Service assistance Gocycle

Our paid telephone support service is exclusively dedicated to owners of Gocycle folding electric bikes. This service primarily focuses on preparing and guiding customers for future overhaul, repair or problem resolution procedures. It is important to note that, although we are committed to providing quality advice and support, this service does not imply a guarantee of results and immediate resolution.

Creating a ticket: Requires basic information, such as the bike's serial number.

Basic advice: Instructions and directions to properly process the request to a technician or the Gocycle manufacturer. Provision of instructions for minor repairs, the choice of spare parts depending on the models, ... Example, advice following a puncture, for changing tires, checking tire pressure, choosing a air chamber, ...

Technical support: Helps identify technical issues based on symptoms described by the customer.

Prevention: Advice on regular maintenance to prevent frequent breakdowns.

Exclusions: Requests requiring physical intervention, such as major repairs or replacement of parts, are excluded from the service.

Contact details: The service is accessible only by SMS or WhatsApp, with a recommendation to use WhatsApp for sending photos and videos.

Type of bike covered: Only Gocycle bikes with serial numbers > 300000 are eligible. Please note that Gocycle no longer provides assistance on the G1 and G2 models, namely the series, from 000001 to 299999.

One occurrence processed per order and per serial number.

Payment by card when ordering.

Authorize access to your mobile phone number for SMS, WhatsApp and calls.

Service hours (GMT Paris): Available from 10 a.m. to 1 p.m. and from 2 p.m. to 6 p.m., Monday to Friday.

Deadline calculated on the basis of service hours and working days: The deadline is set at 8 hours.

examples: A request validated at 11 a.m. on Monday will be taken into account no later than the following day, Tuesday at 11 a.m. A request validated at 11 a.m. on Saturday will be taken into account no later than Tuesday at 10 a.m.

You state your request and attach photos and videos

We acknowledge receipt of the order by email

We issue a payment request by CB card by SMS or WhatsApp (no email)

We discuss with you to clarify the request and determine the symptoms

We communicate instructions, documents, photos, videos, links...