AlterLock CycleGuardService

FAQ

Table of contents


About Registration & Login

Registration is required to use the app and AlterLock devices. After registering, please proceed to the Cycle Guard Service contract.

Registration can be done via app or web browser.

How to Register via App

  1. Launch the app and tap on 「Create an account」.
  2. Fill out each category and tap on 「Register」.
  3. 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 Register via Web Browser

  1. Open the page here in your web browser, fill out each category, and tap on 「Register」.
  2. 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.

You will usually receive an email within a few minutes. Please make sure that the email address you entered is correct. Depending on the spam e-mail settings, the email may be put into the spam e-mail folder. If the email reception is domain-specific, please add the domain of 「alterlock.net」.

Tap on [Forgot your password?] on the login screen of the app to reset your password. You can also reset your password here.

If you forgot your registered email address, we can look up your email address via the username and date of birth specified at the time of registration. Please enter your username and date of birth and contact us using the available inquiry forms.

If you do not remember your username, please contact us using the following items.

  • AlterLock device ID
    *Please check the Verification Code page in the Start Guide enclosed within the product. The corresponding device ID are the 6-digit alphanumeric characters starting with 00, which are listed below the barcode on the left side.
  • Manufacturer name and model name of the registered bicycle

About the Cycle Guard Service

A Cycle Guard Service contract is required to use AlterLock devices. By signing a contract, you will be able to register your AlterLock device via the app and use vibration detection alarms, notifications to your smartphone, tracking functions, and more. There are two types of contract methods for the Cycle Guard Service: A monthly contract and an annual contract.

Monthly contract cost:€ 3.99/£3.49(tax included)
Annual contract cost:€ 39.99/£34.99 (tax included)

Before making a contract, please check the Start Guide and access [Service Agreement] to complete the procedure. If you wish to cancel the contract, please complete the cancellation procedure before the expiration date of the contract. In the case of a monthly contract, the minimum contract period is six months, as such, you cannot cancel the contract within 6 months counting from the date of application. However, you can cancel at any time during the free trial period (30 days) and while you are using a coupon code. *The Cycle Guard Service does not guarantee the theft prevention of bicycles.

The only compatible payment method for the Cycle Guard Service is PayPal. You can check the status of your payment by accessing this page.

The minimum contract period for the cycle guard service (including the free trial period and the use of coupon codes) is six months. Cancellation is not possible within the minimum contract period of six months. However, it is possible to cancel at any time during the free trial period (30 days) and while you are using a coupon code.

When Applying via Browser

After accessing the Start Guide via your browser and checking the service area and compatible smartphones, please access it via the [Service Agreement] button and complete the procedure. Registration is required in advance.

When Applying via App (Android only)

On the app menu, tap on [The service agreement] and follow the on-screen instructions to proceed. Please be sure to check the signal area and compatible smartphones in advance at the Start Guide.

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.

You can check your subscription status to the Cycle Guard Service by logging in here. If you are already subscribed to the service, a message saying [Already subscribed to the Cycle Guard Service] will be displayed.

To cancel the Cycle Guard Service, please complete the cancellation procedure before the expiration date of the contract. If you do not cancel the contract, it will continue automatically. In the case of a monthly contract, the minimum contract period (including the free trial period and use of coupon codes) is six months, as such, you may cancel it after six months of the date of application. *You can cancel at any time during the usage of a coupon. *You can use the service during the contract period even after canceling the contract.

When Cancelling via Browser

Please go here, select [Cancel Agreement], and follow the on-screen instructions.

When Cancelling via App (Android only)

On the app menu, tap on [The service agreement], select [Cancel Agreement] on the [Details of the Agreement] screen, and proceed according to the instructions on the screen.

AlterLock Gen1

This service is available within the Sigfox service area in Japan. However, even within the service area, notifications may not reach your smartphone if you are indoors or in an environment with poor reception.In manual mode, you can receive notifications even if you are outside the Sigfox service area, as long as you are within the range of the Bluetooth connection.*The product has been discontinued.

