How to get help
There are four places you might go, depending on what you need:
The portal at
account.friiway.com— for self-serve actions you can take care of yourselfYour local Friiway shop — for anything about your bike or your day-to-day subscription
Friiway — We are hear to help with anything you're not sure about.
Better World Club — for roadside assistance when you're stuck mid-ride (included in your subscription)
If you're not sure who to contact, default to your dealer and then Friiway — we'll route you. There's no wrong door.
The portal at account.friiway.com
The fastest path for these four self-serve actions:
View your subscription
Submit a return request
Edit your contact info
Change your payment method
The portal handles routing automatically. For example, when you submit a return request, we'll coordinate the drop-off with your shop (or, in the Bay Area, with The New Wheel) and email you a scheduling link.
Reach your local Friiway shop
Your shop handles everything that touches the bike itself, plus most day-to-day subscription needs in markets outside the Bay Area.
Use your shop for:
Test rides
Service appointments (tune-ups, repairs, brake adjustments)
Tire pressure and quick mechanical questions
Picking up your bike for the first time
Dropping off your bike for a return or swap (after the appointment is scheduled)
Accessory purchases and installations
Subscription changes — cancel, swap, buy out, etc — in markets outside the Bay Area
Reach Friiway
Channel | When to use it |
Email | Anything not urgent |
Chat on friiway.com | Quick questions, lead inquiries |
Use Friiway for:
Starting a new subscription and choosing a bike
Anything you're not sure about — we'll route you to the right place
Reach roadside assistance
If you have a mechanical issue or flat while riding and can't safely get yourself home, call Better World Club. Your subscription includes two roadside assistance calls per year.
Roadside assistance details and the phone number are in Roadside Assistance. Save the number in your phone today.
In the SF Bay Area? Here's the difference.
In the Bay Area, The New Wheel is your shop for everything in-person — and Friiway operates the subscription side directly. So your contact paths are slightly different:
Bike-related (service, fittings, pickups, drop-offs, test rides) → The New Wheel
Subscription-related (cancel, pause, swap, buy out, billing questions) → Friiway directly (
hello@friiway.comor via chat on friiway.com)
→ See Friiway in the SF Bay Area for the full picture.
Got a Friiway subscription through your employer's program?
If you're enrolled in an employer program through Friiway (e.g., a commute or wellness benefit), you'll see a program-specific article in your Help Center with the details. If you can't find it, email hello@friiway.com and we'll point you to the right place.