Frequently Asked Questions
Do you have another question or good tip?
We have explained as many things as possible in the topics below. Is the answer to your question not among them? Please contact our customer service. We are here for you on weekdays from 8:30 am to 5:00 pm.
Do you have a tip you'd like to share? Please do! We are constantly trying to improve our products/services. Tips are therefore welcome via: contact@bypoint.nl
Bypoint
Van Vlissingenstraat 1
9403 BB Assen
KvK number 81853122
Tel: 0592-250999
E-mail: contact@bypoint.nl
About your order
Additional accessories such as a charging cable, power bank, USB plug or more can be ordered through the webshop. Accessories are not available at retail outlets.
Do you buy the Bypoint physically at one of our resellers? Then you pay the product price at checkout. The mandatory Bypoint active license you pay via bypoint.co.uk during the activation process.
When you order a product through our webshop, you fill in the required details. You can pay the purchase amount directly via Ideal, Credit Card, Visa or Sepa. You will receive your purchase invoice by e-mail.
Have you received a discount voucher from us? You can only redeem it online through the webshop. Follow the steps when purchasing the Bypoint and redeem the code in the field that appears before checkout. Unable to redeem the code? Please contact us. We will still put your order in the system for the discount price depending on the voucher you have.
Shipping
Orders made online in the webshop are shipped with DHL. We aim to ship your order the same day (if ordered before 5 p.m.). Updates on your shipment will be received via email by us and the shipping courier.
Did you not receive an order confirmation or mail with track&trace code after payment? If so, please contact us.
The Bypoint fall detection system has the legal warranty period of 24 months. The battery and accessories we sell are covered by a 3-month warranty. This warranty applies to normal use, damage caused by your own or others' actions is never covered by the warranty.
Should there be any problems with a product, please contact our customer service. Send an email to klantenservice@bypoint.nlmetand we will try to help you as soon as possible. Our customer service will always try to remotely make as accurate an analysis as possible to solve the problem for you. If this does not work, you can send the product in protective packaging with a covering bill stating your name, address, telephone number and email address to:
Bypoint
t.a.v. klantenservice
Van Vlissingenstraat 1
9403BB Assen
Netherlands
Upon receipt, we will try to resolve the problem as quickly as possible and determine whether any damage is covered by the warranty. If necessary, we will always contact you to discuss the next steps together.
In the unlikely event that one of our Bypoint products does not meet your expectations, you can return the undamaged and like-new Bypoint product within 14 days in its original packaging at your own expense, stating your customer number and name.
Bypoint
t.a.v. klantenservice
Van Vlissingenstraat 1
9403BB Assen
Netherlands
If your return meets our return conditions, you will receive within five working days the purchase amount of your return to us refunded to the bank account number provided at registration.
My Bypoint account
Under additional details there are all kinds of videos related to installation. Can't open or download the videos? Then refresh your page to start a new session.
After you order the Bypoint online you will receive an email with account information. Your account is necessary to activate and maintain your Bypoint. Follow the steps in this mail to activate your account.
Once you have received the order, you can activate the Bypoint and close corresponding license.
If you purchased the Bypoint in-store , create a new account through the website.
Notice! You will receive an email from us with a link to set a password. Sometimes this message ends up in your junk mail or SPAM folder by mistake. So please check these as well.
You may choose to appoint an administrative contact. Share your Bypoint account login information only with this person. This person can then also receive updates about the product, such as battery status, for example.
Standard account data can be changed at 'account details'. Are there details you want to change that are not listed here? Please contact us.
In case you forgot the data, you can easily press the "forgot password" button when logging in. You will then receive a new password by e-mail.
Make sure the mail address/username of the main applicant is the same. You can enter the names of the different user during the linking process.
Installation
Open the product packaging and check that all parts are present. Inside the package should be a Bypoint system, charging cable, user manual and bag with 2 mounting brackets and 4 screws. Also check that the back of the Bypoint and the bottom of the package have the same product code. We will come back to this later.
If you bought the Bypoint in the store, the first step is to purchase the Bypoint Active license at: https://bypoint.nl/product/licentie/. Here you choose a 1, 2 or 4 year license and pay for it all at once in advance. Visit your account and click activate in your dashboard. The activation code is on the back of the Bypoint and at the bottom of the product packaging. Go through the now steps to install the Bypoint.
In this step, you link the product to your account. This is necessary so that the backend knows which product to associate with the closed license.
- In the dashboard, click on product
- Please complete all fields. The required product code is on the back of both the Bypoint and the back of the product package and consists of eight characters.
- After you have filled in all the fields click link again. You now see that the status has changed and the Bypoint is linked.