AlterLock Gen2

AlterLock 2nd Generation has two types of devices: A Japanese version that can be used only in Japan and a European version that can be used in Europe. The European version is available in the following countries:Belgium, Croatia, Czech Republic, Denmark, France, Germany, Hungary, Ireland, Italy, Luxembourg, Portugal, Slovakia, Spain, Netherlands, United Kingdom.

About the Features of the App

Smartphones with Android 5.0 or higher, or iOS 11 or higher, and that support Bluetooth 4.0, are compatible. However, for some Android devices, the app may not work, even if it has a supported OS version. For smartphone models whose operation has been confirmed, please check Smartphone operation confirmed.

You can register and use up to 3 bicycles and AlterLock devices per account (1 Cycle Guard Service contract). You can switch bicycles by swiping the photo part sideways on the main screen of the app. *If you are not subscribed to the Cycle Guard Service, you can only register one bicycle. AlterLock device functionality is not available.

The amount of battery consumption of smartphones using the app is less than 1% per hour on most models and including Bluetooth. *The amount of battery consumption may vary depending on the OS, model, and usage status of the smartphone.

Registering a device that works with Bluetooth on your smartphone is called pairing. When pairing with an AlterLock device, a unique [Authentication code] is required for each product. The Verification Code can be found in the [Start Guide] included in the product.

Please use the AlterLock device from a single smartphone. If you want to use it on another smartphone, please perform [Release Device] and [Register Device] again for the AlterLock device.

The device cannot be used via PC or tablet. A smartphone with Android 5.0 or higher, or iOS 11 or higher, and that supports Bluetooth 4.0, is required. For compatible smartphone models, please also check Smartphone operation confirmed.

How to operate the app

When changing the model, please perform the following operations on the old smartphone and on the new smartphone.

Old Smartphone

[Release Device] the AlterLock device from the app.
(For iPhone) Cancel pairing from the Bluetooth settings of the OS
*If you do not have the old smartphone, perform [Forced Release the Device] or [Release Device] on the AlterLock device on the new smartphone.

New Smartphone

Install the app and log in with your account.
Register the AlterLock device again.

This section explains how to set up the notification sound for Android apps if you find that the notification sound has stopped sounding, is too short, or if you want to change the notification sound to a more understandable sound.

Depending on the model of your smartphone, you may not be able to hear the app-specific notification sound; you can use the same method to change the notification sound for other apps such as LINE.

Due to Android specifications, once the default sound is changed, it might not be possible to restore it. Please, only those who think "I want to change the sound", try it. Also, please note that the operation method differs depending on the smartphone model and OS version.

*The screen uses Google Pixel 3 (Android 10). Please note that there are differences between smartphone models and OS versions.

How to Change the Notification Sound

  1. Open Apps and Notifications
  2. Open 「Settings」 on Android and tap on 「Apps and Notifications」 .

  3. Open the AlterLock App Information Screen
  4. Tap on 「Show all apps」 , then tap on wpcodeself in the list
    Tap on 「Notifications」 at the app information screen.

    *Depending on the model, screens such as 「Tap and hold of the application icon」 - 「App info」 may not be displayed directly.

  5. Check the Notification Settings of the AlterLock App
  6. Make sure 「Display notifications」 is enabled, and tap on

  7. Check the Notification Settings When Vibration Is Detected
  8. Confirm that 「Display notifications」 and 「Get alerts」 are enabled, and tap on 「Device Settings」 .

  9. Change the Notification Sound
  10. When you open the advanced settings, tap on 「Sound」 , and please select the sound you want to it change to.
    *In the case of AlterLock, we recommend a sound that is like an "alarm clock" and can be easily noticed.

About the Features of the Device

For security purposes, AlterLock devices cannot be turned off. If you want to disable this function, please select [Turn off periodic transmission] on the main screen of the app and switch to [Unlock state] .

