The short version
Friiway is how local bike shops offer e-bike subscriptions. Depending on where you are and how you signed up, your subscription is looked after in one of two ways:
Your local shop manages it. They're your first call for everything.
Friiway manages it. We handle your subscription, and a local partner shop handles anything hands-on.
Your portal — account.friiway.com
The fastest path for anything you can do yourself:
Action | Where |
View your subscription | account.friiway.com |
Check billing history and receipts | account.friiway.com |
Update your payment method | account.friiway.com |
Edit your contact details | account.friiway.com |
Submit a return request | account.friiway.com |
Which setup is mine?
Shop | Subscription Manager |
The New Wheel | Friiway |
Dandelion Bikes | Dandelion Bikes |
Bishop's Family Cycles | Bishop's Family Cycles |
London Bicycle Cafe | London Bicycle Cafe |
Hardt Family Cyclery | Hardt Family Cyclery |
Offbeat Bikes | Offbeat Bikes |
Subscribe
If your local shop manages your subscription
Your shop is your home base. They handle:
Topic | Who |
Your subscription — swaps, pauses, cancellations, buyouts | Your shop |
Billing and payments | Your shop |
Returns, including drop-off | Your shop |
Service, repairs, maintenance appointments | Your shop |
Picking up your bike, fittings, test rides | Your shop |
Theft and damage claims | Your shop |
Day-to-day questions about your bike | Your shop |
Roadside assistance | Better World Club, included — see 24/7 Roadside Assistance |
Friiway is the platform underneath. If your shop can't resolve something, they'll loop us in — and you can always come to us directly if you're stuck.
If Friiway manages your subscription
Friiway handles your subscription; a local partner shop handles anything in person.
Topic | Who |
Your subscription — swaps, pauses, cancellations, buyouts | Friiway |
Billing and payments | Friiway |
Returns — we coordinate | Friiway |
Service, repairs, maintenance appointments | Your local partner shop |
Picking up your bike, fittings, test rides | Your local partner shop |
New bike purchases | Your local partner shop |
Theft and damage claims | Friiway |
Roadside assistance | Better World Club, included — see 24/7 Roadside Assistance |
The simple rule: anything to do with your subscription comes to Friiway. Anything hands-on goes to your partner shop.
In the San Francisco Bay Area, that partner is The New Wheel — see Friiway in the San Francisco Bay Area for the full picture.
Riding through an employer program?
Friiway partners with select employers to offer subscriptions as a commuter or wellness benefit. Your subscription works exactly as described above — but some programs add a few extras of their own, and those vary by location.
If that's you, check your program's article in this Help Center for what's different.
Questions about eligibility, enrollment, or what happens if you leave your employer are handled by your employer's program team rather than Friiway.
Not sure who to ask?
Come to Friiway. We'd rather route your question than have you spend time working out who to send it to — see Contacting Support.