Northwind E-Bikes (example) help center

Yes, the Cargo 7 takes a second NW-BAT-48-20 on the second mount.

Yes. You can book a Cargo 7 test ride on our website at one of our partner service centers. **How to book** 1. Use the store locator on the website to find a center that has the Cargo 7. Each center lists the models it carries. 2. Book your test ride there. The ride lasts about thirty minutes. **Who can ride** - Riders must be 16 or older. **What to bring** - A photo ID (everyone who rides needs one). - Closed-toe shoes. Sandals are not allowed.

Yes. The Cargo 7 can carry two children in either of these setups: - **Both on the rear deck:** Fit the passenger bars and running boards so the children have something to hold and a place to rest their feet. This works best once both children are bigger. - **One in a child seat, one on the deck:** Fit a child seat for the younger child (for example, around age three). An older child (for example, around age six) sits behind on the rear deck and holds the passenger bars. **Weight limit:** The rear deck's limit is 180 lb (about 82 kg). Riders and anything else on the deck must not exceed this combined.

Yes. Northwind sells a rear child seat for the Cargo 7. It is a separate accessory and is not included with the bike. **Accessories and part numbers** - **Child seat (for a younger child):** NW-ACC-KS7 - **Passenger bars (for two children on the rear deck):** NW-ACC-PB7 - **Running boards (for two children on the rear deck):** NW-ACC-RB7 The passenger bars and running boards are also sold separately. **Stock:** The child seat (NW-ACC-KS7) was in stock when we last checked. Stock changes, so please confirm availability before you order.

The 750 watt motor handles weight well. You'll feel the load on steep hills, but the assist does most of the work.

It is made for children roughly 9 months to 5 years old.

The Northwind Cargo 7 has a **total weight limit of 440 pounds**. This includes the rider. The **rear deck can hold up to 180 pounds**. That weight counts toward the 440-pound total, not on top of it. The frame, motor and brakes are built to handle this load.

**Mostly assembled.** The Cargo 7 arrives about 85% assembled. You only need to: 1. Attach the handlebar to the stem 2. Put the front wheel in 3. Screw in the pedals 4. Mount the front light 5. Pump up the tires **Tools:** You don't need your own. The tools needed for assembly come in the box. **Time and guide:** Assembly usually takes 20 to 30 minutes. A step-by-step video is available in the Northwind Ride app and on the Northwind website. **Prefer not to do it yourself?** You can book an appointment at a Northwind service center, and they will assemble it for you.

The seat clamps onto the rails of the rear deck with four quick-release brackets. Set it on the deck facing forward toward the rider, line up the four brackets on the rails, and close each quick release, which should take some effort. Pull hard on the seat side to side, up and back to confirm it doesn't move. Adjust the harness and footrests so the rider's feet rest on them away from the wheel, and test it with the child in the seat. Put the center kickstand down when loading the child.

Yes. The left pedal threads on backwards, so it tightens counterclockwise. The pedals are marked L and R.

E21 is a motor sensor error, usually caused by the motor connector. Turn the bike off, find the connector on the chainstay a few inches up from the rear axle, and slide back the rubber cover. Check that the two halves' arrows line up and that the pins aren't bent, green, or wet. Clean out any dirt with a dry cloth, then push the connector together until it seats fully. Turn the bike off for about 10 seconds and back on. If E21 stays on, it's likely the sensor or cable, which is covered under warranty repair.

Riders must be 16 or older for test rides. A 15-year-old can come along to the test ride but cannot ride.

No. Batteries won't charge below 32 degrees, so a cold garage can keep the battery from charging. Bring the battery inside and charge it at room temperature.

**Gravel paths:** Yes. The Commuter 5 handles packed gravel paths fine. It isn't built for real mountain trails. For those, the Northwind Trail 2 is the better choice. **Bike paths:** It depends on local rules. Some paths limit which e-bike classes are allowed. Check with whoever manages the path before you ride. Class 2 e-bikes are allowed in many places.

**Yes.** The Commuter 5 ships as a Class 2 e-bike, with pedal assist and throttle both up to 20 mph. You can switch it to Class 3 in the Northwind Ride app. **How to switch:** 1. Pair the bike with the Northwind Ride app. 2. Open the app settings and turn on the Class 3 toggle. **What changes in Class 3:** - Pedal assist goes up to 28 mph. - The throttle still stops at 20 mph. The extra speed is only available while you are pedaling. **Things to consider before you leave it in Class 3:** - Some bike paths and towns only allow Class 1 and 2 e-bikes, so check the rules where you plan to ride. - Many riders use Class 3 for longer open-road rides and keep Class 2 for riding around town. You can switch between classes whenever you like.

