Frequently asked questions

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 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. Please note, if you purchased your watch from April 2019, your subscription has been set up as an in-app subscription. To manage this subscription please go to the ‘TicTocTrack App’ section below.

To update you payment information, please follow these steps:

1. Click here to login to your My Account.
2. You will be directed to your Dashboard

3. Select ‘Payment Methods’ in the left menu

4. Add new payment method

5. Then, delete the old card

If you have any problems during this process, please contact our customer service team on 1300 872 256.

We recommend only using a sim that runs off the Telstra network. Vodafone have refarmed their 3G frequencies and so will no longer work with 3G devices such as ours. Optus will work, but does not have as great coverage as Telstra.

Any sim provider that uses the Telstra network. Belong, Aldi and Woolworths Mobile are all viable options.

Start by removing the section on the back of the watch marked ‘SIM’ by lifting it off at the point marked by the small arrow. Make sure you place the watch on a towel or soft surface, as the screen can get scratched when face-down on a hard surface.
Once you have removed the SIM cover gently slide the silver SIM cover you until you hear a ‘click’ sound, and then flip open (see image below of watch with SIM inserted). Place your new SIM in with the gold chip side facing down. Flip the cover back over the SIM card and slide it back the opposite way to close until you hear another ‘click’. Replace the back of the watch and push until it clicks in. 
Follow this link to watch a short video on how to insert your sim: https://youtu.be/OIvCRR9t6d0    

With our hardware we are one of only a handful who offer dual band 3G 850 & 2100 frequencies whereas most others only offer 2100 or 1900 which will reduce the coverage if overseas. In general with all networks 2100 is limited to the metropolitan areas.

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

Access Point Name (APN) is an authentication setting that allows your device to connect to your SIM providers network. If you are using the provided SIM with a Full Service Plan subscription, you do not need to worry about getting an APN as it is already setup for you. If you are considering using a BYO SIM Service Plan then you will need your network providers APN to setting up a watch with their SIM.

Different network providers have different APN’s and if your network provider has not provided the APN in the paperwork, you will need find your SIM provider’s APN. Here is a list of some providers who use the Telstra network and their APN’s (as at 8-10-2020).

• ALDI Mobile – mdata.net.au
• Belong – mdata.net.au
• Boost Mobile – telstra.wap
• Lycamobile – data.lycamobile.com.au
• TeleChoice – mdata.net.au
• Woolworths Mobile – mdata.net.au

Under normal operating conditions the battery can last from 12 to 24 hours. Voice calls to the watch, SOS alerts and poor signal can drain the battery faster.

We would recommend you turn your watch off to charge the battery to ensure it fully charges. Please also only charge the battery for the time specified in the instruction manual and don’t leave it on charge overnight.

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.
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.

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.

Below is each watch status and their meaning:

• Inactive = This indicates the watch is either switched off or has been stationary and not moved for a period of time.
• Active = This indicates the watch is turned on and sending data to the software platform.
• Located = This indicates the watch has connected with a satellite and is sending a positive location to the platform.
• SOS = This indicates the SOS alarm has been activated on the watch and for the next 5 minutes it will attempt a location/fix with a satellite every 20 seconds.

If you’re having troubles with your device we recommend getting in touch with our Customer Service team as soon as possible. You can give them a ring on 1300 872 256 during our business hours or send us an email to enquiries@tictoctrack.com.au

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).

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 make calls from the watch to up to 6 saved numbers via the touchscreen. Please note 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.

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.

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.

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.

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.

Once you receive your order you will be provided specific instructions on how to set up your account and your subscription. You subscription will be set up via the TicTocTrack app so make sure you have payment details stored in your iTunes or Google Play account.

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

You can contact us via phone, email or online chat through the website. Our customer service hours are Monday to Friday 8:30am to 5pm. We are closed on QLD public holidays and weekends.

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.

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.

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.

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.

No we don’t have any lock in contracts so you can cancel, upgrade or downgrade your subscription at any time.

In the TicTocTrack monitoring app, tap on settings > myprofile > then scroll to the bottom of your profile and tap on the ‘subscriptions’ button to change/cancel your subscription. Once cancelled you will have until midnight on the monthly anniversary of your plan to continue monitoring any devices.

After your 7 day trial to continue monitoring the devices on your account that have the TicTocPhone app installed, you don’t need to do anything as your subscription will automatically change to the monthly plan for the number of devices you have paired with your TicTocTrack app.

We offer the following subscription options:

• $3.49/month Single device subscription (1 device)
• $5.99/month Double device subscription (up to 2 devices)
• $9.49/month Family subscription (up to 4 devices)
• $20.49/month Family plus subscription (up to 10 devices)

If you forget your username or password simply request a new one via your login screen.

Yes you can. You can set and configure by day. Date or time a safe area and be notified if your loved one enters and leaves it.

Yes you can monitor their movements in real time with our ‘real time tracking’ feature for times when safety is a concern such as walking home at night from the bus stop.

Yes for Android users. The sudden movement alert automatically activates the SOS when the phone receives a sudden shake.

You can add up to 6 emergency contacts in the TicTocPhone app to receive alerts.

So that your mobile device can be monitored you will need to pair it with the TicTocTrack monitoring app. Make sure the person that you want to monitor you has downloaded TicTocTrack onto their phone and signed up to the 7 day trial or a monthly subscription. They will then be able to add your device after which a unique verification code will be sent to you via SMS to pair your device with the monitoring app on their phone.
TicTocTrack monitoring app can be downloaded by clicking on the button below for your phones app store.

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 device is stationary.

To add an emergency contact in TicTocPhone click on the ‘settings’ icon in the top right to access the settings area.

There are a few scenarios where your paired mobile devices may stop sending location updates.

