FAQ Connect

Connect explained

A Connect e-bike is an e-bike with an Internet-connected module built in. This module ensures that the bike is always traceable using GPS. This is also clearly marked on the e-bike’s frame, so thieves will think twice before trying to make off with it. And of course, the location of the module is not visible as it is hidden inside the frame.

More information

A Connect e-bike has a module containing a GPS chip. When taking delivery of a Connect e-bike, you receive an activation code that you enter into the Connect app. This means you are always able to view the live location of your e-bike. It’s also easy to turn on theft protection via the app. If your e-bike is moved unexpectedly, you will receive a notification.

More information

A selected range of Gazelle e-bikes are available with Connect. You can find out which models these are right here on this page.

It is not possible to purchase Connect in combination with another e-bike.

Yes, you can. The Connect app displays useful data relating to your e-bike, such as its live location. It’s also easy to turn on theft protection via the app. If your e-bike is moved unexpectedly, you will receive a notification. In the event of theft, you can then report it immediately to the police.

It’s very annoying to have your e-bike stolen. Always report the theft to the police.

Yes, in order to use all the functionalities of the Connect app, you do need a data plan. Only then can you enable features such as theft protection.

Yes, you can resell your Connect e-bike. However, please bear in mind the following actions:

  1. Pass the activation card or code on to the buyer

  2. Remove the e-bike from your Connect app

Yes, a Connect e-bike has Bluetooth. This allows the Connect app to show you the bike data when you are nearby.

Your smartphone must be paired once via Bluetooth. This can be done via the Bluetooth info card or by tapping ‘Details > Bluetooth’. You’ll then be automatically connected when you’re near your bike.

If you don’t want the app to connect to your bike via Bluetooth, you can turn it off on the ‘Bike’ tab via ‘Details > Bluetooth’.

Connect app

For the app to function a data plan is required. When purchasing a Connect bike, this is included as standard. After the term expires, you can easily renew the subscription in the app and pay a fixed annual amount of only £35.

The Gazelle Connect app is downloaded directly from the App Store or Google Play. Search for “Gazelle Connect” or click on one of the links below to start the download.

Download the iOS app
Download the Android app

The Connect app only works with e-bikes that have a Connect module. You can find out which models these are right here on this page.

The Connect app is available for smartphones with Android 7.0 or later and iPhones with iOS 12.0 or later.

Yes, in order to use all the functionalities of the Connect app, you do need active Internet connection. Only then can you enable features such as theft protection.

You can add your Connect e-bike to the Connect app using an activation code. Follow the steps described on the activation card and in the app.

The activation code is delivered with your Connect e-bike on a sticker in the battery tray or as a paper activation card. Keep it safe for future use (such as re-adding your e-bike or if you sell your e-bike). If you can’t find the activation code, you can request it via Gazelle Customer Service.

Some data in the app is approximate. It may not exactly match the data on your e-bike’s display. Another possible cause may be that, if your e-bike has not been used for a long time, the module may not have enough battery charge to send new data. In this case, we recommend that you charge the e-bike properly, change your assistance level and go for a bit of a ride. After a few minutes, new data should be visible in your app.

Your e-bike is visible on the map in the Gazelle Connect app and sends its location to your app every four minutes during active use. That means the location of your e-bike on the map may differ slightly from reality.

When the e-bike is switched off, no more new signals are sent and the last location of your e-bike is shown.

If the actual location of your e-bike is different from the location shown on the map, check the last time the e-bike sent a signal. You can see this by going to ‘Settings’ in the app and then to the ‘Bike’ tab. It is displayed in the upper right-hand corner next to the e-bike. This summary shows the date and time of the last message.

If the e-bike is not used for a long time and the battery charge is low, you may find that no location data is shown in the app. When the battery is sufficiently charged, the e-bike will be displayed again.

You can still cycle, because a Connect e-bike works without using the app. You will simply no longer receive notifications if your e-bike moves unexpectedly.

You can always choose not to use the Connect app. However, you will no longer have the benefits of the app, such as movement notifications and the ability to view your bike data.

Want extra security when you store your e-bike? You can secure your e-bike with the security button in the Connect app. You will then receive a notification when your e-bike is moved.

Theft protection works using the motion sensor in the module. You can see how this works for your e-bike in the app via ‘Details’ on the ‘Bike’ tab.

The activation code is delivered with your Connect e-bike on a sticker in the battery tray or as a paper activation card. Keep it safe for future use (such as re-adding your e-bike or if you sell your e-bike). If you can’t find the activation code, you can request it via Gazelle Customer Service.

You can add your Connect e-bike to the Connect app using an activation code. Follow the steps described on the activation card and in the app.

Yes, you can easily add multiple Connect e-bikes to one Connect app account. On the ‘Bike’ tab, simply tap the blue plus and follow the steps.

Please note, it is not possible to add a single Connect e-bike to multiple Gazelle Connect app accounts. However, it is possible to log in on multiple smartphones using the same Gazelle Connect app account. You will then immediately see all previously added e-bikes.

Yes, you can always share your e-bike with family or friends. If they want to use the app as well, they can download it on their own smartphone and log in using your details.

Your e-bike is visible on the map in Connect app and sends its location to your app every four minutes during active use. That means the location of your e-bike on the map may differ from reality. Please note that when your e-bike is indoors or in a rural area, it may not be possible to connect to the Internet.

Do you often take short trips or are you not going to be cycling for a while? If so, we recommend that you continue to charge the e-bike properly. Our advice is to use the e-bike at least once every 5 days or to ensure that the e-bike battery is sufficiently charged.

The battery of the GPS module is only charged when the e-bike is turned on. A fully charged battery lasts at least 10 days. The battery of the GPS module is not charged when you are charging the battery.

Some data in the Connect app is approximate. It may not exactly match the data on your e-bike’s display.

Do you often take short trips or are you not going to be cycling for a while? If so, we recommend that you continue to charge the e-bike properly. Our advice is to use the e-bike at least once every 5 days or to ensure that the e-bike battery is sufficiently charged.

Theft protection alerts you when your e-bike is moved. On Android, you can choose the sound of this notification. On iOS, you choose between the sound of a bicycle bell, a horn or a police siren. Be sure to allow the app to send notifications and that your smartphone is not on vibrate or “Do Not Disturb” mode.

Theft

It’s very annoying to have your e-bike stolen. Always report the theft to the police.

Once your e-bike is found, you can pick it up at the police station. If your e-bike has been damaged, go to your bike store to get a quote for repairing it. Once the estimate has been approved, you can have the damage repaired by the bike shop. It if is undamaged, then you can simply get back on the road.

Once your e-bike is found, you can pick it up at the police station. We recommend that you always visit a Gazelle bike shop afterwards to have the bike checked for damage. If there’s any damage, you can have it repaired there.

No, you’re not allowed to go after your stolen e-bike yourself. Always report theft to the police and let them help you find your e-bike.