HELP CENTER.
Below you’ll find answers to some of the most common questions, many of which you can resolve on your own! After selecting the section you need help with, use the dropdown menus to find a solution or to open a case with the support team.
search for your problem & find a solution!
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TORP USER MANUALS.
User manuals are essential for the proper installation and functioning of Torp Products. Find all manuals in one place.
SURRON LIGHT BEE
Click on the links below for download.
CONTROLLERS:
MOTORS:
Talaria MX3/MX4
Click on the links below for download.
CONTROLLERS:
SURRON ULTRA BEE
Click on the links below for download.
CONTROLLERS:
MOTORS:
TORP ACCESORIES
Click on the links below for download.
ORDERS & SHIPPING.
This section covers common questions about shipping, order status, tracking, and invoices. Browse the issues below and use the dropdown menus to find a solution.
DHL import tax
If you have received a message from DHL requesting payment for import tax, please be aware that these fees are your responsibility, as you are not a resident of the European Union. This tax is paid directly to your country. This information is noted on our webshop, see this link.
Did this help? If not, contact us here.
Tracking number not working
If your tracking number is not working, it may not have been activated yet. The tracking will become active once the delivery service picks up your package, which usually happens the next day. If the order was placed on Friday or over the weekend, the tracking will be activated on Monday.
Did this help? If not, contact us here.
order status
On Hold: This status means we are waiting for your payment to be confirmed and visible in our bank account. Once the payment is received, the status will be updated.
Processing: Your payment has been received, and your order is now being prepared for shipment. Once the delivery service picks up your package, you will receive an automatic email with the tracking number, and the status of your order will change to “Completed.”
Completed: You have received your tracking number by email. You will enjoy your first power ride soon!
Did this help? If not, contact us here.
Currency and taxes
All prices displayed in the Torp webshop are listed in euros, excluding VAT. EU residents will be charged VAT at the applicable rate based on their location during the checkout process. EU-based businesses can deduct VAT by providing a valid VAT number at checkout.
Customers residing outside the EU are not subject to VAT; however, they may be required to pay import taxes or duties upon the arrival of their package in their respective country.
Did this help? If not, contact us here.
Payment methods
At checkout, you can choose from three payment methods:
– PayPal: Payment is processed instantly.
– Credit Card: Payment is processed instantly.
– Direct Bank Transfer: You will receive a Proforma invoice via email with our banking details. Please use this information to complete an ‘international payment’ through your bank. It may take several days for the payment to be reflected in our account.
For customers outside the EU, we recommend selecting PayPal or Credit Card for a faster and more efficient payment process.
Did this help? If not, contact us here.
Warranty Policy
Torp Company warrants Torp Controllers and Motors to be free from defects in workmanship and materials, under normal use and conditions, for a period of 2 years from the original invoice date.
The warranty does not cover damage to a product resulting from:
-negligence, improper installation, or improper use.
-not following installation manuals and installation videos provided by Torp d.o.o.
-using tools, that are not part of the original product`s packaging.
-not using a functional fuse or a circuit breaker.
-unauthorized modification, miswiring, or testing of the product.
-using the product in combination with motors, batteries, or other components that are not supported by Torp d.o.o..
-water-ingress caused by not using the dielectric grease, power-washing, or riding in water.
-natural disaster.
Other instances not covered by 2-year Warranty:
-Theft or loss of the product.
-Surface scratches that do not affect the functioning of the product.
-Any legal implications regarding the use of our product in your country.
How to initiate a warranty process?
To initiate the Warranty claim, you must contact the technical support team through the contact form.
It is essential to provide the technical support team with the following information:
-Serial number of the controller (written on the silver sticker on the side of the controller, on the 5th screen of the app, or on the original box).
-Invoice
-Detailed description of the problem including photos and videos (if applicable).
To ensure we can assist you promptly, please provide all the required information listed above. If any details are missing, our support team may be unable to open your case.
Our technical team will respond to your inquiry as promptly as possible during our office hours (Monday-Friday, 8AM-5PM CET) to assist you with troubleshooting. It is necessary to follow their direction and provide additional information, including photos and videos if needed. If you choose not to follow the guidance provided by our support team, we may be unable to resolve your warranty claim.
