TruMoto App & Controller Troubleshooting Guide

I'm Having Trouble With My TruMoto App or Controller

If you're experiencing unusual controller behavior, connection issues, or settings that don't appear to be functioning correctly, follow the steps below before contacting support.

Step 1 — Perform a Factory Reset

Many controller-related issues can be resolved by restoring the controller to its factory settings.

Factory Reset Procedure

1. Open the TruMoto App.
2. Connect to your controller - Connection confirmed with a on the top right corner, a symbol indicates the controller is not connected to the app
3. Tap the on the top left of your HUD screen to enter the system configurations setting screen 
4. Swipe down and locate the TROUBLESHOOTING section
5. Select
6. Allow the reset to complete.

Note: A factory reset will erase your controller configuration settings.

Step 2 — Reconfigure Your Controller

After the factory reset:

• Re-enter all of your controller configuration settings.
• Double-check that every option is selected correctly.
  • If you're unsure, best to check! Usually you can find the names on the website or check the serial number if applicable
• Save the settings to the controller.

Incorrect configuration values can result in abnormal controller behavior.

Experiencing an Intermittent Issue?

If the issue only happens occasionally and is difficult to reproduce, the TruMoto App includes a Ride Recording feature that captures ride telemetry data for our technicians to review.

How to Record Ride Data

1. Connect to your controller using the TruMoto App.
2. Tap the red record button once to begin ride recording.

3. Ride the bike until the issue occurs. NOTE THE TIMESTAMP 
4. Tap the red record button again to stop the recording after the issue has been captured.

5. Tap and HOLD the recording screen to view your recorded sessions
6. Look for the ride session just recorded, tap and HOLD then SUBMIT SUPPORT TICKET

Tip: Ride telemetry allows our technicians to review controller data leading up to and during the issue, making intermittent problems much easier to diagnose.

Check Your TruMoto HUD Warning Indicators

Your TruMoto HUD continuously monitors your system and will alert you if it detects a warning or fault.

When a warning is present, one or more indicator icons may illuminate or flash:

• Yellow indicates a warning that may require attention.
• Red indicates a fault or more serious condition that should be investigated.

Viewing Warning Details

If any warning icon is illuminated:

1. Tap the warning icon on the TruMoto HUD.
2. A detailed description of the warning or fault will be displayed.
3. Review the information before continuing to ride or submitting a support ticket.

Tip: If you're contacting support, include a screenshot of the warning details along with your support ticket. This information can significantly speed up the troubleshooting process.

Still Having Issues?

If the problem continues after completing the steps above, please submit a support ticket directly through the TruMoto App.

Before Submitting Your Ticket

You must be:

• Connected to your controller through the TruMoto App.
• Standing near the controller so the app remains connected throughout the submission process.

Include the Following Information

1. Description of the Issue

Provide a clear explanation of what the controller is doing.

Examples:

• Motor cuts out while riding
• Throttle does not respond
• Error message appears
• Controller disconnects
• Unexpected power loss
• Abnormal noises or behavior

2. Video

Attach a 30-second video clearly showing the issue or abnormal behavior.

WARNING: You do not need a full 30 second video demonstrating the abnormal behavior the entire time. A quick blip of the behavior will be adequate, we don't want to cause further damage by running your powertrain in a faulted state. Just a quick demonstration is needed to get an understanding of what is happening.

3. Ride Recording (Recommended for Intermittent Issues)

If your issue is intermittent, attach the ride recording captured using the TruMoto App. This telemetry data provides valuable information that helps identify issues that may not be visible in a video.

4. Connection Photos

Please provide clear, well-lit photos of the following:

• Throttle connector
• 3-Mode Switch connector
• On/Off Switch connector
• Hall Sensor connector
• All five controller terminal posts (clear enough to inspect each terminal)

Important

Submitting complete information the first time helps our technicians diagnose your issue much faster and reduces the need for follow-up questions. Please ensure all requested photos, videos, and (if applicable) your ride recording are attached before submitting your ticket.