FAQ
Forenz will be your faithful friend for a long time. Learn how to take care of it. We are always available to make sure your every ride are Rewarding Journeys.
General
Choosing EZWLZ
Deciding whether to invest in an EZWLZ e-bike is entirely your choice, but we want to make that decision easier by highlighting a few key features:
Precision Performance: Our e-bikes boast a high-precision magnetic sensor, transforming your every movement into seamless motor power. The result is an incredibly smooth and almost addictive riding experience.
Effortless Riding: Even when the power is off, our e-bikes maintain a smooth ride akin to a regular bike, sans any additional friction.
Regulatory Compliance: All our e-bikes adhere to the EN15194 regulation, equipped with street-legal lights and reflectors.
Precision Performance: Our e-bikes boast a high-precision magnetic sensor, transforming your every movement into seamless motor power. The result is an incredibly smooth and almost addictive riding experience.
Effortless Riding: Even when the power is off, our e-bikes maintain a smooth ride akin to a regular bike, sans any additional friction.
Regulatory Compliance: All our e-bikes adhere to the EN15194 regulation, equipped with street-legal lights and reflectors.
Versatility: Compatible with a wide range of accessories available in the market.
Durable Build: Featuring Yamaho motor, Shimano cassette, KMC chains, and Panasonic cells, ensuring a hassle-free ride for thousands of kilometers.
Customer-Centric Approach: Our commitment extends beyond providing an exceptional riding experience. We offer a 2-year warranty on all e-bikes, with a 5-year warranty on the frame and front fork. In the unlikely event of an issue, we promptly dispatch brand-new spare parts within the warranty period.
Responsive Support: Questions or concerns? Reach out to our customer support team at support@ezwlz.com. We pride ourselves on quick and efficient responses.
Service Accessibility: Most bike shops can service the components. With a focus on standard bicycle parts, servicing is convenient and readily available.
Battery Longevity: Integrated batteries with Panasonic cells guarantee over 800 charging cycles without any performance decline. Even after the 2-year warranty, you can purchase new batteries directly from us.
Should you have any lingering questions, feel free to contact us at support@ezwlz.com. We're here to ensure your e-biking experience is nothing short of exceptional.
You can find the Frame ID at the bottom bracket of the frame under main chain wheel.
It is also available on a tag attached to the frame. Please keep this safe. You will need this to secure insurance services.
We've simplified the decision-making process for you. The fully adjustable seat and handlebar, along with a frame size of 52cms, make our bike suitable for riders with heights ranging from 165cms to 185cms.
It's important to note that the suggested rider height is a reference, and individual body proportions can also play a role in choosing the right frame size. If you're uncertain about the size selection, feel free to reach out to us at support@ezwlz.com for assistance.
You can download the user manual from this link.
Service & Inspection
Common question related to servicing your eBike
Servicing our e-bikes is a breeze at your local bike shop, thanks to widely available components in the market.
If you encounter issues with the motor, battery, display, sensor, light, or controller, reach out to us at support@ezwlz.com. We'll assist you in diagnosing the problem and promptly dispatch the necessary replacement parts, complete with a video installation guide.
Opt for a reliable local bike shop for the installation, and we'll cover the cost during the warranty period.
While the Forenz is designed for low maintenance and doesn't demand special attention, following our suggestions below can certainly contribute to keeping your e-bike in optimal condition.
- Inspection: Regular inspections help identify potential mechanical issues. We recommend performing the following checks routinely:
- Verify the functionality of your brakes.
- Ensure the proper functionality of your lights.
- Check tire pressure.
Additionally, after an intense ride, such as on muddy roads, in heavy rain, or covering long distances, consider the following:
- Cleaning: Regular cleaning enhances your bike's appearance and extends its lifespan, especially following challenging rides. Avoid using a high-pressure water jet to prevent potential damage to the bike's bearings and electronic components.
- Lubrication: Periodically lubricate the chains and shifter for smooth operation.
