Activate Your Tracking Device Online!

I just activated my service. Why doesn't my device (vehicle) show on the map?

The device cannot show its location on the map until after it makes its first transmission. Take the device for a drive after it has been activated and it should immediately begin tracking.

If the device is battery-powered, make sure the battery is fully charged (and connected) before taking it for a drive.

My map screen shows the old location where the device was yesterday, not where it is now. Are the satellites down?

The issue is that the device has not transmitted its location to the server since the last location shown on the map. Either (A) the device does not have power, (B) it doesn’t have a view of the sky (and therefore cannot calculate its location), or (C) the device is in an area with no wireless data service, and therefore cannot transmit its location. We recommend a physical inspection of the device.

Your system indicates my vehicle was moving and suddenly in the middle of the highway. Is your system down?

It’s possible your browser has disconnected from (lost its socket connection to) our servers. Users of wireless networks are more likely to experience this problem than users on physical wired connections. Simply click the ‘Refresh Map’ button under the Map Control tab on the Control Panel, or refresh the webpage and log back in.

I got onto your Live Chat Support system at 4am and nobody answered. What the heck?

Live Chat is staffed from 7 a.m. to 7 p.m., Monday through Friday, and 9 a.m. to 4 p.m. on Saturdays (Central Timezone). Our hope is to support business hours throughout the continental United States, opening at 8 a.m. East Coast time and closing at 5 p.m. West Coast time, because this is when 99.7% of our calls come in.

Yes, we could farm our live support out to India, but… we doubt our customers would appreciate that. As we continue to grow, we may well evolve into a 24×7 technical support schedule. At this time, however, tech support is only staffed from 7 a.m. to 7 p.m. Mondays – Fridays, and 9 a.m. to 4 p.m. Saturdays, Central Time.

My SMS alerts and/or email alerts aren't coming through. Why?

There are several possible reasons for this problem. Either (A) the checkbox was not selected in front of the SMS entry on the Alert Editor, (B) you have a 1 in front of your number (14057269900) when the 1 is not supported by your wireless carrier, (C) you don’t have a 1 in front of your number and the carrier requires it, (D) the SMS text message was caught by a spam filter at your local wireless carrier (they may decided it was spam), or (E) the wireless carrier simply failed to deliver the message. Wireless carriers do not guarantee delivery of SMS text messages. We’ve seen cases where some messages were delivered in 20 seconds, while others were delivered minutes and sometimes days later. We hope this does not happen to you. To confirm Alert notifications are being sent properly, set up an email alert select the email checkbox along with the SMS text checkbox. Also make sure the email isn’t going into your spam filter.

When I go into Directions & Routing, I don't get directions. Why? And how do I fix this?

Your browser is likely disabling pop-ups. Enable pop-ups (either once, or for the entire site) and a separate browser window will appear with turn-by-turn driving directions when you request a route.

When I search for any item - tires, food, fuel, etc. - nothing comes up on the map.

The map will show entries similar to those in a local telephone book for the area you are viewing on the map. You may want to zoom the map out slightly to encompass a larger area to ensure the viewed map area includes businesses like those for which you’ve searched.

I have questions not listed here. Now what?

For additional information, contact our live technical support agents at 405.726.9900 (7 a.m. to 7 p.m. Mondays – Fridays, and 9 a.m. to 4 p.m. Saturdays, Central Time) for the latest information, tips and upgrades available for your live GPS tracker product.