Once you're safely stopped and there are no battery warning signs, photograph the whole display and write down what the bike did. Include the exact ACTBEST model and any display identifier you can read without disassembly. An error number alone isn't enough to identify a failed part. The next step is to match the bike and display to the right instructions, not buy the component named beside a similar code online.
If the warning has disappeared, don't bring it back for a photo. What you remember, clearly labeled as such, is better than another ride on a bike with an unexplained fault.
Decide whether to stop using the bike
Battery warning signs take priority over the screen. Excessive battery heat, swelling, leaking, an unusual odor, or odd noises from the pack are stop-use signs in the U.S. Fire Administration's battery guidance. If those signs or smoke are present, get yourself and others clear and call 911 from a safe location. FDNY advises immediate discontinuation and a 911 call for battery warning signs. Don't approach the pack to unplug it, remove it, or collect evidence. Follow the dispatcher's instructions. This is not a situation for a support-ticket wait.
Brake trouble, unexpected assistance, or damaged wheels or wiring: stop riding. With no battery warning signs, switch off only if it's safe to do so and arrange an inspection. If pushing the bike is unsafe, ask the service provider how it should be transported. Don't open electrical housings, disconnect wiring to attempt a reset, or bypass a brake cutout.
A display error without those warning signs: leave the bike off while you identify the correct instructions. Ask support which stationary checks, if any, apply. A cleared code isn't permission to ride, and a technician doesn't need you to reproduce a cutout in traffic.
The distinction matters: an odd noise from the battery belongs in the emergency branch. A brake rub or wheel noise still needs attention, but it isn't automatically a battery emergency.
Capture what the display actually showed
If the warning is still visible and the bike is safely stationary, take a full-screen photo. Keep the letters, leading zeros, icons, and assist setting in frame. A wider photo showing the mounted display helps identify the equipment. A short video is useful only if the sequence is already happening safely; don't power up, ride, or charge a suspect system to record it.
Use this worksheet for your private support message. Leave inaccessible information as unknown.
| What support needs | Your record |
|---|---|
| Bike identity | Exact model, variant, purchase date, and product link: ______ |
| Purchase record | Seller, order reference, and frame serial if safely readable: ______ |
| Display identity | Visible name, label, or revision; otherwise unknown: ______ |
| Screen evidence | Exact characters and icons, or no code; photo filenames: ______ |
| What changed | Assistance stopped, screen went blank, lights failed, or another symptom: ______ |
| When it happened | Startup, use, after stopping, assembly, transport, or charging: ______ |
| Relevant circumstances | Weather or water exposure, load, recent service, impact, or damage: ______ |
| Actions already taken | Exact manual-approved check and result, or no checks attempted: ______ |
| Current condition | Warning signs, brake behavior already observed, and whether the bike is unused: ______ |
| Existing case | Ticket number, previous repair, or replaced part: ______ |
Keep order and serial numbers out of public posts. Use our ACTBEST contact page, which lists service@actbest.net for support.
For an intermittent fault, add a short timeline using one line per occurrence:
Date/time: ______. Bike state: ______. Screen stayed on or went blank: ______. Assistance changed: ______. What happened after stopping: ______. Existing photo/video: ______.
Record only what you observed. A fault that appeared after a tire change belongs in the timeline, but the timing doesn't prove the tire work caused it. Similarly, "the screen went blank" is a useful symptom even when there was no numeric error.
If the fault followed rain, washing or submersion, our wet-weather fault guidance explains what exposure details matter and when ordinary surface care is not enough.
Use the manual for this bike, not a code from another screen
Start at the ACTBEST user-manuals page. Match the model name and any revision information to your purchase and display. If they don't line up, ask us for the correct manual before following a procedure.
If that manual explains the code, read the accompanying action and warning, not just the component name. A forum post about another display or bike generation isn't a substitute. Without confirmed model-and-display documentation, a cross-model error-code table would give you false certainty.
I wouldn't order a controller on the strength of a matching number. Ask support to identify the applicable code reference and the next approved check. If the instructions call for something you can't do safely, say so and request a service route.
If support does recommend a replacement, use our ACTBEST parts-identification checklist to confirm the exact bike generation, component and installation plan before ordering.
For a warranty inquiry, the ACTBEST warranty policy asks for proof of purchase and photos or video of the problem. Its handling section also addresses authorized repair labor. Get the case-specific answer before paying a shop or discarding a part: what work is authorized, who will perform it, and who will pay the diagnosis, parts, labor, and shipping charges?
If requested photos or video would be unsafe to obtain, explain why and ask support for another way to document the issue.
Send a ticket that gives support a next move
Attach the worksheet, purchase proof, and any safely obtained photos to this message. You don't need to turn it into a technical diagnosis.
Subject: ACTBEST [model] display warning or assistance fault, order [reference]
My bike is [exact model/variant], purchased [date] from [seller]. The display shows [exact text, no code, or text recalled from memory]. The bike [describe what stopped or changed]. It first happened [date and circumstances].
The bike is now [unused/current condition]. Recent assembly, transport, service, or damage: [facts]. I have already [manual-approved actions, or taken no further steps]. Attached are [worksheet, purchase proof, photos, and timeline].
Please confirm the correct bike/display manual and what this warning means for that version. What is the next safe check, and what additional evidence do you need? If inspection or a replacement part is needed, please identify the repair route, exact part and fit, required authorization, and any costs that would fall to me.
For a newly delivered bike, include the receipt date and delivery or assembly photos you already have. For an older bike, include the last repair record. Both help establish what support is looking at without guessing the cause.
If the warning appeared during unpacking or the first power-on, our new-bike delivery and first-ride checklist can help you keep the shipping, assembly and startup records distinct.
Read the reply as a plan, not a completed repair
Keep the conversation on the same ticket. Before approving work, check that the reply answers these questions:
- Which bike and display? The instructions should identify the configuration you reported.
- What happens next? A suggested check or replacement is a proposal, not proof that the fault is resolved.
- Who does the work? Confirm whether it requires a service provider and any ACTBEST authorization.
- What will it cost? Get diagnosis, labor, parts, and shipping responsibilities in writing.
- What establishes readiness to ride? Ask for the applicable post-repair checks and who will perform them.
If a requested check would recreate unsafe behavior, explain the concern and ask for an alternative. If the fault returns after service, add the new date and existing evidence to the same case.
Keep three things separate in your notes: reported symptom, proposed action, and completed work with its check results. "The code went away" is an observation, not the last step. A clear record helps the next person work from what actually happened.
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