
FAQ
Do you need help?
We support you from pre-purchase questions to problems during use.
Most of your problems can be solved by either…
Updating to the latest firmware
Since the earlier version of the firmware had a few issues with its stability, updating to the latest one might solve problems.
The latest firmware version can be checked here.
Firmware updates should always be performed with the USB cable connected and the red or blue LED lit. If the mobile battery is still connected and fully charged, the power supply will stop, so please reconnect the cable and try again.
To check your device’s firmware version
1.Open AlterLock App
2.Tap 「Device Settings」
3.On the “Device” section, you will see the firmware version written
To update to the latest firmware
1.Make sure that your device is connected to a charger and that the red or blue LED is turned on.
2.Open AlterLock App
3.Tap 「Device Settings」→「Device」
4.Go to the “Device Information” section and tap 「Firmware Update」.
5.The firmware update should take about a minute to complete.
Rebooting the device
Rebooting the device
Press and hold the button on your AlterLock device for at least 10 seconds. *The reboot should take a few seconds, however, it may take up to 20 seconds for your smartphone to find your device and reconnect.If the problem persists, there may be a problem with the settings or status of your smartphone. Please follow the steps below to check.
For iPhones…
1.Depending on your iPhone, either double tap your home button or swipe up from the bottom of the screen and pause while still pressing the screen to open the App Switcher.
2.Once the App Switcher comes up, swipe left or right through the different app cards to find the AlterLock app.
3.Quickly swipe upwards to close the app and then restart the app.
*Due to the specifications of iOS, if you close the app manually, you will not be able to reconnect automatically. Also, when the application is not used for a long time or in the background, the Bluetooth scanning interval becomes longer and it may take up to 30 seconds to reconnect.
For Androids…
*If you are using Android, you may need to disable the power saving function.
1.Remove the AlterLock device information from the Bluetooth settings if it is still there.
2.Check your “Recently used apps list”, and swipe the AlterLock app to the left or right to close it then restart the app again.
Re-registering the device
The pairing information may be lost in rare cases due to OS updates. In that case, please “Release (or Forced Release)” the device and register the device again.
1.Open AlterLock App
2.Tap 「Device Settings」 → 「Device」
3.Go to the “Release Device” section and tap 「Release」 or 「Forced Release」
4.After this process is done, please reboot your phone and reboot the device again to see if they pair up again.
FAQ
Unable to reconnect to device
Reboot the AlterLock device
Press and hold the button on your AlterLock device for at least 10 seconds to reboot the device. The reboot should take a few seconds, but it may take up to 20 seconds for your smartphone to find and reconnect to your device.If the problem persists, there may be a problem with the settings or status of your smartphone. Please follow the steps below to check.If you are using an iPhone
- Turn off the Bluetooth setting of OS, and then turn it on again.
- If the AlterLock app has not been launched since the smartphone was turned on, launch it.
- If the AlterLock app has been closed manually, please launch the app.
*Due to the specifications of iOS, if you close the app manually, you will not be able to reconnect automatically.If the problem persists, please also check the contents of “If the Bluetooth connection is unstable”.
Also, when the application is not used for a long time or in the background, the Bluetooth scanning interval becomes longer and it may take up to 30 seconds to reconnect.
If you are using Android
*If you are using Android, you may need to disable the power saving function.Check Bluetooth settings and reboot- Settings app – Bluetooth Turn it off and then on again.
- Use the task button to display the “Recently used apps list”, swipe the AlterLock app to the left or right to close it, and then restart the app again.
Please try disabling “Battery Saver”, “Energy Saving Mode”, “Stamina Mode” and other power saving features and apps to see if they are affecting your device. If you want to use the power saving features, please disable AlterLock app.Check battery optimisation
- In the Settings app – “Apps and notifications” – “See all apps”, select AlterLock.
- Go to “Advanced” – “Battery” – “Battery optimisation” – “All apps”, select “AlterLock” and set it to “Do not optimise”.
- Go to “Advanced” – “Battery” – “Battery optimisation” – “All apps”, select “Bluetooth” and set it to “Do not optimise”.
- In the Settings app – “Location” is turned on.
