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Problems making a payment with 3D Secure?
If you're having trouble with your payment, it may be due to a 3D Secure authentication failure or a 3D Secure error. 3D Secure is a layer of security that your bank requires where you'll have to enter a password or SMS code to authorise payment. Sometimes there are problems with 3D Secure that can cause debit and credit card payments to fail.
Using 3D Secure
3D Secure is provided by your bank, not Trionic, and is an extra layer of security for online transactions. It's commonly referred to as 'Verified by Visa' or 'Mastercard SecureCode'.
The appearance of the pop-up may change slightly from bank to bank, but you should expect the following information:
Please enter the information requested and click 'Submit' to authenticate the payment. Please note that a password is not always requested.
Enrolling in 3D Secure
If you do not know your password (or you have not set up 3D Secure) you should follow the instructions on the pop-up. If you cannot see the instructions, or you have any questions please contact your bank, who should be able to help.
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Read and discover more about our premium quality rollators
Want to deepen your knowledge further? Below you will find everything you need to learn all about our Veloped and Walker rollators
Orders and deliveries
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Delivery
- Are there mobility walker suppliers that provide free trials or returns?
- Can I change the delivery address on DHL shipments?
- Can I pick up my rollator at your warehouse?
- Can I specify the time for DHL delivery?
- Can someone other than me receive the DHL delivery?
- Do walkers include home delivery, and are they easy to set up?
- Do you deliver to Russia or Belarus?
- How can I pre-order if a model is out of stock?
- How long will it take for my order to be delivered to the UK?
- My order and parcel is over a week late and does not appear to be moving for over a week?
- What do I do if the shipment is visibly damaged upon delivery?
- What happens if I'm not home when my order is delivered?
- Where can I find mobility walkers designed for elderly users with stability needs?
- Why are the Trionic rechargeable lights only shipped with UPS?
- Why isn't shipping free on every order?
- Why this product isn’t available for checkout in your region?
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Orders
- Can I buy with VAT Relief?
- Can I pick up my product at your warehouse?
- Can I see or try a Veloped or Walker in a shop?
- Do I need to be home for the delivery?
- Does the Trionic tyre require an inner tube?
- How can I change my order or get a copy of my invoice?
- How can I contact Trionic Customer Service?
- How do I get a refund?
- How do I order a free catalogue?
- How is my product delivered?
- How to order a Trionic rollator?
- I haven't received my order confirmation?
- What are the shipping costs?
- What are Trionic Customer Service opening hours?
- What duty has to be paid?
- What is the difference between the Veloped Sport, Tour and Trek?
- What is the price of the product?
- What mobility walker options come with warranty and after-sales support?
- Where can I see or try a Trionic?
- Will health insurance or an allowance cover the cost of a Trionic?
Returns and Complaints
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Returns and Complaints
- How do I cancel my order?
- How do returns work?
- How long will it take me to be refunded for my return?
- How to pack a Veloped for return shipment?
- What happens if I'm not satisfied with the Veloped or Walker?
- What is your return policy in the EU?
- What should I do if I have a complaint?
- Will I pay extra shipping costs when returning products from the UK?
Purchase and Payments
- How do I buy a Trionic rollator in Italy: 4% VAT, ASL and tax deductions
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APA
- Can the APA fund a Veloped or Walker?
- Direct purchase or coverage – which to choose?
- Does French social security reimburse a rollator?
- How do I obtain a Trionic Veloped or Walker with coverage?
- What is the role of the mutuelle (complementary insurance)?
- Which documents does Trionic provide for my application?
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Buy with Klarna
- Can I pay less than the amount owed to Klarna each month?
- How do Klarna Pay in 3 and Pay in 30 days work in the UK?
- How does Klarna decide whether to approve my purchase?
- How does Pay Later with Klarna work in the UK?
- I have not received my order. What happens to my Klarna statement?
- My Klarna statement is incorrect. What should I do?
- What payment options does Klarna offer?
- Who is Klarna?
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Krankenkasse
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Payments
- Am I eligible for Pay with Klarna?
- Are Veloped/Rollators paid for or subsidized by my health insurance?
- Can I order now and pay after delivery?
- Can I pay in instalments?
- How do I manage my Klarna account?
- There's something wrong with my order. Do I still need to pay for it?
