Looking for Help?
Find answers to your questions
- Can I get insurance on my e-scooter?
- Can I charge my e-scooter overnight?
- How long will my e-scooter battery last?
- How long does it take to charge?
- What is the weight limit for a Pure Electric e-scooter?
- What is the minimum age to ride an Adult e-scooter?
- How to 'start' an e-scooter?
- Is it legal to ride an e-scooter in the UK?
- My charger isn't working
- My e-scooter won't switch on
- Battery gauge drops fast
- Changing between Miles / Kilometers
- I can't find my stem bolts
- My battery doesn't last long / short battery range
- Slow running speed / flashing lights
- My handlebars are stuck
- App troubleshooting / forgotten pin code
- Incorrect pin code
- Connecting to the Pure app
- Product manuals
- Recommended tyre pressure
- Fitting solid tyres
- Deck replacement
- Replacing back light
- Replacing rear mudguard
- Wheel alignment / Handlebar adjustment
- Fixing a wobbly stem
- Cleaning your scooter
- Recommended e-scooter maintenance
- Pure Electric e-scooter error codes
- Flat tyre / puncture repair
- Puncture prevention
- My warranty has expired, how can I have my scooter repaired?
- How to find my serial number?
- Warranty information (non-Pure products)
- Are punctures covered by warranty?
- What can void a Pure Electric e-scooter warranty?
- Accessories warranty information
- Transferring your warranty
- Registering your warranty
- Making a warranty claim / repair under warranty
My transaction has been cancelled
All Pure Electric orders are subject to security checks; we use anti-fraud software that automatically voids orders considered high risk, based on a number of factors to protect our customers against fraud.
If an order does not pass these anti-fraud checks then you have received a message that your order has been cancelled and voided, the funds for your order will show as a pending transaction temporarily while the payment is being returned to your bank.
Please rest assured that funds are only released when an order has been processed successfully, so these funds will be back in your account within five working days.
If you’re concerned, we recommend contacting your bank or card issuer as they have the facilities to track these transactions.
Updated on 25 Mar 2024
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