- Settings app – “Location” – Location detection method – Make sure “High accuracy” is selected.
- Settings app – “Location” – “Wi-Fi and Bluetooth scanning” – Bluetooth scan is turned off.
- In the Settings app – “Apps and notifications” – “See all apps”, select AlterLock.
- Go to “Advanced” – “Battery” – “Background restriction” is turned on.
- In the Settings app – “Battery” – Turn off the power saving features such as “Battery saver” and “Adaptive Battery”.
- In the Settings app – “Apps and notifications” – “See all apps”, select AlterLock.
- Go to “Permissions” – “Location” – “Allow all the time”.
Re-registering the device
In rare cases, the pairing information may be lost due to OS updates. In that case, please “Release (or Forced Release)” the device and register the device again.If the problem persists, please also check the contents of “If the Bluetooth connection is unstable”.Unable to register (pair) a device
- The contract for the Bicycle Guard Service must be completed. You can check your contract status on this page.
- The device must be fully charged.
*Directly after the purchase, the battery is low. - Press and hold the button on the device for at least 2 seconds and complete device registration within 60 seconds after the LED flashes blue.
- The Bluetooth setting in the OS must be turned on.
- If the device is already registered, please go to “Device Settings” and select “Release” or “Forced release”.
- If there is another Bluetooth device or smartphone nearby, turn it off or keep it at least 10 metres away.
- If your device has been connected to another smartphone and that smartphone is nearby, disconnect it or delete the app.
Reboot the AlterLock device
Press and hold the button on the AlterLock device for at least 10 seconds to reboot the device. The reboot should take a few seconds.If you are using an iPhone
- Turn off the Bluetooth setting in the OS and then turn it on again.
- Press the Task button twice consecutively or swipe up from the bottom of the screen to display the “Running Apps List”, swipe the AlterLock app to close it, and then restart the app.
- If a pairing request screen appears when you register your device, enter the authentication code and tap Pair.
If you are using Android
- Turn off the Bluetooth setting of OS, and then turn it on again.
- Remove the AlterLock device information from the Bluetooth settings in the OS if it is still present.
- Use the task button to display the “Recently used apps list”, swipe the AlterLock app to the left or right to close it, and then restart the app again.
Location Information cannot be obtained
- As this service is dedicated to theft prevention, location information is not acquired in real time. Location information is acquired and notified to the smartphone after the AlterLock device detects movement.
- The first time a movement is detected after the device has been locked, notification is made without acquiring location information in order to prioritise breaking news. The second and subsequent movement detection will start acquiring location information.
- If the app is unlocked before the acquisition of location information is complete, or if the “misdetection” button is pressed in the app, the acquisition of location information may be cancelled. Please make sure that you have not unlocked the vehicle in the middle of the process and that you have not tapped the “Misdetection” button.
- To make it easier to locate the stopping or final point in the event of theft, in the locked state, the acquisition of location information will start after the vehicle becomes stationary. If the vehicle has been in a moving state for a long time, it may fail to acquire location information. Wait and check for up to three minutes in a stationary state after the device has responded a second time.
- To reduce battery consumption and enable long-term tracking, the device will be in standby mode for one minute after data transmission and will not carry out movement detection.
How to check location data acquisition
- Turn off the alarm.
- Lock the device and wait at least 3 seconds before shaking it.
- Check that you receive a notification. *Do not unlock the device or tap on “Misdetection”.
- Shake the device again and wait until the LED on the device stops blinking completely to confirm that you receive a notification.
Reasons why location data cannot be obtained
- Two or more Wi-Fi access points were found, but no location information was registered in Google’s database.
- No Wi-Fi was received and no GS signal was received because the sky was not open or the area was surrounded by tall buildings.
