General Help

If you are having device issues or want to learn more about installation click below to view more instructions and videos.

Installation can generally be done by a customer but enterprise fleets typically outsource to a professional GPS installation company. Fleetistics can refer someone or project manage the process which is well worth the added investment. Custom branded and produced installation training videos are also available from Fleetistics for enterprise customers.

Installation Overview | Troubleshooting

1. Search for frequently asked questions.
2. Search the glossary for definitions and clarification of terminology.
3. Submit a question (You cannot open a support case from the KB)

View Knowledge Base

 

There are several issues which may prevent you from logging into MyFleetistics. Go through these steps to potentially resolve the issue without having to contact the helpdesk.

 

• Check the system status on the upper left of the login page. If the status is marked Green, no issues, continue to the next step.

• If you receive a server or system error (page does not load properly) follow the instructions below to clear your browser cache. If the issue continues during work hours let us know using the Feedback button on the left. After hours call the support line 800-481-1319 and support personnel will be notified. Read more on the Contact Us tab below.

For User Name or Password issues, see tabs above.

Users are associated with unique emails. Your email must be added by your account administrator before you can login. It is easiest if your account administrator adds your or your account administrator emails a request to support. You will not be added if you call support and we have not received approval from your account administer.

 

• You must be an authorized user by your account administrator to access MyFleetistics. For security, only approved users are enabled by Fleetistics. If you are not approved, your GPS program manager can add you to the MyFleetistics portal.

• If you previously had access and have completed the password reset steps using the tab above, contact support by opening a support ticket or call 877-467-0326, press 2 for Support.

• Geotab users, only change your password in MyFleetistics, never in a GPS platform. Single sign-on is controlled through MyFleetistics. If you have already done this, use the Password Reset function on the Login page to sync your login credentials.

• Sharing passwords causes issues we cannot predict or resolve. Every user should have unique login credentials. This is also important for tracking who makes what changes in the system so an audit trail is available.

• If the problem persists or you need to add a new user, contact the help desk using support@fleetistics.com.

There are several ways to contact the help desk. Since we are often on the phones it is a good idea to submit your issue to the support queue and let a support representative research it and call or email with a solution instead or more questions. All support inquiries must include: First and last name, Company, Phone number, best time to call and a description of your issue. The more details the quicker and more accurate the response will be. Screen captures are always helpful.

• • • • Submit an email to support@fleetistics.com
    • • Call 877-467-0326, press 2 for Support.
    • • If your business needs IT help, speak with your account manager about IT managed services from our sister company IGTech365.com. IGTech365 provides help desk, remote networking, websites, hosting, computer monitoring, security, VoIP and Office 365 for small and medium businesses.

After Hour Response (EDT)

• • • Emergency – System-wide outage, major vehicle accident and data security assistance is needed.
      • All days.
        • 8:00 to 5:30 – immediate
        • 5:30 pm to 12:00 am – 2 hours
        • 12:00 am to 8:00 am – 4 hours
    • Priority – System access to 24×7 business operations, stolen vehicle
      • Weekdays
        • 8:00 am to 5:30 pm – 6 hours or the next day
      • Weekends and holidays
        • 6 hours or the next day
    • Routine – Login difficulty, “How do I…”, billing information, speak with an account manager, etc.
      • Weekdays
        • 4 hours but 1 is our goal
        • Next business day

       

    • Note: A response does not guarantee resolution. There are many technology providers involved in delivering service including your IT department, cellular carriers, internet service providers, database services, data warehouses, and others.