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 * For Me
    * Vehicle Tracking
    * Personal Safety
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 * For My Business
    * Vehicle Tracking
    * Driver Safety
    * Business Optimisation
    * Value-Added Services

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    * 086 060 5040 Local Contact Centre
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    * +27 11 243 6708International Emergency Number
      

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SUPPORT


Frequently Asked Questions Mobile App Legal and Compliance Locate Us


FREQUENTLY ASKED QUESTIONS

Me & My Family My Business
What are Tracker's banking details?

First National Bank     Account Number   58860026261 Branch Number    255005
Reference Number    Your Tracker account number

 

Please be aware that there is a significant risk posed by cyber fraud,
specifically affecting bogus or fraudulent emails being sent which advise of a
change in banking details.

Tracker will only provide notification of changes to our bank details in a safe,
secure and confidential manner. You should verify any requested changes to
banking details through confirmation with Tracker, either in person or via a
telephone call to a representative of Tracker. Tracker accepts no liability for
any loss/damage suffered should payment be made to any “changed” or alternative
bank account without following the correct verification process.

 

Why is my first month’s instalment more that the agreed contracted amount?

Your first month’s instalment is calculated based on the service that you have
subscribed to. Tracker services are paid a month in advanced, therefore you will
be billed for the first full month following installation plus a pro rata amount
from the date of installation for the remainder of the current month. The pro
rata amount is calculated based on the number of days in the particular month of
installation, your subscription amount and the number of days following
installation (including installation day).


E.g.  September has 30 days.  Should your installation take place on the 15th of
September, and your subscription fee is R199, your first debit order will be
R305.13
(R199 ÷ 30 = R6.63 x 16 = 106.13 + R199 = R305.13)

What is DebiCheck and how does it work?

Effective 1 May 2022, government has approved a secure debit order payment
system that allows consumers to have more control over their finances. This
system is called DebiCheck. DebiCheck will not be replacing your existing debit
order and will only be used in the event that your debit order returns as
unpaid. 

 

Should you default on a debit order, DebiCheck will come into effect and will
assist Tracker to recoup the outstanding amount in order to keep your services
active. The DebiCheck authorisation amount that you will be requested to approve
is capped at five month’s subscription and will only ever be used in unpaid
scenarios.




 
What happens if you do not accept the DebiCheck mandate?

Tracker will attempt to collect the arrears plus current subscriptions via the
normal debit order collection process.

Where can I find the tracking unit in my vehicle?

Our tracking units are fitted in a number of different locations and for safety
and security reasons the location cannot be disclosed.

How do I obtain my Installation Certificate?

 

Step 1: Go to www.tracker.co.za and select ‘Login’ at top right

Step 2: Enter your username and password to access your account

Step 3: Click on the ‘Details’ hamburger menu (the icon next to the down arrow)
of the vehicle for which you require the installation certificate

Step 4: Click on the settings icon (car with cog)

Step 5: Navigate to the bottom of the page ‘Email installation certificate to
the contract owner’

Step 6: Click ‘Send’

Step 7: The installation certificate will be emailed to the registered email
address.

How do I obtain my Trip Log Reports?

Tracker Website:

Step 1: Go to www.tracker.co.za and select ‘Login’ at top right

Step 2: Enter your username and password to access your account

Step 3: Click on the ‘Details’ hamburger menu (the icon next to the down arrow)
of the vehicle for which you require the trip log report

Step 4: Click on the ‘Trip Logbook’ tile

Step 5: Select the date range for your report

Step 6: Click on ‘get trips, or select ‘export’

Step 7: Insert email address and hit ‘Send


Tracker Connect App:

Step  1: Login to the Tracker Connect App

Step 2: Select the vehicle for which you require the trip log

Step 2: Click on the ‘Trip Logbook” tile

Step 3: This will provide you with a summary of the latest trips travelled.  In
order to specify date ranges and export reports, please login via the Tracker
website.

 

What happens if I sell my car?

Contact Tracker timeously to select one of the options below:

If you sell the vehicle before the end of the agreement:

 * You can transfer the contract to your next vehicle. There will be a charge
   for transferring the contract and/or installing a new unit in your next
   vehicle.
 * You can choose to end the agreement (early cancellations costs apply).
 * You can continue to pay the monthly fee until the end of the contract period.
 * The new owner can opt to take over your contract.

If you sell the vehicle at the end of the agreement:

 * You can transfer the contract to your next vehicle. There will be a charge
   for transferring the contract and/or installing a new unit in your next
   vehicle.
 * You can choose to end the agreement (no cost and one calendar month's notice
   will apply).
 * The new owner can initiate a new contract which utilises the existing unit.

