Please power the bike on as you will be using your Aventon App on your phone for this troubleshooting. If you need help downloading the Aventon App, pairing the app to your bike or locating the QR code to pair your bike, please refer to the following link for step-by-step guidance through the bike pairing process.
https://rideaventon.zendesk.com/hc/en-us/articles/37616683477019-Aventon-App-User-Manual-1-9-1
Once paired to the app, the first step is to ensure that your bike's firmware is updated to the latest version using the Aventon App. To do this, navigate to the 'More Settings' section (see image below) and select 'Update Firmware.' Once the update is complete, please make sure to activate the free trial of our IoT 4G service, also located under the 'More Settings' menu. When the IOT service is correctly activated, it will show the status as “ACTIVE” under the IOT services menu.
If connectivity issues persist, please open the Aventon App, navigate to the 'ME' section, and select 'Optimize Track.' (see image below) This feature will guide you through optimizing your phone settings to ensure the Aventon App has the necessary permissions for proper functionality. If your phone does not support the optimize track feature, we have outlined how to manually perform this below, depending on your phone manufacturer.
Next, we will ensure all the appropriate permissions are allowed. Please ensure that your phone’s Bluetooth is turned on.
If using an Android, go to Settings > Apps > Aventon. Please allow all permissions and notifications for the Aventon App and select “Manage app if unused.” (screenshot below for reference)
If using an Apple phone, go to Settings > Aventon. Select the “Location” and set it to “Always.” Turn on “Precise location.” Please allow all App permissions and ensure notifications are turned on for the Aventon App.
If you are still having issues after following the above troubleshooting, for warranty purposes and to dive deeper with our App development team regarding your issue, please contact customer support and provide the following information at your earliest convenience:
- Original order # or proof of purchase (name of shop & date included in image)
- The bike's serial number (see attached image for locations)
- Your current shipping address, phone number & name
- Photo of the error code being displayed
- An image of the bike’s QR Code, which can be found under the main menu of the bike’s display. For most bikes, holding the up & down arrows for 3 seconds will enter the bike’s main menu, and you can select “Connect to App” to provide an image of the QR Code
- Please provide your Aventon App user name & email address used on the Aventon App.
- The exact time when the user noticed that the bike location was not updating in the app
- The actual real-world location of the bike at that time
- The incorrect location, which is shown in the Aventon App