If a vehicle or asset may have been stolen
Contact police and provide the location information you have, including the time associated with the report. Do not pursue someone or enter private property based on a map pin. Save the relevant location and alert records before changing the device, account, or service. The incident section below explains what information to gather.
Check the location report before acting on it
Select the correct vehicle or asset
Open DroneMobile and confirm the selected vehicle or asset. Use a clear name and photograph so similar vehicles are easy to distinguish. If an XT was moved from one asset to another, confirm that its account label was updated to match.
The tracker reports where the device is. It cannot establish that a removable device is still attached to the asset named in your account. Keep that distinction in mind after charging, service work, or moving a portable unit.
Read the location time and status
Look for the time associated with the location or most recent device report. Also note any connection, battery, or status information shown. Different screens may present different kinds of information; a recent account activity entry does not necessarily mean a new position was acquired at that moment.
If the display does not make the age of the location clear, use the location details or activity record available in your app version. Contact us if you cannot identify which time you are reading. Avoid treating a map label or a successful screen refresh as proof of a current position.
Request an update and check the result
- With your vehicle safely parked, confirm your phone has internet access.
- Select the correct tracker in DroneMobile.
- Use the available location or refresh control for that device.
- Allow the request to finish and read any status or error message.
- Check whether the location’s associated time changed, not just whether the map moved.
- If the time remains old, use the troubleshooting section and note the last successful report.
Repeated requests cannot restore a missing power supply or cellular connection. With a battery-powered XT, the selected sleep mode also matters. Before changing settings, identify the device and the mode it was using.
Understand what the map can tell you
What you see | What to check | What to do next |
|---|---|---|
A pin at the expected address | The selected asset and report time | Use the latest confirmed report as a reference, while recognizing its age |
A pin that remains at an earlier location | Connection status, power, service, and XT sleep mode if applicable | Request one update and investigate if no newer report appears |
A pin slightly beside the vehicle | Whether the vehicle is indoors, under cover, or near large structures | Compare later reports under normal reception conditions |
A phone-location marker near a tracker marker | Which symbol belongs to the phone and which belongs to the device | Open the tracker details before using directions |
A route with gaps or straight connecting lines | The recorded points, their times, and the available reporting detail | Avoid assuming the line shows every movement between those points |
A recent notification about an earlier event | Event time versus notification delivery time | Preserve both times when reporting the issue |
Use directions only after checking the report
If your app offers directions, confirm the destination is the selected tracker’s reported location. A navigation route leads to that point; it does not establish that a moving asset remains there. Check for a newer report before relying on the destination.
For routine parking assistance, use the map together with the parking level, entrance, or landmark you remember. A position on a map may not identify a floor within a parking structure or a specific indoor space.
Identify your installed tracker
Match the complete model name
Use your installation paperwork, account device information, or a safely accessible label. The main approved GPS devices are X2-LTE, X2MAX-LTE, and XT-LTE. Do not remove interior trim or disturb an installed module just to read a label. We can help identify it from the installation record.
Device | Approved use | Main owner consideration |
|---|---|---|
Drone X2 LTE and GPS Module | Installed vehicle tracking, or a compatible connected-control add-on | Know which functions were installed and which GPS service is active |
Drone X2MAX LTE and GPS Security Module | Installed vehicle tracking with additional security capability, or a compatible connected-control add-on | Separate tracker alerts and backup power from the vehicle alarm and primary power supply |
Drone XT LTE GPS Tracker | Portable tracking for an approved vehicle or asset; supported external-power configurations where installed | Know its battery condition, power-saving mode, and assigned asset |
An X2 or X2MAX in a tracking-only installation does not automatically provide remote start, door control, or a complete alarm. Compatible control hardware and the appropriate installation and service are separate requirements. DroneMobile documents both standalone tracking and integration with compatible systems. Drone X2 Drone X2MAX
For new system purchases, both X2 and X2MAX are available as add-ons during the same compatible Compustar installation. A separate or later appointment uses standard installed pricing, even with compatible Compustar equipment already installed. Existing-owner support follows the hardware actually installed. Current GPS packages and plans.
If your DroneMobile vehicle uses an XC2 dashcam, use Dashcam Owner Support for camera operation and video access. This GPS page focuses on X2, X2MAX, and XT. Similar app screens are not a reason to apply another device’s reset or power instructions.
Keep a private system record
Record the device model, vehicle or asset name, installation date, power arrangement, account owner, and active service. For an XT, add the selected power-saving mode, who is responsible for charging, and the asset to which it is currently assigned.
For a fleet, keep this information in an asset register maintained by the responsible administrator. Device identifiers and installation details should remain private. The public support form does not need account passwords, authentication codes, or a photograph showing a concealed installation location.
Understand hardware and service requirements
GPS reception and cellular communication have different jobs
The tracker needs position information and a way to send its reports. Your phone also needs internet access to receive information through the account. A working phone connection does not prove the tracker has its own connection, and a powered tracker does not prove a fresh position has been obtained.
