What Photos or Videos Are Needed for an EcoHive Support Claim?
A practical evidence checklist for scooter warranty and support claims, including charger, display, app, damage, and symptom videos.
Clear photos and short videos help support understand what is happening. They also reduce back-and-forth when a scooter has a charging, app, display, shipping, or first-ride issue. This guide does not expand warranty coverage. EcoHive's 30-day warranty covers electronic components only. Tires, cosmetic wear, normal wear, user damage, crash damage, water damage, misuse, and consumables are not covered.
Always include
- Order number.
- Scooter brand and model.
- Your contact email.
- A clear description of what happened.
- When the issue started.
- Whether the scooter was shipped, picked up locally, or transported afterward.
Photos to include
- Full scooter from both sides.
- Display/dashboard while powered on.
- Any error code or warning icon.
- Charger brick label.
- Charger connector.
- Charge port close-up.
- Tire/brake/stem area if the issue involves ride feel or safety.
- Packaging photos if the item arrived damaged.
- Serial number or VIN label when relevant and safe to share with support.
Videos to include
- Startup behavior.
- App pairing or binding attempt.
- Charging behavior and charger light.
- Brake lever feel or wheel movement if safe to show.
- The sound or vibration you are reporting.
Keep videos short and safe. Do not ride while filming.
When to stop using the scooter
Stop and contact support if the scooter has battery heat, smoke, odor, charging-port damage, brake failure, loose stem/latch, sudden power loss, or repeated error codes.