What should I do if my scooter is stolen?Updated 6 days ago

Step 1: Mark your scooter as stolen in the Apollo app

1. Open the Apollo app and tap the circle button in the top left corner to open the sidebar.
   
2. Tap your scooter. If you have more than one, tap Switch Scooter and pick the stolen one.
3. Scroll down to Security & Ownership and tap Mark as stolen, then confirm.

Step 2: File a police report

File a report with your local police as soon as you can. Include a detailed description of the scooter, its serial number and photos that help identify it. Keep the report number. Not sure where the serial is? See How to Find Your Scooter's Serial Number.

What happens once it is marked as stolen

• Anyone other than you who tries to connect to it in the Apollo app is refused. The scooter is put in Park mode with its speed limited to 0, so it cannot be ridden.
• You get an email and a push notification when someone tries to connect. They show the time, the email address of the account that tried, the IP address, and the last known location on a map. Location depends on that phone's privacy settings, so it is not always available.
• You can share these details with the police handling your report.
• Alerts are sent at most once every 6 hours for the same scooter.

If you get your scooter back

Open the same screen and tap Unmark as stolen. Connections are allowed again.

If you have Apollo Secure

Apollo Secure, our theft protection plan, replaces a stolen scooter once a claim is approved. To claim:

1. File the police report within 48 hours of discovering the theft, and no later than 7 days after.
2. Submit your claim in the Apollo app within 10 days of receiving the police report, with the report attached.
3. Our team reviews every claim and replies on your support ticket. Keep these ready: the police report (with the official report number at least), the date and time of the theft (or when you last had the scooter), where it was stolen, the serial number, your full name, phone number and shipping address, and proof of purchase in your name.

A few things to know:

• Your plan must have been active for at least 30 days in a row before the theft.
• The scooter must have been locked to a fixed object with a bike or scooter lock, with Park mode (P) on.
• Thefts in the US, Canada and Australia are covered. Theft of parts only, and impounded or seized scooters, are not.
• An approved replacement has a service fee set by model, plus shipping. The app shows your exact fee before you pay.
• Limits: one replacement per scooter in any 12 months, and two per serial number in total.
• If a claim is declined, you can ask for a review within 14 days.

Full details: Apollo Secure Terms of Service.