FSN+ is our trusted partner for eBike servicing. They specialize in providing high-quality maintenance, repairs, and upgrades for eBikes. When you purchase an eBike from us, we offer the convenience of arranging FSN+ services to keep your eBike in top condition.
The 7Ah battery demonstrates a range of up to 40kms, as per test outcomes. The 10Ah variant can cover distances of up to 80kms, based on test outcomes. Actual performance is subject to various external factors, such as temperature, road conditions, and weight load.
Equipped with Panasonic cells, our e-bikes maintain optimal performance even after 800 full charge-depletion cycles when properly cared for. The longevity of the battery is significantly influenced by your maintenance practices, and we've curated a guide on this subject.
When not in use for more than a month, it is recommended to charge the battery to 100% before use.
Payment & Shipment
Common questions related to shipping, returns & exchanges
We accept all major credit cards, Klarna and iDEAL.
Klarna payments are welcome from customers in the following countries: Netherlands, Belgium, and Luxembourg. If you encounter any issues, please reach out to Klarna customer support or contact us at support@ezwlz.com for assistance.
If your payment was unsuccessful, please follow these steps:
- Ensure your card has sufficient funds.
- Verify your internet connection and refresh the page.
- Reach out to your card-issuing bank for assistance.
For additional support, feel free to contact us at support@ezwlz.com.
We can only modify orders that have not undergone processing for shipping. Once your order reaches the status of "preparing for shipping," "shipping," or "delivered," we are unable to accommodate any edits. If you need to make changes, kindly contact our support team through the helpdesk FSNplus.
After placing your order, expect a confirmation email for tracking. Once shipped, you'll receive another email detailing the expected delivery date and providing a tracking link (if applicable based on the chosen delivery method).
We currently ship in the Netherlands, Belgium & Luxembourg. For shipping outside of these countries, please reach out to our support through our helpdesk.
Accessory
Spare Parts and accessories
Yes, all EZWLZ e-bikes come with a 4-digit password lock. We highly recommend purchasing an additional reliable bike lock to enhance the security of your beloved e-bike.
We recommend ART 2 or ART 3 rated eBike locks for your peace of mind and requirement by the insurance providers.
Mudguards and a kickstand for the Forenz are complimentary and automatically included in your package at no extra cost. This is our way of expressing gratitude to our valued customers.
General Troubleshooting
Troubleshooting Cause and Corrective Actions
Cause:
- Low battery voltage
- Error with the Pedal assist sensor
- Faulty/failed controller
Corrective Action:
- Recharge or replace the battery as applicable
- Replace the pedal assist sensor
- Replace the controller
Cause
- Low tire pressure
- Improper brake adjustment
- Inadequate charge or a faulty charger
- Damaged or exposed battery. Frequent braking, starting, and overloading
Corrective Action
- Inflate the tire with the recommended pressure (mentioned on the sidewall of the tyre)
- Check for proper brake adjustment
- Charge if the battery is adequately charged or replace the charger
- Replace the battery
- Practice gentle riding
Cause
- The charger connection is loose or damaged
- The charging pin is not inserted properly
Corrective Action
- Check for loose contacts in the charger pin or replace the charger
- Insert the charging pin properly
Cause
- Battery discharged
Corrective Action
- Recharge the Battery. Ensure the charger LED light turns Green. Do not check the HMI status as the only conformation.
Cause
- Brake lever(s) or Display faulty
Corrective Action
- Check & Replace
Cause
- Faulty Pedal Sensor
Corrective Action
- Check & Replace
Cause
- Faulty Display
- Faulty Controller
Corrective Action
- Check & Replace the Display
- Check & Replace the Controller
Cause
- No Charging voltage to Battery
Corrective Action
- Insert Charging Pin properly. If the problem persists, contact customer care.
Cause
- Charger Plug (Input) defective, or Charger defective
Corrective Action
- Insert Charger Plug properly. If the problem persists, contact customer care.