If you experience issues with battery or motor, there's a few quick steps which may solve the problem.
1. Check that your motor support level is not 0. You will only feel the motor power between levels 1-4
2. Check if the motor cable is connected correctly. If you need help with this, click here 
3. Try resetting your bike – how to reset the Electrified S2 & X2, how to reset the VanMoof S3 & X3

If these steps didn't help, please contact our support team. We'll diagnose the issue further and find a solution.