Tractive Help Center

Through the relaunch of our website we took the chance to create a new and...

7 April 2016



Through the relaunch of our website we took the chance to create a new and improved Tractive Help Center. The new Help Center is the result of FAQs from our Tractive users and we are more than happy to tell you how it works.

The new Tractive Help Center

When you enter the new Help Center you will still be able to find some of the old FAQ topics in a new and revised version. Each question now has its own page, including pictures and even videos.

Through an integrated management system it is now possible for all members of our support team to create new questions and/or topics, and recurring requests are now easier to handle. In the future, it may happen that a Help Center article/question will be linked to your support request.

Here are some examples of our most frequently asked questions: 

How to find a fitting question

  • In the Tractive Help Center you can easily find answers to all your questions. You can also find information about our products and apps.
  • To learn more about a specific product you first have to choose the desired product.
  • Then you can either choose a category or browse through all related topics that may help you.

    ⇒ When this doesn’t help you, you can always use the ‘Search’ function.

How do I contact Tractive?

Of course, it might happen that you don’t find the right answer to your question. In this case, you can always write our support team and open a new support ticket. Our support team will take care of your needs and requests individually in order to provide you with the best customer service possible and the best solution possible – as soon as possible!

Ask our support team

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  1. Fernando

    Lots of broken links, even from you help desk emails … It was complicated importing your device to Malaysia, but registering and activating is even more difficult!

    • Janine

      Hi Fernando,

      sorry for late reply, I just saw your comment.
      Unfortunately, some links were broken for a short time due to the changes in the new web-interface, but everything should work correctly again. If you still find any broken links or if you need any help with your GPS tracker, please let us know.

      Kind regards,

  2. Patrick King

    Why has the web interface changed? How do you zoom in/out? THere used to be a + and -….now double-click zooms in, BUT NO WAY OUT…..

    • Julian

      Hi Patrick,

      we thought it was time for a facelift 😉
      You can zoom in with double click that is correct, but the intended zoom command should be triggered with a scrolling gesture on the map.
      If you still need help please leave us a ticket here

      Best regards,

      • patrick

        There is no scrolling “gesture” for a non touch screen laptop. How do I change to standard measurements from metric?

        • Janine

          Hi Patrick,

          we have added a zoom in and out button in the bottom right corner. Pinch-to-zoom gestures should work on most touchpads as well.
          Standard measurements are currently based on IP address, but we plan to add a toggle in the settings in the near future.

          Kind regards,

  3. carolina

    HI. will it work in ARgentina?

    • Lisa

      Hi Carolina,

      Yes our GPS Tracker also works in Argentina.

      All the best,

  4. Leo

    Is there a way to put the north American tractive in permanent live mode? The accuracy zone is just too big and highly inaccurate in normal mode.

    • Simon

      Dear Leo,

      Thank you for your suggestion. We take our customers’ inputs very seriously.

      This is unfortunately not possible at the moment.
      The Live Mode is turned off automatically after 15 minutes of activity to conserve battery. This prevents the Tracker from running out of battery within a few hours.

      I have noted your request and it will be taken into consideration for future updates.
      Although lots of our customers’ wishes have been implemented, we cannot guarantee at this time that your request can be fulfilled.
      Thank you for your understanding.

      All the best,

  5. Anne

    The service and contact with Tractive is absolutely not acceptable ! We lost our tracking device on day two! It felt off so easily on a simple walk . We searched for the device but the GPS was not accurate and we could not find it. I paid for the insurance to have the device replaced and although I have contacted the customer service twice , there is no response at all. I am waiting since over a month now! I cannot recommend this product but especially the service to anyone .

    • Simon

      Dear Anne,

      Our Customer service team has been informed and you should’ve received an email by now.
      Please check your spam folder in case you can’t find it in your inbox.

      Kind regards,

  6. James

    You have taken 2 x payments of £89.90 for my tracker and your website will not allow me to contact you as it says I have an original support question open which I haven’t. Please can you contact me asap via the email address left with this form and refund my £89.90. Many thanks James

    • Sanda

      Hello James,

      I forwarded your request to our Customer Service Team and they will contact you via e-mail with a reply as soon as possible.


  7. Brian

    Hello, I’ve had technical difficulty with this product from day one, and stopped using it almost two years ago, and figured I paid for two years worth of service that will go wasted.

    I just got my credit card statement and see another $140 posted, please cancel this membership! I see no phone number to call Tractive. Please contact via phone or e-mail. I would be happy to not have to give negative reviews for Tractive on my Amazon account, and instead speak well for the customer service team.

    Thank you for your attention in finally refunding and closing this account.

    • Sanda

      Hi Brian,

      Thank you for your question. I have forwarded your request to our Tractive Customer Service Team and they already replied to you.
      Please check your e-mail.


  8. Lotte

    Bought tractive plus and full subscriptions to tractive care etc. I was told I would be able to contact help team if needed, this is only online, which would be okay but no one responds I have checked my spam/junk. After three emails, one asking for some help working the product months ago but now two regarding it being lost, I have had no responses. I was so happy with this tracker but now the need to replace my tracker has come about I am starting to feel this aftercare service is none existent and a rip off!! Hope some contacts me soon as the product itself was very good and I am paying for these aftercare services!

    • Sanda

      Hi Lotte,

      Thank you for your question. Our Customer Happiness Team replied to your inquiry. Don’t hesitate to contact us if you still have any questions.


  9. Pablo

    Hello I need replacemnt parts of my tracktive XL (model IC0029).

    The part of the GPS that holds (grabs) into the dog collar is broken and I can´t use the GPS.

    Where I can find a replacement?

    Best Regards.


    • Simon

      Hi Pablo,

      I just saw that your email has been answered on 16th August by our Customer Happiness Team. Haven’t you received the Email from Maya?

      You can find the replacement clips right here: Tractive GPS XL Clips

      The email you was supposed to receive was resent as well.

      In case you need further assistance you can safely contact our Customer Happiness Team anytime.