The AlterLock device does not have a physical key. The goal is to prevent and deter from bicycle theft via the vibration detection alarm and GPS tracking. To strengthen the anti-theft measures, we recommend using them together with a lock that is difficult to sever.

The sensitivity of vibration detection can be adjusted according to the following scenarios.
3: Detects vibration with just a little movement. The device reacts even with wind and slight vibrations.
2: Detects vibration if the device is slightly lifted from and lowered to the ground.
1: Detects vibrations of an impact that naturally drops the device from the bike rack. Vibration will not be detected if the bike rack is hit lightly or shakes.

Impact Resistance

Impact resistance is designed to withstand the vibrations created when riding the bicycle. However, please do not subject the AlterLock device to a strong direct impact.

Water and Dust Resistance

This product is IP66 compliant and can be used even in the rain. However, please do not drop it in water or charge it while it is wet.
Please attach the included cap to prevent mud and sweat from entering the and the USB connector.

You can check the estimated battery level of the AlterLock device on the main screen of the app. The remaining battery level is displayed only during Bluetooth connection.
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.

Bluetooth trackers are difficult to track once they are away from you, depending on the Bluetooth communication distance (up to 100m), but AlterLock devices are equipped with independent signal functions and GPS. Therefore, tracking is possible within the signal area.

You can update the firmware of your AlterLock device by following the steps below.
*It takes about 1 minute to update the firmware on iOS and 2 minutes on Android. Please make sure that the device is powered by USB before updating the firmware, it is not possible to update the firmware without USB power.

  1. Near the AlterLock device (at a distance at which Bluetooth is not disconnected), tap on [Device Settings] on the main screen of the app.
  2. Tap 'Firmware Update' at the bottom of the device settings screen.
  3. If the message "Firmware is up to date" is displayed, the firmware is up to date and no action is required.
  4. Follow the instructions on the screen to perform the update process.
  5. When the update is complete, the AlterLock device will automatically reconnect.
  6. If you close the device settings screen and then open the device settings screen again, the item will be the updated version.

About the Equipment of the Device.

AlterLock devices are designed to be equipped using the bicycle bottle cage pedestal. If you attach it to something other than a bicycle, please thoroughly check how to operate it.

Since the device uses the mounting pedestal of the bottle cage, it can be equipped on a normal sports bicycle. It is recommended to equip it together with the bottle cage to make the device less noticeable.
*If the frame shape in question is of a special bicycle, it may not be possible to equip the device.
*If the frame size is small, the down tube and seat tube bottles may come into contact with each other. Please consider using a bottle cage adapter made by another company.

When attached with standard bolts belonging to the AlterLock device, the device can be removed with a hex wrench (hexagonal socket). Even with a normal bolt, it is important to be in running distance, as according to the vibration of trying to remove the device, the alarm will be activated and a notification will arrive.
If you are doubtful of the included bolts, we also sell the AlterLock device, anti-theft bolts and tools as a set.
取扱店で取り扱っている盗難防止ボルトは、よりセキュリティが高いものとなります。取扱店によって取付サービスの工賃や、在庫状況が異なりますので、事前にお近くの取扱店にお問い合わせください。

About the Vibration Detection Alarm

The alarm of the AlterLock device is about 90 dB loud. By default, a warning sound sounds in low-volume only at the first time.

You can set the device to only sound a low-volume warning sound when the device is locked for the first time when vibration is detected. This is a function intended for use in an environment where misdetections are likely to occur.

You can adjust the length of the alarm and the number of times it sounds by tapping on [Device Settings] on the main screen of the app and adjusting [Alarm Duration] and [Alarm limit] on the Device Settings screen. At [Alarm limit] , you can limit the alarm not to sound after the specified number of vibration detections. You can also turn off the alarm sound.

The alarm will be activated when vibration is detected after the device is set to [Lock state] . However, the alarm may not sound depending on the following settings and conditions.

