Fix a Problem

I didn’t receive the OTP code. What should I do? #

1. Double-check that your phone number is entered correctly. 
2. Ensure you have a stable network connection. 
3. Use the “Resend OTP” option in the app to request a new code. 
4. If the issue persists, try registering using your Apple or Google account instead. 
5. If you don’t have access to these accounts and need to register with your mobile number, send an email to info@cyclothe.com explaining the issue, and our team will assist you. 

The wrong municipality was assigned to my account. What should I do? #

1. Verify that your address is entered correctly in your profile settings. Especially, double check your Zip Code. 
2. If your address is correct but the assigned municipality is still wrong, please follow these steps: 

• Send an email to info@cyclothe.com explaining the issue. 
• Include your registered email or/and phone number, and full address as it appears in the app. 

Our team will investigate and correct the issue as soon as possible. 

I scanned my bag, but the lid didn’t open. What should I do? #

Here are our scenarios when you read your bag in Collection Box: 

1. Accepted: You will see blue light on the LED and hear a single beep. 
2. Refused: You will see red on the Led and hear a long beep. 
3. Into Box: You will see green on the LED and hear 2 short beeps. 
4. Accepted but not into the Collection Box in 5sc: You will see Multicolor on the LED and hear intermittent beep. 

The following may prevent reading, please check: 

1. The bag you are using may not be a Cyclothe Bag. 
2. The label on your bag may have broken and fallen off. 
3. There may be a metal or signal-interfering object inside the bag. 

I dropped off my bag, but it’s not showing in the app. #

Collection Boxes only accepts bags that are activated via Cyclothe App. When these bags are placed in Collection Boxes, the center is informed that the bag has been accepted.  

In this way, our Cyclothe users can follow all steps of their transactions via Cyclothe App. However, data transfer problems may occur sometimes due to the communication infrastructure used. For this reason, there may be delays in the system processing the information that your bag has been received.  

If it has not been updated within 24 hours, reach out to support with your bag ID. 

I didn’t receive the email validation code. What should I do? #

1. First, check your spam or junk folder to ensure the email did not end up there. 
2. Confirm that the email address you entered is correct. 
3. Use the “Resend Code” option in the app to request a new validation email. 

If none of these solutions work, please contact us at support@cyclothe.com, and our team will assist you further.