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Frequently Asked Questions

Q1. I’ve gone to the Ctrack website to log in and it says my username or password is incorrect?
A1. Firstly, please refer to your Ctrack welcome pack to ensure you are using the correct website:

Ctrack Online 1:
Ctrack Online 2:

If you have confirmed that you are using the correct website link then please try resetting your password by using the ‘Forgot password?’ link as shown below:

Password Reset

Q2. I’ve logged into the Ctrack Online system but my vehicles are not visible?
A2. Please ensure that you have selected the correct business group from the dropdown menu at the top of the screen:

Online Cost Centre

To set a default business group for your Online dashboard, please navigate to ‘Setup’ and then ‘Settings’. This will open a new page with the option to set a ‘Default business group’ as shown below:

Default Business Groups

Once you have selected the correct business group from the list please click on ‘Save’ at the top of the screen and then on ‘Yes’ when prompted to reload the workspace:

Work Space

Q3. No vehicles are showing up on the map.
A3: Please follow the following 6 steps:

1. Login to Ctrack Online
2. Click “Setup” and click “Settings”
3. In the drop down box next to “Default business group” found under the “Workspace” sub-heading, select your company name (i.e. 123 Ltd)
4. Select “Save” at the top left of the screen
5. When prompted to reload the workspace select “Yes”
6. If the steps above did not resolve the issue please call the Ctrack Customer Care Team on 0345 055 8555

Q4. Unable to see a recently installed tracking unit.
A4. At the bottom of Ctrack Online there is a page size that shows the amount of vehicles to be shown on one page. Change the number to reflect the ‘now installed’ correct number or go to the next page of vehicles in the list.

On the basis these suggestions do not address your issue, please contact a member of our customer care team.


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