  • The alarm is turned off.
  • After setting the device to Locked, the number of ringings set in the Alarm Limit has been exceeded.
  • The battery of the smartphone is low and the alarm was automatically turned off
  • Vibration was detected during the standby time set at the Vibration Detection Interval.

About the GPS & Tracking Function

Since this service specializes in theft prevention, we do not obtain the Location Information during normal use.
Every time the AlterLock device detects vibration, it gets the Location Information and notifies the smartphone.
However, in the first vibration detection after setting the device to Locked, priority is given to reporting it quickly, so a notification is given without obtaining the Location Information. It takes about thirty seconds to one minute to obtain the Location Information.
*Also, in order to reduce the battery consumption and enable long-term tracking, the function will be in a standby state for one minute after the alarm sounds. The operation interval can be adjusted on the Device Settings screen.

If the AlterLock device has enough battery, it can be tracked for about two weeks to one month. *Only when regular transmission is not performed.

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.

About the Warranty Period

The warranty period for AlterLock devices is one year starting from the date of purchase.

How to purchase a device. If you would like to purchase a device, please purchase it here.

If you want to lend out or leave your with AlterLock equipped bicycle to another person, please disable the vibration detection alarm.Also, to prevent notifications from appearing, please select [Turn off periodic transmission] on the main screen of the app and switch to [Unlock] .

If you want to hand over the AlterLock device to another person, carry out the device's [Release Device] at the Device Settings of the app before handing it over. If you do not carry out the release of the device, it may cause unintended operation.

Order

We regret to inform you that it is not possible to apply the voucher after completing the purchase procedure. You will need to cancel your current order and place another order with the voucher. Please fill in the following information and send it to our contact form.

  • Your name
  • Order number
  • Your e-mail address or telephone number *If you do not know your order number
  • Cancellation request

If you would like to change the information you entered when placing an order, please fill in the following information and send it to our contact form.

  • Your name
  • Order number
  • Your e-mail address or telephone number *If you do not know your order number
  • Cancellation request

If you would like to change the information you entered when placing an order, please fill in the following information and send it to our contact form.

  • Your name
  • Order number
  • Your e-mail address or telephone number *If you do not know your order number
  • Details of the changes

If you contact us using a mobile phone address, you may not be able to receive our emails due to junk mail rejection settings. Please make sure that you can receive emails from the "alterlock.net" domain. Please also check your junk mail folder.
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 fill in the following information and send it to us using our contact form.

  • Your name
  • Order number
  • Your e-mail address or telephone number *If you do not know your order number
  • Email address you wish to change

If you would like us to issue a receipt, please fill in the following information and send it to our contact form.

  • Your name
  • Order number
  • Your e-mail address or telephone number *If you do not know your order number
  • Please indicate that you would like a receipt

Shipping

The shipment is planned for the end of May 2021. Please wait a little longer for your delivery.

Cancellation

If you wish to cancel your reservation on the Official Online Store, please fill in the following information and send it to us using the contact form.

  • Your name
  • Order number
  • Your e-mail address or telephone number *If you do not know your order number
  • Cancellation request

About Registration & Service Contract

Tap on [Forgot your password?] on the login screen of the app to reset your password. You can also reset your password here.

If you forgot your registered email address, we can look up your email address via the username and date of birth specified at the time of registration. Please enter your username and date of birth and contact us using the available inquiry forms.

If you do not remember your username, please contact us using the following items.

  • AlterLock device ID
    *Please check the Verification Code page in the Start Guide enclosed within the product. The corresponding device ID are the 6-digit alphanumeric characters starting with 00, which are listed below the barcode on the left side.
  • Manufacturer name and model name of the registered bicycle

You will usually receive an email within a few minutes. Please make sure that the email address you entered is correct. Depending on the spam e-mail settings, the email may be put into the spam e-mail folder. If the email reception is domain-specific, please add the domain of 「alterlock.net」.