**Included charger:** The Commuter 5 comes with a 2 amp charger in the box. **Charge time with the included charger (from completely empty):** - 14 Ah battery: about 6 to 7 hours - 20 Ah battery: about 8 to 9 hours Most riders don't run the battery fully empty, so typical charges are shorter. **Faster charger:** A 4 amp fast charger (part NW-CHG-4A) fits the Commuter 5. It is sold separately. It roughly halves the full charge time, and it reaches 80 percent in about two-thirds of the normal time.

The Commuter 5 takes full fenders and lights. A rear rack can be added for a bag or groceries.

**Yes.** The Northwind Commuter 5 has a thumb throttle on the handlebar. Use it to ride up to 20 mph without pedaling. - **Pedal assist:** You can use the throttle together with pedal assist, for example on a big hill. - **Other models:** The Cargo 7 also has a throttle. The Trail 2 has no throttle and is pedal assist only.

**Typical range** - Standard 14 Ah battery: about **35 to 60 miles** per charge. - Optional 20 Ah battery: about **50 to 85 miles** per charge. **What affects range** - Assist level: low assist on flat roads gives the most range. Higher assist levels and heavy throttle use reduce it. - Hills. - Rider and cargo weight. - Temperature: range is lower in cold weather. High assist and hilly routes push your range toward the lower end of the estimate. **Ways to get more range** - Ride at a lower assist level. - Keep tires inflated to 40 to 50 psi. - Carry a second 14 Ah battery (part NW-BAT-48-14) and swap it in when needed. - Consider the optional 20 Ah battery for a longer range per charge.

With the charger that comes with the bike (2 amp), a full charge from empty takes about: - **14 Ah battery (standard):** 6 to 7 hours - **20 Ah battery:** 8 to 9 hours **Quick top-ups:** Charging is fastest at the start. The battery reaches about 80% in roughly two thirds of the full charge time. If you haven't run the battery down to empty, a top-up will be quicker still. Most people charge overnight. You don't need to charge to full every time.

The Commuter 5 ships as a Class 2 bike, meaning pedal assist and throttle both work up to 20 mph.

You pick a service center and a time slot. The ride is about 30 minutes. Bring a photo ID and wear closed-toe shoes.

The Northwind Commuter 5 gives motor assist up to **20 mph** by default. To go faster, switch the bike to **Class 3** in the Northwind Ride app. In Class 3, pedal assist goes up to **28 mph**. - The throttle tops out at 20 mph, even in Class 3. The 28 mph limit applies to pedal assist only. - Check your local rules before switching. Some bike paths only allow bikes that assist up to 20 mph.

The Commuter 5 comes in two frame styles: - **Step-through:** One size. Fits riders about 4'11" to 6'1". It is also easier to get on and off, for example with a bag on the back. - **High-step:** Two sizes. - **Medium:** 5'5" to 5'11" - **Large:** 5'11" to 6'5" **Examples:** - **5'4":** This is just under the high-step medium range, so the step-through is the better choice. - **5'10":** The medium high-step is the recommended size. The step-through also fits at this height. If you are at 5'11", you are at the top of the medium range and the bottom of the large range.

**The Commuter 5 is the better choice for commuting.** - **Built for the road:** It supports fenders and lights, so you can ride in wet weather and low light. - **Carries your things:** You can add a rear rack for a work bag or groceries. - **Handles hills:** It has a throttle to help on steep hills. - **Range:** You can expect about 35 to 60 miles on the standard battery, which covers a daily commute. It is comfortable for around 18 miles a day. The Trail 2 is made for off-road trails and isn't set up for commuting.

Yes. From empty, the standard 2 amp charger takes about 6 to 7 hours on the 14 Ah battery, and about 8 to 9 hours on the 20 Ah battery.

The first tune-up within 60 days of delivery is free at any Northwind service center. Book before the 60 days are up so it is covered.

Book your test ride on the Northwind website. The booking page only lists service centers that have a Commuter 5 available to ride. You can also use the store locator to see which centers are closest to you. **What to know before you go** - A test ride takes about 30 minutes. - Riders must be 16 or older. - Bring a photo ID. - Wear closed-toe shoes. - Staff will walk you through the controls before you ride. **Tip:** Weekends fill up first. For a Saturday, book a few days ahead, or choose a weekday for an easier time of getting a slot.

Just the bike. Bring the key too, in case the service center needs to take the battery off.

**Attach the fenders** - **Front fender:** Bolt it under the fork crown. - **Rear fender:** Bolt it to the frame behind the seat tube. **Attach the struts** - The struts run from the fender down to the threaded eyelets next to each axle, on both sides of the wheel. - Fasten them with the small bolts from the bag. **Adjust and tighten** 1. Put the bolts in loosely at first. 2. Adjust the struts so the fender sits evenly around the tire without touching it. 3. Tighten all the bolts. 4. Spin the wheel and check that nothing rubs.

