To speak to our Emergency desk to report a theft or get updates on an active theft, call 0344 561 9990
Scroll down to view our troubleshooting guide, or if you would like help from one of our friendly and knowledgeable Customer support representatives, they are available Monday-Friday from 09:00 – 17:00 to help you with anything related to your account, app or Trackstar system. Click “send us a message” below to submit and online enquiry.
If you would prefer to speak to the customer support team on the phone instead, call us on 01234 759 137.
Check out our help and troubleshooting guide below, or if you need more help, click the chat widget at the bottom of the screen.
If the vehicle is going in to a garage, is being worked on, or is travelling through the channel tunnel you should activate service mode on your app to prevent unnecessary alarms. When your vehicle is turned on, or within 5 minutes of turning it off head to the “service mode” section of the app. Here you can choose the duration in which Trackstar alerts will be suppressed. You will not receive any alarms during this time.
You can update your account details, as well as your emergency contacts and vehicle registration number through the accounts section of the MyTrackstar app
The MyTrackstar app relies on a cellular internet signal from your Trackstar system in order to update the locations in your app. This is performed at the start and the end of each journey. If your journey starts or ends in a poor signal area you may notice that your last location or journey hasn’t updated correctly.
The system uses a different technology to update location data with our emergency centres however so rest assured that in a theft situation, the cellular internet signal of the area in which your vehicle is located will not affect our ability to locate your vehicle
Mispellings of email addresses or phone numbers when registering the Trackstar system can result in errors when trying to register on the app.
If you’re struggling to register on the MyTrackstar app, you can send us a message by clicking here. One of our team will investigate and contact you to offer assistance.
If you have more than one vehicle fitted with a Trackstar system you can view them all through the MyTrackstar app. All of your vehicles should be automatically added to the app. If this is not the case, you may have more than one subscriber account. To combine all vehicles in to one account click here to send our customer support team a message and they will contact you to assist.
If you need more help, click the chat widget at the bottom of the screen to speak to TARA. If Tara cannot help we will transfer you to a member of the team or raise a ticket for them to assist.
Unfortunately due to changes to mobile communications systems in the United Kingdom, some older units are no longer able to communicate effectively with our emergency teams. As a result we have taken the difficult decision to discontinue support for those units.
If your Trackstar system is affected, you will have received an email explaining our decision and a discount code to replace your system with the newest generation of Trackstar products.