Connection Trouble with the Device

If you have connection problems with Gen1 devices, please visit this page.

When you register or re-register your AlterLock device from the app, you will need your "Authorisation Code". In the unlikely event that you have lost your authorization code, please check the "6-digit alphanumeric code" displayed after "AlterLock" on the "Register Device" screen after pressing the pairing button on your device, and enter your registered email address and device ID on this page to contact us. Please enter your registered email address and device ID to contact us.

If there is no connection history between your registered email address and the device, the verification code will not be displayed, in this case please contact us using the contact form and provide the following information

  • Registered email address
  • Device ID
    *After pressing the device pairing button, the [6-digit alphanumeric characters] displayed on the [Device Registration] screen are the device ID.
  • Receipt showing proof of purchase of AlterLock device or screenshot of order history

If you cannot register (pair) your device, please check the following things first.

  1. The Cycle Guard Service contract has been completed.
  2. The device must be fully charged.
    *Directly after the purchase, the battery is low.
  3. Bluetooth of the OS is turned on.
  4. If the device is already registered, please go to "Advanced" and "Deactivate" or "Force Deactivate".

If you are using an iPhone

  1. Turn off the Bluetooth setting of OS, and then turn it on again.
  2. 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 quit, and then restart the app.
  3. If you see a pairing request screen when registering your device, enter your verification code and tap Pair.

If you are using Android

  1. Delete the AlterLock device information from the Bluetooth settings of the OS if it still exists.
  2. Turn off the Bluetooth setting of OS, and then turn it on again.
  3. 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.
  4. If you do not see the pairing request screen when registering your device, please swipe down from the top of the screen and check the Android notification area.
    *On some Android models, this can be solved by going to the app's menu and turning off "Advanced" - "Strict scan filters" or turning on "Native Scan".

If the above does not work, please restart your smartphone and try 'Re-register device'.
Please also check Smartphone operation confirmed at the following page.

Please try the following steps.

If you are using an iPhone

  1. Turn off the Bluetooth setting of OS, and then turn it on again.
  2. If the AlterLock app has not been launched since the smartphone was turned on, launch it.
  3. If the AlterLock app has been closed manually, please launch the app.
    *Due to the specification of iOS, when the app is not used for a long time or in the background, the Bluetooth scanning interval may become longer and it may take time to reconnect.

If you are using Android

*If you are using Android, you may need to disable the power saving function.

Disabling power saving features
In Android, there are various power saving functions and proprietary applications, which may stop AlterLock application and Bluetooth connection. Disable any power saving features or apps that affect your phone, such as "Battery Saver", "Energy Saving Mode" or "Stamina Mode". If you want to use the power saving features, either exclude the AlterLock app or change the settings to allow it to run in the background.

Check Bluetooth settings and reboot

  1. Settings app - Bluetooth Turn it off and then on again.

Check your location settings

  1. Make sure that "Settings" app - "Location" is turned on.
  2. Settings app - Location - Location detection method - Make sure "High accuracy" is selected.
  3. Settings app - Location - Location method - High accuracy / Improve accuracy / Bluetooth scan is turned on, turn it off.

Check battery optimisation

  1. In the Settings app - Apps & notifications - Show all apps, select AlterLock.
  2. Go to "Advanced" - "Battery" - "Battery optimisation" - "All apps", select "AlterLock" and set it to "Do not optimise".
  3. In "More settings" - "Battery" - "Battery optimisation" - "All apps", select "Bluetooth" and set it to "Do not optimise".

Android 9 and above

  1. Settings app - Battery - Turn off power saving features such as 'Auto adjust battery' and 'Battery saver'.

Android 10 and above

  1. In the Settings app - Apps & notifications - Show all apps, select AlterLock.
  2. Select "Permissions" - "Location" - "Always allow".

Reboot the AlterLock device

  1. Press the button on the AlterLock device for at least 10 seconds to reboot the device.

*On some Android phones, this can be improved by switching to 'Advanced' - 'Auto Connect' or 'Native Scan' from the app menu.

