AlterLock CycleGuardService

FAQ

Do you need help?

We support you from pre-purchase questions to problems during use.


FAQ

Please try the following steps.

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.

Depending on the Bluetooth signal environment, the device may freeze in rare cases if it is repeatedly disconnected and reconnected frequently. This has been improved in the latest firmware, but we will continue to work on stabilizing the device.
For information on updating the firmware, please check the following items.

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

  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 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.

If the problem persists, please also check the contents of "If the Bluetooth connection is unstable".

If you are using Android

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

Check Bluetooth settings and reboot

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

Restart the app

  1. 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.

Disabling power saving features

In Android, there are various power saving functions and proprietary applications, which may stop AlterLock application and Bluetooth connection.
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

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

Check your location settings

  1. In the Settings app - "Location" is turned on.
  2. Settings app - "Location" - Location detection method - Make sure "High accuracy" is selected.
  3. Settings app - "Location" - "Wi-Fi and Bluetooth scanning" - Bluetooth scan is turned off.

Android 8 or later

  1. In the Settings app - "Apps and notifications" - "See all apps", select AlterLock.
  2. Go to "Advanced" - "Battery" - "Background restriction" is turned on.

Android 9 or later

  1. In the Settings app - "Battery" - Turn off the power saving features such as "Battery saver" and "Adaptive Battery".

Android 10 or later

  1. In the Settings app - "Apps and notifications" - "See all apps", select AlterLock.
  2. 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".

Please check the following first.

  • 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.

If the problem persists, please try the following steps.

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

  1. Turn off the Bluetooth setting in the 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 close it, and then restart the app.
  3. If a pairing request screen appears when you register your device, enter the authentication code and tap Pair.

If you are using Android

  1. Turn off the Bluetooth setting of OS, and then turn it on again.
  2. Remove the AlterLock device information from the Bluetooth settings in the OS if it is still present.
  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.

If the problem persists, please also check the contents of "If the Bluetooth connection is unstable".

Please refer to this page for "the operation check status of smartphone models".

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 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.

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.

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 at the time of device registration.

Switch 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 switch 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

  • Earlier firmware versions had multiple issues with device stability. We apologize for any inconvenience this may have caused.
    If there is a problem with Bluetooth reconnection, etc., please update to the latest firmware version 1.3.26 and use it.
  • 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.

User Manual

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Troubleshooting

When you register or re-register your AlterLock device via the app, you will need the "Authorisation Code" provided in the Getting Started Guide. If you have lost your Authorisation Code, please note down your Device ID, which will be displayed when you proceed to the steps of the "Register Device" screen, and enter the required information from this page.

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.

  • 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

Please check the following first.

  • 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.

If the problem persists, please try the following steps.

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

  1. Turn off the Bluetooth setting in the 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 close it, and then restart the app.
  3. If a pairing request screen appears when you register your device, enter the authentication code and tap Pair.

If you are using Android

  1. Turn off the Bluetooth setting of OS, and then turn it on again.
  2. Remove the AlterLock device information from the Bluetooth settings in the OS if it is still present.
  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.

If the problem persists, please also check the contents of "If the Bluetooth connection is unstable".

Please refer to this page for "the operation check status of smartphone models".

Please try the following steps.

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.

Depending on the Bluetooth signal environment, the device may freeze in rare cases if it is repeatedly disconnected and reconnected frequently. This has been improved in the latest firmware, but we will continue to work on stabilizing the device.
For information on updating the firmware, please check the following items.

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

  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 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.

If the problem persists, please also check the contents of "If the Bluetooth connection is unstable".

If you are using Android

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

Check Bluetooth settings and reboot

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

Restart the app

  1. 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.

Disabling power saving features

In Android, there are various power saving functions and proprietary applications, which may stop AlterLock application and Bluetooth connection.
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

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

Check your location settings

  1. In the Settings app - "Location" is turned on.
  2. Settings app - "Location" - Location detection method - Make sure "High accuracy" is selected.
  3. Settings app - "Location" - "Wi-Fi and Bluetooth scanning" - Bluetooth scan is turned off.

Android 8 or later

  1. In the Settings app - "Apps and notifications" - "See all apps", select AlterLock.
  2. Go to "Advanced" - "Battery" - "Background restriction" is turned on.

Android 9 or later

  1. In the Settings app - "Battery" - Turn off the power saving features such as "Battery saver" and "Adaptive Battery".

Android 10 or later

  1. In the Settings app - "Apps and notifications" - "See all apps", select AlterLock.
  2. 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".

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 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.

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.

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 at the time of device registration.

