this security lock must have.
Step 3: Send it to o2o
Complete this form with the appropriate details and documents.
Tip: You can also use your maintenance budget to purchase a new lock and matching keys. Please inform us if you pay via your maintenance budget when replacing the lock, so that it is correctly recorded in your file.
Option 3. Bicycle key(s) or security lock broken
Step 1: Is only one key broken and can the lock still be used?
Have a duplicate made quickly at the manufacturer or bicycle repair shop.
Use the lock code in o2o Biker (under Your bicycle - Your bicycle features).
Step 2: Is the bicycle lock broken and unusable?
Buy a new Security Lock. See the definition of security lock in the definition list of the Service conditions of the Bicycle Care Theft to know what features this security lock must have.
Step 3: Send it to o2o
Complete this form with the appropriate details and documents.
Tip: You can also use your maintenance budget to purchase a new lock and matching keys. Please inform us if you pay via your maintenance budget when replacing the lock, so that it is correctly recorded in your file.
Do you still have some questions?
If so, feel free to contact our helpdesk. We will be glad to help you further.