Frequently Asked Questions

What can I track?

You can track vehicles, motorcycles, boats, ATV’s, people or almost anything else that is important to you.

What comes in the package when I buy a device?

a. MXP-5000
    i. Device
    ii. Protective case
    iii. USB Charging Cable
    iv. Charging Adapter
    v. USB car charger Adapter for Vehicle Power Outlet

b. MVT-3030
    i. OBDII device

How does the device work?

The device contains a GPS chip to calculate its positions and connects to a wireless carrier provider to send its data over the network to our miTrail platform.

What do the lights on my device mean?

For the MXP-5000 refer below;



For the MVT-3030 refer below;

Will the device work in my area?

The devices will work in most areas across Canada where cellular coverage is available and new 3G coverage becomes available automatically as the wireless carriers expand their coverage. For your device to work in the US a 3G product is required. The table below lists the type of coverage that is available on each device.

       

1Rogers has not set an official 2G network sunset date.  At this time Rogers has officially agreed to offer services on this network until at least January 1, 2019.

2Extended coverage offers services across Canada on the 3G (HSPA) networks.

3AT&T is turning off the 2G network on January 1, 2017.  The 2G device will continue to operate in Canada as per item 1 above.

FOR ADDITIONAL DETAILS ON Network Coverage – please refer to: http://www.rogers.com/consumer/wireless/network-coverage

Will the device work when I travel to the United States?

By default, the device will not operate in the United States, if you would like to allow this then you must contact our customer service team to make this change to your device. There are no additional fees for this service. Note only the MVT-3030 devices will function in the US.

Will the device work when I travel overseas?

No, the device will not work overseas.

Do I need to provide my own SIM card or wireless carrier account?

No, all of the miTrail devices come with everything that you need.

Can I provide my own SIM card?

No, all SIM cards are provided as part of the service.

Am I locked into a contract?

No, the service is offered monthly and can be canceled or reactivated at any time.

Are there any data usage fees?

No, you are only charged the price of the plan that you have chosen.

Are there any hidden fees that I should be aware of?

No, however there is a one-time $15.00 fee charged at the time of activation.

Does my monthly payment automatically renew with the credit card that I provided at the time of activation?

Yes.

How do I change / update my credit card information?

Go to miTrail.activatemygps.com
Click on Update my payment information

I received my device but it did not come with any instructions for activation.

Go to miTrail.activatemygps.com and follow the instructions, the information you need is located on or in your device packaging. Alternatively, please feel free to contact our customer service line @1-877-702-2294 and they will assist you.

My device is on but I am not getting any new information.

Refer to the device troubleshooting steps. (350KB PDF file) If you are still experiencing difficulties please contact our customer service team.

What is the device warranty?

There is a 1 year manufacturer’s limited warranty. It does not cover damage or loss.

How do I return my device under warranty?

Your device can be exchanged through Costco; you can return the device to a Warehouse location or contact their customer service team to arrange for it to be picked up. For more information please see the Costco Customer Service Website.

I am not happy with the device or the service - what should I do?

Please contact our customer service team; they are here to assist you. We want to understand what issues you are having and work with you to find a resolution.

I contacted the Customer Service team and I am not happy with the results. Who can help me now?

Below is the email address for the President of miTrail. The email will be sent directly to the President and they will work with the Customer Service team for resolution. We take our product and service seriously and want to make sure that every effort is made to resolve an issue. The email address is president.

How long does the battery last?

- The MVT-3030 requires no charging as the device draws power from the vehicle battery.
- The MXP-5000 are programmed to report the location while the device is in motion. The length of time a device can stay charged is dependent on the amount of motion. For low to moderate amount of daily motion the device could last between 7 and 10 days. For high amount of motion the battery could last between 2 and 3 days.

When will my MXP-5000 device send a low battery alert message?

- The device will send its first low battery event when it has 20% charge remaining.
- When the device has a charge of less than 10% it will send a message every 20 minutes.

How long will my MXP-5000 device continue to work after a low battery message is sent?

Depending on your profile, the device should last between 1 and 4 hours.
NOTE: miTrail would recommend the device have a minimum of 20% charge if being used to track a vehicle or a person for a full day.

Why does my MXP-5000 battery level fluctuate?

You will notice some fluctuation on the battery level. This is due to the environment the device is in, i.e. warm vs. cold or what the device was doing at the time the reading was taken i.e. stationary vs. gathering GPS satellite information.

Why does my MVT-3030 device send a position when the ignition is off?

The devices are programmed to send a minimum of 1 position a day.

Can I tell if my MVT device is unplugged?

The MVT-3030 will generate an External Power Disconnect Event.

I would like a device that wires into my vehicle, which device should I purchase?

Please contact our customer service team to discuss your requirement further.

Are the MXP-5000 devices water proof or dust resistant?

No.

What do all the icons on the system mean?


How do I know which product to choose?

The table below will shows the features of each device. For additional help in selecting a device please call our customer service team.

   

1Rogers has not set an official 2G network sunset date.  At this time Rogers has officially agreed to offer services on this network until at least January 1, 2019.

2Extended coverage offers services across Canada on the 3G (HSPA) networks.

3AT&T is turning off the 2G network on January 1, 2017.  The 2G device will continue to operate in Canada as per item 1 above.

FOR ADDITIONAL DETAILS ON Network Coverage – please refer to: http://www.rogers.com/consumer/wireless/network-coverage