About battery consumption and charging
The battery will be empty in about a week
If the firmware version is 1.3.25 or lower, please update the firmware.When the periodic transmission is turned on, the battery consumption becomes faster because GPS always operates in the environment where Wi-Fi acquisition is not possible. Please try to turn it on only when you need it or set the interval of periodical transmission to 180 minutes or more.Battery consumption will be faster in locked state than in unlocked state. With regular transmissions turned off, the device will run for about 1.5 months in unlocked state and about 1 month in locked state.Low battery shown in the app even when fully charged
If the battery indicator remains low even after a full charge until the LED turns blue, there may be a problem with the device’s battery. We apologize for the inconvenience, but you can request a replacement for your device here.LED does not light up red or blue while charging
Please try using a different USB cable or changing the up/down orientation of the connector.If you are using a mobile battery, the LED will turn off as the power supply stops when the battery is close to full charge, but this is not abnormal; if you are unable to charge the battery until the LED turns blue, please try charging from the AC adapter.Firmware update does not work
Firmware update fails in the middle
Please make sure that your app version is up to date.Firmware update must be performed with the USB cable connected and the red or blue LED lit.If the battery is fully charged while the mobile battery is connected, the power supply will stop, so please reinsert the cable and try again.Unplug the USB cable, press and hold the button on the device for at least 10 seconds and try again.The update may fail during the process due to the communication status of other Bluetooth devices. Please disconnect from other Bluetooth devices and try to update again.
Not reconnected after firmware update
Press and hold the button on the AlterLock device for at least 10 seconds to reboot the device. The reboot should take a few seconds.Firmware version is not displayed
Press and hold the button on the AlterLock device for at least 10 seconds to reboot the device. The reboot should take a few seconds.If this doesn’t resolve the issue, make sure you have the latest version of the app and restart the app.Cannot lock/unlock by device button
The signal strength is determined based on the signal strength from the smartphone at the time of device registration.
button does not respond even when Bluetooth is connected
The signal from your smartphone may be weak due to signal conditions at the time of device registration, smartphone case, close contact with the body, etc. Please go to the “Device Settings” screen of the application and tap the “Tuning” button under “Button operational range” at a distance of 50 cm to 1 m from the device.The button reacts even if you’re far enough away from your smartphone
If both the smartphone and the device are indoors, the Bluetooth signal will be reflected and the sensitivity will increase. Please check the sensitivity outdoors. If you want to change the sensitivity, please go to the “Device Settings” screen of the app and “Tuning” the “Button operational range”.Important Notice
- If there are problems with Bluetooth reconnection etc., update to the latest firmware version and use.
- When updating the firmware, be sure to do so while the USB power is being supplied.
- We are continuously improving the app, so please use the latest version of the app.
If you are using AlterLock device for the first time, please refer to the user manual.
Troubleshooting
I lost my authorization code
- Your registered email address:
Email address displayed under “Account” in the app menu. - Device ID:
After pressing the button for the device on the “Register Device” screen, the “6 to 8 alphanumeric characters” that appear after the “STEP 2” screen for Gen 1 devices and after “STEP 3” for Gen 2 devices. - Receipt showing proof of purchase of AlterLock device or screenshot of order history
Unable to register (pair) a device
- The contract for the Bicycle Guard Service must be completed. You can check your contract status on this page.
- The device must be fully charged.
*Directly after the purchase, the battery is low. - Press and hold the button on the device for at least 2 seconds and complete device registration within 60 seconds after the LED flashes blue.
- The Bluetooth setting in the OS must be turned on.
- If the device is already registered, please go to “Device Settings” and select “Release” or “Forced release”.
- If there is another Bluetooth device or smartphone nearby, turn it off or keep it at least 10 metres away.
- If your device has been connected to another smartphone and that smartphone is nearby, disconnect it or delete the app.
Reboot the AlterLock device
Press and hold the button on the AlterLock device for at least 10 seconds to reboot the device. The reboot should take a few seconds.If you are using an iPhone
- Turn off the Bluetooth setting in the OS and then turn it on again.
- Press the Task button twice consecutively or swipe up from the bottom of the screen to display the “Running Apps List”, swipe the AlterLock app to close it, and then restart the app.
- If a pairing request screen appears when you register your device, enter the authentication code and tap Pair.
If you are using Android
- Turn off the Bluetooth setting of OS, and then turn it on again.
- Remove the AlterLock device information from the Bluetooth settings in the OS if it is still present.
- Use the task button to display the “Recently used apps list”, swipe the AlterLock app to the left or right to close it, and then restart the app again.
