SUPPORT

We provide assistance with any questions not covered in the FAQ, additional information, help with purchasing a LYRIQ, LYRIQ V or a VISTIQ, booking a service appointment, or scheduling a test drive.

Our agents are proficient in English, German, French, Swedish and more.

Our live support chat is available Monday to Friday, from 9:00 to 17:00 CET.

Yes, our live support chat is regional and will not be available on national holidays specific to your region.

If you need assistance outside of our live chat hours, you can reach us via this form. We strive to respond to all email inquiries as promptly as possible.

Over-the-Air (OTA) technology allows some vehicle software updates for certain vehicle components to be downloaded and installed over a wireless connection. This technology provides a convenient way to update your vehicle with some of the latest available software. This functionality is available on Connected Services equipped Cadillac electric vehicles in Europe.

1. Download: Updates are automatically downloaded in the background.

2. Installation:  After the download is complete and your vehicle is parked, you’ll receive a notification on your center display to install the update. When you’re ready to begin, tap “install” and follow the on-screen prompts, which will instruct you to turn off the vehicle. This process can take up to 20 minutes to complete and can’t be stopped once started. Your vehicle will be disabled and cannot be driven during the installation.

To help ensure that your vehicle software update is successful, your vehicle needs to be connected to a mobile device hotspot, home network or public network. Avoid locations with poor signal, such as underground car parks, under bridges, or enclosed structures, as they may interrupt the update or cause delays. 

The first step is to accept the download of the software. Download times will vary depending on the size of the update and the wireless signal strength. You can continue to use your vehicle normally during the software download.

Once the software is downloaded, you can begin the installation process. Your vehicle will be immobilized (i.e., will not be usable/drivable) during this portion of the process. This cannot be overridden once the installation has begun.

Vehicle software update installation times will vary depending on the component being updated and the contents of the update. The in-vehicle notice will provide the estimated completion time for the installation. Generally, the software installation is expected to take 20 minutes or less.

During the software download, you can continue to use your vehicle normally. The download will automatically pause and resume if you turn your vehicle off or lose network connectivity during the download (e.g., if you pull into a parking garage).

During the installation, the vehicle will be disabled and cannot be driven for most  updates:

• Please park your vehicle in a safe and secure location
• You will not need to remain in your vehicle during the installation
• Features, such as door locks, windows and chimes, may not work during the installation
• If you leave the vehicle, do not lock occupants inside

You may notice one or more system resets during the installation process.

To confirm if your vehicle supports Over-the-Air vehicle software updates, go to the "Settings" menu in your infotainment system and look for either of the following:

• Under the "System" tab, go to the "Vehicle Software" section and look for "Updates"
• Choose "Software Information" and then look for "System Update"

If you see these options, your vehicle supports Over-the Air vehicle software updates. Steps may vary by vehicle. To be eligible for vehicle software updates for your vehicle, you must have subscribed to and activated Connected Vehicle Services for that vehicle.

Note: If you have not subscribed to and activated Connected Vehicle Services for the vehicle , the vehicle will not be eligible for vehicle software updates.

Depending on the specific message or error received, many vehicle software update situations will resolve on their own through natural use of the vehicle. For example, a message regarding a download or connection error may occur in situations where the vehicle has limited cellular connectivity. In that case, the situation will be resolved once the vehicle is moved back into an area with sufficient cellular connectivity. Another type of message that could result indicates the vehicle conditions for software update download/installation are not ideal at this time. In this case, a drive cycle could improve conditions, such as battery charge, by turning off autostop during your next drive cycle for more aggressive battery charging.

For remaining questions, you can contact Cadillac Support.

