Need help with the This Tracker app or your fleet tracking account? We're here to help.
Typical response time: within 1 business day (Monday–Friday, 09:00–17:00 CAT). Urgent account or billing issues are prioritized.
Open the app → More → About → Contact Support
You can often resolve common questions faster by checking the FAQs below. If you do email us, please include:
Sign in, open Devices in the side menu, tap the + button, and enter the device's unique identifier (usually the IMEI or serial number). Your device then needs to be configured to send data to our gateway — instructions vary by tracker model, so email us if you need protocol details.
The device must have power, a SIM with active data, and be configured to send positions to our server. Check the device's status in the app: unknown means we haven't received any position recently. Common causes are a flat battery, an expired SIM, or incorrect server settings on the device.
On Android, manage the subscription from Google Play → Subscriptions. On the web, from the Subscription screen in the app. Changes take effect at the end of the current billing period. Subscriptions are not currently offered on iOS.
On the login screen, tap Forgot password? and enter your registered email. You'll receive a reset link within a few minutes — check your spam folder if it doesn't arrive.
Yes. Any report (Route, Trips, Stops, Summary, Events, Combined) can be exported as an Excel file from the Reports screen. Admins can also request a full data export by emailing support.
Email support@thistracker.com from your registered address with the subject "Delete account." We will confirm and remove your account and associated personal data within 30 days, as described in our Privacy Policy.
Yes. Data is transmitted over encrypted connections (HTTPS/WSS) and stored in an access-controlled database. See our Privacy Policy for full details on what we collect, how we use it, and your rights.
If you believe you've found a security vulnerability, please email support@thistracker.com with the subject "Security report." Please do not post the details publicly until we've had a chance to investigate and respond.