Support

  • Management & subscription
  • Settings
  • Register & adjust trips
  • App for smartphone
  • Reports & downloads
  • Troubleshooting
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  • 1. How can I take a paid subscription after the free trial?
     

    You can do that in your online account at Settings › Subscription › Change subscription. There you have the option to enter the correct data for the invoice, as well as your IBAN for the monthly direct debit.

  • 2. How do I start a new administration if I have a new car?
     

    Are you going to change cars and do you want to start a new administration for the new car? You can manage this via the Settings, go to Administration. You choose the left icon under 'Options' under 'Options' to edit your administration. Enter the administration end date and confirm by choosing 'OK'. With that you have closed the old administration and you can start a new one by clicking on the button 'New administration'. Enter all the details of the new car here. An end date is not mandatory in an administration, this is best entered when you are going to close it. Between both license plates (end date old and start date new) must not be more than 1 month overlap.

    After synchronization, the new license plate is also visible in the App. If there is (over a month) overlap between the administrations, you can choose which administration you want to add a ride to within the app within that period.

  • 3. How do I start a new administration in the new year?
     

    In your online account go to Manage › Administrations. At the old license plate number under 'Options' you choose the left icon to edit your old administration. Enter the administration end date (31 December 20xx) and confirm by choosing 'OK'. You have closed the old administration and you can start a new one by clicking on the "New administration" button. Fill in all the details and name the license plate for example "XXZZZY – 2019", where XXZZZY is your license plate number. In any case, make sure that the administration does not have the same name (license plate) as the old one!

    After synchronization, the new administration is also visible in the App. If there is (over a month) overlap between the administrations, you can choose which administration you want to add a ride to within the app within that period.

  • 4. I get the message 'no valid administration'
     

    You may have entered an end date with the current administration that is before today's date. This may be the reason that no 'valid administration' is found.

    Do you want to continue with this administration?

    In that case remove the entered end date of that specific administration. Via the left icon (tool) under 'Options' you can edit your administration and adjust the start and end date. It is best to leave the end date open. You only enter this when you change cars and close the administration accordingly. Just confirm your adjustment by choosing 'OK'.

    Do you want to start a new administration?

    Create a new administration under Settings-->Administration(s). If you had an old administration (for example from a previous lease car), make sure there is no more than one month overlap between both administrations. It is best to leave the end date of the new administration open. You only enter this when you change cars and close the administration accordingly.

  • 5. I don't remember my password
     

    Track Assistant cannot see what your password is. But if you log in via the website, you can click on the 'Forgot your password' option and enter your email address. You will immediately receive an email to create a new password.

    If you did not receive mail, check your spam folder.

  • 6. How can I change my email address?
     

    Unfortunately it is not yet possible to change your email address yourself in your online account. This is because your email address is also your login name.

    But send an email to support@trackassistant.com stating your old and new email address, and we will adjust it for you.

  • 7. How can I cancel my trial subscription?
     

    A 1-month trial subscription (free) expires automatically, you don't have to do anything for that.

    You will automatically receive an activation email from us before the end of the trial month, in case you want to convert the trial subscription to a paid subscription. However, without your own activation, nothing is set in motion.

    Your trips are saved for another year, after which they are automatically deleted. If you also want to delete your account details immediately, you can do this in Settings › Subscription.

  • 8. How can I cancel my paid subscription?
     

    You can cancel your subscription in your online account under Settings › Subscription. You can then change your subscription there and choose 'Cancel subscription'. The cancellation period is one month and your account will be available for another year to view or download your journeys. Adding or changing journeys is no longer possible.

    If you want your data to be deleted, click on 'Delete account' after canceling. The data is then permanently deleted and cannot be retrieved.

  • 1. How do I change my home address?
     

    Click on Settings in the menu and then on Home. Overwrite the address with the new address and click 'Save'. The new address is now saved and will be displayed on the map next to it.

  • 2. How do I add a favorite destination?
     

    You can add a favorite by clicking on Settings in the menu. Then go to Favorites and enter a description. You can then enter the address in the favorite field and optionally check if this is a private destination. Optionally, you can still choose to give this favorite a different number icon, so that the order is adjusted accordingly.

    Once you have synchronized with your smartphone app, your new favorites are also visible in your Track Assistant app.

  • 3. Can I set more than 7 favorites?
     

    Unfortunately that is not possible. At the moment the application is set up in such a way that you can set up to 7 favorites.

  • 4. How can I set labels?
     

    Labels can be created in your administration within your online account at www.trackassistant.com

    Go to Settings and click on Labels in the submenu. Then you will see the screen where you can create labels. After you synchronized with your smartphone, the labels are also available in your smartphone.

  • 1. How can I register commuter traffic separately?
     

    Commuting is basically the trips from home to a fixed workplace and back. In a number of cases it is useful to register these separately, because the employer asks for them, or because there is another payment in return. The easiest way is to start by recording the fixed work address as one of the Favorites in your account at www.trackassistant.com. You can find Favorites under Settings.

    If you now record trips, where you always choose the fixed workplace using Favorites, the trip is always recorded as commuting. If you then view a report or download from your online account, you will see that these trips are shown in a separate column.

    An alternative is that when you enter the address in the app you also select the 'home-work' button. This is only an extra operation every time, so we recommend choosing the above methodology.

