XBoard Customer service

Progress in motion

This is the right place for any inquiries about your XBoard, order & delivery as well as service.

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FAQs

In the FAQ section you’ll find answers to most of your questions.
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Do you have any problems with your XBoard or general questions?
Fill out our service form!

Service videos

Our do-it-yourself videos show you how to keep your XBoard in optimum condition.
Check out our service videos!

Operating manual

Everything you need to know about the XBoard at a click. 
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FAQ

Frequently Asked Questions

If you have any questions about your XBoard, availability, delivery and costs, you've come to the right place.

Be exclusively involved when we open the doors of the XBoard shop from mid of June for the limited quantity of the XBoard Limited Edition. You can only purchase the XBoard through our online shop.

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After placing your order, you will receive an email informing you of when your XBoard will arrive. Depending on when you placed your order, delivery of the Limited Edition may take 2-6 weeks.

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Of course, you can track your order. Once your XBoard leaves our warehouse, we'll send you a shipping confirmation. You can track the delivery status in your customer account.

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We'll send you the XBoard directly to your home via DHL. Please be ready to present your ID or provide your signature to the DHL courier upon delivery of the XBoard, as they may need to verify your information.

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Unfortunately, you cannot choose a delivery date for your XBoard. The reason is that we ship all orders as soon as they are ready for dispatch. However, if you already know that you won't be able to accept the delivery, please inform us as soon as possible.

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When it comes to payment methods, you can choose between PayPal and credit card. Additionally, if you'd prefer to pay for your XBoard in monthly installments, we also will offer the option of installment payments for your convenience soon.

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  • Please check for typos or number transpositions in the billing and payment details.
  • Try other payment methods as well.
  • Ensure that the expiration date of your credit or debit card has not passed.
  • Verify if your card is enabled for online purchases. If not, contact your bank to check the withdrawal limit.
  • If you're using two-factor authentication, have your secondary device ready for approval and authorize the purchase process.
  • Make sure there's sufficient balance in your account.

If you've ruled out all possible causes and tested alternative payment methods on the webshop, please contact our support team. Thank you for your understanding and patience on your journey to your XBoard.

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Please contact our support team to cancel your order. The confirmation email may take up to an hour to arrive in your inbox. Please also be sure to check your 'Junk' folder. If you still haven't received confirmation after that, please reach out to our support team. We will then conduct further investigation

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.The confirmation email may take up to an hour to arrive in your inbox. Please also be sure to check your 'Junk' folder. If you still haven't received confirmation after that, please contact our support team.

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Your personal data is secure with us. We process and protect it in accordance with the German Data Protection Regulation (DSGVO). You can find more information under Data Protection.

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We will start online sales and delivery in 2024 in Germany. Additional European countries will be added starting in 2025.

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You can only order the XBoard through our webshop. In the near future, we will also offer the XBoard for e-scooter leasing and through retailers. More information will follow.

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Once your package has arrived at home, it will take approximately 2 minutes before you can start riding. Simply place the box upright and remove the XBoard. Let's go!

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Don't worry, you can enjoy the surf feeling in the city for a long time. The XBoard will take you up to 30 km on a full charge - depending on your riding style, incline, surface, tire pressure, temperature and rider weight. 

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The lifecycle of our battery is up to 1,000 charging cycles.

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No. The battery is housed in the handlebar of the scooter. Aesthetically, the XBoard goes its own way.

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Time always plays a role, you only have to reckon with a charging time of only 2.5 hours for a full charge of your electric city scooter. And don't worry too much about where, as a standard household socket (100 - 240 volts) is sufficient.

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This question is not easy to answer. The range depends on several factors. Key factors include the battery's condition, maintenance of the XBoard, the size/weight of the rider, as well as weather and road conditions.

Lithium-ion batteries naturally lose efficiency over time. The more charge cycles your battery undergoes, the lower the range will be over time. To maximize efficiency, we recommend keeping the battery charged between 20% and 80% whenever possible.

Lithium-ion batteries achieve optimal efficiency in moderate weather, so the range may decrease in winter driving conditions.

Tire pressure is crucial to reduce rolling resistance. The tire pressure of the XBoard should be set to 2.5 to 3.0 bar to ensure that your motor operates efficiently.

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You can look forward to the unboxing experience, and rest assured that no assembly of the XBoard is required. However, we recommend checking the tire pressure and thoroughly reading the user manual before riding.

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As individual as you are! We are working tirelessly on customization options for the XBoard. Sign up for our newsletter and stay up-to-date.

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You can easily lock the XBoard via the display using a PIN code (details in the user manual). This prevents it from being started or ridden. One more tip: Secure your XBoard additionally with a sturdy bike lock, for example, to bike racks or fences. This can help prevent unpleasant surprises.

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You can find the serial number on the front right of the frame.

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The XBoard weighs 18 kg.

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Thanks to its powerful drive, the XBoard can handle inclines of up to 20% in sport mode. Bring on the next parking garage ramp.

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Most airlines only allow the carriage of batteries with a capacity of less than 100 Wh. The XBoard has a 321 Wh battery, so considering this restriction, carrying the XBoard on airlines is not allowed.

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The motherland of the XBoard is Germany, where it is also produced.

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You can set your own motor power. The XBoard offers the riding modes Walk (walking speed), Eco (energy saving) or Sport (maximum power). You decide how fast you want to get to your destination.

