Most frequently asked questions
SOLO
- If my bike is stolen and it is recovered, can I still use the SOLO tracker?
No, in case of theft, the Tracefy SOLO's internal battery is completely used up. After theft, a new SOLO needs to be fitted in your bike, often these costs together with the other damage to your bike are reimbursed by the insurance company. Your subscription remains unchanged.
- Is the Tracefy SOLO approved for all insurance companies in the Netherlands?
The Tracefy SOLO is Kiwa certified and therefore approved for all insurance companies in the Netherlands.
- Does the Tracefy SOLO work across Europe?
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.
- The location in the SOLO app differs a few kilometres from the actual location of the bike. How can this be?
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.
- How often does the tracker update its location?
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.
- How is the Tracefy SOLO mounted?
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.
- What is the battery life of the Tracefy SOLO?
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.
- If the Tracefy SOLO's battery is dead, can I charge it?
No, the battery cannot be charged. The Tracefy SOLO needs to be replaced.
- What is the cost of the Tracefy SOLO subscription?
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.
- I don't know my policy number yet. Can I proceed now?
Yes, the policy number field is optional. You can fill it in later in the app.
- Is the Tracefy SOLO also suitable for other vehicles?
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.
- I have not received an activation email from Tracefy. How to proceed now?
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.
- I bought two trackers, but I only received 1 activation email. What should I do?
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.
- How can I close my subscription?
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.
