I just bought an e-bike from Wiggle's demo fleet and am having problems with the electronics. I think I need to do a firmware update but I can't get into the E-tube app which allows me to configure the settings.

I tried using a passkey of "000000" to access the setting, but it didn't work and I don't know any other default passkey to try.

Is there a way to reset the passkey without knowing the current one?

Is there a recommended way to contact a Shimano for product support?

  • 1
    Hey John. Your question is really hard to follow. Could you add some punctuation, line break, and a little more detail?
    – Paul H
    Sep 10 '19 at 23:11
  • I gather you're talking about this: e-tubeproject.shimano.com/?lang=en Sep 11 '19 at 0:20
  • 5
    With problems like this, the seller should be the first to contact.
    – ojs
    Sep 11 '19 at 10:32
  • 1
    You bought something from a shop. It doesn't work. You need to take it up with them. It doesn't matter that it's ex-demo, unless this specific issue was brought to your attention before you bought it. Sep 11 '19 at 14:08
  • 1
    @ojs I get that shops must help with faulty goods, but the question is still valid for anyone who forgets their passkey or buys a second hand bike for example, where consumer protections don't apply
    – Swifty
    Sep 11 '19 at 15:27

You can reset the Wireless passkey - even if you don't know the current one - by connecting your bike to a windows computer/laptop using the charger.

Download e-tube for windows at https://e-tubeproject.shimano.com

Then do this:

  • Connect the bike to your computer using the charger and Junction A
  • Open the e-Tube windows app
  • Make a connection by clicking "connection check"
  • Click "Bluetooth LE settings"
  • Set a new passkey

You can now use the passkey you just set to connect to your bike using BluetoothLE/ANT+. The Passkey is required for wireless connections only.

Also: if you really want to update firmware then I recommend using a computer (over USB) rather than the mobile app. It a bit safer. You can update using the mobile app, of course.. but as far as I'm concerned the mobile app's main feature is changing settings easily (out on the road).

More info:

(disclaimer: my website ;). If you're having more problems and can't figure things out don't hesitate to ask)

  • That's all well and good Terry but what if you don't have a PC?
    – Dan K
    Sep 11 '19 at 14:45
  • 2
    Is the point here that you can reset the passkey, without knowing the existing one, while it is plugged in to a pc over a wired connection, and that the passkey is for wireless communication?
    – Swifty
    Sep 11 '19 at 15:11
  • 1
    Yes! I'll clarify :} Sep 11 '19 at 15:12
  • 1
    cool beans, it was implied that if someone followed the instructions, they would have success, but I love me some clarity
    – Swifty
    Sep 11 '19 at 15:25
  • 3
    Hey there. I really appreciate the expertise you bring to these specialist questions. Please keep it going. And +1 for the full disclosure too.
    – Criggie
    Sep 11 '19 at 21:43

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