GPS Tracker Support & Troubleshooting
You've purchased the best vehicle tracking product on the market, and you deserve world-class support services. For this reason, we offer an online live chat platform for you to connect directly and get answers for your questions when you need them answered.
At US Fleet Tracking, we're dedicated to providing the best products and support in the industry. We appreciate your business!
To activate or deactivate a GPS tracker(s), send an e-mail to the address below. Be sure to include your username and the GPS tracker(s) serial number. Serial numbers are located on the bottom of the tracker.
Activation submitted on weekends will be processed the following business day.
Questions? Please call or use the chat window.
Our support technicians are here in the United States and work side-by-side with our programmers. So you know the advice you're getting is accurate and easy to understand.
Support technicians are available via chat or telephone. (Central Time Zone)
Saturday 9 a.m. to 4 p.m.
December 26 - 9 a.m. to 4 p.m.
January 2 - 9 a.m. to 4 p.m.
- keyboard_arrow_rightI just activated my service. Why doesn’t my device 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 and it should immediately begin tracking. If the device is battery-powered, make sure it is fully charged before taking it for a drive.
- keyboard_arrow_rightMy map screen shows where the device was yesterday. Today it’s in a completely different place, but the map still shows the old location. 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.
- keyboard_arrow_rightMy device/devices were moving on the map at 60mph and suddenly they stopped moving 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.
- keyboard_arrow_rightI got onto Live Chat Support at 4am and nobody answered.
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. We could conceivably 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 24x7 technical support schedule. At this time, however, tech support is only staffed from 7 a.m. to 7 p.m. Mondays - Fridays, 9 a.m. to 4 p.m. Saturdays, Central Time.
- keyboard_arrow_rightMy SMS alerts and/or email alerts aren’t coming through. What could be happening?
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.
- keyboard_arrow_rightWhen I go into Directions & Routing, I don’t get the directions.
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.
- keyboard_arrow_rightWhen 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.
- keyboard_arrow_rightI 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, 9 a.m. to 4 p.m. Saturdays, Central Time) for the latest information, tips and upgrades available for your live GPS tracker product.