Bike Help

On this page you’ll find some general help information about your hire bike. 

If the resolution to your question isn’t here then give us a call on+64 3 447 3271

E-Bike specific help

E-Bike efficiency

E-Bikes motors are designed to be ridden in a particular way to achieve best efficiency. 

Below is a representation of what we’d call an E-Bike efficiency curve the illustrates how your pedaling speed (cadence) is the factor that you can control to get the most out of your E-Bike. 

A common issue with people new to E-Bikes is that they do not have a cadence of 60 revolutions per minute or more. The end result is that the motor is ON for longer each pedal stroke which increases battery drain. 

At low cadence, the rider will generally have to select a higher power setting to get the bike to “respond” when the real issue is that the bike is being ridden in gear that is too high. 

E-Bike efficiency graph

How to use your E-Bike - Multiday Hire

Watch this video if you’re hiring an E-Bike for multiple days whereby you’ll be responsible for charging your own battery at the end of each day. 

How to use your E-Bike - Day Hire

Watch this video if you’re hiring an E-Bike for a day trip

Changing a tube on an E-Bike

Modern Ebikes typically come with wider rims which require a small adjustment to the technique you may be used to using.

It’s really important to get the tyre bead out from under the rim on both sides before removing the tube. When you go to put the tyre back on, you’ll need to make use the groove in the middle of the rim by squeezing the tyre as you go. 

First up, grab the things you’re going to need for the repair. You’ll find your pump on the frame or in your pannier bag
Your repair kit is under your saddle, it contains a multi tool, patches, a tyre boot in case of a rip in a tyre, tyre levers and a spare tube. Make sure you keep the tube clean and free of dirt.

If you’re fixing a rear wheel you need to get the chain sitting on the smallest cog at the back to make it easy to get the wheel off and back on again.

To do this Lift the back wheel and spin the pedals forward. Keep pulling the trigger shifter until the chain is on that smallest sprocket.

Open the quick release lever. For rear wheels you should not need to loosen the nut on the opposite side. For front wheels, you will need to loosen the nut on the other side.

Hold the bike by the pannier and lift up, the wheel will start to drop out.

Hook the chain out from the rear cluster if it’s caught.

NEVER touch your brake levers after this point. If you pull them then the pistons will close and you won’t get the wheel back on.

Lay your bike on the ground with the chain side facing the sky. Note we don’t turn the bike upside down as this will damage the e-bike controls and accessories on the handle bars.

Starting on the opposite side to the valve, you need to free the bead of the tyre from the rim. Do this by pulling back on the tyre to drag the bead away from the rim. It’s hard to start with but gets easier as you go around. The tyre will start to sit into the groove in the middle of the rim. You do not need tyre levers at this point.

Flip the tyre round and repeat on the other side.

Once the tyre is free from the bead on both sides, hook your tyre lever under the tyre and lever it out over the rim. Then pull the lever towards you and it will guide the tyre out over the rim. It gets easier as you go round.

Push the valve out through the rim and remove the tyre. Keep the inside of the tyre free of debri.

It’s a good idea to find out what caused the puncture. Attach the pump to the punctured tube and pump it up. Listen for air or feel with your lips. If you find the hole, then look on the tyre at the same spot to see if the foreign body is still there. You can use the valve as a guide to where it might be.

If you can’t find the hole in the tube then visually check the outside and inside of the tyre, running your hand across it can help. Remove any foreign body that is stuck in the tyre.

Unwrap your new tube and attach your pump to the valve. Flip the pump lever up.
Pump up the tyre to provide a little bit of shape, if should still have a sharp fold at the bottom. If you over inflate then it’s going to be hard getting the tyre back on.

With the valve hole of the rim at the top, lay the tube into the bottom of the tyre. Keep it free of dirt.

Push the valve through the hole

Tuck the tube inside the tyre all the way around.

Start pushing the tyre back onto the rim starting at the valve.
Work your way round on both sides.
When the tyres starts to get tight, flip it over and start dragging it back over the rim with your hands.
As it gets tight again, squeeze the tyre where it’s already on the rim. This will put the tyre into the groove of the rim where the diameter is smallest and provide some slack again for you to drag the tyre back over the rim.

