Dealer FAQ

https://shop.itsmybike.com/

Please create only one account for the dealer shop so that the account is linked to your master data and remains updated. You can view and update your master data in your account at any time.

• 3 years - 100 Euro per tracker; 500 Euro per sales unit (5 trackers)
• 5 years - 120 Euro per tracker; 600 Euro per sales unit (5 trackers)

Directly from ALTEOS:

https://www.alteos.com/haendler/bike

First, expose the engine by removing the plastic cover.

Locate and check the rear light cable and remove the plug from the socket. Loosen the cable generously behind the plug. Strip some insulation from the cables on the plug and tracker side and reconnect the red and black cables in the Scotchloks (plastic clips) supplied and then press them together firmly with pliers. The internal conductive fluid will take a few seconds to cure.

Caution! Use a minimum of 6V and a maximum of 13V!

Mounting under metal and carbon may result in very poor GPS accuracy. The GPS accuracy should always be tested on a case-by-case basis - please contact us.

The tracker is then stored in the space provided (behind the engine cover). Make sure that the side with the antenna is facing away from the bike and towards the plastic cover. This side is marked by the white sticker on the tracker. Otherwise, the signal will be blocked and the tracker will not be able to send GPS points. Then reattach the engine cover to the bike.

Other locations must be agreed with our team.

Yes, in addition to the tracker with universal cable, we also offer other solutions:

• LPP cable (Bosch Gen 4)
• Third party plug (Bosch Gen 3)

In our QA tool (verification tool) you have the option to check the correct functioning of the tracker. However, this is only possible after the tracker has been activated.

You can access the QA tool here: itsmybike.cloud/qs

You can check trackers yourself using our QA tool: itsmybike.cloud/qs

Please enter the serial number of the tracker you want to check into the tool and check the following points:

• Power supply must be on for no more than 15 minutes before viewing in the tool
• GPS should be available (only available if there is an active service on the tracker)
• SIM status: if the SIM status is inactive, please contact our support team

If the desired tracker is not available for activation, this may be due to the following reasons:

No access code has been added (common)

The tracker already has a service (rare)

The access code is included with each order. We recommend that you assign the access code to your account/store directly in the Dealer Portal upon receipt of delivery to avoid delays in installation or sales.

The most common causes of this are:

• The tracker may be deeply discharged due to prolonged storage. Charge the tracker using an external charger (note: 9-12 volts). If charging is not possible, please contact support.
• The tracker is not receiving GPS. Check the installation situation.
• No service booking has been activated/stored for the tracker. Activate the tracker in the system.

You can provide the customer with the following assistance or support:

• The customer should take the bike outside for at least 20 minutes and switch it on so that the tracker gets power. At the same time, check the functionality of the tracker in the QA tool.
• The location of the tracker may be sub-optimal. It may be necessary to re-evaluate the installation situation and, if in doubt, make a change.

Check the tracker in the QA tool for power and an active SIM card If you are still unable to receive a GPS signal, please contact our support team.

This can happen for the following reasons

• The tracker has no GPS reception due to installation (see above for help).
• The tracker has never been used outside of a building.
• The customer drives too short a distance (<10 minutes) so these are not recorded
• If the tracker is not fully charged when sold, it should be driven outside for at least 30 minutes for an initial GPS.

You can provide the following assistance or support to the customer:

• The customer should take the bike outside for at least 20 minutes and switch it on so that the tracker gets power. At the same time, check the functionality of the tracker in the QA tool.
• Check that the wiring is intact. ATTENTION: The cable must not be stripped for Scotchloks.
• Depending on the length of storage, the tracker’s battery may not be fully functional. If in doubt, contact support.

The purchase prices (EK) are as follows:

• For a three-year contract, the purchase price is €105 per unit.
• For a five-year contract, the purchase price is €125 per unit.

One particular advantage of this system is its ability to read out CAN data. This enables the following information to be transmitted in real time:

• The remaining battery capacity as a percentage
• The remaining range in kilometres
• The total mileage of the e-bike