FAQ - Frequently Asked Questions


How do I get a SmarTrack Installed

We offer a full UK, Ireland and Channel Island (Jersey) installation service using a network of over 1000 fully trained, qualified and experienced fitting engineers who you can trust to fit to full TRI Thatcham TQA Cat 5 and Cat 6 standard.

They can often offer a mobile service at your home, place of work or car dealership if required, prior to you taking delivery of your vehicle. Alternatively you can take your vehicle to one of the local approved installation centres while your SmarTrack tracker is fitted.

Do I get a certificate as proof for my Insurer?

Yes if the system fitted is Thatcham approved. We email a certificate in PDF format or we can post a secure printed version as proof for you to supply to your insurer.

How do I get a copy of a TRI certificate if my Insurer demands it?

You may not need an additional TRI certificate. We supply a standard proof of fitting and subscription certificate included with every Thatcham approved tracker that is fitted. We can also offer the additional TRI type of certificate online for a fee of £10 plus vat once our tracker is fitted and made live.

How do I know the tracker is working?

When your Approved SmarTrack engineer installs your system of choice, they will call the Global Telemetrics Commissioning desk to verify a live position of your vehicle. At this time the Secure Control Centre staff will check the information provided by the device and confirm full operation of the SmarTrack tracker. The information will include battery voltage, battery back/up voltage, ignition key position (on or off) and its GPS tracker horizon position.

If you have a device that can log positions to an online account, please call 0845 833 6971 to request your account. Please ensure you provide your customer number to request this. The online account will be activated within 48 hours.

Please note, self track systems will not trigger alerts.

Can I see locations of my vehicle?

If you have a CAT5/SmarTrack Fleet/uTrack/Trident/Maxi/Caravan system installed you can have a ‘Free Live’ secure online account this will show you your vehicles location on an onscreen map.

If you require journey history for your vehicle(s), you can pay £50 per year. You will then receive further features such as geo-fencing, journey reports and business/ private mileage. Please see our SmarTrack online products or click here for further information.

Please note, all our Protector products currently cannot have online accounts activated.

When do I pay for the system?

You can often pay for your system after it is fitted and commissioned. Your approved installer will give you an installation form (proof of fitting) this will include your subscription information.

When do I pay for my 24 hour Monitoring Subscription?

Your subscription is due as soon as the tracker is installed.

Who do I pay my Subscription too?

Subscription payments are to be made payable to SmarTrack Ltd.

Please call a member of staff on 0845 833 6971. We are open 24 hours a day. Once your payment details will be taken and processed, we will be able to monitor your vehicle 24 hours a day, 365 days a year.

After the payment has been processed, a Thatcham TQA certificate will then be sent to you confirming the tracking device is installed and that all current monitoring fees have been paid.

What do I do if my vehicle gets stolen?

We are able to liaise with the Police if you have a Stolen Vehicle Product fitted (CAT5, Protector, Trident, Maxi or Caravan) to your vehicle.

In the event of a vehicle theft the Secure Control Centre staff will track, liaise with the Police and endeavour to retrieve your vehicle with in the GPS/GSM technology available. Please be aware, this technology is network dependant. You will have been provided a customer card and user guide by the installing engineer. This is a dedicated number for you to report a vehicle as stolen. You must obtain your Crime or Incident number from the Police and have your customer reference for the operative to allow them to liaise with the Police for a fast response to your call.

If you have a uTrack, SelfTrack or Fleet system fitted, please note that this is a self tracking system only. Should you require theft assistance, a one off fee (currently £350+vat) per theft situation will be required.

What is a Duration of Vehicle Ownership Subscription?

Duration of Vehicle Ownership Subscription covers you for the length of time that you own the original vehicle the device has been fitted to. The subscription may be transferred to another vehicle once within the first 12 months of the installation date. Should the system be removed and refitted for a second time, or after the initial 12 month period, you are required to re-pay and re-start your subscription payment. All works must be carried out by a SmarTrack accredited engineer. Please contact SmarTrack if you require details for an authorised dealership.

