eScent support

Identify the problem area

Identify the problem area
Identify the problem area
  1. 1 Handlebars
  2. 2 Shimano gear set
  3. 3 Saddle & quick-release bolt
  4. 4 Removable battery with state-of-charge indicator
  5. 5 brake pads
  6. 6 Front wheel & quick-release bolt
  7. 7 Tyres
  8. 8 Inner tubes
  9. 9 Pedal set
  10. 10 Chain
  11. 11 Rear wheel
  12. 12 Motor
  13. 13 Mudguards
  14. 14 Charger

Troubleshooting

Check that the battery is charged

We know it sounds silly, but it’s always worth double checking that your battery is actually charged! Press the green button in the middle of the battery to show you the state-of-charge display.

If the LCD display on the battery reads ‘0%’, charge the battery for the full 3 hours. Put the battery into the charging stand before plugging it into the mains.

As the battery charges, the LCD will display that it’s ‘charging’. Once fully charged, the LCD display will display ‘FULL 99%’ – this means it is fully charged.

Check that the battery is fitted correctly

The battery slots on to the cradle on the bike frame. It will click into place when positioned correctly. 

The battery terminals may be dirty or damaged

If the battery terminals or cradle terminals are dirty, it may be preventing your eBike from functioning properly. Make sure you keep the battery and cradle clean in order to maintain your eBike’s cleaning performance.

Remove the battery and use a dry, soft cloth to wipe it clean. The battery terminals are located on the back of the battery at the bottom. Wipe the cradle terminals, too – these are located at the bottom of the battery cradle. 

The On/ Off button is faulty

The eBike battery is operated by an On/ Off button. When pressed once, the battery will turn on. Pressing the button again will now switch between ‘Max’ and ‘Eco’ mode. Pressing and holding the button will turn the battery off. If your eBike battery does not work like this, try to charge the battery and see if anything comes up on the display. If nothing appears, please get in touch with us as we may need to send you a replacement part.

The battery is intermittent or cutting out

The battery cable may have come loose or be dirty. Find the cable that runs from the battery cradle to the motor on the back wheel - there is a connector in the middle of this cable. Pull the connector apart and clean the terminals, then push it back together. Make sure it is securely fitted and try using the eBike again. 

Is it constantly in Max mode?

If you’re constantly using your eBike in ‘Max’ mode, the run-time will be reduced. You can easily swap between the two modes (‘Max’ and ‘Eco’) while you ride by pressing the On/ Off button once. 

Check your tyre pressure!

Issues with the battery holding its charge could relate to tyre pressure. The tyre pressure should be a minimum of 50psi and a maximum of 75psi, as this is the optimum way to ride your eBike and sustain the charge and longevity of the battery. 

Why aren’t I achieving the suggested radius?

Our eBikes are designed to achieve up to 30 miles per charge, but the radius you reach will vary depending on a number of factors.

 - Check your tyre pressure – it should be between 50psi and 75psi

 - The speed the bike is ridden at and the number or stop/ starts will determine how far you can ride per charge

 - Heavier conditions such as mud, soft sand and strong winds will affect the reachable radius

 - Harder terrains, including hills, will also affect how your radius

 - Rider fitness and weight makes a huge difference, as does any additional weight, e.g. luggage. The recommended maximum total weight is 110kg (17.4 stone). 

 -Make sure you set the eBike into a higher gear than you normally would, otherwise your battery will have to work harder to assist the eBike. 

Check that the battery is charged

We know it sounds silly, but it’s always worth double checking that your battery is actually charged! Press the green button in the middle of the battery to show you the state-of-charge display.

If the LCD display on the battery reads ‘0%’, charge the battery for the full 3 hours. Put the battery into the charging stand before plugging it into the mains.

As the battery charges, the LCD will display that it’s ‘charging’. Once fully charged, the LCD display will display ‘FULL 99%’ – this means it is fully charged.

Check that the battery is fitted correctly

The battery slots on to the cradle on the bike frame. It will click into place when positioned correctly. 

The battery terminals may be dirty or damaged

If the battery terminals or cradle terminals are dirty, it may be preventing your eBike from functioning properly. Make sure you keep the battery and cradle clean in order to maintain your eBike’s cleaning performance.

Remove the battery and use a dry, soft cloth to wipe it clean. The battery terminals are located on the back of the battery at the bottom. Wipe the cradle terminals, too – these are located at the bottom of the battery cradle. 

Is the battery losing power?

If you’ve not used your eBike much, the battery may need conditioning. When the battery is new, you need to make sure you fully charge the battery and then fully drain the battery down to 0% for the first few charge. This will condition the battery to take the full charge and hold it more efficiently.

