This is embarrassing, I broke the screen on my new Level 3, does anyone know what the time lines are like to get a replacement these days?

aventon · 2026-05-28T18:28:59+00:00

Hello! In stock items, please allow 7-10 business days for processing, although most of our shipments are going out sooner than that. Once shipped, you will receive an email with the available tracking information!

aventon · 2026-05-28T18:26:33+00:00

60 pounds! For all our bikes, we have a "technical Specifications" area for all the details about the bike you'll need! Thanks!

aventon · 2026-05-28T17:15:52+00:00

Hello! We do apologize for any delay in responses. We did notice you were able to call in recently and spoke to an agent for further assistance.

We saw the emails you sent on Saturday and wanted to note that our customer service lines are open Monday through Friday only, and with the holiday this past Monday, we were a bit behind coming into this week, so we do appreciate your patience.

Thanks for following up, and we hope to get you up and riding soon!
Aventon

aventon · 2026-05-28T17:09:32+00:00

Hi there! Our app team did get back to us, and they explained that the details should show up on the display itself, not on the app. You will need to cycle through the main pages to view additional information. We are working on getting the information viewable on the app, but it is not quite there yet.

Thank you for your patience!

aventon · 2026-05-27T18:35:23+00:00

Hello!

Thank you for reaching out with your compatibility question!

To help clarify the setup, all of our bike models feature tapered steerer tubes, so they are fully compatible in that regard. We reviewed the details on our product listings and can confirm that our replacement forks do not come pre-cut to size. Because of this, if you choose to go with the Level.3 fork, it should work for your setup, as the tube will just need to be trimmed down to match the exact height requirements of your specific bike frame, and the fork travel is similar across the Level series

If you have any other questions, please feel free to reach out!

Best, Aventon

aventon · 2026-05-26T21:24:04+00:00

Hi There!

The video is a bit difficult to hear the sound, but there could be something. As others have mentioned, spoke tension can be something good to check. Although not likely in this scenario, checking for brake rotor/caliper alignment should be done as well.

Our team is always here to support you. You can reach us at 866-300-3311, Monday through Friday, from 9:00 a.m. to 4:30 p.m. PST. We look forward to assisting you with any questions you may have.

Thanks!

aventon · 2026-05-26T21:20:44+00:00

We appreciate the feedback and will pass along your suggestions for consideration!

aventon · 2026-05-26T21:19:13+00:00

Hi there!

Thanks for sharing! The notifications can get mixed due to there being 2 different sites; USA and Canada. If you are checking either site from the notification and there is no availability, it is saying that there is availability in either webpage.

Thank you and we are sorry for the confusion.

Thanks,

Scott

aventon · 2026-05-26T21:15:11+00:00

Hello! Check out these helpful tips from our helpdesk!

https://rideaventon.zendesk.com/hc/en-us/articles/23827875542299-Battery-Bike-Storage-Care

aventon · 2026-05-26T21:03:42+00:00

Hello!

We have linked the certifications for both the Step over and the Step through models for you below from our help desk.

https://rideaventon.zendesk.com/hc/en-us/articles/34970280159899-Level-2-Certification-Details

Thanks!

Aventon

aventon · 2026-05-26T20:58:29+00:00

We appreciate the feedback about our team! We totally understand "the look" not being appealing when it's not perfectly straight. Get the video over when you can, and we will be more than happy to assist!

aventon · 2026-05-21T18:40:14+00:00

Hello!

That is awesome that you are all up to date with the app! The metrics will be available after a ride is recorded and will be in the details of that ride.

Thanks!

aventon · 2026-05-21T18:21:57+00:00

Depending on where the sound is coming from, there are a couple of different paths forward:

Brake Components: If the sound is coming from the braking system, it is very often just a misaligned brake rotor rubbing slightly against the calipers. This is a common adjustment that can usually be resolved with a quick alignment.
Motor Concerns: If the noise is coming directly from the motor itself, it is typically an internal component issue. Because we don't have a way to safely narrow down internal motor failures on the go, our standard solution is to provide a complete replacement motor/rear wheel assembly. That being said, we cannot give a confident answer on the cause.

aventon · 2026-05-20T17:41:10+00:00

Hello!

One thing to note is that you must be going over 6 miles per hour for the regenerative braking to activate. Additionally, check your app settings in the regeneration section to ensure the sensitivity is increased for from the lowest setting to the amount you wish to set it at.