Please note Duration of Vehicle Ownership is not available on self tracking products.

What is an Annual Subscription?

Annual Subscription covers you for a 12 month period. This period is effective from the date the device has been fitted.

Can I change from an Annual Subscription to a Duration of Vehicle Ownership Subscription?

You have the ability to upgrade your subscription cover within the initial 12 month period of your system being installed. Once you are out of this period, Annual Subscriptions are required. Please call 0845 833 6971 for our upgrade fee. This only applies to stolen vehicle products.

Please note, we only offer annual subscription policies for Self Tracking products.

Can I keep my SmarTrack system if I change my vehicle?

Yes. If you decide to change your vehicle, you can have the system removed and re-fitted to an alternative vehicle. All works carried out in relation to the system must be carried out by a SmarTrack approved dealer.

Please bear in mind that if you have purchased a Duration of Vehicle Ownership, you may need to re-pay and re-start your subscription policy. If you have purchased an Annual policy, you will not lose any subscription as the remaining time left on the policy will cover your new vehicle.

Please contact SmarTrack if you require details for an authorised dealership who can arrange the remove and re-fit of the system for you. Labour cost will be applicable for this to be completed. The approved SmarTrack dealer will re-fit and re-test the tracker unit and provide us with the new vehicle details. New documentation will then be sent for your records.

If I change my vehicle, do I lose my subscription if pay annual?

No, we can transfer the Annual Subscription to enable cover being provided for the new vehicle with no administrative charges being charged.

Do I lose my subscription if I pay Duration of Vehicle Ownership?

Possibly, yes. If the tracker was originally installed more than for 12 months, or it is being removed and re-fitted multiple times, you will need to re-pay and re-start your subscription policy.

Please note Duration of Vehicle Ownership is not available on self tracking products.

I have purchased a vehicle with SmarTrack tracker fitted - can I subscribe to it?

Yes. You will however, need to pay your own subscription policy. Any remaining policy from a previous owner will not be transferred to cover you. You can choose from an Annual or Duration of Vehicle Ownership policy. Please be aware, an administration fee will also be required at this point.

Once all fees have been processed we can activate the system for you. This will be usually be completed remotely (over the air) via our GSM/GPS technology. Should the device not re-activate, we may need to arrange for an engineer to visit you to carry out works.

Please note Duration of Vehicle Ownership is not available on self tracking products.

What guarantee do I get?

Your device has a standard 36 month Global Telemetrics guarantee. This begins on the day the unit is originally installed. If a fault appears within this period we will repair or replace the device for you.

Should a fault develop within the first year of the system has being installed you are required to contact your supplying dealer who will aim to rectify the problem for you. After this period, please contact Global Telemetrics who will arrange for the required work to be completed.

We also offer an extended parts and labour warranty after the initial 36 month warranty has expired. We can offer this extended warranty for the unit, up to a maximum of 12 years from the original purchase date.

What happens if I sell my car with the device still fitted?

If you sell your car with the device fitted you will need to notify us in writing. Once we have received this written confirmation, we will be able to remove your details from the account.

If you have registered an email address with us, you can inform us of any changes using this registered account. Please send your email to: customerservices@globaltelemetrics.eu

You will need to include your name, customer number and vehicle registration and confirm the changes required for us to update your account.

If you do not have a registered email address with us, please send a letter in confirming the changes.

What do I do if I want to change any of my details recorded when fitted?

If you require us to change any details on your account, we must receive these changes in writing.

If you have registered an email address with us, you can inform us of any changes using this registered account. Please send your email to: customerservices@globaltelemetrics.eu

You will need to include your name, customer number and vehicle registration and confirm the changes required for us to update your account.

If you do not have a registered email address with us, please send a letter in confirming the changes.

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Our Products

  • Protector Pro
  • Trident
  • Fleet
  • uTrack
  • Caravan
  • Cat 5
  • Maxi
  • SmarTrack Protector Pro Global