Need help with your order, tracker, or subscription? We have several ways to get you the answers you need, from instant self-service options to our support team.
Fastest ways to get help
Search the Help Center with AI
The quickest way to find answers is using our Help Center search. Just type your question in the search bar at the top of any Help Center page, and you'll get an AI-generated summary of the answer without needing to read through full articles.
Chat with our AI assistant (24/7)
Get instant answers from our virtual assistant, available 24/7 in English and German.
Look for the chat icon in the bottom right corner of any Help Center page or on tractive.com.
Contact our support team
If you can't find what you need in the Help Center or chatbot, our support team is here to help.
How to reach us
Click Contact Us at the bottom of any Help Center article.
What to expect:
- You'll receive an automatic confirmation email when we receive your request.
- We'll try to reply to your request within 24 hours, though complex cases may take a bit longer to investigate and resolve.
Tips for faster support
Include helpful details in your message:
- Your tracker ID (found on the back of your tracker)
- What issue you're experiencing
- What you've already tried
- Screenshots of any error messages
Keep everything in one email thread. If you need to add more information or have follow-up questions, reply to your original ticket email instead of creating a new one.
Check your spam folder. If you haven't heard from us in a couple of days, check your spam or junk folder. Our emails sometimes end up there.