FAQ2024-03-01T11:00:57+01:00

FAQ

What is Eplus?2024-03-06T16:42:10+01:00

Eplus is an Italian company based in Piedmont that has been developing optimization and customization solutions for electric bicycles for a decade.

Depending on the engine, we provide plug-and-play chips or easy-to-install software optimizations.

You can find more information in the individual sections of the FAQ.

Who are Eplus products aimed at?2023-10-23T12:30:18+02:00

Whether you are an e-bike enthusiast, an expert cyclist, a beginner, a retailer, a workshop or a team specializing in electric bicycles, Eplus has you covered with its high-end products and exceptional customer service.

So, if you are looking for a reliable and efficient way to optimize your electric bike or that of your customer, Eplus is the brand for you.

WARRANTY: are Eplus products covered by warranty?2023-10-23T12:40:41+02:00

Yes, our products have a 2-year warranty from the date of purchase.
More information in section 2.10 of the Terms and Conditions.

RIGHT OF WITHDRAWAL: Is it possible to cancel the purchase of a product?2024-02-09T10:07:40+01:00

Yes, as a consumer, you can exercise your right to withdraw from the purchase contract as provided for by the Consumer Code. The legislation varies depending on the type of product purchased.

  • If you purchased a Kit:
    Pursuant to articles 52 and following of the Consumer Code, purchased kits (physical products) can be returned within 14 days from the day of receipt and receive a full refund of the amount paid. Return shipping costs are entirely the responsibility of the customer. The Bosch Smart System Rim Magnet product represents an exception, as installation by third parties voids the right of withdrawal from the purchase. For further information, please also see point 9.2 of our Terms and Conditions.

 

  • If you have purchased software (Flash Home):
    For software (digital product), the right of withdrawal applies pursuant to article 59 of the Consumer Code within 14 days from the day of purchase. In the event that the purchased modification has been installed on an electric bicycle, the software is considered non-returnable or refundable as the activated license will work both on the PC and on the installed electric bicycle, even in the event of change of mind.

See also point 9.2 of our Terms and Conditions.

RIGHT OF WITHDRAWAL: What are the steps to take to cancel a purchase contract?2024-02-09T10:32:14+01:00

First of all you must inform us.

To do so, you can open a support ticket in the support area (see the dedicated FAQ) or send a communication to: winemore@pec-mail.it
In both cases, you will need to indicate the order number and date and the product you wish to return.

More information in section 2.9 of the Terms and Conditions.

RIGHT OF WITHDRAWAL: How does the refund work?2023-10-23T13:10:46+02:00

Once it has been verified that the methods, terms and conditions for exercising the right of withdrawal have been respected, Eplus will proceed with the reimbursement of the amount equal to the cost of the product in question.
The refund will be made by reversing the amount charged to the credit card used for the purchase.

More information in section 2.9 of the Terms and Conditions.

If you have further questions, open a support ticket.

FIRMWARE UPDATE: Can I update my e-bike after installing an Eplus product and unlocking my ebike?2024-03-06T16:43:42+01:00

It is not recommended. If the manufacturer releases new firmware, it is best to avoid updating your e-bike because by doing so, you may lose the modification provided by the software or the kit

If you have other doubts, carefully read the web page and manual of your product. If you don’t find the answer you were looking for, open a support ticket.

FIRMWARE UPDATE: when and how can I update my ebike if I have installed an Eplus product?2023-10-23T13:30:44+02:00

If you believe that the new firmware proposed by the manufacturer is useful and you intend to update your bike, it is essential that you ensure that the Eplus product installed on your bike is compatible with the new version. You can do this in various ways:

  • by visiting the product web page
  • by visiting our social channels
  • opening a ticket (see also the FAQ “How can I request technical assistance?”)
  • by contacting us directly through the contact form or the e-mail address indicated in the “Contacts” section of our website.

If you have other doubts, carefully read the web page and manual of your product. If you don’t find the answer you were looking for, open a support ticket.

FIRMWARE UPDATE: when and how can I update my ebike if I have installed an Eplus product?2023-10-23T13:31:14+02:00

If you believe that the new firmware proposed by the manufacturer is useful and you intend to update your bike, it is essential that you ensure that the Eplus product installed on your bike is compatible with the new version. You can do this in various ways:

  • by visiting the product web page
  • by visiting our social channels
  • opening a ticket (see also the FAQ “How can I request technical assistance?”)
  • by contacting us directly through the contact form or the e-mail address indicated in the “Contacts” section of our website.

If you have other doubts, carefully read the web page and manual of your product. If you don’t find the answer you were looking for, open a support ticket.

TECHNICAL ASSISTANCE: what should I do to request technical assistance?2024-02-09T10:41:23+01:00

Have you consulted and carefully read the specific technical manual for your product (you can find it in the Assistance section) but have not solved the problem?

  • If you purchased your product on our Eplus website:
    open a ticket from the dashboard of your reserved area. If you are not yet registered as a user, you can do so by clicking on the icon next to the shopping cart on our site.
    Provide your order number, a detailed description of the problem encountered and attach the warranty document and as much information as possible, such as images and/or videos.

