We’re always here to help. Whether you need help installing your motor, solving problems with your shipment or batteries, or even have ideas to share with us, please send us an email and we’ll surprise you on how quickly we can get back to you (in a non-creepy way).
Meanwhile, here are some common questions and answers about the Bixpy Jet™. If you have other questions for which you don’t find answers here, feel free to drop us a line and we’ll get back to you as quickly as we can. We’re here to help you resolve whatever issues or concerns you may have with our products. If you’re not 100% happy with your purchase, contact us and we will do whatever it takes to change that.
Q: What is the warranty on my Bixpy Jet?
If things go wrong with your Bixpy Jet, we’re here to help and we’re here to make your experience pleasant. All Bixpy products are covered by a one-year warranty for parts and labor. Unless you’ve abused or neglected the product, we will take care of it.
Beyond the first year, we will do our best to resolve whatever issues you have in the most reasonable way possible so you can be back on the water as quickly as possible for as long as you own your Bixpy Jet.
BEFORE you send us anything back, please contact our customer service to discuss your issue and obtain an RMA (Return Merchandise Authorization).
We are not equipped to handle walk-in traffic at our headquarters, so even if you’re local, please do not bring your product to our offices unless you've made arrangements.
Q: My connectors are tough to plug in. Is that normal?
Yes. The first few times you mate your main power connector to your motor or battery, they will be very tough to mate. You have to make sure the tabs are aligned, push the connector in all the way and turn 180° until you feel the connector click into place. Failing to mate the connector fully will result in water intake and possible damage to your motor or battery.
Your connectors will become much easier to connect after the first few times as the o-rings take their place.
NEVER force the connectors to mate with tools. You will run the risk of breaking off the two small tabs on your connector and rendering your device useless.
NEVER over tighten your connectors. Your connectors turn about 180° into their locked position. Once they're locked, they are locked. There is no tightening required. If you over-tighten your connectors, you run the chance of ruining the internal threads and destroying your device. This sort of damage is not covered by the warranty.
Click here to an illustration on how to mate your connectors. All of your connectors are the same, whether you have a Swim Jet or an Outboard jet for your kayak or SUP.
Q: Once I have my motor plugged in, what do I do with the awkward connector caps?
Yes, we know that the connector caps are a little awkward once your motor is hooked up to your adapter. And if you leave them on during use, they may actually come off and get lost. These caps are not meant to stay on your motor during use. During use, take the caps off and store them. Once finished using your motor, use the caps to store or transport your motor. Always make sure the inside of your connector is dry before capping it.
Q: I am having a very tough time putting my US SUP fin into my fin box?
Q: How do I know my battery is charging?
There is a small LED light on your charger. When plugged into the wall this light comes on and it's green. When you plug in your battery, it will turn red indicating that your battery is being charged. Even if your battery is fully charged the light may turn red and stay red for a while as the charger tries to confirm the charge on each cell. Once the battery is fully charged, the LED on the charger will turn green. If the charger LED or flashing or doing anything else, please contact us right away.
Q: Why are some of the stuff so greasy?
This is normal. We use a water repent oil when assembling the o-rings and sometimes some of the residual oil sits in crevices and works its way out during delivery and shipping. Wipe it clean with a damp cloth and you'll be rid of it after one or two uses.
Q: Can I just leave my Bixpy Jet in the water all the time?
This is not a good idea. It's best if you remove your motor out of water (rinse off with some fresh water) and store it away when not in use.
Q: Do I need to take my motor off my adapter or Swim Jet battery every time I use it?
No, absolutely not. You can leave your motor connected to it's adapter all the time. There is no reason for taking your motor off its adapter or battery pack unless you want to grease the connectors or swap to a different use.
Q. Where can I find installation help and installation guides?
All the various installation guides are available at: www.bixpy.com/guides. In addition, there are videos from us and other users on our YouTube Channel. We will continue to add videos on both the Installation Page and our Youtube channel as we get more feedback from our users with new questions.
