Have these details ready

• Bike model and, if known, its version or purchase year.
• Order number, retailer, purchase date, and proof of purchase.
• Frame serial number or a clear label photo. Use the model and serial-number guide; if the label cannot be found, provide the order number instead.
• Display model and a photo showing the complete screen and any error code.
• A short description of what happens, when it began, and whether it followed assembly, a fall, rain, storage, or a settings change.

Useful photos and video

Include the whole bike, the affected part, and a close-up of any damaged or loose connection. For charging issues, include battery and charger labels and the charger's indicator-light behavior. A short video can help show an intermittent display issue or noise, but do not ride, operate the motor, or repeat an unsafe fault just to film it.

Send the request

Submit a Jupiter Bike service request or use the contact page. For a purchase from another retailer, keep its order details available as well. See the warranty FAQ for coverage information.

Do not send passwords or payment-card details. Do not open a battery pack, remove safety devices, or ship a battery until support provides instructions.