FAQ

Our system will allow you to view your device(s) location(s) in three ways: via the internet, via your web-enabled mobile phone, or via our mobile app.

Our system is designed to locate a Trackimo+ Device anywhere in the world (with NO ADDITIONAL costs or roaming fees) as long as there is GSM cellular service area. If the device enters an area without GSM cellular coverage, the GPS feature will not be able to report its current location until it re-enters an area with network coverage. Once it reconnects, it will transmit a history of its locations that you can view online.

Yes – It will work anywhere there is a GSM cellular connection.

Global Positioning System (GPS) serves as a worldwide radio system and was originally developed and implemented by the U.S. Department of Defense. GPS is a satellite-based navigation system comprised of 24 orbiting satellites. GPS works on the principle that if you know an object’s distance from several known locations, you can then calculate its location. The “known” locations are the GPS satellites, and the distance to the object is measured using the transit time of an encoded signal. The satellites also broadcast a data stream along with the encoded signal to transmit information about their location.

The Trackimo+ device uses GPS (Global Positioning System) and cell ID technology to accurately track the device. It uses the wireless GSM network to transmit those positions to a web-based portal where users can view the device location.

The battery save mode, will place the device to sleep and wake up 2-4 time per day, report its location and go to sleep again to save the battery.
If you need non-stop live tracking mode, than battery will hold for up to 4 days, depending on the tracking frequency (ie. once per min, or up to once per 2 hours)

Twelve months for manufacturer-related problems. This does not include misuse of the device or accidental damage or water damage.

You should not need to replace the unit unless it has been broken or damaged, or you wish to upgrade when a newer unit is available.

No. When you register your Trackimo+ device in our application, you will be able to list up to ten trusted individuals that you want to receive notifications. You can also designate how you want them to receive the alerts; either via email (free service) or SMS texts (10 messages provided for free each month, can be increased for additional payment). You can edit these contacts at any time. If you want them to be able to directly track your device, they would need your login and password to access the web-based service or mobile App.

The initial location is the hardest as the Trackimo+ device is connecting for the first time with four satellites and figuring out where in the world it is. Most often this requires taking the device outside for 5 or more minutes. If activating indoors you may notice the initial location reported is approximate to your home but not very accurate. As your locator continues to gather data outside of the home and then inside, you will see its accuracy improve.

Your Trackimo+ device needs to have a clear view of the sky so that the satellite signals can be received. “Clear View of the sky” means that the device needs to have an open line of sight to the GPS satellites in the sky. GPS was developed for shipping, aircraft and launch vehicles, which have an unobstructed view of the sky.
GPS satellites are in constant motion, rising and setting. In a given 2 hour time window, four satellites may rise and set over the horizon. This means that a satellite fix that was obtainable fifteen minutes ago in a location may not be obtainable in the next try.
The best location to get a satellite fix is on an open road. Roads provide a clear line of sight in the direction of the road, and often the buildings and trees are set back sufficiently that there is good visibility side to side. This is the ideal device location in order to get the initial fix or location for your device.

No. The Trackimo+ device works best in suburban areas such as neighborhoods, houses, schools, parks, and flatter regions. It can receive a GPS signal better in these areas because there is less obstruction of the GPS signal. The better line-of-sight the GPS has to the satellites, the more accurate the position will be. The Trackimo+ device will work on a limited basis in cities where there are many high-rise buildings because the buildings decrease line of sight to the GPS signal causing errors in positioning.

Though there are restrictions placed by the military, today’s GPS receivers are extremely accurate thanks to their parallel multi-channel design. The Trackimo+ device is usually accurate within 15 meters (~50 feet). Certain atmospheric factors and other sources of error may affect the accuracy.
Due to technological limitations of the GPS satellites’ signals, we cannot guarantee that the GPS device will work 100% of the time. GPS signals connections may experience downtime, interruptions or dead spots.

As you choose the time period of the history you want to check, you may see that it is not showing the full history. In this case, it is possible that the number of history results exceeds the limit.
In order to resolve this issue, please try using shorter time periods to check. For example, if you want to check a month, try checking every week of the month separately.
In case the issue persists, and the history is still missing some dates, contact our support team for further investigation of the issue.

In case you are encountering issues renewing your subscription, please go through the following instructions:
1. Check your account in order to ensure you have sufficient funds;
2. Try switching platform(if you were on the web, try renewing through mobile app and vice versa);
3. Wait for 30-40 minutes and repeat the renewal process.
In case the issue persists, please take a screenshot of the error you see during the renewal and contact our support team for further investigation of the issue.

In case you put your tracker on charger and it doesn’t charge(the led light isn’t blinking), please check the following:
1. Leave the tracker on charger for 24 hours and see if it eventually starts charging;
2. Try using different charging cable;
3. In case you have a battery replacement, try using a replacement.
In case the issue persists, check if your battery is damaged and contact our support team for further assistance.

Please be informed that the tracking mode you set for your tracker directly influences the battery life. The shorter the update frequency is, the faster the battery dies.
In order to improve the battery life, extend the tracking mode:
*Web instructions:
1. Click on the device name you want to increase the tracking frequency for;
2. Click on Tracking Mode;
3. Choose Everyday or Every 4h update, or increase the custom tracking in case you are using this mode.
*Mobile app instructions:
1. Tap on the device name in the Devices tab;
2. Tap on Tracking Mode;
3. Choose Everyday or Every 4h update, or increase the custom tracking in case you are using this mode.
Let the tracker work for 24-48 hours and see if battery life improves.
In case you have an extra battery try using it and see if the device battery life improves. If the issue persists, please contact our support team for further assistance.

