MATE Support

Find help and advice on how to ensure the proper use of your battery and charger here.

Access your online account here.

Download the MATE owner’s manuals below.

MATE X

MATE City

Flat tire? Lights not working? Here you will find answers to get your bike back on the road!

Unsure of which MATE model to buy? ​See below for a comparison of all our MATE bike components, including a comparison of our electrical and mechanical specifications.

*MATE X 250 and MATE City 250 are legal worldwide and road-legal in the UK and the EU according to EN15194 certification without any license.

You can make changes to your order at any time whilst your order is being processed. However, once the shipment has been arranged, we are unable to make changes. 

Please note we can only change products listed on your order with another item that we have in stock.  

If you need to change your order, please contact our Customer Support team.

For online order cancellations, we offer a full refund before the shipment has been arranged. Please be aware refunds can take up to 4 days to complete.

If you need to cancel your order, please contact our Customer Support team.

As a consumer, you have the right to withdrawal within 14 days of receiving your order. The withdrawal period expires 14 days after the day the customer receives their order. If a customer has ordered multiple items in one order but they are delivered individually, the withdrawal period will start counting from the day the customer receives the last item. 

If you wish to exercise your right of withdrawal, you must notify MATE to withdraw from the purchase by contacting our Customer Support team within 14 days of receipt of the order. We will make such a refund using the same means of payment as you used for the original transaction, unless you have expressly agreed otherwise. 

Customers cannot withdraw from or cancel the order by denying receipt of the order. If you deny delivery, the delivery and return cost will be deducted from the refunded amount.

If a product is listed online as a ‘pre-order’, please be sure to take note of the ‘Delivery From’ date. Our ‘pre-order’ products are not available in stock, and therefore we outline the date we expect to be able to ship the product from our warehouse.

Please note that the ‘Delivery From’ date is an estimate based on the information we are given from our suppliers and shipping company. These dates are subject to change. Any relevant changes will be communicated as soon as possible.

We aim to deliver spare parts and accessories within 10 working days of the completion date. However, delivery times can differ depending on circumstances outside of MATE's power. Where possible, spare parts and/or accessories ordered with your bike will be delivered together.

If you live in an area where shipping might be difficult, such as in a remote location, additional shipping charges may apply. In addition, some shipping destinations may not be eligible for delivery.

All MATE bikes are delivered with an owner’s manual with instructions on how to assemble your bike. Simple step-by-step videos can also be found here.

Once your order has been dispatched from our warehouse, depending on the courier used, you will receive an email with a Tracking Number. You can use this to track the location of your order!

Please contact our Customer Support team if you are experiencing any issues with tracking your order.

We accept payment from all major credit and debit cards via Stripe 

You can also pay quick and securely using PayPal, SOFORT, or split your payment with Splitit

Very secure! We only accept payments using 3-layer identification as per EU law.

Every MATE bike and battery comes with a two-year limited manufacturer’s guarantee. If a manufacturing defect is found within this period, we will respond according to our warranty. This warranty does not cover normal wear and tear components such as tires, inner tubes, brake pads, chains, etc. 

You can read more about the warranty in our Terms and Conditions.

A license is not required for MATE bikes with 250W motors. All 250W bikes are pre-set with a 15mph / 24kmh maximum speed, making them completely legal on public roads.

Insurance and registration can differ depending on location, therefore we recommend that you check with your local authority.

Accident and/or personal damages insurance is recommended.

Browse our Service Partners here.

Yes! MATE bikes are built with a modular ‘plug and play’ design, making it possible to replace and upgrade hardware easily.

We want you to be confident with your MATE purchase.  Book a free test ride here.