Trackting Smart - Frequently Asked Questions
Our chat answers your questions and supports you with all your GPS anti-theft needs.
Here you can find answers to the most common questions about Trackting Smart.
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Emergency Numbers
From which numbers do I receive the alarm call?
You may receive the alarm call from one of these four numbers. Save them all to your address book now: +18304444666 +3907211760423 +3197010240666 +447418372710.
IMPORTANT: We recommend setting them as favorites, so that the phone rings even if in "do not disturb" mode.
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Installation
Where can I install the device?
For proper operation, avoid covering Trackting SMART with large/heavy metallic objects (padlocks, chains) and position the side with the labels facing downwards so that the Tracker can better receive the signal from the satellites.
There is no problem installing it 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 adhesive tape provided in the package or the Smart Clip bracket (optional, available for purchase separately for SMART V2 and V3).
On some motorcycles or mopeds with an entirely metal body, such as in vintage models, it is important to avoid placing Trackting SMART in a completely enclosed compartment: the Tracker might not function.
NOTE: If you purchased Trackting SMART V2 or V3, the Tracker is waterproof, but it is advisable to install it in such a way 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, so it must be positioned away from atmospheric agents 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. To recharge it, simply connect the device, using the supplied USB cable, to a smartphone charger or a PC.
If the connector is damaged, it is not covered by warranty and may not even be repairable.
Place the Tracker down and insert the connector, making sure that the two teeth of the connector are facing upwards (for SMART v2 only). If you encounter resistance, do not force it: you are inserting the connector the wrong way!
If you have purchased SMART v3, the connector is USB-C and can be inserted in either direction.
2. CHARGE THE TRACKER
It takes up to 4 hours to ensure the battery lasts over time. During charging, the LED flashes red, while when charging is complete, it remains lit with a steady green light. The Tracker's battery icon in the app will not be updated concurrently with the battery charging but only after at least one parking event has been recorded.
ATTENTION: If the Tracker goes into Alarm while charging for some reason, the LED on the Tracker will NOT flash, but will remain steadily lit even if the device is discharged. Don't worry, because the device will still be charging: leave it connected to the charger for at least 2 hours. To deactivate the alarm: approach with the Tag to return the Tracker to standard operating mode (both devices must be moving).
Can I always leave it connected to my vehicle's battery?
NO, first of all because thieves immediately look for and remove all devices connected to the battery... so they would easily find it, rendering it useless.
In addition to this, the device has a sophisticated charging system that ensures 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 due to the fact that it would never be fully discharged.
I don't see the confirmation email after creating my account on the App
After registering for an account on the App, you will receive a confirmation email.
If you don't see it in your inbox, please check your spam folder.
It is not possible to activate your account without clicking the confirmation link.
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Usage
Why doesn't the Tracker send its location continuously?
The reason is simple: Trackting SMART is an anti-theft device, not a tracker, so it only sends its location during specific events (parking, alarm activation, and pursuit).
This is because, to achieve maximum battery life, the system minimizes the data sent, as communication via the GSM cellular network has significant power consumption.
But that's not all. Trackting SMART is invisible in this way, meaning it cannot be detected by devices thieves use to discover if a vehicle has a GPS anti-theft system. Their systems are equipped with antennas that, when brought near the vehicles they intend to steal, detect "active" devices present.
Instead, SMART only activates with movement and, at the exact moment it is moved, sends an alarm notification and calls your smartphone.
How to update the Tracker's firmware
To improve performance, we recommend keeping your Tracker updated to the latest 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 blinking indicate? (for SMART V3 only)
The new SMART V3 Tag has a central LED that flashes in certain situations, which are listed below.
This feature allows the Tag to communicate its status to the user: it is not an indicator of the Tracker's operation.
Here's when and how the SMART V3 Tag's LED flashes:
– When a CR2032 battery is inserted into the Tag, its LED flashes 3 times: once green, once red, and once blue.
