How can we help?

Search the topics below for answers.
They provide quick answers to most questions.

The App

How do I unlock my myTIER e-scooter?

  1. Download our TIER app
  2. Register an account
  3. Go to the myTIER section in the app
  4. Connect your e-scooter in the app with the Bluetooth password included in the shipping box

After that, you can easily unlock your e-scooter for driving and lock it again for parking.

Do I need an internet connection to unlock my e-scooter?

The e-scooter is controlled via Bluetooth. However, an internet connection must be available to access the app.

I cannot connect my e-scooter to the app, what should I do now?

Before you will be able to connect your e-scooter to your smartphone, you will have to make sure that:
  1. The scooter has been fully charged.
  2. The scooter is in a range of maximum 15 m.
  3. You have a stable internet connection to your smartphone.

The app tells me that my password is wrong, what should I do?

When the app tells you that your password is wrong try first of all to:
  1. enter the default password you received upon delivery
  2. check that there's no punctuation marks or spaces written in the password field
Does the above not solve your issue try the following:

If your password (entered manually & with no space behind/between) is not accepted but the scooter light turns on:
  1. Get out of the myTIER section in the app until you see the map from our rental service
  2. Stay in the app and go to the myTIER section again.
  3. Now you should find yourself in the right section and see the dashboard.
  4. Click on Menu -> Scooter Update and click on "Update".
If it doesn't work the first or second time (error code 302 or idle) please try again until the update is done 100%.
  1. Close the app completely (also in recently used programs)
  2. open the app again and connect to the scooter

Should you have any further questions, please do not hesitate in contacting us again.

I am connected but I cannot use the app features, what should I do now?

Disconnect your e-scooter from the app via "Unpair", restart the app and enter your Bluetooth password again. Are you still experiencing issues? Then try to reinstall the app or to restart your phone.

How can I update my e-scooter's firmware?

Step 1: Download the latest app
Download the latest version of the TIER app from the App Store or Google Play to operate your myTIER GO with the latest features.

App Store
Google Play

Step 2: Reconnect your e-Scooter
Your e-Scooter needs to be reconnected. Please use the password provided in the shipping box to connect with your e-scooter.

Step 3: Update firmware, following steps:
Android: Menu -> Settings -> ''Scooter Update'' -> Upload 100%
iOS: Menu -> ''Scooter Update'' -> ''Update'' -> Upload 100%
Note for iOS: After a successful update, the "Scooter Update"" button will disappear and will be replaced by the "Settings" button.
Does your firmware update not seem to have been completed? Don't worry, sometimes you will need to try multiple times until it reaches 100%.

Step 4: Change password as desired
After a successful firmware update, you can change your password under "Settings" to personalize it.

Which app do I need in order to use my myTIER scooter?

In order to use your new myTIER e-scooter, you will need to install the TIER ,,e-Scooter-Sharing & more'' app. You'll find the links for the app here:

App Store
Google Play

How can I lend my e-scooter to someone else? Do I just have to share the bluetooth password?

Correct, by passing on the password, a friend can connect to the scooter via Bluetooth.

The Scooter

Why is my charger blinking red?

Charging a lithium-ion battery at low temperatures is generally not recommended, as this can reduce the service life of the battery and, in the worst case, damage the battery. We recommend that you bring your scooter and charger (separately from each other) to a warm place and let them warm up for a few hours before recharging the scooter. Please note that it may take longer depending on how long the scooter and charger have been stored at low temperatures and how warm the room is in which you let them warm up. If the charger is still flashing red after a few days after you have taken the scooter and charger to a warmer room, you can contact our Customer Care.

How is the myTIER scooter different from the scooter I can rent via the TIER scooter sharing app?

The myTIER GO e-scooter is different from the scooter you can rent via TIER scooter sharing. With its simpler software and lighter design (including its folding mechanism), it is more user-friendly and adapted for individuals.

My e-scooter is displaying an error code, what can I do?

In the e-scooter manual you will find a list of error codes and their meaning. We recommend you to check this list in order to understand how to fix the issue you may be having. Are you unable to fix the issue yourself please do not hesitate to contact our Customer Care team for a solution.

How does the folding mechanism work?

The e-scooter is foldable which is why it's easy to bring with you when i.e. using public transport.

How do I adjust the brakes on my scooter?

By clicking here you will find a brief summary of how to adjust your brakes.

Does myTIER offer different e-scooter models?

No, myTIER is currently only selling one e-scooter model, which is the myTIER GO e-scooter.

Who is the manufacturer of the myTIER e-scooter?

The manufacturer of the myTIER e-scooter is the company Okai. TIER Mobility GmbH acts as the distributor.

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Is the insurance sticker included with the purchase or do I need to purchase a separate vehicle liability insurance policy?

