Frequently asked questions
How do I re-activate my tracker after my account was canceled?
Activate your tracker like you did the first time. Click on the "Activate Tracker" link on this website. You will need the tracker's imei number. You can also find the imei number on the cancelation confirmation email we sent you.
How do I add a new tracker to my existing account?
Click on the "Activate Tracker" link on this page. Make sure you use the same email address as your current tracker. The new tracker will be added to your account and instructions will not be sent to you since you already have an account. A second tracker does require a new subscription payment.
Why did I not receive an email with instructions after activation?
Check the spam or junk folder in your email account. If you still cannot find it contact us since you may have misspelled your email address. If this is your second tracker, instructions will not be sent; we will only add the tracker to the current account.
How do I cancel my subscription?
To unsubscribe your GPS Tracker log in the tracking website, click the "account" option on the upper right corner, and then select "manage subscription". After you selected "manage accounts" select to either cancel "Unsubscribe and Remove Now"or "Unsubscribe at period end".
You can also let us know if you want us the cancel the subscription.
Why does the Optimus team does not reply my message or answer the phone?
Our office support hours are from Monday to Friday from 8am to 8pm. Weekends from 9am to 5pm. Central Time. If you leave us a message or send us an email we will call you back or reply.
Why has my tracker not yet reported its position on the map after activation?
Why will the red line not follow the road on the map?
The tracker will send a position report every X number of seconds. These position reports are represented by icons on the map (arrows and dots). The red line that join these icons only show you the order of these icons and does not represent the path take by the tracker.
If you want a more detailed track of the path taken by the tracker then you can change the report frequency with the "send command" button and make the tracker report more frequently its position but at the expense of using more energy thus making the battery charge last a little less time.
Why do I have several position reports scattered on the surrounding area while the tracker is stationary?
GPS signal will always have a margin of error. With the best view to the sky a GPS enabled device will have an error of about 30 feet. This margin of error may be greater when the tracker is hidden in a vehicle.
It is normal to notice these drifting position reports with larger margins of error more while the tracker is parked for long periods of time, like when the tracker is parked overnight. The position report will become more precise when the tracker starts moving again.
The tracker will have a difficult time acquiring GPS signal indoors and in areas with tall buildings around.