Frequently Asked Questions

Below is a list of frequently asked questions concerning our products and services, please feel free to contact us if there is a question not answered here. 

General Questions

1How Track and Trace can help you?
You might be wondering what advantages GPS tracking systems have for you as a business owner, in addition to the obvious benefits for your dispatching or fleet management staff. What you should know is that implementing a GPS tracking system has a number of benefits that benefit a variety of other departments and divisions. The installation of GPS tracking devices would benefit any company or individual single unit or a fleet of vehicles. Not only can they be used to track vehicles, and monitor fuel usage, but they can also be used to track people. GPS is based on a network of 24 satellites orbiting the Earth in staggered orbits. Four of these satellites are "visible" at all times, from any location on the planet, and are capable of receiving and transmitting signals. This means that tracking devices can be used for vehicle tracking or as a people locator to track employees at any time. Once installed, the unit will communicate with the four satellites and send the following data: latitude, longitude, altitude, and time. The location data is sent to the Track and Trace database, where it is translated and displayed on a "Google" street map in your account. As the receiver moves, the process repeats itself, and the unit constantly updates the information. If a fleet of taxicabs has a vehicle tracking unit, for example, the central dispatcher can keep track of each vehicle's location, stop time, route, and speed. Another critical application for GPS is the tracking of stolen vehicles. Vehicles that have tracking devices installed can be quickly located and recovered, often within minutes of being stolen. GPS technology has numerous advantages and applications. A company, no matter how big or small, can only benefit from the technology that GPS tracking provides. Accounting - The use of reports generated from your Track n’ Trace platform will benefit your accounting department, not to mention the huge benefit of reducing fuel consumption and overtime. Lower mileage and more data on required maintenance benefit the vehicles as well. Customer Service - Using the Track and Trace GPS tracking system will make your customer service representatives' jobs easier and more efficient. Increased accuracy, faster status reporting, detailed billing information, and fewer delivery delays will benefit your customers. These are just a few of the benefits of GPS tracking for your customers and employees. Dispatch - With the Track and Trace GPS tracking system, dispatchers will be able to send drivers to a greater number of jobs without having to hire more drivers or buy more vehicles. Routing becomes simpler and clearer, resulting in improved accuracy, reduced fuel consumption, reduced vehicle wear and tear, and much more. The benefits to your dispatchers are significant and immediate. Sales Department - By making it to more appointments during the course of a work day, clearer routing will promote the idea of increased sales, increasing their volume and your bottom line. You'll gain experience demonstrating how clients benefit, and your sales team's productivity can be tracked using your GPS tracking system. Upper Management - Greater efficiency saves both time and money, resulting in a higher return on investment. These boost your company's image while also increasing your customer base. Contact Track and Trace and speak with one of our knowledgeable sales representatives today to learn more about the Track and Trace system that will meet the goals and requirements of your business. We can assist you in tracking your fleet and saving money
2What information is transmitted by the Track and Trace GPS tracking unit?
Each GPS record consists of the following (Basic Packet which is transmitted by tracking device): Date Time Location Speed Direction of travel
3Where will the Track and Trace unit work?
The Track and Trace GPS tracking device will work in every part of the world.
4Are Track and Trace devices compatible with all vehicles, including heavy trucks?
Yes, Track and Trace is a universal framework that can be installed on any vehicle. Class 1-3 passenger cars and light-duty trucks, Class 4-6 medium-duty and light-heavy-duty trucks, and Class 8 heavy-duty trucks fall into this category.
5Does my Track and Trace system have a warranty?
Yes. If the Track and Trace System installed in your vehicle proves to be defective in material or workmanship within one (1) year of installation, we will replace or repair it.
6Does my Track and Trace system need maintenance?
There is often no need to have contact with the system after it has been installed. However, maintenance might be needed in instances where the system is defective.
7Is there a mobile app for Track and Trace?
Track and Trace streamlines data entry on any internet-connected device through a web browser by going to or downloading an application on the Google Play Store, or the Apple Store.
8How often do you release updates?
Constantly. Small tweaks and bug fixes are released every day, and we blog about our larger updates every week or two. What's the best part? We take care of all your Track and Trace updates, hosting, and other IT issues. All you have to do now is put it to good use, preferably while smiling
9What if somebody tampers with the vehicle device?
The vehicle device has functions to alert you of such situations. If vehicle battery power is disconnected, it will send you a SMS alert.
10Will the vehicle device run down the battery of the vehicle?
No, it will not. The vehicle device consumes very little power and goes into sleep mode when it senses that the vehicle ignition has been switched off.
11How is the vehicle device powered?
The 12-volt or 24-volt battery in the vehicle powers the vehicle device. It also has its own built-in backup battery in case the vehicle battery fails‌. The backup battery lasts for 10 hours, and the vehicle device will notify you if the battery is low.
12If I need technical support, is it easy to reach someone?
Yes. Track and Trace's world-class Support Team is available Monday through Sunday 24/hrs, through a dedicated whatsapp line (+254714381392), and email (
13Do I have to be a “techie” to work with GPS fleet management systems?
No you don't! With some initial training and support in the implementation and set up from our trained technical staff, you will be able to use the Track and Trace system. Besides, you will receive personal service and support from us whenever you need it.