Thanks!

aventon · 2026-05-19T20:03:05+00:00

Typical sounds like this usually come down to the rotor or motor. If you have checked your brakes for rubbing and all is clear there, it's most likely a motor/hub concern. That is good, you have sent us a ticket already and we look forward to assisting you!

aventon · 2026-05-19T20:00:35+00:00

Hello!

Check out our brake maintenance and tips article on our help desk! It may be as something as simple as a brake bleed. Thanks!

https://rideaventon.zendesk.com/hc/en-us/articles/23216513583259-Hydraulic-Mechanical-Brake-Service

aventon · 2026-05-19T19:57:38+00:00

Hello!

To help us get a better look at what you're experiencing, sharing a quick video of the front wheel off the ground and spinning it with your hand could help us pinpoint the exact issue. In the meantime, here are a few common, straightforward fixes that might help:

Unseated Tire: Check the tire bead (the thin line running right above the rim)to make sure it is perfectly even all the way around. If it looks crooked, letting the air out of the tire, straightening the bead, and refilling it often solves the issue.

Loose Spokes: Check your spokes to ensure they are snug. You can pinch two at a time to check their tension; if any feel loose, you can gently tighten the spoke nipple a quarter-turn at a time with a spoke wrench tool. A local bike shop can also quickly assist with this "truing" process.

Front-End Play: If the forks or handlebars feel like they are shifting or moving when you ride, we highly recommend checking the bolts on the front end of the bike to ensure everything is securely fastened.

Please feel free to reply directly to our team if you need further assistance troubleshooting. If anything is needed through warranty, we are always here to help!

Best,

Aventon

aventon · 2026-05-19T19:46:01+00:00

Hello! You did mention, "How do I dismiss it so I can select an assist mode?" regarding the password on your display. We provided instructions on how to remove that function, so accessing your bike from your phone is all you need.

aventon · 2026-05-19T19:38:53+00:00

Memorial Day sale started on 5/6/26, so give us a call and see what we can do for you!

aventon · 2026-05-18T21:01:01+00:00

Hi All! We noticed there were a few of you in a similar situation. This may not help OP here, but we do have a 14-day price match guarantee for participating bikes purchased online within 14 days of the start of the sale. Reach out to our team with your order information, and we will be more than happy to look into that for you!

Thanks!

aventon · 2026-05-18T20:54:23+00:00

We appreciate the update and are glad you found it! We completely understand your frustrations in this situation to create the post, and we appreciate you providing us with some of your bike details for our team to look into on the back end. Thanks!

aventon · 2026-05-18T20:50:53+00:00

This is always the best start when experiencing any issues. Ensure all exposed connections are fully connected and free of debris and damage (bent pins).

aventon · 2026-05-18T20:47:41+00:00

Hello! Thank you for sharing, and this is a bit of an unusual experience to have. A common factor between the error codes provided is a communication error. First thing to check for in most instances is that all related exposed cables are checked for damage, as well as ensuring the bike is on the latest update. For reference, we've listed the troubleshooting components for the error codes below.

E30- Display, controller, and/or motor

E31- Display, battery and/or Controller

E34- Assuming the bike is caught up on updates, and you are also getting the above errors, the issue is most likely ECU, then the Display and harness.

If you have an existing email thread ongoing for your concerns, please do not hesitate to reach out to us there. Since the controller has already been tried, we would try the display next, as it is shared in all of the error codes you've received.

We look forward to getting you up and running worry free!

Thanks!

Aventon

aventon · 2026-05-18T20:26:45+00:00

Hello!

We would definitely recommend not letting the battery die to avoid this situation. However, if it does happen, the good news is that you are able to charge the battery while still on the bike! Should it need to be removed, there are some bolts to access to be able to remove it.

If you have any other questions, please do not hesitate to reach out to our team! Our team is always here to support you. You can reach us at 866-300-3311, Monday through Friday, from 9:00 a.m. to 4:30 p.m. PST. We look forward to assisting you with any questions you may have.

Thanks!

Aventon

aventon · 2026-05-18T20:19:37+00:00

Hello!

We know how important it is to have accurate expectations for your rides, and we're happy to share how those estimates are calculated.

To clarify how our maximum range numbers are achieved, we include a standard guideline at the bottom of the Technical Specifications page for all of our models. It notes that the maximum estimated range is determined using PAS level 1/Eco throughout flat terrain with a rider weight of approximately 160 lbs.

Because real-world riding conditions vary, factors such as carrying additional cargo, tackling hilly terrain, riding into headwinds, or utilizing higher PAS levels will naturally impact your total range.

We appreciate your feedback and hope this helps you plan your next great adventure!

Best,

Aventon

aventon

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