Customer support - Trackting One
We're here to help you: below is the page dedicated to troubleshooting to solve any difficulty you may have with your Trackting ONE
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Alarm Numbers
From which numbers will I receive the alarm call?
You can receive the alarm call from four different numbers. Save them all in your contacts right away: +18304444666 +3907211760423 +3197010240666 +447418372710.
IMPORTANT: We recommend setting them as favorites, so your phone rings even in “do not disturb” mode.
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Installation
How do you activate it?
Follow the steps described on this page to carry out the activation.
Where can I install the device?
To ensure optimal performance, avoid covering Trackting ONE with large or heavy metal objects (locks, chains) and make sure it is mounted with the label facing down, so as to get the best satellite signal reception.
You can place the device in the glove compartment or under the seat of motorcycles, scooters and cars, or in the trunk.
To avoid false alarms, secure the device with the supplied double-sided tape, included in the box, or with the Smart Clip bracket (optional, sold separately). On some motorcycles or mopeds with an all-metal body, such as vintage models, it is important to avoid placing the locator in a completely closed compartment: performance could be affected due to improper GPS signal reception.
NOTE
The Trackting ONE is water-resistant, however it is recommended not to expose it directly to the elements.
How do I charge the Tracker's battery?
1. Connect the Tracker with the USB cable
The Tracker has a built-in lithium battery. To recharge it, simply connect the device with the supplied USB cable to a smartphone charger or directly to a PC.
If the USB connector gets damaged, this damage is not covered by the warranty and may even be an irreparable problem.
2. Charge the Tracker
While the device is charging, you'll see a red light flashing; when it's fully charged, you'll see a green light appear. This means the device is now fully charged. The status of the Tracker's battery icon shown in the app won't update at the same time as the battery charges, but only after the device has recorded at least one parking event.
Can I leave Trackting ONE permanently connected to my vehicle's battery?
NO, mainly because the device doesn't work while charging. Plus, it would be easily spotted by thieves, who first try to disable any devices connected to the battery.
AND THAT'S NOT ALL. The sophisticated charging system guarantees the longest possible battery life, provided the charge-discharge cycle is strictly respected.
If the device were left permanently connected and in charging mode, the battery could deteriorate quickly, since it would never fully discharge.
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Usage
Why doesn't the Tracker send its position continuously?
Trackting ONE is an anti-theft device, not a tracker.
It's designed to send its position only in specific cases.
To optimize battery life, the system keeps data transmission to a minimum, because communicating over the GSM cellular network requires high energy consumption.
Since it isn't always active, Trackting ONE becomes invisible or undetectable to the devices thieves use to find out whether a vehicle has a GPS anti-theft protection system or not. These devices are antennas that, when they get close to the targeted vehicle, are able to detect the signal of an active device. Trackting ONE is undetectable because it activates while moving and starts sending alarm notifications to your smartphone as soon as the vehicle begins to move.
How to update the Tracker firmware?
To improve performance, we recommend keeping the Tracker updated to the latest available firmware version.
You can easily update the Tracker to the latest version through the app.
When a new firmware version is available, you'll receive a notification when you open the app. You can start the update process by following the instructions shown in the app.
How to pair or unpair a tag
Pairing or removing a tag is a simple operation that you can carry out directly from the app.
Open the app, tap the “Vehicles” tab and then the item for the paired tags, then follow the instructions provided.
With Trackting ONE, you can pair up to three tags to one tracker, while a tag can only be paired with one tracker at a time.
What does the Tag's LED light mean?
The latest version of the Tag has a LED in the center that blinks in certain situations: these are listed below.
This is a feature the Tag uses to communicate its status to the user: it is not an indicator of the Tracker working correctly.
Here's when and how the ONE Tag's LED blinks:
- When you insert a CR2032 battery into the tag, its LED blinks three times: once green, once red and once blue.
- When a tag is paired with a tracker, the tag's LED blinks blue four or five times.
- When you move the vehicle with the Tracker and the Tag nearby, they communicate with each other and at that moment the Tag emits 3 blue blinks, then stops.
- When the vehicle is parked and you move away with the Tag, its LED blinks green three times to indicate that the Tracker and the Tag have “disconnected” and the parking procedure begins. Note: this also happens if the Tag is near the Tracker, as long as it stays still for at least 8 minutes.
- When the Tag's battery is running low, while the Tag is moving the LED will emit a double red blink every 10 seconds.
