Amflow Customer Support team is here！Amflow Support questions only please

[y0sh1mura]

We apologize for the lack of clarity in our user manual. Under normal circumstances, inverting the pedals should not cause the chainring to rotate in the opposite direction. As long as you ensure the electric assist is turned off, you can rotate the chainring backward to lubricate the chain.

That's great!!! I was very afraid to do it as usual with other bikes and brake my amflow!

 

[Amflow_Support]

hi. The bike was purchased direct from you guys. What would the plan of action be? I’m awaiting his info so I can pass it on to you.

thank you for the info.
Since the dropper post is provided by KS as a third-party component, it is covered under KS’s own warranty policy. For assistance with warranty and service in the UK, we kindly recommend reaching out to KS’s authorized service partner:

11 MOTORS GMBH
Contact: Constantin Hoffmann
Phone: +49 170 213 6082
Email: [email protected]

Their team will be able to assist you with the warranty process and provide the necessary support.

 

[brc1989]

Hi @Amflow_Support. I have installed the latest update but cannot seem to get the micro tune feature to work properly (I have assigned the controls already). Is there any steps I can follow to get this working please?

 

[Amflow_Support]

Hi @Amflow_Support. I have installed the latest update but cannot seem to get the micro tune feature to work properly (I have assigned the controls already). Is there any steps I can follow to get this working please?

Hi there, may I confirm if you refer to this function?

 

[brc1989]

Hi there, may I confirm if you refer to this function? View attachment 162002

Hi, yes this is indeed the function I am referring to.

 

[Amflow_Support]

Hi, yes this is indeed the function I am referring to.

Thank you for your confirmation.

Regarding this function, currently, adjusting the assistance level directly through the controllers may not display the changes on the display, but you should be able to feel the difference during actual riding. We will continue to optimize this feature in future updates—thank you for your valuable feedback.

If you would like to check the specific adjustments, please refer to the Custom Assist Modes in the display or in the app.

 

[prrave]

Hi @Amflow_Support I'm a big fan of the microadjust tune on the Specialized Levo. Perhaps instead of the Real Adjust Tune, it would be better to go this way. This setting could be activated by pressing a button or as a 5th mode. (ECO, Auto, Trail, Turbo and Microadjust) In any case, the mode and the fine adjustment must be visible on the display.

 

[user7766]

The current settings are better than Specialized's. For example, in ECO mode we only increase the assist and leave the torque and engine power. The only thing is that in a future update we can add information on the basic display. Now it is also visible but on the ride mode screen. As for me, the current Real-time tune function is great and there is no need to change it.

 

[Amflow_Support]

Hi @Amflow_Support I'm a big fan of the microadjust tune on the Specialized Levo. Perhaps instead of the Real Adjust Tune, it would be better to go this way. This setting could be activated by pressing a button or as a 5th mode. (ECO, Auto, Trail, Turbo and Microadjust) In any case, the mode and the fine adjustment must be visible on the display.

Thanks for your suggestion. I'll make sure to share it with our senior engineers

 

[EDventure_Outdoors]

@Amflow_Support ,

I live in Phoenix, AZ and am concerned how the motor will perform in 100° temperatures. It’s not uncommon for the air temperature to still be that warm as the sun goes down. What can you share about the testing and expected performance in those conditions?

 

[addierwerk]

Hi Amflow Crew!

Awesome that you're engaging directly with your customers! My bike should arrive soon, I'm excited One question I couldn't find an answer to - I'm located in Austria and do travel a bit around Europe. Therefore I have got a SIM with a roaming tarife. In this Thread you mentioned a few times that roaming is not advised. Why is that? Only because of ridiculous costs if one travels to a roaming location which is not covered? Or does the system not support data roaming?

Best regards,
Herbi

 

[randomusername]

Hi @Amflow_Support

Very quick question regarding the warranty - if a bike has been configured for a different region (eg. UK bike being configured as NZ), will this cause any issues with warranty - if there is then an electronics/battery/motor issue will the warranty still be honoured?

 

[Amflow_Support]

@Amflow_Support ,

I live in Phoenix, AZ and am concerned how the motor will perform in 100° temperatures. It’s not uncommon for the air temperature to still be that warm as the sun goes down. What can you share about the testing and expected performance in those conditions?

Thank you for reaching out! Our motors feature a temperature protection mechanism that will notify you if the motor temperature exceeds safe levels. To maintain optimal performance and extend the lifespan of the motor, we recommend avoiding prolonged periods of high-power riding in extreme heat.

If you have any further questions or need additional information, please don't hesitate to contact us!

 

[Amflow_Support]

Hi Amflow Crew!

Awesome that you're engaging directly with your customers! My bike should arrive soon, I'm excited One question I couldn't find an answer to - I'm located in Austria and do travel a bit around Europe. Therefore I have got a SIM with a roaming tarife. In this Thread you mentioned a few times that roaming is not advised. Why is that? Only because of ridiculous costs if one travels to a roaming location which is not covered? Or does the system not support data roaming?