Our system is designed to locate a Trackimo+ Device anywhere in the world as long as there is GSM cellular service area.
The better line-of-sight the GPS has to the satellites, the more accurate the position will be.
Though there are restrictions placed by the military, today’s GPS receivers are extremely accurate thanks to their parallel multi-channel design. The Trackimo+ device is usually accurate within 15 meters (~50 feet). Certain atmospheric factors and other sources of error may affect the accuracy.
To improve the accuracy of location, please try performing the following steps:
1. Manually restart your device(power it off and then on);
2. Take your device outdoors and keep it under the open sky for 10-15 minutes;
3. Change your location(e.g go to a different part of the city).
In case the issue persists, please press shortly on the power button and check the meaning of the indicator using the information provided in the Light meaning table for the respective device.
NOTE: In case you are activating your device for the first time, please take into consideration the following – the initial location is the hardest to get, as the Trackimo+ device is connecting for the first time with four satellites and figuring out where in the world it is. Most often this requires taking the device outside for 5 or more minutes. If activating indoors you may notice the initial location reported is approximate to your current location but not very accurate. As your locator continues to gather data outside of the home and then inside, you will see its accuracy improve.

In case your device loses connection to the network, the location update will not pull up the relevant position of the tracker.
You may see an error message when trying to update the position via web or mobile application.
In order to this resolve this issue, please follow these instructions:
1. Put your tracker on the charger and wait until it’s fully charged. When it’s fully charged the light stops blinking and becomes solid;
2. Take the device outdoors with a clear view of the sky, so that it’s not covered with anything for 10 minutes. This should help the device to reconnect to the network.
3. In case the device still doesn’t update its location, manually restart your tracker. To do so, turn it off, then power back on;
4. If the tracker still shows irrelevant information, please try changing your location(e.g go to a different part of the city). Sometimes, the steps above are not helpful, if you are located in an area with low or no network connectivity.

NOTE: In case you have a 2G/3G device, please also keep in mind that there is gradual 3G network deprecation all over the world, which might affect your tracker functioning. You may check the information on the internet about the current state of the 3G network in your country.
If the information above didn’t help you to resolve your problem, please contact our support team for further assistance, confirming that you have performed all the troubleshooting steps in this article.

In case you do not receive notifications via SMS, please refer to the steps below in order to resolve this issue.

1. Check if the phone number is assigned to the notification type:
* Web troubleshooting steps:
1. Click on the respective device on the left sidebar;
2. Click on Notifications;
3. Click on the Share icon next to the respective notification toggle;
4. See if the desired phone number is assigned to this notification(the checkbox should be checked. If it’s not, check it and Save the change);
5. If the phone number you want to receive the notifications to is not added as a contact, click on Add contact button and proceed.

*Mobile app troubleshooting steps:
1. Go to the Devices tab and tap on the respective device;
2. Tap on Notifications;
3. Tap on the Share icon next to the relevant toggle;
4. See if there’s relevant phone number in the Linked tab;
5. If not, tap on the Not linked tab and tap on the respective phone number there;
6. In case the respective phone number is absent in either of taps or there are no contacts at all, go to the Account tab;
7. There, tap on Contacts tab and click on Plus icon, Create a contact with the phone number you want to receive SMS notifications to and go back to step 1 of these instructions.
NOTE: In order to receive notifications to your/somebody else’s phone number, you need to create it as a contact and assign it to the relevant notification toggle.

2. Check if the phone number is assigned to the notification type:
*Web troubleshooting steps:
1. Check if the phone number is correct;
2. Click on your email address in the top right corner;
3. Click on Contacts;
4. See if the Phone number has any typos;
5. If needed, click on the crayon icon to Edit the number and change it to the correct one.
*Mobile app troubleshooting steps:
1. Tap on the Account tab;
2. Tap on Contacts;
3. Check the phone number for typos;
4. If needed, tap on the respective contact and Update the number.

Still have an issue receiving SMS notifications? Please contact our support team for further assistance, confirming that you have performed all the troubleshooting steps in this article.

In case you don’t receive the notifications via email, please refer to the steps below in order to resolve the issue.
1. Check if the email address is assigned to the notification type:
*Web troubleshooting steps:
1. Click on the respective device on the left sidebar;
2. Click on Notifications;
3. Click on the Share icon next to the respective notification toggle;
4. See if the desired email address is assigned to this notification(the checkbox should be checked. If it’s not, check it and save the change);
5. If the email address you want to receive the notifications to is not added as a contact, click on Add contact button and proceed with contact creation.

*Mobile app troubleshooting steps:
1. Go to the Devices tab and tap on the respective device;
2. Tap on Notifications; 3. Tap on the Share icon next to the relevant toggle;
4. See if there’s relevant email address is the Linked tab;
5. If not, tap on the Not linked tab and tap on the respective email address;
6. In case the respective email address is absent in either of taps or there are no contacts at all, go to the Account tab;
7. There, tap on Contacts and click on Plus icon. Create a contact with the email address you want to receive email notifications. Go back to step i of these instructions and follow the steps again.
NOTE: In order to receive notifications to your/somebody else’s email address, you need to create it as a contact and assign it to the relevant notification toggle.

2. Check if the notification email landed in the Spam/Junk folder:
1. Go to your mailbox, check all the folders, especially the Spam/Junk folder.

3. Check if the email address is spelled correctly:
*Web troubleshooting steps:
1. Click on your email address in the top right corner;
2. Click on Contacts;
3. See if the Email address has any typos;
4. If needed, click on the crayon icon to Edit the email address and correct the spelling.

* Mobile app troubleshooting steps:
1. Tap on the Account tab;
2. Tap on Contacts;
3. Check the email address that was added as contact for typos;
4. If needed, tap on the respective contact and Update the email address.

Still no emails? Please contact our support team for further assistance, confirming that you have performed all the troubleshooting steps in this article.