 

  • If you purchased the product from an Eplus retailer:
    contact your dealer for assistance. As our partner, they will be able to offer you the best possible support.

 

TECHNICAL ASSISTANCE: when to open a ticket?2023-10-23T13:50:11+02:00

Contact us by opening a support ticket if:

  • You encounter a technical problem that remains unresolved after consulting the manual and/or video tutorials
  • You are looking for detailed information on the compatibility of the product with your ebike.

 

MINI, UNLOCKER or ADVANCED: What are the differences and which version to choose?2024-03-06T16:41:00+01:00

Eplus produces a wide range of kits with different features for several motors.

  • The ADVANCED kits combine the use of the kit with the Eplus Tuning app, so that the e-biker can conveniently set and optimize the motor parameters from his mobile phone. The unlock function is obtained by making an in-app purchase of €0.99. For more information on the app, please refer to the dedicated FAQ below.
  • The SPEED UNLOCKER kits can be activated and deactivated via the Walk or Lights button and always show the correct data on the display.
  • The MINI kits, as the simplest and cheapest variant, only unlock the speed limit, they are always active, the data shown on the display is incorrect and cannot be connected to the Eplus Tuning app.

 

Go to the “Products” section of our site and select the motor you are interested in. You will find all the kits available for the motor you have chosen, a brief description and (further down) a comparative table of the characteristics of the individual kits.

If you have other doubts, carefully read the web page and manual of your product. If you don’t find the answer you were looking for, open a support ticket.

DELIVERY TIMES: When can I receive the Eplus kit ordered via e-commerce?2024-02-09T10:59:50+01:00

If the product you purchased is available in stock we will ship it to you within 2 working days. If it is a “made to order” item, shipping will take place within 15 working days maximum (except during summer or holiday closing periods). Delivery times may vary depending on the country to which we ship the product:

  • If you are in Italy, you will receive the package within 2-3 working days.
  • If you are abroad, it will take 3-5 working days.

For Tuning Box and Holiday Tuning Box packages, installation and delivery terms will be agreed based on availability.

See also sections 2.3 and 2.7 of the Terms and Conditions.
If you have any other doubts, open a support ticket.

ASSEMBLY: Will I be able to install the Eplus kit myself?2024-02-09T11:06:23+01:00

The installation of our kits does not require particular technical skills. Each product has manuals and video tutorials that you can consult before making the purchase in order to evaluate the assembly procedure based on your skills.

By scrupulously following the instructions contained in the manual and described in detail in the video tutorials, you will be guided step by step through the assembly phase.

If you feel uncertain, you can contact an Eplus dealer or your trusted retailer for assistance and assembly. If you don’t find the answer you were looking for, open a support ticket.

ASSEMBLY: How is the Eplus kit assembled?2023-10-24T09:45:23+02:00

Assembling the kit is actually quite simple!
On our Assistance page there are manuals and video tutorials for installing our kits.
By following the instructions contained in the manual and described in detail in the video tutorials, you will be guided step by step through the assembly phase.

If you experience difficulty assembling your e-bike kit, don’t worry! We are here to help you. Below you will find descriptions of some of the most common issues and how to resolve them.
If you have any other doubts, open a support ticket.

APP TUNING: How does motor mapping work?2024-02-09T11:15:34+01:00

The Eplus Tuning app allows you to set the power delivery curve as a function of speed. To find out more we suggest you read this article.

If you have assembled the kit but cannot connect to the app, read the dedicated FAQ below. If you have doubts or questions, go to the web page and consult the manual for your product. If you don’t find the answer you were looking for, open a support ticket.

 

PROBLEM: Have you assembled the kit but the e-bike won’t turn on?2024-02-09T11:44:39+01:00

If you have assembled the kit but the ebike does not turn on, make sure you have connected all the connectors correctly. If you have any doubts, check the specific manual for your model.

If you have any other doubts, open a support ticket.

 

 

 

Se hai montato il kit ma l’ebike non si accende, assicurati di aver collegato correttamente tutti i connettori.

Se hai dubbi verifica il manuale specifico per il tuo modello.

Se hai altri dubbi apri un ticket di assistenza al seguente link: https://www.eplus.bike/account/

 

PROBLEM: Have you assembled the kit but you don’t see the speed?2024-02-09T11:57:07+01:00

If you have assembled the kit but the speed is not displayed, check that you have correctly connected the speed sensor connector to the kit and that you have adequately connected the kit connector to the motor terminal block.

  • Do you have a Bosch Rim Magnet kit? Make sure you have positioned the electromagnet correctly.
  • Do you have an Advanced kit? Make sure you have not activated the “Anti-theft” function.

If you don’t find the answer you were looking for, open a support ticket.

 

PROBLEM: Have you assembled the kit but the bike is not unlocked?2024-02-09T12:00:35+01:00

If you have assembled the kit but the maximum speed value of the bike has remained unchanged and it is not unlocked, make sure you have activated the unlock function. This is usually done by pressing the “WALK” or “LIGHTS” button. If you have an Advanced kit, remember that you have to purchase the unlock function in the app for €0.99.