We also recommend this is done once a month to prolong the life of the battery and keep it working normally.

The pedal-assist has stopped working halfway through riding

The pedal-assist on the eBike will stop if you exceed 15 mph. The motor will cut out but you are still able to ride the eBike normally, and above 15 mph, without the pedal-assist.

If your speed drops below 15 mph, the pedal-assist will kick back in.

Check the battery display

•Error 01 / Error 02

This suggests that the battery has been stored in extremely hot/ cold temperatures. Keep the battery somewhere room temperature for 24 hours and then fully charge the battery for 4 hours.

If there is still an 'Error 01 or 02';, display, get in touch with us as we may need to send you a replacement part.

•Error 03 / Error 04 / Error 05 / Error 21 / Error 23 / Error 24 / Error 25 / Error 26

With the battery attached to the bike - the battery cable may have come loose or be dirty. Find the cable that runs from the battery cradle to the motor on the back wheel - there is a connector in the middle of this cable. Pull the connector apart and clean the terminals, then push it back together. Make sure it is securely fitted and try using the eBike again.

If the error still displays remove the battery from the bike and switch battery off for approximately 5 minutes then switch battery back on and try again.

With the battery attached to the charging stand - remove the battery from the charging stand and switch battery off for approximately 5 minutes then switch battery back on and put it back onto the charging stand and try again.

•Error 08

Remove the battery from the bike and leave it to stand for 5 minutes. Charge the battery for a further 3 hours. Once it’s fully charged, remove the battery from the charging stand, reattach it to the bike and try using the eBike again.

Check the charger

If you’ve worked your way through the above steps and your eBike is still not working, it may be an issue with your charger. There are a few ways you can check if there’s an issue with the charger.

Put the battery into the charging stand before plugging it into the mains. As the battery charges, the LCD’s will display it is charging. Once fully charged, the LCD display will display 99% FULL – this means it is fully charged.

If there is no display on the LCD, continue to the next step.

If the battery is fitting loosely in the charging stand, there will be excessive movement when the battery is plugged in and it may not charge correctly. Get in touch with us as we may need to send you a replacement part.

Check to see if the charger gets warm when it is charging the battery. Check for signs of damage to the charger cable. If it’s ripped or frayed, or if the terminal pins are broken on the charger, you need a replacement charger to ensure your eBike works safely.

Check for signs of damage to the battery terminals. If you can’t see anything wrong with your charger but it’s still not working, try plugging it into another socket as it may be an issue with the mains. If you have a spare charger try that one instead.

If you’ve taken all the steps to check your battery and charger, get in touch with us as we may need to send you a replacement part.

Troubleshooting

No Power

Check that the battery is charged

We know it sounds silly, but it’s always worth double checking that your battery is actually charged! Press the green button in the middle of the battery to show you the state-of-charge display.

If the LCD display on the battery reads ‘0%’, charge the battery for the full 3 hours. Put the battery into the charging stand before plugging it into the mains.

As the battery charges, the LCD will display that it’s ‘charging’. Once fully charged, the LCD display will display ‘FULL 99%’ – this means it is fully charged.

Check that the battery is fitted correctly

The battery slots on to the cradle on the bike frame. It will click into place when positioned correctly. 

The battery terminals may be dirty or damaged

If the battery terminals or cradle terminals are dirty, it may be preventing your eBike from functioning properly. Make sure you keep the battery and cradle clean in order to maintain your eBike’s cleaning performance.

Remove the battery and use a dry, soft cloth to wipe it clean. The battery terminals are located on the back of the battery at the bottom. Wipe the cradle terminals, too – these are located at the bottom of the battery cradle. 

The On/ Off button is faulty

The eBike battery is operated by an On/ Off button. When pressed once, the battery will turn on. Pressing the button again will now switch between ‘Max’ and ‘Eco’ mode. Pressing and holding the button will turn the battery off. If your eBike battery does not work like this, try to charge the battery and see if anything comes up on the display. If nothing appears, please get in touch with us as we may need to send you a replacement part.

The battery is intermittent or cutting out

The battery cable may have come loose or be dirty. Find the cable that runs from the battery cradle to the motor on the back wheel - there is a connector in the middle of this cable. Pull the connector apart and clean the terminals, then push it back together. Make sure it is securely fitted and try using the eBike again. 

Run-Time Issues

Is it constantly in Max mode?

If you’re constantly using your eBike in ‘Max’ mode, the run-time will be reduced. You can easily swap between the two modes (‘Max’ and ‘Eco’) while you ride by pressing the On/ Off button once. 

Check your tyre pressure!

Issues with the battery holding its charge could relate to tyre pressure. The tyre pressure should be a minimum of 50psi and a maximum of 75psi, as this is the optimum way to ride your eBike and sustain the charge and longevity of the battery. 

