Attention: Do not try to fix this issue by yourself, the battery has live connections, and disassembling or adding pieces to the pins will result in damage. Contact our support team for the next steps.
In some earlier battery units, the discharge pins could be pushed in. This would cause the battery to lose connection while traveling on rough surfaces or if the battery was bumped. This could lead to a loss in performance or shutdown during riding. This issue has been resolved with the connector supplier, and if you experience similar issues, contact our support team to resolve the issue. The images below show how to inspect the bike for this issue.
This image demonstrates the normal condition of the battery discharge port.
This image shows a case where the sockets have been pushed in, which could lead to a loss of connection.
CAUTION: Do not use grease or any other substance on the battery discharge port. If you have connection issues, contact our support team.