Frequently Asked Questions
1. How many kinds of shared scooters/ebikes do you have? We have TS10 shared scooter, S20 shared ebike; S20 is 20inch; The 26-inch shared ebike S26 is rolling out soon.
2. What is the waterproof rating of the controller and battery? IP56 for the vehicle; IPX7 for the battery.
3. When the scooter is turned off and locked, what is the status of the wheels? The Fitrider shared escooter is equipped with a vibration alarm. If a user moves the scooter without scanning to unlock, the vehicle emits an alarm, the motor generates reverse force, and it becomes difficult to move the scooter. This alarm continues until the user stops moving the scooter. Meanwhile, the iVelo e-bike has an electronic motor lock that prevents the user from moving it.
4. Do you provide the app and backend software? No. You need to develop your own APP and backend or outsourcing. If you need the white label APP, we can recommend some software teams. We don’t want to be a reseller of app and backend. We are a escooter/ebike manufacturer, not a software company. We think we should only do what we are good at.
5. What is your MOQ for the shared scooter and the shared ebike? For the TS10 shared scooter, no MOQ, but if your order quantity is less than 100pcs, we cannot customize the scooter color for you, we can only provide black scooters without any brand logo. For the S20 or S26 shared ebike, the MOQ depends on the frame inventory. If we have sufficient stock, there is no MOQ. If we don’t have enough stock, further discussion will be needed based on the order situation. Each case will be handled individually.
6. Can I customize the frame with our colour and logo？ For bulk orders,we can paint the ebike frame or scooter pole with your logo. The MOQ is 100pcs. If you also want us to paint the scooter baseboard(deck), the MOQ is 300pcs.
7. Can I design the scooter footmats, and can you customize it for me? You can design your own footmats in any pattern and color. But the MOQ for footmats is 500pcs. If your order quantity of scooters is less than 500, then you need to buy the additional footmats; for example, if you only order 100 scooters, the footmats used for 100 scooters will be paid by Fitrider, and the cost of another 400 additional footmats needs to be paid by you.
8. Can you design and print the QR codes tags for me? Yes, we can design and print the QR codes for you for free.
9. How many spare batteries do I need to purchase? We recommend a ratio of 2:1 for scooters or ebikes to spare batteries. For example, if you order 100 scooters, you should consider ordering a minimum of 50 spare batteries.
10. What is the lead time for 300-500 scooters? About 35-45days.
11. What is your payment terms? For sample,100% T/T, or you can also pay with a credit card; for bulk order, 50% T/T as down payment, 50% T/T before shipment.
12. Who is your IoT supplier? Our IoT was developed by ourseleves. The fourth-generation IoT system integrates 4G, GPS, SIM card slot, triaxial gyroscope, and buzzer, supporting QR code/NFC, Intelligent Lock, and Geo-fence features, based on MQTT protocol, ensuring exceptional reliability.
13. Can I only order your scooters or ebikes and specify a third-party IoT? Yes. We will collaborate with your IoT supplier to open our controller protocol.
14. If we want to update IoT firmware, how do we do it? Our IoT system enables remote OTA upgrades and allows customers to modify IoT configurations independently.
15. In the later stages of operation, if I want to change the server, how can I do it? First way, you can directly modify the server by sending commands, please refer to our IoT protocol; second way, you can use the “USB to serial port” tool we provide for free and use the cfg software to make modifications. Both methods are relatively convenient and efficient.
16. Aproximatelly how much data the communication module consumes during typical month? At least 30M
17. If I want to test the sample, do I need to send you a simcard? For sample, you don’t have to send your simcards to us. You need to tell us your server information(IP Or Domain, port, username, password) and the simcard APN.
18. If my server isn’t ready, but I want to test the samples quickly, how can I solve this problem? If your server isn’t ready, we can initially configure the samples to operate on our own server. You can use our test server for the time being, and this service is free. Once your server is ready, you can easily modify the IoT server configuration yourself.
19. For bulk order, do I need to send you all the SIM cards? It is up to you. If your sim card is a roaming card, you’d better send them to us. We can test the connection in China, and we help you install the SIM card, which will save you a lot of time. If your sim card is not a roaming card, we cannot test the connection in China, but we will use our own sim cards to test the connection. Of course, we can also install the SIM cards for you. When you receive the scooters, all you need to do is activate these SIM cards.
20. Does each battery has a unique key? For your bulk oder, all the keys are the same. But your keys cannot unlock another customer’s batteries.
21. Do you have the charging dock or electronic chain locks? Yes, we have.
22. What is the average lifespan of the battery? In general, lithium-ion batteries have a cycle life of around 600-700 charge-discharge cycles. After this point, the battery’s capacity typically reduces to approximately 60-70%.