    Please note: We only register commuter traffic if you drive directly from home to the fixed workplace and vice versa. You can therefore not label a ride with waypoints as commuting. In that case you have to break up the combined trip into individual trips.

  • 2. How can I register a detour due to traffic jams?
     

    The most common way is the following: Google Maps initially calculates the distance based on the fastest route. If you deviate from this, for whatever reason, you can manually override the distance and/or the final odometer reading. And if, for example, you adjust the distance, the odometer reading is automatically adjusted accordingly. You can then indicate in the comments field, for example: "Via A12, surrounded by traffic jam". It is even easier to create a label in your online account for labels “Circumvented due to traffic jams”, so that you only have to select it in the app. You can also enter the A12 as a waypoint in your ride, so you don't have to add a comment at all.

  • 3. How can I delete a trip?
     

    In the app you can only adjust a trip, not delete it. But the adjustment can be a completely different trip. Often this is only useful if it is the latest trip. If the trip is somewhere in the middle of your administration, we advise you to make the adjustment in your online account at www.trackassistant.com. You can also have the odometer readings of all subsequent journeys move up automatically, without having to adjust them all one by one.

  • 4. How can I insert a ride?
     

    If you want to insert a ride, you can create a new ride with the correct date and the start mileage and departure point equal to the end position of the ride before. Once you have created that ride, it will appear in the right place in the list, not at the top of the list. Subsequently, the final position of the inserted ride is no longer correct with the next ride. For that you have to adjust the starting position of the next ride to the end position of the inserted ride. When saving you get the choice to adjust all rides afterwards with the same odometer difference. If you apply that, your administration will be balanced again. Please note that the address of the end point must also be the same as the address of the next starting point.

  • 1. Where can I find the smartphone apps?
     

    The iPhone app is available in the App Store. You can download the Android app in Google Play.

  • 2. Manual Iphone app to automatically register with iBeacon
     

    The manual for automatically registering trips using the iBeacon can always be viewed in the app when you click on More at the bottom right of the overview screen (icon with three dots).

    But you can also view the manual directly at https://www.trackassistant.com/help-att-ios-en/

  • 3. Manual Android app to register automatically with your car kit
     

    The manual for registering trips automatically using the car kit in your car can always be viewed in the app when you click on More in the top right of the overview screen (icon with three dots).

    But you can also view the manual directly at https://www.trackassistant.com/help-att-android-en/

  • 4. When logging in, the app reports 'login name or password incorrect'
     

    In that case it is important to check whether you can log in to www.trackassistant.com with the same login name and password. Click on log out and retype the login name and password. Do not use the password that may already be masked.

    If the login to www.trackassistant.com is successful, there is a big chance that you made a typo when logging in to the smartphone app. Both use the same login process.

    If you are not completely sure of your password, you can also reset your password via the login page. Just as well check that a password reset email has not ended up in your spam folder.

  • 1. How can I download my mileage registration or report?
     

    Via your online account you can always directly download your mileage registration data in Excel, CSV or PDF format.

    Click on Trips in the menu, so that you end up on the overview page of your trips. Then set the filters so that you can see the trips that you want to report or download. Then click on one of the icons under the text Export as. There you can choose to download a report as a PDF or Excel file, or get the selected trips in a CSV file so that you can edit them further.

  • 2. How can I upload an existing mileage registration?
     

    You can import an existing mileage registration into your Track Assistant account. You can download an Excel template for this, so that your mileage registration is suitable for importing.

  • 1. When entering home address my address is not recognized or changed to another address
     

    If this problem occurs, it's probably due to Google Maps. Try entering the same address in Google Maps and see if the same problem occurs. The cause lies in the fact that Google Maps does not recognize the house number. Alternatively you can enter the address without a house number and see where it is plotted on the map. If that deviates too much from the actual location, you can still drag the icon to the correct position.

  • 2. My app is no longer synchronizing or I get the message 'Invalid administration'
     

    You may have entered an end date with the current administration that is now before today's date, then that is probably the reason that no 'valid administration' is found.

    Do you want to continue with this administration?

    Then remove the entered end date via Settings --> Administration(s) and then Options on the right. Via the left icon under Options you can edit your administration and adjust the start and end date. It is best to leave the end date open now. You only enter this when you change cars and close the administration accordingly. Just confirm your adjustment by entering 'OK'.

    Do you want to start a new administration?

    Create a new administration via Settings --> Administration(s). If you had an old administration (for example from a previous lease car), ensure that there is no more than one month overlap between the two administrations. It is best to leave the end date of the new administration open. You only enter this when you change cars and close the administration accordingly.

    Did you do a password reset in the web app?

    When you forgot your password and created a new one for the web applicatie, make sure you enter the new password in your App as well.

  • 3. I get the message 'Error. An unknown error has occurred...'
     

    It is possible that your login name or password in the app is no longer the same as the login or password that you use in the web application. As a result, synchronization is no longer possible. This can occur, for example, because you have requested a change of email address (= login name), or if you have changed your password on the website (perhaps because you had forgotten it).

    How do you adjust this on an iPhone with iOS?

    Go to:
    › Settings
    › Scroll down to the Track Assistant app and click on the app
    › Click on 'Account' at the bottom
    › Check the email address for typos (accidentally blank space at the end?) And re-enter the password
    › Click on 'Back' at the top left and leave the settings
    › Go to the Track Assistant app and try to synchronize