Frequently Asked Questions

What is All-Access?

What if I miss an All-Access payment?

What if I want to cancel my All-Access account?

Can I get a refund for my All-Access payment? What if I change my mind right after subscribing?

I joined All-Access at Best Buy. Who do I contact if I need assistance with my subscription?

How does All-Access payment work?

How can I get receipts for my All-Access payments?

What if my All-Access scooter is stolen?

Is it mandatory to return my All-Access scooter?

Can I purchase my All-Access subscription scooter?

What if I can't or don't want to upload my ID?

What if I'm having trouble completing my order?

Why do I need to provide a photo of my ID?

What is the setup fee when subscribing to All-Access?

What if my All-Access scooter breaks down?

When and how can I get the new Model One Voyager?

Is there a credit check to sign up for All-Access?

What happens if I damage my All-Access scooter?

What fees might I encounter in the All-Access program?

Why am I being asked to pay a security deposit?

If my subscription has a minimum term, what happens if I want to cancel early?

If I'm already an All-Access subscriber, can I upgrade to the Model One Voyager?

How are VAT, duties, and taxes handled in the EU?

If I buy a scooter as a gift, will the recipient know the cost?

I bought my scooter from a dealership. Who handles my warranty?

What is your return and warranty policy? What if my scooter breaks down?

Where can I buy / rent an Unagi scooter?

Should I keep the shipping box?

What if I'm having delivery issues?

Do I need to be home to receive my scooter?

What should I do if the carrier's tracking shows a completed delivery but I have not received my scooter?

What countries / territories does Unagi ship to?

When will my scooter ship?

What if I need to change or cancel my order?

Can my scooter be shipped to a PO BOX, APO, FPO or DPO address?

Will my scooter be assembled?

How will my scooter be delivered?

If I need to return my scooter, how do I ship it?

Is there an Unagi smartphone app?

Do the Classic and Voyager models use the same charger?

Where can I ride? Can I ride on sidewalks? Are there geo-fenced zones with blocked access?

How do I use the scooter? How do I turn it on and use the features?

What is the Unagi’s range on a single charge? How can I preserve battery life to maximize range?

Is the scooter waterproof? Can I ride or park in the rain? Can I ride on wet roads or through puddles?

Can I take my Unagi on an airplane?

How do I choose which size helmet is right for me?

What terrain can I ride the Unagi on?

How can I keep my scooter safe? How can I lock my Unagi?

What is the max speed? How can I go faster?

How do I unbox and assemble my scooter?

What's the max rider weight the Unagi can support?

What is pedestrian (P) mode?

What are the scooter's specs?

What is the purpose of kick-to-start and can this be disabled?

Is my scooter cleaned and repaired before it is sent to me?

Does the scooter require maintenance?

What are the best charging practices? How do I maximize the lifetime of the battery?

Does Unagi offer scooter repair services?

I lost my Unagi tool key! Where can I purchase a replacement?

My charge port cover broke or fell off. What should I do?

How do I replace the kickstand?

I lost the handlebar screws. What should I do?

My scooter is stuck upright and won't fold. How can I fix it?

How should I clean my scooter?

How long should my tires last?

How do I replace the handlebar grips?

Do I need to wear a helmet?

Can I contact customer service by phone?

Do you have the ABE for Germany?

Are there official terms and conditions?

Where is Unagi based?

What advice do you have for riding safely?

Does Unagi provide customer support in multiple languages?

Is my scooter legal where I live?

Are our batteries safe? What certification does the battery have?

What can I purchase with gift card Rewards?

Is the loyalty program free?

What rewards can I get?

How does the Unagi Loyalty Program work?

Do rewards expire?

How do I redeem my rewards?