SUPPORT

How can we support you?

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

In which languages can we assist you?

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

When is live support chat available?

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

Are there times when live support chat is unavailable?

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

How can I contact support outside of live chat hours?

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.

VEHICLES & ACCESSORIES

What models do you offer?

At the moment we have only the LYRIQ in our portfolio.

What is a Lyriq?

LYRIQ is the first electric SUV in a new generation of Cadillacs. It is a bold design statement that combines the famous prestige of the Cadillac brand with dazzling style, premium comfort and seamless technology.

Do you only offer EVs?

In Europe, yes. Cadillac, like the rest of GM, is committed to delivering a future with zero crashes, zero emissions and zero congestion. Advancements in battery technology and availability of public infrastructure have made it easier than ever to own an electric vehicle. By the end of the decade all new Cadillacs in the portfolio will be EVs.

What is the Ultium Platform?

Ultium is GM's game-changing EV battery platform. The innovative technology delivers outstanding power, range and performance, making it easy for you to stay charged. The flexible battery architecture also enables a near 50/50 weight distribution of the vehicle and a lower center of gravity, resulting in a drive that's sporty, responsive and joyful.

What accessories are available for my LYRIQ?

During the car configuration process, you have the option to include the roof rack and tow hitch. Additionally, a wide range of other accessories and merchandise will be available on our eCommerce platform.

How does the infotainment system work?

The LYRIQ’s infotainment system is powered by Google built-in. Through this exciting partnership, LYRIQ is providing a best-in-class experience by leveraging the familiar functionality of Google Maps, Google Assistant and the Play Store — all embedded into the native infotainment experience.

FEATURES AND CHARGING

How can I check the charging status of my vehicle?

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%.

How far can I drive without charging?

The LYRIQ has a range of up to 530km. Actual range, however, depends on a number of factors, from how you drive to the type of terrain. Driving style, topography and ambient temperature will all impact how far you can go on a single charge.

What do I need to charge my vehicle at home?

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.

Do Cadillac offer a home charger or a wall-box?

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.

How much does the home charging solution cost?

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.

Will I need to make any modifications to my home's electrical system for installation?

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 precheck process.

What if I encounter any issues with the home charging equipment?

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.

CADILLAC CHARGE APP

What is the Cadillac Charge App?

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.

What are the benefits of using Cadillac Charge?

Cadillac Charge offers several benefits, including:

  • Access to pan-European public charging networks. (More than 650.000 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.

How do I get started with Cadillac Charge?

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.·
  • ctivate 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.

Is Cadillac Charge free? Do I need to pay for the service?

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.

How will I be charged for my charging session with Cadillac Charge?

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. 

How can I manage my Cadillac Charge account?

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.

What should I do if I encounter any issues with Cadillac Charge?

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.

For what reasons should I first reach out to CPOs (Charge Point Operators) and for what Cadillac Customer support?

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.

How reliable is the Cadillac Charge network?

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.

Can I track my charging history and usage data with Cadillac Charge?

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.

Is there a loyalty program or rewards system or charging subsidies for Cadillac Charge users?

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.

BUYING

Where can I buy a LYRIQ?

You have several purchasing options for the LYRIQ. You can buy one directly through our homepage. If you prefer personalized assistance, our team at any of our locations is ready to help. Additionally, feel free to reach out to our Customer Support team if you have any further questions.

What buying or leasing options are available?

You have the option to buy or lease the LYRIQ through our banking partners on our website or at one of our Cadillac locations. To see where we're currently located, please visit our website or reach out to our Customer Support team

Can I trade in my current car?

Yes, you can! 

Get in touch with our Customer Support team . Please mind, you can request a trade-in quote at any time, but the offer is subject to a placement of a LYRIQ order.

What does the Cadillac Maintenance package include?

For cash purchase:


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 absorbs

- Fuses- Wipers


All the components not explicit declared are to be considered not included in the service package.The duration of the package is 4 years or 100.000km, depending on which occurs first.

What does the Cadillac Maintenance & Winter Wheels package include?

For cash purchase:


The winter wheels package covers the cost for

 

- A set of winter wheels (default variant for the winter rims is always the LUXURY version), 

- Pressure sensors

- Seasonal installation and storage of the off-seasonal tires.

 

No additional set of tires, rims or sensors are included in the package.The duration of the package is 4 years. 

LEASING

How do I lease a LYRIQ?

We currently offer the following options to lease a LYRIQ:


For private customers we offer an operating lease. You can simply configurate and lease a LYRIQ on our homepage. Alternatively, our experienced staff at any of our locations can assist you in person.


For corporate clients, we collaborate with our banking partner to offer two leasing options: Financial Leasing and Business Leasing. Please contact our Customer Support team for personalized assistance.

Is the monthly lease rate a fixed rate?

Yes it is a fixed rate.

What happens if I exceed my lease's kilometres?

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

Is insurance included in my lease agreement?

For our private customers, the insurance is included in the monthly rate of the operating lease. Please consider the terms and conditions of your contract. 

For corporate clients the insurance is not included in the Financial or Business lease.

Is servicing included in my lease agreement?

Yes, the Service and Maintenance is included in your monthly rate of the operating lease for private customers.

Please consider the terms and conditions of your contract. 

