Trackting Smart - 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 Smart.
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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 the phone rings even when in "do not disturb" mode.
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Installation
Where can I install the device?
For proper operation, it is best to avoid covering Trackting SMART with metal objects of considerable size/weight (locks, chains) and to avoid placing the side with the labels facing downward, so that the Tracker can better receive the signal from the satellites.
No problem under the seat of motorcycles and scooters, under the seats of a car, or in the trunk or glove compartment.
To avoid false alarms, the device must be secured using the double-sided tape included in the box or the Smart Clip bracket (optional, available separately for SMART V2 and V3).
On some motorcycles or mopeds with an all-metal body, such as vintage models, it is important to avoid placing Trackting SMART in a completely enclosed compartment: the Tracker may not work.
NOTE: If you have purchased Trackting SMART V2 or V3, the Tracker is waterproof, but it is advisable to install it so that it is not submerged or is otherwise protected from direct contact with liquids.
For the previous version of SMART (V1), the device is not waterproof and must therefore be placed sheltered from the weather and water.
How do I charge the Tracker's battery?
1. CONNECT THE TRACKER WITH THE USB CABLE
The Tracker contains a rechargeable lithium battery inside. To recharge it, simply connect the device, using the supplied USB cable, to a smartphone charger or to your PC.
If the connector is damaged, it is not a case covered by warranty and may not even be repairable.
Rest the Tracker down and insert the connector, making sure that the two small teeth of the connector face upward (only for SMART v2). If you feel resistance, do not force it: you are inserting the connector the wrong way around!
If instead you purchased SMART v3, the connector is USB-C type and can be inserted either way.
2. CHARGE THE TRACKER
Up to 4 hours are needed to make the battery last over time. While charging, the LED flashes red, while once charging is complete it stays on with a steady green light. The Tracker battery icon in the app will not be updated at the same time as the battery is charged, but only after at least one parking event has been recorded.
WARNING: If the Tracker goes into Alarm while charging for some reason, the LED on the Tracker will NOT flash, but will stay on steadily even if the device is discharged. Don't worry, because the device will be charging anyway: leave it connected to the charger for at least 2 hours. To deactivate the alarm: get close with the Tag to return the Tracker to standard operating mode (both devices must be in motion).
Can I always leave it connected to my vehicle's battery?
NO, first of all because the first thing thieves do is look for and remove all devices connected to the battery… so they would find it easily, making it useless.
In addition to this, the device has a sophisticated charging system that guarantees the longest possible battery life if the classic charge-discharge cycle is respected.
If, on the other hand, it were always left connected, it would always be in charging mode and the battery could therefore deteriorate quickly because it would never be fully discharged.
I can't find the confirmation email after creating my account on the App
After registering an account 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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Usage
Why doesn't the Tracker send the location continuously?
The reason is simple: Trackting SMART is an anti-theft device, not a tracker, so it only sends its position during specific events (parking, alarm activation and tracking).
This is because, to achieve maximum battery life, the system keeps the data it sends to a minimum, since communication over the GSM cellular network has a significant power consumption.
But that's not all. This way Trackting SMART is invisible, meaning it cannot be detected by the devices thieves use to find out whether a vehicle is fitted with a GPS anti-theft device. Their systems are equipped with antennas that, when brought close to the vehicles they intend to steal, detect any "active" devices present.
SMART, on the other hand, activates only with movement, and the very instant it is moved it sends the alarm notification and the phone call to your smartphone.
How to update the Tracker firmware
To improve performance, we recommend keeping the Tracker updated to the latest available firmware version.
To update your Tracker to the latest version, click here
How to add or remove a Tag?
Follow these simple steps.
What does the Tag's flashing indicate? (only for SMART V3)
The Tag of the new SMART V3 has an LED in the centre that flashes in certain situations: you'll find them listed below.
This is a feature through which the Tag communicates its status to the user: it is not an indicator of the Tracker's operation.
Here's when and how the LED of the SMART V3 Tag flashes:
– When a CR2032 battery is inserted in the Tag, its LED gives 3 flashes: one green, one red and one blue.