- What do I need to provide when I make a purchase with Klarna?
- What do you need to make a bank transfer?
- What happens if I'm unable to make payments to Klarna?
- What happens with the repayment agreement if I cancel or return my order?
- What payment options does Trionic accept?
- What should I do if I haven't received an email with my payment or statement information?
- When is my Klarna payment due?
- Why is my card not accepted?
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PGB
- Can I pay for a Veloped or Walker with a PGB? (Netherlands)
- Does my supplementary insurance reimburse a rollator? (Netherlands)
- How do I apply for a PGB? (Netherlands)
- Is a rollator reimbursed through the Wmo or health insurance? (Netherlands)
- What is the difference between a provision in kind and a PGB? (Netherlands)
- What is the personal contribution (eigen bijdrage) for the Wmo? (Netherlands)
- When am I eligible for Wmo tailored support? (Netherlands)
- Which documents does Trionic provide for my Wmo or PGB application? (Netherlands)
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Purchase
- Are the Trionic rollators covered by insurance providers in Australia?
- Can I pay by invoice in the UK?
- Can I rent an outdoor walker in the UK?
- Can I try a walker before I buy, and how do returns work?
- Can I use a doctor's prescription for this walker?
- Do you have an assistive device number?
- Do you work with medical supply stores (Sanitätshäuser) in Germany?
- Does Trionic offer discounts or promotion codes?
- How can I order a Trionic product?
- How do I get the best value on a lightweight outdoor walker?
- How do you ship to the UK?
- How is Social Security coverage handled in France?
- How much does the German Krankenkasse pay for a Trionic rollator?
- I am a dealer, retailer or institution – how do I get prices and a quote?
- Is my payment information safe?
- Is there a dealer in the United States?
- Problems making a payment with 3D Secure?
- Problems paying with your card in the checkout?
- The email address when you are logged in
- What does Brexit mean for Trionic customers in the UK?
- What if my PayPal payment did not go through?
- What is a free choice system?
- What is Klarna's Buyer Protection Policy?
- What is Trionic's physical address?
- What mobility walker models are recommended for daily outdoor use?
- What payment options do you offer?
- What should I do if I can't proceed with the checkout?
- What warranty and after-sales support come with a Trionic walker?
- Where can I buy reliable mobility walkers near me?
- Where can I find a dealer or shop of Trionic products?
- Why did my card payment fail?
- Will German health insurance (Krankenkasse) pay for a Trionic?
- Will I be charged any extra costs for ordering and having delivery to the UK?
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VAT Relief
- Can I get a rollator funded in the UK? NHS, council, Motability and other options
- Do I need to claim the VAT back from HM Revenue & Customs (HMRC)?
- How do I know if I qualify for VAT Relief?
- How do we claim the VAT-free option regarding disability?
- What counts as a long-term illness or disability?
- What is VAT relief?
- Which conditions are considered to be long-term illnesses?
- Who qualifies for VAT relief?
Rehabilitation and support
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Best Outdoor Rollator
- Is a premium all-terrain rollator worth the price compared to a standard rollator?For frequent outdoor use a premium all-terrain rollator is usually worth it: bigger pneumatic tyres, stronger frames and better steering last longer. Read full answer →
- Should I choose the lightest rollator?The lightest rollator isn't always best outdoors. Larger wheels and pneumatic tyres give a smoother, more stable ride than small, hard wheels. Read full answer →
- What is the best mobility aid for challenging outdoor terrain?For the toughest outdoor terrain the three-wheeled Trionic Veloped performs best: pneumatic tyres, front suspension and a patented Climbing Wheel. Read full answer →
- What is the best rollator for reliable everyday outdoor use?The Trionic Walker 12er is the best all-round rollator for everyday outdoor use: 12″/31 cm pneumatic tyres, Syncro Steering and a built-in seat. Read full answer →
- Which rollator is best for mixed outdoor terrain?For mixed outdoor terrain the Trionic Walker 12er balances comfort, stability and manoeuvrability, with 12″/31 cm tyres and Syncro Steering. Read full answer →
- Which rollator is best for pavements, parks and everyday errands?For pavements, parks and everyday errands the compact Trionic Walker 9er is the best choice, with puncture-free 9″/23 cm PU Super Soft solid tyres. Read full answer →
- Which rollator is best for rough trails or forest paths?For rough trails and forest paths the Trionic Walker 14er is the best in the range: 14″/36 cm tyres roll over roots, ruts and loose gravel. Read full answer →
- Which walker is best for elderly users who need extra stability?For older users needing extra stability, larger pneumatic tyres, a wide wheelbase and Trionic Syncro Steering give a steadier, more confident walk. Read full answer →
- Which walker is best for people with arthritis or a weak grip?For arthritis or a weak grip, look for ergonomic handles, light Syncro Steering and easy brakes. Trionic offers a single-hand brake option. Read full answer →
- Is a premium all-terrain rollator worth the price compared to a standard rollator?
