Unresponsive Motor - Step 4: Motor Malfunction

If you have not yet found the cause of your unresponsive motor by this step, you may have a malfunctioning motor. Please take a detailed video that includes everything in the checklist below and follow our Streamable Guide to upload the video and generate a direct link to send us:

• Steamable Guide for Computers
• Streamable Guide for Smartphones

Video Submission Check List

Please film all the following in ONE continuous and unedited video.

• A 3-second shot of the motor's Serial Number, which can be found engraved on the outer shell of the hub motor.
• A 3-second shot of the LCD that shows the bike is turned on and active. 
• A shot showing the brake inhibitors are unplugged. 
• A shot showing the bike leaning on its kickstand, with the rear wheel off the ground, and the throttle not engaging the motor.
• A shot of the bike still leaning on its kickstand and its rear wheel off the ground, show that the walk-assist mode does not engage the motor.
• A shot of the bike still leaning on its kickstand and its rear wheel off the ground, show that the pedal-assist is not working by hand-pedalling while the PAS is set to 3 or higher. Please also include a shot of the PAS level on the LCD for this step.

After uploading the video and generating a direct link to the video by following our Streamable guide, please submit a ticket by following the How to Submit a Warranty Claim or Start a Ticket for Assistance guide. 

If you have any questions or are unsure about any of the steps, please contact us by email at [e-mail]. Please be sure to include your order number, name, and a detailed description of the issue.