FAQ

HOW TO INSTALL A SYNCWISE TRACKER DEVICE 

Check out our Installation Guide for step-by-step instructions

HOW OFTEN DO DEVICES REPORT

When an asset is turned on/active, devices report GPS data every 60 sec.

WHY ISN’T MY DEVICE REPORTING

• Make sure you are in an area with available cell service.
• Check to make sure the device is connected correctly to the power cable and asset’s battery/power source.
• Check to confirm your device’s subscription and/or your account’s payment method has not expired.

Need more assistance? Contact [email protected]

WHY DOES MY ASSET SHOW “NO DATA” STATUS

‘No data’ status may appear when an asset is first added to an account because there is no location data to display.

In order to see where the asset is and view ASSET DETAILS, the SyncWise GPS Tracker needs to be activated (which may take up to 72 hours during M-F working hours). Once the asset has been activated and powers on, it will then be able to establish location and begin reporting.

HOW TO SET UP/EDIT SPEED AND IDLE ALERTS

When adding an asset, you automatically are directed to set up speed and idle thresholds and alerts. If you wish to skip this step, or want to edit them, follow the steps outlined below.

1. Open Pinpoint app

2. Select the asset you would like to update/edit alerts

3. Select DETAILS

4. At the bottom of the DETAILS list- the default (or the most recent) settings for Speed and Idle alerts will appear

5. To edit, tap the pencil icon located next to either of these alerts

6. Switch these alerts to ON/OFF, and set the thresholds

7. SAVE

HOW TO CREATE GEOFENCE ALERTS

1. Open Pinpoint app

2. Select any asset

3. Select GEOFENCE

4.Create New Geofence

5. Choose from creating a -CIRCLE, SQUARE, or CUSTOM GEOFENCE

6. Drag the dots to adjust/edit boundary lines (you also have the ability to adjust the map view by pinching in/out with fingers)

7. Tap NEXT when the geofence is complete

8. Name geofence, and select if you would like to receive/view alerts when devices exit or enter geofence area.

9. SAVE

Note: Geofence alerts apply to ALL ASSETS registered within your account by default. Please contact [email protected] if you would like to bypass this setting.

HOW TO EDIT GEOFENCE ALERTS

1. Open Pinpoint app

2. Select an asset

3.Select GEOFENCE

4. Select the geofence you would like to edit

5. To EDIT- tap the pencil icon to adjust it’s boundaries/location points

6. SAVE when updated

HOW TO TURN ON/OFF GEOFENCE ALERTS

1. Open Pinpoint app

2. Select an asset

3. Select GEOFENCE

4. Select the geofence you would like to edit

5. Tap the TURN ON/TURN OFF block that appears

6. The geofence will automatically update for this asset

Note: Geofence alert settings for entering/exiting apply to ALL ASSETS registered within your account by default. Please contact [email protected] if you would like to bypass this setting.

WHEN DO ALERTS APPEAR

Alerts are triggered when alerts are activated within the ASSET’S ALERT SETTINGS, and the asset passes the thresholds/geofence boundaries for the specific alert.

Note- alerts  only appear when the Pinpoint app is open. Our engineers are currently working on automatic push-pin notifications- stay tuned for more details.

WHEN DO ALERTS DISAPPEAR

Alerts disappear from the Alert Dashboard when the asset returns below/within the current alert setting thresholds/geofence boundaries.

HOW DOES AUTO-RENEW WORK

By selecting Auto-Renew, your device’s annual subscription plan will automatically renew.  Your card on file will automatically be charged the annual subscription fee ($72.00) exactly one year from the day the device was originally activated. You will receive an email receipt confirming this transaction.

By opting out of Auto-Renew, your device’s subscription will expire and it will become in-active and will no longer report. You will receive an alert when your device’s  subscription has expired, and will have 30 days to re-new the device’s subscription plan before the device becomes dormant and requires additional attention from our Support Team to activate*

*see our Terms and Conditions for more information

HOW TO UPDATE PAYMENT INFORMATION

1. Open the Pinpoint app

2. Tap the MENU button

3. Select MY BILLING

4. Tap PAYMENT INFORMATION

5. Update payment information and SAVE

HOW TO VIEW PAYMENT HISTORY

1. Open the Pinpoint app

2. Tap the MENU button

3. Select MY BILLING

4. Tap PAYMENT HISTORY

5. All payment history will appear for all registered devices

HOW TO TRANSFER A DEVICE TO A DIFFERENT ASSET

1. Open the Pinpoint app

2. Tap the asset you would like to edit, and select any of the asset options

3. Touch the MENU button

4. Select EDIT ASSET

5. Update the asset name & description to the new asset name/description you are transferring the device to.   Do not edit the DEVICE SERIAL NUMBER.

Note: Your device will continue to report with the original subscription plan. You will not be charged any additional fees when transferring device(s) by this method.

HOW TO DEACTIVATE A DEVICE

1. Open the Pinpoint app

2. Tap the asset you would like to deactivate, and select of the asset options

3. Touch the MENU button

4. Tap EDIT ASSET

5. DELETE

Note: Once an asset is deleted, the device will become deactivated and will no longer report. If you would like to re-activate this device in the future, you will be required to pay the annual subscription fee when registering the device*.

Please see HOW TO MOVE/RE-ASSIGN A DEVICE TO A DIFFERENT ASSET, if you would like the device to continue to report.

*see our Terms and Conditions for complete information on re-activating dormant devices