How to Help Us Help You

Our support team is committed to resolving your concern as quickly as possible. Providing the right information when submitting your ticket helps us reduce back-and-forth communication and get to a solution faster.

🔧 Reporting a Technical Issue

If you're experiencing a problem with your bike, kit, battery, controller, motor, or other component, please include the following:

Helpful Information to Submit

✅ A short video showing the issue or behavior you are experiencing - up to 30 seconds

NOTE: When demonstrating any abnormal behavior, only a short demonstration is required, please do not send a 30 second clip of the abnormal behavior as you may damage other components

✅ Photos of all powertrain connections so our team can perform a visual inspection, including:

• Display connection
• On/Off switch connection
• Throttle connection
• Main harness connections
• Controller connections
• Motor phase wire connections
• Any other relevant wiring or components

Why We Ask

Many issues can be diagnosed by reviewing connection photos and observing the behavior in a video. This often allows us to identify the root cause without requiring additional troubleshooting steps.

📦 Missing Item

If you believe an item is missing from your order, please provide the following:

Helpful Information to Submit

✅ Photos of all items you have already received

✅ Photos of the packaging

✅ Photos of all shipping labels attached to the package

Why We Ask

This helps our team verify what was shipped, identify whether multiple shipments were involved, and determine if an item was omitted or is still in transit.

🚚 Shipping Damage

If your package arrived damaged, please provide the following as soon as possible after delivery:

Helpful Information to Submit

✅ Photos of the package as it arrived

✅ Photos of the shipping box from multiple angles

✅ Photos of any visible damage to the product

✅ Photos of any damage to the packaging materials

Why We Ask

Shipping damage claims often require documentation showing both the damaged product and the condition of the package upon arrival. Providing these photos immediately helps us work with the carrier and resolve the issue more quickly.

💡 Tips for Faster Support

• Submit clear, well-lit photos
• Upload videos whenever possible
• Include your order number
• Provide as much detail as possible about the issue

The more information provided upfront, the faster our team can review your ticket and work toward a resolution.

Electro & Company
Ready to Rip. 🚀