Indoor parking, substantial overhead cover, surrounding structures, travel through weak-service areas, power interruptions, and device configuration can affect the information you receive. Use the time and status attached to a report to interpret what the app is showing.
You do not normally need to stand beside an LTE tracker or join its Wi-Fi to view its account information. Follow the correct DroneMobile connection process rather than the local Wi-Fi instructions for a dashcam.
Choose a service that includes GPS tracking
DroneMobile separates Tracking plans from Control + Tracking plans. In the published Control + Tracking lineup, Basic does not include GPS tracking. A GPS-capable device can therefore have working connected controls while the selected plan lacks the location features you expect. DroneMobile Control + Tracking services
Tracking and Tracking Plus are the published tracking-only options. They differ in available reporting detail and account features. Use the current account description to check the service assigned to your exact device. Do not assume every GPS plan provides the same history, reporting frequency, or number of geofences. DroneMobile tracking-only services
Separate installation charges from ongoing service
Review the quote or receipt to see whether your purchase included a stated prepaid service term. Hardware and installation alone do not establish a continuing subscription. If your package included a trial or prepaid period, confirm its end date and the renewal arrangement shown in your account.
The plan applied to one device may differ from the plan on another device in the same household or fleet. Check each one before assuming a feature is missing because of a hardware problem. We can review the installation; billing and account changes may also require the account holder to work with DroneMobile.
Check feature availability before changing equipment
Function you want | What needs to be confirmed |
|---|---|
A current location request | Correct device, power, usable reception and cellular service, active GPS service, and an operating mode that supports the request |
More detailed trip history | Device compatibility, the plan’s reporting detail, the selected dates, and which information was recorded |
Geofence alerts | A supported active feature, the correct boundary, assigned assets, event selection, and notification settings |
Ignition or curfew alerts | A supported and correctly configured ignition input or vehicle integration |
Impact or other security alerts | The exact device, installed sensors or integration, settings, service, and notification delivery |
Remote start or door control | Compatible control equipment and vehicle integration, in addition to the relevant connected service |
Shared access | The account owner’s invitation, the correct vehicle permissions, and the recipient’s accepted account access |
Review coverage before travel
Contact us before relying on the system outside its normal operating region. Drone’s X2 and X2MAX product pages publish different regional availability language, so one model’s coverage description should not be applied to the whole lineup. Confirm the device, service, and intended destination together. X2 regional information X2MAX regional information
Being able to open your account from another country does not establish that the tracker can report from that country. A tracking device used on a boat or trailer also needs appropriate service where the asset travels; it should not be treated as a satellite communicator.
Set up your account and first location check
Use an account you control
Install DroneMobile through the official app-store link from DroneMobile’s website. Sign in to your existing account if you already have one. Creating a second account can make it harder to identify which account owns the installed device.
For a newly installed tracker, complete the registration process using the device information supplied with your installation and the current manufacturer prompts. If the device appears registered to another owner, contact support for the legitimate transfer process. Do not try to solve an ownership conflict by repeatedly registering or resetting it.
The official account portal is available through DroneMobile account access. Use that known destination for account work. Do not enter login details into a support link sent from an unverified source.
Confirm the asset profile
Choose a recognizable name and add a suitable photo if the app supports it. For similar vehicles, include a short internal unit identifier. For an XT, use the asset’s name rather than a generic label such as “Tracker 1.” Keep the label accurate whenever the device is reassigned.
DroneMobile’s setup guidance recommends distinguishing vehicles clearly and allows supported home-screen widgets to be arranged for the information you use most. A visible location widget can make routine checks easier. DroneMobile account setup
Complete a first-use check
- Confirm the device belongs to the correct account and asset.
- Review the active GPS service and any trial or prepaid end date.
- Obtain a location report and read its associated time.
- Compare the report with the asset’s known position in an area with ordinary reception.
- Make a short normal trip or authorized asset movement, then check the available reporting afterward.
- Configure one useful alert and verify its delivery using a normal, safe event.
- Confirm which other users, if any, have access to the asset.
- Record the support contact and, for XT, the charging responsibility and current mode.
Have a passenger perform any observation that would otherwise require handling a phone while driving. A simple first-use check should not involve deliberately triggering a collision sensor, speeding, or disabling the vehicle’s power.
Keep access working when changing phones
Before replacing a phone, verify that you know the correct login and can access the account’s recovery method. On the new phone, install the official app, sign in to the same account, and review notification permissions. Confirm the correct vehicles appear and obtain a location report.
If the account works through the official web portal but a new phone does not show the same information, note that difference before contacting support. Do not delete vehicles or cancel service as part of a phone setup attempt.
