The short version
Friiway is a marketplace for e-bike subscriptions. We facilitate discovery, the transaction, and the underlying tooling — and we're always reachable when you need help. Your local Friiway shop is your home base: the bike shop that fits you, hands you the bike, and keeps it running.
Three places handle your support, each with a clear job:
Customer Portal
account.friiway.comYour customer portal, for self-serve actions
Your local Friiway shop
Your go to for in-person things and bike-specific questions
Friiway (
hello@friiway.comor chat at friiway.com)We are here to help route you to the right place when you're not sure
There's no wrong door. If you ask Friiway something your shop would handle, we'll route you. If you ask your shop something Friiway handles, they'll loop us in.
What we mean by "your shop"
Friiway works with a network of independent bike shops. When you subscribe, you become a customer of theirs. Your shop is where you go for fittings, pickup, service, returns drop-off, and any bike-related question. They're the local experts.
In the Bay Area, customers subscribe directly from Friiway and Friiway partners with The New Wheel for in-person work — see Friiway in the SF Bay Area for the full picture.
What the portal does
account.friiway.com is your fastest path for these self-serve actions:
Action | Path |
View your subscription |
|
Submit a return request |
|
Edit your contact info |
|
Change your payment method |
|
For everything else, see the table below.
Who handles what
In most markets, here's how the responsibilities split between the portal, your shop, and Friiway:
Topic | Where to go |
Self-serve actions (the four above) | Portal |
Choosing your bike | Friiway & Your shop (test rides, fit, model recommendations) |
Subscribing & paying | Friiway (online checkout) |
Day-to-day questions about the bike | Your shop |
Service, repairs, maintenance appointments | Your shop |
Roadside assistance (when you're stuck mid-ride) | Better World Club (included in your subscription) — see Roadside Assistance |
Subscription changes (swap, cancel, buy out) | Your shop owns your subscription day-to-day. Friiway is your routing fallback if you can't reach them. |
Billing questions | Your shop (they're the name on your card statement). Friiway can route if you're stuck. |
Theft & damage claims | Your shop |
Picking up your bike | Your shop |
Returning your bike | Start in the portal; your shop handles the physical drop-off |
The simple rule: if it's a portal action, use the portal. If it's about your bike or your subscription day-to-day, your shop. If it's an escalation, a claim involving insurance, or you're not sure who to contact, Friiway is your routing layer.
The Bay Area is a little different
In the San Francisco Bay Area, customers subscribe directly from Friiway. Friiway is the name on your billing statement. We partner with The New Wheel for in person sales, bike pick ups, bike returns & service.
Here is the general rule of thumb
Bike related stuff should go to The New Wheel.
Subscription management related stuff goes to Friiway
→ See Friiway in the SF Bay Area for the full picture.
Got a Friiway subscription through your employer's program?
Friiway partners with select employers to offer subscriptions through their commute or wellness benefits. If you got your subscription through an employer program, your shop relationship and subscription path work the same as above.
If this is you and you have program-specific questions (eligibility, the benefit amount, what happens if you change roles), check with your employer's benefits team. For everything else about your bike or subscription, the rules above apply.
"I'm not sure who to contact"
Default to Friiway. Email hello@friiway.com or start a chat at friiway.com. We'd rather you reach us and let us route the request than spend time figuring out who to ask.