Most tracker issues are caused by technological limitations which can usually be solved by better mounting. Sometimes the tracker is just in a data network dead zone with poor coverage, but works well when it gets into range of the data network antennas. At other times, confusion about configuration, especially tracking profile configuration and synchronisation, can cause poor performance impressions. The wrong notification settings can also make a tracker appear dysfunctional.
It is not possible to reset or restart a tracker, but we can remove it from your account, delete its tracking history and put it to sleep - on request. This will not help with troubleshooting and may cause issues when trying to re-activate it. The right approach is usually to test the tracker as described below.
If possible, please listen for any relatively loud clacks or rattling sounds coming from the tracker when shaking it gently. Also, please check if the plastic casing shows any signs of damage. Scratches are normal, but bulging or deformed plastic may indicate overheating.
When experiencing symptom such as inaccuracy or missing tracks or simply malfunctions, please try testing the tracker outdoors in the open, preferably in a city.
Please remove any tape, paint and any other material around the tracker and place it away from buildings and vehicles for the best results. If possible, please bring it to a city where the data network connection is usually stronger than in rural areas.
Depending on which tracking profile is active on the tracker, you may need to wait up to 7 days before the tracker tracks. But usually 24-30 hours is enough and often you only need to wait 10-20 minutes to an hour. This depends on the active tracking profile. If the Weekly tracking profile is active, you can force it to track by shaking it hard one time and wait a few minutes.
We are happy to help troubleshoot trackers and repair or replace any defective trackers as needed. But claims regarding functional trackers and refunds should be directed at the place of purchase.
Please ask us to reset a tracker that you have tried out, if you regret your purchase. You can write to us from the email address the tracker is registered to or send us a picture of the label on the tracker and ask us to reset it.