Trackap

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Contact the Trackap team

Our customer service, based in France, is available Monday to Friday, 9am to 5pm.

Phone :

(+33) 7 65 68 26 59

Email :

contact@trackap.com

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// FAQ

Find the answers to your questions about the Trackap solution.

Module - All the answers

Application - All the answers

General - Practical questions

Instructions - Understanding assembly

Module - All the answers

Where can I find my QR code?

The QR code can be found inside the box of your Trackap products. If you do not have it, please send a request by e-mail to: contact@trackap.com, specifying your Trackap identifier.

Contact

How do I pair my tracker with my app?

To pair your tracker with your application, go to the main page. A button with a + appears at the bottom of the screen. Click on it, then scan the QR code or enter the data (plotter ID and secret code) manually.

How do I install the tracker?

Installation procedures differ according to the make and model of your vehicle's engine. You'll find all installation instructions and videos in the Notices section.

Is my tracker still powered?

In the case of Bafang and Yamaha engines, yes. On Bosch motors, however, the plotter is powered only when the bike is switched on. The rest of the time, the external battery takes over.

Why does my tracer display 0V?

Your tracer may display 0V when it has not yet been initialized, when it is incorrectly connected or, in the case of Bosch motors, when the bike is switched off.

Application - All the answers

Why do I pay a subscription fee?

The tracker uses a SIM card to send GPS data, so the subscription covers network costs and enables us to ensure the continuity and quality of our services.

How can I renew my subscription?

You can renew your subscription by going to the details of the bike associated with the tracker and clicking on "Renew my subscription".

How are my bank details handled when I renew my subscription?

Subscription payments are made through our partner STRIPE. All transactions are secure, and we neither receive nor store any of your bank details.

What is maintenance based on?

Vehicle maintenance is based on the mileage calculated by our plotters, as well as on the calendar or mileage targets you have previously defined.

What happens when flight mode is activated?

A police code is generated, enabling the police to track the vehicle's last movements on the police platform. https://trackap.com/police . THIS BUTTON WILL NOT AUTOMATICALLY CONTACT THE POLICE.

Practical questions

Where should I store my bike?

We recommend that you always park your bicycles indoors (in a garage, bike room, etc.), but always tie them up. Most thefts occur inside private buildings.

I won't be using my bike for a long time. What should I do with the battery?

We advise you to disconnect the battery and avoid exposing it to sub-zero temperatures to prevent deep discharge, which could damage the lithium-ion cells.

What's the best lock for bicycles?

U-shaped locks are generally the most resistant. However, we recommend (especially in big cities) that you buy several different types of padlock when you leave your bike outdoors for extended periods. For example, a U-lock and a large chain, or a U-lock and a folding padlock.

I have a tracker, do I still need an anti-theft device?

Of course, the tracer complements traditional padlocks, but it doesn't replace them.

Can I install my tracker on my own?

We recommend that you always have tracers installed by professionals, especially as they are installed on sensitive parts of the bike. If you're used to maintaining your bike, you can still install it yourself, but in any case installation on a Shimano, Bosch Gen4 or Bosch SmartSystem motor will always require the assistance of a professional to activate the power ports.

Privacy policy

Do sensitive data leave the European Union?

No, all data remains in the EU.

Do you return usage data?

We use anonymous, massive data to help cities transform and improve sustainability for soft mobility.

How secure is my data?

Yes, all data is always encrypted at multiple levels, and only passes through secure channels.

Who has access to my data?

No one can access your data unless you generate a police code and distribute it.

Where and by whom is my data stored?

All data is stored on AWS cloud servers in Paris and never leaves the European Union.

Instructions - Understanding assembly

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Decathlon R500E

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Talk to one of our Trackap experts about your needs

Contact the Trackap team

(+33) 7 65 68 26 59

contact@trackap.com

How can we help you?

How can we contact you?

Find the answers to your questions about the Trackap solution.

Module - All the answers

Application - All the answers

Practical questions

Privacy policy

Instructions - Understanding assembly

Decathlon R500E Copy

Decathlon R500E

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contact@trackap.com

165 avenue de Bretagne, 59000 Lille

(+33) 7 65 68 26 59