Use location requests and trip history
Know which information you are viewing
A location request asks for an available device location. A trip record summarizes recorded activity over a period. Breadcrumbs are position reports captured along the way. An event log records supported events, which may include information other than a location update.
These views answer different questions. A map showing a trip’s endpoint does not prove you have a point-by-point record of the drive. A security notification in an activity list does not necessarily contain a new GPS position.
Review a trip systematically
- Select the correct vehicle or asset.
- Open the trip, history, or activity area available for that device and plan.
- Choose the relevant date range and verify the displayed time context.
- Open the individual trip or event rather than relying only on the summary map.
- Check the start, end, recorded points, and any event details that are available.
- Compare the record with relevant known information, such as a service visit or a planned asset transfer.
- Save needed information before it passes beyond the account’s available history.
DroneMobile documents trip review with date filters and individual records. Its older trip-reporting article contains plan intervals from an earlier service lineup; check today’s account for current allowances instead of applying those older numbers. DroneMobile trip reporting
Understand gaps and reporting detail
A drawn line can connect separate recorded points. It is not necessarily a continuous trace of every turn or stop. Reporting configuration, power-saving operation, service availability, and the plan determine which information exists.
If a trip seems incomplete, examine the individual times before drawing a conclusion. A gap may mean no information was available for that period. Do not assume the system will reconstruct every missing point after service returns.
Changing a plan or setting now does not establish that more detailed historical data exists for a previous trip. Ask about the specific date and data already retained rather than purchasing a plan on the assumption it will recreate the past.
Use available live tracking with realistic expectations
Some supported configurations offer a live-tracking function. Check that the option is available for the selected device and understand any session or service limits shown before using it. XT documentation identifies live tracking as a supported feature, while also describing modes that conserve battery. Drone XT features
During a session, continue checking the age of the received reports. The name “live tracking” should not be read as a guarantee of uninterrupted, second-by-second position data. A session cannot overcome a device that lacks power or a usable connection.
End an optional intensive tracking session when it is no longer needed and confirm the intended operating mode afterward. For a portable tracker, account for additional activity when planning charging.
Save records you may need later
Use the account’s download or export function where it is available for the record you need. If that option is absent, preserve the relevant visible details and ask support about supported retrieval. Do not assume every screen provides a CSV, PDF, or complete raw-data export.
Keep the asset identity, date, report time, and relevant status together. Save original exports unchanged and use copies for annotations or summaries. A screenshot is useful context but may omit underlying points or other information available in the account.
Use a private destination for saved records. If another person needs the information, share the relevant period through an appropriate access method rather than giving them your main account password or exposing unrelated travel history.
Set up geofences and location alerts
Choose the event you want to know about
A geofence is a boundary around an area. It can be used for supported arrival or departure alerts. A point of interest, or POI, associates a location with supported ignition events. DroneMobile distinguishes crossing a geofence from turning an ignition on or off at a POI. Geofences and POIs
For an unwired portable asset, do not assume ignition-based features apply. A trailer can move without the tracker receiving the same vehicle information as an installed passenger-car system. Choose an alert that the actual configuration supports.
Create a useful geofence
- Open the geofence area in the app or official account portal.
- Choose the option to create a boundary and give it a clear name.
- Find the intended location on the map and inspect its position.
- Use the boundary shapes and controls available to your account.
- Select the intended vehicles or assets.
- Choose arrival, departure, or both where those choices are offered.
- Save, then reopen the boundary to confirm its position and assignments.
This follows DroneMobile’s published setup sequence. Screen locations can change with app updates; identify the geofence function rather than assuming the older guide’s menu placement still applies. Create a DroneMobile geofence
Leave room for ordinary position variation
A boundary placed directly against a parking space or building edge can be difficult to interpret if reported positions shift slightly. Choose a practical area that represents the property or operating zone you intend to monitor. Then verify its behavior under normal use.
For a shop or storage lot, check that the selected area includes the actual parking and access areas. A boundary centered on a street address may not cover the whole lot. For a large operating area, make sure the shape covers the intended territory without including unrelated areas by accident.
Test the boundary before relying on it
With an authorized driver or asset handler, arrange a normal departure and return. Observe the event afterward or have another person monitor it safely. Compare the actual movement, recorded time, and notification time. Reopen the settings if the alert applies to the wrong asset or event direction.
If the test is inconsistent, record the device, power mode, location, and what appeared in the event history. Do not keep shrinking the boundary to force a result. An alert that depends on received location reports may not identify the exact instant a physical line was crossed.
Keep boundaries current
Review geofences after changing parking locations, job sites, service schedules, or asset assignments. Remove obsolete boundaries and use names that tell you which location is involved. If a fleet alert no longer matters, change its assignment or notification configuration deliberately rather than silencing all tracking notifications on the phone.
