Quick answer: Gather your exact e-bike model, purchase details, a clear description of the problem and relevant photos. Record any warning exactly as it appears, explain when the issue started, and use the correct seller or manufacturer support channel. You do not need to diagnose the failed component before asking for help.
This guide helps you turn “my e-bike is not working” into a useful first message. It covers information gathering and communication, rather than electrical repair or a decision about whether a particular fault is covered by warranty.
Put safety before photographs or troubleshooting
If you suspect a battery is damaged, do not keep using or charging it to reproduce the problem. Warning signs can include unusual heat, swelling, leaking, noises or smells. If there is smoke or fire, get to safety and contact your local emergency service; do not stay to film it for a support request. The UK government's e-cycle battery guidance explains these warning signs. Do not open a battery pack or electrical enclosure to obtain a photograph.
Likewise, do not ride to recreate a suspected braking, steering or structural problem. Describe what you already observed and ask for the next safe step. A useful report does not require you to put yourself or anyone else at risk.
1. Identify the bicycle and the purchase
Start with your order confirmation or receipt. Copy the full model name rather than relying on a shortened name or the appearance of a similar bike. The TTGO user-manual page, for example, lists C3, C3 SE and C3 Pro separately. Use the manual for your actual model.
The TTGO contact form asks for details including the e-bike model, purchase channel, order number and purchase date. Having these ready helps you complete the request consistently.
| Information | What to prepare |
|---|---|
| Exact model | The full name from your order or model documentation, plus the relevant variant. |
| Purchase | Seller or platform, order reference and purchase date. |
| Location | Your country and a reliable way for the support team to reply privately. |
| Identification | A frame or component serial number if requested and safely accessible; do not guess its location. |
| Existing case | A previous case reference and earlier instructions, if the issue has already been reported. |
If something is unavailable, say so. A missing receipt or unreadable label should be described honestly rather than replaced with a guess. Send identifying details through the verified support channel, not in a public comment or social-media photograph.
2. Describe observations, not a diagnosis
“The motor is broken” is a conclusion. “The display turns on, but I noticed no assistance during the last ride” describes an observation. The second kind of description gives the support team something concrete to investigate without assuming which part failed.
Write a short sequence covering what was normal before, when you first noticed the issue and what is happening now. Mention whether it happens every time or intermittently. Include relevant events you already know about, such as delivery damage, a fall, transport or a recent adjustment, without assuming that they caused the problem.
If the display shows a code or message, record its exact characters and the model of the bike. Do not translate it using a different brand's code list, and do not erase the evidence with an unrequested reset. Note any checks you have already completed and where those instructions came from.
3. Choose photos that answer a question
Start with existing evidence and only take new pictures when it is safe. Park the bicycle securely and keep the camera still. A clear image of the relevant area is more useful than many nearly identical photos with no explanation.
- Whole bicycle: helps identify the model and where a visible issue is located.
- Visible detail: show the affected external area clearly, with a wider view for context if needed.
- Display or message: capture an existing warning if it is safely visible. Some problems have no displayed code; simply say that.
- External label: include it if support requests it and it can be photographed without dismantling anything.
Use descriptive filenames such as “whole-bike” and “display-message”, and explain what each image shows. Avoid revealing unrelated payment information, home addresses or other people's faces. A short video can help describe an already occurring symptom only when recording it is safe; do not ride with a phone in your hand or deliberately repeat a hazardous fault.
4. Use the correct TTGO support route
TTGO lists service@ttgoebike.com as its after-sales address on the official contact page. For supporting photos, email that address with your exact model and order reference, if available.
For manufacturer warranty handling, TTGO's published policy directs official-website purchases to its contact page, and authorised-dealer purchases through the relevant dealer or platform. Check the route for your own purchase. Do not return the bicycle or a component without first obtaining the required approval and instructions.
Before ordering replacement parts or arranging paid work, ask who should carry out the next step and whether any approval is needed. This is a guide to the published support process, not a promise about claim acceptance, costs or response time.
A message checklist you can copy
Add your own details under the following headings. Leave unknown information marked “not available” and explain why; there is no need to invent a diagnosis or a code.
Subject: Support request — exact e-bike model and brief symptom
Model and variant:
Order reference, seller and purchase date:
Country:What I observed:
When I first noticed it:
Every time or intermittent:
Exact message or code, if any:Relevant recent events:
Checks already completed and whose instructions I followed:
Photos or video attached, with a short description:My question: Please confirm the next safe step and any information, inspection or approval you need from me.
This is a reporting template, not a test procedure. If the bicycle or battery may be unsafe, say so at the start of the message and do not wait for an email reply in an emergency.
Keep the exact model in view
The TTGO C3 (HZ-28ST) is an example of why a full model name helps: it identifies a specific product rather than a broad family name. Check your own order and the correct manual instead of choosing the closest-looking photograph. The product pictured here is an identification example, not a report of a fault.
For everyday care after a technical issue is resolved, return to the manual for your exact model and the instructions given for your particular support case.
Frequently asked questions
What if I cannot find my order number?
Check the confirmation email or the account you used with the seller. If you still cannot find it, give the seller and approximate purchase date, explain what is missing, and ask what alternative evidence the team needs.
What if the problem has stopped for now?
Explain that it is intermittent and send the observations, dates and existing evidence you have. Do not force the problem to happen again for a video.
Should I buy a replacement part before contacting support?
Ask for confirmation of the diagnosis, exact part and next step first. A symptom alone does not establish compatibility or whether a purchase, repair or return will be approved.
Keep one case record: save your original message, attachments, any case number and the replies. When support asks a follow-up question, answer it in the existing conversation where practical so that the earlier information remains together.
Open TTGO's official contact page to prepare your request.
Contact routes and sources checked on 29 September 2026. Images include TTGO product photography and AI-generated planning illustrations; they do not show a real customer case or a diagnosed fault.
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