- If I am having a problem how do I get help?
- Now that my system has been installed, what next?
- How does the system send me an email or text message alert?
- How do I locate my vehicle, unlock my doors, or remote start my car?
- How accurate is the position of the icon showing my vehicle location on the map?
- Can I see where my vehicle has been in the last day or two?
- What happens if my vehicle is stolen?
- If my car doesn't have an alarm system, will I still know if my car has been tampered with?
- I am concerned about my privacy. How is my information protected?
- My agreement has almost expired. How do I renew my subscription?
- I would like to modify my subscription package, how do I do this?
- What happens to my subscription if I sell my vehicle?
- What if I need to change my personal or vehicle information?
- Can I install my GPS device in another vehicle?
- When I initiated a request I got a message saying the unit was unable to complete the request, why?
- What if there's a problem with the device?
- What is the warranty on the Enfotrace system?
- Will the Enfotrace unit work if the car battery is dead?
If I am having a problem how do I get help?
Please give Enfotrace a call at 800-815-3639
- Technical support, press 1
- Customer support, press 2
- Questions about our product, press 3 (or call directly 866-298-6333)
- Billing or renewals, press 4
- Shipping questions, press 5
Now that my system has been installed, what next?
Your GPS agent or authorized dealer will assign you a username and password for the tracking site. The user name and password should be located on the left side of your signed Sales Agreement.
How does the system send me an email or text message alert?
You will be required to configure an email address or number in the system to receive email or text message alerts. When a message arrives from your device, it will be automatically sent once to address you entered. Please be sure that the email address or phone number you entered is correct; you should click the "Send a test alert" button to verify this.
How do I locate my vehicle, unlock my doors, or remote start my car?
Our System Tutorial has step-by-step video instructions to help you send GPS commands to your vehicle. If you need further help, please contact our technical support team.
How accurate is the position of the icon showing my vehicle location on the map?
The latitude and longitude returned by your vehicle is accurate to within 30 meters or about 100 feet (95% of the time). It is normal for there to be some “drift” between each location request, but it should not exceed this amount.
Can I see where my vehicle has been in the last day or two?
Yes, in fact you can run a history report on your vehicle from a few hours as far back as six months. Any over-the-air communications with the device will be displayed in this message history. See the History Report section of the System Tutorial for instructions.
What happens if my vehicle is stolen?
You are required to file a police report in order to authenticate your identity as the vehicle owner, record the incident, and retrieve your vehicle from law enforcement. The tracking device will allow you to report the vehicle’s position to Law Enforcement. With real time location reports, the police will be able to track, stop and recover the vehicle. WE WILL NOT locate the vehicle for authorities. You are required to work directly with the police to recover your vehicle.
DO NOT ATTEMPT TO RETRIEVE YOUR VEHICLE YOURSELF. ALLOW ONLY AUTHORIZED LAW ENFORCEMENT TO RECOVER YOUR VEHICLE.
If my car doesn't have an alarm system, will I still know if my car has been tampered with?
Yes. Even without the benefit of an alarm system, Enfotrace incorporates the use of Geo-Fence technology to help safeguard your vehicle from being stolen or used without your authorization. The Geo-Fence works like an electronic fence that is set around your car. If your car moves outside this Geo-Fence, you will receive a notification of this event automatically. However, unless you have an alarm system that has been installed and connected to the Enfotrace tracking device, you will not have the benefit of receiving a notification of an intrusion or vandalism to the vehicle.
I am concerned about my privacy. How is my information protected?
We take privacy very seriously. Only after we have verified your identity will we provide vehicle location or user profile information to you. Our tracking site is built with the latest in internet security to prevent unauthorized access to your personal information. All data resides on secure servers and is not released for any reason without your express written consent, as stipulated in the terms and conditions of your Service Agreement.
My agreement has almost expired. How do I renew my subscription?
Simply click "Renew" under the "Manage" tab. Select the vehicle from the list, and click "Purchase Renewal". From here you can either pay with a credit card, or be billed in the next billing cycle. For any additional questions contact our Billing Department.
I would like to modify my subscription package, how do I do this?
If you have signed up for our Basic Service Plan, you can simply upgrade your service by adding any of the available options online by clicking the "Refill Exchanges" button, or you can call Enfotrace at 800-815-3639 Ext. 2 and speak to one of our agents.
What happens to my subscription if I sell my vehicle?
If you sell your GPS equipped vehicle, please email us and we will transfer your device to a new vehicle subscription. It is important to notify us so we don't continue to mail you notices or inadvertently bill you. Please note that the new owner will be required to cover any service fees which may be associated with a vehicle transfer.
What if I need to change my personal or vehicle information?
If you have access to the Internet, you can modify your vehicle's information or password online. Our Customer Service representatives will assist you in changing any personal or contact information. By keeping your information with us current, we can guarantee the best possible response to any requests that may arise in connection with your Enfotrace system.
Can I install my GPS device in another vehicle?
Yes, you can remove our GPS device and install in another vehicle at any time. You may want to change the Vehicle Information should you choose to do so (see Edit Description).
When I initiated a request I got a message saying the unit was unable to complete the request, why?
Enfotrace works with the cellular communications system in much the same way as a wireless phone. Unfortunately, wireless signals are not always of uniform quality in every area. When the signal is weak or the vehicle is out of the area where cellular coverage is available, you may not be able to connect or a call may become disconnected. You may have to wait a few minutes and then resend the command to get a connection.
What if there's a problem with the device?
We run diagnostic tests on your unit every month to ensure it is working properly. If you suspect there is a problem or are unable to get any response from the device, contact us as soon as possible. Our technical support department can diagnose and test your vehicle over the air. However, should there be a problem that needs to be addressed by an installation professional, you will need to contact your Authorized GPS Installer.
What is the warranty on the Enfotrace system?
All Enfotrace devices come with a one (1) year limited warranty.
Will the Enfotrace unit work if the car battery is dead?
Yes, but only if you purchase and install the optional back-up battery with your device.