FAQ

Account and login

How do I contact support?

Email support@prodaaps.com or contact - during Mon - Fri, 10 am to 6pm. For business inquiries, email info@prodaaps.com.

What should I do if login is not working?

Check your registered email or mobile number, password, internet connection and account status. If an admin recently changed your password, log in with the latest password shared by your organisation.

Can my admin create sub-users?

Yes, sub-user access can be enabled by the account administrator. Object visibility, reports, alerts and permissions depend on the roles assigned to that user.

How do I request account deletion?

Open the Account Deletion page or email support@prodaaps.com with your registered mobile number, registered email address, company name and deletion request. Verification may be required before deletion is processed.

Live tracking and map

Why is my vehicle or object not updating live?

Live updates depend on device power, GPS satellite lock, SIM network, data pack, wiring, server connectivity and device configuration. When the device is offline, the map shows the last valid location received by the platform.

Why does tracking sometimes show a delay?

If the tracker loses GSM network or the vehicle is in a low-signal area, data can arrive late. The platform updates automatically when fresh telemetry is received from the tracker.

What do Moving, Stopped, Idle, Offline and Expired mean?

Status is calculated from speed, ignition, latest GPS packet time, subscription validity, SIM validity and configured online timeout. Expired status can also appear when service validity is over.

Can I share live location?

Live sharing is available only when enabled for your account and object. If the feature is disabled, the app will show that the facility is not available.

Playback, distance and data quality

Why can playback show jump lines or zigzag movement?

GPS noise may happen because of weak satellite lock, bad installation, device restart, network gap or wrong coordinates from the tracker. The backend filters suspicious jump points where filtering is available.

Why can report KM differ from actual running?

Distance depends on valid GPS packets. Missing data, fake jumps, weak signal, odometer sensor issues or wrong device settings can affect totals. Filtered GPS distance is used where configured.

What is Skip Stops in playback?

Skip Stops hides long stopped periods during playback so route review becomes faster. It does not delete original GPS data or change stored history.

How long is history available?

History availability depends on your plan, server retention settings and account policy. Contact support if you need older data or special export assistance.

Reports and alerts

Which reports are available?

Reports depend on user permissions and configuration. Common reports include activity, mileage, movement, trips, stops, events, geofence, route, fuel and maintenance summaries.

Why is report data blank?

Data may be blank if the object had no valid GPS data, was discontinued, subscription expired, the selected date range had no activity, or the user does not have permission for that object/report.

Why is fuel data blank?

Fuel appears only when fuel settings, sensors, calibration or configured fuel average values are available for the object.

Why did I not receive an alert?

Alerts depend on event rules, notification settings, contact details, app permissions, network availability and object data. Verify the alert rule and contact details before raising a support ticket.

Device, SIM and lifecycle

Where can I see IMEI lifecycle details?

Device Lifecycle Details shows IMEI, software status, SIM details, AMC, ticket history, installation and discontinue information for authorised objects.

Why is the device model blank in some lists?

Device model appears only when it is saved for the object or available from the device inventory/import record. Missing imported metadata can leave the field blank until updated by an authorised admin.

Can SIM number and activation date be managed?

Yes, SIM details can be maintained from object/device setup depending on account permission and available fields.

What happens when an object is discontinued?

Discontinued objects are separated from active operations. Visibility and reporting depend on admin permissions and lifecycle rules.

Service tickets and AMC

How do service tickets work?

Users can create support tickets for one or more objects. Each object can have its own workflow, status and service timeline so progress can be tracked clearly.

Why are hardware and software ticket steps different?

Hardware service may need technician assignment, inspection and service decision. Software issues usually follow a review, verification and resolution flow.

What is AMC renewal?

AMC renewal extends service coverage for the configured duration, warranty days and PMS count. Plan rules are controlled by the administrator.

What does Carry Unused mean in AMC plans?

Carry Unused allows unused pending PMS from an old plan to be carried into the renewal plan when the selected renewal plan supports it.

Billing, policy and business support

Where can I read business terms and policies?

Use the Business Terms, Privacy Policy, Terms of Use, Shipping Policy and Account Deletion links on the login page. These pages use Prodaaps Venture Private Limited profile details where applicable.

Can policy details be updated by admin?

Yes, authorised admins can update public page content and company profile details from setup. Dynamic placeholders keep company information consistent across pages.

Do features vary by plan?

Yes, features can vary by subscription, service provider, account permissions, device model, sensors and enabled modules.

Who should I contact for commercial changes?

For plan changes, billing, renewal or commercial queries, contact info@prodaaps.com or - during Mon - Fri, 10 am to 6pm.