– When a Tag is paired with a Tracker, the Tag's LED flashes blue 4/5 times.
– When the vehicle is moved with the Tracker and Tag close by, they communicate with each other, and at that moment the Tag flashes blue 3 times, then stops.
– When the vehicle is parked and you move away with the Tag, its LED flashes green 3 times, indicating that the Tracker and Tag have "disengaged" and the parking procedure has started. Note: this also happens with the Tag near the Tracker, as long as the Tag does not detect movement/stress for at least 8 minutes.
– When the Tag's battery is running low, while the Tag is in motion, the LED flashes red twice every 10 seconds.
IMPORTANT: If you don't see the LED light, it may be due to the brightness of your surroundings. Don't worry: this does not affect your Tracker's operation.
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Orders
Where can I find information about my order?
Orders are shipped within 24 business hours (Monday to Friday).
When the package is handed over to the courier (usually GLS), you will receive an email with a tracking link which you can use to monitor the shipment and, if necessary, reschedule the delivery (day, time slot, or pickup point in the same city). You will also receive an email from us with the sales document.
Once the order has been shipped, any delays are not the responsibility of Trackting but of the courier. We can only intervene if the package goes into storage (usually after about 3 days), for example, to change the address or reschedule delivery. For any questions, you can contact us at store@trackting.com
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GPS
I missed or lost a parking spot. What if it happened in an alarm?
If, 5 minutes after parking, you don't see the current parking location on the App, but continue to see a previous parking location, this is usually not a problem. In other words, it does not mean that the product will not work correctly in case of theft.
Trackting SMART prioritizes battery life, so the Parking event is not considered "vital": if it is not possible to send the location at that moment, the device avoids multiple attempts and returns to low power mode, stopping sending the last location at that point.
This could happen due to a temporary overload of the GSM network, or inside a garage.
This does not affect the correct functioning of the alarm system in Alarm mode. In the event of theft, in fact, SMART's operation changes radically from the standard mode in which it detects parking: if the vehicle is moved because someone is trying to steal it, the device sends data continuously, automatically changes operator, and sends the data by making multiple attempts.
From the app, I see "weak or no GPS signal": what does that mean? Am I protected?
When the Tracker cannot obtain a correct GPS position, for example in a garage, this is not a problem for vehicle security. In the event of theft, the device will immediately signal an alarm and provide the updated position as soon as it regains a GPS signal.
In "Parking" mode, the Tracker avoids battery waste: if it does not immediately find the GPS position, it returns to standby. In "Alarm" mode, on the other hand, it prioritizes obtaining a correct GPS position and updates it every 15/20 seconds.
Note: on motorcycles or mopeds with an all-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 position is off by several meters. How accurate is the GPS?
In "Parking" mode, the Trackting SMART device is optimized to reduce battery consumption.
It switches off the GPS once a valid position is obtained, which may have a deviation of up to 50 meters, although this is not frequent. A constant error may indicate an incorrect positioning of the Tracker; it is advisable 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 meters in open fields. The accuracy is also influenced by the orientation of the Tracker: it is important to position it with the non-labeled side facing upwards.
To verify correct positioning, it is suggested to: position the Tracker correctly, ensure that it is not covered by objects that are too thick or metallic, take a drive outdoors, park in an open area, move 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 push notifications from the Trackting App, try uninstalling and reinstalling the app first. 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 your phone
- Reinstall the app and log in
- After that, test notifications in the vehicles section of the app
SPECIAL CASES:
- On some phones (e.g. Huawei, Asus), disable battery optimization for Trackting in your phone settings
- Remove third-party software (antivirus, notification managers) on Android that may interfere with notifications
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Alarm
The alarm goes off while I'm driving
If the alarm activates while you are driving your vehicle, it means the Tracker failed 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. When you then get back on your motorcycle or in your car, the Tracker detects vibrations, "listens" for the Tag, and if it doesn't find it nearby, it goes into alarm.