Best regards,
Herbi

Hello Herbi! We generally do not recommend using them for the following reasons:

1. If a roaming SIM card requires special APN configurations, the information may not be available in the bike's APN list, possibly resulting in inaccessibility to the network.
2. Roaming SIM cards can take a bit longer time to find a network, usually 3 to 5 minutes after you insert the card for the first time. If the network remains unavailable after 5 minutes, try restarting your bike.
3. Using a roaming SIM card with either the phone or the bike, or both, might lead to connection issues. If the phone and bike connect to different servers, 4G could become unavailable, preventing you from controlling the bike via 4G or viewing ride data uploaded

For a better experience, we recommend obtaining a local SIM card directly if you plan to ride locally for an extended period, and using Bluetooth to connect your bike to the app if you need to ride across countries for a short term. If you have any further questions or need assistance, feel free to reach out!

 

[Amflow_Support]

This is absolute rubbish
The bike was bought as a whole with components fitted so here in the UK at least you are required to warrant the parts not fob your responsibility's off to the component maker to sort out
This stinks as a reply to the people who have bought your goods
I was thinking of making this my next bike but responses like this are not on to be honest .

We completely understand how you feel, and we want to assure you that we are not trying to avoid our responsibility. This particular component is indeed manufactured by KS, and Amflow does not keep this part in stock.
We are able to provide KS’s contact information because our team has been in regular contact with them regarding this issue.

In fact, we have had similar cases before. Customers who contacted KS and sent back their old seatpost were able to receive a new replacement. This is often the fastest and most efficient way to resolve the issue, and it allows for a quick response.

 

[volts]

This is absolute rubbish
The bike was bought as a whole with components fitted so here in the UK at least you are required to warrant the parts not fob your responsibility's off to the component maker to sort out
This stinks as a reply to the people who have bought your goods
I was thinking of making this my next bike but responses like this are not on to be honest .

It seems that the alternative is that you could send in the post to amflow, then they send it to KS, KS sends it back to amflow and they then send it back to you.

How is that better for you?
It just takes 3 times longer and you get the same end result.

 

[Astro66]

I was thinking of making this my next bike but responses like this are not on to be honest .

If you bought the Amflow from a LBS like I did. You can take it back to the LBS. And they would get the part from the appropriate supplier.

But if you buy it online, from an online store. You cannot send the whole bike back. So you become the Party that needs to follow the Online seller's direction to get the failed part replaced, instead of the LBS.

This is very common practice in dealing with online stores that don't stock every component. If it's not your preferred way to have warranty issues dealt with. Then do as I did and buy the Amflow from a LBS. But Online is online, and bricks and mortar is bricks and mortar. It's your choice how you do business. But you cannot choose one then expect the service of the other.

 

[leix_toffee]

I have bought bikes online and always dealt directly with the online retailer. I have never needed to go to the individual component manufacturers for warranty issues. Your contract is with the retailer not the individual component manufacturer. This is just my experience and I am not biased either way about manufacturers/retailers. Have bought from LBS and online. I don’t find this an issue but just a little unusual how Amflow are doing this. Although personally I would prefer one point of contact for Warranty issues

 

[Astro66]

I have never needed to go to the individual component manufacturers for warranty issues.

Amflow have sold bikes for less than 12 months. So you have to be a little flexible if you buy the bike online, especially as they are selling worldwide. The support network will grow with age.

There was no way I was going to run an Amflow as my only EMTB, with such a new player, and such new technology.

There is expectation. But there is also reality. Whilst there have been frustrations. Personally I think Amflow have done extraordinarily well in introducing this new EMTB. And the only time I have had to rely on my spare EMTB, is when delivery took a lot longer than predicted by the LBS. But I wouldn't hesitate to recommend Amflow, both from a quality of EMTB, and support provided.

 

[Opal]

Hi

I have a SIM card installed in my bike and it doesn’t update the location very often even though the bike hasn’t moved.

It is showing it was last synced yesterday, does the bike to need to powered on to sync or can I manually update the location (sync) through the app. I can use “find my bike” which then takes me to google or Apple Maps although at the moment it is showing my bike 3 houses away from where it is.

 

[MISTER HYDE]

Please I need help to find gpx file on AVINOX new app. (Not uploaded on Strava despite the connection allowed). Thanks

 

[Bikeeandy]

Amflow Support: Are there any notifications within the app to alert when battery has been recharged?

 

[christophert21]

So I got this battery error today during a ride. Battery at approx 50% at this time

0x16090096 / 0x16090097
Motor power restricted

Please fully charge battery and let sit for 48hrs

The bike could still be ridden with decent assistance back to the car

I restarted the bike. Same. Opened the app and could see the same error, would not reset

I took the bike home and by this time (approx 45mins), when powering the bike on the error was gone. I haven't had a chance to ride the bike since, instead choosing to charge it to 100%

Is this the start of more serious or continued issues? Any advise? I know it says let bike sit for 48hrs but my next planned ride may be inside that 48hrs

 

[Amflow_Support]

Amflow have sold bikes for less than 12 months. So you have to be a little flexible if you buy the bike online, especially as they are selling worldwide. The support network will grow with age.

