FAQs

How can we help?

General FAQ´S

A malfunction will appear as an error or warning on the Head Unit. Open MAHLE’s My Smartbike App to check the code number that identifies the malfunction and share it with an authorized Dealer or Customer Service rep.

The Head Unit LED bar will light up in the color of the engaged assist level and show the actual state of your battery charge. When the battery charge goes below 10%, the Head Unit LED bar starts flashing to warn you. When the charge goes below 5%, the flashing goes faster to warn about an eventual ordered shutdown of the system at any moment.

A malfunction will appear as an error or warning on the Head Unit. Open MAHLE’s My Smartbike App to check the code number that identifies the malfunction and share it with an authorized Dealer or Customer Service rep.

NO. The Range Extender is a device that establishes a digital communication with the batteries. If you do use equipment that is NOT a MAHLE original, you run the risk of destroying components and voiding the warranty terms.

Tampering will cause a direct security and safety issue that will affect the normal operation mode, leading to a high risk of suffering personal injuries and voiding the normal warranty terms. Only use MAHLE original components to prevent this from happening.

FAQ´S X20

The X20 System supports an ANT+ LEV profile; therefore using the PULSARONE as a display grants full compatibility with your X20.

Commercial Answer. Technically it can be done; but wiring routing on some OEM integrations might be tricky from the end user standpoint.

Check with your dealer. Changing batteries will change your eBike’s specifications. The iX250 and the iX350 have different sizes but share the same fitting points. Any battery replacing also requires the activation of the new battery by the dealer.

Range depends on your weight and cargo carried, terrain elevation, wheel size, assist used, motor setup defined, speed and type of battery installed. As a reference, we can use this table:

FAQ´S X35

1) Turn ON your Mahle Smartbike and keep it close to you.

2) Open the My SmartBike APP.

3) Ensure that all permissions are enabled, such as GPS/Location or Bluetooth

4) On the Main Menu select “Link my SmartBike”

If you are still having problems, please check that your settings are working properly. You may try the following:

Turn the phone off/on.
Make sure that you have all permissions enabled (GPS or Location, Bluetooth, MAHLE SmartBike APP)
Turn GPS off/on. Ensure that you allowed the APP to use your location. Settings > Apps >MAHLE SmartBike APP > Permissions > Toggle Location ON.
Disable any battery saver settings including Power Saving Mode, Battery Management, Optimization or any third-party apps.
If you are still unable to connect the bike, please contact MAHLE’s Customer Service

At the following link, you can check the compatible components:

https://www.thisisant.com/directory/x35/

Please check that your settings are working properly. Make sure that you have all permissions enabled (GPS or Location, Bluetooth,  MAHLE SmartBike APP) .We suggest checking  your internet connection.

I​f you want to connect the app to a compatible heart rate monito​r, you must bear in mind that the Sensor must have a Bluetooth 4.0 protocol or higher or dual BLE/ANT+. We are not compatible with ANT + bands.

If your Sensor is compatible, please turn it ON and you will see “Link heart rate monitor” on the main screen.

You must complete your profile information regarding your weight, age and gender for the calculation of calories. If you haven’t done this yet, the heart rate monitor cannot be connected.

It is important that you also accept the necessary permissions to share your health information with the APP. You have to accept the T&C so that the data can be processed and the calories can be seen.

No, the bike is an autonomous system, and you can use the electric propulsion system without connecting to the app. However, if you connect to the app, we can provide certain extra functionalities such as: Configure engine maps, or increase the level of assistance when we connect to a heart rate band.

The APP can be used to save your routes