How to get help
There are four places you might go, depending on what you need:
The portal at account.friiway.com — for anything you can take care of yourself
Your local Friiway shop — for anything hands-on with the bike
Friiway — for your subscription, and for anything you're not sure about
Better World Club — for roadside assistance when you're stuck mid-ride, included in your subscription
There's no wrong door. If you ask us something your shop handles, we'll point you there. If you ask your shop something we handle, they'll loop us in.
The portal — account.friiway.com
Every Friiway rider has one, whoever manages your subscription. It's the fastest path for:
Viewing your subscription
Checking billing history and downloading receipts
Updating your payment method
Editing your contact details
Submitting a return request
The portal routes things for you. When you submit a return request, for example, we'll take it from there and confirm how your bike comes back.
Roadside assistance
If you have a mechanical problem or a flat while riding and can't safely get home, call Better World Club. Your subscription includes two roadside assistance calls per year.
The phone number and full details are in 24/7 Roadside Assistance. Worth saving the number in your phone now, rather than looking for it at the roadside. You can also ask the chatbot on Friiway.com.
Reaching Friiway
Channel | When to use it |
Email — [email protected] | Anything that isn't urgent |
Chat on friiway.com | Quick questions |
Who to contact for what
If your local shop manages your subscription
Your shop is your first call for nearly everything:
Service appointments — tune-ups, repairs, brake adjustments
Tire pressure and quick mechanical questions
Test rides, fittings, and picking up your bike
Dropping your bike off for a return or swap
Accessory purchases and installation
Subscription changes — cancel, swap, pause, buy out
Billing questions
Come to Friiway if you can't reach your shop, or if something needs escalating beyond them.
If Friiway manages your subscription
Split it by whether it touches the bike physically:
Friiway — your subscription, billing, swaps, returns, cancellations, buyouts, and anything you're unsure about
Your local partner shop — service, fittings, test rides, picking up and dropping off your bike, accessory purchases
In the San Francisco Bay Area, that partner is The New Wheel — see Friiway in the San Francisco Bay Area.
Not sure which of these applies to you? See Friiway and Your Local Shop — Who Does What.
Riding through an employer program?
Some programs work a little differently — where you go for routine service, or how your bike is delivered and collected. Check your program's article in this Help Center for what applies to you.
Questions about eligibility, enrollment, or leaving your employer go to your employer's program team rather than Friiway.
Still not sure?
Come to us. We'd rather route your question than have you spend time working out who to ask.