**Where it mounts:** The rack attaches at four points, all threaded eyelets on the frame: - Two on the seat stays (the thin tubes running from the seat down to the rear wheel) - Two near the rear axle, one on each side **Before you start:** You don't need to remove anything from the bike. **Steps:** 1. Use the M5 bolts that come in the bag with the rack. 2. Start all four bolts loosely by hand. 3. Once all four are in, tighten them snugly. Don't over-tighten, because the eyelets are threaded into the frame. 4. Check that the rear light wire isn't pinched between the rack and the frame.

Route the rear light wire so it is clear of the rack struts and the rack is not pinching it.

The Commuter 5 arrives in a large box, about 85% assembled. You only need to finish a few steps: 1. Attach the handlebar to the stem. 2. Install the front wheel. 3. Screw in the pedals. 4. Mount the front light. 5. Pump up the tires. **Time:** Usually 20 to 30 minutes. **Tools:** You don't need your own. The tools you need are in a small bag in the box, with the manual. **Help:** A step-by-step video is in the Northwind Ride app and on the Northwind website. If you'd rather not do it yourself, a service center can assemble the bike by appointment.

Tighten them snug, not cranked. Going too hard can strip the threads in the frame.

It plugs into the connector under the handlebar. A service center can install it for you if you prefer.

**Report the damage** 1. Keep the box. 2. Take photos of the outside damage to the box and of the damaged parts (for example, a bent fender). 3. Within 7 days of delivery, send the photos by replying to the email the company sends you. Depending on the damage, the company will send replacement parts or a new bike. For a bent fender, it is usually just a new fender. **Can I ride it?** - Check the frame and fork first. If either one is damaged, do not ride the bike. - If only the fender is damaged, you can remove the fender and ride the bike.

Make sure the wheel is fully seated in the dropouts: loosen the axle nuts, push the wheel all the way up into the slots, then retighten with the bike on the ground and spin it. If it still rubs, loosen the two bolts that hold the brake caliper to the frame, squeeze the rear brake lever and hold it to center the caliper on the rotor, then tighten the two bolts while still holding the lever.

A common cause is a brake lever that doesn't spring fully back. Each lever has a sensor that cuts the motor when the brake is pulled, so a lever that stays partly pulled keeps the motor cutting out. Check both levers by pulling and releasing them to see whether they snap back fully. A lever bent slightly by a fall can rub and cause this, and a service center can straighten or swap it. Also check that the battery is seated and locked, since a loose battery can cut power. Motor cutting out on hills when the battery is low is normal.

Range under the advertised 35 to 60 miles is usually caused by riding conditions or bike setup, not a faulty battery. Common causes: - **Cold weather:** Cold can reduce range by 20 to 30 percent because the battery puts out less power when it is cold. - **Low tire pressure:** Low pressure makes the motor work harder. The Commuter 5 should be at 40 to 50 psi, which is printed on the side of the tire. - **High assist level and heavy throttle use:** These drain the battery quickly. Ride in assist 2 most of the time and save higher levels for hills. - **Battery reading accuracy:** Once a month, run the battery down until it is low, then charge it fully. This keeps the battery reading accurate. **If range is still well below expected after a couple of weeks of these changes,** contact support so the battery can be checked.

A red charger light means the battery is charging. Green means either the battery is full or the charger isn't making a connection to the battery. Connect the charger to the wall first, then to the battery, and try a different outlet. Check the battery charge port for grit or debris. If the light stays green at room temperature, the charger is likely faulty and can be replaced under warranty.

**No.** The 20 Ah battery does not fit the Northwind Trail 2. The Trail 2 only takes the 14 Ah battery. The 20 Ah battery is made for newer Commuter 5 frames and the Cargo 7.

No. The Northwind Trail 2 is a Class 1 e-bike with **pedal assist only**, so the motor helps only while you pedal. Assist goes up to 20 mph. The bike is built for trails, dirt and singletrack.

No, the Trail 2 doesn't pair with the app over Bluetooth, but the app can still be used to book a service appointment.

No. The Commuter 5 full fenders won't fit the Trail 2. The Trail 2 uses clip-on fenders instead, part **NW-FND-T2**. They strap onto the down tube and seat post and need no tools to install.

From empty with the charger that came with the bike, about 6 to 7 hours. Reaching about 80 percent takes about two thirds of that, around 4.5 hours.

It is stamped under the bottom bracket, underneath the bike where the pedal arms meet.

Use this height guide for the Northwind Trail 2: | Frame size | Rider height | |---|---| | Small | 5'2" to 5'7" | | Medium | 5'7" to 6'0" | | Large | 6'0" to 6'5" | **Tips** - **5'10"**: Medium is the recommended size. You sit in the middle of its range. - **6'2"**: Large is the right size. - **Exactly 6'0" (between medium and large)**: Choose large if you have long legs, long arms, or like a stretched-out riding position. Otherwise choose medium. - **Under 5'2" (for example, 5'1")**: You fall just below the Trail 2 small's fitting range. The Commuter 5 step-through is an option for shorter riders. - **Overlap at 5'7"**: This height falls in both the small and medium ranges. The answers above do not say which to pick, so check with support if you are at this height.

