FAZUA and CTDI: how to request servicing and spare parts for your eMTB

FAZUA now links to CTDI support: what it means for your bike

If you own a FAZUA-equipped eMTB, the key question is no longer how many watts the next motor claims. It is much more specific: where to get a diagnosis, who handles a service request and how to retain access to your system's documentation. FAZUA's official website now directs its support section to a portal hosted by CTDI. We checked this on 27 October 2026.

The portal offers tools, firmware, manuals and a service page. This is useful news for owners, but it does not establish that every spare part is available or that a repair has a guaranteed turnaround time. This guide explains what you can check now and what to ask your workshop. It is neither our own motor test nor an announcement of a new generation.

The seven photographs show Transition Relay builds with Ride 60, published by the bike manufacturer. These are archive images illustrating a bike from this ecosystem, not photographs of CTDI facilities or the unveiling of a new model. The builds differ, and we do not assume their components apply to every Relay.

Finding support: which link you need for each task

The official FAZUA homepage links to the new support portal. Bookmark it from that official starting point, and avoid starting a service request from an advert or a download forwarded in a group. A similar-looking domain does not prove that it is the official channel.

The pages we checked are in German; the portal also offers a language selector. Older documents do not necessarily share the same revision date. If instructions conflict between pages, identify your system and ask the service team for confirmation before proceeding.

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Prepare a fault report your workshop can use

A message such as "the motor is not working properly" means starting from scratch. It is more useful to describe what happens, when it occurs and what you can reproduce safely. Note whether it happens when cold or after a climb, whether a warning appears and whether assistance cuts out completely or becomes inconsistent. Distinguish what you have observed from what you think is causing it.

The service help page explains how to generate a system report using Toolbox and a USB-C connection. It identifies this report as the basis for a service request. You do not need to post the file on a forum: submit it through the channel specified by your workshop or support team.

• Bike model, system generation and purchase reference.
• Brief description of the symptom and approximate date of onset.
• Software versions that you can consult without altering anything.
• Photographs of the warning or visible damage, without opening sealed components.
• Case number and record of what the workshop has already reviewed.

Avoid changing several things while a fault is being investigated. If you update software, replace a part and change settings at the same time, it will be harder to tell what solved or caused the problem. Agree on a sequence with the technician and keep their replies: a short timeline is often more useful than numerous disconnected messages.

A brief template to explain the case

Write four sections: "bike and system", "symptom", "when it happens" and "checks already carried out". For example, saying that the app cannot find the bike is not the same as describing a loss of assistance while riding. Avoid labelling both problems as a "broken motor" without a diagnosis.

At first contact, ask what information they need to open a case and what the next step will be. If you are assigned a case number, use it in subsequent communications. If you cannot reproduce the problem safely, say so: you do not need to trigger another incident to justify requesting an inspection.

Service network: agree on the process before shipping or disassembling anything

The portal refers users to certified dealers and allows them to start a service request. This does not mean you should remove the motor and ship it yourself. First ask whether they need the complete bike, the component or just the initial report, and wait for instructions on the procedure.

For a rider in Spain, it is worth confirming who will receive the bike and who will handle communication about the case. If the work may incur a charge, request a quote, ask what the diagnosis includes and whether transport is charged separately. Do not confuse an accepted enquiry with an authorised or covered repair.

There are also two distinct areas of practical responsibility: the assistance system and the bike build. A problem with a cable, a frame-specific cover or a fastener may require information from the bike manufacturer. Saying "it has FAZUA" does not identify every part involved.

In the Ride 60 documentation, FAZUA reserves certain work for specialist service technicians. If you see battery damage, compromised connectors or abnormal operation, do not improvise a repair or keep carrying out demanding tests just to obtain a video. Describe what you have already observed and ask for instructions.

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Toolbox 2.29 and firmware: three different version numbers

The page for Toolbox shows version 2.29, with downloads for Windows, Intel Macs, Apple Silicon Macs and Linux. The firmware section lists Bundle 017 for Ride 60 and Bundle 029 for Ride 50. These are the versions checked today, not a promise that they will remain the latest.