Configure alerts that are useful to you
Start with device settings and phone permissions
DroneMobile’s current setup guide directs owners to Setup > Vehicles > Alerts. The available choices depend on hardware and installation. Select the intended vehicle before changing its alert settings. DroneMobile alert setup
Then check that your phone allows notifications from the app. Focus modes, notification schedules, and other phone settings may change how an alert is presented. An event appearing in the account while no phone notification appears is a useful observation for troubleshooting.
Match the alert to the installed system
Alert or status | What it can relate to | What to check before relying on it |
|---|---|---|
Geofence arrival or departure | A reported crossing of a configured boundary | Correct boundary, assigned asset, direction, GPS service, and notification settings |
Speed alert | A supported recorded speed exceeding a selected threshold | Correct units, threshold, device capability, and the context of the record |
Curfew or ignition alert | A supported ignition event within a configured time window | Correct ignition integration, time settings, schedule, and vehicle assignment |
Impact or other security event | Supported onboard sensors or a connected security system | Exact equipment, arming or alert state, sensitivity, and selected notifications |
External-power or voltage information | The monitored power input, where supported | Which supply is measured and the time of the reported reading |
XT battery information | The portable tracker’s internal battery | Report age, charging responsibility, operating mode, and recent activity |
XT environmental alert | Supported temperature, humidity, or light sensing | Selected setting, device placement, and what the reading actually represents |
DroneMobile describes configurable speed and curfew alerts, while the XT product information lists environmental sensors. Availability still depends on the actual device and configuration. DroneMobile tracking features Drone XT sensors
Review the meaning of security controls
If an XT or tracking-only system shows an arm, disarm, or geofence-related control, learn what that action changes for the installed tracker. Do not assume the word “arm” means the vehicle doors locked or a siren alarm became active. Likewise, a tracker alert setting does not establish that a separate immobilizer has changed state.
For an X2 or X2MAX connected to compatible Compustar equipment, use Car Alarm Owner Support and Remote Start Owner Support for the installed control functions. Check the actual system response rather than relying only on a button animation in the phone app.
Adjust one setting at a time
If alerts are too frequent, save a few examples and identify their type first. A motion or boundary event needs a different review from an impact-sensor event. Note the original setting, make the instructed change, and compare similar conditions before changing another item.
Choose thresholds that match the purpose of the alert. Avoid turning off every alert to solve a nuisance notification. That can make a real event harder to notice later.
Understand schedules and suppressed alerts
If the XT or current app configuration offers snooze, cooldown, or scheduled-alert options, check them when expected notifications do not arrive. Read the specific option description before enabling it. A setting that suppresses repeat notifications is not necessarily the same as changing location reporting or putting the tracker to sleep.
Drone’s XT support material identifies cooldown and snooze scheduling as features intended to limit alert activity. Use the current model guide for the exact setting behavior and available intervals. Drone XT cooldown guidance
Keep security notifications useful by assigning a person who will review them. Receiving an alert does not automatically notify Kickin’ Customs, dispatch police, or begin a recovery response.
Understand power and operation for your model
Drone X2
The X2 is an installed LTE and GPS module. Your configuration may provide standalone tracking or connected functions through compatible equipment. Use the installation record to identify which applies. Drone X2 operation
For routine checks: Obtain a location report while the vehicle is in normal use, then check the intended tracking behavior after parking. Record any differences. If the system stops reporting after battery service, an extended storage period, or other electrical work, tell us when it last worked.
For a power concern: Do not unplug the module, change a fuse, or alter wiring to test it. An installed module should be inspected using the actual wiring arrangement. If the vehicle has its own battery or starting problem, address that condition as well rather than treating every symptom as an app issue.
Before vehicle storage: Ask us to review your expected tracking needs and power arrangement. A vehicle that sits for a long period should have an appropriate battery-maintenance plan. Do not assume a tracking subscription keeps hardware operating when its power supply is unavailable.
Drone X2MAX
The X2MAX adds security capability to the installed LTE/GPS role. Its approved shop positioning includes built-in security sensors and backup power. Which alerts are available and how they are used depend on the installed configuration. The backup battery supports the module; it is not a vehicle starting battery.
For an alert concern: Note the exact event type, its time, whether the vehicle was parked or being serviced, and which notifications were enabled. A sensor event can prompt a check, but it does not by itself establish that a theft occurred.
For a power interruption: Treat backup operation as limited. Do not unplug vehicle power to test its duration. If the system reports a power event, preserve the notification and ask us to review the installation and vehicle supply. A backup battery does not guarantee that every connected control or accessory continues operating.
After service: Verify a new location report and any normally supported status information. If the vehicle’s power is restored but reporting remains abnormal, provide the last report time and service details. Avoid repeated resets, which may remove useful configuration context without resolving the cause.
