FAQ 2017-08-15T13:30:52+00:00

FAQ’s

Here are some answers to a number of commonly asked questions. If your question isn’t covered below please contact us.

Each watch requires a certain amount of configuration for each individual user as such we will attempt to dispatch your product to you within 4 business days from order (excluding public holidays). If you require your device urgently please contact us and we will make every endeavour to accommodate you. We make every effort to dispatch as quickly as we can, however our delivery times are estimates only and are governed by the Postal system and/or courier company, public holidays etc. Remote locations sometimes can take a little longer. All our goods are sent via
Express post and so should arrive the following day. If you are concerned that your watch has not arrived please give us a call at 1300 TRACK ME (1300 872 256) and we will be happy to track the progress of your package for you. For more information on our delivery process please visit our store policy page.
If we are out of stock and your order is on back order we expect delivery to be within 3-4weeks.
If you forget your username or password simply request a new one via the login screen on the desktop platform. Please note if you change your password via the ‘My Account’ section of our website this will not change the password to log in to the TicTocTrack monitoring platform as they are two separate systems.
Yes we have tested the monitoring platform in all popular web browsers and it functions in all browsers.

The factory default time zone is set to Australian Eastern Standard Time (AEST) or UTC + 10. To change the time on your watch to allow for daylight savings or when travelling overseas please SMS the following command to your watch and replace the ‘1000’ with the number of hours for your region. For example Western Australia would be: #timezone#e#0800#000000#

For more information on the time zone for your location visit http://www.timeanddate.com/worldclock/

If you need to refer to instructions on changing the time again in the future please refer to your ‘Tips, New Features & Warranty’ Card that was supplied in your original packaging or download a soft copy here.

You watch is delivered to you configured and ready to use. The user manual for setting up and using the desktop and mobile apps for monitoring is available for download on our website here. However we understand that you may still have questions so feel free to call us at 1300 TRACK ME and we’ll be happy to step you through the process.
Please let us know either via the customer notes at the checkout or by calling our customer service centre on 1300 872 256 and we will ensure a SIM for the network that provides coverage in your area is used in the device we send you.

As you may have read or heard in the media the network providers in Australia will be shutting down their 2G networks during 2017. Telstra will be shutting off 2G from December 2016 and then Optus will follow in April 2017 with Vodafone towards the end of the year. As such we are committed to developing alternative solutions for our customers. For the immediate future all our watches will be supplied with a Vodafone 2G SIM as they will be continuing to support 2G the longest, while we work with our manufacturers to develop a 3G solution that will provide greater choice when it comes to the SIM a customer can use in their watch.  If you want to check coverage for your area click here.

We would recommend you turn your watch off to charge the battery to ensure it fully charges. We also suggest you charge it each day rather than waiting for the ‘low power alarm’ SMS as this message will be deducted from your monthly SMS allowance. Please also only charge the battery for the time specified in the instruction manual and don’t leave it on charge overnight.
Under normal operating conditions the battery can last up to 24 hours. Voice calls to the watch, SOS alerts and poor signal can drain the battery faster.
Yes you can cancel your subscription at any time either by logging in via the ‘My Account’ area of our website or if you pay via paypal in the ‘profile’ section of your paypal account.

You can check the coverage in your area by clicking on the link and following the instructions under the support tab.

TicTocTrack uses GPS technology to identify the location of the watch therefore the watch needs to be able to locate a satellite. Tunnels/buildings or densely populated areas can make it difficult for the GPS antenna to lock onto a satellite signal.If you wish to force the watch to generate the best possible location you can send the “Location” command to the watch via SMS. Simply SMS #location#000000# to the mobile number of your watch and you will receive a text message back with the location.
Drift can occur with high sensitivity GPS receivers in areas where the device ‘sees’ multiple signals. This can happen when the signal is reflected off obstructions such as tall buildings, walls, tree cover etc and can cause an abrupt change in location. This generally occurs when the watch is stationary.
TicTocTrack communicates with the satellites every 5 minutes unless an SOS has been triggered then it communicates every 20 seconds. If a successful location is generated that information is noted on the monitoring platform, if the watch cannot generate a location i.e. the watch is inside then it will continue trying every 5 minutes until it locates. To see the frequency and results of every communication from the watch you can run the tracking records reports from your monitoring platform.
You can link up to 3 mobile phone numbers for the alerts to be sent to. Please note that each SMS alert is counted towards your monthly plan so if you have 3 phones linked for example then 3 SMS will be used for each alert triggered.
Yes you can take TicTocTrack with you when you travel, simply choose one of our International Roaming travel plans (found under the ‘Accessories’ tab on the website) to cover the time you are away.
Yes to add voice you just need to change your plan to a voice plan. To do this just go to the ‘ Change your plan‘ page under the Plans tab on the website.
Yes, if you have a voice plan you can make calls from the watch to either of the first 2 linked mobile phones. These voice minutes are deducted from your plan however any calls you make to the watch do not incur any charges from us. So we would recommend if your loved one calls you have them hang up and then call them back so you can talk as long as you like.
The same way you would SMS a mobile phone. Open up messages put in the mobile number for your watch and send the message, the wearer of the watch will receive a tone to let them know they have received a message and then they can read it on the screen. To re-read a message lightly press the SOS button to bring it up again. Messages aren’t stored in the watch so the next message you send will delete the previous one. To scroll up or down through a message use the + or – volume buttons.
The TicTocTrack watch is water resistant. If it is splashed with water, caught out in the rain etc. it will be fine. It isn’t however designed to be worn while swimming or bathing.
The TicTocTrack watch is covered under a 12 month manufacturers warranty. For details of the warranty and what is covered please visit our store policies page.

Yes. Existing customers will be offered a new watch connected to 3G at a discounted price

No. The 3G network requires different hardware in the watch.

The 2G Optus network will be unavailable from April 2017, the 2G Vodafone network will be unavailable from September 2017 and the 2G Telstra network will be unavailable from December 2016. TicTocTrack watches currently operate on either the Optus or Vodafone networks.

Existing customers that have an active SIM plan with us can upgrade to the new 3G model at significantly reduced rate. Please check your inbox for your upgrade offer coupon. If you haven’t received the email please contact us via email enquiries@tictoctrack.com.au or call 1300 872 256 to arrange for it to be re-sent. For all new customers we are currently offering the ability to pre-order the 3G model at a discounted price until its release in June.

Let us choose the right plan for you

Let us choose the right plan for you!

Lets Get Started