Frequently asked questions

Here we seek to answer all your questions.

If you need help finding what you're looking for, write to us !


How do I turn on my display?

To turn on your bike, press the "power" button on your display for 3 seconds. If the display does not turn on, remember to turn on your battery if it is Smart BMS.

How do I operate the lights?

For battery-operated lights, press the button located on the lights.

For lights that run on battery, depending on your display, follow the instructions below:

  • Press the "+" button for 3 seconds.


  • If the display has an "i" button, briefly press the "i" button and then hold the "+" button for 3 seconds.
Where can I find the serial number of my bike?

It is located either on the head tube or below the bottom bracket.

Where can I find accessories for my bike?

Head to our accessories page to find different accessories, such as helmets, mirrors, locks, smartphone holders, storage bags, baskets, and tarpaulins.

How do I choose a bike according to my size?

To find the right bike size for you, here is an indicative table :

1m60 to 1m70
1m65 to 1m75
43 cm
48 cm

For XS sizes, we have a dedicated model, the FACELIA, with a 39 cm frame and 24" wheels.

How far will my bike go?

The achievable distance depends on your battery's capacity and its charge level. The latter decreases more or less quickly depending on the level of assistance used, the type of user, and the riding conditions (gradient, wind, terrain, temperature...).

The battery is a consumable component with a limited lifespan; eventually, its capacity and performance are reduced and must be replaced. The age of the battery can therefore contribute to changes in the performance of the eBike.

To see your estimated range, you can install our myNEOMOUV application, which can be connected to your bike (Only compatible with certain models).

How do I increase the range of my bike?
  • At start-up: set your assistance to the low position and choose a medium gear. If your route is hilly, ensure you engage your gears as you would on a mechanical bicycle, this will place less strain on the motor and, therefore, the remaining battery.
  • In traffic jams: set the assistance to the low position and engage a lower gear before coming to a stop. This will help to reduce the acceleration and save your battery.
  • Hill start: before stopping, set your derailleur to a lower gear, and adjust the assistance according to the road.
  • Non-stop route: If the road is clear (no red lights, traffic jams or countryside routes), choose your assistance and set the derailleur in a higher gear. This will allow you to maintain a higher speed while saving energy.
  • Uphill: This is where your battery is drained the most, so if you are low on charge, try using a lower assistance level whilst travelling uphill.
How do I operate the walk assist?

Press the "power" button briefly and hold the "-" button for a few seconds.

How do I change from miles (mph) to kilometres (kmh)?

Hold the "+" and "-" buttons simultaneously to access the settings. Choose "Display Setting" and validate by pressing the power button. Press on "+" and "-" to "Toggle Units". Once switched, head to the exit and press the power button one final time.

Where can I find the manual and certificate for my bike?

Please find all the documents corresponding to your bike in the Documents tab of our website.

Application (for connected bikes in the range)

Is my phone compatible with the myNEOMOUV app?

We developed the app for Android and iOS (Apple) operating systems.

Can I connect several bikes to the myNEOMOUV app?

You can connect the app to all "connected" NEOMOUV bikes with no limit on the number.

How do I connect my bike to the myNEOMOUV app?

Connect Bluetooth to your phone, turn on your bike's display, and tap "connect my bike".

What are the features of the application?

With myNEOMOUV you can:

  • See the range of your battery and the distance you have travelled.
  • Choose your level of support.
  • Turn lights on and off.
  • Follow your route live and keep it in history.
  • View riding data.
  • Receive notifications for maintenance and to report a problem on your bike (coming soon).


Where can I buy my NEOMOUV bike?

You can visit one of our 600 authorised distributors in France, the UK, Spain and Portugal. You can also order your NEOMOUV bike in France at in the UK at, then have it delivered.

How do I find a dealer?

To find one of our 600 distributors, go here and enter your postal code.

What payment methods do you accept?

We accept payments in credit cards, 100% secure. You can also pay in 3 or 4 instalments free of charge.

Is my bike eligible for grants?

You can benefit from regional and national aid. You will find the certificate of conformity necessary for the constitution of your file on our website. To learn more about aids near you, it's here.


Do you offer insurance for my bike?

In France, you can insure your bike with our partner Qover: a package + 24/24 assistance or a package + 24/24 assistance + material damage. Via this link or with the promo code NEOMOUV15, you get 15% discount every year.


How much does it cost to deliver my bike?

Delivery is free everywhere in metropolitan France and the mainland UK.

Where can I have my bike delivered?

You can have your bike delivered to one of our 600 distributors, who will prepare your bike and give you the first tips for use.


Where can I obtain after-sales service and maintenance for my bike?

If you require after-sales service/maintenance, you can go to one of our 600 distributors. To find the one closest to you, it's here.

What is the warranty policy?

After registering your bike on our website, you will have access to the extent of the guarantees for your bike. The warranty is two years, excluding wear-and-tear parts (brake discs, pads, tires, etc.). For the frame, the warranty is five years.

Maintenance tips

How do I maintain my Neomouv bike?

Like any mechanical component, a bicycle undergoes high stresses and wears out. Different materials and components can react differently to wear or fatigue. If the life of a component has been exceeded, it can fail, potentially injuring the rider. Cracks, scratches and discolourations in areas under high stress indicate that the component has exceeded its service life and needs to be replaced. During a professional service, the mechanic will assess these parts and advise on any potential issues that may occur if not dealt with.