How can I be sure that my unit is working after installation?

Tracker Recover and Tracker Protect
Log onto the Tracker Connect App to view your vehicle’s activity.

Tracker Care
Log onto the Tracker Connect App or onto the MyTracker site to view your
vehicle’s activity.

Why didn't I receive my login details after installation?

The delay may have been caused by a system issue.
Please contact Tracker on 0860 60 50 40.

What is the process if my vehicle is stolen or hijacked?

Call our National Emergency Contact Centre on 0800 13 23 23.

Please click here to read further important information.

Why isn’t my MyTracker password working?

The default password is only valid for 48 hours. If it’s not changed within that
time frame then it expires and will need to be reset.

Can the tracking device be fitted to any make of vehicle?

Our tracking devices can be fitted to all makes and models of passenger,
commercial and heavy goods vehicles.

How do I reset my MyTracker password?
Password reset can be done on the MyTracker website or via the Tracker Connect
App.
Contact 0860 60 50 40 and we can reset the login details for you.
How do I monitor my vehicle?

By logging onto the MyTracker website or downloading the Tracker Connect App
from your phone’s App store.

I entered a high risk area but didn’t receive a notification from Tracker
The area you may have entered may not be regarded as a high risk area. If it is
your first time entering the area and you did not receive a notification,
contact Tracker. And If you enter a high risk area frequently, Tracker will stop
sending notifications.
What should I do if I accidently press my assist button?

If you accidently press your assist button, Tracker will give you a call to
check if everything is fine.

What is the difference between cash, free fitment and prepaid?

CASH: When the client pays for installation and is on a month-to-month contract.

FREE FITMENT: Client enters into a 36-month agreement and does not pay for
installation.

PREPAID: 36-month subscriptions are paid for in advance.

Can I request that my assist button be relocated?

Yes you can; however a service fee of R595.00 will be applicable.

I am receiving excessive Driver Alert Notifications (SMS's).

Contact Tracker Product Support on 0860 60 50 40 and select options: 2, 1 and 2.

Know the difference between an Assist Button and a Panic Button

Tracker offers an Assist Button to our vehicle tracking subscribers, not a Panic
Button.

The Assist Button delivers help to a subscriber’s location in roadside and
medical emergencies, for issues such as punctures, flat batteries and running
out of fuel. The Assist Button should therefore not be pressed to activate
stolen vehicle recovery services or to alert Tracker to a possible hijacking
scenario.

Our Tracker Care service offers Consumer subscribers an Assist Button, as part
of the Roadside and Medical Assistance benefit. Pressing the Assist Button when
subscribed to the Tracker Care service sends an emergency assistance request
directly through to Tracker, and Tracker will respond and attend to this
request, in conjunction with our service delivery partners.

For Business subscribers, an Assist Button is offered on both the Tracker
Empower and Tracker Connect services. Pressing the Assist Button on Tracker
Empower and Tracker Connect sends an emergency assistance request through to a
customer’s nominated recipient Fleet Manager/s, who will then interface directly
with the driver and arrange assistance as required with Tracker.

For clarity, the Tracker CareGuard service, which is a personal security
service, rather than a vehicle tracking service, does feature a panic button on
the Tracker CareGuard App. Tracker CareGuard subscribers can press this
particular panic button in emergencies, or when they feel their safety is
compromised, for immediate deployment of rapid armed response services, deployed
via our service delivery partner.

The differences between Authorised Persons, Emergency Contacts, General Contacts
and Billing Contacts

Many customers call in to our various contact centres with the expectation of
concluding certain matters relating to a vehicle or account, only to discover
that they are not able to do so, as they lack the authority from the account
holder under South Africa’s strict information privacy laws. When contracting,
it is important to nominate contacts appropriately. By understanding each role
and its associated empowerment, account holders can optimally conclude their
account set-up so that in emergency situations, or for routine account updates,
nominated representatives can act on their behalf.

 

Emergency Contact – this is somebody specified on the account that may be called
by Tracker’s Monitoring Control Centre (MCC) and advised that an alert signal
has been received from the associated vehicle. If the emergency contact is not
able to confirm the safety of the vehicle, they would thereafter be contacted by
Tracker’s National Emergency Control Centre (NECC) to activate under a
verification. The account holder would by default be an emergency contact, along
with other nominated contacts. An emergency contact is specified on the account
to speak on behalf of the account holder regarding vehicle safety and assist to
coordinate activation of stolen vehicle recovery services in the event of a
theft or hijack.