Yes, for both download and installation notifications, you can do any of the following: 

• Select "Dismiss/Next Time" or dismiss the screen by pressing the "X" in the upper-right corner of the message. You will be reminded again after your next ignition cycle 
• Select "Remind Me Later"; you will have the option of being prompted about the update again after a duration of your choosing
• Select “Schedule” then select a time that you will not be using the vehicle when you’d like the update to install
• You can also choose to ignore the message and continue using your vehicle normally. You will be reminded again at a later time  
  
  

Overall, the system will attempt to remind you about the update (dependent on the type of update) and then will stop presenting the download or installation notice. If you choose “Decline/Delete”, you will not be reminded again, and the update will not occur. Instead, you can take your vehicle to a Cadillac service partner to perform the update at a later time.

Go to "Settings" in your infotainment system and look for either of the following. Steps may vary by vehicle.

• Under the "System" tab, go to the "Vehicle Software" section and look for "Updates."
• Choose "Software Information" and then look for "System Update.”

If you choose “Decline/Delete”, you will not be reminded again, and the update will not occur. Instead, you can take your vehicle to a Cadillac service partner to perform the update at a later time.

At the moment, our portfolio includes the LYRIQ, LYRIQ V, and the VISTIQ.

Yes, in Europe Cadillac currently only offers electric vehicles. This reflects Cadillac and General Motors’ shared commitment to a future of zero crashes, zero emissions, and zero congestion. Technological progress in battery systems and the increasing availability of public charging infrastructure have made EV ownership more accessible and practical than ever.

The vehicle’s battery status is displayed in the dash, showing the State of Charge (SoC) of the battery in %. It is ideal to keep the battery between 20-80%.

 The Cadillac LYRIQ delivers a confident WLTP range of up to 530 km, perfect for long getaways or daily drives. When it’s time to recharge, fast-charging capabilities of up to 190 kW mean you can add up to 130 km of range in just 10 minutes.

With a WLTP range of up to 460 km, the LYRIQ V blends thrilling performance with everyday practicality. And thanks to DC fast charging up to 130 kW, you can add up to 100 km of range in just 10 minutes.

Designed for life in motion, the VISTIQ offers a WLTP range of up to 466 km. It supports DC fast charging up to 190 kW.

To charge your vehicle at home, you can use the supplied cable set (Level 1), which can be connected to any normal socket. However, this takes a long time. Ideally, you should have a wallbox (11 or 22 kW) installed near your parking space to charge your vehicle more efficiently. We offer loading solutions, for more information please contact customer service.

Currently, Cadillac does not offer a branded home charger or a wall-box. However, we have partnered with reliable installation partners who will be able to provide you with an end-to-end home charging solution including consultation, providing a wall-box, installation, and support.

The cost of the home charging solution can vary depending on factors such as the specific hardware chosen and any additional installation requirements. Our installation partners can provide you with detailed pricing information during the precheck or consultation process.

In most cases, our recommended installation partners can work with your existing electrical system to install the home charger. However, if any modifications are required, they will discuss this with you during the consultation or pre check process.

If you experience problems with your home charger, you can rely on support from the trusted partners you purchased your device from. These partners specialize in diagnosing and fixing most problems, as well as handling warranty claims and repairs, so if you encounter any problems, they should be your first port of call.

The Cadillac Charge App is an additional mobile application exclusively available for Cadillac electric vehicle (EV) drivers in Europe. Cadillac Charge App serves as a dedicated solution aimed at providing seamless public charging and enhancing the overall Cadillac ownership experience.

Cadillac Charge offers several benefits, including:

• Access to pan-European public charging networks. (More than 850.000 charging points and growing)
• Full price transparency with clear breakdowns of charging session costs.
• Hassle-free payments and authentication through the app or charge card.
• All-in-one management platform for managing payments, usage data, invoices, and support.
  

To get started with Cadillac Charge, follow these steps:

• Download the Cadillac Charge app from the App Store or Play Store.
• Register for the service using your Cadillac account credentials.
• Activate the Cadillac Charge Card by linking it to the app.
• Enter your required information and add a payment method.
• Choose your tariff and start exploring the Cadillac Charge network.
  

