After-sales service FAQ

  1. General questions

    Your STAJVELO account

    In order to make purchases on Stajvelo, you will need to create an account.
    Your Stajvelo account will allow you to easily do the following:

    • Follow your orders and view your purchase history.
    • Request a return directly from your account.
    • Save your address and payment information to make future purchases.
    • Manage the information in your account, your different delivery addresses and email parameters.  

    How do I make purchases?  

    • Click on the E-BIKE or ACCESSORIES section.
    • To configure your e-bike: go to the E-BIKE section, select the color of your frame, rims, seat post/stem and handlebar. Select your height. Then press the BUY button.
    • To purchase accessories: go to the ACCESSORIES section, then select your accessories and the characteristics of your choice, and click on the BUY button.
    • Verify the items in your cart by clicking on the CART link in the upper right-hand corner of the page.
    • Click on GO TO CHECKOUT to place your order.

    To follow your order

    Once your order is confirmed, you will receive an email indicating the information on your order. When your order has been shipped, you will receive the tracking number by email.

    You can also follow your order by logging into your Stajvelo account, and selecting My account, Status of your order.

  2. Products and service

    How do I assemble my bike?

    Refer to the user and assembly instructions delivered with your bike.

    Do I have to fully charge the battery of my new e-bike the first time I use it?

    Before using your bike for the first time, the battery must be fully charged.

    Which information do I have to keep?

    You must absolutely save the purchase invoice and your ABUS key card.

    How can I maximize the battery life?

    To prolong your battery's lifespan, we recommend that you charge the battery every 2-3 months if you are not actively using it. In addition, even though lithium batteries do not need to be charged immediately after each use, we recommend that you charge them when the indicator shows less than 3 bars.

    Can I travel with my e-bike by bus, airplane, boat, or train?

    Check with the transport company in question, particularly with regard to the battery.

    Does my e-bike require maintenance?

    Electric bike maintenance is very simple and can be done at any bike shop or at home. Tighten the screws, bolts, and other moving parts once a month, as the vibrations can sometimes loosen them. We recommend that you check the screws and bolts every 400 km (250 miles). Refer to the user manual.

    Do I need protective equipment?

    We recommend that you always wear a bike helmet and appropriate protective gear and check the tires and brakes before riding. Be careful and comply with local speed limit laws.

  3. Breakdowns or other problems

    How can I obtain a new key?

    If you lose your key, send us your key number (CodeCard). We will order a new one for you once the quote has been accepted. It generally takes 2 to 3 weeks to receive a new key. You can also go to an ABUS outlet (see list on the ABUS website) and order a new key yourself.

    Can I order a new key without the key or the key number?

    No, you need either the original key or the key number.

    What do I do in the event of a flat tire?  

    A bike repair shop will be able to fix this for you.

    What if the battery, engine, or display are not working properly?

    Restart the system by pressing the on/off button on the control unit. You can also remove and reinstall the battery. If the problem persists, contact us by email: customerservice@stajvelo.com

    I did not find the answer to my question!

    No problem! We would be happy to answer your question. Please send a message via our contact page or send an email to customerservice@stajvelo.com

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