FAQ

LOCKS

• Which bicycle lock is the right one for me?

  To secure your bicycle, you should invest at least 10 % of the bicycle’s new value. A first-class bicycle should also be secured with a first-class lock. Two locks are always better than one. The bicycle itself should be locked with a solid lock while components (wheels, saddle,…) should be secured with an additional safeguarding system (e.g. a cable lock or loop cable). The basic question to be asked is where and for how long your bicycle will be parked unattended. Then you decide with the help of security levels which bicycle lock of the 18 security levels is the right one for you.

• How do I secure my bike correctly?

  In order to secure your bike against theft in the best possible way, you should follow these tips:

  1. The bicycle should always be fixed to a solid object.
  2. Use at least two different locks if possible.
  3. Connect your bicycle as high as possible. The keyhole should face down.
  4. Lock your bicycle in a busy and well-lit place.
  5. Leave as little space as possible between the bicycle, lock and solid object.
  6. Additionally secure your components, such as wheels
  7. Remove components such as batteries, battery lighting or displays and speedometers.

  Read more

• How do I maintain my TRELOCK bicycle lock properly?

  To guarantee a long service life for your TRELOCK lock, all the mechanical parts such as the lock barrel and the locking mechanism need to be maintained with a high-quality synthetic or sewing machine oil. Depending on how frequently it is used, you should lubricate your lock at least once a year and while doing so actuate the lock barrel and the locking mechanism to distribute the oil. This will remove any dirt and wear debris between the components and can also guard against the lock icing up. Avoid using any sharp or solvent-containing cleaning agents, as these will attack the plastic and can damage the product. Read more in our magazine.

• How can I protect my TRELOCK bicycle lock against icing?

  To protect your lock against icing, we recommend regular lubrication of all mechanical parts such as the lock barrel and the locking mechanism. This will displace any moisture inside the housing. If the lock is equipped with a dust cap for the lock barrel, this cap should always be sealed.

• Is TRELOCK able to open the combination lock when the number combination is lost?

  The TRELOCK combination lock mechanism is highly intricate and safe. Therefore, not even we are able to open your combination lock without knowing the programmed number combination.

• Are there special TRELOCK bicycle locks for balloon tyres?

  For balloon tires, TRELOCK offers the RS 481 and 561 frame locks. Both locks feature an extra-wide jaw opening, allowing them to accommodate balloon tires with ease.

• What does AZ/NAZ stand for?

  The abbreviation “AZ” stands for “withdrawable key” and the abbreviation “NAZ” stands for “non-withdrawable key “.

• Security level 1-18?

  The TRELOCK security level assists the customer in finding the appropriate lock for his bicycle. Locks with security level 1-6 offer security against casual thieves. Locks with security level 7-12 offer a high degree of security against casual thieves and levels 13-18 offer a high degree of security against professional thieves.

• Who should I contact if I have a warranty claim?

  In the event of a warranty claim, please always contact your contractual partner or the company that issued the invoice. They are your direct point of contact for warranty and statutory guarantee matters and will handle your claim accordingly.

  We generally provide a two-year warranty on all our products.

• The bracket for my folding lock is damaged. What can I do?

  If the bracket for your folding lock is damaged or defective, it can usually be ordered separately.

  Please contact your local bicycle retailer. Using the product article number, they can order the correct replacement part.

  If you do not know the article number or need assistance identifying the correct bracket, our customer service team will be happy to help.

Key Service

• Can keys for TRELOCK bicycle locks be reordered?

  TRELOCK offers a key service for bicycle locks from TRELOCK security level 3 onwards (In Exceptions also level 1 and 2). For this you merely require the key number, which can be found on the key. The key number is absolutely necessary. Without these details, not even we will be able to make a key for you. You can place your order online at the TRELOCK website. The keys will then be conveniently delivered to your home. 

• How do I order a replacement key?

  You can order a replacement key via our online key service.

  To place an order, you will need the key number stamped on your key. Please enter the number exactly as shown, including all letters and without spaces.

  The keys are manufactured in the Netherlands and then sent by post. Delivery may take up to 15 working days, although it is often faster.

• Why can the key number only be found on the key and not on the lock?

  The key number can only be found on the key because this prevents any unauthorised key reordering. Please make a note of the key number and keep it in a safe place so that you can re-order keys if need be. A sample key as template or the key number are absolutely necessary. Without these details, not even we will be able to make a key for you.

• How can I register as a dealer for the key service?

  To register as a dealer, please follow these steps:

  • Open the “Key Service” section.
  • Click on “Dealer”.
  • Select “Don’t have an account?”.
  • Complete the registration form in full.

  Your application will be reviewed within 72 hours. If all information is complete and correct, your dealer account will be activated.

• I do not have a key number. Can I order using the lock number instead?

  No. To manufacture a replacement key, we require the key number stamped on the original key.

  There is no link between the lock number and the key number, so unfortunately it is not possible to order a replacement key based on the lock number.

• What can I do if my key number cannot be found in the portal?

  If your key number cannot be found in the portal, a local locksmith may be able to assist. However, we cannot guarantee this.

  We can only produce replacement keys for key numbers that are stored in our system.

• Why is my key number not displayed?

