Support is easier when you can identify the bike, explain the issue, and share useful evidence without searching through old messages.
Build the file while everything is working.
Keep these core records
- Order confirmation and purchase date.
- Exact model, version, and purchase region.
- Photos of labels and the bike as received.
- Current product-page screenshot.
- Correct model manual.
- Delivery/unboxing media.
- Maintenance and parts records.
- Support emails and written compatibility confirmations.
EKX’s User Guides page currently provides model manuals. Save the guide that matches your exact bike, not a generic or adjacent-model document.
Create an issue record before contacting support
When something needs attention, capture:
- Date and concise description.
- What happened immediately before the issue.
- Clear photos and short video where useful.
- Model/version and order information.
- Any visible part number or connector detail.
- Steps already taken—without guessing or modifying safety-related components.
Do not continue using equipment with visible battery, cable, connector, brake, or structural damage. Follow the exact manual and seek official or qualified help where appropriate.
Keep the request specific
A useful message states the exact model, describes one issue, attaches clear evidence, and asks one concrete question. For example:
“I own a [model/version] purchased on [date]. The issue is [brief description]. Attached are the order record, photos/video, and part-label image. Please confirm the recommended next step and whether you need any additional information.”
EKX’s warranty policy states that photos or video are required before a part replacement decision. This supports diagnosis; it does not guarantee coverage or a particular outcome.
FAQ
Can a support file guarantee warranty approval?
No. It helps provide the information needed for review.
What should I photograph?
The whole bike, relevant labels, the affected area, and the part/connector where safe and appropriate.
Should I buy a replacement part before support responds?
For electrical, braking, battery, structural, or model-specific parts, seek written compatibility confirmation first.
