support

Troubleshooting

  1. Unable to unlock with iQ System™ Smart Key
    • Possible reasons
      1. iQ System™ Smart Key has low power level or is malfunctioning
      2. No Gogoro batteries installed or power level is low
      3. Scooter entered hibernation mode due to long-term inactivity or power level is too low before locked
      4. Incorrect user ID registered in Gogoro batteries (might have installed batteries from another Smartscooter™)
      5. The Smartscooter™ fell down and the Fall Down Protection is activated
      6. Strong radio signal sources, e.g. cell phone base stations, might interfere with the iQ System™ Smart Key, and shorten its effective range.
    • Solutions
      1. Try another iQ System™ Smart Key
      2. Use charged batteries
      3. Press the “GO” button for over three seconds to deactivate hibernation mode
      4. Replace with correct Gogoro batteries
      5. Pull out the batteries, wait for 5 seconds, and insert them back.
      6. Place the iQ System™ Smart Key near the center of the faceplate and press it firmly.
  2. Unable to lock with iQ System™ Smart Key
    • Possible reasons
      1. Motor still running in standby mode
      2. Battery low in iQ System™ Smart Key
      3. Strong radio signal sources, e.g. cell phone base stations, might interfere with the iQ System™ Smart Key, and shorten its effective range.
    • Solutions
      1. Hold the brake lever and lightly press the “GO” button or extend the side stand to shut the motor off
      2. Use iQ System™ Smart Key with charged batteries
      3. Place the iQ System™ Smart Key near the center of the faceplate and press it firmly.
  3. Seat cannot be opened
    • Possible reasons
      • The luggage compartment is too full and the seat is pushed upwards by the contents.
    • Solutions
      • Use your hand to push down firmly on the tail of the seat, and press and hold the button on iQ System™ Smart Key for 2 seconds, or press the “seat opening” button, release or lift the seat when you hear the “Click” sound, and the seat will open
  4. Motor does not enter standby mode after “GO” button is pressed
    • Possible reasons
      1. Electronic throttle or reverse throttle not returned to neutral position
      2. Side stand not fully retracted
      3. Brake lever not pulled firmly enough
      4. Seat not closed firmly
    • Solutions
      1. Return the electronic throttle or reverse throttle to neutral position
      2. Retract the side stand
      3. Hold braking lever on either side firmly
      4. Close the seat firmly
  5. Scooter performs poorly or stops completely on the road
    • Possible reasons
      1. System temperature too high activates Overheat Protection Mode automatically
      2. Power of Gogoro batteries is low and the scooter enters Low Energy Mode or cuts the power completely
    • Solutions
      1. Exchange batteries with normal temperature at GoStation®
      2. Use charged batteries
  6. Smart phone cannot pair with scooter
    • Possible reasons
      1. Phone specification does not meet minimum system requirements
      2. Latest version of Gogoro® App not installed and opened correctly
      3. User did not press the Hazard Button or did not press the button long enough for the scooter to enter Bluetooth pairing mode
      4. User pressed the Hazard Button in motor standby mode, which prevents the scooter from entering Bluetooth pairing mode
      5. User tried to log into the Gogoro® App with incorrect account credentials
    • Solutions
      1. Use another phone with adequate specification
      2. Download and install the latest Gogoro® App
      3. Make sure the Hazard Button is pressed long enough and the “iQ System™ Quick Link” icon is blinking to start the pairing process
      4. For safety, please shut off the motor before pressing the Hazard Button to start the pairing process
      5. Log in with correct account credentials
    • Possible reasons
      • Abnormality occurred on the scooter
    • Solutions
      • Contact Gogoro Service Center for assistance
  • If any situation not listed above takes place or problem cannot be solved by following the instructions, please remove batteries from the scooter, wait five seconds and insert the batteries again; this triggers a quick reset to the onboard systems. Once the dashboard ⚠ warning icon goes off, unlock with iQ System™ Smart Key again. (Quick reset does not affect existing personal settings). If situation persists, please contact Gogoro Service Center at 080-036-5996 for inspection or services.