Drone XT
The XT is a rechargeable LTE/GPS tracker used for approved vehicles and assets. It has a magnetic case and can also use a supported external-power configuration. Keep a record of whether your unit is operating from its internal battery or an installed external supply. Drone XT hardware
For routine checks: Confirm the correct asset label, the time of the last report, and the available battery information. If someone removed the unit for charging, confirm it was returned to the intended asset. Tracking the device at a charging location is different from tracking the asset it normally accompanies.
For an external-power installation: Know who installed the power connection and what behavior was demonstrated. External wiring and ignition-related configuration should be reviewed by the installer. Do not substitute a generic vehicle cable merely because its connector fits.
For the manufacturer’s current operating instructions, use the Drone XT user guide.
XT power saving changes availability
Drone describes Energy-Saving and Deep Sleep modes, with configurable movement waking. These modes reduce activity and affect how the device responds while idle. Check the selected mode and wake configuration before expecting immediate access to a stationary tracker. Drone XT power modes
XT operating situation | Owner check | Practical implication |
|---|---|---|
Portable unit in regular use | Battery information, last report time, recent movement, and selected mode | Build a charging routine from actual use rather than an advertised maximum |
Energy-Saving mode selected | Current mode description and supported wake behavior | The device is managing power; do not assume it reports like an always-active hardwired system |
Deep Sleep selected | How the current configuration wakes and resumes reporting | An old location may remain visible while the device is inactive |
External power installed | Expected charging and operating behavior for that installation | A cable connection alone does not prove the battery is charging or the ignition input is correct |
Intensive tracking or frequent alerts | Recent activity compared with normal use | Review battery condition sooner and end optional intensive operation when finished |
Before leaving an asset for an extended period, ask us to demonstrate the mode, the supported wake process, and a successful report afterward. Do not improvise button holds or assume sending repeated requests will wake every configuration. The exact XT control procedure should match the current manufacturer guide and firmware.
Charge and return a portable XT deliberately
- Note which asset the unit belongs to and the current operating mode.
- Bring it to a suitable location for charging using the method supplied or approved for the device.
- Check that the connector and device are dry and undamaged before connecting power.
- Use the manufacturer-approved cable and power source. Do not alter wiring or open the housing.
- Confirm the charging indication or status described for your unit. Check for progress rather than assuming that a connected cable is charging.
- Complete charging according to the manufacturer instructions and restore any required connector protection.
- Return the tracker to its assigned asset using the demonstrated mounting method.
- Verify its operating mode and obtain a report under the normal supported conditions.
If the unit has been removed from the asset, plan around that interruption in asset tracking. A phone reminder can help the responsible person return it after charging, but the physical return and a successful check are what matter.
Use actual battery performance to plan charging
Record the starting battery indication and the next check under your normal use. Note whether the unit moved frequently, sent many alerts, used intensive tracking, or spent time in poor reception. Compare similar conditions rather than judging the battery from one unusually active day.
An advertised maximum standby time is not a dependable charging schedule for every asset. Temperature, configuration, activity, and reception can change the result. Avoid leaving the first check until the end of a long storage period.
If the device repeatedly reports a fault, does not show charging progress, or becomes damaged, contact us. Do not continue charging a device that appears swollen, leaking, or physically compromised. Follow the manufacturer’s handling instructions for the actual product.
Choose a suitable mounting arrangement
Use the placement and retention method reviewed for the asset. A magnetic case does not make every metal surface a suitable mounting point. The device must remain secure through normal use without interfering with moving parts, servicing, or occupants.
Do not move a working unit into an enclosed metal space and assume reception will remain the same. After any placement change, perform a normal report check. For boats or exposed equipment, have the actual mounting environment and connector protection reviewed rather than treating water resistance as permission for continuous immersion or pressure washing.
Keep detailed installation locations private. If an XT must be moved between assets, update its label and asset register, review any old geofence assignments, and confirm the new association before relying on reports.
Respond to a suspected theft or unexpected movement
Contact the appropriate authorities
If you believe a vehicle or asset has been stolen, contact police. If someone is in immediate danger or a crime is in progress, use the appropriate emergency number. Provide the vehicle or asset description, identifying information, and the location information you have, including its report time.
NHTSA advises stolen-vehicle owners to contact police, keep the report or case information, and notify their insurer. Follow the instructions given for your situation. NHTSA vehicle theft guidance
Preserve the information as it appears
Save the relevant map view, report time, event details, and any supported history export. Include the selected asset name so the record can be matched correctly. If the app later receives another report, preserve that separately rather than replacing the earlier record.
Record both the event time and the time a notification arrived if they differ. Avoid changing account ownership, deleting the device, canceling service, or resetting settings while those actions could interrupt access to useful information.
Share reports with clear time context
Tell the responding authority whether the pin is a recent report, an older location, or a point you have been unable to refresh. Do not describe an old report as a confirmed current position. If a portable tracker could have been removed from the asset, explain that possibility.
Provide updates through the method requested by the responding authority. Do not post live location information, account credentials, or the suspected location publicly. Do not pursue the asset or confront someone based on a report.
