Frequently asked questions bike-energy Products and services

This FAQ page is always updated with new topics and questions from customers. So that we can continuously improve our products and services, we welcome your suggestions and questions!

Charging cables

Frequently asked questions about purchase, function, compatibility etc.

Which charging cable?

If you do not know which charging cable is right for your e-bike, go for it Charging cable viewfinder

The market is changing very fast, so it happens that your Ebike brand is not listed. No problem, most of the time we still have a suitable charging cable for you!

Panasonic

Is there already a cable for a Panasonic engine?

Unfortunately, working with Panasonic is a bit difficult. But we assume that a suitable LK in the coming season is available. (Stand 8.2019)

Yamaha

Yamaha charging cable does not fit?

If the Yamaha charging cable does not fit right away, you should slightly backtrack the first time. That should be enough. It is also possible that dust or some dirt have collected at the plug entrance.

The connector has projections on 3 sides and no protrusion on the arrow side. See pictures.

Warranty

Which guarantee / warranty is there?

Detailed information on warranty and warranty can be found here: Gewährleistung.pdf

Charging stations

Frequently asked questions about purchase, compatibility, installation and charging protocol.

Installation

What requirements must be provided on site for a bike-energy charging station?

Almost none! All bike-energy Charging stations are delivered pre-assembled ready. An e-bike charging station must have an 230V connection cable and an 400V supply line at an electric car charging station.

In conjunction with the bottom plate (TOWER), the bike-energy Charging station can be easily detached. There are no foundation works, etc. necessary. Just plug it in and you're done!

Can I use the charging station myself?

To maintain the warranty, the charging station should be connected by an electrician / specialist. You can continue to operate the charging station yourself.

charging

How long does it take to charge an e-bike?

A complete (0-100%) charge is usually not relevant in practice. Your e-bike will be at the bike-energy Charging station charged up to 2x faster than with the conventional home charger. In general, charge about 30% battery in 20 min.

Does the charging station switch off automatically when the battery is full?

Of course, the charging electronics recognize when the battery of your e-bike is full and switch off automatically.

Which e-bikes can be charged to bike-energy charging stations?

Basically, we have the right charging cable for all common types of e-bikes. A list can be found under the heading "Charging cables". Charging cables for new e-bike types are constantly being added to our product range.

Can I charge my e-bike in the rain?

All bike-energy Charging stations and the matching charging cables are completely weatherproof. You can recharge without any risk at every (rain, snow, ...) weather. Thus, there is no danger when it rains briefly and your e-bike hangs on a charging station.

Unfortunately, this does not work with the conventional (home) charger - they should not be used outdoors or in the rain.

Loading logs and software

Is it possible to log the individual loading processes or read them from the charging station?

Yes. Each download is saved to an internal SD card. So the user numbers can be read out. The SD card is located in the Smart charger element under the protective cap.

A detailed procedure can be found here: SD card change.pdf

And here: Reading out the logfiles.pdf

Cap

How can I open / attach the protective cap?

Instructions can be downloaded here: Fasten the protective cap.pdf

Disruptions during loading

Charging is aborted suddenly.

Problem Description:

  • Charging process starts with connection setup (new cables)
  • Loading process usually stops after initialization before loading
  • Charging process stops after about 3 minutes

Voltage problem. The voltage on the charger has increased over 58V. This must be at the 60V input between 57V and 58V. About 58V symptoms occur.

Solution (be sure to have it checked by an electrician!):

57 - 58V against GND (at 60V IN)!

If the voltage is above 58V, please adjust / reduce at the power supply rotary potentiometer (+ V ADJ) !:
s. Mark.

Displays

Display is pressed inwards

It may happen that during transport the charger unit with the display, due to shock, from the anchorage dissolves.

But that is very easy to fix:

Open the charging station on the back (you will need it for mounting and connection anyway) and snap the charger back in place - see figure - Done

service and maintenance

Guarantee and warranty

Which guarantee / warranty is there?