Switch 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 switch 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 you are experiencing instability in your iOS or Android Bluetooth system, the following fixes have been reported to resolve the issue.

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.
  1. Open the Settings app and tap General.
  2. Tap "Reset".
  3. Tap "Reset Network Settings" and enter your iPhone passcode.

If you are using Android

  1. Open the Settings app and tap "Apps and notifications".
  2. If you see "See all XX apps", tap it.
  3. Tap the three dots in the top right hand corner and tap "Show system".
  4. Tap "Bluetooth" or "Bluetooth Share".
  5. Tap "Storage and cache", then tap "Clear storage".

If your device is locked and you don't receive any push notifications when motion is detected, the following possibilities are considered.

  • 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.

As this service is specialized for theft prevention, it does not acquire location information in real time.
After the AlterLock device detects movement, it acquires location information and notifies your smartphone.

For the first detection after the device has been locked, notification is made without acquiring location information in order to prioritize quick response.
It takes up to 3 minutes after the device is stationary to acquire location information.
*In order to reduce battery consumption and enable long term tracking, the device will be in standby mode for one minute after sending data. The operation interval can be adjusted from the device setting screen.

How to confirm the acquisition of location information

  1. Turn off the alarm.
  2. Wait at least 3 seconds after locking the device before shaking it.
  3. When you receive a notification, shake the device again without unlocking it or tapping "misdetection".
  4. Wait until the LED stops blinking completely.

Why location information cannot be obtained?

  • The device found at least two Wi-Fi access points, but no location information was registered in Google database.
  • It was not receiving Wi-Fi and could not receive a GPS signal because the sky was not open or it was surrounded by tall buildings.

Related item

Please charge your device beforehand and unplug the charging cable. Then press the switch firmly and vertically for at least 2 seconds. The blue LED will flash for 3 seconds.
If it still does not flash, the device may be faulty. Please contact us using the inquiry form.

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 contact us using the contact form.

The alarm is triggered when a certain level of motion is detected after the device is set to the "locked" state. However, the alarm may not sound due to the following settings or conditions.

  • 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.

If none of the above applies and no alarm or system sound is heard, the device may be faulty. Please contact us using the contact form.

If you would like to return or exchange an item due to an initial defect, please check the following. If it is determined that the product is initially defective, we will be happy to exchange it.

  1. Please check in advance if there is a corresponding problem in the troubleshooting.
  2. 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

Two types of devices are available: the European version for use in Europe, and the Japanese version for use only in Japan. The European version is available in United Kingdom, Belgium, Croatia, Czech Republic, Denmark, France, Germany, Hungary, Ireland, Italy, Luxembourg, Portugal, Slovakia, Spain, Netherlands and Austria.

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.

To use the AlterLock device, you need a smartphone (Android 5 or later or iOS 11 or later) with an internet connection, a dedicated app and a subscription to the service.
For more information, please check this page.

AlterLock devices are available for purchase from the official AlterLock online store.

The AlterLock device is designed to be mounted using the bottle cage base of a bicycle, but it can also be used outside of a bicycle if the mounting method is devised.

The device can be mounted on a standard sports bike using the bottle cage mounting base. It is recommended to mount the device together with the bottle cage in order to make it discreet.
*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.

The AlterLock device comes with hex bolts for installation and can be removed with common tools.
*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.

The AlterLock device is not a physical lock. It is intended to deter bike theft through an motion detection alarm and GPS/Wi-Fi tracking, and to assist in finding the bike if it is stolen. To further strengthen theft prevention, we recommend using a key that is difficult to cut together.

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 Limitation] on the Device Settings screen. At [Alarm Limitation] , you can limit the alarm not to sound after the specified number of motion detections. You can also turn off the alarm sound.

The device weighs approximately 50g and has an IP66 waterproof and dustproof rating. For detailed specifications, please check the top page.

Orders, Shipping and Cancellations

We regret to inform you that we are unable to change the contents of your order. You will need to cancel your current order and place another order. Please fill in the following items and contact us through the 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 make changes to the information you entered in your order, please fill out the following information and send it to the 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 are contacting us from a mobile phone address, you may not be able to receive our emails due to junk mail rejection settings. Please make sure that you are receiving emails from the domains "alterlock.net" and "shopifyemail.com". Please also check your spam 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 the 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 User is not satisfied with any product purchased from Company’s official store in terms of its usability, Company may accept its return for any reason whatsoever within thirty (30) days from User’s receipt date.

How to use

  1. Please be sure to contact us before returning the item. Please use this page to contact us regarding your return.
  2. 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.
  3. 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 think the product is not needed initially, please check the troubleshooting section.