1. How does the charging station work?
From the user’s perspective,When the user scans the QR code(on the scooter) to unlock the scooter, the scooter will automatically unlock from the station and power on. After unlocking, the user only needs to pull out the scooter.When the charging port of the scooter enters the charging dock of the station, The charging station will detect the scooter, then automatically lock the scooter and charge it.
2. Can this charging station be used for personal electric scooters or electric bicycles?
No. Our charging station is specially designed for our shared scooter/bike, which is controlled by it.
3. If I want to run a rental business using TS10 electric scooters and Charging station in a closed park, and I do not have my own app, is it feasible for users to unlock them through an RFID card?
Support. We have encountered similar cases before. However, we do not have the control board and card reader for the RFID card. You will need to develop these features yourself. We can provide access to the protocol between the controller and the IoT, as well as the protocol between the IoT and the charging station.
4. Is this a universal charging station?
No. The core components of our charging station are designed according to the dimensions of our product pole, exclusive private model. We cannot mount it on other products, and there are also limitations related to angles, voltage, internal wiring, communication protocols, and other factors.
5. Can you customize the charging station for personal electric scooter or electric bicycle?
No. Our existing charging station is not suitable for retrofitting as personal scooter charging station. It is not difficult to make a charging station for personal scooters – all that is required is to make a metal cabin with a built-in charger and run the charging cable out of the cabin, and add a lock to secure the vehicle. However, our company does not have plans to design similar products. If you have a large order, you can discuss your ideas with us in depth, and we have the ability to help you realize it.
6. Can you customize the charging station for my own shared escooter or shared ebike?
Yes, but the MOQ is 300pcs. We have customized charging stations for other customer. We can redesign the charging dock according to the dimensions of your scooter pole, and make the new mold, you need to pay the mold fee.
7. You only sent me the scooter iot protocol file,can you also send me the charging station protocol(API)?
We only have one protocol file. The protocol for scooter iot is applicable to charging station. If you have checked the protocol, you should know that {“a”:1} is the unlock/power on command. If the scooter is locked by the station, when you send {“a”:1} command, you can unlock the scooter from the charging station and power on the scooter at the same time.
8. You said that the station is compatible with both TS10 shared scooter and S20/S26 shared ebike. Is the iot protocol the same for shared scooters and shared ebikes?
Yes, same. Our scooters and ebikes use the same iot.
9. When the user intends to return the scooter to the charging station, the chargingstation is fully loaded and the user is unable to return the scooter, how to solve theproblem?
The iot firmware supports this feature: Users can end the ride without returning thescooter to the charging station. However, it is up to you to decide whether your appwill open this permission to users. Also, whether you allow the user to end the rideanywhere, or return the scooter in the dedicated scooter parking area set up next tothe charging station, depends on your operation mode.
10. The material of the upright housing is iron, can I choose stainless steel?
Yes, stainless steel is optional, but it costs a little more, and the MOQ is 300pcs.
11. Can you customize the charging station with my color & logo?
For bulk orders, we can paint the charging station according to the Pantone colornumber you provide, but we strongly discourage painting, because it is not suitablefor outdoor installation, and users may scratch the charging station and make themless aesthetically pleasing. The default color of the charging station is white, powdercoating process. Its advantage is wear-resistant and scratch-resistant, suitable foroutdoor use. We think it’s better to make logo stickers without changing the defaultcolor. If you really want to customize the color, we can do it, maybe you need to payextra cost. We have to do powder coating first, then bake paint.
12. If I will mount the charging stations on the street, how do they get the power supply?
You need to discuss this issue with the local city administration or power supplydepartment and get permission. If you want to mount the charging stations at a hotel,you need to discuss it with the hotel property.
13. Can you help me install the charging stations?
Sorry,we cannot. We don’t have an overseas construction team. You can hire localworkers to help you install, which is not difficult. Of course, you also need to hire anelectrician.
14. How do we mount charging stations on the ground and fix them?
There are 6 screw holes on the base of each charging dock for mounting bolts. Youneed to select the appropriate bolts based on the type of ground. As a manufacturer,we are not sure which kind of ground you intend to mount the charging station on,and we are not sure whether you will do secondary construction on the installation platform, so we do not provide bolts.
15. How many charging stations can be installed on one installation platform?
The number is up to you. The charging dock is scalable. You can connect them byparallel circuit, you can add a master switch;Or you can make a separate power supply for each charging dock.
16. How to route or wire the power line of the charging station?
The power lines can be buried under the ground, or laid out on the ground. Either way, you need to hide and protect the wires, such as wrapping the wires with a hose.
