Contacting Wattbike Support

At Wattbike, we are committed to delivering excellent customer support and ensuring you have the best possible experience with our products. Our knowledgeable team is here to help with any questions, concerns, or feedback you may have. This article outlines the best way to reach us, along with our availability and response expectations.

Availability

Our customer service team is available during the following hours:

Monday to Friday: 9:00am – 5:00pm (GMT)
Saturday & Sunday: Closed

Please note: These hours may vary on public holidays or under special circumstances. Any updates will be reflected on this page.

The Best Way to Contact Us

To ensure we can troubleshoot effectively and provide accurate, timely support; we handle most enquiries in written form through our ticket system. This helps us resolve issues more efficiently and ensures every customer receives thorough and consistent support.

Written communication allows our team to:

• Review your issue in full detail

• Gather technical information

• Share images, videos or diagnostic steps

• Avoid delays caused by incomplete information

Call us if you need immediate assistance. Available Mon - Thurs 10:00 - 16:00 & Fri 10:00 - 13:00 (UK) Please let us know if you already have a support ticket open - this avoids duplication of support requests and increased wait times. Please note, we are a small team so if the lines are busy, you may need to call back later. 

• Wattbike Contact: +44 115 945 5450

Submit a Support Ticket

The best way to reach us is by submitting a ticket using our online form. Please include:

• A full description of the issue including the serial number and model of the bike

• Your contact name

• Your phone number (in case a call-back is needed)

• Any relevant photos or videos

AI Support

When raising a support ticket, please note that our AI agent will initially try to support to get you the help you need as quickly as possible. If the AI agent hands your ticket over, it will be responded to during opening hours. Responses will not be immediate as our team support multiple customers across various support channels. We will respond to your query in turn, asap. 

Response Times & Ticket Management

To help us support all customers fairly, please avoid:

• Opening multiple support tickets

• Starting a new support ticket using a different email address about the same issue (these will not merge and will cause duplication of support)

• Calling in immediately after raising a support request
  
  

We aim to respond to all enquiries within 48 hours (during business hours). Each new message moves your enquiry to the back of the queue and increases ticket numbers unnecessarily which can delay our ability to respond quickly. During busy periods, the response time may be slightly longer due to increased demand but we assure you that our agents will get back to you as soon as possible. 

You can request a call-back within your ticket. If a call will help resolve your query, one of the team will be happy to arrange this

Finding Us

If you need to visit us for our Showroom (by appointment only), make a parts/accessories return, or send mail, our office is located at: