FAQs

See below for information regarding some of our frequently asked questions; please click here to contact us if you require any further information.

Who is Global Telemetrics

Global Telemetrics is a Secure Monitoring platform that monitors all SmarTrack and partnering tracking devices. The control centre is in operation 24 hours a day, 7 days a week.

How do I get a SmarTrack Installed

We offer a full UK, Ireland and Channel Island (Jersey) installation service using a network of over 1,000 fully trained, qualified and experienced installing engineers. These engineers can often offer a mobile service at your home, place of work or car dealership prior to you taking delivery of your vehicle, if required. Alternatively you can take your vehicle to one of the local Global Telemetrics approved installation centres for your SmarTrack device to be fitted. Please email sales@smartrack.uk.net or call 0800 279 6401.

For further information regarding Thatcham please click here. to visit their website.

What is GPS

GPS stands for Global Positioning System, GPS is a Satellite geolocation system for location information.

What is GPRS

GPRS refers to the SIM connection used by Mobile Networks to send data through the SIM connection.

What is GSM

GSM refers to the SIM connection used by Mobile Networks for calls and text messaging.

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Do I get a certificate to confirm a tracking device is installed?

Yes, all installed devices that are monitored by Global Telemetrics will receive certification, these will be received via email within PDF format. A physical copy may also be sent upon request.

How do I know the tracker is working?

When your Approved SmarTrack engineer installs your system of choice, they will call the Global Telemetrics Commissioning desk to verify a live position of your vehicle. At this time the Secure Control Centre staff will check the information provided by the device and confirm full operation of the SmarTrack tracker. The information will include battery voltage, battery back/up voltage, ignition key position (on or off) and its GPS position. With all of the latest models of SmarTrack tracking devices a free Android/Apple app is available to view locations.

How do I get my App Account

Information regarding the app can be found within your Welcome Email. This will include download links. If you are having an issue please click here

How do I get my Online Account

If your device has the capability for an online account you should have been sent your details. If you have not received any information please click here

Can I see locations of my vehicle?

If you have a CAT5/S5/SmarTrack Fleet/uTrack/Trident/Maxi/Caravan system installed you can have a full secure online account- this will show you your vehicle’s location on a virtual map. You will also have full fleet features including multiple Geofences, journey history and reports. With all the latest models of SmarTrack tracking devices a free Android/Apple app is available to view locations.

What are Geofences?

Geofences are a virtual perimeter that is placed around a location for added security. When the device enters/exits the area the end user is then emailed to confirm this.

What are Reports?

Reports are information broken down into set criteria’s such journey breakdown, All Activity and Geofence Reports.

When do I pay for the system?

You can pay for your system after the device is installed and commissioned. Your approved installer will give you an installation form which will include details on how to contact Global Telemetrics regarding your Subscription.

When do I pay for my 24 hour Monitoring Subscription?

Your subscription is due as soon as the tracking device is installed.

Who do I pay my Subscription too?

Subscription payments are to be made payable to Global Telemetrics Limited.

Please call a member of staff on 0800 279 6401*. We are open 24 hours a day. Once your payment details are taken and processed, we will be able to monitor your vehicle 24 hours a day, 365 days a year. After the payment has been processed, a certificate will then be sent to you confirming the tracking device is installed and that all current monitoring fees have been paid.

What do I do if my vehicle gets stolen?

You must report the theft to the Police. The Police Control desk will then issue you with a Crime Reference Number. Then call the Global Telemetrics Secure Control Centres dedicated Theft number 0808 1684 999 (International +44 (0) 1530 275 920). Please have your customer number along with the Crime Reference ready and the tracking process will begin. Global Telemetric will liaise with the Police and the customer on any updates regarding the tracking device information.

What is the Duration of Vehicle Ownership Subscription?

Duration of Vehicle Ownership Subscription covers you for the length of time that you own the original vehicle the device has been installed to. The subscription may be transferred to another vehicle once within the first 12 months of the installation date. Should the system be removed and refitted for a second time, or after the initial 12 month period, you are required to repay and restart your subscription payment. All works must be carried out by a Global Telemetrics accredited engineer. Please contact Smartrack if you require details for an authorised dealership.

Please note Duration of Vehicle Ownership is not available on self tracking products.

What is an Annual Subscription?

Annual Subscription covers you for a 12 month period. This period is effective from the date of the subscription payment.

Do you offer a monthly Subscription?

Global Telemetrics offers a monthly subscription through Direct Debit. Minimum term is 12 months.

Can I change from an Annual Subscription to a Duration of Vehicle Ownership Subscription?

