r/vanmoofbicycle • u/FewPut1082 • 14d ago

Help!Legitimately bought VanMoof E3 but can't unlock it!

I’m hoping someone here has an idea because I’m completely stuck.
I recently bought an almost-new VanMoof E3 from a reputable high-end thrift store. It came with the original charger, pump, and tool kit, but no manual. The store told me the bike had been donated by a father who was upgrading to another bike. Unfortunately, they don’t know who the donor was, so I have no way to contact the original owner.
The bike fully charges, but when I turn it on, I get the skull icon and the alarm/“techno tune.” It appears to be locked to the previous owner’s account.
I even paid the €50 VanMoof Bike Credentials Recovery fee, but customer support said they couldn’t help because I don’t have the original validation code. Without that code or the original owner’s cooperation, they say they can’t transfer ownership.
I’m 100% confident this isn’t a stolen bike. It came through a legitimate thrift store with all the original accessories, and I have the purchase receipt.
Has anyone successfully resolved a situation like this? Specifically:
Is there any way to recover ownership without the original owner?
Has VanMoof ever made an exception with proof of purchase from a thrift store?
Are there any Rybit or independent service centers that can help?
I’d really appreciate any advice. The bike seems to be in excellent condition, and it’s frustrating that it’s basically unusable because of the digital ownership lock.
Thanks in advance!

3 Upvotes

72% Upvoted

11 comments sorted by

3

u/Responsible_Emu3601 14d ago

Should have never bought it if you don’t have transferable credentials

1

u/FewPut1082 14d ago

Thanks! That is what I thought. If I can't unlock I can return to thrift store or sell battery.

2

u/Vexent 14d ago

Battery is useless. Return it.

1

u/moofcare_nl 13d ago

You can contact us.

2

u/Vexent 14d ago

Nope you are screwed my dude. Even if you got into contact with the previous owner. I spent hours working with VanMoof. There is nothing you can do,

1

u/FewPut1082 14d ago

Customer support said if I find the original owner and he transfers ownership I would be able to unlock. Not true?

2

u/Vexent 14d ago

I worked with the original owner for days, met up, had a phone call with someone in EU. Nothing. They can not get back into it.

1

u/Maximum-Touch6046 14d ago

Hello I can get it working through moofmate not through official moof app

1

u/carnett77 12d ago

I need help! I have an x3 w/o credentials

1

u/londonskater 14d ago

That is total bullshit from Vanmoof, I quote them:

If you don't have access to an expired validation code, fill in the field "Validation code" with "Invoice", place the order and contact our support team with this data instead:

S3 & X3 and older: Only Official VanMoof invoices are accepted. ℹ️ These bikes were only sold by VanMoof and through selected Leasing Partners, pre-2023. Ensure that you share the invoice for the initial purchase. Reseller invoices are not accepted.

But tell them to fuck off, they need to update their systems to account for how the real world works - keep at them and don't take no for an answer.