DIAGNOSE A PROBLEM

This is not a fault and is perfectly normal. DC motors produces noise when under load as they are drawing more current than the rated power. This is a good indication that you need to be pedalling alongside the motor to share the load.

This can happen when the motor hall wires aren’t properly connected. Please unplug the motor cable from the motor and controller, and plug them back in again (make sure the arrows on the connections are aligned and pushed all the way in). Now test your product again.

Does the LED have the low battery indicator flashing? Or if it is an LCD, does it show an error code?

This can happen when the motor hall wires aren’t properly connected. Please unplug the motor cable from the motor and controller, and plug them back in again (make sure the arrows on the connections are aligned and pushed all the way in). Now test your product again.

This means the brake levers are slightly pressed or faulty, the green CAP has not been plugged in, the throttle is faulty, there is a loose connection or the battery or the motor is faulty. Do the following tests to narrow the fault down:

• Since you do not have a display, you would have been supplied with a small green cap instead to plug into the green connection of the system cable. Verify the cap is properly plugged in.
• Unplug the Brake levers. If the issue persists only when the brake levers are plugged in, please contact us.
• Unplug the system cable and motor cables from the controller and everything else. Plug them back in again with the arrows aligned.
• Fully charge the battery and take a voltage reading when the battery is switched on and off. If it is on and fully charged yet still shows a lower voltage than 36V (or lower than 48V for 48V batteries), then send it to us for testing. If it shows more than the rated voltage, the battery is fine.

If none of the above helps, please send us the controller and throttle for testing so we work out whether it is the controller/throttle or the motor that is faulty. You can by all means send us the motor as well, but we recommend to start with the controller and throttle for now to save on postage cost.

What to do next:

• Copy the link of this page from your browser. Contact us us with a brief explanation and include the link of this page with your support request.
• A technical advisor will be allocated to you and will contact you very soon. They will personally manage your case until it is resolved.
• If your product is under warranty, our technician will provide you with a unique number and a form which you must include with the items you send back to us. Please note, you must also provide proof of purchase with any items you send back under warranty.

This could either mean the throttle connection is loose, or the throttle is faulty. Do the following test:

Unplug the throttle from the system cable, and unplug the system cable from the controller. Plug them back in again with the arrows aligned.

If the PAS is working fine and the Throttle still isn't, then please Contact us.

This can happen when the motor hall wires aren’t properly connected. Please unplug the motor cable from the motor and controller, and plug them back in again (make sure the arrows on the connections are aligned and pushed all the way in). Now test your product again.

If the throttle works and the PAS doesn't, it means either the magnet disc is too far from the sensor to register a reading, or the sensor is faulty. Do the following:

Push the magnet disc closer to the sensor with your bare fingers. It needs to be as close to the sensor as possible without touching it (only 2-3millimeters gap).

If pushing it close doesn’t activate the PAS, it means the sensor might be faulty. Please Contact us for further diagnostics.

The charger mains plug has a fuse, start by replacing the fuse. If this doesn't help, please send us the charger for testing.

What to do next:

• Copy the link of this page from your browser. Contact us us with a brief explanation and include the link of this page with your support request.
• A technical advisor will be allocated to you and will contact you very soon. They will personally manage your case until it is resolved.
• If your product is under warranty, our technician will provide you with a unique number and a form which you must include with the items you send back to us. Please note, you must also provide proof of purchase with any items you send back under warranty.

Batteries usually have two fuses, an input fuse and an output fuse. If the battery doesn't take charge, it is most likely because the input fuse needs to be replaced. The input fuse is located in different places depending on which type of battery you have. If you are unable to locate it, please do not attempt to open the shell of the battery. Please contact us and we'll arrange to have the fuse replaced for you:

What to do next:

• Copy the link of this page from your browser. Contact us us with a brief explanation and include the link of this page with your support request.
• A technical advisor will be allocated to you and will contact you very soon. They will personally manage your case until it is resolved.
• If your product is under warranty, our technician will provide you with a unique number and a form which you must include with the items you send back to us. Please note, you must also provide proof of purchase with any items you send back under warranty.

This is normal if the battery has less than 50% charge in it. Such cut-outs are an indication that you ought to be pedaling more as to avoid overloading the battery. You may want to consider upgrading your battery to one with more Ah to cope with the higher-than-average power demands of your cycling style.

On the other hand, if this issue happens when the battery is fully charged, please send the battery back to us for testing:

What to do next:

• Copy the link of this page from your browser. Contact us us with a brief explanation and include the link of this page with your support request.
• A technical advisor will be allocated to you and will contact you very soon. They will personally manage your case until it is resolved.
• If your product is under warranty, our technician will provide you with a unique number and a form which you must include with the items you send back to us. Please note, you must also provide proof of purchase with any items you send back under warranty.

Does it cut out under heavy load only? I.e. when running on throttle from a standstill or when climbing hills? Does the same happen on the highest pedal assist setting? And does the LED/LCD switch off when this happen?

What voltage readings do you get?

This is most likely a problem with the battery switch. Please send the battery back to us for repair:

What to do next:

• Copy the link of this page from your browser. Contact us us with a brief explanation and include the link of this page with your support request.
• A technical advisor will be allocated to you and will contact you very soon. They will personally manage your case until it is resolved.
• If your product is under warranty, our technician will provide you with a unique number and a form which you must include with the items you send back to us. Please note, you must also provide proof of purchase with any items you send back under warranty.

