Technical service

Welcome to the Wayel service area

Customer service for electric bikes is extremely important to us. Quality and reliability of our brand are reflected in the efficient network of specialized dealers, located throughout the territory. We have competent staff, able to ensure a qualified service to assist you in the purchase and in the post-sale service. The dealer, in fact, continues to follow you even after the delivery of the vehicle, to make sure that everything is all right.

In this way you will be able to enjoy the model you have bought for a long time and, thanks to continuous training, our specialized dealers will also be able to offer you the necessary technical assistance after the purchase and help you in the right choice of spare parts. Our dealers are at your side even after the delivery of the vehicle, assisting you in case of problems whether your vehicle is still under warranty, or whether it is out of warranty.

We remind you that, from our download area, it is always possible to download the instruction and use manuals dedicated to bicycles, to the displays available in combination, to scooters and scooters.

Have you purchased one of our models?

Contact the dealer who sold you the e-bike. Under warranty, you will be asked to show proof of purchase. You will be supported by the professional staff of our network until the problem is resolved.

Are you a dealer or service center?

To get in touch with the FIVE staff download the FIVE app or access our portal; you can open a ticket, order spare parts, and access other services dedicated to you. If you are not yet registered, contact your sales representative.

FIVE web portal

FIVE presents the new web portal where dealers can search and purchase spare parts, request technical assistance and talk to FIVE experts.
Customer service is easy with the FIVE technical assistance.
On www.five-service.it, dealers always have all the information on e-bikes available directly online. Here are the main features of the service.
  • SPARE PARTS: a spare parts B2B e-commerce service makes it easy to search for a spare part through category filters and e-bike serial number. The list of compatible spare parts shows the price reserved for dealers, the recommended retail price and the availability.
  • REQUEST FOR TECHNICAL ASSISTANCE: to open a help ticket and follow its progress (open, under management, closed). Whenever the status of the request is updated, you receive a notification on your smartphone. The ticket is closed when the request is resolved or when the spare part is shipped (within 24 hours). In order to speed up the procedure, the sales invoice and the tests performed are requested, and it is possible to attach photos or videos of the problem.
  • MANUALS: e-bike and display manuals are always available for download on computers or smartphones.
  • MAINTENANCE: offers the possibility of registering e-bikes sold and checking the maintenance carried out.

Warranty extension up to 5 years

More peace of mind, for longer. Your product warranty can be extended up to 5 years, with the option to purchase an additional 1 or 3 years of coverage.
The warranty extension can be requested by the end customer directly from their authorised dealer, who will activate it through the dedicated portal. Once the procedure is completed, the customer will receive a confirmation email, while the dealer and FIVE’s customer service system will be able to immediately view the warranty extension associated with the product’s serial number.
The warranty covers product conformity defects and does not cover normal wear and tear of components.
The warranty extension is only available on selected models. For further details, please visit the specific page on the website.