Customer Help Service

General Knowledge

Q1: My Lithium Battery can no longer be charged.

Answer: There are 5 main possible causes:

• A) Battery is in "hibernation" mode:
  If a battery hasn’t been charged for some time, especially if it's completely flat, the battery management system (BMS) may shut down the battery to protect the cells from damage. In many cases, the battery can be recovered. We charge a £30 diagnostic fee (plus £85.80 if the battery can be recovered) for this service.

• B) Weak battery cells:
  If one or more cells in the battery pack are weak, their voltage may quickly reach the maximum or minimum thresholds set by the BMS, preventing the battery from charging or discharging.

• C) Faulty BMS:
  The BMS may be damaged by factors such as vibrations, water exposure, or moisture, which can corrode or short-circuit the internal components. Overheating can also damage the BMS’s internal circuits or sensors.

• D) Loose or damaged connections:
  Wear and tear can damage the battery’s & charger connections, especially if the charger plug is poorly designed or used improperly.

• E) Faulty Charger:
  The charger may be damaged by factors such as rain, sudden power surges, or even pets. Typically, the LED on the charger will not light up when powered on if the charger is faulty.

Situation A is the most common cause. Situations B and C are often related, with C accelerating the weakening of the battery cells.

Q2: Can a "dead" lithium battery be charged using a normal charger?

Answer: No. Please refer to Q1 and Q9.

Q3: How do I know if my battery is still operational or "dead"?

Answer: Most batteries have a power button. Press it to check if the LED indicator lights up. You can also check the battery status while it's connected to your device (e.g., your bike's display will show if the battery is operational). For more information on repairing a "dead" battery, see Q9.

Q4: How do I find the right charger for my battery?

Answer: If you already have a charger, check its label for the model, voltage, and amperage output. If you don't have a charger (for example, if it was lost), you can find the brand name of your bike or check the battery label for relevant information.

Identifying the correct charging connection can be tricky. We recommend sending us a photo of your battery’s charging port. We have an extensive database to accurately identify the right charger for your battery.

Q5: Why does the charger only work with the battery for a few seconds (i.e., the LED turns red from green but then quickly switches back to green)?

Answer: In most cases, this occurs because the battery is in "hibernation" mode. This can happen when a battery is left uncharged for an extended period, causing the voltage to drop too low. The charger initially recognizes the battery but stops charging because the battery is too weak. See Q1 for more details.

Q6: Why does my charger keep flashing red instead of staying solid red?

Answer: A flashing red light typically indicates an issue with the battery or charging process. Possible reasons include:

• Battery Fault: The battery may have developed a fault, such as a damaged cell or BMS. See Q9.
• Charger Issue: There could be a problem with the charger, especially if it has been in use for a long time. Try the charger with another battery if possible.
• Loose or Damaged Connections: Check if the connecting cable is secure. Moving the cable slightly may help identify any connection issues.

Q7: Why is it important to distinguish between an "adapter" and a "charger"?

Answer: Many online retailers sell products labeled as "chargers" when they are actually power adapters. Adapters are often sold at low prices because they lack safety circuitry. While an adapter can technically charge a battery, it does not offer any protection—especially if the BMS is faulty—leading to potential battery damage or even fires. This happens because the charging process relies entirely on the BMS. In order to effectively activate the BMS, an adapter's voltage is normally much higher than the maximum battery can tolerate. Normally, the BMS will stop the battery from charging once the maximum threshold is reached. However, an adapter continues to supply the same voltage and current regardless of the battery's state, placing stress on the BMS. When the BMS fails, the battery can become overcharged and overheated, increasing the risk of a fire. 

A proper charger, on the other hand, detects the battery type (e.g., Li-Ion, LiFePo4, or Lead Acid) and verifies the correct voltage before charging. It gradually increases power output and adjusts it to ensure safe charging. Once the battery reaches around 80% capacity, the charger reduces the power to allow the cells and BMS to cool down. Time needed to charge the remaining 20% takes much longer. When the battery is fully charged, the LED will turn green, often before the BMS stops the charging process, providing a double safety charging process. However, it’s still important to disconnect the charger soon after to avoid possible long-term cell damage. 

Q8: Why doesn't the charger work even though its specifications seem correct and the battery is fine?

Answer: Most chargers are designed for specific brands of bikes or scooters. The electronics and wiring may differ between brands, meaning a charger that works for one brand may not work for another, even if the specifications and charging plug fit. Make sure you are using the correct charger for your bike or scooter to avoid compatibility issues.

Q9: Can my battery be repaired or refurbished?

Answer: It depends on the specific issue. Here is a table of possible causes and outcomes for a "dead" battery:

Q10: How do I know if a charger has genuine CE safety approval?

Answer: Under UK and European certified electrical safety directive 2014/35/EU, a charger must meet certain safety standards. All chargers sold in the UK and EU should display the CE mark. However, not all chargers with a CE mark have genuine safety approval, as lower-priced ones may have a fake CE label. 

A genuine CE-certified charger includes the manufacturer’s name, address, or website, along with a model number that can be verified on the official approval list. If the charger lacks this information, the CE mark may be fake.  A genuine CE-certified charger is usually heavier due to higher-quality components and stricter safety standards.

At Powatechnic, we only sell chargers made by original equipment manufacturers and tested in compliance with the EU: 2014/35/EU directive.

Q11: If my battery is not working, can I send it to you for diagnosis?

Answer: Please refer to Q9. If the answer is "Yes," you can send your battery to us, along with the charger. Pack them securely in a reasonably sized box. There is a £30 diagnostic fee, and it will take a few hours to provide results.
Our address: Firstlink Auto Parts Ltd, Unit 6 Amberley Court, Sheffield S9 2LQ.

Q12: For a 12V DC Charger using a cigarette lighter socket, what is the power rating it would use?

Answer: The maxium power rating for a cigarette lighter socket is 120W. The power usage depends on the voltage and current rating of the lithium-ion charger you're using, considering the full charging voltage. For example, the power ratings of our chargers are as follows:

• 24V 2A = ~60W
• 24V 3A = ~90W
• 36V 2A = ~85W
• 36V 2.5A = ~105W
• 48V 2A = ~110W
• 52V 2A = ~120W

If the charger has a power rating of over 120W, it would need to be connected directly to the battery, as a cigarette lighter socket would not support it.

Q13: Would your 12V DC car charger drain my battery?

Answer: Our 12V DC charger can drain your car battery if the car’s engine is off and the charger is used for an extended period. To avoid draining the car battery, it’s recommended to use the charger while the car is running or ensure the car battery is fully charged if you're using the charger with the engine off.

If you have a leisure battery and is powered by solar panels, it depends on the balance between energy consumption and energy generation from your solar panels. To prevent draining your leisure battery, monitor its charge level, ensure proper solar generation, and avoid using high-power devices when solar input is insufficient.

Q14: Can you supply a 12V car charger for all types of brand bike and scooter batteries?

Answer: No, our 12V car charger is only suitable for certain bike and scooter brands. The electrical design and charging requirements can differ between brands, which means our chargers may not be compatible with all models. We recommend checking the specific voltage and connector type of your bike or scooter before purchasing, or you can contact us for assistance in finding the right charger for your brand.

Q15: How do I contact you if my question is not listed?

Answer: You can fill out an online form or WhatsApp us for further assistance.