FAQ

If you have questions about your bike, gear or with delivery and stock availability, you’ve come to the right place.

Payment & Shipping

Where can I buy a HEPHA e-bike?

You can choose whether you want to buy via our retail network, through our online shop or the HEPHA Amazon Shop.

Here you can find the dealer search.

Click here to enter the shop:

HEPHA Amazon Shop (DE) (FR)

What payment methods does HEPHA accept?

All payment-related information can be found on our Payment page.

https://hepha.com/pages/payment-shipping

How can I cancel my order?

To cancel your order, please contact our customer service. You can easily do this using the contact form on our website.

Then we need some information from you, such as the order number, your name and e-mail address, and please state the reason for the cancellation request.

Contact form

How much assembly is required when my e-bike arrives?

Your e-bike ships 99% pre-assembled, and will be ready to ride after a few simple steps. You only have to assemble the pedals and display, and adjust the handlebar.

How long will delivery take?

When the model of your choice is in stock, our processing time is 2-3 working days. The delivery time for Germany is 2-4 working days, for Austria and France it is 3-6 working days.

If the model you choose is not in stock, you can choose to pay a deposit of 100 euros in advance. Once you have selected your model, you can see the estimated delivery time.

Please note that there are no deliveries on Sundays and public holidays. Orders that reach us on Friday afternoons will not be processed until Monday.

I ordered my e-bike a while ago. The current delivery date on the website does not match my order confirmation. Does the new delivery date also apply to me?

The estimated delivery dates on our website apply to the time that you opened the page.The estimated bike delivery dates on our website are valid at the time of your current visit to our website. They are therefore relevant for new orders that have not yet been placed. If you have already ordered your bike in advance, the information on the delivery date on your order confirmation applies. If the delivery date of the bike you have ordered changes, we will inform you by email and you will receive an adapted order confirmation.

What are the costs for e-bike shipping and packaging?

Free shipping within Germany, Austria and France.

Which countries does HEPHA ship to?

We currently only deliver within Germany, Austria and France.

What special considerations do I have to take into account when shipping my e-bike?

Once your order has shipped, we will send you a confirmation email. This does not contain a tracking number – our logistics partner will reach out to you by phone or e-mail to arrange a delivery date.

Before sending your e-bike to us for returns or servicing, please always contact us first.

Checking for delivery damages

If your e-bike has been damaged during delivery, please take photos of the damages and notify us immediately after the arrival of the shipment (within one week) with a description, photos, or videos.

If you receive a damaged box or a box transported sideways, we suggest you refuse to accept the delivery overall. If you already opened the box, send us a description and photos or videos of the state of the box and e-bike.

Mid-motor

How fast does a HEPHA mid motor equipped e-bike go?

All e-bikes in the EU provide support up to 25 km/h, a speed limit imposed by EU law. As long as the e-bike’s support adheres to this limit, it is considered a normal bike.

Does my e-bike require license or registration?

HEPHA e-bikes require no driver’s license or registration.

Is the HEPHA e-Bike system waterproof?

Yes, the HEPHA e-bike system is waterproof for use under normal riding conditions, including heavy rain. Please do not use a high pressure washer to clean your bike.

Can I tune my HEPHA mid-motor to increase the power-assist speed limit?

Due to strict regulations governing e-bikes, it is neither allowed nor recommended to alter the speed of your HEPHA e-bike. The regulations are set in place to avoid dangerous situations.

Does the motor stop generating assist power at 25 km/h (20mph)?

It will gradually decline the assistance when the speed is over 25km/h.

Battery & Charging

Can I remove the battery for charging?

Yes, with the key you can easily remove it and charge it in the apartment.

What happens if the battery runs out?

If the battery is empty and it no longer supports the motor, you can simply continue riding like a normal bike.

Can I lock the battery?

Yes. There is a keylock included which you can use to lock and unlock the battery on the bike.

Long-term battery storage?

Store in a cool, indoor location with stable temperature between approximately 10 to 20°C.

No direct exposure to sunlight or rain.

Charge battery to around 70% before storing.

Every six months, charge battery back up to around 70% .

Before using battery again, charge it completely.


How fast will battery capacity decrease?

As with every modern battery, capacity will decrease due to charging. Hepha guarantees a remaining battery capacity of 60% after 1000 charge cycles.