Note that you should not need to use a tyre lever at all. Using a tyre lever increases the chance of getting a “pinch flat” where the tool damages the tube.

If the tube pokes out from the tyre, tuck it back in as you go

Pump the tyre up. It should be as hard as your other tyre.
Lift the bike up (it’s great if you have a helper at this point).

Make sure you do not pull on the brake lever while doing this.

Position the wheel into the slot and hook the lower chain down below the axle
Keep positioning the wheel so the chain is starting to touch the smallest cog.

Gently push the derailleur cage down and the axle will slide in towards the drop outs.

Check the other side as you may need to guide the disk between the brake pads. Don’t touch the disc, all positioning is done using the wheel.

You want the axle to be seated fully in the drop outs so the axle is totally horizontal.

Close the quick release lever. Use the nut on the other side to adjust tension so that you feel tension at horizontal and the lever leaves and impression on your hand when closed to vertical.

Spin the wheel. If you have brake rub then the axle is not seated properly. Open lever again. Make sure everything is level and close it again

Pack up your tool kit and put your punctured tube into your pannier, that way we’ll know we need to replenish the kit.

Warning and Error Codes

If the Shimano Steps system detects a warning (W) or error (E) condition then it will display it on screen.

Take a photo of the screen so that you don’t forget what the code is.

Possible codes are detailed below.

W013

Sensor initialization could not be completed normally. 

Assistance will be lower than normal.

Press the battery power button to turn the power OFF and then ON again without placing your feet on the pedals.

W010

A high-temperature abnormality was detected in the drive unit.  

 Assistance will be lower than normal. 

Do not ride the bicycle with the assist mode enabled until the drive unit temperature drops.

W011

No bicycle speed signal was detected from the speed sensor.

 The maximum speed up to which assist is provided will be lower than normal. No system functions will start.

Locate the magnet near the axle on the rear disc, wipe off any magnetite that has accumulated. This will appear like a black circle of crud and decreases the magnetic field the sensor needs. Turn bike off and on again. Test ride

W103

Sensor initialization could not be completed normally, 

Assistance will be lower than normal. 

Turn the cranks in reverse two to three times. Turn bike off and then on again without touching the pedals.

W10500

Unexpected power disconnection was detected.

Assist will not be provided when riding.

Check that the battery is locked into place.

Take the battery off and check that the prongs on the bicycle battery mount are try (they will have di-electic grease on them, DO NOT wipe the grease off)

The battery mount system may have shifted causing the battery to bounce in the bracket over rough surfaces.

E012

Sensor initialization could not be completed normally.

Assist will not be provided when riding.

This will result if the W013 error is ignored.

Press the battery power button to turn the power OFF and then ON again without placing your feet on the pedals.

Chain tension may have to be adjusted.

E020

Communication error between the battery and drive unit detected.

Assist will not be provided when riding.

Make sure the battery unit is locked into place. The battery mount system may have shifted causing the battery to bounce in the bracket over rough surfaces. 

E???

All other error codes

Assist will not be provided when riding.

Turn the bike off and on again with feet off the pedals. 

Make sure battery is clicked into place.

Other possible issues

Screen does not turn on when pushing power button

Unable to use E-Bike assistance

If the computer is a large central display, the computer may have dislodged upwards in the bracket. Gently slide the computer back down toward the base of the bracket. 

A control wire may have pulled out of the back of the computer, check the back of the computer to make sure that no control wires have been pulled out. Click the wire back into place if it’s come free. 

Screen goes blank when riding

Unable to use E-Bike assistance

If riding over very rough surfaces the battery may have bounced and cut power to the system. Restart bike and ride on smother pathway.

If the computer is a large central display, the computer may have dislodged upwards in the bracket. Gently slide the computer back down toward the base of the bracket. 

A control wire may have pulled out of the back of the computer, check the back of the computer to make sure that no control wires have been pulled out. Click the wire back into place if it’s come free. 

Rider assist thumb controller is not working

Unable to use E-Bike assistance or assistance only works in one direction

 A control wire may have pulled out of the back of the computer. Trace the wire from the thumb controller to the computer is to confirm it is connected. If it is loose then click the wire back into place if it’s come free. 

Thumb controller has been damaged by impact (crash or dropped bike). Call the office for assistance. 

Manual bike specific help

Coming soon.