IMPORTANT: if you don't see the LED light, it may be due to the brightness of the environment you're in. Don't worry: this does not affect the operating status of your Tracker.
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Orders
How can I find information about my order?
If you have questions about your purchase on our Trackting Store, send an email to store@trackting.com
Please note: do not send questions about technical issues to this email address. For that, visit the Customer support page, where you can find solutions to the most common problems or open a free ticket (red “Open a new ticket” button).
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GPS
A parking point was skipped or missed. What happens if this occurs while the device is in alarm mode?
Has it been more than 5 minutes since you parked your vehicle and your new parking position doesn't appear in the Trackting app, which keeps showing the previous position? Usually this isn't a problem. It doesn't mean the Tracker won't work properly in case of theft. The Tracker is designed to save battery life. Parking positions are not considered “essential”.
If a parking event can't be sent quickly (due to a temporary GSM network overload or because you're parked inside a garage/the signal is weak), the device won't try to send the notification multiple times, but will instead go back to standby mode without sending the notification and without updating the position shown in the app.
This won't prevent the device from working effectively in Alarm mode. In fact, in case of theft, the device will work in a radically different way: sending data continuously, automatically switching carrier and making repeated attempts to send the data.
The message “Weak or no GPS signal” appears in the app. What does it mean? Am I still protected?
This happens when the tracker can't detect a correct GPS position, for example in a garage, but it can also occur in open spaces. Don't worry. Your vehicle is still protected in case of theft: Trackting ONE will alert you immediately and provide an updated position as soon as it reconnects to the GPS satellite signal. The reason it works this way in “Parking” mode is to avoid any unnecessary battery drain. So if the device can't get the correct GPS position within a few seconds, it goes back to standby mode.
In “Alarm” mode, the goal is very different: we want to read valid positions as soon as possible. That's why the tracker is always “on” when the vehicle moves in alarm mode: to acquire and send valid GPS positions every 15-20 seconds.
Note On some motorcycles or mopeds with an all-metal structure, such as vintage models, it's important to avoid placing the tracker in completely enclosed compartments: reception could be affected by improper acceptance of the GPS or GSM signal.
My vehicle's location is off by several metres. How accurate is the GPS?
In “Parking” mode, the device uses as little battery as possible and turns off the GPS as soon as it manages to send a valid position. Accuracy can sometimes reach up to 50 metres, but this shouldn't happen often. If it does happen often, it may be because you haven't chosen the optimal spot for the tracker, and we recommend moving it to another point on the vehicle (it may be in a spot surrounded by too much metal).
In “Alarm” mode, on the other hand, the device works with maximum accuracy, with an average error of about 5 metres in open areas. Another factor that can affect accuracy is the orientation of the Tracker. In fact, to make sure the antenna is in the best position to receive satellite signals, it's important to position the Tracker with the label facing down, that is, with the side without the label facing the sky.
Please refer to this checklist to make sure the Tracker has been set up correctly:
- Check that the Tracker is correctly oriented (smooth side facing up).
- Make sure the Tracker is unobstructed and not covered by metal objects or shielding materials.
- Ride in an open area for a couple of minutes.
- Park in an open place and move 30 metres away from your vehicle, taking the Tag with you.
- Wait for the parking notification to arrive.
- Check the accuracy of the position shown in the App.
I'm not receiving notifications on my phone
If you don't receive push notifications (for example when you park), you can simply try uninstalling and reinstalling the Trackting app.
SPECIAL CASES
1. On some phones, including Huawei and Asus, the manufacturers have added an operating system setting that blocks notifications to ensure advanced power saving. To solve this problem, just go to the Settings/Battery menu and exclude the Trackting application from this type of optimization. This is a common problem with a simple solution: just search Google for “Huawei P20 lite notification problems”.
2. Some third-party software on Android, such as antivirus and notification management software, may interfere with your notifications. We recommend removing this type of software to solve the problem.
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Alarm
The alarm went off while riding
If the alarm mode activates while riding, it means the Tag and the Tracker aren't communicating with each other. When the Tracker detects movement but can't connect with the Tag, it triggers alarm mode.
To avoid this situation:
Check whether the Tag's battery is low. The LED on the Trackting ONE Tag will flash red when the battery is low.
If the CR2032 battery in the Tag is dead, you can replace it yourself. Please note: remove any transparent insulating film before inserting it.
With Trackting ONE, if the Tracker detects movement while the Tag is stationary, an alarm may go off, for example while the bike is being washed or serviced. That's why it's important to keep the Tag on you or on the vehicle; with movement it will stay active and in communication with the tracker.