17. Do I need to install some safety devices for the charging station?
Maybe you need to install circuit breakers and lightning protection devices for the station. You can discuss this issue with your electrician. In addition, it is necessary to place a small fire station next to the charging station.
18. What is the floor area of the charging station?
This depends on the number of charging docks you want to install, you can refer to the dimensions of the upright housing to calculate. We recommend setting the width between the upright housings to 30-40cm.
19. Do you offer any additional products, such as sunshades, streaming screens, or billboards, etc.?
No. You can purchase locally or find other more specialized vendors. We do not want to be a reseller.
20. Can I use solar power for my charging stations?
I am not sure. You should talk to a solar power expert. You will need to calculate the number of solar panels required based on the power consumption of charging stations. Standby:1W; Locking & Charging:135W.
21. If I bring the scooter back to my base, can I charge the scooter without a charging
station?
Yes,you can,the scooter comes with charger. The standard TS10 scooter has two charging ports, one on the scooter neck and the other one on the battery pack. But for scooters that use charging stations, you know we need mount a charging port on the scooter pole. The charging port on the scooter pole will occupy the connection cable from the controller to the charging port on the neck, which means that the charging port on the neck will not be available. If you bring the scooter back to base, you can only remove the battery to charge.
1. What is the waterproof rating of the escooter and battery?
IP56 for the scooter,IPX7 for the battery.
2. Is the battery of the scooter replaceable?
Yes. It is replaceable battery with lock.
3. Can you add a seat on the T3 scooter?
Sorry, no. For the scooter with seat, you can consider our T3S scooter.
4. Is the T3S seat detachable?
Yes.You can remove it.And It’s foldable.
5. Is it possible to change the speed limit on a scooter?
We can lift the speed limit, the maximum speed is 30km/h.
6. What material is the footboard of T3S scooter?
The material of the T3S footboard is maple wood, and below the maple wood is the aluminum alloy deck of the frame.
7. What is your MOQ for the electric scooter?
For the T3 and T3S scooter, no MOQ, but if your order quantity is less than 100pcs, we cannot customize the scooter color for you, we can only provide black scooters without any brand logo.
8. Can I customize the frame with our colour and logo.
For bulk orders,we can paint the ebike frame or scooter pole with your logo. The MOQ is 100pcs. If you also want us to paint the scooter baseboard(deck), the MOQ is 300pcs.
9. Can I design the scooter footmats, and can you customize it for me?
You can design your own footmats in any pattern and color. But the MOQ for footmats is 500pcs. If your order quantity of scooters is less than 500, then you need to buy the additional footmats; for example, if you only order 100 scooters, the footmats used for 100 scooters will be paid by Fitrider, and the cost of another 400 additional footmats needs to be paid by you.
10. Can you print user manuals with my logo on them?
No problem, but we only have the English version. If you need other languages, you’ll have to do the translations yourself. Also, the minimum order for user manuals is 100 copies.
11. How many speed modes does T3 or T3S scooter has?
They have three speed model L1,L2,L3. L1(Low-speed mode): 12km/h; L2(Middle-speed mode): 18km/h; L3(High-speed mode): 25km/h.
12. If we need L3 = max. 15km/h…, what will then be max speed for L2 and L1 ?
It is up to you. As long as the speeds of L1 and L2 are lower than those of L3, any speed can be set. we could have L2 max set to 10km/h and L1 max 6km/h.
13. Does your scooter come with an app?
Yes. For Android users, you can search for “Fitrider” in the Google Play and download the App; For iOS users, you can search for “Fitrider” in the App store and download the App.
14. Can the app be used to lock the scooter?
Yes, by tapping “lock” on the app, you can lock the scooter’s motor, causing a reverse force that prevents you from pushing the scooter forward.
15. What is the lead time for 300-500 scooters?
About 35-45days.
16. What is your payment terms?
For sample,100% T/T, or you can also pay with a credit card; for bulk order, 50% T/T as down payment, 50% T/T before shipment.
Failure to follow these safety guidelines may result in fire, electric shock, or damage to the battery. Please read and understand the manufacturer’s instructions before charging the lithium-ion battery.
- Do not attempt to charge your escooter or ebike if the charger or the power outlet is wet.
- Never charge your battery inside your house.
- Never leave your escooter or ebike unattended while it is charging. If you must leave the house or go to sleep while your battery is charging, be sure to unplug them first.
- As with any electronic device, the manufacturer suggests that users use a surge protector when charging to help protect your escooter or ebike from damage due to power surges and voltage spikes.
- Always charge the battery in a well-ventilated area.
- Do not charge the battery near heat sources or in direct sunlight.
