FAQ - Support
How long is the warranty?
The warranty on all of our products purchased from Evolve Skateboards Australia is 12 months from the date of purchase.
How do I claim a warranty?
If you are experiencing any problems with your board or any of our other products, please get in contact with our Tech Support Team via email. Please attach any photographs or videos that can help explain your concern.
How do I make sure I’m eligible for warranty if I bought my board from a retailer or second hand?
Create a customer account on our website and once logged in go to EDIT. From there you can enter your contact and transaction details. Make sure to upload a clear photo of the proof of purchase which was included when the board was newly purchased.
Warranty on second hand boards will be honoured as long as you have the proof of purchase and original purchaser’s details (first and last name and contact number or address). It’s best to run this by us prior to purchasing a second hand board to make sure the warranty is still valid.
How long will my board take to get fixed?
Service and warranty turnaround does depend on current workload, but is usually 3-5 business days from being checked into our system to being completed.
Do you have any service centres outside of the Gold Coast?
We currently do not have any authorised service centres outside of the Gold Coast in QLD, and for any warranty claims the equipment in question must come into our HQ.
What’s the best courier to send my board with?
The best courier company to send your board within Australia is TNT. As electric skateboards contain Dangerous Goods items, we recommend getting in touch with our dispatch team to get assistance in shipping your board safely.
(07) 5593 4999 line 3 or email@example.com
Have you received my board?
We send out a notification once we receive a service board, once the work has been completed and when the invoice has been paid. Please check your emails before contacting our team.
Can I leave my board on charge overnight?
The charger does have an automatic cut-off for when the board is fully charged, however we recommend unplugging them as soon as they are charged as a precaution.
How should I store my board if I’m going away?
The board should be between 40 and 50% charged and stored in a cool dry environment. It’s a good idea to clean the board and make sure no moisture is present before storing it.
How long will my boards battery last before it needs to be replaced?
Lithium Ion batteries can last up to 700-1000 cycles, however capacity will drop over time. Samsung 35e cells have an expected capacity drop of 40% after around 500 cycles. Generally, the batteries will last 2-3 years before significant loss of capacity. All battery life can vary depending on conditions surrounding its use and storage.
Exposing lithium ion batteries to extreme temperatures (high or low) will have an effect on them so try to keep the battery at normal temperatures. Although they shouldn’t develop a charge memory, it is healthy to run the battery down and recharge it opposed to constantly topping the battery up, and if being stored for a period of time, the battery is best left between 40 and 50% charged, leaving them fully charged for a long period of time has the potential to degrade the cells and leaving them empty or really low for a long time has the potential for the battery to drop below a rechargeable level.
What is considered normal wear and tear on wheels?
Wear on wheels can vary depending on their durometer, how they are used, and what sort of surfaces they are used on. A softer or larger wheel will be more prone to chipping due to their construction, and rough, hot or sharp surfaces have the potential to chew into the wheels. If you believe your wheels are wearing irregularly, please contact firstname.lastname@example.org.
I’m not getting the advertised range, what’s going on?
Many factors can affect range such as rider weight, riding style, riding terrain, elevation gain, wheel and gear setup, belt tensions, tyre pressures, bearing condition and even ambient temperature. If you believe your range is uncharacteristically low and have considered all the above mentioned potential causes please contact us at email@example.com.
Why does the switch on my board continually flash?
The switch only has two settings, flash or off, it does not become solid at any point.
Why don’t the motors stop at the same time?
The main factors in this are the resistance from the drivetrain which is usually caused by the belt tensions as it is difficult to get the tensions exactly the same (and isn’t important to have them exact but is healthy to have them similar) but it could also be from the bearings, so make sure to check to see if they all spin freely. The motors stopping at different times usually isn’t something to be concerned about, but can be used to indicate a problem bearing or incorrect belt tensions before they become an issue.
How do I order parts that aren’t on the site?
If you need a part you cannot order through the site, please contact us at firstname.lastname@example.org.
How do I replace the grip on my board?
We recommend following our Youtube tutorial on this.
How do I access the cells/motor/version/triggers screen on my GT’s R2 remote?
- For all extra screens, start by going into ‘More Info’ on the remote, double tap the ‘E’ button, scroll down to the ‘More Info’ screen and then tap the ‘E’ button again to enter it.
- Cells -Then to get into the cells screen, whilst holding in the ‘Up’ button, double tap the ‘E’ button. It should read total voltage, amperage draw and the voltage for 10 individual cells.
- Version/Motor Draw – Double tap the ‘E’ button, then double tap the up button. This should bring you into a new screen, with either V1 or V2 in the bottom right hand corner of the screen. Double tapping the ‘E’ button with change between V1 and V2.
- Trigger screen – Double tap the ON/OFF button, followed by double tapping the down button, twice, for four pushes in total. - This can be a bit fiddly. It will bring up a trigger value screen, this will look something like this:
- Acc Trigger: 2500 (this will be a variable amount depending on how you pull the trigger)
- Brake Trigger: 1300 (this will be a variable amount depending on how you push the trigger)
- Throttle: (This will be a variable amount, but should be between 0 and 50 with no input)
- Change Acc Pol: -
- Set Acc Min: 1300*
- Set Acc Max: 2400*
- Change Brake Pol: +
- Set Brake Min: 1400*
- Set Brake Max: 2500*
*Denotes approximate value.
- For all extra screens, start by going into ‘More Info’ on the remote. To do this, double tap the left button, then go down to ‘More Info’ using the left button again, then click the right button to enter it.
- Cells: Then to get to the cells screen, double tap the right button then press and hold the left button. It should read total voltage, amperage draw and the voltage for 10 individual cells.
- Version/Motor Draw: Next, double tap the right button, then double tap the left button. This should bring you into a new screen, with either V1 or V2 on the screen. Double tapping the right button with change between V1 and V2.
