BIKE Customer Support

You will be able to receive the alarm call from one of these four numbers. Save them all in your contacts now: +18304444666 +3907211760423 +3197010240666 +447418372710.

IMPORTANT: We recommend that you set them as starred, so that the phone will ring even if it is in “do not disturb” mode.

Follow the simple steps described on these pages:

How to install BIKE T7 / T8 for bottle cage of bicycles and e-bikes
How to install BIKE T9 inside the steerer tube of your mountain bike and e-MTB

There is no need to disassemble the device because the Trackting BIKE is equipped with a connector, protected by a rubber grommet, which you can access for recharging via the USB cable supplied in the box. The LED will flash red during charging and turn steady green when charging is complete

Caution: with some power banks the device may not charge, this is because the charging current is very low and some power banks may not detect the voltage and may not start charging. In these cases it will be necessary to use a wall outlet or another power bank.

The confirmation email is automatically sent to your address once you have registered. Simply click on the link and enter your chosen password to validate your account.
If you do not receive the email, please check

that you have typed your email address correctly
that the email has not ended up in spam or junk mail

On the App, the location is only visible when you have activated protection (closed lock).
Tracking, on the other hand, is only provided in the event of theft, i.e. when the device is in alarm mode, sending a new position on the map every 30 seconds.

Updating your Trackting BIKE device is very simple:

1. First of all, you need to keep your smartphone close to the tracker for the duration of the update.

2. Open the app to the screen with the Vehicle List, and click the settings icon for your Bike device.

3. Scroll down to ‘Installed Firmware’: if an update is available, you will see ‘Firmware Update’ further down. Click START and follow the instructions that will appear on the screen.

4. You must never close the Trackting App or open any other App during the entire update process.

5. The App will show you the progress and outcome of the update.

If you have purchased from our online store, you will receive an order confirmation e-mail and then a link from the courier with the tracking number of the shipment. If you have not received the e-mail, please check your spam or junk mail, or contact us at store@trackting.com

In “Alarm Activation” mode, the position on the map of the app is sampled via the GPS module of the smartphone.
So especially in indoor conditions or in the case of urban canyons, the position on the map may be subject to approximation by several metres. No problem, in case of theft and therefore in alarm mode, the device will phone you and connect via the device’s integrated GPS antenna with the satellites, sending the updated position on the map, with a margin of error of 5 metres outdoors.

In the event that you do not receive push notifications (e.g. when you park your car) it is normally sufficient to uninstall and reinstall the Trackting App.
If uninstalling and reinstalling the App still does not solve the problem, you need to proceed with the more advanced method, which includes cleaning the memory.

Follow these steps :

1. Open the Trackting App

2. Log out (in the Account section, last item at the bottom)

3. Open the Settings menu on your phone. In the Applications section, select the Trackting app

4. Click on ‘Storage Memory’ and then click on ‘Empty Cache’.

5. Now click on “Clear Data”

6. Uninstall the app from your smartphone

7. Switch the phone off and on again (Reboot)

8. Reinstall the App and log in Now you can try the test notification: in the vehicle section click on the gear icon. On the page that opens you will find the item “TEST NOTIFICATION PUSH”, click on Send Notification. Within a few seconds you should receive the notification on your smartphone. You should now receive notifications correctly.

SPECIAL CASES

1. In some phones, including Huawei and Asus, manufacturers have included an operating system setting that blocks notifications for advanced power saving. To solve this problem, simply go to the Settings/Battery menu and exclude the Trackting application from this optimisation. These issues are known and there are solutions online, just google “Huawei P20 lite notifications problem” for example.

2. Some third-party software on Android, e.g. antivirus and notification management software, may cause problems with notifications. We recommend removing this type of software to solve the problem.

If the alarm goes off while you are on the bike, make sure the anti-theft function has been deactivated. Check that Bluetooth is active on your smartphone, connect from the app with the device (only if you are nearby) and deactivate the alarm function (lock open).

A false alarm is not possible, in the sense that the device only reacts to a movement/vibration. So if, when the vehicle is parked, BIKE alerts you that there has been a movement, it means that it has actually sensed it.
So if the sensor registers a movement, it could be due to vibrations induced by a passing vehicle, a pedestrian or wind. If there are frequent alarms when the bike is parked, you can change the sensitivity of the motion sensor directly in the app from the section accessible by clicking on the wheel to the right of the vehicle.

The battery lasts more than 6 months if no theft attempt takes place. Each theft attempt, in fact, consumes a percentage of the battery, as the device has to connect to the network, activate the GPS and track the thief.
Conversely, while the owner is using the vehicle, Trackting BIKE does not do any tracking, precisely to ensure maximum battery life. The battery status can be viewed on the App and when it runs low, you will receive a notification. To recharge the internal battery, simply connect the device to a USB charger via the cable with connector supplied in the package.

The Trackting BIKE’s battery lasts over 6 months in the absence of theft attempts (alarm events). Each alarm event consumes a percentage of the battery, as the device has to connect to the network, activate the GPS and track the thief.
When the owner is using the vehicle, Trackting BIKE does not track in order to preserve the battery. The battery status can be monitored via the app, which sends a notification when recharging is necessary. Charging is done by connecting the device to a USB charger with the included cable.

Here are possible solutions:

1) Check that the LED on the device lights up, with a flashing red light during charging and a steady green light when charging is complete. If the LED does not light up, verify that the magnetic connector (present on T7 and early T9 models) on the USB charging cable is perfectly aligned with the corresponding connector on the device.

2) Ensure that there is no dust or dirt on the cable connector, especially on the tracker’s charging connector. Make sure to remove the dirt carefully: you can use a slightly abrasive surface, a cotton swab with alcohol, or crumpled scotch tape at the end, keeping the adhesive side facing outward, to remove any iron filings that may have been attracted to the magnetic surface of the connector.

3) If you still encounter the problem even after following these steps, try using a different charger or power bank than the one you have used. Some power banks may not be able to recharge the BIKE battery because the charging current is very low, and some power banks may not detect the voltage and fail to initiate charging.