Understand the role of the tracker and the shop
Tracking information can assist an investigation or recovery effort. It does not guarantee recovery, prevent movement, or automatically dispatch responders. A tracker is also different from a siren alarm or an immobilizer.
Kickin’ Customs can help with installed-system questions during shop hours. Our support form is not monitored as an emergency dispatch channel. If the app is unresponsive during an incident, use official DroneMobile support as appropriate while continuing to work with the responding authority.
Review the system after the incident
Preserve needed records before any inspection or reconfiguration. If the asset is recovered, arrange a review of the tracker, its power source, mounting, and account access. Confirm normal reporting afterward and address any lost credentials, shared access, or damaged components.
Troubleshoot by what you are seeing
The map still shows an old location
Check: Confirm the correct tracker and the time associated with its last location. Note whether the asset has moved, whether the unit has power, and whether an XT is in a power-saving mode. Check the active GPS service.
Try: Request one update and allow it to finish. Read the resulting time and message. If the asset is accessible, compare reporting under normal operating conditions in a suitable reception area without handling the phone while driving.
Contact us when: No fresh report appears despite normal use, or the change began after a service visit or power issue. Include the last successful report time and the device model.
The device is offline or a location request times out
Check: Determine whether your phone has internet and whether other devices in the account respond. Note the location, device power arrangement, XT mode if applicable, and any displayed service issue.
Try: Check the official DroneMobile service-status page. If the account portal is available, compare its result with the phone app. Avoid repeated requests or resets while a service interruption is being investigated.
Contact us when: The same device remains unavailable while other account functions work, or it fails in several normal locations. Tell us whether it ever reconnects and what changed before the problem began.
The pin is beside the vehicle or moves while it is parked
Check: Read the location time and consider whether the vehicle is in a garage, under substantial cover, or near large buildings. Verify that you are looking at the tracker marker rather than the phone marker.
Try: Compare several reports after normal operation in an open area. Keep screenshots with their times if the difference is significant. GPS.gov identifies blockage and reflected signals among the factors affecting receiver accuracy. GPS accuracy guidance
Contact us when: The position remains substantially wrong in ordinary conditions. Do not conclude that a nearby building or person possesses the asset based on an imprecise point.
I cannot find the tracker in my account
Check: Confirm the login used at installation, the selected household or account context, and whether access came through another owner’s invitation. Determine whether a second account was recently created.
Try: Sign in through the official account portal using the correct existing account. Ask the account owner to review your vehicle assignment if you are a shared user. For new hardware, use the supplied registration information.
Contact us when: The installation is complete but the correct account still has no device, or the unit reports that it belongs to someone else. Do not remove other vehicles or bypass the legitimate ownership process.
Remote controls work but GPS tracking does not
Check: Review the plan assigned to that specific device. Basic in the published Control + Tracking lineup does not provide GPS tracking. Confirm that you are not confusing active control service with the location service you intended.
Try: Compare the active plan with the quoted service and the current account description. Note whether a trial recently ended or billing changed. Ask about the appropriate plan before replacing hardware.
Contact us when: A confirmed GPS-enabled service still lacks the expected location function. Have the device model, current plan name, and exact message available. Do not send payment-card information through the shop support form.
A geofence alert does not arrive
Check: Reopen the saved boundary and confirm its location, assigned asset, and arrival or departure selection. Check supported service, device report times, alert settings, and phone notifications.
Try: Arrange one normal authorized departure or arrival and compare the actual movement with the event history. If the event appears in the account but not on the phone, focus on delivery and phone settings before redrawing the boundary.
Contact us when: The saved boundary and assignments are correct but repeated normal tests do not behave as expected. Supply the boundary name, approximate event time, device model, and whether the asset was actively reporting.
Geofence alerts repeat while the asset is parked
Check: Look at the reported points and whether the boundary is very close to the asset’s parking position. Confirm you have not assigned overlapping or duplicate rules that produce similar alerts.
Try: Review the area covered by the boundary and allow a practical margin for normal position variation. Make one documented adjustment and compare similar conditions. Keep a few representative records for support.
Contact us when: Alerts remain excessive or reported positions vary substantially in normal conditions. Avoid silencing every notification to address a problem limited to one boundary or device.
Speed or curfew alerts appear to be wrong
Check: Verify the selected vehicle, threshold, MPH or km/h units, schedule, and displayed time context. For curfew, confirm the installation supplies the intended ignition information. Review the underlying event rather than the notification headline alone.
Try: Compare the event with the vehicle’s known use and normal schedule. Correct the intended setting and observe ordinary operation. Do not speed or create an unsafe event to test an alert.
Contact us when: Supported events remain inconsistent. Preserve the record and configuration details. A single tracker reading should be reviewed before being treated as a definitive account of driver behavior.