For corporate clients:The Service is included in the Business lease up to a certain milage. 

While not automatically included in the Financial lease, it can be optionally procured as an additional package.

What does the Cadillac Maintenance package include?

For the operating lease:

 

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 absorbs

- Fuses

- Wipers


All the components not explicit declared are to be considered not included in the service package.The duration of the service package has the same of your operative leasing agreement. 

 

For the financial lease:


The service package includes all the cost for covering the regular maintenance of the vehicle, including fluid and parts. The service package does NOT cover any wear and tear components.The service package has the same duration (months and mileage) of your financial agreement.

What does the Cadillac Maintenance & Winter Wheels package include?

For the operating lease:


The winter wheels package covers the cost for

- A set of winter wheels (default variant for the winter rims is always the LUXURY version),

- Pressure sensors

- Seasonal installation and storage of the off-seasonal tires.

- Tire repairs

- An additional set of winter or summer tires


The duration of the package is the same as the duration of your financial agreement.

 

For the financial lease:


The winter wheels package covers the cost for

 

- A set of winter wheels (default variant for the winter rims is always the LUXURY version), 

- Pressure sensors

- Seasonal installation and storage of the off-seasonal tires


No additional set of tires, rims or sensors are included in the package.The duration of the package is the same as the duration of your financial agreement.

Is it safe ordering a lease vehicle online?

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

Can I return my lease vehicle before the contract expires?

Yes, although there will be a fee associated with early termination, according to the terms & conditions of your contract.

Why do I have to go through the export compliance screening?

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.

Why is the account creation compulsory to order a car?

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


- Track your  order
- Manage Cadillac extra subscriptions
- Manage privacy settings and personal details

What is the down payment?

The down payment reduces the monthly cost of your lease.

The amount varies and depends on various factors.

If you have any questions about the deposit, please contact our customer service

Can I cancel my lease?

You can cancel your lease within 14 days after signature of the contract.

After this period, the contract is binding.

SERVICE AND REPAIR

Where can I get my vehicle serviced?

In case of unplanned event or normal maintenance in your country, you can visit one of our service centers located in Stockholm and Göteborg:


 
Hedin Bil Stockholm - Akalla

Esbogatan 8

164 74 Kista

Stockholm
 


Hedin Bil Göteborg - Åbro

Argongatan 20

431 53 Mölndal

Göteborg


 
For unplanned events in a country not covered, we recommend contacting Cadillac customer support. In case the issue requires the vehicle to not be used (driven) we will provide a tow service to the nearest service center or a mobile service/field engineer inspection. Normal maintenance cannot be done abroad.

How often do I have to service a LYRIQ?

Together with your LYRIQ, you will get a detailed maintenance schedule document. Your LYRIQ 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.

How does roadside assistance work?

Roadside assistance supports you in case of incident or an issue with your LYRIQ. 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. Please contact the  Roadside Assistance Sweden number: 020-78 77 88 (local number)  0046-771-78 77 88 (international number)

INSURANCE & WARRANTIES

Is insurance included in my lease agreement?

Yes, the insurance is included in your monthly rate. Please consider the terms and conditions of your contract.

What is the duration of the warranty?

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.

Is my lease vehicle under warranty?

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

What do I do If my lease vehicle is in an accident?

If the accident is related to an issue with the vehicle, you should contact customer support and describe in detail the problem you have experienced to book an appointment to Cadillac Service Center, where a the technician will check the vehicle. If the accident was caused by human error and not by an issue with the car, you should contact the lease provider.

What is the base warranty?

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.

B2B    

What type of offering do you have for business customers?

We offer two types of leasing tailored for business customers:


The first option is the Business Leasing, which comes with a guaranteed residual value.

Secondly, there's Financial Leasing, where the residual value is not guaranteed.


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

Do you offer fleet discounts?

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.  

How can I organise a test drive event for my company?

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.

Do you only offer the Cadillac Lyriq for business customers?

Currently we only have the Cadillac Lyriq but we are expanding our portfolio of EVs in the upcoming years to enhance our offering to cover more business needs.

How can I order a car as a business customer?

If you intend to buy a LYRIQ as a business customer, please configure your Cadillac LYRIQ online and reach out via our contact form and share your unique configuration URL.

Do you work with leasing companies?

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.

I am responsible for fleet procurement and management, how can I add the Cadillac Lyriq to my company car policy?

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.

DELIVERY

Where will the car be delivered to?

The car will be delivered to the following location:


Hedin Bil Stockholm - Akalla

Esbogatan 8

164 74 KistaStockholm


In case you have questions regarding your delivery, please reach out to our Customer Support team.

TEST DRIVE

Where can I test drive the LYRIQ?

You can simply book a test drive timeslot via our homepage.

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

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

How long is the test drive?

The test drive starting from the mobile unit in another location lasts 45 min.The actual duration may vary depending on the traffic. Additional time also needs to be foreseen to finalize the registration before the drive.

Can I choose a test drive route?

Once you have sent a request to book your test drive, one of our Cadillac employees will contact you via phone to understand your driving habits and preferences.

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

How can I reschedule or cancel a test drive?

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

Are the test drives co-piloted?

Yes. Our Mobile Unit Guide  will be with you to help you discovering all the features of the LYRIQ.