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Toolbox is the computer application; a bundle updates system components; the mobile app has a different role. Installing the latest app does not prove the motor is up to date, and downloading a bundle does not mean it has been applied. Record the version numbers separately so the workshop can interpret your configuration.

The portal instructs users to download the appropriate version of Toolbox first to ensure compatibility, and provides separate instructions for each generation. Read those instructions before starting. Do not choose a file because its version number is higher or because another user says it worked on a similar bike.

If the bike works correctly, plan the update with enough time and the right equipment. If there is already a fault, ask the service team whether you should record the current state first. Do not use files of unknown origin or force a procedure that repeatedly produces errors: save the message and seek advice.

KickOverrun: check the response after updating

The official Bundle 17 notes allow KickOverrun to be enabled or disabled in Toolbox. They describe assistance that continues after you stop pedalling and distinguish the Mountain Bike configuration from the urban one. They also state that the initial setting may depend on the previous version. Updating therefore does not guarantee that everyone will find the same setting.

Before tackling another technical climb, check the actual configuration and read the manufacturer's notes. If the response when you stop pedalling differs from what you expect, do not discover this for the first time in front of an obstacle. Choose a cautious way to check it, and do not treat an assistance feature as a reason to increase the difficulty of your ride.

The firmware documentation also lists changes to walk assist and bug fixes. We have not measured these improvements or claimed that they resolve a specific fault. A changelog describes what the developer states; the result on your own bike must be checked.

Document the before and after. Note the version and settings, follow the official process and check operation before considering the job complete. If the symptom persists, having the latest bundle does not replace a diagnosis.

Ride 50, Ride 60 and your account: keep different issues separate

The official help distinguishes FAZUA App from FAZUA Rider App. For Ride 50, it explains that the Bluetooth chip is updated through Rider App for technical reasons; for Ride 60, the knowledge base specifies FAZUA App for the connection. Do not treat a guide for one generation as universal instructions.

If you have Ride 50, see the connectivity guide and confirm that your remote is compatible. Phone connectivity, system firmware and account access are separate layers. First identify which one is failing before deleting pairings or reinstalling apps.

During a service transition, also check the official notices sent to your account. We do not invent instructions about acceptance buttons or claim to have checked an email we have not seen. Read the communication relevant to you, verify its origin and contact support if you have questions about data or access.

Keep your reference information somewhere private. The pairing code allows the bike to be connected and should not appear in publicly shared photographs of the label. A diagnostic file or ride history may contain information you do not need to share with an entire group to resolve a technical enquiry.

Spare parts and used bikes: check a part number, not a promise

A support portal is a positive sign, but its existence does not mean battery, motor or remote stock has been checked. Before paying for a used or discounted bike, ask for the exact part number of the component that concerns you most and ask the workshop whether it can source it, install it and quote for it.

The Ride 60 knowledge base distinguishes components users can install from those requiring certified service. It also distinguishes removable batteries from fixed installations. Compatibility depends on the bike and its components: sharing a system name does not make every solution interchangeable.

If you want to replace Energy 430 with Energy 480, check the official requirements for your bike's setup before buying. We do not infer universal compatibility from photographs: the Relay builds illustrated use Energy 430, and we are not certifying a switch to 480 for those bikes.

For a used purchase, keep a written record of what has been checked and what remains outstanding. A short test may reveal an obvious fault, but does not establish the battery's overall health or guarantee a particular support period. Factor that uncertainty into your decision without automatically treating it as a reason to reject every FAZUA bike.

What we would do today if we owned a FAZUA-equipped eMTB

We would bookmark the official support page, identify the generation and put together a small file with the invoice, part numbers and configuration. For a fault, we would start with a clear description and contact the workshop. For an update, we would follow the relevant instructions. To buy spare parts, we would request a verifiable part number and quote.

We have not audited CTDI's logistics capacity, submitted a test case or confirmed future availability. What is useful is the support infrastructure already available to consult; a specific repair needs its own checks. This is the next practical step from our earlier analysis of ecosystem risk.

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