1️⃣ Try a different wall socket
This helps rule out a faulty power outlet.
2️⃣ Connect in the correct order
First, plug the charger into the scooter.
Then, plug the charger into the wall socket.
3️⃣ Check the charger light
Light stays green after being connected → The charger may be faulty and should be replaced.
⚠️ A slight buzzing sound during operation is normal, but loud, high-pitched, or unusual noises could indicate a problem.
Light turns red but does not change to green after the charging time stated in the manual → This suggests an issue with the scooter, which should be returned for assessment.
⚠️ Important Safety Notes
Only use official Pure chargers. Off-brand chargers can damage the battery and pose a serious safety risk.
Pure Electric chargers come with a one-year warranty covering manufacturing defects. Cosmetic damage or issues caused by accidental impact are not covered.
If your charger is faulty, stop using it immediately and contact Pure Electric for support. You can request a replacement through the warranty process; providing the necessary details helps expedite assistance.
Still not working? Start a repair or replacement request
If the steps above haven't resolved the issue, you'll likely need to send your scooter or charger in for assessment. Here's what to have ready before contacting us — it'll speed things up significantly:
Full name, email address, phone number, and current postal address (including postcode)
Scooter model (e.g. Air 3, Air 4, Advance, Flex)
Serial number — found on a white sticker underneath the deck at the rear, always starts with "S" (e.g. S012A1-001234)
Proof of purchase: your Pure Electric order number (starts with #PS) OR retailer name, purchase date, and a receipt or order confirmation
A brief description of the issue (1–2 sentences)
Photos of the scooter: front, back, both sides, underside, serial number sticker, and the fault area if visible
Whether you still have the original packaging box
Once you have these ready, start a chat with us and we'll get your repair or replacement booked in.