Contact us
Questions about the app, a broken download, or a correction — we read every message.
Email support
The fastest way to reach us. We typically reply within 1–2 business days.
Phone
For urgent issues, you can reach our support line directly during business hours.
Office address
Our mailing address for formal correspondence.
What to include
- Your Android version and phone model (for app/pairing issues)
- The Ninebot model or serial number, if relevant
- A screenshot of any error message you see
- The exact page URL, if reporting a broken link or content issue
Our location
How our support works
What happens after you send a message, and how to get the fastest answer.
We read every message
A real person on our small team reviews every email and form submission — there's no automated ticket queue filtering messages out.
Typical response time
Most emails are answered within 1–2 business days. Phone inquiries during business hours (Mon–Fri, 9am–5pm EST) get the fastest response.
Technical issues get tested
If you report a pairing or connection problem, we try to reproduce it on our own test hardware before replying, so our answer is based on what actually happened, not guesswork.
Common reasons people contact us
My scooter won't pair with the app
Check the troubleshooting tips in our full troubleshooting guide first — most connection issues are resolved by re-enabling Bluetooth and confirming location permission is granted.
I found outdated or incorrect information on this site
Please email us the exact page and the detail that needs correcting. We review every report and update the page promptly.
I have a question about my specific Ninebot hardware
We're happy to help where we can, though for hardware-specific warranty or repair questions, your device manufacturer's support channel will usually be faster.
Do you offer phone support outside business hours?
Our phone line is staffed Monday to Friday, 9am–5pm EST. Outside those hours, email is the best way to reach us and still gets a same-timeframe reply.
Can I request a specific Ninebot model be added to the compatibility list?
Yes — email us the exact model name and, if possible, the app you currently use to connect to it. We test new device reports before adding them to our compatibility list.