Frequently Asked Questions

Swapping and Registration

1What does the word "Swapping" mean?
The word "swapping" is the English word for "exchange." In our case, it refers to the exchange of a partially discharged battery for a fully charged one.
2What does your Swapping service consist of?
We have deployed a large number of automated battery swapping stations in the city of Casablanca. We sell electric motorcycles without batteries, and then loan the customer a lithium battery that is exchangeable at our automated stations. Our users can then purchase mileage packages that allow them to make an unlimited number of battery swaps to travel the purchased kilometers. Once their package is exhausted, they simply need to top up their account. Users only "pay" for the distance traveled, regardless of the mode or speed of driving or the weight carried!
3Is your swapping service compatible with any electric scooter?
No, our swapping service requires a compatible scooter.
4Où dois-je m'adresser pour m'inscrire au service de swapping et acheter un scooter adapté au swapping?
All you need to do is download our "GoSwap" App, available in the Apple Store and Google Store, register, and then visit one of our stores or one of our dealers to purchase a scooter suitable for swapping.
5Is the swapping application usable on all smartphones?
Yes, our swapping app is compatible with both Android and iPhone phones.

Payments and Account Top up

1How am I "charged" for using the swapping service?
Our service is based on the sale of mileage packages, meaning that you purchase kilometers, after which you can swap batteries as many times as you want to cover the acquired kilometers; you only "pay" for the distance traveled, regardless of the mode or speed of driving or the weight carried! We also encourage you to change the battery when the battery level is at 20% or higher so that you can enjoy the best of your driving experience without a reduction in speed.
2How can I top up my account?
By using our App, you can top up your account by purchasing packages in three different ways: By banking card In cash by visiting any Cash Plus, Barid Cash, or Damane Cash agency In cash at our showroom or authorized dealer as indicated on our App, in the "Map" tab.
3The packages being time-limited, what happens to the unused kilometers at the end of their validity date?
Unused kilometers expire at the end of their validity period and are automatically canceled. You will receive a notification to inform you that your plan is about to expire.
4What happens if my mileage balance is negative?
In case of a negative balance, your motorcycle will continue to operate normally until midnight, that day. If you have not remedied the situation before midnight, by topping up your account to have a positive balance, the battery will be locked - and your motorcycle will therefore not be able to run - until you fund your account to restore a positive mileage balance. You will receive a notification in our App to inform you that your account balance is negative and needs to be topped up. Your vehicle will also display a red "$" sign.
5Is it necessary to have a positive balance (in kilometers) or a valid one (i.e., not expired) to keep a swapping battery?
Yes, you must have a positive account balance to continue using the swapping service. If you wish to stop using the swapping service, you just need to return the battery in your possession to us. We can provide you with a battery if you decide to rejoin the swapping service at a later time. Note that you can also (i) sell your scooter to a user of the swapping service or (ii) unsubscribe from our service and purchase a battery and charger to continue using your motorcycle independently of our swapping service.

Mobile Application

1Is the swapping application usable on all smartphones?
Yes, our swapping app is compatible with both Android and iPhone phones.
2What does the GoSwap app allow me to do?
It allows you among other things to: Geolocate battery exchange stations Identify available batteries Reserve a battery, if you wish TopUp your account with kilometers Check the status of your vehicle and geolocate it Immobilize your vehicle remotely View your purchase and consumption transactions Contact our customer service and provide feedback Request an invoice ... and much more - Immobiliser votre véhicule à distance - Consulter vos transactions d'achats et de consommation - Joindre notre service client et faire une réclamation - Demander une facture ... et plus encore

Specific Cases

1I am moving to another city where you are not present, or I decide to no longer participate in the swapping service. What should I do?
You can either: 1 - Sell your scooter to a user from this city who will sign up for swapping. To do this, you will need to "unlink your motorcycle" from your GoSwap account, and the buyer will need to link it to their own account. This feature can be found in the "Your Account" tab under the "Unlink My Motorcycle" section. 2- Contact us to unregister your scooter from our platform and purchase one or more batteries with their charger, which will allow you to take your scooter to use it outside of our Swapping service. Note: The purchased battery will not be usable in our Swapping network. 3- You can return the battery in your possession and keep your vehicle. We can provide you with another one if you decide to rejoin the swapping service.
2How can I report a problem or make a suggestion to customer service regarding the exchange cabinets?
You can share your comments and report issues through our App by selecting a station and clicking the "attention" panel at the top right of your screen.
3Can I suspend my membership in the swapping service for a defined period?
es. You can suspend your membership in the swapping service as long as (i) your account has a zero or positive balance in kilometers and (ii) you return the battery in your possession We will provide you with another battery when you decide to start using the swapping service again.
4I am selling my scooter. The buyer is asking me if he needs to pay you anything to join the swapping service.
No, the buyer can register directly for the swapping service on our app without having to pay an "entry fee."". He will then just need to link his account to the motorcycle to start using our swapping service.