This can happen in two types of cases:
- inappropriate use of the Tag
- Tag battery low/defective
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 stationary, the alarm might go off, for example, while the motorcycle is being washed or undergoing maintenance. Therefore, it is important to keep the Tag with you in the vehicle; with movement, it will remain active and in communication with the Tracker.
- Never place metallic objects such as padlocks or chains on the Tracker, as they can block the reception of the Tag signal and the GPS signal.
- Avoid keeping the Tag near keyless keys or in tight pants pockets (it would be completely in contact with the human body which, being largely made of water, could shield the signal).
Below you will find solutions to solve the problem depending on your vehicle.
SOLUTION FOR MOTORCYCLES AND SCOOTERS
In some cases, if the Tag is placed on the motorcycle's keychain, the geometry and the presence of metal (e.g., a large fuel tank) can cause reflections of the Tag signal, preventing it from reaching the Tracker.
This causes inadvertent alarms when starting.
This does not happen with all vehicles: for example, it normally does not happen with scooters, as they are mostly made of plastic parts.
However, if you inadvertently trigger the alarm, here's how to resolve it:
- Keep the Tag in your jacket pocket or belt loop. Do not keep it on the motorcycle's keychain.
- Start the engine and wait 10 seconds before getting on.
- Get on and ride safely; the Tag has now deactivated the Tracker.
The alarm went off but the vehicle was not moved. Is it a false alarm?
A false alarm with Trackting SMART cannot occur because the device only reacts to real movements or vibrations.
If, while the vehicle is parked, the Tracker reports movement, it means that it has actually detected it. If you leave the Tracker in a place where no one touches it, such as on a balcony floor, you will find that no false alarms will occur.
False alarms can be caused by incorrect installation: if not properly secured, for example, the Tracker may excessively pick up external vibrations 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 double-sided tape or supplied cable ties, on a smooth and rigid plastic surface.
False alarms can occur if the Tracker is not positioned correctly, such as not being secured to empty under-seat compartments of scooters, car parcel shelves, or secured with elastic bands on non-smooth surfaces.
NOTE: The Tracker's software filters out vibrations from accidental bumps, distinguishing them from those typical of an attempted theft.
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 in motion for at least 15 seconds.
You can do this by shaking the Tracker for 15 seconds with the Tag nearby (without holding it to avoid shielding it) or by driving 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 too easily deactivated in the event of a real theft, ensuring that the alarm does not turn off just by passing the Tag near the hidden vehicle.
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Batteries
The Tracker's battery died in less than six months, why?
The SMART Tracker's battery lasts six months on standby.
Under normal conditions, such as for a home-to-work commute with two parking stops per day, the battery life is approximately three months.
This was tested on a vehicle in Rome with good GSM signal.
Battery life can decrease due to:
- Increased daily parking stops (e.g., parking four times a day, the battery lasts approximately two months).
- Alarm activation, which causes the Tracker, if in motion, to remain connected to the GSM network and continuously send its location, consuming more battery.
- Parking in garages with poor or no GSM or GPS signal, where the device repeatedly attempts to connect, using more energy.
- Areas with low GSM cellular signal.
The tracker is not charging
Some chargers, such as Samsung ones, may not be able to charge the Tracker due to its low charging current, which is designed to protect the battery. In these cases, the charger does not detect the Tracker and shuts off.
To solve this, use a different charger or connect the Tracker to a PC. It is recommended to always use the cable provided with the Tracker, as some cables may not connect properly to the internal connector due to a slight discrepancy in size.
How do I check if the Tag's battery is charged?
To find out how to check your Tag's battery charge status, click here.
How to replace the Tag's battery?
Follow these simple steps described here.
I've charged the Tracker's battery, why does it still show as discharged in the app?
The Tracker battery icon in the app is not updated in real-time with charging, but only after at least one parking event has been recorded.
So, if you have recharged 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.
