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Steppi FAQ

Do you have some questions about Steppi? Find your answered question down below in our FAQ.

Is your question not here?

I have a question about the service

Yes, the address is: Carrer de Sant Pau 1,46002

Valencia, Spain

You can easily order an e-scooter through the official Steppi website or by visiting our physical store located at Carrer de Sant Pau 1 in Valencia.

Steppi is currently only available in Valencia, Spain.

If your e-scooter is broken, please contact us. You can visit our store and get a replacement.

Then contact us directly! The Steppi employees will help you immediately.

No, you are always welcome to visit our store.

No, you can go to the store for repairs. We handle that further so that you can continue to enjoy the scooter without any worries.

You can purchase a lock and theft insurance for your e-scooter from our webshop. Find the option under “Extras” in your shopping cart.

Yes, that is possible! The person in charge must sign for this.

Yes, when purchasing a Steppi day model you can leave your luggage protected at our store until 20:00 free of charge.

If your Steppi needs repair, then we will make sure you get a new Steppi as soon as possible if you visit the store.

No, it is not possible to take your Steppi to any other city!

Yes, you can get your Steppi exchanged in our store Located in Valencia

The e-scooter is not automatically insured. You need to declare within 24 hours of theft. However, we offer theft insurance, details of which can be found in the footer of our webshop.

No there is no tracker to track your Steppi. That is why we always recommend renting a lock with your Steppi.

Yes, contact us directly. Then we will help you with the declaration.

No this is not allowed due to insurance and warranty issues.

I have a question about the use

Individuals aged 16 and above are permitted to use our e-scooters.

Yes, the helmet is included.

Yes, a helmet is mandatory. This is included when renting a Steppi

A lock is not included in the price, but it’s mandatory to rent one with your e-scooter for €5 per day.

The person who rents the Steppi.

Unfortunately not, Steppi is easily recognized by the green/black colors.

Currently, our app is available only on the Apple App Store. It provides routes, recommendations, suggestions for charging points, and more.

I have a question about the Steppi

First you press the centre button on the steering wheel. To accelerate the Steppi you will first need to take off with 3km/h to activate the accelerator padel. To slowdown you can decrease the gaspadel or use the brake padel on your left hand.

The Steppi is equipped with an LED front light and a LED rear brake light.

If they do not rebound, check if there is resistance somewhere between the handle and the pedal. There should be 5mm between them, if so adjust this. Another possibility is that the screw of the tablet is too tight, adjust this.

We chose solid tires so you don’t have to worry about a flat tyre!

Solid tires were chosen for the longevity of the electric scooter. We want to make sure that you can hit the road without any worries. With rubber tires filled with air, the tire can deflate and you will not be able to continue your journey. We prevent this by using solid tires.

Front wheel: 8 inch

Rear wheel: 7.5 inch

Check and tighten the screws on the front and rear axle. Does this not work? Always contact us!

First, check if the charger has any problems. Connect the charger to the power supply and do not connect it to the device. Check if the LED is not on or if it’s red (green means it’s good), If it is red or not on the problem is with the charger. If the charger is working properly, but still cannot charge, the battery may be too low. Then please contact us at Steppi.

Turn on the unit, push the unit forward and lift the front wheel, and press the electric throttle, the wheel will now roll. Press the electric brake and check if the wheel can be braked. If it still doesn’t work, then please contact us at Steppi.

Double-click the on/off button to change the speed mode.

If the connection is good, then it means the control board or dashboard is functioning abnormally, contact us at Steppi.

It could be caused by a control board, electric throttle or hub motor, another possibility is that the current speed is less than 3 km/ h. If you think something is broken, then please contact us at Steppi.

Various factors, including driving mode, weight, braking behavior, temperature, and driving style, affect the battery range.

This could possibly be a technical problem. Contact us to resolve this as soon as possible.

After 500 recharges, the capacity of the battery may have a reduction. Road driving, weight, road situation and temprature will also lead to reduction.

There are three modes available on the Steppi: Sport mode, Normal mode, and Eco mode.

Sport mode is indicated by a “S” icon, offering high power and speed but lower endurance. Normal mode is indicated by a “D” icon, providing medium power, speed, and endurance. Eco mode, suitable for beginners, is indicated by an “ECO” icon and offers low power and speed but higher endurance. We always recommend Eco mode to get the most out of your battery range.

Open the folded switch: step on the foot mat, hold the lever and push forward until you hear the “click”, which means the switch is locked. Closed the switch: hold the lever and push it backwards, step on the folded switch at the same time and then pull the handle up.

Press the electric brake and electric throttle down and press the bottom of the motor at the same time and turn the unit off. When you turn it on again, the password will be reset.

The Ninebot app is available for Android (requires Android 4.3 or higher) and Apple smartphones (requires iOS 8.0 or higher. Compatible with iPhone, iPad and iPod touch): Ninebot app can be downloaded for free from the Google Play Store or the Apple App Store.

Left/right 60°.

We have the normal Steppi (Segway F25) and the Steppi Pro model (Segway F2 Pro). The pro model is equipped with a better battery range, faster acceleration speed, blinking lights and electric claxon.

I have a question about payments

You can choose between a daily and monthly subscription.

Yes, because while your Steppi is being repaired you are already getting a new Steppi.

You can take out a Steppi subscription per full month.

This is done directly after ordering your Steppi

This happens every month on the date you ordered your Steppi, in your account on the Steppi site you can see in how many days the payment will be taken off.

Currently, we provide payment options on a monthly, quarterly, and semi-annual basis. Explore our webshop to view the pricing details for each subscription model.

Yes, we offer a student discount for the first month of e-scooter rental.

No, this is not possible. Please contact us as soon as possible.

You can pay on the website using iDEAL, credit card, PayPal, or Direct Debit. In-store payments can be made with credit or debit cards.

No, this is not possible.

Yes, this will be sent automatically.

For this you can login to the website and you can change your payment information there.

How annoying! Please contact us and we will help you.

I have a question about signing up

On the website you will find a “log in” button at the top right where you can create an account

If you take out a subscription, a Steppi will be made ready for shipment immediately. If you prefer to pick up the Steppi you should indicate this in advance by phone or email.

10:00 – 14:00

17:00 – 20:00

I have a question about cancellation
or changing my subscription

You can contact us by phone or Whatsapp to extend your subscription. Otherwise it will automatically be cancelled after return.

Please contact our customer service as soon as possible and we will help you more.

You can contact us by phone or Whatsapp to look at the possibilities to change your subscription.

We apply a notice period of 1 month.

I have a question about the opening hours of the store

Our store is open every day between:

10:00 – 14:00

17:00 – 20:00

Our customer service team is available every day between:

10:00 – 20:00