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» F.A.Q's
 
 

Tracker Alert and Retrieve FAQs

How often should I test my Tracker?

It is very important that you test your Tracker Retrieve or Alert at least twice a year to ensure it is in good working order. If your unit is not working, we won’t be able to track your vehicle.

Where is the Tracker fitted to my vehicle and what does it look like?

The Tracker can be fitted to a number of places on your vehicle. For security reasons, the unit and its location won’t be identified, even to the vehicle owner.

How difficult is it to remove or deactivate the unit?

The unit is very well hidden so it is difficult to remove, and can only be deactivated by Tracker’s Secure Operating Centre.

Can the unit be fitted to any make of vehicle?

Yes, including light commercial vehicles and heavy goods vehicles.

Will the Tracker unit interfere with my vehicle’s electronic systems?

Tracker’s technology has been tested worldwide for Electromagnetic Compatibility (EMC) and has been approved by a number of international organisations, including the European Telecommunications Standard Institute (ETSI), a standards body that specifies the performance of radio equipment to be used in land mobile services. Tracker units will therefore not interfere with the complex electronics found in modern vehicles, such as the vehicle’s management system, on board computers and mission critical (safety) computers, etc.

Will the unit need to be serviced – is there a service contract?

The unit has a life span of many years and does not require servicing. However, in addition to testing your Tracker at least twice a year, it is recommended that you test the unit after an accident or after any significant electrical work has been carried out on your vehicle. All Tracker units come with a one-year guarantee.

What happens when I sell my vehicle? Can I transfer my Tracker from one vehicle to another?

There are a number of options available when selling your vehicle. You can sell the vehicle with the unit in it and the new owner will take over the monthly subscription, or you can re-install the unit in your new vehicle. If you choose to reinstall into your new vehicle, a charge will be levied for this service. Call the Tracker Call Centre on 0860 60 50 40 for more information.

Am I the only person who can activate the unit?

No. You can also nominate other “Authorised Activators” when you become a Tracker client. If someone who is not an “Authorised Activator” tries to activate your Tracker, they can only do so by providing the Tracker's National Secure Operating Centre with a SAPS case number.

What do I do when I realise my vehicle has been stolen?

Immediately contact Tracker’s National Secure Operating Centre on 0800 13 23 23. Remember, the quicker you contact us, the easier it is for us to recover your vehicle and hopefully make an arrest.

Will there be extra premiums or charges if the vehicle is stolen more than once?

No.

How close do the Tracker teams have to be to the unit to pick up a signal?

The range of the signal will vary depending on the area. In city centres, the range could be up to five kilometres, however, in the open countryside, it can be up to 12 kilometres. Police aircraft, which are also fitted with Vehicle Tracking Units (VTUs), have picked up Tracker signals in excess of 100 kilometres.

Do I need to give an approximate location of the stolen vehicle when notifying Tracker of the theft?

No – once the unit is activated, the signal is broadcast nationwide. If a stolen vehicle with an activated Tracker unit moves within tracking range of any Vehicle Tracking Units (VTU), an alarm will sound and the Tracker team will be notified. The vehicles or aircraft concerned will be able to track the stolen or hijacked vehicle.

How will my car be returned to me?

Return of the vehicle is by arrangement between the SAPS and Tracker’s National Secure Operating Centre. Any vehicle that has been stolen or involved in a hijacking will have to go to a SAPS pound. You would then collect your vehicle from the pound.

How many recovery teams do you have?

Thanks to Tracker’s unique partnership with the SAPS, we have a powerful national footprint, with over 1 300 vehicles and 50 aircraft in our recovery arsenal. We also have our own dedicated recovery teams situated all over the country.

Do the SAPS have the time and resources to be involved in the recovery of so many vehicles?

The Tracker system ensures that the stolen vehicle actually identifies itself to the police, which means the police don’t have to waste time and resources looking for the stolen vehicle. Once the vehicle is in range of the Vehicle Tracking Unit (VTU), the SAPS (and our own recovery teams) can track and recover the vehicle. It is common for several police vehicles to be involved in a recovery as it increases the probability of an arrest being made.

If you have any questions that are not answered here, please contact us .

Tracker SkyTrax FAQs

What should I do if I require assistance?

  • For emergencies, contact 0800 13 23 23.
  • For general queries, contact 0860 60 50 40.
  • Press your assistance button.

How will Tracker SkyTrax respond?

  • If you call our emergency number, we will assess the situation and immediately dispatch the necessary services.
  • If you have pressed your assistance button, we will first try to contact you to verify the type of assistance required.
  • We will then send one of our recovery teams to the location of your vehicle if the situation requires it.

What should I do if I accidently press my assistance button?