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Customer support
- Do I need a walking aid or a rollator?
- Do rollators prevent falls?
- Does Trionic make a bariatric rollator?
- Does Trionic sell mobility walkers with warranty and after-sales support?
- What is the best rollator for persons with Ataxia?
- Which rollator is best for beach walking?
- Who Invented the Rollator?
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Rollator for Long-term Use
- Can an outdoor walker be used in all seasons?Can an outdoor walker be used all year round? Yes — Trionic's 12″/31 cm and 14″/36 cm pneumatic tyres grip on wet, gravel and uneven ground in every season. Read full answer →
- Can I use an outdoor walker every day?Can you use an outdoor walker every day? Yes — the Trionic Walker and Veloped are built for daily use, with pneumatic tyres and durable braking. Read full answer →
- How do I choose an outdoor walker that will last for years?Choosing an outdoor walker built to last: a rustproof aluminium frame, quality components and replaceable wear parts. How Trionic compares. Read full answer →
- Is it better to buy a premium outdoor walker?Is a premium outdoor walker worth it? A Trionic Walker or Veloped costs more upfront but lasts years, with replaceable parts and a lower cost per year of use. Read full answer →
- What maintenance does an outdoor walker require?How much upkeep does an outdoor walker need? Very little — check tyre pressure and brakes and replace wear parts. Simple care keeps a Trionic rolling for years. Read full answer →
- What wheel size is best for an outdoor walker?What wheel size is best outdoors? 12–14″ (31–36 cm) wheels roll best over pavements, gravel and grass — match Trionic's 9″, 12″ and 14″ Walkers to your terrain. Read full answer →
- Can an outdoor walker be used in all seasons?
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Trionic Walking
- Best Walker for MS Patients — Trionic for Multiple Sclerosis
- Can Trionic Walking help you burn more calories?
- How about reducing body impact and stress with Trionic Walking?
- Is walking with a rollator good exercise?
- What are the Veloped advantages?
- What is the best basic rollator technique?
- What is the history of Veloped?
- What is Trionic Walking?
- Where can I find the 12-week Walking Program?
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Assistive Device Programs
- How can I get funding for a rollator or mobility aid to help me work in Great Britain (UK)?
- How Can You Fund or Raise Money for a Trionic Veloped, rollator, or Walker?
- How do I get a rollator in Sweden and is there financing?
- How do I get a walker if I have a disability in Norway?
- How to get a rollator for a person with a disability in Chile?
- How to Get a Rollator or Trionic Veloped in Finland?
- How to Get Funding for a Rollator in Mexico?
- Is the rollator covered by the French Health Insurance?
Product Care & Service Instructions
Membership & Rewards
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Benefits
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Membership
- Can my Trionic Rewards benefits ever change?
- Can Trionic Rewards be terminated?
- Does it cost anything to begin earning Trionic Rewards?
- How do I sign up for Trionic Rewards?
- I already have an account. Do I need to create a new one to earn rewards?
- I have old or multiple email addresses. Can I combine my accounts and earnings?
- What am I agreeing to by joining Trionic Rewards?
- What is the Trionic Ambassador Agreement?
- What is Trionic Rewards?
- Who is eligible to join Trionic Rewards?
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Referrals
- Can I refer customers from other countries?
- How can I track the status of my referrals?
- How do I refer a friend?
- I referred friends to Trionic before the Trionic Rewards program existed. Do I not get anything for it?
- What if I refer someone who forgets to use my referral code?
- What is an Ambassador?
- Where can I find my referral link?