Unable to reconnect to device
Reboot the AlterLock device
Press and hold the button on your AlterLock device for at least 10 seconds to reboot the device. The reboot should take a few seconds, but it may take up to 20 seconds for your smartphone to find and reconnect to your device.If the problem persists, there may be a problem with the settings or status of your smartphone. Please follow the steps below to check.If you are using an iPhone
- Turn off the Bluetooth setting of OS, and then turn it on again.
- If the AlterLock app has not been launched since the smartphone was turned on, launch it.
- If the AlterLock app has been closed manually, please launch the app.
*Due to the specifications of iOS, if you close the app manually, you will not be able to reconnect automatically.If the problem persists, please also check the contents of “If the Bluetooth connection is unstable”.
Also, when the application is not used for a long time or in the background, the Bluetooth scanning interval becomes longer and it may take up to 30 seconds to reconnect.
If you are using Android
*If you are using Android, you may need to disable the power saving function.Check Bluetooth settings and reboot- Settings app – Bluetooth Turn it off and then on again.
- Use the task button to display the “Recently used apps list”, swipe the AlterLock app to the left or right to close it, and then restart the app again.
Please try disabling “Battery Saver”, “Energy Saving Mode”, “Stamina Mode” and other power saving features and apps to see if they are affecting your device. If you want to use the power saving features, please disable AlterLock app.Check battery optimisation
- In the Settings app – “Apps and notifications” – “See all apps”, select AlterLock.
- Go to “Advanced” – “Battery” – “Battery optimisation” – “All apps”, select “AlterLock” and set it to “Do not optimise”.
- Go to “Advanced” – “Battery” – “Battery optimisation” – “All apps”, select “Bluetooth” and set it to “Do not optimise”.
- In the Settings app – “Location” is turned on.
- Settings app – “Location” – Location detection method – Make sure “High accuracy” is selected.
- Settings app – “Location” – “Wi-Fi and Bluetooth scanning” – Bluetooth scan is turned off.
- In the Settings app – “Apps and notifications” – “See all apps”, select AlterLock.
- Go to “Advanced” – “Battery” – “Background restriction” is turned on.
- In the Settings app – “Battery” – Turn off the power saving features such as “Battery saver” and “Adaptive Battery”.
- In the Settings app – “Apps and notifications” – “See all apps”, select AlterLock.
- Go to “Permissions” – “Location” – “Allow all the time”.
Re-registering the device
In rare cases, the pairing information may be lost due to OS updates. In that case, please “Release (or Forced Release)” the device and register the device again.If the problem persists, please also check the contents of “If the Bluetooth connection is unstable”.About battery consumption and charging
The battery will be empty in about a week
If the firmware version is 1.3.25 or lower, please update the firmware.When the periodic transmission is turned on, the battery consumption becomes faster because GPS always operates in the environment where Wi-Fi acquisition is not possible. Please try to turn it on only when you need it or set the interval of periodical transmission to 180 minutes or more.Battery consumption will be faster in locked state than in unlocked state. With regular transmissions turned off, the device will run for about 1.5 months in unlocked state and about 1 month in locked state.Low battery shown in the app even when fully charged
If the battery indicator remains low even after a full charge until the LED turns blue, there may be a problem with the device’s battery. We apologize for the inconvenience, but you can request a replacement for your device here.LED does not light up red or blue while charging
Please try using a different USB cable or changing the up/down orientation of the connector.If you are using a mobile battery, the LED will turn off as the power supply stops when the battery is close to full charge, but this is not abnormal; if you are unable to charge the battery until the LED turns blue, please try charging from the AC adapter.Firmware update does not work
Firmware update fails in the middle
Please make sure that your app version is up to date.Firmware update must be performed with the USB cable connected and the red or blue LED lit.If the battery is fully charged while the mobile battery is connected, the power supply will stop, so please reinsert the cable and try again.Unplug the USB cable, press and hold the button on the device for at least 10 seconds and try again.The update may fail during the process due to the communication status of other Bluetooth devices. Please disconnect from other Bluetooth devices and try to update again.