Detailed information on warranty and warranty can be found here: Gewährleistung.pdf and liability Statement

Quality and conformity

Are bike-energy charging stations TÜV approved?

Yes, TÜV report and certificate can be viewed via this link.

bike-energy Charging stations are all CE compliant and ISO 9001 approved.

Other questions

What does 'load up to 2x faster' mean?

Depending on the E-bike model and year, load bike-energy Charging the e-bike up to 2 x faster, as if it were loaded with the home charging adapter. The loading times are thus model and age dependent.

Charging stations accessories

Questions about the accessories for charging stations

Bicycle rack

If you want to extend one of your products - LINE or POINT - with a back plate, for example, is the pictured bicycle stand included with the order or delivery of the back panel?

Rear wall plate Point

No. The bike stand in the product image is just to show what other options there are to make your charging point as complete as possible.

The bike rack is available at https://bike-energy.com/produkt/fahrradstaender-line-freistehend/ Of course, the bike rack also fits to other LS models and rear wall panels.

Extensions for charging stations

Questions about the extensions for charging stations

Special foliation

How can a special foil be ordered?

When ordering in the shop, it is possible to order a special wrapping with your own logo and corporate identity (CI). Select the box 'Special Foil' and upload your pictures, colors and logo. We take care of the rest.

You will receive a design proposal from us and if you agree, your charging station will be foiled accordingly.

Is a special film also possible at a later date?

This is only possible if you send us the cover of the charging station with required pictures.

USB connection

What is a USB port for?

With an extra USB port, your charging station becomes the universal charging point. So your guest can also conveniently charge the phone or camera while the e-bike or e-car is being charged.

Can a USB connection be retrofitted?

Unfortunately that is not possible. A USB connection can only be booked during the initial order of the charging station.

Kaufabwickelung

Questions about ordering, payment, delivery, (return) shipping etc.

Order

How can I order?

You can order our products as follows:

  1. In our Online Shop All the charging stations (with or without extensions), charging cables and accessories must be ordered
  2. Via phone: +43 (0) 6463 64091 We are happy to help!
  3. By e-mail: Please send us your request verkauf@bike.energy.com

Ordering process: What are the steps?

1. In the online shop: Products (Charging stations previously possibly configure with special equipment and branding) in the shopping cart => Checkout => Select payment method => Finalize order. You will receive an order confirmation and pro-forma invoice by email. We get the order confirmation. We will send you an official invoice. the goods will be shipped upon receipt of payment.

2. By phone / email: You will receive an order confirmation and invoice. Upon receipt of the goods will be shipped.

Payment

What payment options are there?

Orders in the shop can only be paid by cash in advance and Paypal. Paypal also allows payments by credit card. Who has no Paypal account: no problem, the service can also be used without logging into the system.

Orders by e-mail and telephone will only be processed with cash in advance.

Delivery

What are the delivery times?

Charging cable: 2-3 working days and will be sent by mail.

Charging stations: up to 4 weeks. Depending on the equipment and possibly special packing of the charging station. You will receive notification from us when the order is ready for shipment. As charging stations are usually sent by freight carrier, delivery times are correspondingly longer.

An overview of the Shipping costs can be found here.

return

Return of a charging cable

If you have got the wrong charging cable, or if it is defective, you are welcome to send it back. A return label is included with the delivery.

Stranger Elektrotechnik GmbH / bike-energy
Ennspark 2
5541 Altenmarkt
Austria

Tel: + 43 (0) 6452 5253 - 0

Return of the charging station

In rare cases, damage to the charging station occurs during transport. In this case, the goods should be sent back to the above address on the Euro pallet supplied. Of course we take over the transport costs.

Nevertheless, we ask you to call us first or to write an e-mail.

your questions

If you have questions, please send us a message. As soon as they are answered, they will be published on this page.

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