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

We regret to inform you that the coupon cannot be applied after the purchase procedure is completed. Therefore, you will need to cancel your current order and place another order with the coupon applied. Please fill in the following items and contact us through the contact form.

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

Please note that deliveries may currently be delayed by up to two weeks due to the Corona disaster.

If you wish to cancel your reservation at the official online store, please fill in the following information and send it to the contact form.

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

Service agreement, user registration and login

User registration (free of charge) is required to use the AlterLock application.

In order to use AlterLock devices, a service subscription (free for 30 days) is required. The contract will allow you to register and use up to 3 devices from the app.

How to register your account

  1. Open this page 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.

How to subscribe to the service?

  1. Please confirm the contents of "How to use this service" and complete the procedure from "Service Agreement".

Related item

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 contact forms.

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

  • AlterLock device ID
    *Please refer to the page containing the authorization code in the Start Guide enclosed with the product.

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.

Payment method

We accept only PayPal as payment methods for our services.

Related item

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.

You can check your subscription status by logging in with your registered user ID (email address) and password from this page. If you have already subscribed to the service, the message "You have already subscribed to the service. message will be displayed.

To cancel the 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 free period or coupon application period.
*You can use the service during the contract period even after cancellation.

How to cancel the service

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

You can use up to three devices with one service agreement.

Since there is a limit to the number of Bluetooth devices that can communicate with a smartphone at the same time, it is not possible to use more than three devices from the perspective of stable operation.

About the App

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

Old Smartphone

  1. [Release Device] the AlterLock device from the app.
  2. (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

  1. Install the app
  2. Log in with your account
  3. Registering an AlterLock Device

You may register and use up to three bicycles and AlterLock devices per account (one service contract).
You can switch 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.

Please use AlterLock device from one smartphone. If you wish to use the AlterLock device on another smartphone, please "Release" and "Register" the AlterLock device.

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Using apps consumes less than 1% of a smartphone's battery per hour, including Bluetooth, on most models.
*Battery consumption varies depending on the OS, model and usage of the smartphone.

The app can be used with smartphones running Android 5.0 or later or iOS 11 or later and compatible with Bluetooth 4.0 or later. However, some Android devices may not work even if they are compatible with the OS version. For more details, please check "AlterLock smartphone compatibility check status".

This service cannot be used from a PC or tablet, but can be used with a smartphone running Android 5.0 or later or iOS 11 or later and supporting Bluetooth 4.0 or later. Please refer to this page for the confirmed smartphone models.

About the device

For security reasons, you cannot turn off the AlterLock device. If you want to disable the feature, please go to the main screen of the app and turn off Periodic Transmission and further switch to the Unlocked state.

Motion detection is performed when the accelerometer on the AlterLock device detects movement above a certain level.

The detection sensitivity can be changed according to the following scenes.

  • 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

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.

Waterproof and dustproof

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.

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.

How to update the firmware

  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. Connect the USB cable and check that the red or blue LED is on.
  5. Follow the instructions on the screen to perform the update process.
  6. When the update is complete, the AlterLock device will automatically reconnect.

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The alarm on AlterLock devices is approximately 90 dB loud. By default, the device is set to sound a small warning sound only when it is locked and first detected.

This feature is intended for use in environments where bicycles are moved or where misditections are likely to occur.

AlterLock device is in "Locked state" and starts to acquire location information after it becomes stationary after the second or subsequent motion detection.
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.

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Failures and Product Warranty

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

Please charge your device beforehand and unplug the charging cable. Then press the switch firmly and vertically for at least 2 seconds. The blue LED will flash for 3 seconds.
If it still does not flash, the device may be faulty. Please contact us using the inquiry form.

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 contact us using the contact form.

The alarm is triggered when a certain level of motion is detected after the device is set to the "locked" state. However, the alarm may not sound due to the following settings or conditions.

  • 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.

If none of the above applies and no alarm or system sound is heard, the device may be faulty. Please contact us using the contact form.

If you would like to return or exchange an item due to an initial defect, please check the following. If it is determined that the product is initially defective, we will be happy to exchange it.

  1. Please check in advance if there is a corresponding problem in the troubleshooting.
  2. 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

To disable the alarm and tracking features, please turn off "Periodic Transmission" on the main screen of the app and switch it further to "Unlocked state".

If you wish to pass on your AlterLock device to someone else, please " Release" the device from the device settings in the app before passing it on. If you do not release the device, it may cause unintended behavior.


Contact us

If the problem persists, click here