My Sentinel is tracking once every 15 minutes. Can I change that to make it track more often?
Yes. To change how frequently the Sentinel tracks, please call your service company, Tracking The World, and let them know you want to change the tracking interval. You can reach them from 8 am to 5 pm Pacific time at (650) 692-8110.
I changed my Sentinel to track once every 5 minutes but now my battery is running low very quickly. What's wrong?
The more frequently you set your Sentinel to track, the faster the battery will run down. The battery will last up to 30 days if you set your Sentinel to track only a few times a day. If you set it to track every 5 minutes, your battery charge will run down much more quickly. Because the tracking interval is variable, so is the corresponding battery life. Similar to your phone or any electronic device, the more you use it, the faster the battery charge goes down.
Can I place the tracker on the outside of a vehicle?
Yes, but you must have a weatherproof enclosure like the Micro Magnetic Case for Sentinel GPS (Item #322) or the Extended Battery & Case for Sentinel Micro (Item #321).
My account should still be active, but for some reason my tracker doesn't seem to be updating when I know it's moved since the last update. What should I do?
All service and product technical support for the Sentinel is done by Tracking The World. You can reach them from 8 am to 5 pm Pacific time at (650) 692-8110. They can help you with any billing and/or technical support issues.
Can I view my tracker from a mobile device (iPhone/iPad/Android)?
You can view your tracker from a computer, but there is an additional charge to be able to view your tracker from a mobile device. It is a once per year fee on top of your monthly charges, meaning that you must be up to date with your monthly service fees to be able to view from the mobile device as well. There is no option to just view from a mobile device if you’ve already paid the yearly fee without having to pay the monthly service charge for your account.
What happens if my tracker goes into an area with no cell phone service?
If this happens, your tracker will not report its location until it moves back within cell phone network coverage. It does not keep track of where it was outside of the network coverage. Once back in coverage your set interval for reporting will resume.
Where can I put the tracker on the vehicle?
Once your tracker has been charged and you've verified that your account is active, the first time you use it, you'll want to take it out for a test run where it has line of sight to the sky. Place it on your front seat or your dash and drive around for 10-15 minutes. Once you've done this, it's ready to be placed in/on the target vehicle.
When you place the GPS tracker on the vehicle, you must follow one simple rule. Do not block the incoming satellite signal by metal. It can penetrate glass, windows, leather, plastic, vinyl, rubber, etc. Putting it inside the vehicle, common hiding places could be between the seat cushions in the back seat, in the glove box, underneath the front seats. The signal comes from all different angles in the sky and will go through the windows and then through the seats, etc. Please make sure that if you put it in a place like under the seat that there is no metal seat plate blocking the signal. You may have to experiment with the placement of the tracker to come up with the best place available.
If you've purchased the optional weather proof magnetic case (with or without battery), you can place the tracker inside it and mount the case on the underside of the vehicle. In this case, what's happening is that the GPS signal is deflected off the pavement of the road and comes back up to the tracker inside the case. Make sure the reflection path is not blocked by metal. (The magnets on the cases are very strong and designed to withstand shock, just make sure when you mount them that the full surface of the magnet is making contact and gripping on a metal surface.)
If I want to cancel my service, who do I contact?
To cancel your service, please contact Tracking The World from 8 am to 5 pm Pacific time. Please make sure to have your account details ready (i.e. your tracker number and email address the account is under).
Can I get a refund for service that I prepaid for but didn’t use?
Unfortunately service is non-refundable. Your tracker will remain active through the time period you’ve paid for service, but unused time cannot be refunded. Near the end of whatever service term you’ve signed up for (3, 6 or 12 months), your card will be autobilled for the next 3, 6 or 12 month time period unless you cancel directly with Tracking the World.
Why do I have to purchase three months of service if I only want it for a month or two?
Similar to cell phone service promotional offers or internet service bundles, the best pricing sometimes comes with a commitment to a certain term of service. For the rates we’ve negotiated for the Sentinel GPS Tracker, the service length must be prepaid for a minimum of 3 months.
I want to return the tracker. I decided I don’t need it and didn’t even open or activate it. Can I get a refund?
As per our industry standard return policy which is available in full on our website here, GPS trackers, activation fees, service fees, and accessories are non-refundable even if they are unused. We make every effort to provide as much information as possible to make an informed purchasing decision and are available through phone, email and live chat support if you have any questions. Unfortunately, due to the nature of GPS products, we are unable to offer refunds for them.
(A sample copy of activation paperwork is attached to this article)