Silver sticker
On the side of each Torp controller box and on the controller itself, you’ll find a silver sticker displaying essential identification details:
– Serial Number,
– Bluetooth Password,
– Bluetooth Name,
– Model,
– Hardware Version.
You’ll need the Bluetooth password and Bluetooth name to connect your controller to the Torp App, and the serial number to access support from the Torp team.
Please ensure that you do not remove the sticker from the controller, and keep this information securely stored.
Installation & setup.
Find solutions for the most common issues that aperar during the installation and calibration of Torp controllers.
SECTION 1: Controller calibration.
“Calibration not finished” / “Detection failed."
- STEP 1: Make sure you choose the correct motor in the Torp app calibration wizard on the 5th screen
- STEP 2: Try to recalibrate the controller with another phone
- STEP 3: Follow the connections troubleshoot manual
- STEP 4: If this does not resolve the issue, please reach out to us using the support form. To help us assist you more effectively, make sure to include the following:
– A screen recording of the entire calibration process.
– A video demonstrating how the wheel spins during calibration.
– The make and model of your phone, along with the version of the operating system installed.
– Clear photos of the following connectors:
– The motor connectors
– The controller connectors
– The 9-pin connector on the Torp wiring
– The motor’s 6-pin connector, with visible wire colors.
Detect FAULT: HALL SENSOR
- STEP 1: Calibrate the controller on the 5th screen in the Torp app
- STEP 2: If the calibration didn’t help, reach out through the support form. Make sure to attach the following video:
– Go to the 5th screen in the Torp app, start video screen recording, and click on “Diagnostics”. Record a video while turning the rear wheel by hand so technicians can see how Hall 1, Hall 2, and Hall 3 readings change.
“Calibrating encoder (3/3) detection failed.”
- STEP 1: Make sure to restart the controller after receiving this message.
- STEP 2: Check if the 6-pin connector coming from the motor is properly connected, check if the pins are okay, and reconnect the connector.
- STEP 3: Go to the Diagnostics on the 5th screen in the Torp app, and spin the rear wheel by hand. If the values “A:1, B:1, I:1” are constantly the same and not changing to 0, follow the connection’s troubleshoot manual.
If that didn’t help, determine if the issue is with the encoder.
- STEP 1: Go to the calibration and perform it multiple times. If you notice different values for the “offset” during each calibration, this may indicate a problem.
- STEP 2: Open the motor side cover to reach the encoder PCB, and check for any signs of water corrosion on the encoder PCB.
- STEP 3: If you haven’t solved the issue, reach out through the support form. Make sure to include test results from the following video.
“Calibrating hall (3/3) detection failed.”
- STEP 1: Make sure to restart the controller after receiving this message.
- STEP 2: Check if the 6-pin connector coming from the motor is properly connected, check if the pins are okay, and reconnect the connector.
- STEP 3: Go to the Diagnostics on the 5th screen in the Torp app, and spin the rear wheel by hand. If the values “H1:1, H2:1, H3:1” are constantly the same and not changing to 0, follow the connection’s troubleshoot manual.
- STEP 4: If that didn’t help, determine if the issue is with the Hall sensor:
– STEP 4.1.:Go to the calibration and perform it multiple times.
– STEP 4.2.: If you notice different values for the “offset” during each calibration, this may indicate a problem.
– STEP 4.3.: Open the motor side cover to reach the hall PCB, and check for any signs of water corrosion on the hall PCB.
– STEP 4.4.: If you haven’t solved the issue, reach out to the support. Make sure to include test results from the following video.
section 2: Throttle calibration.
“Nonlinearity (throttle signal spike) has been detected”
Some stock throttles may have voltage spikes. If the controller detects and corrects a spike, you will see this notification. If you still notice unusual throttle behavior do the following:
- STEP 1: Go to the Advanced screen in the Torp app.
- STEP 2: Keep the throttle voltage maximum as set during calibration, and manually adjust the throttle voltage minimum to 0.6 or 0.7V.
- STEP 3: For more details, check out our FB post here.
- STEP 4: In case this doesn’t help, the throttle may be faulty so we recommend that you try another throttle, before reaching out to the support team here.
“throttle is not correctly calibrated” for Domino throttle users
Domino throttle users can get the “throttle is not correctly calibrated” error on startup.
