Troubleshooting

Most scooter issues might be adjusted/fixed remotely to save you time and money by using troubleshooting guides below.
However, it is hard to pinpoint the issue without inspecting the scooter. This guide is not an instruction for any purchase.
If you are unable to diagnose the issue, please fill out a service request and our tech team would assist you further.
(Additional costs might apply if shipping is involved. See FAQ)
Please note that EcoReco does not offer refund for spare parts ordered for troubleshooting purposes.
EcoReco tests all outbound spare parts and does not cover the costs of any wrong purchase or any consequences of self-repairs.
For more details and company policies, please see FAQ and Service Request under the Support tab.

Q 1. My scooter dash does not turn on.

Please make sure the battery is fully charged and press the power button for at least 3 seconds to turn the scooter on.
If you still can't turn on the throttle/dashboard unit, check the following to identify the malfunction parts: 

Ans 1.1 Visually check throttle unit

Visually check any obvious damage of the throttle unit.
If it's damaged, you can order the replacement and replace by following this video.

Ans 1.2 Visually check all connectors to ensure good contacts between throttle and battery.

Visually check any obvious teared/pinched wires, loose connectors or broken pieces along the throttle unit, signal wires to the battery.  
Please remove the foot deck using a hex driver (Allen key). It is the same size as the standard IKEA furniture tool.
Check the connectors labeled "throttle" and "display" as well.
Make sure all the connector pins are not loose/ fell-off, you could just insert it completely and glue it or tie it with zip tip to fix them in position if needed.
If the signal wire is damaged, you can order the replacement and replace by following this video and these instructions (PDF).

Ans 1.3 Check battery

Please remove the foot deck using a hex driver (Allen key). It is the same size as the standard IKEA furniture tool.

Q 1.3.1 Do you have an access to multi-meter or voltage-meter?

Ans 1.3.1.1 No, I don't have any tool to check the battery 

Please fill out the Service Form and prepare to ship the scooter or the battery/throttle back for inspection.

Ans 1.3.1.2 Yes, I am a proud geek!

Please measure the voltage of the battery by following these instructions (PDF).

Q 1.3.1.2 Is the voltage 34-40 volts for S/M series? or 44-50 volts for L5/L5+? 

Ans 1.3.1.2.1 No, the voltage is much lower.

The battery can't provide sufficient voltage to power the unit. Please expect to buy at least a replacement battery in order to repair the unit.

Ans 1.3.1.2.2 Yes. The voltage seems to be normal.

Even if the battery voltage is normal, the BMS (battery management system) might still not function normally.
The troubleshooting is not conclusive at this point. See other questions to see if you can identify the issue.

If you can't find the issue, please fill out the Service Form and prepare to ship the scooter or the battery/throttle back for inspection.

Q 1.3.2 Do you have an access to another scooter of the same model?

Ans 1.3.2.1 No, I don't have any access to another battery or scooter

Please fill out the Service Form and prepare to ship the scooter or the battery/throttle back for inspection.

Ans 1.3.2.2 Yes, I own anther unit of the exact same model

You can swap out parts and do A-B testing to isolate the malfunction parts.
Once you get the right replacement part on our website and swap it, it should solve the problem.

Q 2. My scooter can't run/accelerate at all.

Q 2. Is the scooter dash on?

Ans 2.1 No. 

Make sure the battery is fully charged. Press the power button for at least 3 seconds to turn the scooter on.
The throttle unit, the battery, or the throttle signal wire might be malfunctioned. Please see Q1 for details.

Ans 2.2 Yes. 

Q 2.2 did you try kick-starting the scooter?

Ans 2.2.1 No.

The scooter has a safe-start feature that requires you to kick-start the scooter in order for the motor to run. Please try kick-starting again.
You can read the basic operation instructions in the owner's manuals.

Ans 2.2.2 Yes.

Q 2.2.2 Did you always rest your left hand on the brake? Or accidentally pull it?

Ans 2.2.2.1 Yes.

You might accidentally trigger the throttle over-ride by pulling the brake and prevent the throttle signal from going through.

Ans 2.2.2.2 No.

Check the brake sensor by following these instructions (PDF) to make sure it's working properly. Get a replacement if needed.

If you still can't operate/accelerate the scooter, there might be a malfunction component in the electronic system (throttle, battery, motor controller, motor/rear wheel, wires and connections, check the followings and see if it applies to you: 

Case 2.2.2.2.1  I don't have any access to another scooter of the same model nor any parts. I am not technical inclined.

Please fill out the Service Form and prepare to ship the scooter back for inspection.

Case 2.2.2.2.2 Yes, I own anther unit of the exact same model. Or I can do some more advanced troubleshooting.

You can swap out parts and do A-B testing to isolate the malfunction parts.
Once you get the right replacement part on our website and swap it, it should solve the problem.

Case 2.2.2.2.3 Check the battery 

Please remove the foot deck using a hex driver (Allen key). It is the same size as the standard IKEA furniture tool.

Do you have an access to multi-meter or voltage-meter?

No, I don't have any tool to check the battery 

Please fill out the Service Form and prepare to ship the scooter or the battery/throttle back for inspection.

Yes, I am a proud geek!

Please measure the voltage of the battery by following these instructions (PDF).

Is the voltage 34-40 volts for S/M series? or 44-50 volts for L5/L5+? 

No, the voltage is much lower.

