Trackap – Contact Us: Project, Demo, or Support

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Contact the Trackap team

Our customer service, based in France, is available from Monday to Friday, 9 a.m. to 5 p.m.

Phone:

(+33) 7 65 68 26 59

Email:

contact@trackap.com

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// FAQ

Find answers to your questions about the Trackap solution.

Module – All the answers

Application – All the answers

General - Practical questions

Instructions - Understanding the installation

Module – All the answers

Where is my QR code?

The QR code can be found inside the packaging of your Trackap products. If you do not have it, please request it by email at: contact@trackap.com, specifying the identifier of your tracker.

Contact

How do I pair my tracker with my application?

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

How do I install the tracker?

Installation procedures vary depending on the make and model of your vehicle's engine. You will find all the instructions and assembly videos in the Instructions section.

Is my tracker always powered?

For Bafang and Yamaha motors, yes. However, with Bosch motors, the tracker is only powered when the bike is switched on. The rest of the time, the external battery takes over.

Why does my tracker display 0V?

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

Application – All the answers

Why am I paying a subscription?

The tracker uses a SIM card to send GPS data. The subscription covers the network costs and ensures 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 is my banking data managed during subscription renewal?

Subscription payments are processed through our partner STRIPE. All transactions are secured, and we do not receive or store any of your banking details.

What is the maintenance based on?

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

What happens when theft mode is activated?

A police code is generated, allowing law enforcement to track the vehicle's latest 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 advise you to always park your bicycles indoors (garage, bicycle room, etc.) but always lock them. Most thefts occur inside private buildings.

I'm not going to use 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 freezing temperatures to prevent deep discharge, which can damage the lithium-ion cells.

What is the best lock for bikes?

Generally, the most resistant locks are U-locks. However, we recommend (especially in large cities) using several locks of different types when leaving your bike outside for an extended period. For example, a U-lock and a large chain, or a U-lock and a folding lock.

I have a tracker, should I still use a lock?

Of course, the tracker complements traditional locks but does not replace them.

Can I install my tracker myself?

We always recommend having trackers installed by professionals, especially since they are installed on sensitive parts of the bike. If you are 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 professional assistance to activate the power ports.

Privacy Policy

Does sensitive data leave the European Union?

No, all data always remains within the EU.

Do you resell usage data?

We use anonymous and aggregated data to help cities transform and improve the viability of soft mobility options.

Is my data protected?

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

Who has access to my data?

No one can access your data unless you generate a police code and share 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 the installation

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Shimano

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Bafang M400/420

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Universal

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Universal

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Bosch Generation 3

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XT-60

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XT-60

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Bosch Generation 4

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Bosch Generation 4

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