In case of theft
If your eBike is stolen, you must prove that it actually belongs to you. Prepare yourself for this.
- Take a picture of your eBike's bill.
- Write down the frame number of your eBike. The police will likely ask for the frame number and an accurate description of your eBike.
- Take a photo of your entire eBike.
Save all the information so you have it at hand in case your eBike is stolen.
Use the eBike Pass for this. You can find it in the eBike Flow app under Settings > My eBike > eBike Pass
How the ConnectModule and eBike Alarm work in case of theft
Acoustic and visual alarm
If your eBike detects a movement, although it is protected with eBike Lock, a local alarm is triggered first with acoustic signals and illuminated LEDs on the eBike. If your eBike is moved further, or if a particularly strong movement is detected, the acoustic signal will be significantly louder than with slight movements.
The ConnectModule can provide position updates for up to one week. The frequency of position updates is designed to provide the last possible position while conserving battery power. The ConnectModule uses its motion detection capabilities to decide whether the position of the eBike has changed or not. It provides a location update only when the position is changed. If the bike is not moved, the ConnectModule sends a "health ping" once a day.
Contact the police
Do not attempt to retrieve your eBike yourself. If you are sure that your eBike has been stolen, contact the police as soon as possible and provide all available information about the your eBike and its location. The first few hours after a theft are crucial.
Do not remove a stolen eBike from the eBike Flow app account
Do not remove the stolen eBike from your eBike Flow app account.
Neither via "Reset & remove" in Settings nor in response to an email request to reset the ownership profile. If you remove the stolen eBike from your account, no further data tracking is possible and the thief can transfer the eBike to their own account.
If you want to use another eBike with the Bosch smart system with your eBike Flow app without removing your stolen eBike, you still have two options:
Log out in the Flow app under Settings > Profile > Log out
You can then log in again with the same account and connect the new eBike. The old/stolen eBike remains invisibly linked to the account and cannot be taken over by the thief.
Create a new eBike Flow App account (new SingleKey ID) with a different email address. Log in with your new account and connect to the new eBike.