Product Questions

1What kind of computer system do I need to Use Track and Trace fleet management and fuel management systems?
The only requirement for using Track and Trace fleet management and fuel management systems is that you have a computer that can run Microsoft Internet Explorer 7, or a similar browser.
2Where do Track and Trace fleet and fuel management systems work?
The Track and Trace web-based applications, which are used to display and manage data compiled, are fully integrated with Track and Trace fleet and fuel management management solutions. Generated reports based on user-defined parameters and current GPS coordinates can be viewed by designated fleet managers from anywhere in the world via a dedicated website.
3How many region groups or vehicle groups can be established with Track and Trace? Can region groups or vehicle groups be modified?
With Track and Trace integrated products, there are no restrictions on region or group. You can define and modify organizational user groups (with infinite sub-groups) and regions. You can create a new hierarchy of subgroups based on region and group within each group.
4Are there restrictions on the number of assets that can be monitored?
The number of assets that can be monitored by Track and Trace is unlimited. To view specific information, authorized users can apply various group and region filters.
5How is user access established? What are the different levels of security?
Your organization's access rights are established by the system administrator based on your security parameters and requirements. The group membership of a user determines their access rights to Track and Trace parameters.
6What type of mapping does Track and Trace use?
Track and Trace makes use of Google mapping, which includes a traditional map, satellite imagery, and a hybrid map (lays map over satellite image).
7How accurate are the speed and geofence alerts?
While in motion, the device reports its location every 30 seconds, 1, 2, or 5 minutes. The reported speed is the speed at the time the location is taken, so if your driver is speeding at the time the location is taken, you will receive a speed alert. The smaller the location interval, the faster your driver can go without being detected. When a location is taken, geofence alerts determine whether a geofence is entered or exited. The shorter the time interval between locations, the faster you'll be able to tell when a driver has entered or exited a geofence.
8Can I access current and past data?
Yes. You can get reporting for the previous 365 days on demand. However, we keep all of your information forever. Please contact your Track and Trace account manager if you need data beyond the 365-day period
9Can I have multiple employees with varying access privileges to my fleet?
At no additional charge, you can add as many users as you want. Employee access to our fleet website is simple and straightforward to set up.
10Can reports be exported and emailed?
Yes. Reports can be exported to Excel, PDF, and emailed at your preferred scheduled time.

Installation Questions

1I do not want my drivers to be aware of the Track and Trace GPS tracker in the car. Can I install it and track without them knowing?
Yes. A good installation is virtually undetectable by the driver. We ensure that after the installation process, the device remains undetectable.
2How long does it take to install the unit in the vehicle?
Depending on the vehicle, it could take anywhere from 30 to 1 hour. The vehicle device will be installed by our trained personnel. It takes another 10 to 15 minutes to configure the system for live use after the vehicle has been installed.
3Can I conceal the vehicle device from my drivers?
Our units are quite small and are often installed discretely. The vehicle device does not require any assistance from the driver.
4Do I have to bring the vehicle to your premises?
You have the option to avail the vehicle at any of our offices, or request to have our qualified personnel sent at your preferred location for the installation.

GPS/Location Questions

1What happens if I drive in an area that has poor wireless coverage?
Even if you are driving in an area without wireless coverage, the Track and Trace unit continues to collect and store data. When the vehicle returns to the wireless coverage area, the unit transmits the data. The recorded path and stops will be displayed on the online map in all areas, whether they were in or out of wireless coverage.
2How often does the Track and Trace unit transmit location information?
The unit transmits its location in near real time intervals.
3Can I have over one user access my fleet?
Yes, additional user accounts can be created for your account with no additional fees.
4How often can I access the location of my fleet?
As often as you like. Unlike other companies, we allow unlimited access to your fleet's location with no hidden fees.
5Why is the location incorrect sometimes?
Vehicle location may either be incorrectly reported sometimes or off by a few meters because the availability and quality of GPS signals may be affected by buildings, natural obstacles, weather conditions and satellite availability.

Payments and Pricing Questions

1Are there any additional charges to the Track and Trace quote provided to me?
No, Track and Trace representatives include all charges in the quote.
2When is the annual service price charged to me?
Track and Trace invoices are issued upon expiry of the existing subscription period. Contact our 24hr customer service for clarification on when your subscription is due for renewal.
3What forms of payment do you accept?
Track and Trace accepts mobile money, and cheques.

Hardware Questions

1Does the Track and Trace hardware have a visible antenna?
There is no visible antenna in our standard hardware.
2Can I connect sensors or controllers to the Track and Trace hardware?
Yes, we have the ability to add additional sensors if required. We can hardwire the sensors or build the built in WiFi. We would be happy to discuss the sensor types that you need and the best ways of tying into the system and creating the reporting structure needed for the data in question.
3What kind of vehicles does your hardware work with?
The Track and Trace hardware can work with all types of vehicles.
4If the hardware loses connectivity, will I lose the data?
No, the hardware will store the data until a connection is available. Once a connection is available, the hardware will upload all the data stored back to the portal.
5For how long do I have access to my data?
Track and Trace stores the data indefinitely. Your data is always available.

Need to know more ?

Please feel free to contact us with any queries or to organize for a demo !