Frequently asked questions

Prevent your bike from being stolen! Read the 4 tips on how to lock your bike securely.

If you have an AXA or Basta lock that has a key service but the number is still not accepted, please check if the number on your key is legible. It’s possible that the black protective cover has shifted, causing a digit to be missing, or that the distinction between 0, 8, and 9 is no longer clear due to wear and tear.

Please check if you have an AXA or Basta lock. You can only order keys for these brands on our website. You can find the brand name on the front of your bike lock.

If you have an AXA or Basta lock but the key number is not accepted, it may be that your lock does not have a key service. The following locks do not have a key service:

• AXA Ren ring lock
• AXA Clinch chain lock
• AXA Ferrox cable locks
• AXA Rigid or Basta CB cable locks
• AXA UL U-locks

You can contact us by phone at +31 (0)318 – 536 220
Or via email: axa.keyservice@allegion.com

Make sure to have your reference number or key number ready or mention it in your email.

During the checkout process, you have the option to choose between VISA and Mastercard. Once your payment is verified, we will be notified that the order has been paid. The purchase amount will be immediately deducted and charged.

Please check if you have ordered the key for the correct lock and if the received key number matches the key number you have ordered.

Are both correct? In that case, please send photos of the front and back of the original key, as well as photos of the front and back of the non-fitting duplicate key, to the email address: axa.keyservice@allegion.com, mentioning the (order) reference number.

If you no longer have an original key, unfortunately, we cannot assist you further. We need to compare the non-fitting duplicate key with an original key.

Each key is made specifically for you. AXA cannot sell custom-made keys to someone else. Therefore, a refund of the purchase amount is not possible. However, you can still order the correct key number through the key program.

You can contact us by phone at +31 (0)318 – 536 220
Or via email: axa.keyservice@allegion.com

Make sure to have your reference number or key number ready or mention it in your email.

There is no warranty for key breakage. Often, the cause is not due to the material, but rather an external factor. For example, the bike falling over, someone bumping into the key, or improper maintenance of the lock.

No, ordering keys is only possible based on the key number. There is no connection between the lock number and the key number, so ordering keys based on the lock number is not possible.

The cause could be that one key is a folding key and the other is a standard key. These are produced and shipped separately, so it may take a bit longer for the second key to be delivered.

If this is not the case, please contact us at telephone number +31 (0)318 – 536220. Or via email: axa.keyservice@allegion.com

The shipping costs are €2.95 per order. In the Netherlands, the shipping costs are €1.95.

You can contact us by phone at +31 (0)318 – 536 220
Or via email: axa.keyservice@allegion.com

Make sure to have your reference number or key number ready or mention it in your email.

A bicycle key can be ordered through the online AXA Key Service: https://keyservice.axasecurity.com/

AXA does not sell products directly to consumers through its own webshop or physical stores. AXA products are sold by bicycle specialists. Click here for the sales points that offer a wide range of AXA products. Our products are also sold on various online platforms, but AXA is not the selling party in those cases either.

A bicycle key can be ordered through the online AXA Key Service: https://keyservice.axasecurity.com/

AXA does not sell individual parts of products. If a part is broken, we advise you to return to the store for repair.

1. How does the warranty process work? You can return to the store where you purchased the product with the broken item and the proof of purchase. They will assess the complaint and try to repair, replace, or exchange the product for a new one, unless it is determined that the damage is not covered by the warranty.
2. Who handles the warranty? The retailer where the product was purchased. When you buy a product, you essentially enter into a purchase contract with the seller, which also determines the warranty terms.
3. How long is the warranty period? We offer a 2-year warranty on all AXA products, except for the AXA Victory ring lock, which has a 10-year warranty.
4. What is covered by the warranty? Whether a retailer provides warranty coverage or not is determined after assessment of the product by specialized sellers. Of course, we do not provide warranty for products that are outside the warranty period or for products that are visibly poorly maintained.

The instructions for setting the personal code are explained in the manual of your code lock. The manual can be found on the product page of your specific lock. Here is an overview of the AXA locks with code closure.

The following accessories are available for an AXA ring lock:

1. Mounting Plate: For mounting on cantilever bosses, suitable for use with any AXA ring lock.
2. Flex Mount: Applicable to any frame tube, suitable for use with any AXA ring lock.

Electronic ring locks are currently mainly used by rental and bike-sharing companies. This product is not (yet) available for consumers. You can find more information here: https://www.axa-in.com/

By regularly lubricating and keeping your bike lock clean, it will last longer. Read our tips here.

You want to get a bicycle insurance. But how do you know which lock you need for bicycle insurance? Read here which locks have a certification mark.

Every AXA bike light comes with a manual. You can find the manual on the product page of your specific light. On this page, you will find all AXA bike lights.

Every AXA bike light comes with a manual. You can find the manual on the product page of your specific light. On this page, you will find all AXA bike lights.

This bracket can be ordered through the retailer.

Every AXA bike light comes with a manual. You can find the manual on the product page of your specific light. On this page, you will find all AXA bike lights.

You can find the exact functions of your lighting in the included manual. The following functions are distinguished:

• Steady function: the function that keeps your bike light on for 4 minutes when stationary.
• Switch function: this function has the form of an on/off button and can be used to activate the hub dynamo so that the light turns on.
• Auto function: this function automatically turns your light on or off when needed.

Every AXA bike light comes with a manual. You can find the manual on the product page of your specific light. On this page, you will find all AXA bike lights.

Lux, lumen, and candela are terms used to describe different aspects of lighting:

1. Lux: Lux is a unit of measurement for illuminance on a surface. It measures the amount of light that falls on a specific area. The higher the number of lux, the brighter the lighting on that particular area.
2. Lumen: Lumen is a unit of measurement for the total amount of visible light emitted by a light source. It measures the light output of a lamp, regardless of the direction in which the light is emitted. The higher the number of lumens, the brighter the lamp is in general.
3. Candela: Candela is a unit of measurement for the luminous intensity in a specific direction. It measures the amount of light emitted in a particular direction.

In summary, lux measures illuminance on a surface, lumen measures the total light output of a lamp, and candela measures the light intensity in a specific direction.

This varies greatly depending on the specific chain guard or chain shield. When you purchased the product, you should have received the necessary mounting tools and a manual. If you no longer have these, we recommend contacting your bicycle specialist for assistance.

The AXA iN GPS tracker is called Smart Guard and is newly available on the market. More information will follow shortly.

Electronic ring locks are currently mainly used by rental and bike-sharing companies. This product is not (yet) available for consumers. More information can be found here: https://www.axa-in.com/