For mechanical issues with general bike parts–including wheels/tires, brakes, cables, shifter, chain, cranks/pedals and seat–Flash uses standard bike components and is as easy to service as any other bike.
Issues with Flash’s electrical components–including the battery, motor, touchscreen, lights and handlebar controls–can be a little trickier to service, as these components are unique to Flash and may require a certified Flash service partner.
No matter what issue you are experiencing, we are here to help and will do our best to get you back out on the road as quickly as possible.
Our Service Process:
- Submit a Request
If you have any issue whatsoever with your Flash, the first step is to contact Customer Service by submitting a request for assistance. Describe the issue you’re having, include any relevant photos or screenshots, and be sure to include your full name and Bike ID so we can respond.
Once you have contacted Customer Service, we'll start by troubleshooting the issue with you directly. Depending on your issue, we may be able to resolve it with some explicit instructions or video tutorials.
- Local Service
If the issue cannot be resolved by simple troubleshooting, we'll arrange for service in your area. Depending on availability, repairs will most likely be performed by either our mobile service partner or through a local bike shop. If you have a preferred shop that you like to use, we'd be happy to contact them first. Please note that you may be responsible for service fees not covered under warranty. For more information on warranty coverage, please read this article.
- Return for Repair
If our mobile service partner or the local bike shop is unable to successfully repair your Flash, then we'll arrange for service at our facility in Fremont, California. After the necessary repair or replacement is performed, we’ll ship your Flash back to your local bike shop or directly to you, depending on your preference. Again, please note that issues not covered under our warranty may incur a service fee.
Detaching the Motor Cable
Should you choose to work on your Flash yourself, please keep in mind one important note when removing and/or reattaching the rear wheel. In order to remove the rear wheel, you or your bike tech will need to detach the motor cable (this step will be obvious to any bike tech who has worked on electric bikes).
Before detaching the motor cable, use the touchscreen to turn off the bike.
Before reattaching the motor cable, confirm that the bike is off, attach the motor cable, and then turn on the bike using the touchscreen.
Attaching the motor cable while the bike is powered on may result in the motor not functioning. If this occurs, turn off the bike, detach and reattach the motor cable, and power on the bike again.
For any questions related to warranty coverage, please see this related article.