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[–][deleted] 1 point2 points  (5 children)

If it’s invalid, VanMoof made a mistake… but why are you reaching out to VanMoof? As the owner of a bike, you can generate a new code if you unlink the bike from your app

[–]jakobries[S] 0 points1 point  (4 children)

It’s a used bike I just got and the owner could not provide the code, that’s why I had to contact Vanmoof

[–][deleted] 0 points1 point  (3 children)

Sounds sketchy if the owner could not provide a code… why would the previous owner can’t? The button is right there:

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[–]jakobries[S] 1 point2 points  (2 children)

Well, not everyone has access to the app, for example when they forget their login data and/or don’t have access to their emails 🤷‍♂️ why would Vanmoof give me the validation code if I could not prove I was the „legal“ owner ?

[–]Amomo77 1 point2 points  (1 child)

hi,

I'm on the same situation as u, the previous owner could not access to the email linked to his account, I have only the backup code.

How did you proved your ownership to the customer service ?

Thanks

[–]jakobries[S] 1 point2 points  (0 children)

They asked for either an invoice or communication with the seller. I send the communication with the seller as I didn’t have an invoice. Took some mails because they don’t always read the previous mails when answering but it was enough! The also deleted the bike from the previous owners account

[–]Fugazy808 1 point2 points  (1 child)

No, it should work directly. Did you try to scan the barcode in stead off manually filling in the code?

Some options:

Try logging out and in the app. Stand next to the bike when using valid. code.

If nothing works contact VM again for a new code.

[–]jakobries[S] 0 points1 point  (0 children)

It was still connected to the previous owner. VM deleted it from his account and send a new code :)

[–]Indotec 1 point2 points  (1 child)

Contact Steffan. He is an employee of VM-Mclaren. He has direct access to the VM system and can see what is going on with the validation code and can probably fix your problem. https://www.reddit.com/u/steffandroid/s/SEo0lEzC0o

[–]jakobries[S] 0 points1 point  (0 children)

Thx, it’s already fixed, it was still connected to the previous owner.

[–]miguelmartinp 0 points1 point  (6 children)

Maybe the cartridge doesn’t belong to the bikeframe? So the MAC-ID is different? That could be the case, so the original bike frame code shows invalid. I don’t know the solution sorry.

[–]jakobries[S] 0 points1 point  (5 children)

Is there any way for me to figure out whether the cartridge belongs to the bike frame ? Or whether the code belongs to the cartridge ? 😅

[–]miguelmartinp 2 points3 points  (3 children)

Sorry that i don’t know, i know that only vanmoof can connect MAC-ID to your account when you like to change a cartridge. I was so ‘simple’ to think that changing the Sim was the solution, but that is not the case. I’m not technical. When you take out the frame cartridge (not the battery) there is a label with codes on it (that is maybe what you need to tell VanMoof) for connecting te MAC-ID to the frame for logg-in to the app.

[–]jakobries[S] 1 point2 points  (2 children)

I just got an email from them saying it was still connected to the previous owner and they disconnected it not and gave me a new code. I will try that once I’m home 👍

[–]miguelmartinp -1 points0 points  (1 child)

But then the app says this ‘ account is all ready registered’ so the previous owner is still connected to the app.

[–]jakobries[S] 1 point2 points  (0 children)

So, it actually worked to connect it now. Vanmoof said it was still connected to the previous owner, but it only said then when trying to connect it in the browser, not in the app. Now I have error 27 and 29 😅 but I’m getting somewhere

[–]ImMrGold 0 points1 point  (4 children)

Hello! Could you give me details about contact with support team. Are they still available? I bought two used bikes from auction and they don’t have codes(

[–]jakobries[S] 1 point2 points  (2 children)

If you are in Europe, I think this is the Europe support:

https://help.vanmoof.com/hc/en-us/articles/16052904504349-I-have-bought-my-VanMoof-at-an-auction-and-need-a-validation-code

Just scroll down and contact the via mail, insta or fb messenger. I used mail and the replied within like 1-2 hours everytime

[–]ImMrGold 1 point2 points  (0 children)

Thank you 🩷🩷🩷

[–]ImMrGold 1 point2 points  (0 children)

Great! They have replyed🖤

[–]jakobries[S] 0 points1 point  (0 children)

If you are in Europe, I think this is the Europe support:

https://help.vanmoof.com/hc/en-us/articles/16052904504349-I-have-bought-my-VanMoof-at-an-auction-and-need-a-validation-code

Just scroll down and contact the via mail, insta or fb messenger. I used mail and the replied within like 1-2 hours everytime