My battery is empty. Do I need to charge it right away?

You need to charge it back up to 70% if you plan to directly store your bike for six months or more. Otherwise, if you plan to use your bike in the very near future, simply charge the battery before your next ride.

Will the display still work if the battery is empty?

Yes. When riding with an empty battery, the ride-assist will stop but there will always be some extra ‘bring me home’ energy to run the display as well as bike lights.

Does pedaling recharge the battery?

No. Pedaling the bike does not recharge the battery.

How long does it take to charge the Trekking 7 battery?

For a 708Wh battery, using a 6A charger, it will take 2.6 hours to charge your battery up to 80%. For a complete charge, it takes 4 hours.

App

For which e-bike is the app suitable?

The HEPHA app is suitable for all of our e-bikes (except the Trekking 3 & 5). If you wish, you can view all the technical data of the e-bike here:

https://hepha.com/pages/trekking-7-overview

You can download the free HEPHA App from the Google Play Store or App Store.

https://play.google.com/store/apps/details?id=com.hepha

https://apps.apple.com/app/hepha/id1622732474

Password: Use at least 8 characters, including uppercase and lowercase letters, and numbers. After you have entered your password, you will receive a confirmation email. You should click on the link in the email.

How do I install the HEPHA app?

You can find the HEPHA app for Apple smartphones in the Apple App Store or for Android devices in the Google Play Store. Tip: enter "Hepha" in the search and you will find a QR code directly to the respective app version on the display for e-bike models from model year 2024 onwards. You can find this under "Settings > App Connect".

Is the HEPHA app mandatory for operating a HEPHA e-bike?

No, the HEPHA app is not mandatory. However, we recommend using it, as it offers many practical functions, such as updating the firmware or adjusting the drive to your needs.

How do I connect the HEPHA app to the e-bike?

To connect the bike to the app, you only need to scan the QR code of the bike with the HEPHA app. this function is displayed directly after setting up the app. If you want to add a new bike to an already connected bike, tap on the small bike symbol in the bottom menu bar. There you will find the small "Add new" button at the top right. Simply follow the app's instructions.

Where can I find the QR code for connecting the e-bike to the app?

For models with a removable display, you will find this QR code as a sticker on the back of the operating instructions. For e-bike models from model year 2024 onwards, you will find this QR code directly in the display under "Settings > App Connect".

I no longer have the QR code for connecting the e-bike to the app. What can I do?

If you have lost the code for your HEPHA e-bike, please contact us. After identification by one of our employees, we will be happy to send you a new QR code. You can either print this out or scan it directly from the screen. For models from 2024 onwards, you will find this QR code directly in the display under "Settings > App Connect".

I can't connect to the e-bike because someone else is already connected.

You can create as many bikes as you like in your account or in the app. However, only one e-bike can be connected to an account at a time. Therefore, the user who has already connected to the bike must delete this connection. If you have no influence on this (because you bought the e-bike second-hand, or the dealer has connected and forgotten to delete the connection), please contact us by email at service@hepha.com. Please state the frame number of the e-bike and attach proof of ownership (proof of purchase, etc.) so that we can verify legal ownership.

The app does not connect to the e-bike. What can I do?

The app does not connect to the e-bike. What can I do?

You have installed the HEPHA app on your smartphone and have already paired it with the bike using the QR code. However, the drive settings can be adjusted, the symbols such as the small battery icon remain gray and the tours are not recorded. The e-bike is then paired, but it cannot establish a connection to the e-bike.

Please carry out the following steps to resolve the connection problem:

  • Is the e-bike switched on and in the direct vicinity of the smartphone with the app?
  • Is the Bluetooth connection on your smartphone activated?
  • Is the display correctly engaged on the versions with a removable display (recognizable by the fact that you can change support levels on the left remote control, for example)?
  • Has the e-bike been linked to the app (e.g. compare the frame number in the app with the one on the bike)?
  • In the event that two e-bikes are registered in one app, please check whether the correct e-bike is selected in the app. You can switch e-bikes by simply swiping to the left.
  • Check in the display settings on your HEPHA e-bike whether the "Connection" or "Bluetooth" option is activated.

Check the access settings:
There is usually a simple reason for connection problems: the access permissions for the HEPHA app are missing. To explain: Every app must obtain "permission" to use certain things. In the case of the HEPHA app, it must be allowed to use the Bluetooth connection in order to be able to establish a connection to the e-bike at all. It also needs location approval.