Never keep the Tag in close contact with your body (e.g. in your back trouser pocket) because the human body can shield the signal.
Is the tracker too close to metal objects? Try placing it elsewhere.
Keyless electronic keys can cause interference; always keep your keyless electronic key separate from the Tag.
SOLUTION FOR MOTORCYCLES AND MOPEDS
In some cases, if the Tag is attached to the motorcycle keyring, the shape of the vehicle and the presence of metal parts (for example a large tank) can cause the Tag's signals to be reflected, preventing them from reaching the tracker. This can trigger the alarms.
I had a false alarm. The alarm went off even though my vehicle was stationary
A false alarm is technically impossible, in the sense that the device only reacts to movement/vibrations. If the digital accelerometer sensor registers movement when the vehicle is stationary, this can only be caused by a faulty installation: if not secured correctly, the tracker can vibrate when heavy vehicles pass by, when a motorbike starts up nearby, and even with loud noises (fireworks, sirens) and adverse weather conditions (wind, rain, thunder…)
This also happens when the tracker is placed on “resonant” surfaces such as
Under the empty seat of a scooter/moped
In the car's glove compartment/in the car boot
To avoid this issue, you need to secure the tracker to the vehicle correctly with the double-sided tape provided. You also need to attach it to a smooth, rigid plastic surface.
NOTE: to avoid false alarms caused by an accidental knock to the vehicle while it is parked, the tracker is able to distinguish this type of vibration from those that occur in the event of an attempted theft or break-in.
I can't turn off the alarm
To deactivate the alarm, you need to hold the Tag close to the Tracker for at least 15 seconds while the Tracker is moving and proceed in one of the following ways:
Shake the Tracker and the Tag for at least 15 seconds while keeping the Tag close (don't shake it in your hand, as you might shield it)
Take a drive in your car with the Tag with you.
IMPORTANT: You won't deactivate the alarm simply by bringing the red Tag close to the black Tracker, because the Tracker is designed to read the Tag only while it's moving.
This is because we don't want the alarm to deactivate too easily in case of a real theft. If you're looking for your vehicle and the thief has hidden it, we don't want to deactivate alarm mode just by walking past the hidden vehicle; you want alarm mode to keep working until you find it!
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Batteries
The Tracker's battery ran out in less than six months, why?
The battery has a 6-month standby autonomy, with no vehicle movement. Standard use, with daily home-work commutes and up to 2 parking notifications a day, gives a battery life of about 3-4 months. Battery life was tested on a vehicle in the city center (GSM cellular signal always very strong) that always parked on the street.
The factors that can negatively affect battery life are:
- A higher number of parking events (if you park 4 times a day, the battery will last about 2 months.
- Alarm activation: in this case, the tracker, if moving, stays connected to the GSM network and repeatedly sends its position. This clearly leads to increased battery consumption.
- Parking in a garage where the GSM or GPS signal is weak or absent: the device will try to connect several times, using more power.
- Areas where the GSM cellular signal is usually weak.
The Tracker won't charge
This can happen with some chargers (for example Samsung ones). To avoid damaging the battery, the Tracker requires a very low current; otherwise, it won't charge.
Solution: use another charger or connect it to a PC.
We recommend using the cable provided in the box, since some cables can't connect to the internal connector due to a difference of a few tenths of a millimeter caused by the design of the plug's plastic cover.
How can I check whether the Tag's battery is low?
When the Trackting ONE Tag's battery is about to run out, the LED in the center of the Tag flashes red; at that point you can replace the battery with a new CR2032.
N.B. Some button batteries have an almost invisible transparent insulating film that must be removed, otherwise the Tag won't work properly.
We recommend checking that no glue residue from the film remains.
How can I replace the Tag's battery?
- Remove the rubber keyring to take out the matte plastic button
- On the back of the matte plastic button, unscrew the opening cap clockwise (it has a groove that makes it easier to open: you can also use a coin to help)
- Remove the old battery from its housing, paying attention to the direction in which the sides with the two poles were positioned
- Insert the new battery, always making sure the poles are in the correct position and that there is no protective film on the surface of the battery
- Put the opening cap back on by screwing it counterclockwise
- Now put the rubber ring back on
WARNING: Some CR2032 batteries have a transparent film to insulate the charge and prevent leaks. If this film is present, it must be removed before replacing the battery inside the Tag.