All German myTIER GO customers receive a voucher for AXA's e-scooter liability insurance - completely free of charge up to and including February 2021. For this purpose, we have found a reliable partner as insurance provider in Alteos. You can only activate your insurance coverage with the vehicle identification number (VIN). You can find it in the vehicle documents and on your myTIER Go. Note: The purchase of a myTIER GO does not oblige you to take out an e-scooter liability insurance, unless you want to move your myTIER GO on public roads.

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Is theft protection covered by the e-scooter liability insurance?

No, but it is possible to optionally book theft protection (subject to a fee).

Can I also gift the e-Scooter or is the liability insurance voucher issued to the buyer personally?

The myTIER GO can easily be gifted. The voucher for the e-scooter liability insurance is not tied to a person.

Can I resell my e-Scooter? What do I have to consider?

Yes, you can resell your e-Scooter at any time. However, please note that this will void our warranty and the new buyer will need to purchase their own liability insurance.

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Contact

How can I get in contact with the myTIER Customer Care?

Our myTIER Customer Care team can be reached via e-mail on: mytier@tier.app. We are happy to help!

Driving Range & Battery Capacity

What is the driving range of the myTIER e-scooter?

With a maximum speed of 20 km/h and a driving range of up to 30 km, your myTIER GO e-scooter will take you quickly and safely to your destination. The range of electric vehicles is influenced in particular by outside temperatures, driving behavior, load and road conditions.

How long will battery last?

The exact battery performance may vary individually depending on the usage. High-quality Panasonic cells were used to create the battery on the myTIER e-scooter. Even after 400 charging cycles, if handled properly and the charging instructions from the operating manual are followed, the battery shouldn't lose more than 40% its capacity.

Can I plug my charger into any power outlet and charge my e-scooter?

Yes, the myTIER GO can be charged at any power outlet as long as it is not damaged. Please make sure that your charger or e-scooter is not wet while charging.

Returns

For how long can I return myTIER products if they don't meet my expectations?

After receiving your order, you have 15 days to declare your return request. Please contact our Customer Care for the next steps at mytier@tier.app.

Can I test drive the e-scooter before I decide whether to keep it or return it?

Of course you can test drive your new e-scooter. However, we would like to point out that any damage or excessive dirt may result in a deduction from your final refund.

How does the return work?

If you would like to return your e-scooter or any myTIER products, please contact our Customer Care at mytier@tier.app. We created a return booklet for you, to make the process as easy as possible. You can download it here

Does the buyer have to pay shipping costs in case of a return?

In the case of a return due to non-satisfaction, the buyer is required to pay for the shipping costs.

After sending back my order, how long does it take to receive a refund?

Once your order has been returned to our warehouse and its physical and visual condition approved, we will be able to issue you a refund.

Shipping

Which carrier will my e-scooter be shipped with?

Your e-scooter will be shipped with DHL. The shipment will be notified by email. You will then be able to request a specific delivery date. Due to the size of the package, it cannot be delivered to neighbours. If you are not available, the package will be deposited at the nearest DHL depot.

To which countries can my e-scooter be delivered to?

myTIER is currently available in Austria, Finland, and Germany.

How much is shipping?

Shipping is handled by DHL. It is free of charge for customers in Germany and Austria. Shipping to Finland costs 19,00€.

How long does shipping take?

For shipments inside of Germany the expected delivery time is 2-4 days. For shipments outside of Germany the delivery time is expected to be 9-12 days. In both cases national and regional holidays are excluded. The shipment will be notified by email.

Where can I track my order?

After your order has been shipped, you will receive a tracking number via email. You can easily track your order via the DHL tracking portal. There you can also specify the estimated delivery time.

My order is missing, what can I do?

If DHL has declared your order as lost, we recommend you to contact our Customer Care at mytier@tier.app immediately. We will be able to assist you further!

Other

How does the warranty work?

The myTIER GO is a new product and therefore the legal warranty period of 24 months is applicable.

Is there any limitation to where I can use my e-scooter?

No, there is no limitation to where you can use your e-scooter. However, as with any on-road vehicle, local regulations must be adhered to.

How do I recycle the batteries of my e-scooter?

Batteries and rechargeable batteries must not be disposed of in your household waste. The law requires you to properly return used batteries and rechargeable batteries. The easiest way to do this is at your local recycling center. Electrical appliances may also not be disposed of in your household waste container, but only via the waste collection and recycling systems of the communities.

Payment

Which payment options do I have?

At myTIER you have the following payment options: credit card, Amazon Pay and PayPal (by invoice or financing).

Is it possible to pay in advance? --> REMOVE

Payment in advance is currently not possible.

When do I receive my order confirmation?

You will receive your order confirmation right after placing the order.

Overview

Good choice
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- High quality metal finish
- Custom fit for your myTIER
- Portable e-scooter lock + 4A-Powercharger
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Frequently bought together

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Bag - 398 kr

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Helm - 398 kr