the other day my bike has stopped connecting to my phone app just get a big red box saying its lost conation for more than 30 minuets have tried disconnecting the battery re binding the bike to my phone and if i try calling super soco all i get is a call answering service and they pass my message on but get no reply and when i call back the call answering service tell me that they don't want to talk to me and to contact my dealer who you guess tells me to call super soco last time had a similar problem it went on and on for about 2 mounts with phone calls and e mails only to find out that there was a problem with super soco server update hope that all makes sense if anyone can help much appreciated
the other day my bike has stopped connecting to my phone app just get a big red box saying its lost conation for more than 30 minuets have tried disconnecting the battery re binding the bike to my phone and if i try calling super soco all i get is a call answering service and they pass my message on but get no reply and when i call back the call answering service tell me that they don't want to talk to me and to contact my dealer who you guess tells me to call super soco last time had a similar problem it went on and on for about 2 mounts with phone calls and e mails only to find out that there was a problem with super soco server update hope that all makes sense if anyone can help much appreciated
When does your subscription end? (It says in the app)
Updat spoke to my dealer today got a Couple of numbers to call and was told that Even though my bike is only 18 months old and the app he’s saying my subscription is valid until 2024 there’s been similar problems before Where the subscription starts from the time the bike was manufactured not the time it was purchased and super soco need to reset it so will need to call back Monday Fingers crossed
update 2 just spoke to super soco uk and apparently the super soco app is no longer supported and the new Vmoto app may not be sported by my bike that is only 18 months old so no tracking if the bike gets stolen not very happy awaiting for super soco to reply
The vmoto app seems to be Australia based? I've got live tracking for my bike I bought 2 months ago. Doesn't give me history of my tracks and the diagnostics doesn't seem to work either.
I get a bound device does not exist in the system when using my IMEI number for vmoto app
I didn’t know there was a different app it was the guy from super soco told me about it I downloaded it from the App Store this afternoon but when I entered my phone number to get a Activation code don’t get one so can’t try it but has far has I can make out there’s no tracking anymore so if the bike was to get stolen it’s gone so need to Inform my insurance has nobody Seems to know what is going on If someone could tell me what is going on and if I’m just wasting my time trying to get it working it’s like they are not bothered now they had my money that’s a shame has it’s a great bike but the after sales not so good that’s it Had my rant
There are some misunderstandings, let me clarify:
1] The ''old'' Supersoco App is NOT discontinued. The platform is fully functional.[See also point 5]
2] Bikes produced since Q2 2022 use the ''new'' VMOTO Soco app. This bikes are equipped with the next generation ECU and connect to a different platform. Manuals are updated and the end user downloads the correct app if he use the QR code in the manual.
3] The new Vmotosoco app will NOT connect to bikes equipped with the first generation ECU, you have to use the Supersoco app for older bikes.
4] Next generation ECU can be identified by a VMOTO logo on the ECU housing. Also the part number ends with xxx-xxx-xx-V. First generation ECU's can be identified by a Supersoco logo [see also point 7].
5] 3G [data]networks are depreciated rapidly by the majority of EU telecom providers. Older devices working on the 3g networks might stop working in the near future or already stopped. Supersoco have no control over this. If your imei number starts with 035xxxxxxx you are on the 3G network 4G imei starts with 086xxxxxxx. You can check this in the app.
6] If your App is not working correct, and you are in the contractual warranty period, the dealer should fix your issue.
7] Bear in mind the app function is a option. Your bike might or might not be equipped with a GPS module. If in doubt, check the ECU module. A IMEI sticker should be included on the device, sometimes the sticker is on the back of the device. The IMEI number should start with 035xxxxxxxx or 086xxxxxxx. If no imei sticker found, your bike probably is not equipped with a data ecu
8] After the 2 year free period, contract extension MUST be done within that contractual period. If you fail to do so, you will end up buying a new ECU if you want to enjoy the app function. Consider your extension if you have a 3G module, as networks are depreciated [see point5] Contract extension is done in-app.
@rzee thanks for reply I’m still waiting for super soco to call me back I was led to believe when I purchased the bike that it had gps tracking for if it got stolen sorry if I aperture a bit thick but don’t know if this is the case or not but did ask my dealer before Insuring bike as that was one of the questions they asked me the only help I’ve had from the dealer is a number to call but still Waiting for reply my EMEI number starts with 1865 and the dike is not yet 18 months old I find the app Really useful when charging the bike and if it detects any movement good for Peace of mind
Thanks for the info. I have the same issue.
Steps I have taken to try and resolve:
- Spoken with fowlers who I purchased the bike from. Not had any resolution on that yet.
- Tried to contact SuperSoco. Not had any response
- Tried to pay for the Contract via the App (i get "Payment Failed")
- Unbound and rebound IMIE in the App. Still get unable to connect
- Replaced the Sim Card in the GSM/GPRS with a working UK Sim.
- posted on these forums.
Any other Idea's to get this resolved? (I will keep chasing fowlers and super soco)
OK so I have also had the red box of doom. It does appear to be a sim issue. I have changed mine out to a giff gaff pay as you go. The app now links no problem.
The process
1 take left side panel off. 3 alan key bolts.
2 take the lower panel off three screws then slide back a cm.
3 the black box with stickers is the GSM box. Press the sides of the clear block objector and pull apart.
4 unscrew the 2 screws holding the box and cut cable tie.
5 put the box on something clean and unscrew the back.
6 in side is another box with two screws. Unscrew and turn it over.
7 undo the screws holding that box and you have the circuit board with the sim.
8 slide the sim cover to open as per writing on it.
9 replace the sim.
10 put back together and the app will now work as long as your sim is activated