Apart from annual servicing, you should check some components more regularly:

  • Tightening the wheels
  • Tyre wear (replace the tyre as soon as the wear indicator is reached).
  • Ensure tyres are inflated to within limits printed on the tyre. Contact your authorised distributor for more information.
  • The condition of the rims and spokes (rims must be smooth, without cracks, breakage or deformation. If you notice an anomaly, have them checked immediately).
  • The tightening of the steering, pedals, and saddle.

Because of its weight and inertia from the motor, ensure you leave a greater distance for breaking, especially in slippery conditions.

To better preserve your bike, maintain it regularly:

  • Check the brakes and replace the brake pads as soon as they are smooth.
  • Clean your bike regularly with a sponge and soapy water.
  • Do not use detergent or high-pressure jets.
  • Clean and grease bearings every six months.

When cleaning your bike, remember to rinse and dry the different parts of the bike to remove standing water, thus avoiding early risks of corrosion.

Lubricate the chain lightly and regularly (about once a month).

Do not use lubricant on rim surfaces, tires and front and rear brake pads.

The maintenance of an electric bike is essential to guarantee its longevity as much as possible

How do I store and protect my bike when I'm not using it?

If you do not use your bike for a while, it is best to remove the battery, recharge it (every two months) and then store it in a cool, dry place at room temperature, away from moisture.

Store your bike inside.

Make sure never to leave your battery completely discharged for periods longer than three days.

Caution: In case of too infrequent use of the battery (1 time every two months only), the battery's capacity will decrease much faster than in regular use. A battery's energy comes from a chemical reaction, which needs to be activated regularly enough to maintain its efficiency.

What are the best battery care tips?
  • Avoid any proximity to a fire.
  • Never leave the battery exposed to the sun for a long time.
  • Never recharge the battery in the rain or a damp place.
  • Never spray the battery directly with water or any other liquid.
  • Refrain from immersing the battery in liquid.
  • Do not expose the battery to temperatures > to 40°C and < to –20°C.
  • Never drop the battery; put it in a stable place (Beware of the risk of short circuits and overheating in case of impact on the battery).
  • Never open the battery. The opening can generate significant risks of electrocution and renders the warranty void.
  • Avoid short circuits on charging connections.
  • Use the battery for its intended use only.
  • Never let a child play with or manipulate the drums.
  • During periods of inactivity, store the battery in a dry and cool place and at a temperature > 10°C and < 40°C.
  • Never leave your battery completely discharged for periods longer than three days.
  • In case of prolonged non-use, recharge the battery every two months.
  • Use only the supplied charger to recharge your battery.
  • CAUTION: In case of too infrequent use of the battery (1 time every two months only), the battery's capacity will decrease much faster than in the case of regular use. A battery's energy comes from a chemical reaction, which needs to be activated regularly enough to maintain its efficiency.
  • CAUTION! Electrical and electronic products contain hazardous substances that have harmful effects on the environment or human health and must therefore be recycled. You MUST not throw away your battery or charger with your household waste.
  • For your safety, read the instructions on the battery label carefully.
What are the best tips for charging?
  • Do not plug the charger into the mains with wet hands (danger of electrocution).
  • Always make sure it is compatible with the local power grid.
  • Charge the battery in a ventilated room.
  • Do not charge it in a humid environment or near a flammable or explosive product.
  • Do not store near a hot appliance.
  • Do not charge a defective or unserviceable battery.
  • Do not leave the charger plugged in and its connections within reach of children.
  • Do not expose it to rain.
  • Do not put an object on it or cover it during charging.
  • Take care of the electrical input and output wires.
  • To protect it after a long charge (more than 24 hours), disconnect the electrical connection and let the device cool in a dry and ventilated place.
  • When charging is complete, disconnect the charger from the battery.
  • Avoid leaving the charger connected to the mains for more than 24 hours.

Warning: For your safety, it is forbidden to open the charger (risk of electric shock). For your protection, carefully read the information on the label on the back of the charger. Contact your authorised NEOMOUV distributor for any failure on the charger.

What are the tips for the motor?

It requires no special maintenance on your part and has a 2-year manufacturer's warranty. However, we advise you to have it serviced by an authorised distributor.

Caution: Although designed to resist water, we do not recommend cleaning it with a high-pressure jet.

What are the safety recommendations?
  • If your e-bike was designed for city and road ride use, don't use it as a mountain bike.
  • Please do not sit on the bike; when the kickstand is engaged, as it may break and make you fall suddenly.
  • Stay alert, and do not dwell on the bike's display when you ride.
  • On public roads, anyone riding a bicycle must respect and follow the highway code of the country where they are located as well as the legal requirements concerning this type of transport (e.g. lighting, signage, wearing a helmet (recommended), reflectors etc.).
  • The bike's lighting is mandatory in case of traffic at night or during the day when visibility is poor.
  • Wearing a helmet is strongly recommended.
  • Wearing a reflective vest is mandatory when driving at night or during the day when visibility is poor.
How are bicycles recycled?

NEOMOUV is a partner of the COREPILE and ECO-SYSTEMES organisations allowing its customers efficient and safe recycling of batteries and electrical and electronic waste. We are also proud to be part of the cycle industry's commitment to sustainable packaging, and NEOMOUV was one of the first companies to sign this commitment.