This ensures that these releases have been set correctly:

1. Open the settings of the smartphone you want to connect

2. Type "HEPHA" in the search bar at the top of the settings and tap the HEPHA app icon in the list that appears. Alternatively, you can simply scroll down until you find the HEPHA app icon and tap it.

3. In the app settings that open, make sure that the option "Always" or "When using the app" has been selected for the menu item

  • "Always" or "When using the app" has been selected for the menu item Location and
  • Bluetooth is also activated.

Important: the app will only connect to the e-bike if both settings are set in this way.

4. After a short wait, you should receive a message asking whether you want to pair "HEPHA P100" or "HEPHA P101C", then please confirm.

If this message does not appear automatically, please scroll all the way down in the Bluetooth settings of your smartphone (1) and tap on "HEPHA P100" or "HEPHA P101C" (2) under "Other devices" (Apple) or "Available devices" (Android), then tap on pair as described above (3).

To check whether the connection was successful:

  • In the Bluetooth menu of your smartphone, check whether you can find "HEPHA P100" or "HEPHA P101C" in the list of connected devices and that it is also displayed as "connected" after a certain amount of time. A small blue chain symbol should also appear on the display of the e-bike.
  • Open the HEPHA app. After a short wait, the battery symbol on the bike to be connected should be displayed in green and you should be able to change the motor settings, for example.

If this is still not the case, please repeat the settings as described above. There are always cases where the settings are reset again!

Alternatively, it may be due to a double connection:
If you or someone else has already connected the e-bike to an app (e.g. the dealer to make settings) and this smartphone is in the vicinity of the e-bike, a new connection with your smartphone will not work. Not even if the first connected app has deleted the e-bike from the app. The e-bike will keep trying to connect to the first app and will not accept the new connection.

To solve this, please follow these steps:

  • Switch off Bluetooth on the smartphone on which the HEPHA app was first paired with the e-bike. Alternatively, you can permanently delete the Bluetooth connection of the first connected app by deleting the connection "HEPHA P100" or "HEPHA P101C" in the Bluetooth menu of the first connected smartphone by tapping on "Ignore device" (Apple) or "Forget device" (Android) in the submenu of the connection.
  • Both will ensure that the e-bike can no longer connect to the first smartphone and the new connection will no longer be disrupted.
  • As soon as the new app is connected to the e-bike, the connection should now work successfully.
Language in the App
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How do I update the firmware and what is it anyway?

Firmware is a type of software that gives machine commands to the hardware components of a device so that it can function at a basic level, making it very important for the smooth operation of the components. We are constantly working to improve it (similar to smartphone manufacturers). To keep your system up to date, you can carry out updates yourself:

To do this, open the Hepha app and if not already done, connect it to the bike. Please make sure that the e-bike has a Bluetooth connection with your smartphone.

1) In the app, tap on "Settings" (small gear icon at the bottom of the navigation bar) and scroll down. There you will find a list of the respective components.

2) If you find a small red dot to the right of the component name, then an update is available for this component.

3) To update the firmware, simply tap on the dot and follow the instructions.

4) Please ensure that the connected smartphone is close to the e-bike during the download and installation phase, that it has sufficient battery life and that the smartphone has stable internet access.

5) If there is no red dot next to the component, then this component is up-to-date. You do not need to do anything else.

What is the "phone key"?

This function allows you to turn your smartphone into a "key" for your e-bike. When this function is activated, your drive will only provide assistance if your smartphone is connected via Bluetooth. If this connection is lost because you have walked away from the e-bike, the drive system will not provide support. To be able to ride anyway, you must enter a code you have defined on the display.

How can I switch between the different e-bikes in my app?

If you have added more than one e-bike in your app, you can switch between them by tapping on the small gray area in the e-bike overview (you can find it by tapping on the small bike symbol at the bottom right) and swiping to the right or left.

What is "driving resistance detection"?

The HEPHA motor can recognize surfaces. If, for example, you are riding through deep mud and the rolling resistance increases sharply as a result, the motor recognizes this and will compensate for the increased resistance by adding extra power. You can define how high this should be with the setting. If you move the control to "High", the effect will be particularly pronounced, whereas at "Low" it will be very slight.

What is the "Assist level" setting?

