{"id":1143,"date":"2019-08-14T17:55:34","date_gmt":"2019-08-14T15:55:34","guid":{"rendered":"https:\/\/www.itsmybike.de\/faq\/"},"modified":"2026-03-26T12:50:23","modified_gmt":"2026-03-26T11:50:23","slug":"faq","status":"publish","type":"page","link":"https:\/\/itsmybike.com\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"

[vc_row bg_type=”grad” bg_override=”ex-full” type=”vc_default” css=”.vc_custom_1558615890383{padding-top: 80px !important;padding-bottom: 140px !important;}” bg_grad=”background: -webkit-gradient(linear, left top, left bottom, color-stop(0%, #F7F7F7), color-stop(100%, #FFFFFF));background: -moz-linear-gradient(top,#F7F7F7 0%,#FFFFFF 100%);background: -webkit-linear-gradient(top,#F7F7F7 0%,#FFFFFF 100%);background: -o-linear-gradient(top,#F7F7F7 0%,#FFFFFF 100%);background: -ms-linear-gradient(top,#F7F7F7 0%,#FFFFFF 100%);background: linear-gradient(top,#F7F7F7 0%,#FFFFFF 100%);”][vc_column css_animation=”fadeInRight” width=”2\/3″ el_id=”faq”]

<\/div>

FAQ<\/h1><\/div>
Frequently asked questions<\/div><\/div>[vc_column_text css=””]Got a question about IT’S MY BIKE? We hope that our FAQ section has already helped you. If your question is still unanswered, please contact us using the contact form.[\/vc_column_text]
<\/div>
Technology<\/div><\/div>[vc_toggle title=”How exactly does IT\u2019S MY BIKE tracking work?” style=”simple” size=”lg” css_animation=”none” css=””]Our retail partner will fit the IT\u2019S 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\u2018S MY BIKE app. We use the new narrow band Internet of Things (NB-IoT) radio standard to provide this service.[\/vc_toggle][vc_toggle title=”What does the new NB-IoT radio technology offer?” style=”simple” size=”lg” css_animation=”none”]NB-IoT is an LTE sub-standard with a significantly higher transmitting capacity than conventional LTE. Compared with known wireless technologies such as GSM, GPRS and LTE, 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-<\/span>[\/vc_toggle][vc_toggle title=”How secure is its radio transmission” style=”simple” size=”lg” css_animation=”none”]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. <\/span>[\/vc_toggle][vc_toggle title=”How secure is the tracking method?” style=”simple” size=”lg” css_animation=”none”]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.[\/vc_toggle][vc_toggle title=”Can the tracker battery discharge?” style=”simple” size=”lg” css_animation=”none” css=””]The tracker features an internal rechargeable battery which ensures operation for up to five months in standby mode (i.e. without moving) when fully charged. The battery starts charging as soon as you switch on your e-bike.[\/vc_toggle][vc_toggle title=”How long does it take to fully charge the battery?” style=”simple” size=”lg” css_animation=”none”]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\u2019S MY BIKE app. It\u2019s 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.[\/vc_toggle][vc_toggle title=”How long does the e-bike emit its position when it’s not switched on?” style=”simple” size=”lg” css_animation=”none” css=””]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.[\/vc_toggle][vc_toggle title=”What bicycles can incorporate the technology and service?” style=”simple” size=”lg” css_animation=”none” el_class=”hidden”]A few manufacturers already offer our technology in selected model series as standard. Ask your bicycle retailer or contact us directly if the retailer is unable to answer your question. Trackers can also be retrofit.[\/vc_toggle][vc_toggle title=”Can I retrofit the technology?” style=”simple” size=”lg” css_animation=”none”]A bicycle retailer can easily retrofit the tracker.[\/vc_toggle][vc_toggle title=”How do I know when a tracker is defective?” style=”simple” size=”lg” css_animation=”none”]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.\u00a0A hardware defect may also be the cause. In case of doubt, contact your specialist retailer.
\n[\/vc_toggle][vc_toggle title=”How does IT’S MY BIKE differ from existing products on offer?” style=”simple” size=”lg” css_animation=”none” css=””]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 crash detection and notification.[\/vc_toggle]
<\/div>
Assembly\/Motors<\/div><\/div>[vc_toggle title=”Where exactly is the tracker installed?” style=”simple” size=”lg” css_animation=”none”]Retailers fit the IT\u2019S MY BIKE module into the e-bike\u2019s 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. <\/span>The e-bike rider can then choose to attach the sticker to deter thieves if they wish.<\/span>\u00a0 <\/span>[\/vc_toggle][vc_toggle title=”Is it easy for a thief to simply remove or destroy the tracking module?” style=”simple” size=”lg” css_animation=”none”]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. <\/span>[\/vc_toggle][vc_toggle title=”Can the IT\u2019S MY BIKE tracker be fitted to all e-bikes?” style=”simple” size=”lg” css_animation=”none”]All that is required is a power supply of five to fourteen volts and the necessary installation space. The tracker can be fitted to all Bosch motors with a standard Generation 2, 3 or 4 plastic cover. Bicycle retailers can also fit the tracker to most other motors. Retailers can help you if you have any questions.<\/span>[\/vc_toggle][vc_toggle title=”My e-bike has no tail light. Can I still use the tracker?” style=”simple” size=”lg” css_animation=”none”]Yes, that is possible. However, since the tracker must be connected to the power supply, you need an extra cable for this. Please ask your dealer about this.[\/vc_toggle][vc_toggle title=”Is the motor warranty still valid if you have the tracker fitted?” style=”simple” size=”lg” css_animation=”none”]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.[\/vc_toggle][vc_toggle title=”Is there an assembly instruction?” style=”simple” size=”lg” css_animation=”none”]Yes. It is intended for the retailer and is enclosed in the packaging.[\/vc_toggle][vc_toggle title=”Won’t the tracker be easy for thieves to remove?” style=”simple” size=”lg” css_animation=”none”]A disassembly is of course possible, but it requires special tools and time. Thieves prefer fast prey and do not want to tamper with the stolen goods for a long time. In fact this has never happened in our practice before.[\/vc_toggle]