If you have accidently pressed your assistance button it is important to notify Tracker SkyTrax immediately. False alarms draw critical resources away from real incidents, which impacts on response times.

Can Tracker SkyTrax help me in the event of a hijacking?

A hijacking is an extremely volatile and unpredictable situation that requires you to react in an unthreatening way towards the hijacker. Here are a few tips that can help save your life:

  • Your first priority is to protect your own life. Tracker SkyTrax can recover your vehicle later.
  • Obey the hijackers’ instructions at all times.
  • Keep your hands visible at all times.
  • DO NOT ATTEMPT TO PUSH YOUR ASSISTANCE BUTTON UNDER ANY CIRCUMSTANCES. Hijackers are aware that motor vehicles are fitted with tracking devices and assistance buttons.
  • Make sure your family knows how to contact Tracker SkyTrax for assistance.
Q What areas are covered by Tracker SkyTrax?
A If there is GSM network coverage, you are covered.
 
Q Can Tracker SkyTrax guarantee the recovery of my vehicle?
A Tracker’s immense infrastructure and state-of-the-art technology ensures you have the greatest possible chance of recovering your stolen or hijacked vehicle. However, certain circumstances such as network coverage and driver collusion are beyond our control. Despite this, our stolen vehicle recovery rate is among the best in the world.
 
Q What happens when I sell my vehicle?
A The SkyTrax system can be transferred to your new vehicle. A fee for the transfer will be levied. Should the person purchasing your vehicle wish to make use of the SkyTrax product, a new contract with that person will be signed.
 
Q What warranty does Tracker SkyTrax offer?
A If the Tracker SkyTrax device is inoperative or is faulty by reason of defective components, workmanship or design within 12 months of fitment, Tracker will replace the device free of charge. This warranty does not apply if the device has been tampered with, worked on by a non-authorised Tracker SkyTrax installation agent, or if the device has been damaged in an accident. It is recommended that you insure your Tracker SkyTrax device.
 
Q Who installs Tracker SkyTrax?
A Only a Tracker approved auto electrician can install your Tracker SkyTrax. All fitment agents are security checked and regularly undergo polygraph tests to ensure maximum security.
 
Q Where are Tracker SkyTrax products installed?
A Tracker SkyTrax products can be fitted to numerous places in the vehicle. For security reasons, only the fitment agent is aware of where the device is installed. All devices are rendered working before a vehicle is returned to you. Pre & post installation checks are performed to ensure your satisfaction.
 
Q Are there any hidden costs in the Tracker SkyTrax product offer?
A All standard services such as roadside assistance, medical assistance and stolen vehicle recovery are covered in the monthly installments. All value-added services will be charged at rates agreed to in the services agreement. Any false alarms will be levied at normal service rates. Should you wish to have your tracking unit activated outside of South Africa, International GSM roaming rates will apply.

 

Tracker Fleet FAQs

Q What regions are covered by Tracker Fleet?
A Tracker Fleet makes use of GSM network infrastructures within South Africa and optionally in neighbouring countries where roaming agreements are in place. Basically, your Tracker Fleet is covered wherever there is GSM network coverage.
 
Q How effective is vehicle monitoring?
A GPS (Ground Positioning Satellite) technology is accurate to within five meters of your vehicle’s location. Under normal conditions, your vehicle’s position is reported back to our command centre every two to three minutes. In the event of an emergency, the command centre is alerted and your vehicle’s position will be reported back every four seconds.
 
Q What happens if I get a new vehicle?
A The Tracker Fleet system can be transferred to your new vehicle for a nominal fee.
 
Q What warranty does Tracker Fleet offer?
A If the monitoring device is inoperative or is faulty by reason of defective components, workmanship or design within 12 months of installation, Tracker Fleet will replace the device free of charge. This warranty does not, however, apply to devices which have been damaged in an accident, tampered with or worked on by an unauthorised installation technician.
 
Q Where is the Tracker Fleet unit installed?
A The unit can be fitted in numerous places in the vehicle, identified with the assistance of the motor manufacturers themselves. For security reasons, only the installation technician is aware of where the unit is installed. All systems are tested to be operational before the vehicle is returned to the owner.
 
Q Are there any hidden costs in the Tracker Fleet product offer?
A All standard services, such as stolen vehicle recovery, are covered in the monthly installments. All value-added services outside the standard offering are charged at rates agreed to in the monitoring services agreement.
 
Q Can Tracker Fleet guarantee the recovery of the vehicle?
A Tracker’s immense infrastructure and state-of-the-art technology ensures you have the greatest possible chance of recovering your stolen or hijacked vehicle. However, certain circumstances such as network coverage and driver collusion are beyond our control. Despite this, our stolen vehicle recovery rate is among the best in the world.

 

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