Here you can set the assist ratio, i.e. how much the motor increases your power. A high value means that the motor adds a lot of power, a "low" setting means that it adds less power.

What is the "Start reaction" setting?

You can use this setting to adjust the starting dynamics of your drive, i.e. how directly and with how much force it reacts to your pedaling force. The further you move the controller to the right towards "high", the more dynamically and directly the motor will react. If you set it towards "low", the motor will start up more calmly and quietly. To save the settings, please tap on "Save". The new settings are automatically transferred to the e-bike.

Can the new buyer see my data?

The driving data displayed in the app is only linked to your account / app. A new user has no access to your data. The only exceptions are any ride data stored in the display but not yet transferred to the APP. When a new user connects to the e-bike, this ride data is transferred to their app. However, this is anonymous data and not personal information.

Is my data secure?

Yes, all data is stored securely in accordance with the General Data Protection Regulation.

When connecting a new bike, the display stops at 20% and the app says that the connection has failed.

This may be because you may have scanned a code that does not match the e-bike. If the connection between the app and the e-bike still cannot be established despite repeated attempts, please contact us directly. Please have the following information to hand:

  • The frame number of your e-bike
  • The QR code for connecting the e-bike to the smartphone (for models with a removable display, this can be found at the back of the manual for models with non-removable displays in Settings > App Connect).
  • Ideally, please take a photo of both.
  • As well as the email address of your HEPHA account
The location is inaccurate and remains static even though the e-bike has been moved:

This is because the location was determined by the smartphone and not by the e-bike itself. The app saves the location by "remembering" the last place where it had a Bluetooth connection to the e-bike. The location may therefore be inaccurate and will remain so until the e-bike reconnects to the app.

I am selling my e-bike. What do I have to do in the app?

If you are selling your e-bike, please follow the steps below:

  • Open the HEPHA app
  • Tap on the small bike icon in the lower menu bar
  • Select the bike you want to delete
  • Tap on "Delete" and confirm the deletion

Now the e-bike is no longer connected to your account, the new owner can now connect it to their HEPHA account. Apart from the total kilometers, he will not see any of your personal data or tour records!

My tours are either partially recorded in the app or not recorded at all.

If this is the case, it is due to the connection between the app and the e-bike. To explain: the e-bike sends the ride data to the app via the Bluetooth connection. Only if the app is connected to the e-bike during the ride and has enough time to synchronize (especially at the end of the tour) will the transfer of data from the e-bike to the app work properly. As the transmission speed of the system is limited, the synchronization always takes place with a time delay.

  • Update the app and check whether an update is available for your display (see the firmware updates section here). This is important as we have released an update specifically to improve the transmission speed.
  • Make sure that you have your cell phone with active app with you on the tour you want to record
  • Check that the app has an active connection to the e-bike
  • At the end of the tour, give the app approx. 2 minutes to transfer the data properly before switching off the e-bike system or walking away from the bike.

Other components

Can I change the front and tail light of a Hepha e-bike?

Yes, but please change to same spec light.

Can the taillight and headlight be connected to the power supply?

Yes, the headlight and the taillight can be connected to the drive unit.

What does "walk assist" mean on Hepha e-bikes?

Walk mode is available. For example, if you push your e-bike in a mountainous area or through a shopping mall, and the e-bike becomes too heavy for you, you can turn on walk assist. One push of a button and your e-bike will drive slowly by your side. This will make it easier for you to push.

Has Hepha e-bike a derailleur or a hub gear?

SHIMANO 10-speed derailleur.

Can I change the gear combinations?

No, you can't. Only OEM manufacturers or HEPHA can change the gear combination.

Can I replace the chain ring or cassette sprocket with same gear combinations?

Yes, you can.

Is the locking function of the suspension fork available?

Yes.

Is the handlebar adjustable?

Yes, the handlebar height can be adjusted. The angle can also be adjusted.

How much is the maximum load of an electric bicycle?

The maximum load of electric bicycle is 130kg (driver + luggage).

Are the wheel hubs quick releases or thru axles?

Two wheel hubs are quick releases.

Return & warranty

How does returning e-bikes work?

The registration of an e-bike return is particularly important, since the shipment must always be registered as a dangerous good. Please return all products specified for return. The return shipment is made via Cargoboard or Simplelogistik. Once you have registered your return, a Cargoboard or Simplelogistik representative will contact you by phone or email to arrange a date for collection. Please note that an exact time cannot be arranged. Usually, the pickup can be limited to the morning or afternoon.