Not reconnected after firmware update
Press and hold the button on the AlterLock device for at least 10 seconds to reboot the device. The reboot should take a few seconds.Firmware version is not displayed
Press and hold the button on the AlterLock device for at least 10 seconds to reboot the device. The reboot should take a few seconds.If this doesn’t resolve the issue, make sure you have the latest version of the app and restart the app.Cannot lock/unlock by device button
The signal strength is determined based on the signal strength from the smartphone at the time of device registration.
button does not respond even when Bluetooth is connected
The signal from your smartphone may be weak due to signal conditions at the time of device registration, smartphone case, close contact with the body, etc. Please go to the “Device Settings” screen of the application and tap the “Tuning” button under “Button operational range” at a distance of 50 cm to 1 m from the device.The button reacts even if you’re far enough away from your smartphone
If both the smartphone and the device are indoors, the Bluetooth signal will be reflected and the sensitivity will increase. Please check the sensitivity outdoors. If you want to change the sensitivity, please go to the “Device Settings” screen of the app and “Tuning” the “Button operational range”.If your Bluetooth connection is unstable
If you are using an iPhone
Please note that this operation will clear all Wi-Fi settings, Bluetooth registration information, and other network settings; please release the device beforehand using the AlterLock app.
- Open the Settings app and tap General.
- Tap “Reset”.
- Tap “Reset Network Settings” and enter your iPhone passcode.
If you are using Android
- Open the Settings app and tap “Apps and notifications”.
- If you see “See all XX apps”, tap it.
- Tap the three dots in the top right hand corner and tap “Show system”.
- Tap “Bluetooth” or “Bluetooth Share”.
- Tap “Storage and cache”, then tap “Clear storage”.
I don’t receive Push Notifications
- Notification” is turned off in the app settings.
- You have not allowed “Notifications” for the AlterLock app in your OS settings.
- If you are outside the Bluetooth communication range, you are not in the Sigfox communication area, or even if you are in the area, you are underground or the surrounding signal environment is poor.
- The smartphone is not connected to the Internet.
- Failures and delays caused by Google or Apple’s notification platforms.
Location Information cannot be obtained
- As this service is dedicated to theft prevention, location information is not acquired in real time. Location information is acquired and notified to the smartphone after the AlterLock device detects movement.
- The first time a movement is detected after the device has been locked, notification is made without acquiring location information in order to prioritise breaking news. The second and subsequent movement detection will start acquiring location information.
- If the app is unlocked before the acquisition of location information is complete, or if the “misdetection” button is pressed in the app, the acquisition of location information may be cancelled. Please make sure that you have not unlocked the vehicle in the middle of the process and that you have not tapped the “Misdetection” button.
- To make it easier to locate the stopping or final point in the event of theft, in the locked state, the acquisition of location information will start after the vehicle becomes stationary. If the vehicle has been in a moving state for a long time, it may fail to acquire location information. Wait and check for up to three minutes in a stationary state after the device has responded a second time.
- To reduce battery consumption and enable long-term tracking, the device will be in standby mode for one minute after data transmission and will not carry out movement detection.
How to check location data acquisition
- Turn off the alarm.
- Lock the device and wait at least 3 seconds before shaking it.
- Check that you receive a notification. *Do not unlock the device or tap on “Misdetection”.
- Shake the device again and wait until the LED on the device stops blinking completely to confirm that you receive a notification.
Reasons why location data cannot be obtained
- Two or more Wi-Fi access points were found, but no location information was registered in Google’s database.
- No Wi-Fi was received and no GS signal was received because the sky was not open or the area was surrounded by tall buildings.
The LED does not light up when I press the button
Alternatively, press and hold the button on the AlterLock device for at least 10 seconds to reboot the device. The reboot should take a few seconds.
IIf the problem persists after the reboot, the device may be faulty. Please use the contact form and select “Returns & Exchanges” > “Exchanges” to request a replacement.
I can’t charge the battery
If the battery remains low as shown in the app even after a full charge
If the battery indicator remains low even after full charging until the LED turns blue, there may be a problem with the battery. Please contact us through this page for further assistance.If the LED does not light up red or blue while charging
Please try using a different USB cable or changing the up/down orientation of the connector.If you are using a mobile battery, the LED will turn off as the power supply stops when the battery is close to full charge, but this is not abnormal; if you are unable to charge the battery until the LED turns blue, please try charging from the AC adapter.