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Our XBoard app is expected to be available in the Apple App Store and Android Play Store in the third quarter of 2024. Once the app is available, we will send you an email notification. In the meantime, you can use the scooter without any limitations.

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You can find everything about our service here.

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If you need to send your XBoard to us, please pack it in the original box, including the use of the corresponding fixative elements. Why? Because otherwise, you risk transport damage. If you no longer have the original box, let us know, and we will send you a replacement box for packing the XBoard at a cost.

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The packaging/box contains your XBoard, your charger, the XBoard manual, a XBoard keychain, three Torx keys, and the book 'The Wave Rider.' Everything you need and need to know to start riding/surfing as quickly as possible.

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Yes, there is a 12-month warranty on the XBoard. You can find all the information in the terms and conditions.

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With the XBoard, you can solve almost any problem yourself. Please refer to the instructions in the user manual and watch our service videos here for assistance.

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These are the recommended tire pressure values: 2.5 to 4.0 bar. A reminder: regularly check the tire pressure, as low tire pressure can affect the range, lead to uneven wear, cause tire damage, and compromise your driving safety.

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It's easy to determine. If the center rib is flush with the surface of the tire, it's time to replace the XBoard's tires. You can find all the relevant information in the user manual. And please check out the service video.

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You can order a new license plate holder via our contact form.

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Your XBoard is in good hands with us. It may take up to 5 business days from the delivery date indicated on your return tracking link for the technicians in our workshop to assess the XBoard.

If you haven't received an update on your return after 5 business days, please contact us via our service form with your order number (starting with XX) in the subject line

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After receiving the goods, you have a legal right of withdrawal for 14 days. What do you need to do? Log in to your customer account, request the return, create your shipping label, and send us the e-scooter back in its original box. Upon receipt of the return, we will inspect your XBoard as soon as possible and refund the full amount to your account within 14 days. Please also refer to the terms and conditions regarding the right of withdrawal and warranty.

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Just refer to the error table in the user manual. You can find it here. If you still have questions, please contact our support team.

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We all have our bad moments. Please perform a restart of the XBoard. If your XBoard still doesn't charge, please contact our support team.

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No problem! Please contact our support.

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You can enjoy the completely new XBoard riding experience at a maximum speed (electrically assisted) of up to 20 km/h. In other countries such as France, we will be selling the e-scooter in a 25 km/h version.

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You must be at least 14 years old to cruise on the XBoard.

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You can ride the XBoard if you are between 120 cm and 200 cm tall. The e-scooter's handlebar is height-adjustable, so it can be perfectly adapted to your height.

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If you weigh up to 120 kg, you can surf the city like on a wave with the XBoard.

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You can set your own motor power. The XBoard offers the riding modes Walk (walking speed), Eco (energy-saving) or Sport (maximum power). You decide how quickly you want to reach your destination.

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Be careful and ride the XBoard alone. Do not allow anyone else to ride on your city scooter. And please note that children are also not permitted on board.

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The XBoard has a general operating permit (ABE), which means it is officially approved and may be used on public roads and paved paths. Riding on cycle paths and cycle lanes is permitted. You may only use the road if these are missing. National laws always apply.

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According to German road traffic regulations, you do not have to wear a helmet on vehicles up to a maximum speed of 20 km/h. However, your safety is very important to us, which is why we recommend that you wear a certified helmet every time you ride.

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Technical data

Light. Powerful. Flexible.

Weight incl. battery
18 kg
Range
up to 30 km
Maximum speed
20 km/h
Charging time
2.5 h
Drive train
Mubea U-Mobility (proprietary development)
Rated continuous power
500 W
Torque
30 Nm
Peak output
1,000 W
Gradient capability
up to 20 %
Recuperation
yes
Maximum speed
up to 20 km/h (electrically assisted)
Weight incl. battery
18 kg
Frame
lightweight folding frame made of magnesium, carbon fiber and glass fiber plastic
Max. load
120 kg
Dimensions ready to ride (L x W handlebar x H)
106 cm x 50 cm x 111 cm
Folding dimensions (L x W x H)
44 cm x 50 cm x 100 cm
Height-adjustable handlebar
yes, 11 cm stroke (100 cm - 111 cm)
Footboard dimensions
67 cm x 19 cm
Wheelbase
843 mm
Battery
48 V lithium-ion battery, non-removable
Battery capacity
321 Wh
Charging time
2.5 h
Range
up to 30 km
Display
LED
Chassis
full front & rear suspension (Carbon-Fiber-Flex chassis)
Speed modes
3 modes (Walk / Eco / Sport)
Tires
pneumatic tires front and rear (8.5 inch)
Mudguards
yes, front and rear
Brakes
hydraulic disc brakes front & rear
Bell
yes
Headlight
yes
Rear lights
yes
Reflectors
yes
Immobilizer
yes, by PIN code
Subject to registration
no, only subject to insurance
Water resistance
IPx4

Operating manual

XBoard Guide in a flash

All you need to know in one click! Download the digital manual for your XBoard and get ready for unlimited riding fun!

Download!
XBoard Bedienungsanleitung
Help yourself

XBoard Unboxing

Service

Technical Support

If you have any questions about the service, please do not hesitate to contact us!

Mandatory
The serial number is located on a factory plaque on the front right of the frame.
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