You have the ability to upgrade your subscription cover within the initial 12 month period of your system being installed. Once you are out of this period, Annual Subscriptions are required. Please call 0800 279 6401* for our upgrade fee. This only applies to stolen vehicle products.

Please note, the Duration option is not available within our Self monitoring range.

Can I keep my SmarTrack system if I change my vehicle?

Yes. If you decide to change your vehicle, you can have the system removed and re-fitted to an alternative vehicle. All works carried out in relation to the system must be carried out by a Global Telemetrics accredited dealer. Please bear in mind that if you have purchased a Duration of Vehicle Ownership, you may need to re-pay and restart your subscription policy. If you have purchased an Annual policy, you will not lose any subscription as the remaining time left on the policy will cover your new vehicle.

Please contact SmarTrack if you require details for an authorised dealership who can arrange the removal and refit of the system for you. Labour cost will be applicable for this to be completed. The approved Global Telemetrics installer will re-fit and re-test the tracker unit and provide us with the new vehicle details. New documentation will then be sent for your records.

If I change my vehicle, do I lose my subscription if I pay annual?

No, we can transfer the Annual Subscription to enable cover being provided for the new vehicle with no administrative charges being charged.

If I change my vehicle, do I lose my subscription if I pay annual?

No, we can transfer the Annual Subscription to enable cover being provided for the new vehicle with no administrative charges being charged.

Do I lose my subscription if I pay Duration of Vehicle Ownership?

Possibly, yes. If the tracker was originally installed for more than 12 months, or it is being removed and refitted multiple times, you will need to re-pay and restart your subscription policy.

Please note, the Duration option is not available within our Self monitoring range

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I have purchased a vehicle with a SmarTrack tracker fitted – can I subscribe to it?

Yes. You will however, need to pay your own subscription policy. Any remaining policy from a previous owner will not be transferred to cover you. You can choose from an Annual or Duration of Vehicle Ownership policy. Please be aware, an administration fee will also be required at this point.

Once all fees have been processed we can activate the system for you. This will usually be completed remotely (over the air) via our GSM/GPS technology. Should the device not re-activate, we may need to arrange for an engineer to visit you to carry out work.

Please note Duration of Vehicle Ownership is not available on self tracking products.

What warranty do I get?

Your device has a standard 36 month Global Telemetrics guarantee. This begins on the day the unit was originally installed. If a fault appears within this period we will repair or replace the device for you.

Should a fault develop within the first year of the system being installed you are required to contact your supplying dealer who will aim to rectify the problem for you. After this period, please contact Global Telemetrics who will arrange for the required work to be completed.

We also offer an extended parts and labour warranty after the initial 36 month warranty has expired. We can offer this extended warranty for the unit, up to a maximum of 12 years from the original purchase date.

What happens if I sell my car with the device still fitted?

If you sell your car with the device fitted you will need to notify us in writing. Once we have received this written confirmation, we will be able to remove your details from the account.

If you have registered an email address with us, you can inform us of any changes using this registered account. Please send your email to: customerservices@globaltelemetrics.com

You will need to include your name, customer number and vehicle registration and confirm the changes required for us to update your account.

If you do not have a registered email address with us, please send a written letter confirming the changes.

What do I do if I want to change any of my details recorded when installed?

If you require us to change any details on your account, we must receive these changes in writing. If you have registered an email address with us, you can inform us of any changes using this registered account. Please send your email to: customerservices@globaltelemetrics.eu You will need to include your name, customer number and vehicle registration and confirm the changes required for us to update your account. If you do not have a registered email address with us, please send a written letter confirming the changes.

What are movements Alerts?

If you have a Thatcham certified device the Global Telemetrics Secure control Centre will call you if your vehicle is moved without the ignition being turned on (trailer or low loader)

What are Driver Tags?

Driver tags are supplied with the S5 device and should be in your possession when driving the vehicle, failing this the Global Telemetrics Secure Control Centre will call the end user to confirm if everything is safe with the vehicle.

Battery Alerts

Global Telemetrics is a Secure Monitoring platform that monitors all SmarTrack vehicle tracking devices. The control centre operation is 24 hours a day, 7 days a week.

Does the device have a battery backup

All SmarTrack hard wired tracking devices have battery backups inside, the battery backup charges everytime the vehicle’s ignition is used. The device will then run from the battery backup if the main Live supply is removed or the vehicle battery is removed.

My App/Online account states the wrong house number on the data

Unfortunately this is something out of our control, the GPS signal can bounce a little when close to buildings and we can’t always show the correct number of the house.

How do I reset my Password for my app

On the login page of the app, there is a password reset button where your password can be changed by sending an email with a link.