If you are still unable to charge the battery, there may be a problem with the battery. Please use the contact form and select “Returns & Exchanges” > “Exchanges” to request a replacement.
Alarm not sounding
- The alarm is turned off.
- The number of rings set in “Alarm Limitations” is exceeded while the unit is locked.
- The battery of the smartphone is low and the alarm was automatically turned off
- Detected after the second detection and during the waiting time set in “Motion Detection Interval”.
- It is right after setting to the lock state. After setting to the lock state, it is necessary to be stationary for about 3 seconds at most.
The LED is always on (blue, red or purple)
Return/exchange enquiries
- Please check in advance if there is a corresponding problem in the troubleshooting.
- If the problem persists, please contact us using the contact form.
- Your name
- Registered email address
- Your smartphone model (e.g. iPhone 7, Galaxy S8, etc.)
- Your smartphone’s operating system (e.g. iOS 14.6, Android 11, etc.)
- Details of your problem (If an error message is displayed, please tell us exactly what it is.
Pre-purchase questions
What areas can I use this service in?
Outside the Bluetooth connection range, notifications will be sent to your smartphone only within the Sigfox service coverage area. Even outside the service area, all functions will work within the Bluetooth communication range. You can check the service coverage area from this page.
*Notifications may not reach your smartphone indoors or in poor reception conditions even in areas with poor reception.
I want to check the necessary usage environment
For more information, please check this page.
I want to find out how to purchase a device
Can I use the service for other than bicycles?
About Bicycles that can be Equipped
*If your bike has a special frame shape, it may not be able to be installed.
*If you have a small frame size, the bottle may come in contact with the down tube and seat tube. Please consider using a bottle cage adapter from another manufacturer.
*Some bottle cages may interfere with the device. Please take care when fitting.
Can it be easily removed?
*The alarm is usually triggered by the act of removing the device, so it is important to be close enough to get there.As an option, a set with two anti-theft bolts and a special tool is also available.
Do I need a physical lock?
Does the Alarm Sound continue to ring the whole time?
Device Specifications
What is an anti-theft bolt?
Orders, Shipping and Cancellations
USB cap and 2 mounting bolts not included
We would be grateful if you could check if they are still in the inner box or if they have fallen out.
If the item is not included in the box, we will send it back to you.
Please contact us using the contact form and provide us with the [name of the accessory], [shipping address] and [address (name)].
I want to change my contact or delivery address
Why haven’t I received my order confirmation email?
We will check the status of your order and you can change your email address. If you would like to change your email address, Please use the contact form and select “Order, Shipping and Cancellation” -> “Unable to receive order confirmation email” to contact us.
30-Day Satisfaction Guarantee
How to use
- Please be sure to contact us before returning the item. Please use this page to contact us regarding your return.
- The Company’s person in charge will reply to User by e-mail. Thereafter, User shall send the product to the addressee in accordance with the procedures specified in such e-mail.
- After Company confirms the returned product, Company shall refund the purchase price to User. User shall bear the risk of any loss or damage of the product in the process of its return to Company. Therefore, User is encouraged to purchase any insurance for the product in returning it to Company.
Conditions of adaptation
- Returned merchandise must be sent back in its original packaging and returned in the same condition as sold, including all packaging, parts, accessories, manuals, and documentation(without stickers). Incomplete returns may be subject to additional charges or partial refunds.
- Company may not provide User with any packing materials or packages, etc. for the product return. Company encourages User to store the product package at the time of its delivery withing the period of the 30-day satisfaction warranty.
- If you are returning an item, please pack it properly so that it will not be damaged in transit.
- If you were charged sales tax in your country, any sales tax paid will be refunded.
- With respect to any order from outside Japan, the customs duties and customs clearance fees are not refundable.
- Company shall process the refund in accordance with the payment method selected by User at the time of the product purchase.
- Purchases made using coupons are not eligible for a refund.