Why won’t my remote pair?
- GT with GT remote: Check to make sure both the board and remote are on, press and hold the left button till the pairing symbol flashes in the top centre of the screen, if it doesn’t then connect and go solid within 2-3 minutes, check the version. Older GT’s from mid 2017 or earlier may pair in V1, anything newer will pair in V2. If they still won’t pair, contact your regional distributor.
- GT with R2 remote: Check to make sure both the board and remote are on, press and hold the ‘UP/MODE 1’ button till the pairing symbol flashes in the top centre of the screen, if it doesn’t then connect and go solid within 2-3 minutes, check the version. Older GT’s from mid 2017 or earlier may pair in V1, anything newer will pair in V2. If they still won’t pair, next step is to try a trigger reset. If they still won’t pair after that, contact your regional distributor.
- Gen 2 board and remote: Check to make sure both the board and remote are on, press the left button and it should initiate pairing, if it doesn’t connect, contact your regional distributor.
- Gen 1 board and remote: Check to make sure both the board and remote are on, press the right button and it should initiate pairing, if it doesn’t connect, contact your regional distributor.
Why won’t my remote change modes/turn off?
- GT Remote: If the remote won’t change modes or turn off, start by checking for any errors that may be on the main screen, if none appear, see if holding the trigger at different points that don’t activate braking or accelerator in case the gimble is damaged and is registering 0 in the wrong place. If this is the case, we recommend replacing the remote. If an error comes up, contact your regional distributor.
- R2 Remote: If the remote won’t change modes or turn off, start by checking for any errors that may be in the ‘More Info’ screen. If there is an error, contact your regional distributor. If there is no error, perform a trigger reset with the board off and this should alleviate the concern.
Why does my remote only turn on when it’s plugged into the charger?
This would generally indicate a fault within the remote, usually related to water damage or extreme temperatures, we recommend contacting your regional distributor.
I have an error Bat Drain/Bat Error/Maintain Bat/Motor Err, what does this mean?
- Batt Drain’ is displayed when the battery voltage drops below threshold for operation. i.e. battery is detected as being depleted. If the motor controller detects the battery as being depleted for any reason, ‘Batt Drain’ may be displayed on the remote screen and you may be unable to change modes. We recommend contacting email@example.com with as much information as you can, such as when it’s occurring and a photo of the cells screen on the remote.
- ‘Batt Err’ displayed on the remote is generally related to communication between the motor controller and BMS via the UART connection. The fault can be triggered if there is broken connection of the UART harness (4 wire harness between BMS and motor controller), or if the BMS is not reading or supplying correct battery cell information. When triggered, speed mode will be limited and performance reduced. We recommend contacting firstname.lastname@example.org with as much information as you can, such as when it’s occurring and a photo of the cells screen on the remote.
- ‘Maintain Batt’ is generally triggered by an imbalance between battery cell voltages. Often the error will only occur under load or after the board has been placed under load, as this is when weaker cells are more likely to drop voltage quicker than others. When an imbalance of usually 0.3V or more is detected between cells, ‘Maintain Batt’ is usually displayed on the remote screen. Speed modes are then limited until power is cycled off and on. If the condition is detected again, the same error will be displayed. We recommend contacting your regional distributor with as much information as you can, such as when it’s occurring and a photo of the cells screen on the remote.
- ‘Motor 1 Err’, ‘Motor 2 Err’ or ‘Motor 1&2 Err’ is generally triggered by a motor or motor controller concern, however a ‘Motor 1 Err’ can occur on ONE boards as they only run a Motor 2 and can be ignored. A ‘Motor 1&2 Err’ can also occur when using an R2 remote if the trigger setting are incorrect as it sends mixed signals to the motor controller, in which case you can perform a trigger reset. If neither of these are the cause, perform a motor diagnostic as per our YouTube video, and/or contact your regional distributor.
Why won’t my board leave SAFE/SLOW/ECO?
If your board/remote is stuck in a certain mode, start by checking for any errors, which will be displayed on the main screen of a GT remote or in ‘More Info’ on an R2 remote. If an error shows up, contact email@example.com or refer above. If it’s an R2 remote not changing modes, and no error is present, go through a trigger reset and test, if the concern persists, contact firstname.lastname@example.org.
My board won’t turn on, what can I do?
A board not turning on can be caused by many factors, if you have been riding aggressively or in hot conditions and the board has turned off and won’t turn back on, it may be the heat protection in the board in which case the board should be left to cool down then it should turn back on. The battery could also be depleted, in which case charging the board should allow you to turn it back on. If it’s neither of these, you can check all the connections internally following our YouTube videos or contact email@example.com.
My motor works when I’m not on the board, but when I’m on the board, it spins but doesn’t go anywhere, what can I do?
If the silver shaft is slipping within the housing, so the black/gold housing spins but the cog and belt don't, you can loosen the four 2mm grub screws on the non-drive side of the motor, apply a thread-locker to them such as Loctite, and then put them back in as tight as possible without damaging the screw or allen key. This should alleviate your concern and should be a permanent fix, if it reoccurs or doesn’t alleviate your concern, contact firstname.lastname@example.org.
What is the difference between V1 and V2 on the R2 remote?
Depending on the age of the board it could pair in V1 or V2, as we have evolved over time the technology we use for connections has as well. Boards from mid 2017 or earlier with the original motor controller may pair in V1, boards after that should pair in V2. An R2 remote will pair with any GT board, some GT remotes may need to be updated or backdated to suit certain boards and this is beyond the difference of V1 and V2, if your GT remote won’t pair in either version, contact email@example.com with your ‘Product ID’ of the board, this can be found in ‘More Info’ on a remote when connected to a board.