After-sales Service Support

In order to better serve customers, please fill out the following form to get a faster response. If you have any questions, please contact our online chat support and select "After-sales".

Troubleshooting Now

Please check the trouble shooting video to see if you can fix the problem by yourself, if not, please don't hesitate to contact us.

Troubleshooting Tips

Troubleshooting for Startup Issues
  1. eBike won't start troubleshoot video
  2. eBike display won't turn on troubleshoot video
Error Code Guides
Guidelines for Handling Defective Components
1. For defective hub motors, please provide motor serial number, and a video of the defect. If there is an error code, please include it.

2. For defective mid-drive motors, please provide a video of the defect, and the error code.

3. For defective batteries, please provide battery number, and a video of the defect.

4. For appearance defects and damage to mechanical components, please provide detailed information about the defect and frame serial number.

5. For defective controllers, please provide controller serial number, and any error codes on display if available.
Where can I find the "Frame Serial Number"?
There are several places your ebike's serial number might be located. You can also find the serial number on the sticker on the outside of the box in which your bike was delivered.

 
Please check: 

1.Bottom of the head tube (E-FAT-MN/E-FAT-STEP/E-TORQUE/FAT-HD/FAT-AWD/G30-CARGO/MAX-CARGO/MATE 275/NEW-TRIKE/SPECTER-ST/UHVO)

2.Under the motor (DEFENDER-S/FAT-HS)

3.The back side of the motor (SPECTER-S)

4.The back side of seat tube (D6)
Where can I find the "Battery Serial Number"?
It will be on top of your battery on a sticker.
Where can I find the "Motor Serial Number"?
On the motor housing

If your issue is still unclear or unresolved, please fill out the form below to initiate our after-sales service. Based on the information you provide, we will resolve your issue within a week. If you are unable to provide detailed information, this may affect our resolution speed. Thank you for your support.

Order Form

After-sales Form Submission

Mandatory field - Please provide your order number from Shopify. It typically looks like #1001, #1002, etc. This helps us quickly locate your purchase information. Please enter client order reference
For contact purposes (mandatory field) Please enter your name
For contact purposes (mandatory field) Please enter a valid phone number (8-20 characters, supports +, -, (), spaces)
For contact purposes (mandatory field) Please enter a valid email address
Full shipping address (mandatory field) Please enter your shipping address
If available
Estimated purchase date of the product (mandatory field) Please select an estimate purchase date
Where you purchased the product (mandatory field) Please select a purchase channel
Issue Category * Affected Component * Error Code * Current Mileage * Date Issue First Occurred * Description * Safety Questions Please enter issue description information
Proof of Purchase(Purchase invoice or receipt/registration record/payment record/Sales confirmation from authorized dealer)，issue photo or video, PDF files.....etc
Please upload at least one file