FAQ

Frequently asked questions

Do you have a question about IT’S MY BIKE? We hope our FAQs section can provide you with a quick answer. Use our contact form to get in touch if you are unable to find an answer to your question.

Technology

How exactly does IT'S MY BIKE tracking work?

Our retail partner will fit the IT’S MY BIKE tracking module into your e-bike. A GPS signal can then determine its position. This position is transmitted via mobile radio and displayed on the IT‘S MY BIKE app. We use the new narrow band Internet of Things (NB-IoT) radio standard to provide this service.

What does the new NB-IoT radio technology offer?

NB-IoT is an LTE sub-standard with a significantly higher transmitting capacity than conventional LTE. Compared to established wireless technologies such as 2G (GSM) and 3G (UMTS), it offers considerable advantages thanks to a greater range, a longer battery life, lower costs and more effective building penetration. This solution also outperforms existing products in terms of security and robustness. NB-IoT and 2G/3G provide similar area coverage but NB-IoT offers the most effective coverage of all wireless technologies.

How secure is its radio transmission?

NB-IoT is based on LTE authentication and encryption and is thus just as secure as a mobile telephone. NB-IoT provides reciprocal authentication for the device and the network and encrypts the data traffic between the device and the core network. The secure, encrypted data transmission from devices entails logging onto the radio network with an individual device identity.

How fast & accurate is the tracking method?

As with all GPS systems, tracking depends on being able to receive a signal. This may mean inaccuracies, including incorrect reception, due to phenomena such as shadowing effects. If GPS signal reception is possible, it may take a few minutes until location is first determined. This depends on factors such as how long the bicycle has not been in use.

Maximum signal precision is guaranteed whenever your e-bike is outdoors. If your e-bike is moved inside a building after being stolen, we can identify which building your e-bike is situated based on the last location it transmitted.

Can the tracker battery discharge?

The tracker features an internal rechargeable battery which ensures operation for up to five months in stand-by mode (i.e. without moving) when fully charged. The battery starts charging as soon as you switch on your e-bike.

How long does it take to fully charge the battery?

An empty battery takes two hours to charge fully. When the e-bike is used as normal with power assistance, the battery does not need to be actively charged by switching on the bike. You can check the battery charge level on the IT’S MY BIKE app. It’s a good idea to top up the IT’S MY BIKE tracker battery by activating the e-bike if it’s not used for a longer period of time.

How long does the e-bike emit its position when it's not switched on?

Up to five months in standby mode, i.e. it’s not used. If the bicycle is moved, it emits its positions for up to eight hours. The duration varies depending on the reception quality, which is generally very good in densely populated areas.

Can I retrofit the technology?

A bicycle retailer can easily retrofit the tracker.

How do I know when a tracker is defective?

There are many potential reasons why your tracker is not working. First, check whether the battery is charged. GPS localisation may take up to ten minutes due to the system at times. A hardware defect may also be the cause. In case of doubt, contact your specialist retailer.

How does IT'S MY BIKE differ from existing products on offer?

IT’S MY BIKE uses the NB-IoT radio standard and this brings the advantage that data transmission requires significantly less energy and is cheaper. It is also able to emit signals from basements or underground garages, where other solutions have no coverage. More services are planned in addition to mere anti-theft protection. These include fall detection and notification.

Installation & motors

Where exactly is the tracker installed?

Retailers fit the IT’S MY BIKE module into the e-bike’s motor housing. It cannot be seen from the outside and makes no noise while in operation. We also provide additional anti-theft protection in the form of a sticker which informs potential thieves that the bicycle is being tracked. The e-bike rider can then choose to attach the sticker to deter thieves if they wish. 

Is it easy for a thief to simply remove or destroy the tracking module?

The tracking module is fitted into the e-bike. It can only be removed with tools and it takes time to detach it. A motion sensor will detect any tampering with the bicycle. In such cases, the sensor sends the e-bike owner a warning message on their mobile phone.

Can the IT’S MY BIKE tracker be fitted to all e-bikes?

A power supply between five and fourteen volts is required to deliver an output of 3.4 W. It is suitable for the rear light in most cases. Your retailer will programme your rear light to permanent mode. The installation space required for the tracker is available for all Bosch motors with a standard Generation 2, 3 or 4 plastic cover, thus ensuring installation is possible. Bicycle retailers can also fit the tracker to most other motors. Retailers can help you if you have any questions.

My e-bike has no taillight. Can I still mount the tracker?

Yes, it’s possible. But since the tracker has to be connected to the power supply, you need an extra cable for this. Please ask your dealer for more information.

Is the motor warranty still valid if you have the tracker fitted?

The tracker is an attachment part and not an installation part. The manufacturer warranty is therefore not affected.

The retailer will install the tracker as they will do it correctly. Bike owners are not meant to install it themselves and it may malfunction if they do. The IT’S MY BIKE manufacturer warranty is void in such cases.

Is there an installation manual?

Yes. It is intended for the retailer and is enclosed in the packaging.

Won’t thieves simply remove the tracker?