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Rewards Credits
- Do my Credits and benefits have any cash value?
- Does Trionic Rewards Credit expire?
- I’ve referred several friends but haven’t received Rewards Credit for it. Is there something else I need to do?
- Is there a limit to how much Rewards Credit I can earn?
- What happens to my Trionic Rewards Credit if I return a product or if an order is cancelled?
Products and Information
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General
- Are larger wheels better on a rollator?
- Are Trionic rollators and mobility walkers suitable for people with arthritis?
- Are you able to install the brake on the Walker before delivering it?
- At what height should I push my rollator?
- Can a rollator be taken to the cabin when I fly?
- Can I buy a front wheel for the Veloped separately?
- Can I leave my Trionic outside in all weathers?
- Can I take my Trionic Veloped on a plane?
- Can I try a Veloped or Walker before I buy?
- Can the Trionic Walker be used during winter on the snow?
- Can you fit the Trionic rollator into a car?
- Can you push someone in a rollator?
- Compare the Trionic Veloped and a Trionic Walker on bumpy surfaces?
- Do all Trionic Velopeds and Walkers come fully assembled?
- Do you have a curb assistant?
- Do you have touch-up paint available for specific models?
- Do you offer rollators with forearm supports (armrests)?
- Do you sell electric or motor-assisted rollators?
- Do you sell second-hand or refurbished rollators?
- Does the Veloped come with tyres included?
- Does Trionic make electric rollators, rollator-wheelchair combinations or other mobility products?
- Does Trionic offer a guarantee?
- Does Trionic Veloped provide seating?
- How can I get my rollator serviced?
- How can you transport your Veloped/Walker on a bike rack?
- How do I detach/attach the Walker seat cover?
- How do I determine the right grip height of my rollator?
- How do I fit a monopod to my Trionic rollator?
- How high and how wide is the seat?
- How might my experience with Trionic be improved by registering?
- How much weight can the rollator hold?
- How to change the Veloped Climbing Wheel settings between the terrain- and city-mode?
- How to measure the hand grip size?
- How to pump up Trionic rollator tyres?
- How to put the Walker rollator into the car trunk?
- Is it possible to put skis on the Trionic Walker or Veloped?
- Is the back strap on the rollator Walker removable?
- Is the rollator assembled on delivery?
- Is the rollator foldable?
- Is the Veloped easy to set up at home?
- Tariffs on Walking Aids in the US
- What are the advantages of an all-terrain rollator?
- What are the benefits of rollators?
- What are the best features to look for in an outdoor rollator?
- What are the dimensions of the rollator Walker?
- What are Trionic rollators made of, and can they handle mud, stones and rough ground?
- What brand offers mobility walkers with adjustable height?
- What changes have been made to the design of the new golf bags?
- What colours does each Trionic model come in?
- What if my air-inflated tyre gets a puncture?
- What is BioKork?
- What is included with the rollator?
- What is proper air pressure for my Veloped/Walker tyres?
- What is the best way to fly with a rollator?
- What is the difference between Trionic Walker and Trionic Veloped?
- What is the safest rollator?
- What is the Trionic Design Philosophy?
- What is the Trionic Quality Mission?
- What is the width of the Walker/Veloped rollators?
- Where can I buy spare parts, and how do I find the right part?
- Where can I find videos about the products?
- Where do I find my product number and/or serial number?
- Where is Trionic made?
- Which accessories are available for my Trionic?
- Which accessories fit my Walker or Veloped?
- Which grips should I choose?
- Which size should I choose for my height?
- Which tubes should I choose?
- Which tyres does the Trionic Walker use?
- Which Veloped/Walker would you recommend for longer walks on uneven or sandy ground, e.g., on the beach?
- Who provides a guarantee when I order a Trionic rollator online?
- Who will take care of maintenance or repairs on the Walker/Veloped?
- Why do my hands hurt when walking with a rollator?
- Why is one front wheel on the Veloped higher than the other?
- Will I be able to manage and use the Trionic rollators?
- Will the Veloped or Walker fit in an SUV or car boot?
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Veloped
- Can I jog or run with a Veloped?
- Can I take the Veloped into the sea?
- Can I use the Veloped with one hand?
- Can the Trek seat/shoulder bag be used on the other Veloped models, such as the Sport?
