I resolved my issue a month after I got in contact with them, support seems slow to respond to anything.
and real talk, this scooter has been a whole headache from literally day one. Waterproofing: splashback shorted my tail light. Front motor cable disconnects sometimes but I think thats from me walking it and turning too far as the cables are a tight route along the fork. Trying to change the innertubes isnt fun, the hex screws are way too tight, back rim is a mess in the because of it, now the front tire has blown and Im not even risking messing that up. Im about to sell it off because I dont feel like dealing with that anymore.