We are sorry to hear that you have lost your key. So that we can make you a replacement key, we need the key number - which is engraved on the key or which you have written down - as well as the serial number of your e-scooter. A processing fee of EUR 49.00 plus shipping costs will be charged for issuing the replacement key. Please send us the necessary information so that we can initiate the process of making your replacement key.

We are very sorry to hear that your e-scooter has been stolen! We are glad that you contacted us. We have noted the serial number of your stolen e-scooter in the system and are keeping our eyes and ears open for possible inquiries. If you have taken out EGT comprehensive insurance with theft protection, it is necessary for you to report the theft to the police. The deadline for this is 2 days. Please send the theft report to service@my-egret.com. Once we have received the theft report, we will contact the insurance company. As soon as we have the OK from the insurance company, we will send you a new e-scooter free of charge. Please note that we will charge you a deductible of € 85 due to the comprehensive insurance cover. Your comprehensive insurance expires with the claim “theft” and the delivery of the new replacement e-scooter. We recommend that you take out new comprehensive insurance for your replacement e-scooter under EGT Kasko. If your My Abo scooter is stolen, it is also necessary for you to report the theft to the police. The deadline for this is 2 days. Please send us the theft report to service@my-egret.com. Once we have received the theft report, we will contact the insurance company. As soon as we have the OK from the insurance company, we will send you a new My Abo Scooter.

Too bad you want to sell your Egret e-scooter, but we are happy to help you! To arrange everything necessary, please let us know the serial number of your scooter. We will then make a note in the system that you have sold your e-scooter. This way, we are always up to date with future inquiries and can respond accordingly.

If you decide to purchase a current Egret model, we will be happy to take your old Egret e-scooter as a trade-in. Your old e-scooter must still be in working order, i.e. it should be able to be switched on and ridden on site, and the accessories such as the power supply unit must be complete. For organizational reasons, we can only make you this offer if you hand in your old Egret e-scooter at our showroom in Hamburg's Speicherstadt. It is best to send us some information about the model and condition of your e-scooter in advance. This will allow us to let you know in advance what value you can expect for the trade-in.

Batteries installed in e-scooters must not be disposed of with household waste. As a user, you are legally obliged to return these used batteries correctly. We recommend taking used batteries directly to municipal collection points or local retailers where they can be disposed of safely. For safety reasons, we ask you not to ship the batteries. As an e-scooter dealer, we are obliged to take back used batteries that are installed in the products we sell. You can return such batteries to us free of charge at the following address: Walberg Urban Electrics GmbH Alter Wandrahm 6 20459 Hamburg. If you have any further questions, please contact us at service@my-egret.com.

Please excuse the fact that your Egret Pro does not offer the usual riding comfort. There can be various reasons for the rear wheel becoming a little loose. In particular, if you have left your Egret e-scooter standing for a longer period of time, the tyre may no longer sit flat in the rim. Low air pressure or fluctuating temperatures increase this effect. In this case, please let some air out of the tyre and knead it well. If necessary, use a little soapy water (rinse well afterwards) to roll the tyre well. Then inflate the tyre again. The tyre should now be properly seated in the rim again. As the rear wheel is a safety-relevant part, we ask you to check whether it is sufficiently tightened - and if it is not, to do so as soon as possible or to have it tightened by qualified personnel. The values we recommend are as follows: Egret Pro: front wheel 7 - 9 Nm; rear wheel 18 - 22 Nm Egret X: Both wheels 25 - 30 Nm Once this has been done, you can ride your Egret again without any worries. In our dealer search, you can view all our partners and see which of them also offer service. You can use the filter function next to the address entry to select the search radius. Alternatively, you can of course have all repairs and inspections carried out by us. However, this requires you to send in your e-scooter. If you decide to do this, please let us know so that we can provide you with the shipping address. Please note that there are costs for shipping, repair and maintenance and that we strongly advise you to only send the e-scooter in its original box.

This is nothing to worry about at first. Rather, your e-scooter has activated a protective mechanism so that the energy that the motor inevitably generates when travelling downhill does not overload the battery when it is already fully charged. As soon as you take a short break, the battery can recover and you can continue your journey without any worries. However, it is generally advisable to avoid riding downhill continuously with a fully charged battery so as not to put too much strain on the motor or battery.

No need to worry, we will be happy to help you! Please complete our service request form so that we can provide you with the best possible support. In order to help you quickly and effectively, we need the model of your e-scooter and the exact error code that the device is displaying. With this information, we can diagnose the problem precisely and offer a suitable solution.

Technically speaking, it is possible to retrofit the indicators of the Egret X+ to your Egret X with a little manual skill. Unfortunately, from a legal point of view, you will immediately lose your licence and insurance cover. This is due to the categorisation of e-scooters as motor vehicles, which very strictly stipulates whether and if so, what can be retrofitted or attached. At this point, we can only advise you against converting your Egret X unless you only plan to ride it on private property. But even then, the insurance company may claim that your e-scooter has been modified in the event of a claim. We would have preferred a different approach at this point.

Viele Reparaturen an deinem E-Scooter können prinzipiell mit etwas handwerklichem Geschick selbst durchgeführt werden. Detaillierte Anleitungen dazu findest du auf unserer Service-Seite unter diesem Link. Wir möchten jedoch betonen, dass du das richtige Werkzeug benötigst und empfehlen, Reparaturen vorzugsweise von Fachkräften aus dem Fahrradhandel oder bei uns durchführen zu lassen. Falls du dir unsicher bist, ob du eine Reparatur selbst durchführen kannst oder solltest, zögere nicht, uns vorher zu kontaktieren. Es ist besser, einmal mehr nachzufragen, um sicherzustellen, dass alles richtig gemacht wird. Bitte beachte, dass wir keine Haftung für Schäden übernehmen können, die durch unsachgemäßen Einbau von Teilen oder nicht korrekt befestigte Verbindungen entstehen. Solltest du Unterstützung benötigen, kannst du deinen E-Scooter nach Voranmeldung bei uns einschicken. Nutze hierfür bitte unser Serviceformular.