The Domino throttle consumes slightly more current than a standard throttle. To fix this do the following:
- STEP 1: Go to the 5th screen of the Torp app > Advanced > Throttle voltage min – set 0.21V manually.
- STEP 2: If you haven’t solved the issue, reach out through the support form here, and make sure to include a video of the throttle calibration wizard.
Thumb throttle calibration
- STEP 1: Make sure that the thumb throttle is properly installed as per the installation manual and that the connector is pushed in all the way.
- STEP 2: Go to the 4th screen in the Torp app – see Peripherals and increase the amperes for the Thumb regen.
- STEP 3: If you’re experiencing weak regen when riding at high speeds, make sure to increase Battery regen. You can find this setting in the Additional settings in the Torp app under 4th screen. This setting has to be compatible with your battery, as setting it too high may trigger the BMS to shut down.
- STEP 4: If the installation guidelines and regen app settings didn’t help reach out to the support. Make sure to attach a video of the whole thumb throttle calibration process and photos of how it’s connected.
section 3: COMMON PROBLEMS.
Controller not responding
No Bluetooth connection, a blown fuse, the bike is hard to push, the controller not powering on (the green light on the controller is not lit)
Please follow the Controller Fault Diagnosis manual.
Resolving Error Codes on the Display
| ERROR | CODE (KMH / MPH) |
| overcurrent | 2 / 1 |
| motor over temperature | 6 / 3 |
| over voltage | 7 / 4 |
| under voltage | 9 / 5 |
undervoltage
- When the BMS cuts off the current because the battery current setting in the controller is higher than in the BMS. Decrease the battery amperes until the error is resolved.
- Due to regen settings, try lowering the battery regen (you can find it in the additional settings on the 4th screen).
- When the Circuit Breaker is disconnected.
- If the battery wires or connectors are not properly connected, causing a large voltage drop. Check all connections for damage and ensure they are securely plugged in.
overvoltage
Overvoltage error is not connected to the controller and it could be caused by excessive regeneration when the battery is almost fully charged. Decrease the battery regen, you can find it on the Additional settings in the 4th screen of the Torp app.
Motor over temperature error
This issue could be due to selecting the wrong temperature sensor or calibrating the incorrect motor. Make sure to select the correct motor in the calibration wizard on the 5th screen of the Torp app.
If the problem persists, it may indicate a faulty temperature sensor. To ensure it’s working properly, follow this video, and reach out to the support form here.
Overcurrent
Error 51 - no hall sensor
- STEP 1: Calibrate the controller on the 5th screen in the Torp app
- STEP 2: If the calibration didn’t help, reach out to the support form here. Make sure to attach the following video: Go to the diagnostics screen in the Torp app. Record a video while turning the wheel by hand so technicians can see Hall 1, Hall 2, and Hall 3 readings.
No bluetooth / Torp app connection
- STEP 1:
– Turn Airplane mode on and off
– Check if you allowed all permissions to the Torp app, including location
– Try connecting with another phone
– Make sure that the green light on the controller is lit
- STEP 2:
If this didn’t help, or there’s no green light on the controller, please follow the Controller Fault Diagnosis manual.
*If you have an Ultra Bee, proceed to STEP 3 before reaching out to our technicians.
- STEP 3:
If you are experiencing continuous connect and disconnect issues (video) in the Torp app on the Ultra Bee, and you have a display installed, try disabling the GPS module to reduce the load on the 12V system. You can find it on the battery cover, under the plastic piece we marked in a photo below:
- STEP 4:
If any of the above didn’t help, reach out to our support team here.
BATTERY.
Battery compatibility, communication with stock BMS and battery settings. Find the solution to your problem here.
What maximum battery voltage does the Torp controller accept?
The TC1000 is compatible with the batteries that don’t exceed 92,4V fully charged. The TC500 is compatible with the 72V batteries nominal (84V when fully charged).
“Cut off Undervoltage” - Choosing the right battery type in the Torp app
Make sure to select the correct battery type that matches your setup.
For example, if you have a stock Sur-Ron or Ultra Bee battery but choose the “60V aftermarket” option instead of the “Stock” type in the Torp app, you will lose communication with the BMS and experience “undervoltage” cut offs due to drawing too many amps from the battery.
