Technical Support Procedure
This should be completed and emailed to
[email protected]
The Panda Promise
If you have a problem with setting up any of our products, or a new problem that arises with an
existing product that you have already been using, then we promise to resolve it quickly and to send
you any replacement parts required.
Our full warranty is for between 1 and 2 years from purchase, depending on the product:
 Motors, controller kits and accessories: 1 year
 Batteries: 18 months
 Torque arms: 2 years
However - even up to 3 years we will still provide excellent customer support and help solve any
issues you have by providing fast service, and sending free or discounted replacement parts to help
you get back on the road
Technical support procedure
Whatever your issue, we will follow the procedure below with you. Please be patient and bear with
us, we have been helping customers for more than 5 years and this tried and tested method,
carefully checking information step by step, has been proven to lead to faster results and happier
customers.
To speed up the support process, you can fill in the fields below for each stage and send back to
us. The more fields you can fill out in one go, the faster our service will be.
Step 1 - Order Details
Please tell us about your order information so that we can avoid any misunderstandings
Order Marketplace
Order Reference #
Delivery Address
Future delivery
address (for
replacement parts)
Choose: Website / Ebay / Amazon / Direct invoice
Please confirm your order number:
Please confirm your original delivery address:
Please confirm your required delivery address for replacement parts
(if different to original delivery address)
Step 2 - Confirm items delivered
Please confirm exactly which items that were delivered:
Photo of items
Please copy here, or attach to the email, a photo of the items delivered
Photo of packing
slip
Please take a photo of the packing slip, and also write here the SKU codes for
each item that you received.
Step 3 - Step by Step Fault Checks
Please follow the checks below one by one and send us photos for each step to show the results.
When we identify where the fault is, we will provide a quick solution to fix the problem.
If the fault checks do not apply to your case, please fill out the "Further Information" text box at
the bottom to explain your issue.
Procedure
Details
Example photo
a) Check the
battery voltage
A common reason for a fault is Please attach a photo showing
that the battery is faulty.
your results here - see
example photo already
Please use a multi-meter to
attached.
measure the battery voltage.
Measure between the +ve and Here is an example of a
-ve wires coming from the
battery showing 0V between
battery.
red and yellow battery wires,
this means the battery is
If you don't have one of our faulty.
batteries, it is especially
important to complete this
stage.
Make sure the battery is
turned ON - some batteries
have an ON button or key
turn.
For 36V batteries it should be
42V , for 48V batteries it
should be 54V.
ATTACH PHOTOS AND RESULTS HERE
This photo shows a 48V
battery showing about 54V,
this battery is healthy:
b) Check that the
screen turns on
correctly
Next - you should connect the
controller to the battery (make
sure it is connected the right
way round to the power), and
then plug in the screen only.
Turn on the screen - it should
light up. Please send a photo
to confirm
ATTACH PHOTOS AND RESULTS HERE
If the controller is working,
then the display should turn
on. Send us a photo to
confirm:
c) Check the motor
functionality: 6kph
walk mode
Now, connect just the motor (leave
other parts disconnected).
Ensure the motor cable is connected
correctly with the motor cable.
Press and hold the down button on the
display, the motor should turn slowly at
6kph.
ATTACH PHOTOS AND RESULTS HERE
Send us a short video to show what
happens when you activate the 6kph
walk mode
D) Check the
accessories
If you get this far, then good news! Your kit is working fine, there is just a small
issue with the controller settings, or one of the accessories (PAS or throttle) is not
working and we will replace it.
1) Start by connecting the PAS - activate it manually by hand moving the magnet
disc past the sensor, try both directions.
Remember the easy fit PAS is designed to fit on the left hand side of the bike
If there is a light on the PAS then it should flash.
If the motor does not move, then you just need to alter the PAS setting on the
controller. Check this manual, or ask us to help you
2) Connect throttle and brakes.
You should now connect the throttle and brakes. Try turning the throttle whilst he
motor is still, and also test it after it has started turning with the PAS.
Check that the motor cuts off when you pull the brakes or activate the brake
sensors.
Proceed to step E to confirm the controller settings that could be causing the
issue.
E) Check controller
settings
If you had a problem in step E - then
please record the settings for all the P
and C settings and send to us.
Record your controller settings
P1:
P2:
P3:
P4:
P5:
C1:
C2:
C3:
C4:
C5:
C6:
C7:
C8:
C9:
C10:
C11:
C12:
C13:
C14:
C15:
C16:
C17:
C18:
F) (ECO SYSTEM
ONLY) Check the
wiring
If you have the Panda ECO system, then
please check that the wiring on the
controller, accessories, and motor cable
is right. Compare to our wiring diagram
on the next page.
In particular, if a red wire is matched
with a black wire then this will cause
the controller to burn out
Send close up photos of the motor cables
If any wires are incorrect, let us know
and send a photo close up of each
connection to show us:
Example close up showing the hall
sensor wires
Panda ECO wiring
Further information
Please use this text box to add extra information or explain what issue you are encountering if the
above fault checks do not apply to you. Please attach any relevant photos
Explanation
Relevant Photo