This is most likely a problem with the battery switch. Please send the battery back to us for repair:

What to do next:

• Copy the link of this page from your browser. Contact us us with a brief explanation and include the link of this page with your support request.
• A technical advisor will be allocated to you and will contact you very soon. They will personally manage your case until it is resolved.
• If your product is under warranty, our technician will provide you with a unique number and a form which you must include with the items you send back to us. Please note, you must also provide proof of purchase with any items you send back under warranty.

This could either be that the battery output fuse needs to be replaced, or the battery itself is faulty. Do the following:

• On certain battery types, the output fuse is located on the outside of the shell. If you can locate it, replace the fuse. If you are unable to locate it, please do not open the shell of the battery. Instead, contact us to arrange for the fuse to be replaced by our capable technicians.
• In the unlikely event that you have already replaced the fuse and the voltage still shows 0V, this means a deeper technical fault with the battery cells or the battery management system. Please send the battery back to us for repair/replacement:

What to do next:

• Copy the link of this page from your browser. Contact us us with a brief explanation and include the link of this page with your support request.
• A technical advisor will be allocated to you and will contact you very soon. They will personally manage your case until it is resolved.
• If your product is under warranty, our technician will provide you with a unique number and a form which you must include with the items you send back to us. Please note, you must also provide proof of purchase with any items you send back under warranty.

This means “Abnormal adjustment of speed signal”. Do the following:

• Set speed to 72 km/h, set the correct wheel size on the LCD settings, and make sure the P1-P6 parameters are set correctly according to the type of motor being used. Make sure the throttle isn’t pressed before turning on the battery.
• If the above doesn't help, try switching the P2 parameter from 0 to 1. If it is set to one 1 already, then set it to 0 instead.

If this doesn’t help, please send us the throttle, controller, system cable and LCD for testing.

Whilst this issue can originate from the motor, it is very unlikely. So we recommend that you send us only the smaller parts mentioned above for testing first to save you on carriage. We will then advise if we had located the fault or require the motor sent as well.

What to do next:

• Copy the link of this page from your browser. Contact us us with a brief explanation and include the link of this page with your support request.
• A technical advisor will be allocated to you and will contact you very soon. They will personally manage your case until it is resolved.
• If your product is under warranty, our technician will provide you with a unique number and a form which you must include with the items you send back to us. Please note, you must also provide proof of purchase with any items you send back under warranty.

This means “abnormal motor phase”. Do the following:

Disconnect the motor cable form motor and controller. Plug it back in again with the arrows aligned and pushed all the way in.

If this doesn’t help, send us the motor for testing.

What to do next:

• Copy the link of this page from your browser. Contact us us with a brief explanation and include the link of this page with your support request.
• A technical advisor will be allocated to you and will contact you very soon. They will personally manage your case until it is resolved.
• If your product is under warranty, our technician will provide you with a unique number and a form which you must include with the items you send back to us. Please note, you must also provide proof of purchase with any items you send back under warranty.

This means “Abnormal hall signal from motor”. In the vast majority of cases, it is the motor cable that needs to be re-connected. Do the following:

• Unplug the motor extension cable both from the motor and controller. Plug it back in again with the arrows aligned and pushed all the way in.
• Check that the motor cable isn’t touching the pedal arm as this is likely to cause loose connections.
• Set the LCD to the right wheel size and P1-P6 parameters.
• If the motor produces abnormally loud noise, please send us a video of this so we determine if there might be a fault in the motor.

On the other hand, if the motor cable is plugged in properly and there is no motor noise yet the issue persists, then the motor cable might be faulty. Please contact us to obtaiin a new cable.

NOTE: A new cable will resolve 95% of all Error Code 03 problems. But very rarely there might be an issue with the controller or motor as well. We therefore might ask you to send us the motor and controller for testing in case a new motor cable doesn't solve the problem.

What to do next:

• Copy the link of this page from your browser. Contact us us with a brief explanation and include the link of this page with your support request.
• A technical advisor will be allocated to you and will contact you very soon. They will personally manage your case until it is resolved.
• If your product is under warranty, our technician will provide you with a unique number and a form which you must include with the items you send back to us. Please note, you must also provide proof of purchase with any items you send back under warranty.

This means “Abnormal torque sensor”. At present, this doesn’t happen with our products currently as we don’t use torque sensors. If it happens nevertheless, then either the controller or LCD has malfunctioned. Please send us both for repair/replacement:

What to do next:

• Copy the link of this page from your browser. Contact us us with a brief explanation and include the link of this page with your support request.
• A technical advisor will be allocated to you and will contact you very soon. They will personally manage your case until it is resolved.
• If your product is under warranty, our technician will provide you with a unique number and a form which you must include with the items you send back to us. Please note, you must also provide proof of purchase with any items you send back under warranty.

This means “Fault in either motor or controller”. Start by sending us the controller an LCD to save on shipping cost. We’ll test them both and advise if one of them is indeed faulty. If so we’ll send you a replacement. Otherwise, we'll ask for the motor to be sent subsequently to complete the testing.

What to do next:

• Copy the link of this page from your browser. Contact us us with a brief explanation and include the link of this page with your support request.
• A technical advisor will be allocated to you and will contact you very soon. They will personally manage your case until it is resolved.
• If your product is under warranty, our technician will provide you with a unique number and a form which you must include with the items you send back to us. Please note, you must also provide proof of purchase with any items you send back under warranty.