Always select the correct battery type. If you’re looking for more power, we recommend upgrading to a higher voltage battery.
BMS Overcurrent fault
This error occurs if the controller is consuming more current than the BMS allows. If you have a stock BMS, it can also happen due to poor-quality communication with the BMS. Please restart the bike.
- STEP 1: Lower the battery amperes in the Torp app for 10A, or until the issue stops occurring.
- STEP 2: If this didn’t help, go for a ride with your phone connected to the controller. The app must be opened on the first screen, running in the foreground. Please don’t lock your screen. Once the problem appears, send us the riding log (you can find it on the 5th screen in the App), reach out to the support form here.
Battery communication issue
!!! ONLY FOR TALARIA USERS !!!
Currently, the Torp controllers can not communicate with the stock Talaria batteries produced by SCUD POWER BATTERY EUROPE OFFICE. You can learn more about it here.
ONLY FOR SURRON USERS:
- STEP 1: The 3-pin battery communication with two wires on the Torp wiring is not properly connected, please see the photo below to make sure it’s properly installed:
- STEP 2: There may be a loose connection between the battery wiring and the 3-pin communication connector, inspect the wiring.
- STEP 3: If you see the “No communication with BMS” error after connecting the Torp display, it may be due to an incorrect baud rate setting. Follow the instructions in the Torp Color Display manual here and the Torp Display manual here to adjust the baud rate for your bike (see last page). If this doesn’t help, reach out to the support team here.
Talaria - Installation of an 72V aftermarket battery
In case you have a newer version controller – TC500 HW 1.8 or above, and TC1000 1.3 or above, you can proceed with the battery installation.
In case you have an older version of the Torp controller, you have to modify the Torp main wiring harness. Please note that with this setup, the stock display will no longer function, and communication with the stock battery will be lost. It’s best to make this switch only when you no longer intend to use the stock battery. Please find the instruction manual here.
Aftermarket battery features & State of charge
The information such as cell info and temperature are linked to BMS communication, so with the aftermarket battery, these will be missing. You will still have information regarding voltage and amps. State of charge (SOC) is also shown, but the information is only approximate. The algorithm computes the SOC percentage using data from the battery cells. The accuracy of this percentage depends on the specific type of battery cell used, as different batteries have varying characteristics. The SOC readings may differ by up to 10-20%.
For now, you can look at the volts directly on the battery display, and in the BMS app. We plan to expand our support to include a wider variety of cell types in the future.
INSTALLATION INSTRUCTIONS FOR CIRCUIT BREAKER ON QS8 WIRING
Not using the circuit breaker goes against all safety standards. A circuit breaker is a safety device that protects both you and your bike.
It is really easy to install it onto the QS8 wiring. For the video showing the installation process click here.
Some battery manufacturers are supplying QS8 connectors with the fuse. If the fuse is directly on the controller terminal, you should move it further away from the controller, as shown here:
For additional guidance, contact the battery manufacturer.
Is TC1000 controller compatible with a stock 60V battery?
The TC1000 controller is compatible with a whole range of batteries:
- stock 60V battery
- custom 60V battery,
- custom 66V battery,
- custom 72V battery
- custom 80V 22S battery (92,4V when fully charged).
Power or Top speed loss.
Not going fast enough or lacking power? Learn more…
speed
- STEP 1: Make sure you’re not in “Stock” mode. Stock mode is designed to limit the bike to stock power output. You can check this on the display or on the first screen of the Torp app. To turn it off, hold the “M” button on the Torp display for 6 seconds, or tap the “STOCK” text on the first screen of the Torp app. In the future, use a short tap on the “M” button to switch modes instead of holding it. To learn more about stock mode (activation, deactivation, and customization) please see this manual.
- STEP 2: Please use a third-party app to measure GPS speed and compare it to the data shown in the Torp app, to check if you set the wheel and sprockets settings correctly. In case the app shows the incorrect speed, you can adjust it by using the sprocket ratio and wheel diameter settings in the Torp app.