Cadillac Charge is a subscription-based service, offering access to pan-European charging networks and enhanced benefits such as simple payments, transparent prices and preferential rates* (*package/offer conditions apply). We tailor our subscription packages to meet your charging preferences, optimizing for cost efficiency. Depending on the package you choose, a monthly subscription fee may be applicable. For details on available packages, please check your app or the offer provided.

Your completed charging sessions with Cadillac Charge will be charged to the payment method you provided during registration in the app. Charges are based on the pricing structure associated with your chosen tariff and are processed securely through the app. 

You can manage your Cadillac Charge account using the Cadillac Charge app. The app allows you to handle all aspects of your public charging needs, including managing payments, tracking usage data and invoices, ordering new charge cards, and accessing support.

If you encounter any issues or have questions about Cadillac Charge, you can contact our customer support team for assistance via chat or our help page. You can reach out through the link provided on the app or visit our website for additional support options.

Cadillac Charge does not own or operate the charging infrastructure, unless specified. For this reason, Cadillac Charge has limited control over the infrastructure specific aspects such as charging location, hardware, etc., So any issues to deal with charging station and location itself - we will encourage our users to reach out to the respective operators for quick resolution. Cadillac Charge already provides the contact details of CPOs in the charger information section in the app, additionally this information is also typically available on charger station or location itself.

The Cadillac Charge network is continuously monitored and maintained to ensure reliability. Since Cadillac doesn’t own and directly operate the charging infrastructure, we work with our partner(s) to ensure reliability. We strive to provide users with access to a dependable network of charging stations across Europe.

Yes, the Cadillac Charge app provides users with access to their charging history and usage data, allowing them to track past charging sessions and monitor their overall usage of the service.

We are continuously exploring opportunities to enhance the Cadillac Charge experience, including the possibility of introducing a loyalty programs or rewards system or subsidies. Check your offer for any applicable rewards or charging subsidies and stay tuned for updates on additional benefits for Cadillac Charge users.

You have the option to buy or lease the LYRIQ, a LYRIQ V or The VISTIQ with our banking partners on this website or at Cadillac City Zurich.

Yes, you can!

Get in touch with our Customer Support team.

Please note, you can request a trade-in quote at any time, but the offer is subject to the placement of a  LYRIQ, LYRIQ V or a VISTIQ  order.

You can configure and lease vehicle completely online. Just go to the configurator, configure the Cadillac of your dreams, and proceed to check out.

Here is what will happen next:

1. You will be asked to create an account
2. You will select your service package and insurance (both optional)
3. You will be completing the leasing application (verify your phone number, provide information regarding your personal details, household, job, income & expense information)
4. You will need to download the IDnow app to authenticate yourself
5. Once you complete your leasing application, the bank will review it and, if approved, send you an e-mail with your leasing contract to sign digitally
6. You will receive an SMS with a request to create an account to be able to sign the contract digitally using Swisscom as an E-sign provider
7. You will receive an email to sign the contract on the e-signing platform Skribble

For any questions throughout the process, you can get in touch with our Support Team through this form or live chat.

Yes it is a fixed rate.

You will be charged according to the terms & conditions of your contract for excess kilometers.

You have the option to choose from various insurances that are added to your monthly leasing rate. Please note that motor insurance is mandatory - you can either sign it with us or present your own motor insurance. Please consider the terms and conditions of your contract.

Motor Insurance Flex:

- Fully comprehensive insurance covering damage caused by collision to own vehicle (deductible: CHF 1000.-)

- Comprehensive insurance also includes liability insurance and covers property damage and personal injury caused to a 3rd party with the vehicle.

Note: A prove of a fully comprehensive insurance is mandatory. Customers can present their own insurance. In the event of a claim, assignment of the insured amount is transferred to CA Autobank not to the customer - corresponding document must be signed upon vehicle handover.

