App troubleshooting / forgotten pin code

Missing pin verification email
When running the initial set up stages, you’ll be asked to verify your account with a four digit pin. This will be sent directly to the email addressed used to create your account.

This can take a few minutes to arrive, its important that you don’t request the pin multiple times, as this cause a reset each time, and you will need to wait until the last pin arrives before being able to identify yourself.

If, after a few minutes, the verification mail hasn’t arrived, make sure you have checked your junk and spam folders and that you have used the correct email address. If this does not resolve the problem, contact the customer care team at help@pureelectric.com with the relevant information and they’ll be in touch to get it sorted.

Lost and forgotten pin codes
We take security seriously, therefore we will not reset pin codes for anyone other than the original owner of the E-Scooter.

If you purchase a Pure Electric scooter 2nd hand it is your responsibility to obtain the PIN from the current owner. If they are unable to provide you with this, there is a risk the E-Scooter may have been stolen.

If you are the original owner and have lost / forgotten your PIN code, email help@pureelectric.com with the following information and we will get it reset for you:

  1. The MAC address which can be found when searching for the scooter within the Pure Electric app and looks similar to the following “E2:D8:7E:74:8D:A2”
  2. Either your original order number if bought directly from Pure Electric (this will be in the format PS12345) or a photo of your original receipt if you bought from an electrical

As soon as we receive this, we can forward your request to our developers who will reset the pin remotely for you.

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