Diagnosis
This is typically due to a combination of rider weight, terrain, and tire pressure. The advertised range is under ideal lab conditions.
How to Fix It
Check and adjust tire pressure first. Use a gauge. Inflate both tires to the maximum 50 PSI printed on the tire sidewall. Higher pressure reduces rolling resistance. Use Speed Mode 1 for maximum range. Avoid constant full-throttle acceleration and hills.
If That Didn't Work
The battery may have degraded. Fully charge the scooter until the charger light is solid green. Note the estimated range shown in the Unagi app. If it shows significantly less than ~12 miles for a new battery, the battery capacity has diminished.
Heads Up
Rider weight over 180 lbs will drastically reduce range. The dual-motor E500 model consumes battery nearly twice as fast as the single-motor E250, especially in Mode 3. For range, use a single motor if your model allows it via the app.