Quick troubleshooting for connection issues, checklists for iOS/Android, and solutions for Wallet sync. Work through the steps in order.

Quick help in 60 seconds

1) Power & Bluetooth

Switch on the e-bike, display active.
Turn on Bluetooth & location on the phone.
Battery > 30 % (more for updates).

2) Proximity & interference

Stand close to the bike (<1 m).
Temporarily disconnect other BT devices.

3) Restart app/phone

Fully close VELOMATE & reopen.
Restart the phone if needed.

4) Permissions

Allow Bluetooth/location/notifications.
Disable battery saver for the app.

Common problems & solutions

Problem

Solution

Note

App can’t find the bike

Switch on the e-bike → in VELOMATE “Pair device” → in BT settings do not pair manually. If listed: “Forget device”. Restart the app.

Stay close to the bike

Connection drops

Turn off battery saver/optimisation for VELOMATE (iOS “Background App Refresh”, Android “Ignore battery optimisation”). Disconnect sources of interference (smartwatch/car).

Allow background operation

Firmware update doesn’t start/complete

Battery > 50 % → keep the phone unlocked & nearby → avoid screen lock/calls → stable Wi-Fi/BT. Restart app & bike, then try again.

Allow time

VELOWALLET doesn’t sync

Check network → reopen the app → log out/in if needed → enable storage permission for photos/documents → sync again later.

Large files take longer

Re-pair (device change)

In VELOMATE “Remove device” → phone Bluetooth: “forget” the bike → e-bike off/on → re-pair in the app.

Keep your credentials safe

Next steps

Test after each step – if the problem persists, our dealer network can help with diagnostics & updates.

Find dealer/service Onboarding video

Connectivity: VELOMATE & VELOWALLET Troubleshooting

Any questions left?