• They have turned off their smart phone.
• Their battery has gone flat and therefore their phone has turned off.
• They are in an area where there is no service or very poor network signal so the phone is unable to send out location updates.
• They have set their phone to Airplane mode.
• They have turned off ‘Location Services’ on their device.
• There is no data connection available.
• They have run out of credit on their SIM.

If they have an Android device the phone may have gone into ‘Sleep Mode’. As all Android models have different settings, have the user check the user guide for their phone to see what settings they need to change to avoid their phone going into sleep mode.

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 your login screen.

Yes you can. You can set and configure by day. Date or time a safe area and be notified if your loved one enters and leaves it.

Yes you can monitor their movements in real time with our ‘real time tracking’ feature for times when safety is a concern such as walking home at night from the bus stop.

Yes for Android users. The sudden movement alert automatically activates the SOS when the phone receives a sudden shake.

You can add up to 6 emergency contacts in the TicTocAlert app to receive alerts.

So that your mobile device can be monitored you will need to pair it with the TicTocTrack monitoring platform. Make sure the person that you want to monitor you has added your device. A unique verification code will be sent to you via SMS to pair your device with the TicTocTrack monitoring platform.

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 device is stationary.

To add an emergency contact in TicTocAlert click on the ‘settings’ icon in the top right to access the settings area.

There are a few scenarios where your paired mobile devices may stop sending location updates.

• They have turned off their smart phone.
• Their battery has gone flat and therefore their phone has turned off.
• They are in an area where there is no service or very poor network signal so the phone is unable to send out location updates.
• They have set their phone to Airplane mode.
• They have turned off ‘Location Services’ on their device.
• There is no data connection available.
• They have run out of credit on their SIM.

If they have an Android device the phone may have gone into ‘Sleep Mode’. As all Android models have different settings, have the user check the user guide for their phone to see what settings they need to change to avoid their phone going into sleep mode.

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 your login screen.

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Instead of the map on the home screen there is a message “Google Play services are updating”.  Google Play Services keeps your apps updated and running smoothly on Android devices and this is a known issue with Google Play Services for location based services apps on Android devices. Please follow these instructions for fixing the issue: https://support.google.com/googleplay/answer/9037938?hl=en

To check if you are eligible visit our Am I Eligible? page. Or alternatively please contact the NDIS or your plan manager.

Yes you can. Our NDIS specialists can prepare a quote tailored to your exact requirements.

Our NDIS specialists will typically prepare a quote as per your request within 2 working days.

To cancel your subscription please contact us at accounts@istaysafe.com.au

Please visit our NDIS page for information about to how to apply for funding for a TicTocTrack watch service plan.

After we have received payment of your invoice we will contact you via email to gather further account information, including your chosen watch name.

After we have received payment of your invoice we will contact you via email to gather further account information. Once this form is complete we will prepare your watch and dispatch within 2 working days.

Our team of client service specialists are here to help you every step of the way. You can contact them via phone, email or online chat during our business hours which you can find here.

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.

For iOS devices:
iTunes → Scroll to the bottom and select Apple ID → View Apple ID → Scroll down to Subscriptions → Select Subscription → Cancel
For Android Devices:
Play Store → Press three horizontal lines next to ‘Google Play’ search bar → Subscriptions on the left hand side → Select Subscription → Cancel

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.

The TicTocTrack watches are linked to the main account which is generally under the family name. However, you can have multiple users under that account, Mum, Dad, Grandma and Grandpa all with their own unique login. Each of these users will then see all the TicTocTrack watches that are linked to the main family account.
To add a user to your account you need to login to the TicTocTrack software on a desktop computer at https://tracker.tictoctrack.com it cannot be done via the app. Follow these steps to add as many users as you need:

1. Click on ‘Users’ across the top navigation.
2. Select ‘Add Users’ from the drop down menu
3. Fill in all the fields
4. Finally select ‘Add’ to create the new user.

The new user will then login using the email address you provided as their username and the password you chose when you added them as a user.
IMPORTANT NOTE: Registering a new account via the TicTocTrack iOS or Android app will not create a new user on your account. This is only for customers who need to create a brand new account and haven’t purchased a watch through our website.

Emergency contacts are any of 6 mobile numbers or 3 email addresses that alerts are sent to and also the only mobile numbers that can call and be called by the watch.
Emergency contacts can be added via the iOS or Android app as well as the desktop version of TicTocTrack and can be done so under the DEVICES / MY DEVICES menu tabs.
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.

We have a WiFi HotSpot feature which allows you to set up to 2 WiFi addresses that are trusted i.e. school or home and then when the watch is locating using that WiFi Mac Address it will stop looking for a GPS location as you know where the device is and as such will reduce the drain on the battery.
To set follow the below instructions:

• For the App – Go to Settings (3 white dots in bottom left corner), then My Devices
• If you have multiple Devices ensure you select the Device you are updating the settings for
• Tap on Trusted WiFi HotSpots, then
• Click on the Select This will bring up the most recent WiFi locations that the watch has locked onto for locations.
• Choose the one you want, then give it a name to define this locations e.g School and type in the physical address for the location.
• Save the changes
• Please note that this feature is automatic and once set you will not be required to authorise the connection each time.

Below is each watch status and their meaning:

• Inactive = This indicates the watch is either switched off or has been stationary and not moved for a period of time.
• Active = This indicates the watch is turned on and sending data to the software platform.
• Located = This indicates the watch has connected with a satellite and is sending a positive location to the platform.
• SOS = This indicates the SOS alarm has been activated on the watch and for the next 5 minutes it will attempt a location/fix with a satellite every 20 seconds.

Yes we have tested the monitoring platform in all popular web browsers and it functions in all browsers.