Troubleshoot Tracking and Account Problems

Work through missing updates, report questions, and access problems.

Last updated: 22 September 2026.

The Vehicle Is Missing from the Map

Confirm that you selected the correct account and that the vehicle is in its listing.
Open Devices and check that a tracker is attached.
Check whether the tracker has ever reported a location. Vehicles without reported positions cannot be plotted.
If it previously worked, check its last update time and follow the offline checks below.

The Tracker Is Offline or Its Position Is Old

Check device power and SIM connectivity with the installer or provider.
Confirm the SIM is active, has data available, and has coverage in the vehicle's location.
Compare the tracker identifier with the identifier saved in Fleetr.
Recheck the APN, server address, and port against the device's Setup page.
If the device is online but has no GPS fix, test in an open location and review antenna placement.

Do not assume a parked marker is a fresh location. Offline storage and later upload depend on the tracker model and configuration; history is not guaranteed to be recovered after every outage.

A Report Is Empty or Differs from the Dashboard

Check the account, selected vehicle, date range, and account timezone. Reports can require completed journeys or completed idle periods, while a live dashboard may show current activity. Maintenance reports use different dates for completed and outstanding work. Fuel reports exclude unusable readings. Compare equivalent periods and metrics before treating a difference as an error.

A Feature or Button Is Missing

Check your role and the account's subscription status. A viewing role may allow you to inspect a vehicle while hiding its edit controls. Drivers, maintenance, geofencing, and integrations can also depend on feature eligibility. Ask an account administrator to check access; installing a tracker does not grant additional permissions.

A Command Did Not Work

Review the command status and the device's most recent communication. Confirm that the model supports the command and, for immobilisation, that compatible relay wiring is installed. Do not interpret a queued command as confirmation that the engine state changed. Contact the installer or support if the result remains unclear.

Information to Send Support

Include the account name, vehicle registration, affected page or report, date and time with timezone, the exact error, and what you expected to happen. For a payment problem, include the invoice and transaction references. For a device problem, include its model and last update time. Never send passwords, verification codes, API tokens, or active public tracking links in a support screenshot.