Installation Guide and Support For Your Tag and App Device

Let's get you started!

Online Support and Installation Guide for your Tag device and App

Follow these quick and easy steps to setup your device and activate your app

 

Let's get you setup with your telematics device - Part 1

Follow the simple steps below to get started:


Step 1:  Make sure the area of the windscreen you are placing the device on is clean and dry   

Step 2:  The base of the device needs to be stuck directly to the windscreen using the sticky pads

Step 3:  The small button on your device needs to point directly upwards as shown in the image

Step 4:  Place the device just behind your rear-view mirror. Make sure it does not obstruct your view of the road.

Step 5:  Now follow the instructions in the app

 

Let's get you setup with your app - Part 2

To download the app, simply follow the steps below to get started.


Step 1:  Download the app from App Store or Google Play    

Step 2:  Once downloaded, open the app and select Activate

Step 3:  Enter your activation code; this was sent to you via email

Step 4:  Enter your email address, choose password and press Activate

Step 5:  Now follow the simple setup instructions in the app

 

Need help setting up your telematics device or having problems with your app?

Read our Frequently Asked Questions to help you resolve any issues or concerns you may have about your device or app.


Frequently Asked Questions: Setting up your Telematics Device and App

  • Try the following steps one at a time:
    STEP 1: When the app says to press the button, hold it in for 1 second, then release.
    STEP 2: Close the app, swipe it away, then reopen and try again.
    STEP 3: Restart the phone then try again.

    If that still doesn’t work, send in logs (Open the app -> Settings -> Report an Error) and then give our support team a call on 0333 772 0489 or email devicesupport@tracker.co.uk so we can take a look.

  • Yes, it needs to be fixed to the windscreen with the sticky pad provided.

    Please make sure when you place the device on the windscreen the button on the device is facing upwards. This is so the device knows which direction the vehicle is facing.

    If the device is placed anywhere else in the vehicle, the data could be wrong and your score might be incorrect.

    Insurance - tag-install-correct-highlighted.jpg

  • Ideally place it near the centre of the windscreen, just behind your rear-view mirror. Make sure it does not obstruct your view of the road.
    The small button on your device needs to point directly upwards as shown in the image.

    Insurance - tag-install-correct-highlighted.jpg

  • No, once the device set up has finished, you can remove the red arrow sticker.

  • The app has been designed to record your driving seamlessly in the background, without interrupting you or requiring you to do anything when you get in the vehicle, even if the app is closed. Without the ability to record in the background, we would not be able to record all of your vehicle's driving. For this reason the app needs permission to get your location at any time.
    Rest assured that the app has been designed to send your location to our servers only when it is confident you're driving your own vehicle.

    IMPORTANT: Please be aware, it is an important condition of your policy, that your device must remain installed in your vehicle, and your app is always permitted to record trips for the duration of your policy.

  • The app will record your driving in the background. Most users won’t remember to switch Location Services and Bluetooth on every time they get in the vehicle, for this reason we need them to be enabled at all times.

    Leaving Bluetooth on will not drain your battery. Bluetooth uses no noticeable energy unless it is actually connected to a device such as Bluetooth headphones.

  • It is impossible for any of the apps on your phone to get your location unless you have given them permission to do so.
    To check which apps have access to your location, see the following screens:
    •    iOS – Settings -> Privacy -> Location Services
    •    Android – Settings -> Privacy -> Permissions Manager (may be slightly different depending on your phone manufacturer)


Frequently Asked Questions: Problems with your App or Telematics Device

  • No, it can take up to a minute or around half a mile or so for the app to start recording. This is normal.

  • There are many reasons your trips are missing, short or split:

    ·     Check you are on the latest version of the app. Open your App Store (iOS) or Google Play (Android) app and make sure there are no updates to get. We fix bugs whenever we find them, so a new version could be available.

    ·     Bluetooth or Location Services could be off, or permissions might not be granted. Open the app and check for any warnings or messages.

    ·     Sometimes the first trip can be missed. That’s OK so long as it’s not missed a lot since then.

    ·     If the trip was very short (less than a mile) it’s possible that the phone just didn’t see the tag in that time.

    ·     The phone needs to be able to see the sky to get your location from satellites. Ideally keep the phone in a cradle or in a cupholder. It won’t record if it’s in your back pocket.

    ·     Sometimes Bluetooth can become overloaded if your phone hasn’t restarted in a long time. Try restarting your phone, then open the app again to see if that helps.


    If that still doesn’t work, report an error via the app (Open the app -> Settings -> Report an Error) and then give our customer support team a call on 0333 772 0489 or email devicesupport@tracker.co.uk so we can take a look.

     

  • This is probably because the GPS quality was too poor to use at the time of the missing sections. The phone needs to be able to see the sky to get your location from satellites.

    Ideally please keep the phone in a cradle or in a cupholder. It won’t record if it’s in your back pocket.

    If your phone is not obstructed and your trips are still not recording properly, try restarting your phone.

    If that still doesn’t work, go outside and check the maps app on your phone (Apple or Google Maps) to see if your location is accurate – if there is a large light blue circle around your location which doesn’t shrink down and disappear, then your GPS accuracy is poor and there may be a fault with your phone. This will need to be repaired to continue using this product.

Still Need Our Help?

If you need further support, please contact our customer support team on 0333 772 0489 or email devicesupport@tracker.co.uk