Support


Frequently Asked Questions

in FAQs

How do I log in to the Tracertrak console?
You access the Tracertrak console at https://console.tracertrak.com.au and log in using your email address and password. Your password is emailed to you when you are added as a user to the Tracertrak system.

I have forgotten my password, can I reset it?
If you have forgotten your password, there is a “Forgot your password?” link on the Tracertrak login page at https://console.tracertrak.com.au This will email your password to your registered email address.

How many users can I add to my account?
You can add an unlimited amount of users to your Tracertrak account.

How long is my data accessible in Tracertrak?
The last 90 days’ worth of data is accessible in Tracertrak.

Can I export data from Tracertrak?
Yes. You can export data to CSV from the history tabs.

What is the uptime like for Tracertrak?
Tracertrak is a high availably, fully redundant enterprise grade application hosted in one of Australia’s largest data centres. We target system uptime availability of 99.99%. Planned maintenance is typically conducted outside of office hours to minimise any potential disruptions to customers.

How long is the warranty with Tracertrak devices?
The devices come with a 12 month warranty.

Is my information secure?
The Tracertrak web interface uses industry standard encryption to protect you while using the system. Our data centre is protected by the highest level of system security software.

What is the coverage like?
Coverage is subject to the device you select. Different satellite networks provide differing levels of coverage – for further information click here.

Will the service work indoors?
No. Unlike cellular or radio signals, satellite communication requires unobstructed line of sight to the sky to communicate with overhead satellites.

What can cause interference with the satellite signal?
Common causes of blockage of a satellite signal include nearby buildings or dense foliage, such as trees. Having multiple satellite or GPS devices within close proximity can also cause interfere to GPS acquisition and/or satellite transmission.

What materials can my satellite device transmit through?
Most satellite devices are capable of transmitting through materials such as glass, plastic and fibreglass. Satellite devices cannot transmit through metal.

Can I paint my asset tracking device?
Satellite devices are able to transmit through paint as long as the paint being used is not lead based. Care needs to be taken to not obstruct other elements of the devices operation, such as solar panels.

How long does it take to send a message?
Latency will vary depending on the network your device uses. Globalstar simplex can be anywhere from a few minutes, up to 20 minutes maximum. Iridium SBD is typically in the range of 30 – 45 secs and Inmarsat IDP is typically less than 15 secs once the devices have successfully registered on their respective networks.

How do I become a dealer for Tracertrak?

If you are interested in becoming a Tracertrak dealer, please contact Pivotel.