Registering is not required, but it makes any warranty claim faster. You can register in the Northwind Ride app under My Bikes, then Register, or on the Northwind website.

**What is covered** - **Frame:** 2 years - **Battery, motor, display, charger and other electronics:** 1 year **What is not covered** Wear items are not covered by the warranty because they wear out with normal riding. These include: - Tires - Tubes - Brake pads - Chain - Grips

Book through the Service tab in the Northwind Ride app or on the website. Use the store locator on the site to pick a nearby service center and a time.

Yes. The Trail 2 display has no Bluetooth, but you can still register in the app without connecting the bike. You can also register on the website.

They strap onto the down tube and the seat post. No tools are needed. They can be removed for trail riding.

**Yes, it's normal for the Trail 2 to arrive partly assembled.** It ships about 85% assembled. **What you need to do:** 1. **Handlebar:** It clamps onto the stem. Remove the face plate (four bolts), center the bar, reattach the face plate, and tighten the bolts a little at a time in an X pattern. 2. **Front wheel:** Fit it into the fork so the brake rotor slides between the brake pads, then tighten the axle snugly. 3. **Pedals:** Screw them in. The left pedal threads backwards. 4. **Front light:** Bolt it onto the bracket under the handlebar. 5. **Tires:** Pump them up before riding. **Tools:** A small bag in the box contains the hex keys and a pedal wrench. **Time:** Most people finish in about 20 to 30 minutes. **Video guide:** A step-by-step video is available in the Northwind Ride app and on the Northwind website.

The left pedal threads on backwards, so it is tightened counterclockwise. The pedals are marked L and R on the end of the spindle. The right pedal tightens normally. If a pedal seems to fight you, stop and check that you have the correct side.

Check the display cable connector under the handlebar near the stem. Water washing can knock it loose. If it's half out or wet, unplug it, dry it, and push it back in all the way. Then hold the display power button for three seconds. Avoid spraying directly at the handlebar area when washing. If the battery shows lights but the display stays dark with everything plugged in, contact the company to start a warranty claim.

Make sure the wheel is fully seated in the frame. Loosen the two caliper bolts slightly, squeeze and hold the brake lever, then retighten the bolts so the caliper centers itself. Release the lever and spin the wheel. A tiny remaining tick may be a slightly bent rotor, which usually wears in.

E07 means the bike isn't communicating with the battery, usually because of wet or dirty battery contacts. Remove the battery, dry and clean both sides of the contacts, reinsert it until it clicks, lock it, and turn the bike on. If the error returns, fully charge the battery and try again. If it still shows up, a warranty claim is the next step.

Apply on the **Business** page of the Northwind website. 1. Go to the Business page and submit the application. You only need to provide basic company information. 2. A Northwind representative will reach out to you after your application is received and the account is set up. 3. If your company is tax-exempt, send your tax-exempt certificate before you place an order.

Yes, the rep helps work out the model mix. Many businesses buy some Trail 2 bikes for trails and some Commuter 5 bikes for guests who ride into town.

Yes. Northwind E-Bikes offers business accounts for companies buying **five or more bikes**. Business account benefits include: - **A dedicated rep** who handles your orders - **Invoicing with net 30 terms**, so you don't have to pay up front by card - **Tax-exempt ordering**, if your business qualifies as tax-exempt

Nothing locks and the bike keeps working normally. Once you pass the assist speed limit, the motor simply stops helping. It does not brake or cut out abruptly. You can still go faster using your own power, such as pedaling harder or riding downhill.

**When to replace:** Replace the pads when there is less than about 1 millimeter of pad material left. **Which pads to buy:** Part **NW-BRK-PAD-H** fits every Northwind bike, front and rear.

Use the store locator on the Northwind website to see the closest service centers. They are independent shops Northwind has trained. The Northwind Ride app also shows nearby service centers when you go to book.

You can book online in either of these ways: - **Northwind Ride app:** Open the **Service** tab. - **Northwind website.** Choose a service center and a date and time that work for you. Phone agents can't book service appointments, so you'll need to use the app or website.

Yes. Do about ten firm stops from a moderate speed in a safe spot to bed them in. They may squeal until bedded in, which is normal.

Shipping is free anywhere in the contiguous US.

Take the wheel off, pull out the small retaining pin on the caliper, and the old pads slide out the top. Insert the new pads the same way, then put the pin back in.

Pair from inside the app, not from the phone's Bluetooth settings. If it gets stuck, forget the bike in the phone's Bluetooth settings, close the app, and try pairing again.