 

Authorised person – this is somebody specified by the account holder to act on
their behalf regarding the administration of the account, as well as viewing
vehicle location. There are three types of authorised person recognised by
Tracker:

- General contact – is authorised to receive general vehicle information from
Tracker (for example the location of the associated vehicle), but may not make
account updates or edits

- Billing contact – is authorised to receive billing and financial information
from Tracker, and act on behalf of the account holder regarding any
finance-related queries and questions, but may not make any account updates or
edits

- Authorised person – has full authority to act on behalf of the account holder,
receive all account and vehicle information, and make any required update to
account information, including financial, billing and banking information

 

For convenience the differences between each of the contact roles is summarised
below. There are similarities between Business and Consumer accounts. The main
difference is that on Consumer accounts, the account holder is generally the
vehicle owner, or regular driver of the vehicle. On Business accounts, the
primary contact may well be a fleet manager or decision-maker within the
business, and may not be the regular driver of the vehicle.

 

Account holder

1. can edit and update account information

2. can obtain vehicle location and check account information

3. an obtain financial information and deal with financial queries

4. can act as the point of contact for MCC and NECC to verify vehicle safety and
deploy stolen vehicle recovery services, under verification

 

 Authorised person

- can edit and update account information

- can obtain vehicle location and check account information

- can obtain financial information and deal with financial queries

- can act as the point of contact for MCC and NECC to verify vehicle safety and
deploy stolen vehicle recovery services, under verification

 

General contact

1. may not edit and update account information

2. can obtain vehicle location and check account information

3. may not obtain financial information and deal with financial queries

4. may not act as the point of contact for MCC and NECC to verify vehicle safety
and deploy stolen vehicle recovery services, under verification

 

Billing contact

1. may not edit and update account information

2. may not obtain vehicle location and check account information

3. can obtain financial information and deal with financial queries

4. may not act as the point of contact for MCC and NECC to verify vehicle safety
and deploy stolen vehicle recovery services, under verification

 

Emergency Contact

1. may not edit and update account information

2. may not obtain vehicle location and check account information

3. may not obtain financial information and deal with financial queries

4. can act as the point of contact for MCC and NECC to verify vehicle safety and
deploy stolen vehicle recovery services, under verification

 

 

 

What are Tracker's banking details?

First National Bank     Account Number   58860026261 Branch Number    255005
Reference Number    Your Tracker account number

How do I reset my MyTracker password?
Password reset can be done on the MyTracker website or via the Tracker Connect
App.
Contact 0860 60 50 40 and we can reset the login details for you.
How do I obtain my Installation Certificate?

 

Step 1: Go to www.tracker.co.za and select ‘Login’ at top right

Step 2: Enter your username and password to access your account

Step 3: Click on the ‘Details’ hamburger menu (the icon next to the down arrow)
of the vehicle for which you require the installation certificate

Step 4: Click on the settings icon (car with cog)

Step 5: Navigate to the bottom of the page ‘Email installation certificate to
the contract owner’

Step 6: Click ‘Send’

Step 7: The installation certificate will be emailed to the registered email
address.

How do I obtain my Trip Log Reports?

Tracker Website:

Step 1: Go to www.tracker.co.za and select ‘Login’ at top right

Step 2: Enter your username and password to access your account

Step 3: Click on the ‘Details’ hamburger menu (the icon next to the down arrow)
of the vehicle for which you require the trip log report

Step 4: Click on the ‘Trip Logbook’ tile

Step 5: Select the date range for your report

Step 6: Click on ‘get trips, or select ‘export’

Step 7: Insert email address and hit ‘Send


Tracker Connect App:

Step  1: Login to the Tracker Connect App

Step 2: Select the vehicle for which you require the trip log

Step 2: Click on the ‘Trip Logbook” tile

Step 3: This will provide you with a summary of the latest trips travelled.  In
order to specify date ranges and export reports, please login via the Tracker
website.

 

What happens if I sell my vehicle?

Contact Tracker timeously to select one of the options below:

If you sell the vehicle before the end of the agreement:

 * You can transfer the contract to your next vehicle. There will be a charge
   for transferring the contract and/or installing a new unit in your next
   vehicle.
 * You can choose to end the agreement (early cancellations costs apply).
 * You can continue to pay the monthly fee until the end of the contract period.
 * The new owner can opt to take over your contract.

If you sell the vehicle at the end of the agreement:

 * You can transfer the contract to your next vehicle. There will be a charge
   for transferring the contract and/or installing a new unit in your next
   vehicle.
 * You can choose to end the agreement (no cost and one calendar month's notice
   will apply).
 * The new owner can initiate a new contract which utilises the existing unit.