If you have any other doubts, open a support ticket.

 

PROBLEM: Have you assembled the kit but cannot connect the app to the kit?2024-02-09T12:13:45+01:00

When using the Eplus kit, don’t forget to activate Wireless and, if you have an Android device, also enable your smartphone’s location services.

In case your phone has connection problems with the kit, bring it closer to the bicycle. To find out more, also read our blog article: Using the Eplus Tuning App.

If you still have any doubts, open a support ticket.

 

Su quale bici posso utilizzare il software Flash?2024-01-17T10:14:35+01:00

Per i privati l’utilizzo è possibile per motori Shimano e Fazua. Invece, solo per rivenditori, è disponibile anche per motori Giant, Ananda, Oli, Brose.

Se hai altri dubbi apri un ticket di assistenza al seguente link: https://www.eplus.bike/account/

 

Dopo quanto arrivano le credenziali per utilizzare il software Flash? (Estero)2024-01-04T09:36:57+01:00

Per l’acquisto del software Flash, i dati di accesso (nome utente e password) vi saranno inviati per e-mail entro 1-2 giorni lavorativi. Se non ricevete l’e-mail, controllate la cartella spam.

Se hai altri dubbi apri un ticket di assistenza al seguente link: https://www.eplus.bike/account/

 

Cosa devo fare in caso di errore “E034”? (Solo per motori Shimano)2024-01-17T10:22:14+01:00

L’errore “E034” è dovuto principalmente all’utilizzo dello strumento diagnostico SM-PCE1. Gli ultimi aggiornamenti Shimano impongono l’utilizzo dello strumento diagnostico SM-PCE02 e della diagnostica Shimano E-Tube versione 5 quindi occorre munirsi degli strumenti precedentemente menzionati (SM-PCE02 ed E-Tube 5).

Se hai altri dubbi apri un ticket di assistenza al seguente link: https://www.eplus.bike/account/

 

Cosa devo fare se dopo aver installato uno sblocco velocità l’e-bike non va oltre i 25 km/h? (Solo per motori Shimano E5000 – E6100 – EP800)2024-01-04T09:35:41+01:00

Controllare che nel campo di fianco al bottone “Conferma velocità” ci sia scritto la velocità massima dello sblocco installato. In caso contrario, cancellare la velocità corrente, scrivere quella dello sblocco installato e premere “Conferma velocità”.

Se hai altri dubbi apri un ticket di assistenza al seguente link: https://www.eplus.bike/account/

 

Come effettuare il downgrade alla versione 2.04 per motori Fazua?2024-01-04T09:36:15+01:00

Per effettuare il downgrade seguire la procedura scritta alla pagina 4 del nostro manuale.

Se hai altri dubbi apri un ticket di assistenza al seguente link: https://www.eplus.bike/account/

 

Qual è la differenza tra Flash e Flash Home?2024-01-17T10:20:50+01:00

Flash è pensato per i rivenditori e permette loro di sbloccare e ottimizzare i parametri dei motori Shimano, Fazua, Giant, Brose, Oli e Ananda. Ciò significa che in alcuni casi si possono anche regolare la potenza, la coppia e l’assistenza alla pedalata.

D’altra parte, Flash Home è perfetto per gli ebiker che vogliono personalizzare da sé la propria bicicletta. Questo software è disponibile per i motori Shimano e Fazua Ride 50 e ti permette di ottimizzare le prestazioni della tua e-bike.

Se sei interessato a saperne di più sul software Eplus, dai un’occhiata ai singoli prodotti che trovi nella pagina riepilogativa o contattaci tramite il form che trovi qui per richiedere altre informazioni.

Con Eplus puoi portare l’esperienza di guida della tua e-bike a un livello superiore e sbloccare tutto il suo potenziale!

Cosa fare nel caso venga visualizzato l’errore “Errore lettura dati centralina” sul nostro software Eplus Flash? (Motori Fazua)2024-03-01T13:52:55+01:00

Controllare di avere chiusa la diagnostica di Fazua. Nel caso fosse aperta, chiuderla.

Se hai altri dubbi apri un ticket di assistenza.

Che differenza c’è tra il software Flash e il software Flash Home?2024-03-08T12:22:46+01:00

Flash è progettato per soddisfare le esigenze dei rivenditori e permette, tramite un unico software, di sbloccare e ottimizzare i parametri dei motori Shimano, Fazua, Giant, Brose, Oli e Ananda.
In alcuni casi si possono anche regolare la potenza, la coppia e l’assistenza alla pedalata.
Flash Home è l’opzione ideale per gli e-biker che desiderano personalizzare e ottimizzare le prestazioni autonomamente della propria bicicletta. Questo software è disponibile per i motori Shimano e Fazua Ride 50.
Se sei interessato a saperne di più sul software Eplus, ti invitiamo a esaminare i prodotti specifici o a contattarci tramite il modulo disponibile qui.

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