GAP Insurance:

- The GAP insurance is a supplement to the mandatory fully comprehensive insurance and thus optional

- The insurance benefit is equal to the difference between the cash purchase price and the fully comprehensive insurance benefit.

Keep in mind: Fully comprehensive insurance only covers the current vehicle value. GAP insurance covers the gap to the cash purchase price.

Comfort Plus:

- Can be selected optionally, only for private customers

- Protects customers against unforeseeable financial risks caused by incapacity for work or unemployment

Traffic Legal Protection:

- Insured Legal Cases: Criminal Law & Withdrawal of Driver's license

- Included services: Handling of the legal case and representation by a lawyer, Legal advice, worldwide insurance coverage for the above mentioned legal cases

You have the option to choose from two service packages, which will be added to your monthly installment. Please note that all service and maintenance work must be carried out at our certified service partners. For more information, please consider the terms and conditions of your contract.

The service package includes all the cost for covering the regular maintenance of the vehicle, including fluid and parts plus the following wear & tear components:

- Brake pads

- Brake discs

- Shock absorbers

- Fuses- Wipers

All the components not explicitly declared are to be considered not included in the service package.

The service package includes all the cost for covering the regular maintenance of the vehicle including fluid and parts plus the following wear & tear components:

- Brake pads

- Brake discs

- Shock absorbers

- Fuses

- Wipers

- A set of winter wheels (default variant for the winter rims is always the LUXURY version), pressure sensors and the seasonal installation and storage of the off-seasonal tyres.

All the components not explicitly declared are to be considered not included in the service package.

Absolutely - the security of your online data is our priority, and we adhere to all local and international laws and regulations for your safety.

Yes, you can. However, there will be a cost associated with an early termination according to the terms and conditions of your contract.

This is a legal requirement, Cadillac Europe GmbH (Cadillac) has compliance obligations under the export control laws and regulations of the United States, United Kingdom, European Union, and other relevant jurisdictions which may restrict exchanging commodities with designated individuals or certain countries and their nationals.

Creating an account is a requirement as it will allow you to:

- track your order
- manage Cadillac extra subscriptions
- manage privacy settings and personal details
- use the same log-in for My Cadillac App.

The price of the insurance varies depending on the personal information provided in the insurance questionarie (e.g. driver's age, nationality and driving history). In other words, we provide an accurate and customised cost for the insurance package based on your answer.

The down payment is an initial one-off payment that reduces your monthly instalment. This amount can vary from CHF 0.- to CHF 18 500.- in increments of CHF 500.-

ZEK (Zentralstelle für Kreditinformation) is a registry of all Credits or Leasing held by private customers in Switzerland. Its goal is to prevent customers from bankruptcy by checking that the total amount of credit he subscribes to is not above what they can afford.

OTP stands for One Time Password. It is used to verify your phone number, you will receive an SMS from CA Autobank with a unique code that you need to input in the OTP field.

You can cancel your lease within 14 days after signature of the contract and return the car. After 14 days you can break the lease although there will be a fee associated with early termination, according to the terms & conditions of your contract.

We have a network of service partners that provide comprehensive service support, located in major cities in Switzerland, Sweden, Germany, and France. Their expertise and dedication will ensure your car receives top-notch maintenance. Find the location closest to you.

If you experience any unplanned events in Switzerland or abroad, and your vehicle is in one of our markets, you can visit any of our service centers for assistance.

For unexpected situations (like a breakdown) in Switzerland or abroad, even in countries not covered, we recommend contacting Touring Club Schweiz (TCS) for roadside assistance at 0800 55 19 46, or +41 58 827 61 06. They can provide road assistance or tow your vehicle to the nearest authorized service partner.

Basic maintenance cannot be performed abroad.

Diagnostic Support Resources (RMI)

Together with your Cadillac, you will get a detailed maintenance schedule document. Your Cadillac is serviced regularly, every 2 years or 24 000 km. Your vehicle's diagnostics system will also advise you when it is time for servicing. Based on the age and km driven the technical advisor will decide the operation service needed.  You can book an appointment at the service center or by getting in touch with our customer support.