How do I monitor my vehicle?

By logging onto the MyTracker website or downloading the Tracker Connect App
from your phone’s App store.

Why didn't I receive my login details after installation?

The delay may have been caused by a system issue.
Please contact Tracker on 0860 60 50 40.

Can I update my odometer reading if it’s incorrect?

Yes, the odometer reading can be updated on the MyTracker website. Alternatively
you can contact 086 060 5040.

What is the process if my vehicle is stolen or hijacked?

Call our National Emergency Contact Centre on 0800 13 23 23.

Please click here to read further important information.

Why isn’t my MyTracker password working?

The default password is only valid for 48 hours. If it’s not changed within that
time frame then it expires and will need to be reset.

What is the difference between cash, free fitment and advance payment?

Cash
When the client pays for installation and is on a month-to-month contract.

Free fitment
Client enters into a 36-month agreement and does not pay for installation.

Advanced payment
Client opts to pay a subscription in advance for up to 6, 12 or 36-months.

Know the difference between an Assist Button and a Panic Button

Tracker offers an Assist Button to our vehicle tracking subscribers, not a Panic
Button.

The Assist Button delivers help to a subscriber’s location in roadside and
medical emergencies, for issues such as punctures, flat batteries and running
out of fuel. The Assist Button should therefore not be pressed to activate
stolen vehicle recovery services or to alert Tracker to a possible hijacking
scenario.

Our Tracker Care service offers Consumer subscribers an Assist Button, as part
of the Roadside and Medical Assistance benefit. Pressing the Assist Button when
subscribed to the Tracker Care service sends an emergency assistance request
directly through to Tracker, and Tracker will respond and attend to this
request, in conjunction with our service delivery partners.

For Business subscribers, an Assist Button is offered on both the Tracker
Empower and Tracker Connect services. Pressing the Assist Button on Tracker
Empower and Tracker Connect sends an emergency assistance request through to a
customer’s nominated recipient Fleet Manager/s, who will then interface directly
with the driver and arrange assistance as required with Tracker.

For clarity, the Tracker CareGuard service, which is a personal security
service, rather than a vehicle tracking service, does feature a panic button on
the Tracker CareGuard App. Tracker CareGuard subscribers can press this
particular panic button in emergencies, or when they feel their safety is
compromised, for immediate deployment of rapid armed response services, deployed
via our service delivery partner.

The differences between Authorised Persons, Emergency Contacts, General Contacts
and Billing Contacts

Many customers call in to our various contact centres with the expectation of
concluding certain matters relating to a vehicle or account, only to discover
that they are not able to do so, as they lack the authority from the account
holder under South Africa’s strict information privacy laws. When contracting,
it is important to nominate contacts appropriately. By understanding each role
and its associated empowerment, account holders can optimally conclude their
account set-up so that in emergency situations, or for routine account updates,
nominated representatives can act on their behalf.

 

Emergency Contact – this is somebody specified on the account that may be called
by Tracker’s Monitoring Control Centre (MCC) and advised that an alert signal
has been received from the associated vehicle. If the emergency contact is not
able to confirm the safety of the vehicle, they would thereafter be contacted by
Tracker’s National Emergency Control Centre (NECC) to activate under a
verification. The account holder would by default be an emergency contact, along
with other nominated contacts. An emergency contact is specified on the account
to speak on behalf of the account holder regarding vehicle safety and assist to
coordinate activation of stolen vehicle recovery services in the event of a
theft or hijack.

 

Authorised person – this is somebody specified by the account holder to act on
their behalf regarding the administration of the account, as well as viewing
vehicle location. There are three types of authorised person recognised by
Tracker:

- General contact – is authorised to receive general vehicle information from
Tracker (for example the location of the associated vehicle), but may not make
account updates or edits

- Billing contact – is authorised to receive billing and financial information
from Tracker, and act on behalf of the account holder regarding any
finance-related queries and questions, but may not make any account updates or
edits

- Authorised person – has full authority to act on behalf of the account holder,
receive all account and vehicle information, and make any required update to
account information, including financial, billing and banking information

 

For convenience the differences between each of the contact roles is summarised
below. There are similarities between Business and Consumer accounts. The main
difference is that on Consumer accounts, the account holder is generally the
vehicle owner, or regular driver of the vehicle. On Business accounts, the
primary contact may well be a fleet manager or decision-maker within the
business, and may not be the regular driver of the vehicle.