Obviously, in theory, it is possible to remove the tracker but it takes time and thieves would need a special tool. Thieves prefer to steal something quickly and don’t want to be seen tampering with stolen property for a long time. This has never actually happened in our experience.

Data network

Are there any areas where the tracker will not work?

The NB-IoT network is already available across almost all of Germany – roll-out should be complete by the end of 2020. Thanks to its wider range and more effective building penetration, NB-IoT is the technology which offers the best coverage, outperforming other wireless standards such as 2G (GSM) and 3G (UMTS) as a solution for seeking and finding stolen bicycles.

Will my tracker work outside Germany?

The tracker works in Germany, Spain, Denmark, Austria, Italy, Hungary, Portugal, Romania, the UK, the Czech Republic, Belgium and the Netherlands. It will also be available for use in Luxembourg and Switzerland by the end of 2020.

Do I require a SIM card?

A SIM card is already permanently installed in the tracker. As a user, you do not need a separate mobile phone contract since we handle all the contractual arrangements with the network operators.

App

What operating systems can users run the app on?

The IT’S MY BIKE app is available for iOS and Android. You need to have iOS 10.0 or higher on an iPhone and Android 5.0 or higher on an Android device to ensure the tracker functions correctly.

How can I download the app?

Users can download the IT’S MY BIKE app from the App Store (Apple iOS) and the Android Playstore.

What languages is the app available in?

Currently in German, English and Dutch.

How do I register my e-bike?

You scan the QR code which you receive when you acquire the tracker. This is the key to our service as it were. Keep the QR code in a secure place. You should be aware that anyone who scans the code with the IT’S MY BIKE app can access your location.

How can a new user register the e-bike at sale?

The new owner can register the e-bike in the IT’S MY BIKE app using the original QR code (supplied with the tracker). You can easily uncouple the e-bike in your app by clicking “Edit Bike”. Once you’ve uncoupled the e-bike, you won’t be able to retrieve a location.

I lost my QR code. How do I get a new one?

If you lose your QR code and would like to link your e-bike to another or new account (for example, if you sell your e-bike), you are welcome to contact our support. A new code will then be sent to you.

What action do I need to take if my e-bike has been stolen?

You can use the IT‘S MY BIKE app to trigger a direct, automatic message to the police and transmit the location data. You can also use the app to provide details of the theft where possible. The police report, including the link to the e-bike’s live position, is also prepared ready to be sent or printed out. You can see the exact process in the app.

Can I also access the app from a PC, desktop or tablet?

No. It’s not designed for such use.

Can the IT'S MY BIKE application be integrated into other digital bicycle apps?

Yes. IT’S MY BIKE features an open, documented API interface which can be used to integrate all data into other applications. App developers can use this API.

A person icon with a number has appeared next to my e-bike in the app. What does that mean?

This icon tells you that other people have access to your bike, i.e. to where your e-bike is located. This may be the case if you have given your access key to a family member, so that you can track one another, for example. Please contact info@itsmybike.com if you haven’t given your access key to anyone.

My e-bike’s location does not always show exactly where my e-bike actually is. Why is that?

Unfortunately, GPS coordinates might show a slightly different location at any time, especially if your e-bike is parked near the wall of a building. In the event of a theft, our team will analyse the accuracy of GPS data to determine the precise location where it is parked, among other things. This data cannot be seen on the app. Updating the app won’t give you more accurate GPS data either.

When will the tracker start recording my rides?

Your rides will be recorded and mapped in the app as soon as you have added your e-bike to the app. You cannot see any previous rides, including any rides that former owners took.

Service World

What services does the app offer?

Besides tracking your e-bike, the app also provides you with anti-theft protection, bike recovery and ride statistics free of charge. You can also take out highly affordable insurance packages from our partner Alteos directly in the App. The service range is made complete with our paid premium service, the digital emergency assistant. We are planning to add a private e-bike sharing scheme to the app when we next extend the service range.

When does the service become available after purchase?

The tracker is active 24 hours after purchase.

Emergency assistant

How does the emergency assistant work?

Our IT’S MY BIKE tracker uses algorithms to detect if you have a fall with your e-bike. A control centre will try to contact you and send emergency services to the accident location in an emergency. The scene of the accident is identified using GPS location data that your tracker transmits.

How much does the emergency assistant cost?

Subscription to use the service costs 1.99 euros a month. There are no other costs, such as fees for initial registration. We offer a free, three-month trial subscription, so that you can try out the service first under no obligation.

How can I cancel the subscription?

You can cancel the emergency assistant easily up to the last calendar day of each month. Cancellation will take effect at the start of the following month.

I’m using the emergency assistant trial subscription. Is the service automatically renewed and subject to a fee?

Yes, the service is automatically renewed if  you do not cancel it within the trial subscription period.

Can I sign up for the emergency assistant again after cancelling?

Yes, please do. You can simply re-register for the service in the app. However, you can only sign up for a trial subscription once.

Can I also connect and use the emergency assistant with my own private contacts?

Unfortunately, you cannot. We want our users to receive the professional assistance that they need directly in the event of an accident.