The battery can't provide sufficient voltage to power the unit. Please expect to buy at least a replacement battery in order to repair the unit.

Yes. The voltage seems to be normal.

Even if the battery voltage is normal, the BMS (battery management system) might still not function normally.
The troubleshooting is not conclusive at this point. See other questions to see if you can identify the issue.

If you can't find the issue, please fill out the Service Form and prepare to ship the scooter back for inspection.

For a M battery, is either fuse blown?

For a M scooter, you can check the battery fuses by following these instructions.
If any of the fuse is melt, get the replacement from our website and replace it. Check again.

Case 2.2.2.2.4 Check the motor controller 

Check the motor controller connections by following these instructions.

The controller might be malfunctioned. If you has another working controller, you can replace the controller and try again.

(Fill out the Service Form if you can't find any sign of malfunction.

Case 2.2.2.2.5 Check the motor/ rear wheel 

Check the motor to see if it's connected or function properly. If you have the motor/rear wheel replacement part, you can replace it by following these instructions

Case 2.2.2.2.6 Check the throttle

Visually check any obvious damage of the throttle unit.
If it's damaged, you can order the replacement and replace by following this video.

Case 2.2.2.2.7 Check all connections

Visually check any obvious teared/pinched wires, loose connectors or broken pieces along the throttle unit, signal wires to the battery.  
Make sure all the connector pins are not loose/ fell-off, you could just insert it completely and glue it or tie it with zip tip to fix them in position if needed.
If the signal wire is damaged, you can order the replacement and replace by following this video and these instructions (PDF).

If you have tried everything above and it still doesn't work, please fill out the Service Form or contact Customer Service at customer.service@ecorecoscooter.com.

Q 3. My scooter can run but it behaves weirdly

Q 3.1  There are some clicking sounds coming from the front wheel. What should I do?

You can put the folded scooter on a chair. Visually check the front wheel and use your hand to rotate the wheel

Q 3.1.1 Does the wheel touch the front fender?

Ans 3.1.1.1 Yes. The front wheel is scratching the front fender while rotating

Adjust the fender position by untightening/tightening the fender holding screws.
Check if the suspensions are bent. If yes, get the replacement parts from our website and swap out by following this video.

Ans 3.1.1.2 No. The sound is there even if I remove the fender completely.

Check if the bearing of the front wheel is still intact. If it is damaged, you can buy a front wheel replacement and install it by following this video.

Q 3.2  How can I reduce the back-and-forth "play" of the vertical stem which has developed over time? 

There is a nut at the end of the securing latch which you can access from the bottom of the folding. Tighten it so there is no "play" of the handlebars.
It is a continuous adjustment. You will be able to find a sweet spot to prevent it from shaking and still not too tight to fold.
It is our patented design.

Q 3.3 As I pull the throttle trigger, the scooter runs but then the rear wheel stutters or stops. What should I do?

Check the motor to see if it's connected or function properly. It is likely the Hall sensor is malfunctioned.
If you have the motor/rear wheel replacement part, you can replace it by following these instructions (PDF).

Please fill out the Service Form if you would like further asssistance.

Q 3.4 I heard some grinding sounds from the rear wheel. What can be the reason?

Please check to see if the brake plate is intact by following this video instructions.
If the brake shoe is broken, get the spare parts and replace it.

Q 4. My scooter does not charge or has charging issues.


A charging issue could be due to the battery, the charger or the connection between those two such as the charging port and wires.

Adjust the plugs, make sure all the connections are secure in place.

Does the charger LED lit up when it is plugged in to the scooter and the wall? 

No

You may need a new charger.

Yes.

Is there any loose connector?

Visually check the charging port and connectors. Replace it if any is damaged.
Does it solve the charging issue?

Yes. 

Great. If it is a battery issue, it would cost a lot.

No.

Is it a M scooter? 

Yes

Check the battery fuses by following these instructions.
Buy the fuses on the website and replace the "charge" fuse if needed.

If it doesn't solve the issue, please fill out the Service Form for more assistance. Most likely a battery replacement is needed.

No

Please fill out the Service Form. Most likely a battery replacement is needed. You can also change the battery yourself by following these instructions (PDF).

Q 5. The position pin that holds T-bar in place fell off.

You can get the replacement parts on our website.
 
Check out and follow the instructions (PDF) here to install the parts.
 
You can also fill out the Service Form and send the scooter back for tune up/ repair (additional costs apply)

A friendly reminder:
Please make sure to tighten the hand-adjustable nut on top of the stem before riding.
Some of our customers tend to skip that for convenience. As a result, the stress of all the bumping of the rider’s upper body falls on the position pin, which is designed to hold the position not to hold weight, and It would cause the pin/spring to break over time.

Q 6. The Battery Indicator on the dash does not show the correct battery level. What should I do?

This might happen after you store the scooter for a long period of time.

To recalibrate the dash unit is very simple.

Just ride the scooter until it automatically shuts off and charge the scooter for 5-6 straight hours (or to ensure full charge).

By doing so, you re-calibrate the BMS about the 0-100% of the battery capacity and it should give you 5 bars afterward.

Q 7. Where can I find the instructions to do basic replacements of parts?

You can find a huge library of videos showing how to perform basic maintenance, adjustments, replacements, repairs on the tech section of our youtube channel.
Also feel free to fill out the Service Form and email customer.service@ecorecoscooter.com when you have any question.