– When a Tag is paired with a Tracker, the Tag's LED gives 4/5 blue flashes.
– When the vehicle is moved with the Tracker and Tag close together, they communicate with each other and at that moment the Tag gives 3 blue flashes, then stops.
– When the vehicle is parked and you move away with the Tag, its LED gives 3 green flashes, indicating that the Tracker and Tag have "disconnected" and the parking procedure starts. Note: this also happens with the Tag near the Tracker, as long as the Tag does not detect any movement/jolt 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 the environment you're in. Don't worry: this does not affect the operation of your Tracker.
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Orders
Where can I ask for information about my order?
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
It missed or lost a parking position. What if this happened during an alarm?
If 5 minutes after parking you do not see the current parking position in the App, but you keep seeing a previous parking position, this is normally not a problem. That is, it does not mean that the product will not work correctly in the event of theft.
Trackting Smart prioritises battery life, so the Parking event is not considered "vital": if at that moment the position cannot be sent, the device avoids trying multiple times and returns to low-power mode, no longer sending the last position at that point.
This may happen due to a temporary overload of the GSM network, or inside a garage.
This does not compromise the correct operation of the anti-theft system in Alarm mode. In the event of theft, in fact, the way Smart works changes radically from the standard mode in which it detects parking events: if the vehicle is moved because someone is trying to steal it, the device sends data continuously, switches operator automatically and sends the data making several attempts.
In the app I see "weak or no GPS signal": what does it mean? Am I protected?
When the Tracker does not get an accurate GPS position, for example in a garage, this is not a problem for the security of the vehicle. In the event of theft, the device will immediately trigger the alarm and provide the updated position as soon as it regains the GPS signal.
In "Parking" mode, the Tracker avoids wasting battery: if it does not find the GPS position right away, it returns to standby. In "Alarm" mode, however, it prioritises obtaining an accurate GPS position and updates it every 15/20 seconds.
Note: on motorcycles or mopeds with an entirely metal body, such as vintage models, it is important not to place the Tracker in a completely enclosed compartment to avoid malfunctions.
My vehicle's location is off by several meters. How accurate is the GPS?
In "Parking" mode, the Trackting SMART device is optimised to reduce battery consumption.
It turns off the GPS once a valid position is obtained, which may have a deviation of up to 50 metres, although this is not frequent. A constant error may indicate incorrect placement of the Tracker; it is recommended to move it to another position in the vehicle, away from too much metal.
In "Alarm" mode, the device is more precise, with a maximum error of about 5 metres in open field. Accuracy is also affected by the orientation of the Tracker: it is important to position it with the unlabelled side facing up.
To check correct placement, we suggest you: position the Tracker correctly, make sure it is not covered by objects that are too thick or made of metal, take a ride outdoors, park in an outdoor spot, walk away with the Tag, wait for the parking notification and check the position on the App.
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, first try uninstalling and reinstalling the app. If the problem persists, follow these steps for a more advanced solution:
- Log out of the Trackting App
- In your phone settings, under "Applications", select Trackting
- Go to "Storage", "Clear cache" and then "Clear data"
- Uninstall the app and restart the phone
- Reinstall the app and log in
- Afterwards, 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
- 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 driving
If the alarm goes off while you are driving your vehicle, it means the Tracker was unable to detect the Tag, so the system interprets the situation as an attempted theft. This happens because Trackting SMART always works!
Normally, every time you park and move away from the vehicle, the Tracker no longer detects the Tag and goes into stand-by. Then, when you take your motorcycle or car again, the Tracker detects the vibrations, starts “listening” for the Tag, and if it does not find it nearby it triggers the alarm.
This can happen in two types of cases:
- improper use of the Tag
- flat/faulty Tag battery
GENERAL TIPS
- Check that the Tag battery is charged, as explained here.
- To replace the Tag battery, read here.