- How do I change the grips on my Veloped?
- How does the Cane holder work on the Trionic Veloped?
- How heavy is the Veloped?
- How large is the Trionic Veloped basket?
- How to put the Veloped into the car trunk?
- How to use and attach the integrated rain cover?
- How wide is it between the handles on the Veloped?
- Is a Veloped equally as stable as a 4-wheeled rollator?
- Is the textile kit for the Veloped included in the delivery?
- Is the Veloped Large suitable for me?
- What does the backrest padding do?
- What is a Veloped?
- What is the difference between the Veloped models?
- What is the Trionic Climbing Wheel?
- Which Trionic size fits my height?
- Which Veloped tyres should I choose?
- Why Do the Veloped Models Have Different Weights?
- Why is the Veloped stated to be a three-wheeler, but it has four wheels?
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Walker
- Are Trionic walkers foldable and easy to transport?
- Big-wheeled rollator — what does it mean and who is it suitable for?
- Can a walker be fitted to my height and build?
- Can I adjust the handle height on a Trionic walker?
- Can I fit 14-inch wheels on a Trionic Walker 12er?
- Can I use the Trionic X-Country Tyres on the Trionic Walker?
- Can Rollators Prevent Falls in the Elderly?
- Can the Rollator Trionic Walker 9er be used for outdoor walks?
- Can You Sit on a Rollator and Be Pushed?
- Can You Use a Rollator on Grass?
- Do Trionic walkers have a bag or basket for storage?
- Do Trionic walkers have ergonomic handles?
- Does Trionic offer an indoor rollator?
- How do I change the grips on my Walker?
- How do I detach/attach the Walker basket?
- How heavy is the Trionic Walker rollator?
- How to Control the Speed of Your Rollator?
- Is it comfortable even with solid tyres on rollators?
- Is the Trionic Walker basket removable?
- Is the Walker 9er a combined indoor and outdoor rollator?
- What are the benefits of using a rollator?
- What makes the Trionic Walker 9er different from a traditional indoor rollator?
- Which backrest should I choose?
- Which tyres should I choose for the Trionic Walker?
- Who Should Use a Rollator?
- Why must all wheels be on the ground when walking with a rollator?
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Folding Stool
- Can I use my folding stool as a portable step stool?
- Can the folding stool be used in the sand?
- How do I know which Trionic Comfort stool to order?
- How do you mean when the folding stool offers two sitting positions?
- What are the Folding stool Steady bands for?
- What can I do if a leg squeaks when folding out?
- What to do if the lower leg detaches when retracting it?
- Why does the 3-legged folding stool have such high maximum weight capacities?
- Why won't one lower leg of my stool collapse (fold) into the upper leg, and what can be done?
Troubleshooting
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Veloped
- How do I do service & maintenance on my Trionic Veloped?
- How do I replace the grips on a Veloped from 2008-2014?
- How to lower/raise the grip bar on the Veloped?
- Is it possible to rebuild a Veloped from 12" to 14"?
- My Veloped folding push-button won't hold or stays pressed in – what can I do?
- The Trionic Climbing Wheel fell off and I can't get it to hold on anymore. What do I do now?
- What if I have trouble making turns and steering my Veloped?
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Walker
- How do I assemble the Syncro Steering Strap?
- How do I attach the red strap to the Trionic Walker?
- How do I center the Trionic brake?
- How do I change the seat on the Trionic Walker?
- How do I fix a creaky sound on my Walker?
- How do I replace the latch on a Trionic Walker?
- How to adjust the Trionic Walker Syncro Steering?
- How to remove and replace the tyre on 9-type Walker?
- My Walker is hard to fold, or the folding lock is jammed – what can I do?
- The front right Walker wheel has started to wobble and turn sideways?
- Unfortunately, the wheel squeaks a lot when I walk. What can I do?
- What maintenance does a Trionic rollator require?
- What should I do if there is a ticking noise in the Trionic Walker when I turn?
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Services
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Brakes
- How can I remove the cable/cable head from the brake lever?
- How do I adjust the brake cable tension on my Veloped/Walker?
- How do I adjust the brakes on my Veloped/Walker?
- How do I remove/attach the brake hub on a Trionic?
- My brake is worn out, how do I change it?
- The brake lever on one side has no braking impact?