Help and support
Something not working, or a question about how it should work? Write to us. There is no ticket number to quote and no account needed to ask.
Write to us
[email protected] — we answer within one working day, and usually sooner.
It gets sorted out much faster if you include:
- Who you are: the company name on the account, and the email or username you sign in with. Never send us your password — we will never ask for it.
- What happened: what you did, what you expected, and what it did instead.
- Where: the website or the app, and on a phone, the model and system version.
- Which vehicle: its name or plate, and roughly when, if it is about one vehicle.
- A screenshot: if there is anything on the screen to see.
Questions we are asked most
- I cannot sign in to the app
- Use the same email or username and password as the website. If the password does not work, tap "Forgot password" on the sign-in screen. If your account was only just created, you may be asked to choose your own password the first time you sign in.
- Where do I get a login?
- From whoever runs your company’s account — accounts are opened for a company, and logins are created inside them. The app has no sign-up of its own. If your company is not on GPSAero yet, ask us for a demo.
- A vehicle is not moving on the map
- The vehicle is shown grey or white when its tracker has not reported for a while. That is usually the tracker: no mobile signal, no power, or parked underground. If it stays like that for more than a few hours, write to us with the vehicle name and we will look at what the gateway received.
- The map is blank
- Check the phone has a working internet connection, then close the app fully and open it again. If it is still blank, tell us the phone model and system version.
- I am not getting notifications
- Open the app, go to Profile and check notifications are allowed there, then check GPSAero is allowed to send notifications in the phone’s own settings. Alerts also have to be switched on for the vehicle in question.
- How long is history kept?
- Three months for each vehicle by default. Some packages keep longer — ask us or your reseller what yours includes.
- How do I delete my account?
- It is explained on the account deletion page, linked below. You do not need the app for it.