Help & FAQs

You can cancel your order as long as it has not yet been processed or dispatched from our warehouse. To request a cancellation, please contact our support team immediately at [support@richbit.com] with your order number.

Please note that once an order has been handed over to the logistics carrier, we are unable to stop the delivery. In these cases, you may need to follow our standard return process after the package arrives. For orders involving pre-orders or specific warehouse arrivals, cancellations are subject to the same dispatch status check.

We want to speak to you too! Contact us with any questions, concerns, or feedback. We will be sure to get back to you within 48 hours. However, please note that inquiries sent on Fridays will receive a reply the following Monday, but possibly sooner.

For ebikes, we currently ship to EU countries but not including UK, Norway and Switzerland. To enquire about shipping to a different destination, please contact us.

For spare parts, we can send to any regions that the carriers support, but normally it may take a longer delivery time.

For ebikes, standard shipping normally takes 3-7 days (Based on DDP sent from EU warehouse). More details check Shipping Policy.

For spare parts, standard shipping normally 15-20 days (Based on DDP sent from China by express).

Items must be returned within 30 days after receiving your order. Items must be returned in the same condition in which they were received, be unworn/unused, have any tags still attached, and include all the original packaging. More details check Return & Refund

Refunds are processed within 7 days from when we receive the item(s).

Something harmful to battery performance:
✘ Usually charging time over 12 hours
✘ Usually uses out all battery to automatic turn-off
✘ Always keep full charging 100%
✘ Use not orginal chargers to charge the battery
✘ During winter, charging battery in low ambient temperature less 5℃

Something helpful to battery performance:
✔ Always keep charging after riding as per suggested time 4-6 hours
✔ Always keep battery capacity 20%-80%
✔ Without using for over 2 months, do a full charge
✔ Without using for over 5 months, do a full charge and discharge cycle
✔ During winter, charging battery in high ambient temperature over 10℃

Warning:
Always do harmful things, battery cells will definitely dead easily!!!

Maximizing your e-bike's range depends on a combination of riding habits, environmental factors, and proper maintenance. Here are the key ways to get the most out of every charge:

• Use Pedal-Assist Mode: Avoid relying solely on the throttle. By using the pedal-assist (PAS) mode, the motor provides power based on your pedaling frequency, which is much more energy-efficient.
• Monitor Tire Pressure: Regularly check your tire pressure. Properly inflated tires reduce friction with the ground, making your ride smoother and extending your battery range.
• Plan Your Route: Terrain and wind play a large role. High altitudes or steep hills require more power, as does riding against a strong headwind. Whenever possible, choose flat, paved surfaces like cement roads to minimize resistance.
• Be Mindful of Load: The total weight (rider + cargo) affects performance. Heavier loads require more energy from the motor, which will decrease your overall range.
• Battery Care: Charge your battery promptly when it is low. Proper battery maintenance and keeping it in a healthy state significantly extend both its lifespan and your daily range.
• Regular Maintenance: Keep your bike in top condition. Routine maintenance helps you find and fix minor issues early, ensuring the mechanical parts aren't creating extra drag on the motor.
• Consider the Weather: Be aware that cold temperatures can weaken the battery's current output and temporarily reduce performance.

By following these tips, you can ensure your bike performs at its best, especially on long-distance models like the PIXAR M9 or APTUM AP-8F.

When an e-bike motor jerks three times and then cuts out (feeling like an active electronic brake or heavy resistance), it typically points to a protective shutdown triggered by the controller or a bad phase connection.

Here is what that behavior usually means in e-bike diagnostics:

1. Loose or Damaged Motor Phase Wires

• The Cause: Unsteady connection or loose pins inside the main motor cable connector (the 9-pin connector near the rear hub/mid-motor). The "3 jerks" occur as the controller attempts to send power through three AC phase wires (blue, green, yellow), but one phase loses contact.
• Verification: Unplug the main motor inline connector, inspect the pins for burnt marks or bent prongs, reconnect it tightly aligning the arrows, and check if power restores smoothly.

2. MOSFET Overcurrent or Short Circuit

• The Cause: If two phase wires shorted together or an internal MOSFET in the controller failed, the motor will stutter briefly before the controller cuts power to prevent fire or further damage. A shorted phase often causes the motor to feel hard to push manually (like an active electronic brake).
• Verification: Turn off the battery and try pushing the bike by hand. If there is heavy magnetic drag while turned off, disconnect the main motor cable. If the wheel spins freely once disconnected, the controller's MOSFETs are shorted and the controller needs replacement.

3. Faulty Brake Cut-Off Sensor (E-Brake Engagement)

• The Cause: The customer specifically noted "it was like it had ebrake." If a brake sensor trigger stick or wire gets stuck in the closed position, the controller will cut power to the motor instantly.
• Verification: Unplug both brake lever cut-off cables at the handlebars. Turn the bike back on and test the throttle or pedal assist. If it works, one of the brake sensors is misaligned or shorted.

4. Controller Protection Trigger (BMS/Hall Sensor Error)

• The Cause: The controller attempted to start, detected an immediate error (such as a bad Hall sensor signal or a sharp voltage drop from the BMS), pulse-tested 3 times, and triggered a safety shut-off.
• Verification: Check the display unit for any error codes (e.g., Error 07, Error 08, or Error 10 depending on the system).

【Step By Step To Trouble Shooting】

First, Inspect & Reseat Main Motor Cable
Locate the main motor cable connector near the motor or chainstay. Ensure the two alignment arrows are line-to-line and pushed together fully.

Second, Test Wheel Drag (Phase Short Test)
Turn the bike OFF. Lift the drive wheel and spin it by hand. If it resists heavily, unplug the motor connector. If the wheel spins freely after unplugging, the controller has a short circuit.

Third, Disconnect Brake Cut-Off Sensors
Disconnect the two brake sensor plugs near the handlebars. Turn the system ON to check if motor power returns.

Testing your e-bike battery voltage helps determine if it holds a proper charge or if it has dropped below its safe operational voltage threshold.

⚠️Critical Safety Warning⚠️

Never insert multimeter probes into current measurement ports (labeled "10A", "20A", or "mA") or select current modes ("A" or "mA") when testing voltage. Doing so creates a direct short circuit, which can destroy the multimeter, damage the battery, or cause severe electrical sparks and fire hazards.

1 Connect the Multimeter Probes

• Plug the Black probe into the COM (Common) port.
• Plug the Red probe into the VΩ (Voltage/Resistance) port.

Verification: Ensure neither probe is plugged into an current port (10A, 20A, or mA

2 Select the DC Voltage Setting

Turn the multimeter dial to DC Voltage (indicated by a V with a straight line or dashed line above it: V⎓).

For manual-ranging multimeters testing a standard 48V battery, set the dial to 200V DC (a range higher than the expected maximum voltage).

For auto-ranging multimeters, ensure DC mode is active on the screen.

3 Measure the Battery Terminals

Touch the metal tip of the Red probe to the Positive (+) battery output terminal.

Touch the metal tip of the Black probe to the Negative (-) battery output terminal.

Safety Note: Keep the metal tips of the probes apart. Never allow the red and black probe tips to touch each other while contacting the battery terminals.

4 Understanding Your Reading (48V Lithium-Ion Battery Example)

Fully Charged (~54.6V): The battery is at maximum capacity.

Nominal Level (~48V): The battery is at normal operating voltage.

Low Battery / Cutoff Threshold (~42V or lower): The battery is fully discharged. If the reading stays permanently below 40V–42V even after charging, the battery may be over-discharged or the internal BMS (Battery Management System) protection may have triggered.