<\/div>
Data network<\/div><\/div>[vc_toggle title=”Are there any areas where the tracker will not work?” style=”simple” size=”lg” css_animation=”none”]The NB-IoT network is already available almost nationwide in Germany. Due to its greater range and better building penetration, NB-IoT is then the technology with the best coverage and thus superior to other radio standards (such as 2G (GSM)\/3G (UMTS)) as a solution for searching and finding stolen bicycles.[\/vc_toggle][vc_toggle title=”Will my tracker work outside Germany?” style=”simple” size=”lg” css_animation=”none”]The tracker works in Germany, the Netherlands, Switzerland, Austria, Denmark, Spain, Italy, Hungary, the Czech Republic, Belgium, Finland, France, Greece, Norway and the UK.[\/vc_toggle][vc_toggle title=”Do I require a SIM card?” style=”simple” size=”lg” css_animation=”none”]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.[\/vc_toggle]
<\/div>
App<\/div><\/div>[vc_toggle title=”What operating systems can users run the app on?” style=”simple” size=”lg” css_animation=”none”]The IT\u2019S MY BIKE app is available for iOS and Android. You need to have iOS 7 or higher on an iPhone and Android 5.0 or higher on an Android device to ensure the tracker functions correctly.[\/vc_toggle][vc_toggle title=”How can I download the app?” style=”simple” size=”lg” css_animation=”none”]Users can download the IT\u2019S MY BIKE app from the App Store (Apple iOS) and the Android Playstore.[\/vc_toggle][vc_toggle title=”What languages is the app available in?” style=”simple” size=”lg” css_animation=”none”]Currently in German, English and Dutch.[\/vc_toggle][vc_toggle title=”How do I register my e-bike?” style=”simple” size=”lg” css_animation=”none”]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\u2019S MY BIKE app can access your location.[\/vc_toggle][vc_toggle title=”How can a new user register the e-bike when it is sold?” style=”simple” size=”lg”]The new owner can register the e-bike in the IT’S MY BIKE app using the original QR code (which was supplied when the tracker was purchased). You can easily unlock the e-bike in your app by clicking “Edit Bike”. Once you have unlocked the e-bike, you will not be able to retrieve your location.[\/vc_toggle][vc_toggle title=”What action do I need to take if my e-bike has been stolen?” style=”simple” size=”lg” css_animation=”none”]You can report your e-bike as stolen in the IT’S MY BIKE app. You will then be asked – if possible – to provide information about the course of events. The app will then generate a document containing all the details of the data you entered in the app and the theft, including a link to the live position of your e-bike. You can download the document and print it out if you wish, and it will also be sent to us automatically. With the help of the information you provide, we will support you in the recovery of your e-bike. In any case, you should immediately inform the police about the 110 about the theft and file a criminal complaint. Our document can help you with this.[\/vc_toggle][vc_toggle title=”I have lost my QR Code. How do I get a new one?” style=”simple” size=”lg”]If you lose your QR code and would like to link your e-bike to another or new account (for example, when you sell your e-bike), please feel free to contact our support. You will then be sent a new code.[\/vc_toggle][vc_toggle title=”Can I also access the app from a PC, desktop or tablet?” style=”simple” size=”lg” css_animation=”none”]No. It\u2019s not designed for such use.[\/vc_toggle][vc_toggle title=”Can the IT’S MY BIKE application be integrated into other digital bicycle apps?” style=”simple” size=”lg” css_animation=”none”]Yes. IT\u2019S MY BIKE\u00a0features an open, documented API interface which can be used to integrate all data into other applications. App developers can use this API.[\/vc_toggle][vc_toggle title=”On my e-bike, a person icon with a number appears in the app. What does it mean?” style=”simple” size=”lg” css_animation=”none”]This icon shows you that other people have access to your device, i.e. to the location of your e-bike. This can be the case if you have given your access key to a family member, for example, so that you can track each other. If you have not passed on your access key, please contact info@itsmybike.com .[\/vc_toggle][vc_toggle title=”The location of my e-bike is not always shown exactly where my bike is actually located. Why is that?” style=”simple” size=”lg” css_animation=”none”]Unfortunately with GPS points, the location can always be slightly different, especially if the e-bike is parked near a house wall. In the case of theft, our team also analyzes the accuracy of the GPS data to determine the exact parking location. This data is not visible in the app. A GPS inaccuracy by updating the app is not possible.[\/vc_toggle][vc_toggle title=”When does the tracker start recording my journeys?” style=”simple” size=”lg” css_animation=”none”]As soon as you have added your e-bike to the app, your rides are recorded and displayed in the app. Previous rides (e.g. by previous owners) are not visible to you.[\/vc_toggle]
<\/div>
Service World<\/div><\/div>[vc_toggle title=”What services are available in the app?” style=”simple” size=”lg” css_animation=”none” css=””]In addition to tracking your e-bike, the app also provides theft protection, recovery and ride statistics free of charge. You can also book discounted insurance packages through our partner Alteos directly in the app. The offer is completed by our digital Crash Detection.[\/vc_toggle][vc_toggle title=”When does the service become available after purchase?” style=”simple” size=”lg” css_animation=”none”]The tracker is active 24 hours after purchase.[\/vc_toggle]
<\/div>
Crash Detection<\/div><\/div>[vc_toggle title=”How does the Crash Detection work?” style=”simple” size=”lg” css_animation=”none” css=””]<\/p>\n