- Charging should be conducted at a temperature between 32-104° F (0-40°C). Do not charge the battery at temperatures outside the stated limits.
- Only use the original supplied charger, pay attention to the battery type, and the applicable voltage of the charger. Do not mix chargers between bikes.
- Never overcharge your rechargeable battery; only recharge them for the amount of time specified by the manufacturer.
- Watch where you charge your escooter or ebike. It should be away from flammable surfaces that can easily catch fire in case the battery malfunctions. This includes things like paper, fabric, and vinyl wood. If possible, try charging the battery in a fire-safe charging bag.
- During charging operations, it is normal for a healthy battery to be slightly warm. However,if you notice the battery becoming excessively hot, releasing smoke, or emitting a smell, immediately disconnect it from the power source. These signs could indicate that the battery is overheating and could potentially catch fire.
- Do not charge badly bruised or deformed batteries.Before each charging, check whether the battery has been hit violently and whether the battery case is deformed.
- Do not use sharp objects to Pierce the battery, do not throw and impact the battery.
- Do not disassemble or solder the battery without permission.
- Do not use an unspecified or uncertified charger to charge the battery.
- When the battery is charged, discharged or packaged, the reverse connection of positive and negative electrodes will lead to overcharge or overdischarge, which will cause the battery to fail seriously or even explode.
The following are some specific warnings for shared mobility operators:
- Since the e-scooter is exposed to sunlight and extreme temperatures (hot and cold) for a long time, it may shorten the battery life and cause other potential safety risks. We strongly suggest replacing a batch of new batteries every 6-8 months, and recycling the old batteries for environmental protection. Disposal the discarded batteries safely and properly, and do not put them into fire or water. Even if the batteries still work after 8 months, you should retire them.
- Do not use wood and other flammable materials to build the charging rack. It should be away from flammable surfaces that can easily catch fire in case the battery malfunctions. This includes things like paper, fabric, and vinyl wood. If possible, we strongly suggest customers to purchase or make explosion-proof cabinets so that each battery can be charged separately.
- Do not store the fully charged battery with charging battery.
- Due to the large amount of batteries, we recommend not to store too many batteries in one warehouse. It is better to store the batteries in multiple warehouses. In case of fire or battery deflagration accident, the loss can be controlled to a minimum in this way.
- Do not store batteries of other brands together with our batteries.
- Charging process must be on duty, do not charge when unattended at night;
- When the temperature of warehouse is below 4℃ or higher than 40 ℃, please turn on the air conditioning in the warehouse to charge the battery; When the temperature is below -20℃, please do not continue to operate the scooter, and timely recycle the battery to the warehouse for storage.
Battery Pack Maintenance
- When used at room temperature(70° F[22℃ ])the battery range and performance is at its best;whereas using it at temperatures below 32° F(0℃)can decrease range and performance.Typically, at-4° F(-20℃) range can be half that of the same battery at 70° F(22℃).Battery range will recover when temperature rises. Do not ride when the ambient temperature is outside the machine operation temperature(14-104° F[-10-40℃]）．
- It is strictly forbidden to place the battery in fire,water,and acid or alkaline liquid.
- Do not disassemble or solder the battery without permission;Do not pierce the battery;Do not throw and impact the battery; Do not insert metal objects into the charging port to avoid short-circuit.
- Keep the battery away from heat sources such as fire/heaters. Do not use/storage the batteries at above 122° F(50℃), such as in direct sunlight, which can cause overheating, ignition and failure of function.
- Should any leakage or other abnormalities (including breakage, emission of odd smell or smoke,discoloration,deforms,overheating,etc.), stop using the product immediately and prevent the battery from contacting other objects.
- If your battery catches fire or smokes, if the fire is small and manageable, the best way to extinguish it is by using a standard ABC or BC dry chemical fire extinguisher. These extinguishers can be found at most hardware stores. If you do not have a Class B fire extinguisher, you can try to smother the fire with sand, or dirt, but only attempt this if you are formally trained in basic fire fighting techniques.
Storage
– Do not store the battery at temperatures outside the stated limits(-4-122° F[-20-50℃]).
– Do not store your battery in a humid environment.
– Typically, a fully charged battery should retain charge for 120-180 days in Standby Mode. A low-power battery should retain charge for 30-60 days in Standby Mode. Remember to charge the battery at least once every two months. Completely draining the battery may cause permanent damage to the battery. Electronics inside the battery record the charge-discharge conditton of the battery, damage caused by over-discharge or under-discharge will not be covered by the Limited Warranty.
User Responsibility
Recycling old/discarded batteries is good for the natural environment. Please disposal the discarded batteries safely and properly. Refer to your local lawsand regulations regarding battery recycling and/or disposal.