- With the latest product model, SMART v3, if the Tracker detects movement while the Tag is still, the alarm may go off, for example while the motorcycle is being washed or serviced. It is therefore important to keep the Tag on you together with the vehicle, so that with movement it stays active and in communication with the Tracker.
- Never place metal objects such as locks or chains on the Tracker, as they can block reception of the Tag signal and the GPS signal.
- Avoid keeping the Tag near keyless-type keys or in the pockets of tight trousers (it would be in full contact with the human body which, being largely made of water, could shield the signal).
Below you will find the solutions to fix the problem depending on your vehicle.
SOLUTION FOR MOTORCYCLES AND SCOOTERS
In some cases, if the Tag is placed on the motorcycle keyring, the geometry and the presence of metal (e.g. a large tank) can cause the Tag signal to bounce so that it cannot reach the Tracker.
This causes an unintentional alarm when setting off.
It does not happen with all vehicles: for example, it normally does not occur with scooters, as they are mostly made of plastic parts.
However, if you happen to trigger the alarm unintentionally, here is how to solve it:
- Keep the Tag in your jacket pocket or in your trouser belt loop. Do not keep it on the motorcycle keyring.
- Start the engine and wait 10 seconds before getting in the saddle.
- Get on and set off without worry, the Tag has now deactivated the Tracker.
The alarm went off but the vehicle wasn't moved. Is it a false alarm?
A false alarm with Trackting Smart cannot occur because the device only responds to real movements or vibrations.
If, while the vehicle is parked, the Tracker reports movement, it means it actually detected it. If you leave the Tracker in a place where no one touches it, such as on the balcony floor, you will find that no false alarms occur.
False alarms can be caused by incorrect installation: if not properly secured, for example, the Tracker may pick up external vibrations excessively, such as the passing of heavy vehicles or the starting of a nearby motorcycle.
To avoid this, the Tracker must be properly secured to the vehicle with the supplied double-sided tape or cable ties, on a smooth and rigid plastic surface.
False alarms can occur if the Tracker is positioned improperly, such as not secured in empty scooter under-seat compartments, car parcel shelves, or fastened with elastic bands on non-smooth surfaces.
NOTE: The Tracker'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 Trackting alarm, you need to bring the Tag close to the Tracker while both are moving for at least 15 seconds.
You can do this by shaking the Tracker for 15 seconds with the Tag nearby (without holding it in your hand, to avoid shielding it) or by riding the vehicle with the Tag.
NOTE: It is important that the Tracker detects the Tag while it is in motion; simply bringing the Tag close to a stationary Tracker is not enough. This procedure prevents the alarm from being deactivated too easily in the event of an actual theft, ensuring the alarm does not switch off just by passing near the hidden vehicle with the Tag.
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Batteries
The tracker's battery ran out in less than six months, why?
The Smart Tracker's 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.
This was tested on a vehicle in Rome with a good GSM signal.
Battery life can decrease due to:
- An increase in daily parking stops (e.g. parking four times a day, the battery lasts about two months).
- Alarm activation, which causes the Tracker, if moving, to stay connected to the GSM network and continuously send its position, using more battery.
- Parking in a garage with poor or no GSM or GPS signal, where the device tries to connect multiple times, using more power.
- Areas with a low GSM cellular signal.
The tracker won't charge
Some chargers, such as Samsung ones, may fail to charge the Tracker due to its low charging current, designed to protect the battery. In these cases, the charger does not detect the Tracker and switches off.
To solve this, use a different charger or connect the Tracker to a PC. It is always recommended to use the cable supplied with the Tracker, since some cables may not connect correctly to the internal connector due to a slight difference in size.
How can I tell whether the Tag's battery is charged or not?
To find out how to check the Tag's battery charge level, read here.
How do I replace the Tag's battery?
Follow these simple steps described here.
I charged the Tracker's battery, why does the app still show it as low?
The Tracker's battery icon in the app is not updated at the same time as charging, but only after at least one parking event has been recorded.
So if you have charged the battery and the Tracker's LED has turned solid green, don't worry: the battery icon in the app will be updated with the next parking event.