Why do I not get an alert on a Ferry

This depends on where your vehicle is within the Ferry, due to most ferries being made of metal this can reduce the strength of the signal while being transported.

Can trackers be detected, and can they be removed?

What is ISO27001 and why is this important to the service offered by Global Telemetrics?

D-iD

What is D-iD?

D-iD is an Android/Apple App that can work instead of the driver tags. Your mobile device has to be in your possession and the app has to be active when driving your vehicle, if your mobile device is not present when driving the vehicle the Global Telemetrics Secure Control Centre will call you to confirm your vehicle is safe.

How does D-iD differ to existing Global Telemetrics tracking devices & programmes?

With the D-iD system you no longer have to carry driver tags whenever you drive your vehicle. The Driver Identification utilises your mobile device instead.

How will the D-iD app impact my mobile phone battery life?

The app is designed to periodically wake in the background to inform our servers it’s ready and listening for new events on the vehicle. There will be some drain when this happens but it will be negligible. When the verification process starts itself this uses more battery power, because it sets off location processing, bluetooth connectivity and network connections. These all have an impact.

How does Global Telemetrics hold data regarding my phone and/or movements?

No information from the D-iD app is held on any Global Telemetrics Servers. The information is only stored on the end users handset/mobile device. For further information please view our Privacy Policy by visiting http://www.globaltelemetrics.com/terms

How will the D-iD app impact my mobile phone battery life?

The app is designed to periodically wake in the background to inform our servers it’s ready and listening for new events on the vehicle. There will be some drain when this happens but it will be negligible. When the verification process starts itself this uses more battery power, because it sets off location processing, bluetooth connectivity and network connections. These all have an impact.

How will the D-iD app impact my mobile phone battery life?

The app is designed to periodically wake in the background to inform our servers it’s ready and listening for new events on the vehicle. There will be some drain when this happens but it will be negligible. When the verification process starts itself this uses more battery power, because it sets off location processing, bluetooth connectivity and network connections. These all have an impact.

How will the D-iD app impact my data usage?

The app uses minimal data to operate and this is dependant on how many times the vehicle is started and driven.

How is my personal information kept safe?

Global Telemetrics is recognised as ISO 27001. This ISO accreditation is for ‘Information Security Management’. For further information regarding ISO 27001 please visit https://www.bsigroup.com/

What if I have forgotten my mobile phone or my phone has ran flat or I am in a low signal area?

Global Telemetrics will contact the customer using all means possible leaving messages and sending texts where applicable. We advise where possible for the customer to have more than one contact number for Global Telemetrics to contact.

Can my partner/spouse also have a D-iD login?

Yes they can, however this can only be requested by the main account holder. This has to be requested in writing by emailing customerservices@globaltelemetrics.com

How does the D-iD™ app work?

The app communicates with the tracking device to clarify that the customers mobile device is within the vehicle when driving. The app connects directly to the customers tracking data and confirms if the mobile device is within the same area as the vehicle.

What’s the difference between automatic and manual modes?

There are two different modes within the app:

Automatic
This mode will automatically trigger an alert to the Global Telemetrics Secure Control Centre should the approved mobile device not be registered within the vehicle when driving.

Manual
This mode will require the registered keeper to manually report a problem by pressing the SOS button on a push notification sent from the D-iD Mobile app, should they receive this notification when it is not themselves driving. Pressing the SOS button will then connect you to the Global Telemetrics Secure Centre to begin theft liaison if necessary.

Is the D-iD™Thatcham Assured?

Yes, the D-iD™ has been processed through the Thatcham criteria for the S5 category.

Driver Detection

What is Driver Detection?

Driver Detection is a Driver recognition card system where the driver of the vehicle has to carry this card while they are driving. If the card is not within their person the Secure Control Centre will contact them to confirm your vehicle is safe.

Does this system require any batteries?

The card itself is rechargeable through USB

What happens if I lose my Driver Detection card?

Please contact Global Telemetrics via customerservice@globaltelemetrics.com a member of the team will run through the process.

Can I Purchase extra Driver Detection cards for my vehicle?

Yes, Please contact Global Telemetrics via customerservice@globaltelemetrics.com a member of the team will run through the process.

Can I turn off/on my Driver Detection Card?

Yes, however we advise that you don’t, however their is a button on the back of the card and the LED will flash once to confirm the card is off and flash 3 times to confirm the card is on.

How long does the Battery last on a single Charge

The battery will last for 2 – 3 months depending on vehicle usage

Can I keep the Driver Detection Card in my Wallet/Purse?

Yes as long as the Wallet/Purse is not RFID protected.

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