Trackting DOT - Customer Support
Our chat answers your questions and supports you with every need related to your Trackting DOT. Here you can find the answers to the most common questions.
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Alarm Numbers
Which numbers will the alarm call come from?
You may receive the alarm phone call from one of these four numbers. Save them all in your contacts right away:
+18304444666
+3907211760423
+3197010240666
+447418372710
IMPORTANT: we recommend setting them as favourites, so that your phone rings even in "Do Not Disturb" mode.
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Activation
How do I activate it?
Follow the steps described here. The device is already built into the seat: there's nothing to install.
I can't find the confirmation email after creating my account on the App
After registering on the App, you will receive a confirmation email. If you can't find it in your inbox, check your Spam folder too.
Without clicking the confirmation link, you cannot activate your account.
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Charging
How do I charge the battery?
Connect the supplied USB-C cable to the USB-C port on the seat and to a smartphone charger or a power bank. The USB-C connector can be inserted either way round.
A full charge takes up to 4 hours. When charging is complete, you'll receive a notification in the App: at that point, unplug the cable.
Can I leave it on charge all the time?
No. While it is charging, the device does not send events or notifications, so in the event of theft it would not be able to alert you. In addition, the charging system guarantees the longest battery life if the normal charge-discharge cycle is respected.
The battery won't charge
Some chargers, such as certain Samsung models, may fail to charge the device due to its low charging current, designed to protect the battery. In these cases, the charger does not detect the device and switches off.
Try a different charger or a power bank. We recommend always using the supplied cable, as some cables may not connect correctly.
I charged the battery, why does the App still show it as low?
The battery icon in the App is not updated during charging, but only after the next parking event. If you have received the charging complete notification, don't worry: the icon will update with your next parking event.
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Usage
Why doesn't the device send its location continuously?
Trackting DOT is an anti-theft device, not a tracker: it only sends its position during specific events (parking, alarm activation and tracking).
This keeps the data it sends to a minimum and ensures maximum battery life, because communication over the cellular network uses a lot of power.
It is also invisible to the devices thieves use to find out whether a vehicle is fitted with a GPS anti-theft device: their antennas detect "active" devices, whereas Trackting DOT activates only with movement and, at that very instant, sends the alarm notification and phone call to your smartphone.
How to add or remove a Tag?
Follow these simple steps.
What does the Tag's flashing indicate?
The Tag has an LED in the centre that flashes in certain situations, listed below. This is how the Tag communicates its status: it is not an indicator of the operation of the device in the seat.
- When you insert a CR2032 battery in the Tag, the LED gives 3 flashes: one green, one red and one blue.
- When the Tag is paired with Trackting DOT, the LED gives 4 or 5 blue flashes.
- When you move the motorcycle with the Tag nearby, the Tag and the device communicate with each other and the Tag gives 3 blue flashes.
- When you park and walk away with the Tag, the LED gives 3 green flashes: the Tag and the device have "disconnected" and the parking procedure starts. This also happens with the Tag near the motorcycle, if the Tag stays still for at least 8 minutes.
- When the Tag's battery is running low, while the Tag is moving the LED gives a double red flash every 10 seconds.
IMPORTANT: if you don't see the LED light, it may be due to the brightness of your surroundings. This does not affect the operation of Trackting DOT.
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Orders and subscription
Where can I ask for information about my order?
Trackting DOT is purchased together with the TPZ seat: for information about your order, shipping and delivery, please contact TPZ directly.
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GPS
I didn't receive a parking position. What if this happened during an alarm?
If 5 minutes after parking you don't see the current position in the App but the previous parking position, this is normally not a problem and does not mean that the device will not work in the event of theft.
Trackting DOT prioritises battery life, so the parking event is not considered "vital": if it cannot send the position at that moment, it does not keep trying and returns to low-power mode.
This may happen due to a temporary overload of the cellular network, or inside a garage.
This does not compromise the operation of the anti-theft system in Alarm mode. In the event of theft, in fact, the device sends data continuously, switches operator automatically and repeats the transmission several times.
In the App I see "weak or no GPS signal": what does it mean? Am I protected?
