Your device is programmed to check in to the portal every minute when ignition is on and every hour when ignition is off. If the device misses two ignition off events, it will show as “offline.”

Your device can go offline for a number of reasons, such as:

• The vehicle is parked in an underground parking garage or in a metal building.
• The vehicle is parked in an area with limited or no cellular network coverage.
• The device is uninstalled.
• The vehicle battery is lower than the minimum 11 volts needed for the device to operate.
• The device SIM may have been deactivated (requires Support assistance).

You can contact support via email or phone. We're here to help!

• 877-732-4970
• support@motosafety.com

The device is programmed to store data when it cannot connect to a cellular network or when that network connection is not strong enough to send data. 

NOTE: The most common reason for a device to store data while in an area that should have a strong cell network is network prioritization, where devices including tracking devices are given lower priority on the cell network so phones and tablets have fewer network issues.

Storing and forwarding data is a critical feature allowing the device to store the trip data and forwards this data to our servers when the network connection is strong again.

Your device can be displayed in the wrong location or missing altogether from the map if it is improperly installed or not yet activated.

Take the following steps to identify and resolve the issue:

1. Verify that the device was activated and has been set up. Click 'Setup' at the top of the screen, and then click 'Add New Tracker'. Enter the activation code from your device. (This is a six character alphanumeric code on the label of your device. Or, if you are activating a camera, look for a 10 or 11 digit activation code on the screen or box.) Please note: on an asset tracker, the activation code is located on the card provided with your device.
2. Verify that the device has power by making sure lights are lit.
3. If the device is powered, make sure that at least 60 minutes have passed since installation. The device requires up to 60 minutes following installation to obtain a cellular signal and GPS fix. See below to verify the correct light orientation:

4. If the light orientation is correct, make sure your vehicle is in an open area and not in a parking structure. The tracking signal may be blocked in underground parking garages. The tracking signal may also be temporarily interrupted if your vehicle is in an area near a military facility or airport.
5. If the device is a plug-in device, check to make sure the OBD port is functioning by testing it with an OBD scan tool, or by installing the device in the OBD port of another vehicle. If your device is a wired device, check installation by viewing our Wired Installation Video.

For further assistance, please contact Customer Support at support@motosafety.com or 877-732-4970.

Your device can be displayed in the wrong location or missing altogether from the map if it is improperly installed or not yet activated.

Take the following steps to identify and resolve the issue:

1. Verify that the device was activated and has been set up. Click 'Setup' at the top of the screen, and then click 'Add New Tracker'. Enter the activation code from your device. (This is a six character alphanumeric code on the label of your device. Or, if you are activating a camera, look for a 10 or 11 digit activation code on the screen or box.) Please note: on an asset tracker, the activation code is located on the card provided with your device.
2. Verify that the device has power by making sure lights are lit.
3. If the device is powered, make sure that at least 60 minutes have passed since installation. The device requires up to 60 minutes following installation to obtain a cellular signal and GPS fix. See below to verify the correct light orientation:

4. If the light orientation is correct, make sure your vehicle is in an open area and not in a parking structure. The tracking signal may be blocked in underground parking garages. The tracking signal may also be temporarily interrupted if your vehicle is in an area near a military facility or airport.
5. If the device is a plug-in device, check to make sure the OBD port is functioning by testing it with an OBD scan tool, or by installing the device in the OBD port of another vehicle. If your device is a wired device, check installation by viewing our Wired Installation Video.

For further assistance, please contact Customer Support at support@motosafety.com or 877-732-4970.

Occasionally, you will see gaps in tracking where your device may not update every minute, or there are no trips in the trip report. This can happen if a wired device is installed incorrectly or a plug-in device is not recognizing the correct battery voltage from your OBD port.

Take the following steps to identify and resolve the issue:

• Wired Device
  • The white wire should receive between 11 and 14 volts when the ignition is on and 0 (zero) volts when the ignition is off. If the white wire is not registering these voltages, your device may not recognize trips correctly and/or may not record mileage correctly. Check the installation by viewing our Wired Installation Video.
• OBD / Plug-in
  • Install the device in a different vehicle to determine if there is an issue with the device itself, or a possible compatibility issue with the vehicle. 

If the issue persists, please contact Customer Support at support@motosafety.com or 877-732-4970.

Occasionally, you will see gaps in tracking where your device may not update every minute, or there are no trips in the trip report. This can happen if a wired device is installed incorrectly or a plug-in device is not recognizing the correct battery voltage from your OBD port.

Take the following steps to identify and resolve the issue:

• Wired Device
  • The white wire should receive between 11 and 14 volts when the ignition is on and 0 (zero) volts when the ignition is off. If the white wire is not registering these voltages, your device may not recognize trips correctly and/or may not record mileage correctly. Check the installation by viewing our Wired Installation Video.
• OBD/ Plug-in
  • Install the device in a different vehicle to determine if there is an issue with the device itself, or a possible compatibility issue with the vehicle. 

If the issue persists, please contact Customer Support at support@motosafety.com or 877-732-4970.

Occasionally, you will see gaps in tracking where your device may not update every minute, or there are no trips in the trip report. This can happen if a wired device is installed incorrectly or a plug-in device is not recognizing the correct battery voltage from your OBD port.

Take the following steps to identify and resolve the issue:

• Wired Device
  • The white wire should receive between 11 and 14 volts when the ignition is on and 0 (zero) volts when the ignition is off. If the white wire is not registering these voltages, your device may not recognize trips correctly and/or may not record mileage correctly. Check the installation by viewing our Wired Installation Video.
• OBD/ Plug-in
  • Install the device in a different vehicle to determine if there is an issue with the device itself, or a possible compatibility issue with the vehicle. 

If the issue persists, please contact Customer Support at support@motosafety.com or 877-732-4970.

Occasionally, you will see gaps in tracking where your device may not update every minute, or there are no trips in the trip report. This can happen if a wired device is installed incorrectly or a plug-in device is not recognizing the correct battery voltage from your OBD port.

Take the following steps to identify and resolve the issue:

• Wired Device
  • The white wire should receive between 11 and 14 volts when the ignition is on and 0 (zero) volts when the ignition is off. If the white wire is not registering these voltages, your device may not recognize trips correctly and/or may not record mileage correctly. Check the installation by viewing our Wired Installation Video.
• OBD/ Plug-in
  • Install the device in a different vehicle to determine if there is an issue with the device itself, or a possible compatibility issue with the vehicle. 

If the issue persists, please contact Customer Support at support@motosafety.com or 877-732-4970.

The position time marked for a GPS location may appear incorrect because the time of the position is dictated by the time zone of your browser, and not the time zone where the vehicle is located.