IMPORTANT Please only use this option if you are unable to report the issue through our CYCLE App or Fleet Management WebApp. Keep in mind that requests through this channel may take longer to process.

Use this category for:

• Reporting problems with bikes, batteries, or other equipment (e.g., “The battery doesn’t charge”).
• Requesting new products or replacements (e.g., “I need a new bike for a courier in Berlin”).
• Scheduling maintenance or repairs (e.g., “Please give me an appointment to receive bike service”).

IMPORTANT Use this category for:

• Questions or problems related to invoices, payments, or charges (e.g., “I was charged the wrong amount this month”).
• Issues with subscriptions, such as upgrades or changes (e.g., “Can I switch to a different subscription plan?”).
• Requesting invoices or payment records (e.g., “Could you please provide the breakdown of my payments?”).

IMPORTANT Use this category only if you are a customer in Germany.

Required information:

• Personal and contract details.
• Bike & battery IDs.
• Type of termination (e.g., “Please terminate my contract since after 5 days I am not feeling comfortable with the product”).
• Intended subscription end date (e.g., “I want to cancel my subscription by March 31”).

IMPORTANT Use this category for:

• Notifying us about accidents or safety concerns (e.g., “A CYCLE bike was involved in an accident” or “I experienced a thermal event with my battery ID: BAXXXX”).
• To report a theft, please use this form.

Important notes for Thermal Event cases:

• This notification is for informational purposes only. CYCLE is not liable for damages caused to rented assets or third parties. Such incidents must be reported directly to your own insurance company.
• Once you submit this notification, we will inform you of the next steps. This may include receiving a replacement.

IMPORTANT Use this category for:

• Questions or requests that don’t fit into the other categories.
• Admin-related topics like account setup or general guidance (e.g., “Can you share the latest user manual?” or “I have a question about your service areas”).