Most frequently asked questions
PRO
- Why can the purchase price vary from one dealer to another?
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.
- What is the cost of the GPS tracker?
Our recommended retail price of the Tracefy Pro €199 excluding connector, installation time and subscription.
- Will I get a discount on my insurance if I install a GPS tracker?
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.
- Is the Tracefy Pro Kiwa certified?
The Tracefy Pro is Kiwa certified and therefore approved for all insurance companies in the Netherlands.
- Can I still insure my Fatbike with your GPS tracker?
FietsZeker insures Fatbikes in combination with our GPS tracker.
- Does the Tracefy Pro only work in the Netherlands?
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.
- Can I also track my bike in web environment instead of an app?
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.
- Can I also activate Tracefy PRO without a smartphone?
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
- Can I add multiple bikes (trackers) to the Tracefy PRO app?
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.
- How long does the tracker's backup battery last?
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.
- I see that my tracker does not create rides in the app or it only draws straight lines, how is that possible?
The tracker most likely works only on the backup battery, the tracker does not receive power from the vehicle. Please contact the dealer.
- Will the tracker fit in any E-bike?
Our GPS sleeve tracker fits +- 95% of all E-bikes. Get advice on this from one of our dealers.
- Does the tracker also work in other vehicles?
The GPS tracker is for e-bikes, scooters, cars and electric scooters. NOT For normal bikes.
- Can multiple vehicles be added in the app?
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
- Can multiple users track the same bike(s) in the Tracefy Pro app?
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.
- What is the cost of the Tracefy Pro subscription?
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
- Can I also order the Tracefy Pro tracker online and install it myself?
No, this is not possible. This is only possible through one of our dealers or if Tracefy does the assembly on site.
- What are the costs if Tracefy comes to install 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/
- Is there a Tracefy dealer near me?
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/
- How long does Tracefy have to track the bike?
This varies by insurance company. Usually, we have 72 hours to track down the bike. After that, the insurance company's procedure kicks in.
- Can the current subscription be transferred to a new person if, for example, the bike is sold on?
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.
- How can I get the tracker to show a last seen of, say, 3 hours? I always have a live connection, right?
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.
- My bike has been stolen, now what?
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.
- I press forgot password in the app, but I don't receive an email. What can I do?
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.
