FAQ

Is my smartphone compatible?

ELBY APP is just compatible with smartphones that supports mainly Bluetooth® 4.0. The recommended requirements for your Smartphone are these ones:

  • Minimum 512MB RAM
  • 80 MB free space in the ROM (without maps)
  • Recommended 1 GHz Processor or greater
  • Android 4.3 or upper
  • Bluetooth® BLE or 4.0
  • Apple iPhone 4S or greater ( iOS 7.1.2 / 8 or greater)
  • Recommended 3G connection but also can operate off-line (some features will be not available)

ELBY recommends that you keep your smartphone update to the last compatible version to be 100% compatible.

My user account doesn’t works

If your user account doesn’t work first be sure that you are using your correct user data after that it could be by different reasons, please check the following:

– ELBY User System: When you create a new user ELBY sends to you one email with a link to confirm your data. That is to check that your email address was correct one. So remember that you have to make click on the link received in your email to ACTIVATE YOUR USER ACCOUNT.

– If you have access to the ELBY APP previously you could made logout and forgot your user data, just make click in the login window in the FORGOT PASSWORD link in the login window to start the password recovery process.

– Facebook®: With iPhone version the APP will ask to you in special window for your Facebook® user and password and that is all. With Android you must install the Facebook® APP and made login on it in your smartphone, after that when you start ELBY APP it will make login automatically.

How can I recover my user password?

If you are using ELBY USER LOGIN, you can be able just to recover your user password. In the user login screen of the ELBY APP just press in the link “Forgot Password”. You will see a form named “LOST PASSWORD FORM”, introduce your email account and you will receive on it your last active password.

Do I need Internet to use ELBY APP?
Navigation and main process run in the smartphone. So it is not necessary Internet for the normal operation. There are 3 process or moments when you will need Internet connection:

– When you are making user Login. Next times if you keep using same user it will be not necessary Data Connection.
– When you are pairing with a new Bicycle. We check ID of the bicycle and the available APP licenses on it.
– When you download or upload any ride activity in the server.

2 Smartphones and 1 bicycle?

It is possible to use same bicycle with 2 different smartphones. For doing that just remember that the last paired smartphone will be the smartphone that the ELBY BIKE will try to find and pair. So if you have the ELBY APP installed in a secondary smartphone you will have to unpair the first Smartphone to pair the second one. For doing that install the APP in the secondary smartphone, start the Bluetooth® in the phone, go to your bicycle, switch on the Bicycle and press at the same time buttons: LIGHT + POWER MINUS. The ELBY BIKE will search for the nearest smartphone compatible with the APP to pair with it. If the user is the same one the activities will be uploaded to the same user account.

How can I pair my smartphone?

First install the ELBY APP in your smartphone. Open with DATA CONNECTION (Internet by WIFI, 3G or 4G. Start the Bluetooth® in your phone, go to your bicycle, switch on the Bicycle by the RC3 controller and press at the same time buttons: LIGHT + POWER MINUS. The ELBY BIKE will search for the nearest smartphone compatible with the APP to pair with it and you will see a message Pairing with Elby Bike. When the smartphone is paired with the ELBY BIKE you will see a GREEN ALERT in the top of the screen with the message “Bike Pairing – Pairing with the bike done”. From that moment when you switch off your ELBY BIKE in the APP you will see a RED ALERT with the message “Bike Pairing – Connection with the bike lost”. When the smartphone is not paired with the ELBY BIKE you will see a message in the screen with the info “Pairing with ELBY BIKE”.

I can’t pair my Smartphone

Problems in the user pairing can be generated by different problems, like Bluetooth® compatibility, not enough licenses in the APP, no Internet connection, etc.

– Check that your smartphone is Compatible (see FAQ)
– Check that you have your Bluetooth started in your smartphone
– Check that the ELBY APP is not paired with other smartphone (See FAQ How to pair a new phone).
– Check that you have enough APP licenses in your ELBY BIKE. Each ELBY BIKE can activate 3 APP installations, for more installations you will need to buy a new license.

I cannot access some menu options

There are some functions in the ELBY APP that only works when the ELBY BIKE is paired to your smartphone and other that only works when ELBY BIKE is not Paired. This is a resume:
– If the ELBY BIKE is NOT Paired you can access to all function but it will be not possible to access to the Monitor options (Navigation, Reach, etc.). Also will be not possible to start a Navigation Route.
– If the ELBY BIKE is paired you could be able to access to all information.

The APP says I have no more licenses

Your ELBY BIKE includes from factory 3 APP licenses that will leave to install the APP in 3 different Smartphones or with 3 different maps. So you will be able to install the 1 APP with 3 maps or 3 APPs with 1 map on each one. When you install the APP or install a new map ELBY APP says to you how many licenses available has your bicycle. If you want to get new maps or install the APP in a new phone and you have consumed your FREE licenses, you will have to buy a new one in the APPLE STORE. The APP will inform to you automatically of this process.

Remember if you uninstall the APP you will lost your APP License and the MAPs that you have installed in your smartphone. You will spend a new license in a new installation, so be sure to uninstall.

How can I get a new APP License?

When you consume the 3 FREE APP LICENSES that includes from factory your ELBY BIKE you will have to buy more licenses for DOWNLOAD or UPDATE the APP maps or to install the APP in new smartphones. For getting new maps you will have to follow the steps that the APP shows to you. This is a secure process that must be done by the iTunes Store and the APP will inform to you automatically of each step.