Trip history is missing or less detailed than expected
Check: Select the correct asset, date range, and available history view. Review the current plan and what was active during the period in question. Note any power interruption, sleep mode, or loss of reporting.
Try: Open individual records and compare their times. Check whether the account contains only start and end information, periodic points, or additional event detail. Expand the date range if a trip crossed midnight or a time-zone change.
Contact us when: Information expected under the active configuration remains absent. State the dates and what data is missing. Do not assume an upgrade now will recreate records that were never captured.
Notifications are delayed or do not appear on one phone
Check: Compare event time with notification time. Review the phone’s app permissions, focus settings, internet connection, and the selected account. Check whether another authorized user receives the same event.
Try: Open the activity record directly. If the event exists there, preserve it and identify which phone did not show it. Recheck the app’s notification permission on that phone after any operating-system change.
Contact us when: Delays are persistent or affect all intended recipients. Tell us whether the device’s actual reports are also delayed. Changing sensor settings will not necessarily fix a phone-specific notification issue.
The XT does not respond after being left stationary
Check: Identify the selected power-saving mode, wake configuration, report time, and last known battery condition. Confirm that the tracker is still attached to the intended asset.
Try: Use the wake process demonstrated for that XT and confirmed by its current instructions. Once normal operation resumes, check for a fresh report. Do not improvise reset-button holds or assume an old map position proves the device is awake.
Contact us when: You cannot identify the mode, the approved wake process does not work, or the unit repeatedly remains unavailable after normal use. Describe its charging history and how long it was stationary.
The XT battery runs down sooner than expected
Check: Compare the current mode, movement, alert activity, intensive tracking use, reception, and temperature with previous use. Read the time of the battery report and confirm the unit completed its last charge.
Try: Record battery status at the start and end of a normal interval. End optional intensive tracking when finished and review unnecessary alert activity without disabling needed coverage. Base the next charge on observed use.
Contact us when: Runtime changes sharply under similar conditions or the device repeatedly fails to complete a normal operating period. Advertised standby figures are not a diagnosis of your unit’s condition.
The XT does not appear to charge
Check: Confirm the approved cable and power source, the accessible connector condition, and the charging indication described for the device. Look for damage or moisture without opening the housing.
Try: At a suitable charging location, follow the supplied method and check for progress. If an installed external-power connection is involved, record when charging is expected and what status appears. Let the installer check the wiring.
Contact us when: Charging does not progress with the correct equipment, or the device shows a fault. Stop using damaged charging equipment and do not charge a visibly compromised tracker.
A power or voltage alert appeared on an installed tracker
Check: Identify whether the alert refers to external power, vehicle voltage, or a device battery. Note the report time and whether the vehicle was being serviced, stored, or experiencing a battery problem.
Try: Preserve the message and compare it with the vehicle’s actual condition. If vehicle power has been restored, check for a new normal report. Keep any X2MAX backup operation separate from the condition of the primary vehicle supply.
Contact us when: Alerts recur, reporting stops, or other electrical symptoms are present. Do not disconnect the battery or module to reproduce the event. A proper inspection should match the installation.
An impact or security alert occurs during normal use
Check: Record the exact event type, time, and circumstances. Note service work, loading, towing, transport, or vibration that may explain the event. Confirm the tracker’s alert state and installed security equipment.
Try: Save representative examples and ask us to review the appropriate setting. Make one instructed change at a time. If an event suggests an immediate concern, assess the situation safely rather than assuming every alert is a false alarm.
Contact us when: Events are frequent, unexplained, or differ from the demonstrated operation. Do not disable all security notifications or deliberately strike the vehicle to test a sensor.
Shared users see different vehicles or functions
Check: Confirm the invitation recipient, whether it was accepted, the account each person used, and the owner’s vehicle assignments. Check the actual permissions available in the current interface.
Try: Have the account owner review the intended sharing arrangement. Test access to the correct asset after any change. Keep location access and connected-control permissions distinct.
Contact us when: The intended authorized user still cannot access the asset or receives unintended access. Do not resolve the issue by sharing the owner’s password. If ownership or authorization is disputed, resolve that before granting access.
Tracking changed after vehicle service or a battery replacement
Check: Note the date and work performed, including battery service, windshield work, interior work, or moving an accessible tracker. Identify the last successful report before the visit.
Try: Verify the account and active service, then request a report during normal use. For an XT, confirm that the unit was returned to the correct asset and the expected power arrangement was restored.
Contact us when: Reporting remains unavailable, a power warning appears, or the device behaves differently from before the service. Have the service history ready. Avoid opening trim or moving the installed module yourself.
Several fleet devices stop reporting at once
Check: Determine whether the affected units share an account, billing change, location, device type, administrator change, or operating pattern. Compare their last report times rather than only their map positions.
Try: Check official service status and compare the app with the account portal. Identify one representative affected device and one working device, if available. Record the difference before requesting changes across the fleet.
