Customer Battery Troubleshooting and Safety Guide

Use this guide for a battery that will not charge, will not power the vehicle, cuts out under load, or appears to provide reduced range.

Never open a battery enclosure or attempt an internal battery repair.

Stop Immediately for a Safety Warning

Stop using or charging the battery for swelling, smoke, hissing, leaking, strong unusual odor, severe heat, melted or scorched connectors, impact or puncture damage, water intrusion, or repeated sparking.

Keep people and combustible materials clear when safe. Do not reconnect or repeatedly test a visibly damaged battery.

1. Confirm the Correct Charger

• Confirm the charger matches the battery voltage.
• Confirm the plug matches the charge port.
• Inspect the cable and plug for damage.
• Verify the wall outlet works.

Do not use an incompatible charger.

2. Inspect External Connections

With the vehicle powered off, inspect the battery connector, vehicle-side connector, charge port, charger plug, pins, mounting, cables, and insulation.

Look for bent or pushed-back pins, debris, corrosion, looseness, discoloration, heat damage, or melted plastic. Do not reconnect a heat-damaged connector.

3. Record Charger-Light Behavior

1. Record the LED before connection.
2. Record it immediately after connection.
3. Record it after the expected charging period.
4. Include a clear charger-label photo.

A small single snap can be normal inrush current. Repeated sparking, a loud pop, burning odor, or visible damage is not normal.

4. Confirm Battery and Vehicle Operation

Confirm battery seating, switch/key position, display operation, warnings, and whether the issue occurs constantly or only during acceleration.

Do not repeatedly reconnect the battery if the controller or wiring may have a short circuit.

Cutout Under Acceleration

Possible causes include low charge, voltage sag, loose high-current connections, heat damage, battery protection, excessive current demand, cell imbalance, or a vehicle-side fault.

Record resting battery level/voltage, loaded voltage if safely visible, rider weight, terrain, riding mode, temperature, and recent tuning or gearing changes.

Reduced Range

Range is affected by rider weight, speed, hills, tire pressure, terrain, temperature, gearing, tuning, battery age, wind, and payload. Display percentage can fall under load and recover afterward.

ANT BMS Batteries

Include screenshots of total pack voltage, cell-group voltages, temperatures, warnings, cycle count, and charge/discharge status. Do not change BMS settings unless instructed by E&C or the manufacturer.

What to Send Support

• Order number, model, battery voltage, and serial number
• Battery and charger label photos
• Charger LED video
• Connector photos
• Storage history, battery age, and mileage
• Crash, water, or heat exposure
• Description of when the problem occurs
• ANT BMS screenshots when applicable

Submit a support request