Our IT’S MY BIKE tracker uses algorithms to detect if you are involved in an accident with your e-bike. You can add one or two friends or family members as contacts in the app, who will then be informed of your accident and the place where it occurred by text message. The scene of the accident is identified using GPS location data that your tracker transmits.<\/p>\n

[\/vc_toggle][vc_toggle title=”Is the Crash Detection subject to a fee?” style=”simple” size=”lg” css_animation=”none” css=””]<\/p>\n

No, the service is included and can thus be used free of charge.<\/p>\n

[\/vc_toggle][vc_toggle title=”How do I activate the service?” style=”simple” size=”lg” css_animation=”none” css=””]<\/p>\n

You need to click on Crash Detection<\/em>\u00a0in services in the app. You will then need to calibrate your tracker and add your emergency contacts. Just follow the step-by-step instructions in the app.<\/p>\n

[\/vc_toggle][vc_toggle title=”Is the Crash Detection available twenty-four hours a day?” style=”simple” size=”lg” css_animation=”none” css=””]<\/p>\n

Yes, it is a 24\/7 service.<\/p>\n

[\/vc_toggle][vc_toggle title=”Does the Crash Detection work outside Germany?” style=”simple” size=”lg” css_animation=”none” css=””]<\/p>\n

Yes. Your contacts will also receive a text message in the event of an accident outside Germany.<\/p>\n

[\/vc_toggle][vc_toggle title=”What do I need to do to use it?” style=”simple” size=”lg” css_animation=”none” css=””]<\/p>\n

The Crash Detection 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 and<\/strong> the motor is switched on. You need to switch on the light if permanent light mode is not programmed on your bike. An additional cable is required for e-bikes without a light.<\/p>\n

[\/vc_toggle][vc_toggle title=”What happens if my tracker has no coverage?” style=”simple” size=”lg” css_animation=”none” css=””]<\/p>\n

If your tracker has no coverage, an accident will not 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.<\/p>\n

[\/vc_toggle]

