Tracker Customer Online Help & Support

Customer Support - Online FAQs

Useful information and technical FAQs to help you get the best out of your personal Tracker system.

If we haven't answered your query on this page, please use the form at the bottom of the page to send us a message so we can assist you directly.

General FAQs

  • Depending on the type of Tracker system you have installed, it will provide partial or full European coverage.

    With the Tracker Monitor or Tracker Retrieve Battery Powered product installed, our team is able to track it throughout the UK, France, Spain, Poland, Italy, Holland and Luxembourg.

    Tracker S5 Plus and Tracker Locate products offer Full European coverage

  • No. A major security feature of the system is that the presence of the Tracker unit is not disclosed to the thief. In fact, identification stickers are an encouragement to thieves to damage the vehicle, as they may hurriedly attempt to locate the unit. For this reason, we also strongly advise that you use your discretion when notifying others that your vehicle has Tracker fitted.

  • This could be due to coverage in the area or a damaged or faulty phone mast. The Tracker Touch app will update itself once it finds a good coverage area and will playback the journey via the VHF signal.

  • Yes, customers are required to have a fully paid subscription in order to be covered by Tracker. To renew your subscription, call 0808 509 0909. 

  • When you receive the document, check the accuracy of all details and notify Tracker immediately if you need to make amendments by calling 0808 509 0909. 

    We advise that you keep the document in a safe place, but remember not to leave it in your vehicle.

  • For Tracker Touch queries, please visit the Tracker Touch FAQs page.

Driver Tags

  • Yes, the driver tag contains a CR2032 battery. You will receive an audio alert from the tag when the battery needs replacing. 

  • You will receive 2 tags as standard with your Tracker S5 Plus system. However, you can have up to 5 tags allocated to one vehicle. If you wish to purchase additional driver tags, please contact our Technical Support team 0808 509 0909. 

  • Ensure that the driver tag is on your person within the driver seat area or in a safe area in the front centre console every time you start the vehicle.

    Do not put the driver tag on the passenger seat, the back seats or in the glove box until you have heard the beep.

Tracker Battery

  • The only time it may be due to your Tracker system is if the device’s backup battery is flat and so is the main car battery. This will only be for the Cat5 Plus system. Apart from the Cat5 Plus, no Tracker systems are connected to the starter cut, therefore there will be no reason to why the system would immobilise the vehicle.

  • If your vehicle battery is disconnected, this will generate an alert informing Tracker, who will then contact you to check your vehicle. It is vital therefore that you inform Tracker Control Room on +44 (0)800 911 900 prior to disconnecting your vehicle battery to avoid any false alerts.

     

    If the vehicle battery is disconnected, Tracker’s non-rechargeable primary back-up battery will operate your system. This will deplete the back-up battery which will go flat and need replacing.  An Inspection will be required which will incur a call-out charge. If the back-up battery is depleted, it may not hold sufficient power for theft tracking.

     

    For Battery Powered Tracker Retrieve: Your Battery Powered Tracker Retrieve does not require any power from your vehicle’s electrical system so is unaffected should the battery become disconnected, and will not send an alert.

  • All batteries degrade over time and will eventually reach the end of their service life. 

     

    Under normal vehicle use, your back-up battery should last for at least 3 years. Thatcham consider ‘normal vehicle use’ to be: ‘vehicles daily use, with consideration for 3 storage periods not exceeding 3 weeks per annum’.

    If your back-up battery goes flat or gives a low battery alert, it will need replacing.  This will incur a service charge and the cost of a new battery.

    Thatcham recommend that the back-up battery is replaced every 3-5 years.

     

    If your vehicle is stolen and the main vehicle battery is disconnected, your Tracker device will depend on the back-up battery to transmit location data to us. If the charge on the back-up battery falls below the threshold, it may not have sufficient charge to enable the system to be tracked for 8 hours, as defined in the Thatcham standard. This will reduce the likelihood of vehicle recovery if your vehicle is stolen. 

Maintenance

  • If you know that there will be a situation whereby your vehicle could generate a false movement alert, please call the Secure Operating Centre on +44 (0)800 911 900. Tracker will suspend all or part of the Tracker service for an agreed duration. Please note: Starting your vehicle without the driver tag will also trigger an alert, so please ensure you have the tag with you when starting your vehicle. 

  • The Tracker system should be tested: 

    - After the vehicle has been repaired following an accident 

    - Following major alterations, particularly to the electrical system 

    - After theft recovery 

    • Please note, there is a small charge for testing the unit. 

Tracker Alerts

  • Tracker Monitor and Tracker Locate

    There is a 5-minute arming period between the ignition being turned off and the system being ready to give a movement alert. If the system detects any movement or vibration during this period, the timer is reset on the 5-minute arming period.

     

    Tracker S5 Plus & Tracker CAT5 Plus

    There is no arming period, the vehicle does not need to be off for 5 mins unlike the Tracker Monitor & Tracker Locate.

  • Check when the batteries were last replaced in the fob? If it’s about a year then the batteries should be replaced. The CR2032 battery can be purchased from any supermarket, preferably a Duracell battery.

  • No, because the movement pattern on a train and ferry are more gentle compared to road movement and should not generate an alert.  

  • No. The movement pattern of you pushing your motorcycle is too gentle to generate an alert.  The system is designed to detect the acceleration and deceleration that would occur when a vehicle is being towed or low loaded.

Selling the vehicle

  • No, for security reasons and avoidance of any false alarms the Tracker system stays with the original vehicle for its lifetime. When you sell your vehicle, the new owner can benefit from the Tracker system once they have registered with Tracker Network and paid a registration and subscription fee. 

     

    Please note: the Tracker subscription is non-transferable to the new vehicle owner.

     

  • If you sell, transfer or dispose of your vehicle please complete the tear-off section on your registration document and post it to Tracker Network: 

     

    Tracker Network (UK) Ltd 

    6­-9 The Square

    Stockley Park

    Uxbridge

    Middlesex 

    UB11 1FW 

  • No. For security reasons and avoidance of any possible false alarms, the Tracker system stays with the original vehicle for its lifetime. When the vehicle is sold, the new owner can register with Tracker by paying the registration fee and a Tracker subscription. 

     

    To transfer ownership of the Tracker system, call (+44) 0808 509 0909.

Customer Support Form

If we were unable to answer your specific query, please fill in the Customer Support Form below. You will be contacted by our customer suppport team to help you with your query.

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