Roadside assistance supports you in case of incident or an issue with your Cadillac. If such an issue occurs, you must get in touch directly with our roadside assistance partner.They will send a breakdown support vehicle to you. For Switzerland and Liechtenstein, please contact Touring Club Schweiz (TCS) on 0800 55 19 46 or +41 58 827 61 06.

We want to make sure that your vehicle is recycled in an environmentally friendly way.

Free take-back is subject to our recycling partners. Visit the vehicle recycling page to find take-back partners.

With our warranty you can only focus on driving.  Our bumper-to-bumper coverage lasts up to 4 years/100,000kms (whichever comes first). 

The electric Vehicle Battery Propulsion Warranty covers you for: 8 Years / 160,000kms (whichever comes first). 

For the sheet-metal warranty,  you're covered for 4 years for paint / Corrosion, and 10 for rust-through.

Yes, your leased vehicle has the same warranty as a vehicle bought without financing.

In any case, you should fill out an accident report for your insurance company.

If the accident is unclear, no one is clearly at fault, or one or more people are injured, the police must be notified and assist at the scene.

If your vehicle caused the accident and it wasn't driver error, please contact our customer support team so we can investigate whether or not it was a technical issue at the time.

The warranty covers repairs to correct any vehicle defect related to materials or workmanship occurring during the warranty period, excluding slight noise, vibrations, or other normal characteristics of the vehicle. Warranty repairs, including towing, parts and labor, will be made at no charge. To obtain warranty repairs, book an appointment with a Cadillac Service Center within the warranty period and request the required repairs.

Our offering will cover

- financing & insurance

- repairs & maintenance

- tyre service

- charging solutions

- fleet management solutions

- consulting services to help you transition smoothly to electric driving for your business

In order to deliver the best solution for your business please get in touch with our team

Our prices are already the best prices we can offer. However, we are committed to support every business to transition to electric fleets. If you are interested in purchasing 2 cars or more please reach out to our fleet team so we can discuss your requirements in more details.

Our team will be delighted to work out the greatest test drive experience for your employees. Please, reach out to our team via the contact form providing some information about your test drive request.

We currently offer the Cadillac LYRIQ, LYRIQ V and VISTIQ. In the coming years, we’re expanding our portfolio of electric vehicles to better meet a wider range of business needs.

If you’re interested in purchasing a Cadillac as a business customer, please configure your vehicle online and share your unique configuration URL with us via the contact form.

Yes, we have selected great banking partners to support the financing requirements of our business customers. If you however would like to work with a different banking partner please get in touch with our team.

Our Fleet Sales Team is at your disposal to present our innovative Cadillac Fleet solutions and to discuss a cooperation. Please get in touch with our team.

The pick-up location will be in the canton of Zurich. We will provide you with the best location based on the zip code you provide during the check-out process.

You can test drive The LYRIQ, LYRIQ V and the VISTIQ at the Cadillac City Zürich (Bahnhofstrasse 75, 8001 Zürich). You can book a timeslot online here.

Walk-ins are always welcomed when we have the availabilities.

If you want to make sure to have a test drive timeslot, we would highly advise you to book it beforehand.

The test drive starting from the Cadillac City Zurich store lasts approx. 1 hour.

The actual duration may vary depending on the traffic.

Additional time also needs to be foreseen to finalize the registration before the drive.

Once you have sent a request to book your test drive, an Experience Centre Guide will contact you via phone to understand your driving habits and preferences.

They will offer you the best route for your test drive.

To reschedule or cancel a test drive,  simply reply to the confirmation email you received and our Experience Centre Guide will make the necessary adjustments.

Yes. Our Experience Center Guide will be with you to help you discovering all the features of your Cadillac EV.