  If your key number does not appear in our key finder, this does not necessarily mean that the number is incorrect.

  For some older lock models, we can no longer offer a key replacement service because the necessary key blanks or manufacturing capabilities are no longer available.

  Please also ensure that you enter the key number without spaces and without the additional identifiers “A” or “C”.

• How much does a replacement key cost?

  The price of a TRELOCK replacement key depends on the specific key or lock model.

  The current price will be displayed immediately after you enter your key number and select the appropriate key. All costs will be shown transparently before you complete your order.

• Why has my key not been dispatched yet?

  Your order will only be processed and dispatched once full payment has been received.

  Depending on your chosen payment method, payment processing times may vary.

• How long does key delivery take?

  The delivery time for your key is generally up to 15 working days.

  Please note that this is an estimated timeframe. In many cases, delivery is faster.

• Can I track my key order?

  No, tracking is not currently available. Our keys are sent from the Netherlands as an untracked postal item.

  Please allow up to 15 working days for delivery. If your key has still not arrived after this period, please contact our customer service team and we will be happy to investigate the status of your shipment.

• My payment appears as "Allegion Netherlands". Have I ordered correctly?

  Yes, that is correct. TRELOCK is part of the Allegion group of companies. Therefore, “Allegion Netherlands” will appear as the payment recipient on your bank statement.

• How can I download my invoice as a PDF?

  Log in to your customer account and open your order history.

  Select the relevant order and click “Download PDF”. The invoice will then be saved as a PDF file.

• Can I return a key?

  As replacement keys are personalised items manufactured specifically for your lock, returns and refunds are generally excluded.

  If the key supplied differs from your order due to a manufacturing defect or fulfilment error, please contact our customer service team. We will, of course, find an appropriate solution.

• The key I received does not fit. What should I do?

  Please send clear photographs of the front and back of both the supplied key and the original key to:

  trelock@allegion.com

  Please include your order number in the subject line of the email. Our customer service team will review your case and contact you as soon as possible.

• What does the "C" on the supplied key mean?

  The letter “C” stamped on the key stands for “Copy”.

  This marking indicates that the key is a duplicate. It is required for insurance and legal reasons and serves to clearly distinguish a replacement key from an original key.

  The marking has no impact on the function, quality or fit of the key.

• I ordered a key marked "ML..." or "H..." and received two keys. Why?

  For insurance purposes, we are required to mark the requested duplicate key with a “C” for “Copy”.

  If your delivery also includes a key marked with an “A”, this is an alternative cut that we provide free of charge as a service to help ensure functionality.

  If one of the two keys does not fit, you may dispose of it.

• Can I order a lock that matches an existing key number or lock?

  No, this is unfortunately not currently possible.

  At present, we do not have the technical capability to manufacture a new lock that matches an existing key number or lock.

  However, we are continuously working to improve our services. Should this become available in the future, we will announce it on our website.

Lights

• Are TRELOCK head and rear lights waterproof?

  All TRELOCK dynamo, e-bike and battery front lights and rear lights are splash-proof and can therefore be used in the rain. A 100% waterproof design would prevent heat dissipation and promote the formation of condensation water.

• Are TRELOCK bicycle lights approved for German road traffic?

  All TRELOCK dynamo, e-bike and battery front lights and rear lights are approved for German road traffic and fulfil the requirements of the StVZO according to § 67.

• What is the maximum burn time of the LED?

  All LEDs used by TRELOCK have a maximum operating time in excess of 25,000 hours.

• Can I replace the LEDs in my product?

  No, the LEDs cannot be replaced.

  They are permanently integrated into the product and are not designed for separate replacement.

• Can the rechargeable battery be exchanged?

  Under the current EU Battery Regulation, rechargeable batteries must also be replaceable starting in 2027. The new TRELOCK Lighthammer models already offer this feature. In addition, if your battery fails within three years, we’ll provide a free replacement.

• How often can TRELOCK rechargeable battery powered lights be recharged?

  TRELOCK installs exclusively high-quality lithium-ion or lithium-polymer rechargeable batteries that are designed for more than 800 charging cycles.

• What is the difference between the TRELOCK lithium-ion/lithium-polymer rechargeable battery and standard rechargeable batteries?

  The TRELOCK lithium-ion and lithium-polymer rechargeable batteries offer a high storage capacity at low weight and is thus an efficient energy source. The TRELOCK lithium-ion and lithium-polymer rechargeable battery retain the stored charge almost completely. Only 1 – 2 % of the stored energy is lost due to unavoidable self-discharge. In comparison, a standard rechargeable battery loses 15 – 20 % of its capacity, i.e. the tenfold. The high storage capacity and low self-discharge characterize the TRELOCK rechargeable batteries and turn the TRELOCK battery powered front lights into reliable bicycle lights.

• How can TRELOCK rechargeable battery powered head and rear lights be recharged?

  The TRELOCK battery-powered front and rear lights have an integrated USB charging socket. This allows the headlights to be recharged easily via USB cable from a computer or laptop.

• Does the TRELOCK rechargeable battery powered lighting include a USB charge cable?

  Since USB-C has now become the standard and can be found in every household, we have decided not to include a cable for sustainability reasons.