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Need assistance?

 

If you have questions or you encounter problems while using Villo! you can contact us:

 

phone

             or +32.2.274.22.41

 

Or you can take a look at our FAQ.

 
 

Download here the

General Conditions

of Access and Use of the  Villo!

I just saw an abandoned Villo. What can I do?

It is best to note down the number of the Villo (4 figures at the back of bicycle), its exact location and to contact us. You can contact the call centre, send us an e-mail or connect to our Facebook page. A JCDecaux team will come to collect the Villo!.

How can I report a malfunctioning station?

You can inform the Villo! service by contacting the call centre, e-mailing us or informing us via our Facebook page. A JCDecaux team will come and check on the station.

I lost my PIN code. What do I need to do?

In case you have forgotten your PIN code or you identification code:
For the long term cards:
If you have forgotten your PIN: go to the Villo!.be website, click on "forgot your password?" in the section "Consult your account". The PIN will be immediately sent to you by e-mail.
You can also contact the call centre at 078/05.11.10. Keep your identification number at hand. It is on the back of your Villo! card and on the confirmation letter of your subscription.
Don't forget to double check your personal details on "modify my personal data".
For the short term cards: We don't possess that information.

I am not able to log in on the website

To log in on the website in the section "consult my account", you need:
•Your subscription number
•Your name: only your family name in capitals
•Your secret code

What do I do in case of a flat tyre?

Bring your bicycle to the nearest docking station in case of a flat tyre, dock the bicycle for safety reasons and contact the call centre at 078/05.11.10. Don't forget to turn your saddle a quarter turn to warn other users.

How can I report a malfunctioning bicycle?

You can warn other users that there is a malfunctioning bicycle at a station (flat tyre, malfunctioning brakes, etc.) by turning your saddle a quarter turn. Please inform us if you have the opportunity, by contacting the call centre, e-mailing us or posting a message on our Facebook page.

What do I do if I am in an accident with a Villo?

Notify JCDecaux in case of an accident. Contact the Villo! call centre within 24 hours’ time. The bicycle remains your responsibility until it has been properly docked and locked. You can also await the arrival of a JCDecaux agent to personally hand over the bicycle to him/her.

What do I do in case of theft?

Report the theft to the police within 48 hours and contact the Villo! call centre within 24 hours at 078/05.11.10.
Then, send a copy of the complaint to the following address:
Villo! - JCDecaux Street Furniture Belgium
Allée Verte 50
1000 Brussels

What do I do in case of theft?

Report the theft to the police within 48 hours and contact the Villo! call centre within 24 hours at 078/05.11.10.
Then, send a copy of the complaint to the following address:
Villo! - JCDecaux Street Furniture Belgium
Allée Verte 50
1000 Brussels

I lost my card. What do I do?

Please inform us as quickly as possible by contacting the call centre at 078/05.11.10 if you have lost your Villo! card or if it has been stolen. The card will be immediately blocked and replaced at a charge of 5 € (administrative costs).
The short term subscribers do not have access to this service.

 

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