Now that the pairing is complete, it's time to turn on the product.
- The Bypoint must have been charged for at least 6 hours or be charged during this step.
- Plug in the power cord and the Bypoint. Press the button on the bottom of the product for 20 seconds , then release the button. You will hear a beeping sound and the LED will begin to flash. The charging chip is now unlocked and the Bypoint should now be charged for at least 6 hours.
- Wait for the status of the page to change (this may take several minutes)
- Follow the instructions on the screen. The page refreshes automatically every minute, so you don't have to do this yourself.
- Once you have completed the steps, the Bypoint is enabled
You need to install the language and audio separately. This is crucial because after fall detection, you must also get audio feedback from the product.
- The Bypoint must have been charged for at least 4 hours or be charged during this step.
- Press the button on the bottom of the product for 20 seconds and then release the button. You will hear a beeping sound and the LED will flash from green to red.
- Press and release the button for 2 seconds . You will hear a second beeping sound.
- Wait for the status of the page to change (this may take several minutes). The page refreshes automatically every minute, so you don't have to do this yourself.
- If the status has changed you have set the language for your product.
Contacts will receive an SMS with the exact location when a fall is detected by Bypoint and you have not pressed the button.
You set up a total of three emergency contacts through the portal. In your dashboard, you'll see a "contacts" block. Follow the steps to set up three emergency contacts.
Want to change contact data? Then click on the appropriate contact and change the data.
Note! Check carefully which persons you want to add as emergency contacts. These persons are verified by an SMS they receive from Bypoint. The relevant contact person must then confirm or reject the request.
It is important that you attach the Bypoint to the bicycle correctly.
- For mounting, you will need the brackets, screws (depending on the thickness of the frame), T10 screwdriver and the Bypoint.
- Use the brackets and screws to screw the Bypoint to the seat tube. Caution! Don't screw the brackets too tight. As soon as you feel back pressure it is tight enough.
- Check that the brackets fit tightly to the frame and the Bypoint is secure.
Once the charging chip is activated you can charge the Bypoint. To do so, remove the plug from the connector. Use the included USB-C cable for charging.
You can use any USB plug to charge the Bypoint. You can also use the power bank if necessary.
Charging takes a maximum of 6 hours. For safety reasons, we deliberately supply the Bypoint with a low battery voltage. Depending on usage, the Bypoint can last one month with a full battery.
We strive to optimize the product as much as possible. To make sure your Bypoint is up to date you may need to load a new software update.
You do this easily in your profile and get notified when it is necessary.
When a new update is available you will be notified of this by email.
Use
How come no location appears after I use the Find My Bypoint feature?
In some cases, GPS coverage cannot be retrieved due to network obstacles. We depend on the 4G network. Unfortunately, the network can be disrupted by location, for example. The chances of making a good GPS connection indoors, for example, are a lot less than outdoors.
After you install the Bypoint, you can only use it when the battery is fully charged. You can find the battery status in the dashboard in your account.
After that, it is important that you charge the Bypoint once a month (depending on the battery percentage). When the battery is low you will also receive an email reminder.
Do the injuries not seem too bad or does it turn out to be a false alarm? Then press the button on the bottom of the Bypoint to cancel the call and prevent an SMS from being shared with your location.
Only find out later that drop mode is enabled? Then still press the button. An SMS will be sent that you canceled the call.
The Bypoint is dust and splash-proof (IP65). So you can cycle through the rain with it and the Bypoint can also be left outside in the rain. Charging it is the only thing you have to do as a user. In addition, it is useful to keep an eye on your account if you need to load a new software version.
The product is designed to work outdoors. Indoors, there is a chance that the site will not load or that it will take a long time. In exceptional cases, this can also happen outdoors. The system then tries to contact the strongest network as quickly as possible to still send the location.
We strive to optimize the product as much as possible. To make sure your Bypoint is up to date you may need to load a new software update.
You do this easily in your profile and get notified when it is necessary.
When a new update is available you will be notified of this by email.
By now it's pretty clear how the Bypoint works. Did you fall, did the Bypoint detect and mention it and do you really need help? Then stay calm and quiet. After a minute, the Bypoint has sent an SMS to the first emergency contact with your exact location.
The Bypoint has a waterproof rating of IP65. This means that the product is resistant to dust and splash water. So you can feel free to bike through the rain or leave the bike outside.
Caution! Make sure that the USB connector is always sealed with the included dust cap. This ensures that no water can enter the connector directly.
What happens during rain when I have the bike on a bike rack? In this case, it is wise to seal the Bypoint (especially from below) so that no water can get in. Obviously, the speeds are much higher with a car.