How do I sign up and pay for the service?

It’s very easy sign up for subscription – just use the app on your smartphone. You can choose between PayPal, credit card and direct debit to make payments. You can select the method when you subscribe for the first time. You then pay 1.99 euros on a monthly basis.

Does the emergency assistant work outside Germany?

No. The emergency assistant is only available in Germany for the time being.

Is the emergency assistant available twenty-four hours a day?

Yes, this is a 24/7 service.

What do I need to do to use it?

The emergency assistant in your bike will only work if the bike supplies it with power. This is the case if your bike is programmed to permanent light mode or the motor is switched on. The light needs to be switched on for bikes without permanent light mode. An additional cable is required for e-bikes without a light.

What happens if I don’t have my mobile phone with me and the service is activated due to a fall?

In the event of an accident, the control centre will try to contact on the phone number indicated in the app. As it won’t be able to contact you, it will send emergency services to your bike’s last known position.

Can I trigger the emergency assistant manually?

Yes, there is an emergency button in the app. We therefore recommend taking the mobile phone which contains the call number for the emergency assistant with you at all times.

Can I cancel the assistance if I realise too late that the control centre has not reached me?

No, as soon as the alarm has been activated (i.e. not reached or activated manually using the emergency button), emergency services will be on their way to the scene of the accident.

How quickly will assistance come to my aid?

There is no single answer to this question. It depends on the distance from the nearest emergency services base and on the access routes to the accident location – you may be in a forest, for example.

What happens if my tracker has no coverage?

If you tracker has no coverage, a fall cannot be registered since no data can be transmitted. However, information from mobile phone providers indicates that our technology offers 98% coverage in its area of use.

Costs

How much does the tracker cost?

199 euros (RRP) for three years or 249 euros for five years. The price includes the hardware, use of the app and data transmission.

How can I purchase an extension to connectivity?

An extension is easily acquired and costs 49 euros for an additional year. The price for three years is 99 euros. It will be possible to purchase an extension directly on the IT’S MY BIKE website in the future, although purchase is not yet available.

You can buy a GPS tracker for 40 euros. Why the high price?

There are cheaper GPS tracker systems, of course, but they are not devices which have been specifically developed for e-bikes nor are they solutions which function free of errors in the European region. Trackers for e-bikes are specially developed and need to meet a variety of requirements for items such as battery life and the GPS tracker.

Can I combine the tracker with insurance?

Our tracker and app allow you to take out inexpensive insurance packages for an e-bike insurance policy with GPS protection directly from our partner Alteos.

Bicycles

Is the system also available for motorless bicycles?

Not yet since we need power supply from the e-bike battery. We also want to develop a solution for non-motorised bicycles if there is sufficient demand.

Motorbikes

Is the system also available for motorbikes?

Not at the moment.

Purchase

Where can I buy the e-bike GPS tracker?

We work exclusively with bicycle manufacturers for original equipment and with bicycle retailers for retrofits. You can find a suitable retailer for retrofitting using our retailer search.

How can I find a specialist retailer?

We are currently building up the specialist retailer network. You can find a suitable retailer using our retailer search. Or get in touch with us at info@itsmybike.com and tell us your retailer’s name and location. We’ll contact the retailer and coordinate the next steps. If needs be, we will also give you the name of an alternative retailer who already represents IT´S MY BIKE.

Can I also order the tracker on the Internet?

Unfortunately, you cannot. The tracker may only be fitted at a bicycle dealer’s to ensure it is fitted correctly. The bicycle dealer also needs to activate the tracker on a separate portal.

What kind of warranty does IT'S MY BIKE offer for the tracker?

We provide a statutory warranty of twenty-four months.

Dealer

I’d like to become an IT’S MY BIKE specialist retailer. What does a cooperative partnership involve?

Please get in touch with us at info@itsmybike.de for more information. We will then be glad to contact you.

What is the minimum order for dealers?

The minimum order is one packaging unit. A packaging unit contains five IT’S MY BIKE trackers. Unfortunately, it’s not possible to order a single tracker.

What are the ZEG item codes for IT’S MY BIKE?

070-50104
Short description: 5 IT´S MY BIKE GPS trackers (1 packaging unit)

 

There is also a point of sale (PoS) marketing package.

Item code: 070-50106

PoS marketing pack (free) (for dealers only)

This contains

  • 40 customer leaflets
  • 10 promotional stickers
  • 1 premium sticker
  • 1 counter display
Data privacy

What data are collected? How, where and when are they collected?

All the data required for our services are transmitted to our servers. These include locations, information on bicycle movement, battery levels and network information.

Are my personal data also collected? If so, how are they protected?

The collected data are personal data as per the General Data Protection Regulation. That is why we have an extensive data privacy agreement in line with legal requirements, which you must accept before using our services. You’ll find detailed information on our data privacy agreements on our website and in the IT’S MY BIKE app.

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Any questions?

Let’s go.

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Are you a bike dealer or manufacturer?

Do you have any questions about our product or dealer network? Contact us directly by phone, by email or use the contact form. We’ll be glad to help you.