FAQ
General Questions
How do I get a copy of the User guide?
Your user guide is emailed with your contract upon activation of your system. You can also find all user guides at /user-guides.html
How do I get an installation certificate for my insurance company?
If you have an insurance approved Meta Trak system installed, most insurance companies are satisfied with a copy of the email contract that you will have received upon activation of your system. If your insurer specifically requires a Thatcham certificate please request one via our customer help form below
How do I get my login codes so I can login on my smartphone and/or PC?
Your login credentials will have been sent to you in your welcome email and by SMS. If you have lost them, please request them via our customer help form below
Which smartphones does Meta Trak work on?
You'll need an iOS, Windows or Android smartphone to run the Meta Trak app. You can download the app using the links in the welcome email.
Why can’t I see any data when I log into the app?
It may take up to 48hrs for you trips to initialise your app . If you’ve driven your vehicle a few times and you’re still not seeing anything, please request a call back via our customer help form below
Why won’t the Meta Trak app show my current location?
On occasions, the server may not receive the end of your trip; this is generally due to a data connection not being available at the moment you switch off your ignition. This does not mean your vehicle cannot be tracked, simply that our server could not assemble the completed trip.
To check the current position of the vehicle, send the command ‘Get Position’.
If the position will not still not update please request a call back via our customer help form below
How secure is my driving data?
All driving data is your data and we do not pass onto any other parties, Meta Trak meets the highest level of data security.
How is my score made up?
Medium (Green), Medium-Hard (Amber) and Hard (Red) levels of acceleration, cornering or braking generate events that impact the trip score. Additionally, the frequency of the events will impact the trip score. i.e. ‘X’ events per ‘X’ KMs. Then for the overall score the time of day and road type are taken into consideration (the overall is not just the average of all the trips).
What happens if I get a new car?
You can contact an approved installer and who can quote you to de-install and re-install the unit in your new vehicle. You will be able to carry your subscription over. Please send us an email with the new vehicle details and we will contact you to verify your details before we update anything.
What happens if I sell the vehicle with the system in it?
Please tell us when your vehicle is sold so we can deactivate your account. If you leave the Meta Trak unit in your vehicle the new owner can contact us to take out a new subscription which will not contain any of your driving history.
What are the ID tags for?
Please refer to your user guide as they may work differently with each system.
Can more than one person have access to my app?
You are the only person who will receive the login details on activation. If you wish to share them with another person then they can install the app on their smartphone and they will be able to view all information along with receiving event notifications as you do.
My app shows the wrong location, why?
Your Meta Trak device continuously sends trip information to our server and therefore, can display it in real-time on the app or web.
The trip information includes a significant amount of data like the position speed, heading, status of the device and driving behaviour info; this data is considered low priority and is uploaded only via an internet connection.
However, there will be occasions where an internet connection is lost during the trip and this may result in the position being displayed in the app and web being the last known position rather than the current position.
You may yourself have experienced the situation where you appear to have internet connection on your mobile phone but still can’t get on to the internet, it’s the same for the Meta Trak device. This can be due to maintenance on the mobile phone cell tower you are currently connected to, it can be due to congestion on the cell or it can be lack of sufficient signal strength (an internet connection requires a minimum signal strength to be established, whereas a voice call does not, so being able to make a call does not guarantee you can connect to the internet). Also consider, it’s the same for every type of hardware that requires an cellular internet connection i.e. it’s not a Meta Trak issue, it’s the nature of cellular networks.
In the case where the Meta Trak device cannot establish an internet connection and is not able to upload the final part of the trip, the device will re-try uploading the data a few times over a few minutes after the ignition is switched off. If unsuccessful no further attempts will be made until the ignition is switched ON next; this is to avoid excessive power consumption from the vehicle battery.
What can you do to obtain a current position in this case? Simply click ‘Position Request’ in the ‘Command’ area. Once the ‘Position report’ is available then simply click on it to display the position on the map. HOWEVER, it’s important to know that in the event of an ALERT being generated it is treated as high priority, and if the device is unable to communicate using the internet it will use SMS to communicate with our server. SMS can only transmit a small amount at a time and therefore, only key information relating to location is transmitted using this method;
General Questions
How do I get a copy of the User guide?
