If you accidentally lose the keys to your new e-bike, don't worry. We will do our best to help you solve the problem. Please follow the steps below so we can reissue the appropriate key for your e-bike.
You can find the keys strapped to the handlebar of your new e-bike.
Lose the Keys
If you cannot find the keys on the handlebar or you lose your keys, please follow these steps so we can reformulate the keys for your e-bike.
1. Find Keyhole Number
Please look for the keyhole number on the e-bike carefully. The keyhole number is located at the keyhole side and has a numbered identifier. If you cannot find the keyhole number, please feel free to contact us.
2. Place An Order
- Click HERE to place an order for the replacement key.
- Please provide the serial number around the lock hole and your e-bike order number while placing the order. Also, if you buy from our bike shop, please provide proof of purchase.
3. Verify Information
To ensure security and ownership, we will verify your identity. Shortly after you contact us, our customer service team will contact you to confirm that you are the rightful owner of the e-bike.
4. Make the Keys
Once your identity is verified, we will immediately reformulate your e-bike's keys. This process may take some time, but we will do our best to resolve the issue for you as quickly as possible.
How long does it take to receive the replacement key?
Generally, customers can expect to receive the replacement key within 10-35 days after placing the order. The delivery time may vary depending on your location and shipping method.
- Please contact us as soon as possible after the keys are missing to avoid potential security risks.
- Please keep your keyhole number properly to protect your rights and prevent information leakage or loss.
We thank you for choosing our e-bike sincerely and understanding the inconvenience that may arise in the event of an unexpected incident. We will be happy to provide you with quality service to ensure that you can restore the everyday use of the e-bike as soon as possible.
If you have any questions or need further assistance, please feel free to contact us. Thank you for your trust and support!