What do I have to send back?

The return must include all accessories. All extras and original components included, including the charger and tools, must be returned in their original condition.

The bike must be returned in its original packaging. We expressly recommend that you keep the original packaging within the return period of 14 days in order to guarantee a problem-free return.

Do I have to pack my e-bike specially?

E-bikes with batteries are a class 9 hazardous material, so you need special packaging. Of course, you can return the e-bike in the original shipping carton, as this complies with the regulations. Please make sure that the battery is installed in the e-bike for shipping.

Can I return a defective e-bike battery?

Please note that seriously damaged e-bike batteries must not be returned under any circumstances.

How can I dispose of my e-bike battery?

We would like to ask you to take a photo of the battery with the serial number. This is located on the bottom. You can usually hand in your defective battery at local recycling centers. You can find more information about disposal points on the website http://www.grs-batterien.de/. Often, local hardware stores and e-bike dealers also offer the opportunity to receive the batteries and dispose of them properly.

What costs do I have to pay in the event of a warranty claim?

When making a warranty claim you don’t have to pay any costs – neither for shipping, nor labour, nor parts.

What kind of warranty and guarantee do I have on my Hepha e-bike?

You can find more information on the Warranty & Guarantee page.

https://hepha.com/pages/warranty

Repair & inspection

Where can I take my Hepha for service or inspection?

HEPHA only offers online purchases and no offline stores offer inspection services.

But you don't need to worry at all, your e-bike can still enjoy the corresponding guarantee and warranty.

If you have any issues with your bike, please contact us to describe your problem in detail. We will resend the related accessories and try to give you a satisfactory answer. You can go to your local bicycle shop to fix your e-bike and we will refund you if any repair fees occur.

Important maintenance tips for new owners

Keep your bike clean

One of the most important things is keeping your bike clean. Preventing dirt settling will help the moving parts run smoothly and noise-free.

Regular maintenance does not take much time:

If you ride through the mud, you can let your bike dry and then brush off the dirt with a big, soft bristle brush.

Give your bike a nice cleaning every once in a while with water and soap — the power panel and motor housing are waterproof.

The power panel can be cleaned with some contact spray and an old toothbrush. Do not use anything metallic near the charging port!

Do not use pressure washers as they will remove the “good” grease on the bike.

Clean your chain before oiling it.

General maintenance interval

Just cleaning the bike regularly contributes a lot to a long life of your e-bike, and you can do a few things yourself without much technical knowledge. Here we have put together a few tips to help you enjoy your e-bike for a long time.

The first important check-up should be done in a bicycle repair shop after 500 kilometres. We then recommend having your Hepha e-bike checked thoroughly in a bicycle workshop every 3,000 kilometres or at a minimum once a year. Any bicycle repair shop can carry out such an inspection.

How to take care of your chain

Check if the chain has lengthened over time - this can be done with specific tools, or at any local bike shop.

Make sure that your chain is always sufficiently oiled. This not only protects the chain from premature wear, but also protects the entire drive system.

If the chain feels dry, clean it with a dry cloth first and then oil it with chain oil. To do this, turn the pedals backwards so that the chain oil is evenly distributed.

The belt drive does not need chain oil, but should be cleaned regularly with an old toothbrush, clean water and soap.

Avoid contact between lubricant and disc brake, brake pads and rims.

Who can ride Hepha E-bike Trekking 7?

Our E-bike Trekking 7 is designed for adults. Each Trekking 7 can be used as a men's E-bike or as a women's E-bike.

Subsidies

The Subsidies in Germany

Taking Advantage Of Tax Benefits: E-bikes
Check out if your dealer participates in the long term lease programs:
JobRad

Local Level
Make sure you check the website or your city hall or regional office to see if there are any updates as new programs appear and current grant amounts may change.

Tübingen
e-bike owners get a bonus if they switch to the green electricity tariffs of the municipal utility or replace a powered two-wheeler with an e-bike. Grant of €100 – if you are a green electricity customer of Stadtwerke Tübingen and a holder of the
free swt advantage card

Regensburg
Businesses, freelance professionals and non-profit organizations: Refund of 25% of the acquisition price (max. €600).

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