Most frequently asked questions

Our recommended retail price of the Tracefy Pro €199 excluding connector, installation time and subscription.

With Enra, you get a discount of 25% on the theft premium and with ANWB you get 20% discount on the theft premium if the bike has a value of €4,499 or lower.

The Tracefy Pro is Kiwa certified and therefore approved for all insurance companies in the Netherlands.

FietsZeker insures Fatbikes in combination with our GPS tracker.

The Tracefy Pro works across Europe by default. If you travel outside Europe, the tracker will also work, but we will have to change settings on the tracker. We do depend on the local network.

The investigation service operates only in the Netherlands and Belgium. Should the bike be stolen in another country, we will contact the local authorities. This rarely happens.

As a consumer, you can only track bikes in an app. Not in web environment. Companies with a large fleet of vehicles do have this option.

Yes that is possible, however, you cannot report the bike according or stolen without the Tracefy PRO app. Activation without a smartphone is possible via app.tracefy.com/add-bike

However, the bike can only be tracked via the Tracefy PRO app unless you have a large fleet of vehicles. In that case, contact info@tracefy.com

Yes this is possible, you do this via the 'my bike' button in the Tracefy PRO app. Then tap 'add bike' and continue the steps.

Approximately 4 weeks. NOTE: This is with a full backup battery and when the bike is stationary. When cycling without battery or power from the bike, the backup battery will run down faster.

The tracker most likely works only on the backup battery, the tracker does not receive power from the vehicle. Please contact the dealer.

Our GPS sleeve tracker fits +- 95% of all E-bikes. Get advice on this from one of our dealers.

The GPS tracker is for e-bikes, scooters, cars and electric scooters. NOT For normal bikes.

You can add multiple Tracefy Pro vehicles in one app. You pay a subscription per GPS tracker. If your fleet is larger than 5 vehicles, we recommend using our online portal. This is more convenient. If you are interested in this, please send an e-mail to info@tracefy.com. info@tracefy.com

Yes, this is possible. You can share your login details with the person who also needs to follow the bikes. So you do not need a second subscription for this.

Our recommended retail price is €199 excluding connector. The dealer may charge extra for a connector + any installation costs. On some bikes, the tracker can be installed even better. This costs the dealer more time and these costs may be passed on.

We offer a 1,2,3,4 or a 5-year subscription for the Tracefy Pro (If you choose an adult subscription, you do have to prepay all years):

1-year subscription = €89.95 per year

2-year subscription = €84.95 per year

3-year subscription = €74.95 per year

4-year subscription = €69.95 per year

5-year subscription = €64.95 per year

No, this is not possible. This is only possible through one of our dealers or if Tracefy does the assembly on site.

The cost for a home installation is €399. This does not include subscription costs. The cost includes the tracker, adapter plug, installation time and call-out charges. (in the Netherlands only). If you would like to order this, you can do so via the following link: https://tracefy.com/nl/product/tracefy-gps-tracker-inclusief-installatie/

More than 900 bike shops in the Netherlands and Belgium sell our product. You can find your nearest dealer via the following link: https://tracefy.com/nl/tracefy-official/dealer-zoeken/

This varies by insurance company. Usually, we have 72 hours to track down the bike. After that, the insurance company's procedure kicks in.

No, this is not possible. A mandate is created when the subscription is taken out. This data is not editable. If the bike is resold, the current subscription will be discontinued and the new owner must take out a new subscription. Tracefy does not make refunds on outstanding months/years of the subscription.

When the bike is stationary, the tracker gives its location every 12 hours. As soon as the bike is moved, the tracker immediately gives a new location again and the last seen is updated in the app to 'now active'. The reason the tracker does not keep transmitting constantly when the bike is stationary is to save the backup battery. It would otherwise run down far too quickly.

In the Tracefy PRO app, you can report the bike as stolen, this can be done at the top left by pressing the shield or at the bottom left at my bike. The tracking service will contact you as soon as possible.

First check your spam box to see if the email ended up there. If not, check that you are using the right app. If you have a Tracefy Pro tracker, make sure you create your account in the Tracefy Pro app and not in the Tracefy Solo app and vice versa.

The Tracefy SOLO is Kiwa certified and therefore approved for all insurance companies in the Netherlands.

No, the SOLO only works in the Netherlands. In normal mode, the SOLO uses the LoRa network. Currently, this network is only operational in the Netherlands.

In its 'normal' mode, the Tracefy SOLO only uses the LoRa network. This network is not an accurate method of determining the location of a vehicle. Once the bike is stolen, the consumer reports it in the app. Once this is reported, the tracker is updated and the GPS chip turns on. This gives us an accurate location and allows us to track the bike.

The Tracefy SOLO updates its location 6 times a day. This is an indication of where the bike is approximately. The deviation can be a few kilometres. It may occasionally happen that the Solo tracker skips an update. This is because the Lora network is not a very constant network.

The Tracefy SOLO has its own internal battery and is therefore NOT connected to the vehicle's electrical system. The tracker is mounted out of direct view.

The battery life of the Tracefy SOLO is at least 3 years. This is what we have to guarantee from the Kiwa certificate. We are still investigating whether it is still possible to extend the subscription by 1 or 2 years after 3 years. More on this later.

No, the battery cannot be charged. The Tracefy SOLO needs to be replaced.

No, in case of theft, the Tracefy SOLO's internal battery is completely used up. After theft, a new SOLO must be fitted and a new subscription taken out. These costs may be reimbursed by the insurance company.

The 3-year subscription costs €209.85 and is paid at once in the Tracefy SOLO app. The annual price is converted to €69.95.

Yes, the policy number field is optional. You can fill it in later in the app.

The Tracefy SOLO is suitable for boats, electric bikes, normal bikes, scooters, etc. The SOLO is not connected to the vehicle's power supply. As long as the SOLO is mounted behind something made of plastic, it will function. However, the SOLO tracker only works in the Netherlands.

The first thing to check is the spam box. If the mail is not in here contact the bike shop. He can check in his portal whether the e-mail address is spelled incorrectly. He can also change the e-mail address and send the e-mail again.

It is correct that you only received 1 activation e-mail. Please create an account via the link and pay for the first subscription. You can then log in to the Tracefy SOLO app. Then press 'bike'. You can then add the second bike on this page.

You will receive an e-mail after the bike shop has registered the tracker in its portal. In the mail, you can complete the account and close the subscription. You can then log in to the Tracefy Solo app with your email address and password. If you haven't received a mail, contact the bike shop. They can change the mail address and send the mail again.