- When you return the product, please also take care of the cancellation of the service, if necessary.
- Any product purchased from any reseller other than Company’s official store is not covered by the product warranty. In such case, User is required to contact such reseller at the time of purchase.
- All delivery charges at the time of purchase or return of any product shall be borne by User.
- If you suspect an initial fault with the product, please check the troubleshooting section.
Can I get a receipt?
I forgot to enter my voucher code
When is the delivery time?
I want to cancel my order or pre-order
If you wish to cancel your pre-order on the Official Online Store, please use the contact form, select “Order, Shipping and Cancellation” → ” Pre-order Cancellation” and provide us with your order number, the mace address and telephone number you entered when placing your order.
We will cancel your reservation within 5 working days. Once the cancellation is completed, you will receive an automatic email notification of the cancellation. We will not reply to you.
If you do not receive a notification email, please check your email settings to ensure that you are not blocking the receipt of “alterlock.net” or “shopifyemail.com”.
Service agreement, user registration and login
About user registration and service agreement
How to register your account
- Open this page in your web browser, fill out each category, and tap on “Register”.
- After a while, an email will be sent to the registered email address. Please access the link in the email and complete your user registration.
How to subscribe to the service?
- Please confirm the contents of “How to use this service” and complete the procedure from “Service Agreement”.
I did not receive the Confirmation Email when registering
I forgot my Password
I forgot my Email Address
- AlterLock device ID
*Please refer to the page containing the authorization code in the Start Guide enclosed with the product.
Service agreement details and payment methods
Service agreement details
A service subscription (free for 30 days) is required in order to use AlterLock devices. By signing up, you will be able to register and use up to 3 devices from the app. There are two ways to sign up for the service: a monthly subscription and an annual subscription.Monthly contract cost: €3.99 / £3.49 (tax included)Annual contract cost: €39.99 / £34.99 (tax included)Please follow the steps on this page to sign up.
*This service does not guarantee that your bicycle will not be stolen.
Agreement start date
The billing start date is the date of registration of the service agreement. For example, if you register on 15/04/2021, the next renewal date of your monthly subscription will be 15/05/2021 and the next renewal date of your annual subscription will be 15/4/2022.Payment method
We accept only PayPal as payment methods for our services.Related itemFree period and minimum subscription period
Free period
The Free for 30 days will only be usable when you register for the first time and when you have not used a coupon yet. If you use a coupon, only the coupon’s free trial period applies.Minimum subscription period
The minimum contract period for the service (including the free period and coupon application period) is 6 months. You cannot cancel during the minimum contract period of 6 months. However, you can cancel at any time during the free period (30 days) and the coupon application period.I want to check the subscription status of the service
How to cancel the service
*You can cancel at any time during the free period or coupon application period.
*You can use the service during the contract period even after cancellation.How to cancel the servicePlease go here, select [Cancel Agreement], and follow the on-screen instructions.
Service Agreement for Multiple Device Use
About the App
What should I do if I change the model of my smartphone?
Old Smartphone
- [Release Device] the AlterLock device from the app.
- (For iPhone) Forget the AlterLock from the Bluetooth settings of the OS
You can also “Forced Release” or “Release” the AlterLock device with your modified smartphone. If you do so, use your pre-change smartphone in close proximity to the device to avoid causing a malfunction. Please delete the AlterLock application from the smartphone before the change.
New Smartphone
- Install the app
- Log in with your account
- Registering an AlterLock Device
Can I register multiple bicycles and devices?
You can button bicycles by swiping the photo section sideways on the app’s main screen.
*If you do not have a service contract, you can only register one bike, but you cannot use the AlterLock device.
Can I share one device with multiple smartphones?
About the Amount of Battery Consumption of the Smartphone
*Battery consumption varies depending on the OS, model and usage of the smartphone.
Tested smartphone models
Can I use it on my PC or tablet?
About the device
Can I turn off the device?
About the sensitivity of theft detection
- High: Detects when the bike is upright and only slightly raised.
- Mid: Sensitivity is a little lower than High.
- Low: Adjusted for saddle-mounted bike racks. It does not detect sideways swaying, but only when the bike is removed from the rack.
