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.

We take data security seriously which is why we invested in developing our own software platform, Android and iOS apps. Not only that our software is hosted locally in Brisbane Australia on a virtual private network to isolate our software from other virtual networks. Click here to read more about our data security and infrastructure.

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.

3G Model

The 3G model is designed to update the time based on the location of the wearer. The factory default time zone is set to Australian Eastern Standard Time (AEST) or UTC + 10, however once your watch updates it’s location the time will update to the local timezone.

2G Model

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 ‘0800’ 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.

If we are out of stock and your order is on back order we expect delivery to be within 3-4weeks.
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.
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.

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.

3G Model

The 3G model operates slightly differently to the 2G model to accommodate a greater drain on the battery on this frequency. Every 2 minutes the watch records the location of the watch, then at each 6 minute interval it pushes those last 3 locations to the server. Essentially giving you location updates every 6 minutes however when looking at the reports such as historical playback or tracking records you will notice a record of location information every 2 minutes.

2G Model

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’ report from your monitoring platform.

Our 12-month manufacturers warranty does NOT include cracked screens, similar to most electronic devices with glass screens on the market.

The TicTocTrack watch screen is made with Corning glass, which is a toughened glass made to withstand normal use. This glass can crack or break when it makes forcible contact with a hard surface or object. The glass on our watches is similar to that used on the iPhone, and unfortunately, shatterproof glass is currently too expensive to be a viable option, though we hope this will change in the future. The TicTocTrack watch is being used by thousands of people across Australia, and we have found that the screen will only crack if subjected to forcible impact.

If you do happen to crack the screen of your TicTocTrack watch, we offer a discounted replacement watch, so please contact us at enquiries@tictoctrack.com.au or 1300 TRACK ME (872 256).

3G Model

Our new touchscreen access allows the wearer to scroll through up to 6 mobile phone numbers to call. These 6 emergency contact numbers are also the only numbers that can call the watch and the numbers that any SMS alerts will 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.

2G Model

You can link up to 3 mobile phone numbers for the alerts to be sent and that can make a call to the watch, and the first 2 of those numbers can be called from the watch. 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.

The TicTocTrack 3G watch face is approximately 3.5cm wide x 4cm long 1.25cm thick.
The circumference of the band is approximately 24cm at is largest, and 14cm at its smallest.

Yes you can take TicTocTrack with you when you travel, simply choose one of our International Roaming travel plans (found under the ‘plans’ 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 if you have a 2G model or 6 numbers via the touchscreen if you have a 3G model. 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.

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