 

Primary contact

1. can edit and update account information

2. can obtain vehicle location and check account information

3. an obtain financial information and deal with financial queries

4. can act as the point of contact for MCC and NECC to verify vehicle safety and
deploy stolen vehicle recovery services, under verification

 

 Authorised person

- can edit and update account information

- can obtain vehicle location and check account information

- can obtain financial information and deal with financial queries

- can act as the point of contact for MCC and NECC to verify vehicle safety and
deploy stolen vehicle recovery services, under verification

 

General contact

1. may not edit and update account information

2. can obtain vehicle location and check account information

3. may not obtain financial information and deal with financial queries

4. may not act as the point of contact for MCC and NECC to verify vehicle safety
and deploy stolen vehicle recovery services, under verification

 

Billing contact

1. may not edit and update account information

2. may not obtain vehicle location and check account information

3. can obtain financial information and deal with financial queries

4. may not act as the point of contact for MCC and NECC to verify vehicle safety
and deploy stolen vehicle recovery services, under verification

 

Emergency Contact

1. may not edit and update account information

2. may not obtain vehicle location and check account information

3. may not obtain financial information and deal with financial queries

4. can act as the point of contact for MCC and NECC to verify vehicle safety and
deploy stolen vehicle recovery services, under verification

 

 

 

Still haven’t found what you are looking for?

Contact support

PEACE OF MIND IN YOUR POCKET.

Whether it’s up the road or across the country, our Tracker Connect App allows
you to get out more knowing that wherever you end up, we’ll make sure it’s a
smooth journey.

Please note that certain features and functions will vary based on the service
you have purchased.

Download the Tracker Connect App.

 


T&CS

Me and My Family

T&CS

My Business

PRIVACY POLICY



TERMS OF USE



COPYRIGHT



INFORMATION MANUAL



LEGAL AND GOVERNANCE



BBBEE CERTIFICATE



ISO 9001 2015 CERTIFICATION





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    * M And M Auto Electrical
    * Mash Technologies
    * Masons Service Centre
    * Mbombela Fitment Centre
    * Middelburg Car Radio
    * Mobile Sound And Security
    * Monopro Installation Fitment Centre
    * Mossel Bay Total Fitment Centre
    * Motlotlomi Pty Trading As Auto Accessories
    * Motor Sonic Pty Ltd
    * Motor1
    * Natal Fitment Centre
    * Nc Audio And 4X4 (Pty) Ltd
    * Northern Auto Electrical
    * Off Cut Solutions
    * One Stop Auto Fitment Centre
    * One Stop Tracking Fitment Centre
    * 
    * Precision Tracking Fitment Centre
    * Rack And Tow
    * Radio Electronic Services
    * Radio Security Link Pty Ltd Ta Tracker Swaziland
    * Red Eye Tracker Ta Tracker Lesotho
    * Rivonia Car Sound
    * Rn Tracking Pty
    * Rustenburg Auto Electrical
    * Save And Sound Pty Ltd
    * Savoy Car Aircon And Security Centre
    * Screensaver
    * 
    * Securefit Middelburg / Witbank Fitment Centre
    * Security Car Care
    * Silverton Radiators Ta Tracker Botswana
    * Singh Consultants
    * 
    * Star Fitment Centre
    * Streetwire Car Sound
    * Super Sound And Accessories
    * 
    * Suricate Security Potgietersrus
    * Svr Fleet Support Fc
    * Tbt Auto Dunlop
    * Tbt Auto-Zone Dunlop
    * Thaba Track Fitment Centre
    * Tint Expo And More Pty Ltd
    * Tracking Upington
    * Trackitude
    * Tryglen Electronics
    * Tuff Tint Fitment Centre Polokwane
    * Tuff Tint Pretoria
    * Vans Auto Sound
    * Vins Auto And Rubberising Pty Ltd
    * Wicked Cars Pty Ltd
    * Xtreme Audio
    * Y2k Auto Sound
    * Yarona Car Sound And Cellular
    * Zml Auto (Pty) Ltd Ta Crs Sound & Security
   
   
   
   
   
   
   
 * Phone Numbers
   
   PHONE NUMBERS
   
   Local Emergency Number (24/7)
   
   080 013 2323
   
   Roadside Assistance (24/7)
   
   086 111 8729
   
   Local Contact Centre
   
   086 060 5040
   
   011 243 6605

   
   
 * Contact Us
   
   CONTACT US
   
   Consumer Queries:
   info@tracker.co.za
   
   Business Queries:
   productsupport@tracker.co.za
   
   Home Queries:
   homesupport@tracker.co.za