What to Include in Your Support RequestUpdated 3 hours ago

Clear information helps Ridewave understand a fault, repair need or replacement-part request without unnecessary back-and-forth. Whether your product is within its written warranty period or not, please use the Warranty Claim & Repair Request form and include the details below.

Start with the product details

Please provide:

• your order number or proof of purchase;
• the model and colour, plus the serial number if it is easy to access;
• the name and email address used for the order;
• when the issue started and whether it happens every time or only in particular conditions;
• what you have already checked or tried; and
• any impact, water exposure, recent transport, service, repair or modification that may be relevant.

If the product was purchased from an authorised local dealer, let us know which dealer. The dealer should usually be your first contact and can coordinate with Ridewave where needed.

Match the evidence to the issue

### Motor, pedal-assist or throttle

Send a short stationary video showing the display switched on, the selected assist level and what happens when the issue occurs. Include any error code and explain whether the brake light remains active. Never film while riding or place a phone near moving wheels or chain.

### Battery or charging

Send a clear photo of the battery label, charger label and charging port, plus a short video showing the original or approved charger connected. Include the charger-indicator light before and after connection.

Do not charge or use a battery or charger that is swollen, cracked, punctured, wet, leaking, unusually hot, smoking or has a strong burning smell. Keep clear of the item and follow the emergency guidance in the Troubleshooting & Maintenance category.

### Display, light or other electrical component

Send a video of a normal switch-on attempt, clear photos of the display or affected component, and a close-up of any warning or error code. Do not remove screws, open housings or unplug hidden connectors simply to take photos.

### Brakes, gears, wheels, frame or accessory

Start with one wide photo showing the full product or accessory in context, then add close-ups from more than one angle. A brief stationary video is useful for movement, rubbing or noise. Do not ride if the frame, wheel, brakes, steering or folding mechanism may be unsafe.

Before arranging work

If you want Ridewave to assess a possible warranty issue or third-party repair cost, wait for written approval before authorising the work. Routine servicing, such as a puncture repair, chain lubrication, brake adjustment or gear tune, can normally be booked directly with a suitable bike shop.

Need help?

Submit the Warranty Claim & Repair Request form. If uploading evidence is difficult, contact Ridewave, call +61 468 095 888, or email [email protected].