Frequently Asked Questions
GENERAL
NOW THAT MY Enfotrace SYSTEM HAS BEEN INSTALLED, WHAT DO I DO NEXT?
Your Enfotrace agent or authorized dealer should have helped you choose a Username and a default password. Find that on your paperwork and go to the Enfotrace website and enter your Username and Password and then click the GO button. This will take you to the main menu of the vehicle interaction page. Select your vehicle. On the left are the available functions installed with your device. You should first fill in information concerning your vehicle. Click on "Manage->Descriptions" in the Device Toolbar and enter all the pertinent information on your vehicle. This information is kept confidential. IMPORTANT: Please remember to update your profile should any information contained in our records change.
IF I AM HAVING A PROBLEM HOW DO I GET HELP?
You can contact our technical support by calling 800-815-3639 and press 2, this will connect you to tech support.
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MESSAGE & NOTIFICATION SET UP
HOW DOES THE SYSTEM SEND ME AN EMAIL OR TEXT MESSAGE ALERT?
You will be required to configure an email address or number in the system to receive email or text message alerts. When a message arrives from your device, it will be automatically sent once to address you entered. Please be sure that the email address or phone number you entered is correct; you should click the "Send a test alert" button to verify this.
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CONVENIENCE FEATURES
HOW DO I USE THE SPECIAL COMMANDS LIKE UNLOCKING MY DOORS OR REMOTE STARTING MY CAR?
Click on the command you wish to activate. When you click on your selection, the system will start the transmission process. This could take up to 2 minutes. You will see a moving graphic and a message that the request is being processed. Once completed successfully, your request will be displayed with a map location indicating that your request has been acknowledged.
WHEN I INITIATED A REQUEST I GOT A MESSAGE BACK SAYING THE UNIT WAS UNABLE TO COMPLETE THE REQUEST, WHY?
Enfotrace works with the cellular communications system in much the same way as a wireless phone. Unfortunately, wireless signals are not always of uniform quality in every area. When the signal is weak or the vehicle is out of the area where cellular coverage is available, you may not be able to connect or a call may become disconnected. You may have to wait a few minutes and then resend the command to get a connection.
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VEHICLE TRACKING
HOW DO I LOCATE MY VEHICLE?
Enfotrace lets you track your vehicle in real-time. To find you vehicle and get a precise location click on the "Locate" button. The request will be transmitted over-the-air, a process that may take up to two minutes. Once the command has been successfully completed, a map will automatically be displayed. You will see the vehicle's position with the icon that identifies your vehicle on the map screen. The time-of-message, street address , direction, and speed are also displayed.
HOW ACCURATE IS THE POSITION 0F THE ICON SHOWING MY VEHICLES LOCATION ON THE MAP?
The latitude and longitude returned by your vehicle is accurate to within 30 meters or about 100 feet (95% of the time). It is normal for there to be some "drift" between each location request, but it should not exceed this amount.
CAN I SEE WHERE MY VEHICLE HAS BEEN IN THE LAST DAY OR TWO?
Yes, in fact you can run a history report on your vehicle from a few hours as far back as six months. Any over-the-air communications with the device will be displayed in this message history.
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VEHICLE SECURITY
WHAT HAPPENS IF MY CAR IS STOLEN?
You are required to file a police report in order to authenticate your identity as the vehicle owner, record the incident and to retrieve your vehicle from police authorities. The Enfotrace tracking device will allow you to update and report the vehicle's last known position to authorities as the theft is in progress. With real time location reports being given by phone to police, they will be able to track, stop and recover the vehicle. DO NOT GO TO THE VEHICLE YOURSELF. ALLOW ONLY AUTHORIZED LAW ENFORCEMENT TO RECOVER THE VEHICLE.
IF MY CAR DOESN'T HAVE AN ALARM SYSTEM, WILL I STILL BE ABLE TO KNOW IF MY CAR HAS BEEN TAMPERED WITH?
Yes. Even without the benefit of an alarm system, Enfotrace incorporates the use of Geo-Fence technology to help safeguard your vehicle from being stolen or used without your authorization. The Geo-Fence works like an electronic fence that is set around your car. If your car moves outside this Geo-Fence, you will receive a notification of this event automatically. However, unless you have an alarm system that has been installed and connected to the Enfotrace tracking device, you will not have the benefit of receiving a notification of an intrusion or vandalism to the vehicle.
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ACCOUNT PROFILE
WHERE DO I ENTER MY VEHICLE INFORMATION?
When you click on "Descriptions", in the Device Toolbar, you will find an area to store vehicle information. Fill in all details on the vehicle profile and then click the "Update" button. You will also find an area to update your Login Password *Remember your Login ID and Password should be safeguarded at all times to avoid unauthorized use of the Enfotrace system.
I WOULD LIKE TO MODIFY MY SUBSCRIPTION PACKAGE, HOW DO I DO THIS AND WHAT IS THE COST?
If you have signed up for our Basic Service Plan, you can simply upgrade your service by adding any of the available options online by clicking the "Refill Exchanges" button, or you can call Enfotrace at 800-815-3639 ext-2 and speak to one of our agents.
MY Enfotrace AGREEMENT HAS ALMOST EXPIRED. WHAT DO I NEED TO DO TO RENEW MY SUBSCRIPTION?
All agreements are evergreen, this mean you don't need to do anything it will automatically renew for you without any action required on your part.
I AM CONCERNED ABOUT PRIVACY. HOW IS MY INFORMATION PROTECTED?
Enfotrace takes privacy very seriously. Only after we have verified your identity and location will we provide vehicle location and the user profile information to authorized 911, police, fire, ambulance or roadside assistance providers. Our tracking and control website is built with the latest in Internet security to prevent unauthorized access to your personal information. All data resides on secure servers and is not released for any reason without your expressed written consent, as stipulated in the terms and conditions of your Enfotrace Service Agreement.
WHAT HAPPENS TO MY SUBSCRIPTION IF I SELL MY VEHICLE?
If you sell your Enfotrace equipped vehicle, please email us at support@Enfotrace.com and we will be glad to transfer your subscription, applying the balance to a new vehicle subscription. It is important to notify us so that we don't continue to mail you notices or inadvertently bill you once service has been discontinued.
WHAT IF I NEED TO CHANGE MY PERSONAL OR VEHICLE INFORMATION?
If you have access to the Internet, you can modify your vehicle's information or password online. Our Customer Service representatives will assist you in changing any personal or contact information. By keeping your information with us current, we can guarantee the best possible response to any requests that may arise in connection with your Enfotrace system.
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PRODUCT SUPPORT & INFORMATION
WHAT IF THERE IS A PROBLEM WITH THE DEVICE IN MY CAR?
Enfotrace runs diagnostic tests on your unit every month to ensure it is working properly. If you suspect there is a problem or are unable to get any response from the Enfotrace device, it is important to go back to your installing dealer as soon as possible.
Our technical support department can diagnose your unit and test it while still in your car. However, should there be a problem that needs to be addressed by an installation professional, please contact the your authorized Enfotrace dealer.
WHAT IS THE WARRANTY ON THE Enfotrace SYSTEM?
All Enfotrace devices come with a one (1) year limited warranty.
WILL THE Enfotrace UNIT WORK IF THE CAR BATTERY IS DEAD?
Yes, but only if you purchase and install the optional back-up battery with your device.
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