Updating your smartphone or initialising your settings may clear the pairing status with your device. In this case, please re-register the device. In addition, the AlterLock Gen2 Europe version may stop working due to the protection circuitry if the device is subjected to unusually high temperatures. Please restart the device by USB power supply after the temperature of the device has dropped.

This function works when the smartphone and the device are connected via Bluetooth and the device is receiving a signal of a certain strength. The signal strength is determined based on the signal strength from the smartphone when the device is registered.

If Bluetooth does not automatically reconnect

Please check [I can't automatically reconnect with my device].

If you have a Bluetooth connection but pressing the switch does not toggle between locking and unlocking

The signal from your smartphone may be weak due to its case or close contact with your body. When you register your device, try to register it again with your smartphone at least 50cm away from your device.

If you are far enough away from your smartphone and the switch still responds

If both the smartphone and the device are indoors, the Bluetooth signal will reverberate and the sensitivity will increase. Please check the sensitivity outdoors. The device is adjusted to respond when the smartphone is in your pocket, so if the smartphone is not in close contact with your body, the response distance will be longer.

If you are prompted to pair the device again after registering it, please enter the authentication code. This can happen if the operating system has somehow unpaired the AlterLock device.

Malfunction of the Device

AlterLock has two communication methods: one is a short-range Bluetooth-based setting and notification function, and the other is a long-range notification function using the Sigfox communication standard.

When the device and smartphone are in close proximity (within Bluetooth communication range), the AlterLock device settings, vibration detection alarm and notifications to the smartphone are done via Bluetooth. If you do not receive push notifications within Bluetooth range, please check that push notifications are not turned off in the app settings or in the OS settings.

On the other hand, when the device and the smartphone are far away (outside the Bluetooth communication range), the device communicates using the Sigfox communication standard. This means that even if your smartphone and device are far apart, you can still receive notifications on your smartphone anywhere within the Sigfox range in Japan. To find out if you are within Sigfox range, please check the area here. Even if you are within the Sigfox coverage area, you may not be able to receive notifications or they may take a long time to arrive, for example in indoor areas such as underground bicycle parking lots or when the sky is blocked by buildings. If this happens, please move to a different location and check again.

Since this service specializes in theft prevention, we do not obtain the Location Information during normal use.Every time the AlterLock device detects vibration, it gets the Location Information and notifies the smartphone.However, in the first vibration detection after setting the device to Locked, priority is given to reporting it quickly, so a notification is given without obtaining the Location Information. It takes about thirty seconds to one minute to obtain the Location Information.*Also, in order to reduce the battery consumption and enable long-term tracking, the function will be in a standby state for one minute after the alarm sounds. The operation interval can be adjusted on the Device Settings screen.

Other Malfunctions

Please try the following steps.

  1. Please make sure that the device is powered by USB before updating the firmware, it is not possible to update the firmware without USB power.
  2. If you are still unable to operate your device after the firmware update is complete, please restart the application.

If you are experiencing problems such as 「The app cannot be started normally」 or 「Frequent crashes」, please first check if the app is the latest version. If it is not the latest version, please update it to the latest version.If the situation does not improve after the update, please uninstall the app and then install it again.

If you wish to return or exchange the item due to initial failure, please check the following things. If it is judged to be an initially defective product, we will replace it.

  1. Return to troubleshooting and see if there are any issues that apply.
  2. If the problem persists, please contact us using the inquiry form.
  3. Please wait for a reply from us.
  • Your name
  • Registered email address
  • Your smartphone model (eg iPhone 7, GALAXY S8, etc.)
  • OS of your smartphone (example: iOS11, Android 8.0, etc.)
  • お使いのキャリア(例:docomo、SoftBank、au等)
  • The content of your problem (If an error message is displayed, please tell us the exact content.)

If you can't find what you are looking for, please contact us from this page.