Contact us when: The issue persists or appears linked to installation or account configuration. Provide the affected unit names and common timing. Avoid mass resets, bulk control commands, or account deletions as a first troubleshooting step.
The tracker is assigned to the wrong asset after being moved
Check: Confirm which physical unit was moved and which account entry belongs to it. Keep device identifiers private while verifying the match. Note when the move occurred so earlier history can be interpreted correctly.
Try: Update the asset label and register through the supported account process. Review geofences, alerts, and authorized users that may still reflect the old assignment. Obtain a new report from the intended asset.
Contact us when: The unit cannot be matched confidently or ownership must transfer between accounts. Renaming a tracker does not change where it was physically located during earlier records.
I need old records or must change account ownership
Check: Identify the required asset, dates, account owner, and information still visible. If a sale or transfer is planned, save needed records before deleting anything or changing service.
Try: Use supported export or retrieval options where available. For a transfer, follow DroneMobile’s legitimate account process and review recurring service separately. Keep only the access appropriate to the new arrangement.
Contact us when: You cannot retrieve needed information, the device remains assigned to a previous owner, or the correct transfer process is unclear. Do not assume a factory reset transfers ownership, cancels billing, or preserves history.
Keep the setup current
After an app or device update
An app update changes the phone software. Device firmware is a separate component. Follow the manufacturer or support instructions for your exact tracker before attempting a device update, and use the prescribed power arrangement throughout the process.
After a completed update, check account access, the selected asset, a new location report, and the alerts you rely on. For an XT, confirm the intended power-saving configuration. Record the version shown if a problem starts afterward.
Do not use X2, X2MAX, XT, or XC2 reset and update instructions interchangeably. If the procedure names a different model or you are unsure which device you have, identify it before making the change.
Before long storage or a long trip
Review the device’s power arrangement, active service, intended operating region, and the people who will respond to meaningful alerts. For a portable XT, set a charging and inspection responsibility based on actual battery use. For an installed system, review the vehicle’s battery-maintenance needs.
Confirm a successful report before leaving the asset and check that its mode suits the expected use. The longest standby setting may not provide the response or reporting detail you want. Make that choice before the asset becomes difficult to access.
Before selling or transferring an asset
Save necessary records, identify whether the tracker is staying with the asset, and arrange the supported account transfer or removal. Review shared users, geofence assignments, and recurring services separately. Give the new owner only the access and equipment included in the agreed transfer.
Afterward, confirm that the former owner no longer has unintended access and the new owner can use the intended system. If the device remains yours and moves to another asset, update its label and configuration accordingly.
Get help from Kickin’ Customs
Tell us what is happening and what still works
Call 617-431-6858 or use the support form below for installation, device operation, power, or configuration questions. Kickin’ Customs is in Raynham, Massachusetts. Shop hours are Monday through Friday, 9:00 AM to 6:00 PM.
Have the vehicle year, make, and model or the asset description, the tracker model if known, and the time of its last successful report. Include the exact error or alert and whether the issue affects one device, several devices, one phone, or all authorized users.
Tell us about recent service work, account changes, phone changes, charging, or moving the tracker. Those details help us choose the next check. If records need to be preserved, say that before any reset or account change is considered.
For billing, login recovery, or account-transfer issues, the account owner may also need DroneMobile support. We can help identify the installation and explain which part of the system needs attention.
Get Help With Your GPS Tracker
Tell us which device you have, what the app is showing, and when it last reported successfully. Include a callback number so we can follow up about your setup.
Request GPS Tracker SupportDo not include passwords, authentication codes, payment details, or private live-location links. For suspected theft or an immediate safety concern, contact the appropriate authorities; this form is not an emergency response channel.
Related GPS and security help
Use GPS Tracking Product Guides and GPS Tracking FAQs for feature explanations and system selection. Use Fleet GPS Tracking for planning additional vehicles or assets and GPS Tracking Packages & Pricing for the current offer structure.
For coverage questions, visit GPS Tracking Warranty and contact us with the product and installation details. This owner guide does not create a new warranty, service term, or recovery guarantee.
If your system also includes an alarm, remote start, dashcam, or immobilizer, use that service’s owner-support page for its operating instructions. The GPS account alone does not establish how those separate products are configured.
Request GPS Tracker Support
Start with your support details, then continue to our contact form to send your request. Nothing is submitted until you send the contact form.
Do not include passwords, security PINs, recovery or pairing codes, owner-card images, or concealed equipment details.
Send your support request
Your support details are included in the contact form notes. Complete the contact information and use the form’s submit button to send the request.
The contact form will show the result after you submit. This form does not provide emergency assistance.
Open the contact form in a new tab
Review your support details
Call 617-431-6858 • Monday through Friday, 9 AM to 6 PM. For an immediate threat, suspected theft, or unsafe vehicle, contact the appropriate authorities or assistance. This is not an emergency response channel.