Contact support and attach useful evidence

Create a ticket

1. Open More > Help & support and review Quick help.
2. Choose Contact support.
3. Select a category and enter a short summary and clear description.
4. Optionally add purchase details.
5. Review diagnostics and attachment choices, then submit.

Include diagnostics

With your permission, BikeNet can include details that help support understand the problem: app version, phone model, operating system, language and region, bike and device readiness, event counters, telemetry, and gaps in recorded data. It does not include unrelated phone logs, passwords, or authentication tokens.

Diagnostics are shared only with your consent. If you add newer diagnostics to an existing conversation, BikeNet asks you to confirm again before sending them.

Add an attachment

You can attach supported screenshots or photos smaller than 15 MB. A clear photo of the component, its mounting, or the exact error screen is often more useful than a general picture of the bike.

You can also attach an available completed ride file. Ride files may contain precise location, time, sensor, bike, and diagnostic data, so review each file and the consent message before sending. Support replies remain in the conversation and sync to the portal.