Thanks to Eahora Riders for Your Support

Hello Eahora Riders! Thank you for choosing Eahora as your daily travel mode, and we are honored. In the process of handling customer complaints, we found that there are some problems that customers can solve by adjusting the settings. Check the following customer FAQs to see if you've encountered any of them, which can save you a lot of time!

Since Eahora's technical support team solves problems online, customers are required to do some inspections that can help them locate specific problems, and take videos and send them to the Eahora customer service team. After they confirm the root cause of the problem, they will give customers a suitable solution.

Q&A

Q1: Why is my ebike not as fast as advertised?
A1: Since each state has its own laws regarding the speed limit of electric bicycles, we set the speed of new vehicles to within 10MPH, but the speed limit can be removed by modifying the settings. Please check the "Remove Speed ​​Limit" and "Turn Off Boost Function" links and operate them. If the problem is still not solved after adjusting these two settings, please find Eahora customer service and they will help you to conduct a more in-depth problem inspection.

Q2: I weigh 200 lbs and I don't think my ebike has enough horsepower for speed. I would like to upgrade my ebike motor and controller. Is this ok?
A2: The speed of an ebike is related to personal weight, road conditions, battery aging, whether it is fully charged, etc. Under normal circumstances, the ROMEO PRO II can reach 40+MPH when going downhill and idling. It is best not to try to upgrade the electronic control system yourself. Our technicians have not made such an attempt, which may cause problems with the electronic control and the bicycle will not work properly.

Q3: A part of my ebike is broken and I want to replace it, but I don't see it for sale on the official website. How can I buy it?
A3: If you can't find this accessory for sale on the official website, please bring your order number and a photo of the motor code to eahora customer service. They will find the compatible accessories based on your ebike model and send you an invoice for payment.

Q4: I bought my JULIET in March this year. Now the front fork is broken. Is it still under warranty?
A4: Eahora ebike offers 24 months warranty for frame, 12 months warranty for fork, motor and battery, 6 months warranty for controller and 3 months warranty for charger, display, tires, saddle, front/middle axle and other parts.

Q5: My battery is broken but it is still under warranty. Eahora said they would send me a free battery, but it has been 3 days now. Why hasn’t the logistics information been updated yet?
A5: The accessories will be stored in the US warehouse or the Chinese warehouse. If they are shipped from the US warehouse, you will receive the tracking number on the first day of shipment. However, some accessories are shipped from the Chinese warehouse. The tracking number will be updated after arriving in the United States. It usually takes 2-4 days to wait. The accessories shipped from the Chinese warehouse will take about 7-12 days to arrive at the customer's address. For specific logistics information, please consult Eahora customer service team.

Q6: I'm not a mechanic, but you're asking me to do all sorts of inspections! I don't understand a thing you're saying, can you give me a glossary of terms so I know what I should check?
A6: Please check out the picture below, I hope it helps you!

Q7: If an error code appears, how can I check it?
A7: Please check this form for preliminary problem identification. For specific inspection steps, please refer to the similar issues above, for specific solutions, please see this blog post [How to deal with error codes] . If you don't find a suitable solution, please contact the Eahora Customer Service Team for fuether detection.

Q8: I just assembled my ROMEO II two days ago, but the display won't turn on. I'm sure the battery is fully charged. What should I do?
A8: Please do a display voltage test first, and send feedback to Eahora customer service team along with the motor code and order number, they will give you a proper solution after receiving it.

Q9: I just built my ebike and I only rode 10 miles today when I suddenly got error code E24, what is going on?
A9:
Sorry for what happened.
E24 means motor Hall abnormality
It's likely caused by a poor connection, as is common with new bikes.
👉Please provide a picture of the error code, and the motor code,it locates on the rear hub.
👉Please check if the wirings inside the controller are tight.If it is loose, please tighten it
👉Please check if the motor connector wire is damaged
and then unplug the motor connector and re-plug it, restart the display to see if the error code still there.
Please send all the above required material and feedback to Eahora customer service, they will give you a proper solution ASAP.

Q10: I just received my new EBIKE last week, and now the motor is underpowered. What should I do?
A10:
Considering it's a new bike, the motor issue is likely caused by a poor connection.
👉Please provide a picture of the motor code,it locates on the rear hub.
👉 please check if the motor connector wire is damaged, and then unplug the motor connector and re-plug it, restart the display to see if the motor works.
👉If not, please do a Hall test and send us the result.

Please do the required test and send the feedback to Eahora Customer Service, they will provide a proper solution ASAP.

Q11: I have been using my ROMEO PRO for almost a year, but recently I found that the motor started to spin on its own, even when I didn't press the throttle. What should I do?
A11:
It may be caused by the poor connection of the sensor or the throttle.
We need you to help us do some inspections in advance and send the video to eahora customer service so that they can locate the specific problem more accurately
- Lift the back wheel and use throttle for half a minute, we need to see the readings on the display during this half minute.
- Check how the pedal assistance is working.
👉PAS Test
1. Loosen the chain
2. Set PAS 1
3. set the speed
4. Raise the rear wheel and turn the pedals
5.Then observe whether the rear wheel keeps turning

Please do the required test and send the feedback to Eahora Customer Service, they will provide a proper solution ASAP.


Q12: I have charged my Romeo pro battery for two days and three nights, but now the red light is still on. What is going on?
A12:
For your concerns, the battery may be damaged, so please help us with the following tests:
-- battery voltage test
And send pictures of the test results as well as the motor code pictures(located on the rear hub) to Eahora Customer Service, and they will give you a proper solution soon.

*All battery problems require a battery and charger voltage test first.

Q13: I have a Juliet, please tell me how to connect the bluetooth, I'm confused.

A13: Following is an instruction picture, hope it helps!

Battery maintenance and usage suggestions

Battery maintenance

1. If you know you won’t be using the battery for more than a few days, keep it charged to about 75% capacity. At 75%, the battery will degrade less than at higher charge levels.
2. Periodically check your battery's charge level once a month and charge it up to 75% .
3. Store the battery indoors in a dry space, away from heat or flame sources, and out of direct sunlight.

Charging

1. The battery can be charged while it is attached or detached to the e-bike. (You can remove the battery by inserting the key into the lock on the side face of the battery slide. To lock the battery, insert the key into the lock on the side face of the battery slide.)
2. Use the original charger to charge the battery.
3. Only charge the battery indoors in dry spaces which are not excessively hot or cold.
4. Ensure there is no dirt or debris nearby when using the charger. Keep the charging port clean and dry. Wipe the dust around it periodically.
5. When charging the battery, first connect the charger and the battery end, and then plug the charger into power.
6. The light on the charger will be red when the battery is charging and will turn green when charging has finished.
7. Avoid leaving the charger plugged in when the battery is fully charged. 8. Do not charge the battery if you notice the battery is damaged, excessively hot, leaking, smelly, or discolored.
9. Charging the battery should take approximately 4-6 hours if the battery is mostly empty.
10. Battery charging times may increase with battery age and usage.

Safety

1.Do NOT submerge the battery in a liquid of any kind.
2.Do NOT use any metal to touch the charging port, as that will cause a short-circuit.
3.Turn off the battery when not in use and before removing it from the e-bike.
4.Only grab the charger by the plug and not the cable when plugging and unplugging from the wall.
5.If the battery has trouble charging, discontinue charging and contact eAhora immediately.
Note: Lithium-Ion batteries can be dangerous. Take care when using and charging your battery. Failure to follow the above guidelines could result in damage to property and/or serious injury. Contact eAhora immediately if you have any questions regarding battery safety.

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