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I had an accident - what should I do?
I had an accident - what should I do?

Information to help you if you've had an accident

Florian from Cowboy avatar
Written by Florian from Cowboy
Updated over a week ago

I had an accident - what should I do?

If you just had an accident, our priority is to make sure that you are alright.

Once you did the necessary to get yourself in a safe place and to get medical assistance if needed, whether your bike got damaged or not during the accident, we kindly ask you to get in touch with our team. An agent will get in touch with you to make sure you are alright and provide any support or assistance you may need. Then, you will be able to give more information about how the accident happened.

If your bike got damaged during the accident, our agents will ask you to provide them with some pictures to assess the damages. Once the pictures are provided, our Technical Support Team will provide you with the best solution to repair your bike if needed, and make sure you can ride safely again as quickly as possible.

Am I covered by the insurance in case of an accident?

The Theft Insurance we recommend does not cover damages caused by an accident.

If you had an accident, we suggest to get in touch with your private insurance to find out if it covers bike damages caused by an accident.

Am I covered by the warranty in case of an accident?

Unfortunately, bike issues caused by accidents are not covered under your Cowboy warranty, please see our terms and conditions for full information.

If you like, we will of course help you to fix your bike, and we'll always ensure we find the lowest cost solution for you.

What is Crash Detection?

Crash detection is a technology available for Cowboy 2 or newer models. If crash detection is set up and your bike detects you're in a crash, it will warn your emergency contact.

How does Crash Detection work?

We know you don't want to worry your contacts unnecessarily, so we built an intelligent system that reduces false alerts close to 0. We use the speed sensor located in your wheel, the accelerometer embedded in your frame, as well as the torque sensor indicating whether you're pushing on your pedals, to determine whether you fell off your bike. This makes our solution one of the most reliable crash detection systems available on the market.

If your bike detects that you fell, it will start flashing. You then have 60 seconds to dismiss the alert if you are doing fine and don't want your emergency contacts to be notified. In case you don't react, we will automatically alert your contacts and share a tracking link with them where they can visualize your latest known position and status. To draw your contacts' attention, we will also automatically give them a call if we see they didn't open the tracking link. This way, you are being taken care of as quickly as possible.

How do I set up Crash Detection?

  1. Make sure that you own a Cowboy 2 or newer model and that you are running bike firmware v4.9.0+ and iOS app v2.11.0+ or Android app v2.9.0+.

  2. Click on the third button at the bottom of your app.

  3. Click on "Crash Detection".

  4. Tap the Add your first contact button to select an emergency contact amongst your phone contacts.

  5. Tap Add a contact to add an extra emergency contact. You can have up to 2 emergency contacts.

  6. Turn on Crash Detection while you’re connected to your bike to activate the functionality.

What should I do as an emergency contact?

As an emergency contact, your friends and family know they can count on you. No need to do anything special unless we sent you an alert SMS in case of a potential accident. We then advise you to open the link included in the SMS to visualize all the information we have about the alert, and to call the rider to make sure everything is okay.

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