- STEP 3: If your setup is correct, note that speed depends on factors like sprocket and wheel size, rider weight, bike setup, condition of the setup, and terrain. To go faster, you can install a smaller sprocket, a larger wheel, switch to a higher voltage battery, or increase the field weakening current in the Torp app. Learn more by joining the TORP COMMUNITY FACEBOOK GROUP and checking this post.
power
- STEP 1: Make sure you’re not in “Stock” mode. Stock mode is designed to limit the bike to stock power output. You can check this on the display or on the first screen of the Torp app. To turn it off, hold the “M” button on the Torp display for 6 seconds, or tap the “STOCK” text on the first screen of the Torp app. In the future, use a short tap on the “M” button to switch modes instead of holding it. To learn more about stock mode (activation, deactivation, and customization) please see this manual.
- STEP 2: Start by connecting to the Torp app and checking the first screen for any error messages when the issue occurs. Once you diagnose the issue, you can browse the issues from the help center, and use the dropdown menus to find a solution. In case you don’t find an answer, the dropdowns will direct you to our support form for help from our technicians.
Torp display.
Find out how to use the Torp display and how to resolve most common issues.
No Torp display found
In case the display is not responding after firmware update and no display version is showing on the last screen of the display.
TALARIA USERS
- STEP 1: Unplug the white 9-pin connector on Torp wiring harness shown below:
- STEP 2: After, update the Torp display again on the 5th screen of the Torp app. Check the display version on the last screen of the display itself. In case it is smaller than 1.0 (usually 0.6), perform the display update again.
SURRON USERS
- STEP 1: Disconnect the stock display, and update the Torp display once more on the 5th screen of the Torp app.
- STEP 2: Check the display version on the last screen of the display itself. In case it is smaller than 1.0 (usually 0.6), perform the display update again.
If the issue persists either on a Talaria, or a SurRon bike, fill out the support form here. Make sure to include the following test: Check the 12V connection (GND + 12V) using a multimeter. The pins you have to measure voltage between are shown in the picture below:
No communication with BMS
If you see the “No communication with BMS” error after connecting the Torp display, it may be due to an incorrect baud rate setting. Follow the instructions in the Torp Color Display manual here and the Torp Display manual here to adjust the baud rate for your bike (please see last page). If this didn’t help, reach out to the support team here for help from our technicians.
Having only one mode available / !!stock!! mode
Make sure you’re not in “Stock” mode. Stock mode is designed to limit the bike to stock power output. You can check this on the display or on the first screen of the Torp app. To turn it off, hold the “M” button on the Torp display for 6 seconds, or tap the “STOCK” text on the first screen of the Torp app. In the future, use a short tap on the “M” button to switch modes instead of holding it.
To learn more about stock mode (activation, deactivation, and customization) please see this manual. If it didn’t help, reach out to the support form here for help from our technicians.
Having only two modes available, or issues with switching between modes
To set up the Torp Display, navigate to the 4th screen of the Torp app > Peripherals > Mode Button and select Torp Display.
1.1. If you have a Torp Display, you need to unlock the 3 modes in the Display Settings on the display itself. Please see the manual on how to set it up for the Torp display here, and for Torp color display here.
1.2. If you don’t have a Torp Display, you automatically have access to all 3 modes, and you can switch between them by clicking on the Mode name on the first screen of the Torp app.
If this doesn’t help, reach out to the support team here.
motors.
Which motors are Torp controllers compatible with? How to resolve wrong temperature readings? Read below…
compatibility
Torp controllers are currently compatible with the following motors:
– SurRon Light Bee / Segway X260
– SurRon Ultra Bee
– TM25
– TM50 / TM50Pro
– TM40
– Talaria MX3 / MX4
– Sotion 13kw/16kw (Hall/Encoder)
– Sotion for Talaria 12kW (Hall/Encoder)
Motor over temperature warning
You can do the following to avoid the motor over temperature in the future:
- Decrease the motor current setting in the Torp app.
- Decrease the Field weakening amperes setting in the Torp app.
- Upgrade to an aftermarket motor. For more information on Torp motors visit our website.
Motor temp limit / motor temperature is 99 + Error “hall disconnected”
The issue is most probably in the wiring. To understand where it lies follow this manual. In case these connections appear fine, please reach out to our support here.
Motor over temp warning / Wrong motor temperature / Motor temperature jumping / Motor temperature sensor warning
The problem is in the wiring, or the motor temperature sensor. Follow this video. If this didn’t help, reach out through the support form here for help from our technicians.