Remember if you uninstall the APP you will lost your APP License and the MAPs that you have installed in your smartphone. You will spend a new license in a new installation, so be sure to uninstall.

How can I download a Map?

Download a new license is a simple process that you can start from the section: DOWNLOAD MAPS. Please navigate by the continent and country selector to find the appropriate map that you want to download. Take in mind that there are two different prices depending of the size of maps. BIG maps are considered maps bingers of 125 MB and LITTLE maps lower. For getting new maps you will have to follow the steps that the APP shows to you. If you have FREE LICENSES in your ELBY BIKE (there are 3) you will be able to download automatically the MAP in not you will have to get from the ELBY APP by the iTunes Store and the APP will inform to you automatically of each step to be done.

Map downloading is slow

Map Downloading is a process that requires a lot of data, one map can goes from 30 MB from little ones to 1,2GB for the baggers ones. The map server supplier is a third company not controlled by the ELBY server, so the downloading time depends of the number or users downloading maps and your Internet speed connection. Please be patient with this process that can takes different time depending of the moment of the day.

How can I know if there is a new Map update?

Entry in the MAP that you have previously downloaded in your ELBY APP. If there is one UPDATE for the MAP and you have downloaded previously you will see a new button with the command: UPDATE. When you press in the button you will be able to start the updating process. Take in mind that the UPDATE PROCESS is exactly the same process than a new update and you will have to pay for it if you don’t have ELBY FREE LICENSES.

Elby APP doesn’t wake up automatically

iOS have some restrictions in relation with automatically wake up of APPs, so it is not possible that the APP appears automatically when you are close to your ELBY BIKE. Anyway we have created a simple process to advise to you of that. First be sure that your ELBY BIKE APP is started, you can have your APP running in background or your smartphone with the screen switch off. When you switch on your ebike you will receive a notification in your smartphone with the message “ELBY – Pairing with the bike done – Open the application to record the ride”. Now you just to move your finger by the message to move the APP to the first running position. If you switch off the ebike you will receive a similar message to remember saving your activity.

My screen changes between landscape and Portrait

From factory ELBY APP runs in portrait and landscape. We detect automatically the position of the smartphone and we change the orientation of the information. The APP can operates in 3 different ways for the orientation: Automatic, Portrait and Landscape. In automatic mode the APP will change depending of the smartphone orientation and in Landscape and Portrait mode you will be able to select. To adjust that go to SETTINGS Menu and select you appropriate mode in BEHAVIOUR option.

The Reach Barr doesn’t appear

When you access to the REACH MAP you will be able to see 2 important information: REACH MAP and REACH BARR. The Reach MAP is the area that you will be able to reach with the battery that you have in your e-bike. This calculation is made taking in mind your Average speed, Consume and Battery Capacity. If you don’t see the BLUE LINE that define the REACH AREA, please make zoom out with your fingers to separate. Normally with full battery the Radius of the MAP can be very big (100 km).

If the REACH BARR doesn’t appears is because the APP cannot calculate by any problem the data, normally you have to ride a little bit to update the data.

The torque bar is not accurate enough

The Torque barr is displayed in the screen under the speed taking in mind the torque that the motor have to do. The axe sensor send this information to the APP and we can represent the percent in the TORQUE BARR under the speed. There is parameter in the SETTINGS menu that leaves to us to modify this value. Please enter in SETTINGS and later in BEHAVIOUR > Configure alerts. There is an Alert Named: Enable Maximum motor Torque. Change the value of sensibility from 1 to 12. This function doesn’t modify anything in the torque sensibility, it modify just the sensibility of the representation in the ELBY APP.

Up & Downhill data is not accurate?

The GPS system used by most of the commercial Smartphones is not accurate. So it is possible that the position that the GPS sensor of the Smartphone sends to the APP will be moved around 50 meters of the real one in the worst of situations. This problem is very similar for the altitude and the solution while you are riding is not good. To solve this there are 2 different ways (check the altitude with any liable source by Internet) or checking this information when you finish the activity. During the riding them you will see that the uphill and downhill and even the slope could be nor real, it is approximate reading. To solve this we have created and special algorithm that use the NASA data to correct the data that we archive during the riding. If you SAVE your activity data when we upload the data to a server, we check and validate your logged data with the NASA database and correct the information. So the resume of your activity will be with real data. So take in mind that this process can takes some time and we will inform to you that the data is corrected by one special icon.

How can I share my Activities

It is possible to share your activities with other people. For doing that you just to access to ACTIVITIES menu and select one activity. In the top bar of the activity you will see one special icon with an arrow to share your activity. Select the Channel that you want to use to share (Facebook®, Twitter®,  WhatsApp, Email…) and click in the desired option.

I do not see any activity in the System

If you have never seen any activity you will not see any one, but if you have done activities and you change of smartphone don’t worry. The activities are archived in the cloud in our ELBY SERVER. So you just to install the ELBY APP and when you access to the Activities level you will see yours automatically. Anyway the activity data can be in your smartphone or in the cloud or in both sides at the same time. If appears one smartphone icon in the activity name means that the activity is in both side, but if appears just a cloud is only in the server. When you access to the activity we download it. Try to access to other activities by the Search Activities option to download other ones.

Start activity button makes nothing

If the Start activity button of the Main menu makes nothing means that you cannot be able to save the activity because you are not receiving any data from the ELBY BIKE. Check your Bluetooth connection. If you are paired with the ELBY BYKE normally you will be able to see the options PAUSE and STOP. If you want to stat to record again, just STOP, Discard the data and press Start activity again.