FREQUENTLY ASKED QUESTIONS ABOUT eCONNECT

  • Why are Haibikes sold exclusively via specialist dealers?

    Modern eBikes are complex products which require a high degree of expertise regarding their initial assembly, service and parts. This requires a qualified professional to protect you as customer from bad buys and to offer you long-term customer service. This is why we value our partnerships with our trusted network of authorized dealers.
  • Can I buy spare parts directly from you?

    Sorry, no. As the bikes, we distribute spare parts, accessories etc. only through our authorized dealer network.

  • I would like to buy my Haibike online. What do I have to consider?

    For an online purchase we recommend you make sure the dealer offers a professional initial assembly and also offers long-term support for service and technical questions. Of course, the bike may be brought to any dealer for service.
  • Where can I find a Haibike dealer near my location?

    The Haibike dealer network includes more than 12,000 dealers worldwide. To find a dealer near you please use our dealer search.

  • I would like to buy a used Haibike. What should I consider?

    A private seller can exclude all liability for material defects, depending on the particular sales contract. For private sales we recommend you always make sure you receive the original bike receipt that includes the bike serial number. In contrast, a professional seller is liable to private customers for a certain time. That depends on the national laws.

  • Will there be any additional costs during the contract term?

    No additional costs will occur. Not even when you take your eBike to regions which are not part of the approved set of countries.
  • Can I extend the contract after expiry?

    Yes. You will be informed via the app or eMail in advance. You will then have a one-time chance to extend the eConnect contract for 36 months for only €99.00.
  • What happens with my eConnect account if I sell my eBike?

    The 24 months of initial registration and/or 36 months of extension are only valid for the eBike owner and not transferable. When you sell your eBike, the new owner will take on the eConnect account.
  • Can I transfer my account to another eBike?

    Unfortunately, this is not possible as the account is connected to the eBike rather than the user. Your account log-in data will remain activated. Thus, you can register a new eBike with eConnect account.
  • Which models feature eConnect?

    The following models feature eConnect as standard:

    • SDURO HARDSEVEN 10.0
    • SDURO HARDNINE 10.0
    • SDURO FULLSEVEN 10.0
    • SDURO FULLNINE 10.0
    • SDURO FULLSEVEN LT 10.0
    • SDURO TREKKING 8.0
    • XDURO ALLMTN 10.0
    • XDURO NDURO 9.0
    • XDURO FULL FATSIX 9.0
  • Will it be retrofittable?

    eConnect is expected to be available by end of april 2018 as retrofit kit at your dealer. It is suitable for every Haibike model (except XDURO Gen1 with Bosch Classic system). The skid plate might have to be exchanged.
  • Is the transmitting unit waterproof?

    Yes, the OBU is dust- and waterproof, according to the IP67 classification. This means that it can be held under clear water for up to 1 meter for a max. of 30 minutes. The protection does not comprise other liquids like salt or soapy water, alcohol or hot liquids, etc.
  • In which countries can I use eConnect?

    The following countries feature eConnect: Belgium, Bulgaria, Denmark, Germany, Estonia, Finnland, France, French Guiana, Gibraltar, Greece, the UK, Guadeloupe, Ireland, Iceland, Isle of Man, Italy, Channel Islands, Croatia, La Désirade, Latvia, Liechtenstein, Lithuania, Luxemburg, Malta, Marie-Galante, Martinique, Monaco, the Netherlands, Northern Ireland, Norway, Austria, Poland, Portugal, Reunion & Mayotte, Romania, Saint Barthélemy, Saint Martin (French part), San Marino, Sweden, Switzerland, Slovakia, Slovenia, Spain, Czech Republic, Hungary, Vatican City, Cyprus.
  • What happens when I am outside of these countries?

     
    In this case, the onboard unit will not be able to connect to the server. This results in the eConnect app being unable to operate. No additional costs occur!
  • Are my data protected?

    Data protection is an important topic for us. All data are filed on safe systems. Personal data like routes or location information can only be used by the user himself. It is not given to third parties.
  • Does eConnect also transmit data from or to the drive system?

     
    No, unfortunately, this is technically not possible as of yet.
  • Will my eConnect also work for future versions?

     
    Yes, all new functions will be compatible with the current hardware.
  • Does eConnect still work if I remove the battery of my eBike?

    Yes, the transmitting unit of the eBike houses a separate buffer battery. Thus, the function is ensured, even when the eBike battery is removed or empty.
  • How much battery life does the buffer battery have?

    When the eBike is not moved, the system switches into an economical monitoring mode which lasts up to 6 months. As soon as the eBike is back in use again, the buffer battery charges automatically via the drive system.
  • Can the transmitting unit be easily removed in order to avoid an alarm?

    No because the movement sensor in the transmitting unit reacts extremely sensitive to vibrations.
  • Is it enough to secure my bike with eConnect?

     
    No as eConnect effectively monitors your eBike, however, does not protect it from theft. Hence, only the combination with a suitable bike lock offers maximum protection.
  • How does eConnect warn me when my bike is stolen?

    As a first step, the system sends a message to your smartphone if your bike is moved. This is followed by message in the app when the bike is moved outside a specific radius. You have access to information like the last and current locations of your eBike, precise time and position of theft. You can track your bike live via the tracking function.
  • Can I record my tours?

    Yes, tours are recorded automatically and saved for one month. Within this period, you have the opportunity to export, save or share your routes.
  • Can I cancel the crash SMS while sending?

    Yes, there is going to be a countdown. During this countdown, you can cancel in case you do not need or want help.
  • Who will receive the crash SMS?

    To one or more of your pre-set emergency numbers.
  • Can I switch off the crash SMS function completely for a while?

     
    Yes, you can turn off this function in the app.
  • How many eConnect keys will be delivered?

    Every eBike registered with eConnect will include one key.
  • Can I buy additional keys?

    Yes, there will be the possibility to buy additional keys, however, not when the app is launched. Please ask your retailer or Haibike service.
  • How can I connect the key with my eBike?

    It's an easy process via the eConnect app. It will lead you through the connection process.
  • What happens when I lose my key?

    In this case you should immediately remove the lost key from all connected eBikes in the eConnect app. The GPS watch function is still unlimited usable, except for one simple step. You have to activate or deactivate it again in the app. Should you find your key again, you can re-register it for your eBike.
  • Can I activate or deactivate the theft protection for various eBikes with my key?

    Yes, if you have more than one bike registered in your account you can use one key for all bikes. You simply have to connect it to the respective bike, as described above.
  • Can I connect a key to an eBike from another account?

     
    Yes, this is possible. Imagine a family in which both, mum and dad, have an eBike. Each one has an account. Mum can use dad's eBike key and vice versa.