Understanding the issue

The batteries used for our E-bikes are sourced from reputable companies and tested to meet or exceed industry standards. We have been notified that a small number of batteries may be liable to damage the housing appearing as small cracks, gaps or similar.

In rare circumstances, this could allow moisture inside the battery, potentially triggering a short-circuit that bypasses the fail-safe protection mechanisms. Whilst extremely unlikely, we cannot rule out that a damaged battery might catch on fire, resulting in a risk of personal injury or damage to property.

We must instruct you to please stop using any of the affected batteries in your bike and to not charge them.

You need to remove the battery from the bike and visually inspect the housing for any potential damages as outlined below.

We appreciate your understanding and patience as we work on a solution. We will contact you at the beginning of December with an update.

Remove the battery

Follow these step by step videos to safely and correctly remove the battery from your bike

Identify the battery

Once removed, you can check your batteries serial number against the photos below to see if it is affected.

Inspect the battery

If your battery is one of those affected, please visually check it for any damage to the housing. See the photos below for examples of the damage. If you’re unsure, or want help checking your battery, you can book an appointment with an expert who will perform a remote inspection.

Next steps

If you detect any potential damage in the housing, we will take back the batteries, in person, at our Canyon US Warehouse location in Rancho Cucamonga (10621 Sixth St, Rancho Cucamonga, CA 91730). Do not under any circumstances ship a damaged battery.

Otherwise, please dispose of the battery at one of the Call2Recycle locations near you. Please stick to these requirements and under no circumstances should you put the battery in the household waste or incinerate it

If your battery is not damaged, but the battery model number indicates it may be affected, please do not use your bike. Place the battery back in the bike and wait for our next contact.

We will contact you in early December with an update.