There was no way I was going to run an Amflow as my only EMTB, with such a new player, and such new technology.

There is expectation. But there is also reality. Whilst there have been frustrations. Personally I think Amflow have done extraordinarily well in introducing this new EMTB. And the only time I have had to rely on my spare EMTB, is when delivery took a lot longer than predicted by the LBS. But I wouldn't hesitate to recommend Amflow, both from a quality of EMTB, and support provided.

Thank you for sharing your thoughts. We appreciate your feedback and understand your concerns about our warranty process.

We want to assure you that we are not evading responsibility. Our goal is to provide efficient resolutions, and we believe contacting the component manufacturer directly can often be quicker. We're also working to improve our service processes for a better customer experience.

Your feedback is valuable, and we will consider your suggestions. If you have any more questions or need assistance, please feel free to reach out. Thank you for your understanding.

 

[Amflow_Support]

Hi

I have a SIM card installed in my bike and it doesn’t update the location very often even though the bike hasn’t moved.

It is showing it was last synced yesterday, does the bike to need to powered on to sync or can I manually update the location (sync) through the app. I can use “find my bike” which then takes me to google or Apple Maps although at the moment it is showing my bike 3 houses away from where it is.

Thank you for your message regarding the location updates for your bike.

When the bike is powered on, the update frequency is 1 Hz (updating once every second). If the bike is powered off, the location can be updated at a maximum interval of 30 minutes. However, it's important to note that the bike needs to be outdoors to ensure the GPS signal is effective for timely updates.

We kindly recommend taking the bike outside to see if the location information updates accordingly. If you have any further questions or need assistance, please feel free to reach out. We are here to help!

 

[Amflow_Support]

Please I need help to find gpx file on AVINOX new app. (Not uploaded on Strava despite the connection allowed). Thanks

Thank you for your Reaching out.

At this time, the AVINOX app does not support generating GPX files. However, for certain ride data, you can find a download icon on the right side of the ride data section, which allows you to manually download the data.

We appreciate your understanding and encourage you to stay tuned for future updates. Should you have any further questions or need assistance, please do not hesitate to reach out.

 

[Amflow_Support]

Amflow Support: Are there any notifications within the app to alert when battery has been recharged?

Thank you for your feedback. Currently, our app does not have the functionality to notify users when the battery has been recharged. We truly appreciate your suggestion and will pass it along to the relevant team for consideration.

Thank you again for reaching out! If you have any other questions or suggestions, please feel free to share.

 

[Amflow_Support]

So I got this battery error today during a ride. Battery at approx 50% at this time

0x16090096 / 0x16090097
Motor power restricted

Please fully charge battery and let sit for 48hrs

The bike could still be ridden with decent assistance back to the car

I restarted the bike. Same. Opened the app and could see the same error, would not reset

I took the bike home and by this time (approx 45mins), when powering the bike on the error was gone. I haven't had a chance to ride the bike since, instead choosing to charge it to 100%

Is this the start of more serious or continued issues? Any advise? I know it says let bike sit for 48hrs but my next planned ride may be inside that 48hrs

View attachment 162360 View attachment 162361

We're sorry to hear about your experience. We would like to assist you further with this; please send an email to [email protected] or DM us. We deeply apologize for the inconvenience caused.

So I got this battery error today during a ride. Battery at approx 50% at this time

0x16090096 / 0x16090097
Motor power restricted

Please fully charge battery and let sit for 48hrs

The bike could still be ridden with decent assistance back to the car

I restarted the bike. Same. Opened the app and could see the same error, would not reset

I took the bike home and by this time (approx 45mins), when powering the bike on the error was gone. I haven't had a chance to ride the bike since, instead choosing to charge it to 100%

Is this the start of more serious or continued issues? Any advise? I know it says let bike sit for 48hrs but my next planned ride may be inside that 48hrs

View attachment 162360 View attachment 162361

we sincerely apologize for the inconvenience you have experienced. Could you please provide the logs from your bike by sending them to [email protected]? This will help us assist you further in troubleshooting the issue.

For instructions on how to export the bike logs, you can refer to the image below：

We appreciate your understanding and cooperation, and we are here to help!

 

[CStrom]

Hi. I am upgrading the rear shock on my Carbon to the Fox Float X. How many spacers are standard in the shock, as delivered, on the Pro? Thank you.

 

[christophert21]

We're sorry to hear about your experience. We would like to assist you further with this; please send an email to [email protected] or DM us. We deeply apologize for the inconvenience caused.

we sincerely apologize for the inconvenience you have experienced. Could you please provide the logs from your bike by sending them to [email protected]? This will help us assist you further in troubleshooting the issue.

For instructions on how to export the bike logs, you can refer to the image below：View attachment 162369We appreciate your understanding and cooperation, and we are here to help!

Thank you. Logs sent today