1. The bike will not turn on
- Confirm the battery is charged using the supplied, compatible charger and that the charger and outlet work.
- Remove and reseat the battery only as described in the manual. Ensure it is locked into position.
- Inspect visible battery terminals and external connectors for dirt, moisture, bent pins, corrosion or heat damage. Do not scrape contacts with metal tools.
- Check whether the display has a separate power sequence or button hold specified by its manual.
- If the battery indicator is blank, the fuse/BMS may have tripped, or a connector is damaged, stop and contact support rather than dismantling the pack.
What the symptom can suggest
No lights anywhere can point to battery seating, a depleted battery, a main connection or a protection circuit. A display that lights but immediately shuts down may indicate a weak battery under load, a loose connection or an electrical fault. These are possibilities, not a diagnosis.
2. Display turns on, but the motor does not run
- Look for an error message and record the exact text/code before switching off.
- Check that brake levers return fully and that nothing is holding a brake cut-off signal active.
- Check the selected assist level and the operating mode described in the manual.
- With power off, visually inspect accessible external motor and control connectors. Look for a loose plug, bent pins, damaged insulation or water ingress.
- If the motor cuts in and out, makes a grinding noise, or the wiring becomes hot, stop riding and seek professional diagnosis.
Do not bypass a brake sensor as a workaround. A brake cut-off is a safety feature, and bypassing it can allow motor power when you expect it to stop.
3. Power cuts out under acceleration or uphill load
A high-current demand can expose a weak battery, poor connection, controller protection event or motor/wiring fault. Reduce load and stop testing if the fault repeats. Check battery charge and seating, note whether the display resets, and record whether the problem occurs on one motor mode or both. Do not repeatedly force full-throttle climbs to reproduce the fault.
Useful details to record
- Battery charge indication before and after the cut-out.
- Whether the display itself goes dark or only motor assistance stops.
- Whether the fault occurs on a hill, after rain, after a long ride or immediately from cold.
- Any code shown, unusual sound, smell, heat or visible connector damage.
4. Battery does not charge
- Use only the correct charger for the battery's voltage and chemistry. Confirm the charger's label matches the supplied equipment.
- Check the wall outlet and inspect the charger cable and plug for damage.
- Observe the charger's indicator according to its own manual; indicator colours are not universal.
- Allow a cold battery to reach the temperature range specified by the manufacturer before charging.
- Stop immediately if the battery is swollen, leaking, hissing, unusually hot, smells chemical, or has suffered a major impact. Keep away from people and combustible materials and follow local emergency guidance if it is smoking or venting.
Never open a lithium-ion battery, bypass its BMS, or use a random charger because its plug fits. A physically compatible plug does not prove electrical compatibility.
5. Range has dropped
First compare similar rides. A change in wind, temperature, route, tyre pressure, rider/cargo mass, stop-start traffic or assistance level can create a large difference. Check tyre pressure and brake drag, confirm the battery is fully charged according to the correct charging procedure, and look for a brake that stays slightly engaged. If range falls suddenly rather than gradually, or the battery indicator behaves erratically, request a battery and electrical-system check.
6. One motor seems weaker than the other
Do not assume a motor is defective just because the bike feels different in one setting. Confirm the selected mode and the correct operation described in the manual. Inspect external connectors with the bike powered off. Record any display messages and whether the symptom is repeatable. Motor, controller or wiring diagnosis can require specialist tools; do not swap live connectors or open the controller.
7. Grinding, clicking, rubbing or wobble
- Brake rub: inspect wheel alignment and rotor clearance; do not touch a hot rotor.
- Click under pedalling: may come from the drivetrain, pedals, crank or loose hardware.
- Wheel wobble: stop and check tyre seating, axle security and visible spoke damage.
- Suspension knock: inspect mounting points and bushings; do not ride if a fastener or component is loose.
- Motor grinding or electrical crackle: stop using the motor and arrange professional inspection.
8. After riding in rain or washing the bike
Water resistance does not mean waterproof under all conditions. Avoid pressure washing and directing water at the display, connectors, battery interfaces, bearings or motor cable exits. Dry the bike gently, inspect exposed connections when power is off, and let the bike dry fully before charging if moisture may have reached electrical interfaces. If the display fogs internally or the bike behaves abnormally after water exposure, do not keep riding to “dry it out.”
9. When to stop troubleshooting
Stop and seek qualified service for battery swelling or unusual heat, smoke, chemical smell, melted connectors, damaged insulation, repeated electrical cut-outs, a motor that locks or grinds, brake failure, structural damage, or any fault that returns after basic checks. Record the serial number, purchase date, photos of the issue and exact display message. This makes a support request faster and avoids repeated guesswork.