<\/div>
Costs<\/div><\/div>[vc_toggle title=”How much does the tracker cost?” style=”simple” size=”lg” css_animation=”none”]199 euros (RRP) for three years or 249 euros for five years. The price includes the hardware, use of the app and data transmission.[\/vc_toggle][vc_toggle title=”How can I extend the service period?” style=”simple” size=”lg” css_animation=”none” css=””]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\u2019S MY BIKE website in the future, although purchase is not yet available.[\/vc_toggle][vc_toggle title=”Can I combine the tracker with insurance?” style=”simple” size=”lg” css_animation=”none” css=””]With our tracker and app, you can take out discounted e-bike insurance packages <\/a>with GPS coverage directly with our partner Alteos.[\/vc_toggle]
<\/div>
Bicycles<\/span><\/div><\/div>[vc_toggle title=”Is the system also available for motorless bicycles?” style=”simple” size=”lg” css_animation=”none”]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.[\/vc_toggle]
<\/div>
Motorbikes<\/div><\/div>[vc_toggle title=”Is the system also available for motorbikes?” style=”simple” size=”lg” css_animation=”none”]Not at the moment.[\/vc_toggle]
<\/div>
Purchase<\/div><\/div>[vc_toggle title=”Where can I buy IT’S MY BIKE-Tracker?” style=”simple” size=”lg” css_animation=”none” css=””]We work exclusively with bicycle manufacturers for original equipment and with specialist bicycle dealers for aftermarket products. You can use our dealer locator to find a suitable retrofit dealer. You can access the dealer locator here<\/a>.[\/vc_toggle][vc_toggle title=”How can I find a specialist retailer?” style=”simple” size=”lg” css_animation=”none” css=””]The dealer network is currently under development. To find a dealer near you, use our our dealer locator<\/u><\/a>. Or contact us at info@itsmybike.com<\/a> with the name and location of your dealer. We will contact them and coordinate the next steps. If necessary, we will also inform you of an alternative dealer who already represents IT’S MY BIKE.[\/vc_toggle][vc_toggle title=”Can I also order the tracker on the Internet?” style=”simple” size=”lg” css_animation=”none”]Unfortunately, you cannot.[\/vc_toggle][vc_toggle title=”What kind of warranty does IT’S MY BIKE offer for the tracker?” style=”simple” size=”lg” css_animation=”none”]We provide a statutory warranty of twenty-four months.[\/vc_toggle]
<\/div>
Dealer<\/span><\/div><\/div>[vc_toggle title=”I\u2019d like to become an IT\u2019S MY BIKE specialist retailer. What does a cooperative partnership involve?” style=”simple” size=”lg” css_animation=”none”]Please get in touch with us at info@itsmybike.de<\/a> for more information. We will then be glad to contact you.[\/vc_toggle][vc_toggle title=”What is the minimum order quantity for dealers?” style=”simple” size=”lg” css_animation=”none”]The minimum order quantity is 1 packaging unit (PU). One PU contains 5 IT’S MY BIKE trackers. A single order of the trackers is unfortunately not possible.[\/vc_toggle][vc_toggle title=”What is the ZEG article number for IT’S MY BIKE?” style=”simple” size=”lg” css_animation=”none”]070-50104
\nAbbreviation: 5 IT\u00b4S MY BIKE-GPS-Tracker (1 VPE)[\/vc_toggle]
<\/div>
Data privacy<\/div><\/div>[vc_toggle title=”What data are collected? How, where and when are they collected?” style=”simple” size=”lg” css_animation=”none”]All the data required for our services are transmitted to our servers. These include locations, information on bicycle movement, battery levels and network information.[\/vc_toggle][vc_toggle title=”Are my personal data also collected? If so, how are they protected?” style=”simple” size=”lg” css_animation=”none”]The collected data are personal data as per the General Data Protection Regulation. That is why we have an extensive data privacy<\/a> 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.[\/vc_toggle][\/vc_column][vc_column css_animation=”fadeInLeft” width=”1\/3″ css=”.vc_custom_1594653181559{padding-bottom: 30px !important;background-position: 0 0 !important;background-repeat: no-repeat !important;}” offset=”vc_col-sm-offset-0″]
\n
\n\t\"null\"\n<\/div><\/div><\/div>[\/vc_column][\/vc_row][vc_row css=”.vc_custom_1745401898273{padding-top: 50px !important;padding-bottom: 30px !important;}” el_id=”contactform”][vc_column width=”2\/3″ el_id=”form”]
<\/div>
Any questions?<\/span><\/div>
<\/p>\n

Then let’s go.<\/h3>\n

<\/div><\/div>[vc_column_text css=””]