Trackting Bike - Customer Support
Our chat answers your questions and supports you with every need related to your GPS anti-theft device.
Here you can find the answers to the most common questions about Trackting BIKE.
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Alarm Numbers
Which numbers will the alarm call come from?
You may receive the alarm phone call from four different numbers. Save them all in your contacts right away:
+18304444666
+3907211760423
+3197010240666
+447418372710.
IMPORTANT: We recommend setting them as favourites, so that the phone rings even when in "do not disturb" mode.
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Installation
How do I activate it?
Follow the steps described on this page to carry out the activation.
Where can I install the device?
Follow the simple steps described on these pages:
How to install BIKE T8 for bottle cage
How to install BIKE T9 for fork steerer tube (from 1 – 1/8″)
How do I charge the Tracker's battery?
There is no need to remove the device, because Trackting BIKE features a connector, protected by a rubber cap, that you can access for charging via the USB cable supplied in the box. The LED will flash red while charging and will turn solid green once charging is complete.
Please note: with some power banks the device may not charge, because BIKE's charging current is very low and some power banks may not detect the voltage and therefore not start charging.
In these cases you will need to use a wall socket or a different power bank.
I can't find the confirmation email after activating my Account on the Trackting App. What should I do?
The confirmation email is automatically sent to your address once you have registered. Simply click the link and enter your chosen password to validate your account. If you do not receive the email, check:
- that you entered your email address correctly
- that the email did not end up in spam or junk mail
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Usage
Why doesn't the Tracker send the location continuously?
In the App, the location is visible only when you have activated protection (lock closed). Tracking, on the other hand, is provided only in the event of theft, that is, when the device is in alarm mode, sending a new position on the map every 30 seconds.
How to update the Tracker firmware?
Updating your Trackting BIKE device is very simple:
1. First of all, the smartphone must stay close to the tracker for the entire duration of the update.
2. Open the app at the Vehicle List screen (the button with the three lines at the top right), tap the card for your Bike device and then on Vehicle Details.
3. Scroll to the "Installed Firmware" item: if an update is available, you will see the "Firmware Update" item below it. Tap START and follow the instructions that appear on the screen.
4. You must never close the Trackting App nor open other Apps during the entire update process.
5. The App will show you the progress status and the outcome of the update.
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Orders
Where can I ask for information about my order placed on your shop?
Orders are shipped within 24 business hours (Monday to Friday).
When the parcel is handed over to the courier (usually GLS), you'll receive an email with the tracking link, which lets you monitor the shipment and, if necessary, reschedule the delivery (day, time slot, or pickup point in the same city). You'll also receive an email from us with the sales document.
Once the order has been shipped, any delays are not down to Trackting but to the courier. We can only step in if the parcel goes into storage (usually after about 3 days), for example to change the address or reschedule the delivery. If you have any questions, you can contact us at store@trackting.com
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GPS
My bike's location in the parking area is off by several meters. How accurate is the GPS?
In "Alarm Activation" mode, the position shown on the app is determined by the smartphone's GPS module.
This can lead to a certain approximation of the position, especially indoors or in densely built-up urban areas.
However, in the event of theft, the device will send you a phone call and use its built-in GPS antenna to connect to satellites and send the updated position on the map, with a maximum margin of error of 5 metres outdoors.
I'm not receiving notifications on my phone. How do I set them up?
If you are not receiving the push notifications from the Trackting App, such as the parking confirmation ones, first try to uninstall and reinstall the app. If the problem persists, carry out the following steps:
- Log out of the Trackting App.
- In your phone settings, select Trackting under "Applications".
- Go to "Storage", "Clear cache", and "Clear data".
- Uninstall the app and restart the phone.
- Reinstall the app and log in.
- Test the push notification using the option in the vehicles section of the app.
Special cases:
- On some phones such as Huawei and Asus, disable battery optimisation for Trackting in the settings.
- Remove third-party software (antivirus, notification managers) on Android that might interfere with notifications.
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Alarm
The alarm goes off while I'm riding the bike. Why?
If the alarm goes off while you are on the bike, make sure that the anti-theft function has been deactivated. Check that bluetooth is enabled on your smartphone, connect to the device from the app (only if you are nearby) and deactivate the Alarm function (open padlock).
The alarm went off but the bike wasn't moved. Is it a false alarm?
A false alarm with Trackting Bike is not possible, as the device only responds to real movements or vibrations.
If movement is reported while the bike is parked, it means it was actually detected.
This can be caused by vibrations induced by passing vehicles, pedestrians or wind. In case of frequent alarms while the bike is stationary, you can adjust the sensitivity of the motion sensor via the app, in the section accessible by clicking the gear-shaped icon next to the vehicle.
I can't turn off the alarm
To deactivate the BIKE Tracker alarm, you need to be near the device with your smartphone and have Bluetooth turned on. The alarm can only be deactivated by tapping the padlock icon on the map screen, when the smartphone and the device are close to each other and connected via Bluetooth.
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Batteries
The tracker's battery ran out in less than six months, why?
The battery of Trackting BIKE lasts over 6 months with no theft attempts (alarm events). Each alarm event consumes a percentage of the battery, since the device has to connect to the network, activate the GPS and track the thief.
When the owner uses the vehicle, Trackting BIKE does not track in order to preserve the battery. The battery status can be monitored through the app, which sends a notification when recharging is needed. Recharging is done by connecting the device to a USB charger with the included cable.
The Tracker won't charge
1) Check that the device's LED lights up, flashing red while charging, steady green once charging is complete.
If the LED does not light up, make sure that the magnetic connector (present on T7 and on the first T9 models) on the USB charging cable is perfectly aligned with the matching connector on the device.
2) Make sure there is no dust or dirt on the cable connector and especially on the charging connector of the tracker. Be sure to remove the dirt thoroughly: you can use a slightly abrasive surface, a cotton swab with alcohol, or a small ball of masking tape held at the end with the adhesive side facing outward, to also remove any iron filings that may have been attracted to the magnetic surface of the connector.
3) If you still experience the problem even after following these steps, try using a different charger or power bank than the one you used. Some power banks may not be able to charge the BIKE battery, because the charging current is very low and some power banks may not detect the voltage and fail to start charging.
