Support Centre

Welcome to Your Electric Support Hub

Never let a technical hurdle slow you down. At Electro City Bikes, we provide reliable support for riders across the UK, helping ensure every ride stays smooth and dependable. Whether you are a daily commuter navigating London on an electric scooter or a DIY enthusiast working with electric bicycle kits, our dedicated team is here to support your journey with professional expertise and fast, practical solutions.

We are the UK's leading premium electric bike and scooter retailer, and your performance is our priority. From helping you choose the right electric bikes in the UK to maintaining and supporting BAFANG drive kits, we provide the expert guidance you need to ride with confidence.

Getting Started with Your New Ride

Starting right makes all the difference to performance and lifespan.

1. Check all components carefully when your order arrives and confirm everything listed is included.
   
   
2. Fully charge the battery before your first ride and review the supplied instructions before powering on.
   
   
3. If you purchased a conversion kit, our team is available to guide you through safe setup and correct configuration.
   
   
4. For first-time conversions, we explain how to choose an e-Bike kit based on terrain, riding style, and legal use within the UK.
   
   
5. Before riding a folding electric bike, fully charge your BAFANG e-Bike battery to help optimise range.
   
   
6. If you plan to convert your bike to electric, our technicians provide free instruction and practical guidance using the BAFANG installation guide and general wiring advice to help avoid common e-Bike conversion mistakes.
   
   

Professional Troubleshooting Help

Most issues can be resolved quickly with basic checks.

• Power Issues: Check that the battery is fully charged and properly seated. Ensure all connectors are secure before restarting the system.
• Display or System Errors: Restart the bike and confirm all display and motor cables are correctly aligned. Review any error codes shown on the display for guidance.
• Motor Performance Issues: Unusual noise, drag, or weak performance is often linked to wheel alignment, brake positioning, or resistance within the motor area.
• Hub and Mid Drive Systems: Both hub motor and mid drive setups may show similar symptoms. Correct diagnosis helps avoid unnecessary part replacements.
• Still Experiencing Issues: If problems continue after basic checks, contact our support team on WhatsApp with clear photos or videos for a fast, informed assessment from our technicians.

Warranty and Repairs

All products sold by Electro City Bikes are covered by a manufacturer backed warranty.

We operate as a recognised BAFANG repair centre in the UK, supporting a wide range of mid drive and hub motor systems, including high power BBSHD setups. Our workshop provides professional diagnostics, servicing, and display or battery pack replacements using genuine components.

For battery related concerns, we support multiple voltage options and formats, including downtube and rear rack designs. Customers also receive clear guidance on battery care, expected lifespan, and best practices for long term reliability.

Every electric bike and motor system we sell or service is backed by quality assurance. Trusted by London riders and customers nationwide, our technicians restore performance by rebuilding internals, correcting sensor issues, and ensuring motors run smoothly and reliably. 

Warranty Information→

If your product requires repair or replacement, please contact us with your order number, a brief description of the issue, and clear photos of the affected part so we can assess it quickly and accurately.

Shipping & Returns

We aim to keep delivery and returns straightforward and transparent.

Orders are dispatched with tracking details once processed. Return eligibility depends on the condition of the item and how it has been used.

We deliver a wide range of electric bikes and conversion kits, from lightweight folding models to full suspension setups, directly to your door. If any item arrives incomplete or with missing parts, please notify us as soon as possible.

For full details on delivery timelines, returns, and refund eligibility, please refer to our Shipping and Returns pages or contact our team for clarification before sending anything back.

Shipping Information→

Still Need Help?

If you cannot find the information you need, our team is ready to help.

We provide direct support for repairs, conversions, and product selection. Whether you are converting a bike to electric, replacing a display, or deciding between different conversion options, our technicians offer clear, practical guidance.

Our support hours are Monday to Friday, 9 AM to 6 PM. Contact us through our support page and we aim to respond within 24 hours.

For performance advice, maintenance support, or help choosing the right system, reach out to our team for expert assistance.