Why aren’t I achieving the suggested radius?

Our eBikes are designed to achieve up to 30 miles per charge, but the radius you reach will vary depending on a number of factors.

 - Check your tyre pressure – it should be between 50psi and 75psi

 - The speed the bike is ridden at and the number or stop/ starts will determine how far you can ride per charge

 - Heavier conditions such as mud, soft sand and strong winds will affect the reachable radius

 - Harder terrains, including hills, will also affect how your radius

 - Rider fitness and weight makes a huge difference, as does any additional weight, e.g. luggage. The recommended maximum total weight is 110kg (17.4 stone). 

 -Make sure you set the eBike into a higher gear than you normally would, otherwise your battery will have to work harder to assist the eBike. 

Battery & Charging

Check that the battery is charged

We know it sounds silly, but it’s always worth double checking that your battery is actually charged! Press the green button in the middle of the battery to show you the state-of-charge display.

If the LCD display on the battery reads ‘0%’, charge the battery for the full 3 hours. Put the battery into the charging stand before plugging it into the mains.

As the battery charges, the LCD will display that it’s ‘charging’. Once fully charged, the LCD display will display ‘FULL 99%’ – this means it is fully charged.

Check that the battery is fitted correctly

The battery slots on to the cradle on the bike frame. It will click into place when positioned correctly. 

The battery terminals may be dirty or damaged

If the battery terminals or cradle terminals are dirty, it may be preventing your eBike from functioning properly. Make sure you keep the battery and cradle clean in order to maintain your eBike’s cleaning performance.

Remove the battery and use a dry, soft cloth to wipe it clean. The battery terminals are located on the back of the battery at the bottom. Wipe the cradle terminals, too – these are located at the bottom of the battery cradle. 

Is the battery losing power?

If you’ve not used your eBike much, the battery may need conditioning. When the battery is new, you need to make sure you fully charge the battery and then fully drain the battery down to 0% for the first few charge. This will condition the battery to take the full charge and hold it more efficiently.

We also recommend this is done once a month to prolong the life of the battery and keep it working normally.

The pedal-assist has stopped working halfway through riding

The pedal-assist on the eBike will stop if you exceed 15 mph. The motor will cut out but you are still able to ride the eBike normally, and above 15 mph, without the pedal-assist.

If your speed drops below 15 mph, the pedal-assist will kick back in.

Check the battery display

•Error 01 / Error 02

This suggests that the battery has been stored in extremely hot/ cold temperatures. Keep the battery somewhere room temperature for 24 hours and then fully charge the battery for 4 hours.

If there is still an 'Error 01 or 02';, display, get in touch with us as we may need to send you a replacement part.

•Error 03 / Error 04 / Error 05 / Error 21 / Error 23 / Error 24 / Error 25 / Error 26

With the battery attached to the bike - the battery cable may have come loose or be dirty. Find the cable that runs from the battery cradle to the motor on the back wheel - there is a connector in the middle of this cable. Pull the connector apart and clean the terminals, then push it back together. Make sure it is securely fitted and try using the eBike again.

If the error still displays remove the battery from the bike and switch battery off for approximately 5 minutes then switch battery back on and try again.

With the battery attached to the charging stand - remove the battery from the charging stand and switch battery off for approximately 5 minutes then switch battery back on and put it back onto the charging stand and try again.

•Error 08

Remove the battery from the bike and leave it to stand for 5 minutes. Charge the battery for a further 3 hours. Once it’s fully charged, remove the battery from the charging stand, reattach it to the bike and try using the eBike again.

Check the charger

If you’ve worked your way through the above steps and your eBike is still not working, it may be an issue with your charger. There are a few ways you can check if there’s an issue with the charger.

Put the battery into the charging stand before plugging it into the mains. As the battery charges, the LCD’s will display it is charging. Once fully charged, the LCD display will display 99% FULL – this means it is fully charged.

If there is no display on the LCD, continue to the next step.

If the battery is fitting loosely in the charging stand, there will be excessive movement when the battery is plugged in and it may not charge correctly. Get in touch with us as we may need to send you a replacement part.

Check to see if the charger gets warm when it is charging the battery. Check for signs of damage to the charger cable. If it’s ripped or frayed, or if the terminal pins are broken on the charger, you need a replacement charger to ensure your eBike works safely.

Check for signs of damage to the battery terminals. If you can’t see anything wrong with your charger but it’s still not working, try plugging it into another socket as it may be an issue with the mains. If you have a spare charger try that one instead.

If you’ve taken all the steps to check your battery and charger, get in touch with us as we may need to send you a replacement part.

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