Q. Can I travel with my Bixpy Jets?
Yes. The largest lithium-ion battery you can carry on a commercial airplane with you is a 160 Wh battery. You can carry one battery installed on your device and two spare batteries in your carry-on luggage. You can not check lithium batteries into your checked baggage. The larger Bixpy Outboard Batteries for kayaks and paddle boards are 333 Wh batteries and can not be transported on commercial airlines unless you can make special arrangements with the airline. Both the Scuba and Snorkel Editions of the Swim Jets are under the 160Wh capacity and can be taken on most commercial flights as carry-on luggage. The Snorkel Edition battery is under 100Wh, which is the top limit for certain airline for carry-on. Always check with your airline before traveling. These rules and regulations can always change as well.
Q: What kind of speeds can I expect from my Bixpy Jets on various devices:
There is a speed chart in each product using a few different kayaks, SUPs and swimmers. However, your particular device and water and wind conditions can change these speeds and performance numbers dramatically. One other thing that really affects the performance is the hull speed of different watercraft (please see next question). Aside from all of these elements, each watercraft has it's own hull speed and various elements on the hull that effect the performance. The kayaks and boards we have tested are certainly not the fastest kayaks on the market, but they're also not the slowest. Please see the next question for more info on this.
Q: I want to go faster, can I attach multiple Bixpy Jets to my kayak or SUP?
Yes and no. We have tried this and the results are not spectacular. As mentioned above, there is something called "hull speed" for all watercraft. This is pretty much the maximum speed something moves through water no matter how big of an engine you put on the back. Depending on how scientific you want to get, you can Google "Hull Speed" and really get into this topic but essentially, the only way you can go faster is by getting a faster kayak or SUP. Those tend to be the longer and more slender kayaks and SUPs used for racing. Regular kayaks (like Hobies, Pelicans or Preception kayaks) will top off at about 6 MPH with one or two motors. Keep in mind, this is all based on perfect water and wind conditions. The truth is, wind, wave and water conditions will usually prevent you from reaching your hull speed, so putting two motors on your kayak will only help you reach that hull speed more quickly and more consistently regardless of the conditions. The big question: "Is it worth it?" In our humble opinion, not really. Although it's a bit more fun having the extra push, you'll find in the long run, it does not make enough of a difference to justify the purchase. One thing that you will likely find useful is an extra battery pack for long days out on the water.
Q: Is there an optimal speed?
YES! For sure. Given the topic above and all the testing we've done, somewhere around speed 5 and 6 is the best place to be. This is where everything is optimal in terms of battery life, user experience and kayak or SUP performance.
Q: What kind of maintenance do the Bixpy Jets need?
Not much really. They are fully sealed and made to last. Of course, like all of your other possessions, some common sense and care will make them last a lot longer and more enjoyable to use, especially if you’re running them in salt water. For example, it is a good idea to rinse them off after each use and you should never open the sealed charging ports under water. When not in use, do not keep the motors submersed on your vessel, especially in salt water. If you change adapters often or if you do dives deeper than 30 ft (10M), filling the connector tips with dielectric grease is a great idea and will help prevent corrosion from salt water and makes mating easier.
Q: What kind of battery is in the packs?
The batteries we use are lithium ion batteries. These are the same batteries that are used in laptops and cell phones. That’s one reason we can make the packs so small and light and the batteries last as long as they do. That’s also the reason the batteries are a little pricey. The upside is that they will last you a long time (about 500 full charge cycles before losing any power) and have no battery memory. What makes these batteries so amazing is also what makes them quite volatile. So we forbid any sort of tampering with the battery housing or any DIY projects that involve the battery pack. And under no circumstance should you charge the batteries with any charger other than the one that comes with your device. These batteries run on a very sophisticated circuitry and they will shut down at the first sign of stress to prevent fires or overheating. Any tampering with the battery box or the battery system will void all warranties on the system.
Q: How do I attach a Bixpy Jet to my inflatable kayak?
The fin box adapter is designed to attach to most inflatable kayaks, SUPs or other water toys made of PVC or Polyester.
Here’s a simple video on how you attach the fin adapter onto your craft: https://youtu.be/1glblkC8d5A
Once you have the fin box attached, the Bixpy adapter simply plugs into the fin box. The fin box becomes a permanent part of your kayak, but the motor and Bixpy adapters can be taken off whenever you want.
Q: Can I use other batteries with my Bixpy Jet?
The short answer is "No" and the long answer is "Noooooooooo". The Bixpy batteries are high voltage lithium ion batteries with lots of custom built electronics inside that communicate with the motor housing. So you will not be able to run the motors with other batteries.