When the device does not get an accurate GPS position, for example in a garage, the security of the motorcycle is not compromised. In the event of theft, it immediately triggers the alarm and provides the updated position as soon as it regains the GPS signal.
In Parking mode, to avoid wasting battery, if it does not find the GPS position right away, it returns to standby. In Alarm mode, however, it prioritises the GPS position and updates it every 15-20 seconds.
My motorcycle's location is off by several metres. How accurate is the GPS?
In Parking mode, the device is optimised to reduce battery consumption: it turns off the GPS as soon as it obtains a valid position, which may have a deviation of up to 50 metres, although this is not frequent.
In Alarm mode, it is more precise, with a maximum error of about 5 metres in the open.
To check that it is working correctly: remove any metal or shielding objects from the seat, take a ride outdoors, park in an outdoor spot, walk away with the Tag, wait for the parking notification and check the position in the App.
I'm not receiving notifications on my phone. How do I set them up?
If you are not receiving notifications from the Trackting App, first try uninstalling and reinstalling the App. If the problem persists, follow these steps:
- log out of the Trackting App;
- in your phone settings, under "Applications", select Trackting;
- go to "Storage", tap "Clear cache" and then "Clear data";
- uninstall the App and restart the phone;
- reinstall the App and log in;
- run a notification test in the vehicles section of the App.
SPECIAL CASES:
- on some phones (e.g. Huawei, Asus), disable battery optimisation for Trackting in your phone settings;
- on Android, remove any third-party software (antivirus, notification managers) that might interfere with notifications.
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Alarm
The alarm goes off while I'm riding
If the alarm goes off while you are riding, it means the device was unable to detect the Tag and interpreted the situation as a theft attempt. This happens because Trackting DOT is always on guard!
Normally, when you park and walk away, the device no longer detects the Tag and goes into standby. When you get back on the motorcycle, it detects the vibrations, starts "listening" for the Tag and, if it can't find it nearby, goes into alarm. This can happen in two cases:
- incorrect use of the Tag;
- flat or faulty Tag battery.
GENERAL TIPS
- If the device detects movement while the Tag is stationary, the alarm may go off, for example while the motorcycle is being washed or during maintenance. Keep the Tag on you while you are near the motorcycle: with movement, it stays active and in communication with the device.
- Never place metal objects such as locks or chains on the seat, as they can block the Tag signal and the GPS signal.
- Avoid keeping the Tag near keyless key fobs or in the pockets of tight trousers: in close contact with the body, the signal can be shielded.
In some cases, if the Tag is on the motorcycle's keyring, the geometry and the metal (for example, a large fuel tank) can bounce the Tag's signal so that it cannot reach the device. This causes an unintended alarm when you set off. If this happens to you, here's how to fix it:
- Keep the Tag in your jacket pocket or on your trouser belt loop, not on the motorcycle's keyring.
- Start the engine and wait 10 seconds before getting on the motorcycle.
- Get on and ride off as normal: the Tag has deactivated the alarm.
The alarm went off but the motorcycle wasn't moved. Is it a false alarm?
Trackting DOT only responds to real movements or vibrations: if it reports movement while the motorcycle is parked, it means it actually detected it.
Strong external vibrations, such as passing heavy vehicles or a nearby motorcycle being started, may be detected if the sensitivity is set too high. In this case, you can reduce it from the App.
NOTE: the device's software filters out vibrations from accidental impacts, distinguishing them from those typical of a theft attempt.
I can't turn off the alarm
To deactivate the alarm, the device must detect the Tag while the motorcycle is moving for at least 15 seconds: keep the Tag with you and ride the motorcycle for a few metres.
NOTE: simply bringing the Tag close to the stationary motorcycle is not enough. This procedure prevents the alarm from being deactivated too easily in the event of an actual theft.
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Batteries
The battery ran out in less than six months, why?
The Trackting DOT battery lasts six months in standby. Under normal conditions, such as a home-to-work commute with two parking stops a day, it lasts about three months.
Battery life can decrease due to:
- more parking stops per day (e.g. with four parking stops a day, the battery lasts about two months);
- alarm activation: when moving, the device stays connected to the network and continuously sends its position;
- parking in a garage with poor or no cellular or GPS signal, where the device tries to connect multiple times;
- areas with a low cellular signal.