Your user guide is emailed with your contract upon activation of your system. You can also find all user guides at /user-guides.html
How do I get an installation certificate for my insurance company?
If you have an insurance approved Meta Trak system installed, most insurance companies are satisfied with a copy of the email contract that you will have received upon activation of your system. If your insurer specifically requires a Thatcham certificate please request one via our customer help form below
How do I get my login codes so I can login on my smartphone and/or PC?
Your login credentials will have been sent to you in your welcome email and by SMS. If you have lost them, please request them via our customer help form below
Which smartphones does Meta Trak work on?
You'll need an iOS, Windows or Android smartphone to run the Meta Trak app. You can download the app using the links in the welcome email.
Why can’t I see any data when I log into the app?
It may take up to 48hrs for you trips to initialise your app . If you’ve driven your vehicle a few times and you’re still not seeing anything, please request a call back via our customer help form below
Why won’t the Meta Trak app show my current location?
On occasions, the server may not receive the end of your trip; this is generally due to a data connection not being available at the moment you switch off your ignition. This does not mean your vehicle cannot be tracked, simply that our server could not assemble the completed trip.
To check the current position of the vehicle, send the command ‘Get Position’.
If the position will not still not update please request a call back via our customer help form below
How secure is my driving data?
All driving data is your data and we do not pass onto any other parties, Meta Trak meets the highest level of data security.
How is my score made up?
Medium (Green), Medium-Hard (Amber) and Hard (Red) levels of acceleration, cornering or braking generate events that impact the trip score. Additionally, the frequency of the events will impact the trip score. i.e. ‘X’ events per ‘X’ KMs. Then for the overall score the time of day and road type are taken into consideration (the overall is not just the average of all the trips).
What happens if I get a new car?
You can contact an approved installer and who can quote you to de-install and re-install the unit in your new vehicle. You will be able to carry your subscription over. Please send us an email with the new vehicle details and we will contact you to verify your details before we update anything.
What happens if I sell the vehicle with the system in it?
Please tell us when your vehicle is sold so we can deactivate your account. If you leave the Meta Trak unit in your vehicle the new owner can contact us to take out a new subscription which will not contain any of your driving history.
What are the ID tags for?
Please refer to your user guide as they may work differently with each system.
Can more than one person have access to my app?
You are the only person who will receive the login details on activation. If you wish to share them with another person then they can install the app on their smartphone and they will be able to view all information along with receiving event notifications as you do.
My app shows the wrong location, why?
Your Meta Trak device continuously sends trip information to our server and therefore, can display it in real-time on the app or web.
The trip information includes a significant amount of data like the position speed, heading, status of the device and driving behaviour info; this data is considered low priority and is uploaded only via an internet connection.
However, there will be occasions where an internet connection is lost during the trip and this may result in the position being displayed in the app and web being the last known position rather than the current position.
You may yourself have experienced the situation where you appear to have internet connection on your mobile phone but still can’t get on to the internet, it’s the same for the Meta Trak device. This can be due to maintenance on the mobile phone cell tower you are currently connected to, it can be due to congestion on the cell or it can be lack of sufficient signal strength (an internet connection requires a minimum signal strength to be established, whereas a voice call does not, so being able to make a call does not guarantee you can connect to the internet). Also consider, it’s the same for every type of hardware that requires an cellular internet connection i.e. it’s not a Meta Trak issue, it’s the nature of cellular networks.
In the case where the Meta Trak device cannot establish an internet connection and is not able to upload the final part of the trip, the device will re-try uploading the data a few times over a few minutes after the ignition is switched off. If unsuccessful no further attempts will be made until the ignition is switched ON next; this is to avoid excessive power consumption from the vehicle battery.
What can you do to obtain a current position in this case? Simply click ‘Position Request’ in the ‘Command’ area. Once the ‘Position report’ is available then simply click on it to display the position on the map. HOWEVER, it’s important to know that in the event of an ALERT being generated it is treated as high priority, and if the device is unable to communicate using the internet it will use SMS to communicate with our server. SMS can only transmit a small amount at a time and therefore, only key information relating to location is transmitted using this method;
To request a call back from one of the team please complete the form below
