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11. Question & Answer
1. Is there any necessary information need to be included before contacting with Hiboy Support Team?
A: Yes, if you need any support from Hiboy, please contact us at [email protected], and please always include your order number, correct model No., descriptions of
the problem, pictures, and videos that can show details about the issue in the email, thanks.
2. My electric bike can't be turned on, what can I do?
A: First please make sure you are not turning on the electric bike during charging, because for safety consideration, we have set the electric bike can't be turned on
during charging. Second
please make sure the electric bike has been charged for a while to have enough battery to support it can be turned on, otherwise please contact us at support@hi-
boy.com for further support.
3. I can't charge my electric bike, what's the problem?
A: Please note if the electric bike is charging, then the led on the charger will show red color, if the electric bike is fully charged, then the led on the charger will show
green color.
So please help to verify if the charger is defective first: Plug the charger into the socket but not connecting to electric bike, if the charger led is NOT on or it is NOT
green color, then it means the charger is defective.
If the charger is not defective, please contact us at [email protected] for further support.
4. What if the electric bike arrived missing accessory or broken part?
A: Please take a photo and send to Hiboy Support Team's email: [email protected], Hiboy Support Team will reply you soon and send correct accessory or part
replacement.
5. My electric bike is stolen, can you help me?
A: I'm sorry we can't track on the location or serial number of the electric bike, please call the local policeman and ask them for help.
6. I have written several emails to [email protected], but no responses received, why?
A: Our Hiboy Support Team will reply to you within 1 working day, if you didn't receive any reply from us, please also kindly check your spam box, and add support hi-
boy.com
on your whitelist to make sure our reply is not blocked. In addition, you can also contact us on the platform where you purchased the electric bike for example
Amazon chat box, leave message on hiboy.com website, eBay chat box...etc.
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7. Why the speed can't reach 28 mph?
Please make sure you have clicked the power button to set the assit lever to mode 5 on the left of the handlebar and the speed mode to 7s on the right
.After setting the speed mode to 5 and the power mode to 7s and the speed still can't reach 28 mph, then please contact hiboy support team to change
the controller .
In addition, the battery status, rider weight and road situation will also influence the max speed, with enough battery, within 220 lbs weight and ride on
flat road can reach 28 mph speed easily.
8. Why the max distance is lower than advertised max distance?
A: Please note the max distance is measured when it is no wind and at 77°F, the electric bike's fully charged to ride at a even speed of 21 mph (33.8
km/h) on a at surface with a load of 165 pounds (75 kg). The real battery life vary with different factors of the load , humidity , wind speed and operation
habits...etc.
9. Can I ride the electric bike in the rainy days?
A: Kindly note the electric bike waterproof level is IPX4, we don't suggest you to ride it in the rainy days.
10. Is there any caution for storing the electric bike if I need to go out for a long time vacation?
A: Please make sure the electric bike is stored in a dry & cool place, do not put it outdoors for long time, and if the electric bike is expected to be left
idle for more than 30 days, please fully charge the battery, keep in mind to recharge it every 60 days to protect the battery from potential damage which
is beyond limited warranty
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