Shockproof, waterproof and dustproof
Please attach the included cap to prevent mud and sweat from entering the and the USB connector.
How to check the battery level
The displayed remaining battery level is an estimate, so it may change depending on conditions such as the temperature, etc.
Also, if you are tracking, you can get an estimate of the remaining battery level from the history of the Location Information.
Difference from the Bluetooth Tracker
Updating to the latest firmware
To check your device’s firmware version
- Near the AlterLock device (at a distance at which Bluetooth is not disconnected), open AlterLock App.
- Tap “Device Settings”.
- On the “Device” section, you will see the firmware version written.
To update to the latest firmware
- Make sure that your device is connected to a charger and that the red or blue LED is turned on.
- Near the AlterLock device (at a distance at which Bluetooth is not disconnected), open AlterLock App.
- Tap “Device Settings” > [Device] >.
- Go to the “Device Information” section and tap “Firmware Update”.
- The firmware update should take about a minute to complete.
About the alarm sound and the first warning sound
Acquisition of Location Information
It may take up to 3 minutes to retrieve your location.
It is possible to track your device for two weeks to a month in a locked state, if the battery power is sufficient.
This may be less than a week if you have set the “Periodic Transmission” option to “On” or set the “Alarm Limit” to “Unlimited”.The GPS module installed in the AlerLock device is compatible with GPS/GLONASS /QZSS, and the deviation is about 10m in an open-sky environment, but depending on the reception status of radio waves, the Location Information might not be obtainable, or the deviation might increase. Also, the device does not support submeter-level positioning. Gen2 devices can also use WiFi signals to determine location even indoors, where GPS signals are not available.Related item
Can I mount it on something other than the down tube (e.g. seat tube)?
Failures and Product Warranty
About the Warranty Period
The LED does not light up when I press the button
Alternatively, press and hold the button on the AlterLock device for at least 10 seconds to reboot the device. The reboot should take a few seconds.
IIf the problem persists after the reboot, the device may be faulty. Please use the contact form and select “Returns & Exchanges” > “Exchanges” to request a replacement.
I can’t charge the battery
If the battery remains low as shown in the app even after a full charge
If the battery indicator remains low even after full charging until the LED turns blue, there may be a problem with the battery. Please contact us through this page for further assistance.If the LED does not light up red or blue while charging
Please try using a different USB cable or changing the up/down orientation of the connector.If you are using a mobile battery, the LED will turn off as the power supply stops when the battery is close to full charge, but this is not abnormal; if you are unable to charge the battery until the LED turns blue, please try charging from the AC adapter.
If you are still unable to charge the battery, there may be a problem with the battery. Please use the contact form and select “Returns & Exchanges” > “Exchanges” to request a replacement.
Alarm not sounding
- The alarm is turned off.
- The number of rings set in “Alarm Limitations” is exceeded while the unit is locked.
- The battery of the smartphone is low and the alarm was automatically turned off
- Detected after the second detection and during the waiting time set in “Motion Detection Interval”.
- It is right after setting to the lock state. After setting to the lock state, it is necessary to be stationary for about 3 seconds at most.
The LED is always on (blue, red or purple)
Return/exchange enquiries
- Please check in advance if there is a corresponding problem in the troubleshooting.
- If the problem persists, please contact us using the contact form.
- Your name
- Registered email address
- Your smartphone model (e.g. iPhone 7, Galaxy S8, etc.)
- Your smartphone’s operating system (e.g. iOS 14.6, Android 11, etc.)
- Details of your problem (If an error message is displayed, please tell us exactly what it is.
Other questions
What if I want to lend or leave my bike with someone else?
About the Transfer of the Device to Another Person
Can I bring it on board an aircraft?
Currently, many airlines allow the use of devices that use radio waves of 100 mW or less, including Bluetooth, at all times. However, some airlines and aircraft may have restrictions, so please check with your airline for details. The transmission output power for AlterLock communications is 20 mW or less.
The lithium battery used in AlterLock has a watt-hour rating of 2 Wh or less. This capacity is also well within the 160 Wh limit of many airlines. If the communication of the device needs to be completely deactivated, please release the device from the app.