Frequently Asked Questions

Check out our most frequently asked questions below
SureTrax FAQ
SureTrax FAQ
Do I need cell (mobile network) coverage to use SureTrax?

Yes. The tracker connects through the cellular (mobile) network to send data back to your app. This is provided as part of your monthly subscription fee. If you are in an area with patchy or poor cell coverage, you may unfortunately experience delays to position updates.  Once network coverage has been re establushed by moving to an area with coverage, all stored data will be uploaded and appear online. 

How does SureTrax by Instacom report accurate positions?

Our hardware contains a GPS module that receives input from GPS Satelites.  It then connects to local cellular networks to transmit the information where it can be reviewed on your computer or smartphone.

Is the SureTrax waterproof?
Our hardware is made to the IP65 standard.  This means it is totally protected against dust, and against low pressure jets of water from all directions. So what does this really mean?  It means dust cant get inside of it, and it can withstand splashes of water if it was not installed in a waterproof area.  We do however recomend that you take all steps possible to ensure it's installed in an area protected from water.
How long do you keep the data and what do you do with it?
Data is stored for 6 months. Anything older than 6 months is automatically purged on a daily basis.  Your data is kept strictly confidential and is not shared with or sold to any 3rd parties except where required by law.  In the event data is requested by law enforcement agencies, we will only provide it with your express written permission, or if a warrant has been provided and we are compelled by the courts for it.
Can I use SureTrax when crossing the border into USA or Canada ?
Absolutely!  The device will connect to the cellular network anywhere within Canada and the USA, and your information will continue to update in real time regardless of where you are in Canada or the USA, provided there is cellular coverage available.  There are occasional zones where cellular coverage is not available, in which case your SureTrax hardware will store the data collected until a connection is found. Once connected again, the stored data will be transmitted for viewing.  
If only 3 wires are needed, what are the extra wires for?
We have some exciting updates coming out soon, andd those wires will provide additional functionality.  Stay tuned for more information, and in the mean time keep those wires tucked away!
Can I charge my battery while SureTrax is connected to it?
Yes!  Your battery can be placed on a battery charger / trickle charger while SureTrax is connected without issue.
Is there a limit to how many vehicles I can use your services on?
SureTrax can be installed on all of your vehicles, and added to your monthly subscription.  The data sent from each vehicle will be displayed in our portal. Discounts can be made available for bulk installations.
Can more than one person view the information in the phone app?

Absolutely! You can log in to your account on multiple devices, including your web browser at track.suretraxgps.com. 

What happens if I get a new hardware, do I need to buy a new subscription too?

No. Your new hardware can be connected to your existing subscription. All of our hareware comes with a one-year warranty and can therefore be replaced in the event of any technical issues. 

Account Renewal & Cancellation

Your subscription automatically renews based on the subscription period you selected at sign up (Monthly, quarterly, or Annually). When the end of the period has beeen reached, you will be automatically charged your subscription rate unless you cancel your subscription beforehand.  

You can view, manage, modify, or cancel your subscription plan anytime in your account settings. Once you cancel the subscription, automatic renewal will be turned off and you can continue to use the tracker until the end of the prepaid subscription period.

Refund Policy

Prepaid subscription plans are non-refundable, except within the first 30 days after the date of purchase or renewal. In the case of cancellation within 30 days of activation, your subscription will still be valid until the end of the period for which it was activated.

Please see our Returns and Refunds page for more information.

How Accurate is SureTrax

SureTrax uses GPS signals to accurately locate your vehicle. GPS positions can be as accurate as 2.5 meters (8 feet) when it has a clear and unobstructed view of the sky.  The more GPS satelites are able to connect to the hardware, the more accurate the GPS location will be. 

You may see small inaccuracies (a few feet) but rately anything more than 20 feet.  In most cases, we find accuracy is within 10 feet. 

Is Suretrax battery powered or hardwired?

SureTrax is hardwired into your vehicle with three wires.  Power (7V - 60V), Ground, and Ignition.  These three wires are required to provide power the hardware, and to track when the ignition has been turned on or off.  In the event your battery dies, a backup battery is located inside the SureTrax hardware which will continue to power the device for up to an hour.  You can set up notifications within the portal to inform you of a dying, or dead battery.

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