Frequently Asked Questions

Pre-sales Questions

A. Trakm8 Prime is a product from Trakm8, a world leader in vehicle telematics with over a million units shipped to date. We are quoted on the London Stock Exchange so you can rest assured that you are dealing with one of the largest, most secure and reputable telematics providers around.

Award Winning Vehicle Tracking | Trakm8 Prime
A. The Trakm8 Prime plug and play box is one of the world's smallest on-board diagnostics port (OBD) devices that simply plugs into your vehicles OBDII port. It's easy to find under the dashboard - you can use our simple checker here. It configures itself to your vehicle and provides a wealth of information. This includes GPS tracking and driver behaviour and if your vehicle is compatible it can also provide odometer, fuel levels, mpg, battery health and fault codes. Some of the UK’s leading insurers and breakdown companies use our box to provide services to their customers so you can be sure it is tried and tested. We have a wide range of other options if your vehicle is not compatible with our OBD device.
A. If your vehicle is not compatible with our self-fit device, we offer a hard-wired option. Select this option when ordering. Installation of the hard-wired option costs £75 + VAT per vehicle, we will contact you within 48 hours to arrange installation. If your vehicle isn't compatible with OBDII, if it’s an HGV for example, or if you’d like to connect to other vehicle systems or add accessories then we offer a wide range of solutions. Contact us on 0330 333 4120 or take a look at www.trakm8.com.
A. Trakm8 Prime is suitable for one or hundreds of vehicles.
A. You can check whether your vehicles are compatible with Trakm8 Prime by using our on-board diagnostics port (OBD) checker here. If your vehicle is not compatible with our self-fit device, we offer a hard-wired option. Select this option when ordering. Installation of the hard-wired option costs £75 + VAT per vehicle, we will contact you within 48 hours to arrange installation.
A. You install the Trakm8 Prime device into your vehicles, then simply log-on to the Prime Portal or use the Prime App to register and activate the units. After that, you can keep track of your vehicles and view their data.
A. Check out our current prices here
A. No, you are renting the Hardware and it remains the property of Trakm8. You need to look after the units and return them to us at the end of your contract.
A. No, it is provided to you on a rental basis. You will be responsible for looking after the Hardware once it is delivered to you and you will only be charged for the Hardware if it is lost, damaged, or not returned to us at the end of the Rental Period. Please note that in order to keep our transaction costs as low as possible, we do charge for monthly subscriptions quarterly in advance.
A. No, all our systems include a SIM card and all monthly data costs.
A. It’s up to you. You can sign up for a free trial, a month by month contract or, if you prefer, you can take an annual contract. Our monthly contract has a minimum term of twelve months and in order to minimise transaction costs, we charge quarterly in advance.
A. Yes.

Trakm8 Prime If you order 11 - 49 Trakm8 Prime subscriptions, your monthly charge will be £11.99 per vehicle plus VAT (or £131.89 per vehicle plus VAT if paid annually). If you order 50 - 99 Trakm8 Prime subscriptions, your monthly charge will be £10.99 per vehicle plus VAT (or £120.99 per vehicle plus VAT if paid annually). If you order 100 - 250 Trakm8 Prime subscriptions, your monthly charge will be £8.99 per vehicle plus VAT (or £98.89 per vehicle plus VAT if paid annually).

Trakm8 Prime Protect If you order 11 - 49 Trakm8 Prime Protect subscriptions, your monthly charge will be £22.99 per vehicle plus VAT (or £251.88 per vehicle plus VAT if paid annually). If you order 50 - 99 Trakm8 Prime Protect subscriptions, your monthly charge will be £21.99 per vehicle plus VAT (or £239.88 per vehicle plus VAT if paid annually). If you order 100 - 250 Trakm8 Prime Protect subscriptions, your monthly charge will be £19.99 per vehicle plus VAT (or £219.90 per vehicle plus VAT if paid annually).

Please note that charges are billed either quarterly or annually in advance. If you would like to order more than 250+ subscriptions, please contact us at sales@trakm8prime.com for a bespoke quotation.
A. Payment can be made by credit or debit cards. We accept Visa, Mastercard and Visa Debit. In order to minimise these transaction costs we charge quarterly in advance for monthly subscriptions.
A. If you place an order before 2pm on a working day, you will receive the device on the next working day. Orders placed after 2pm will be processed on the next working day, with delivery on the following working day.
A. No problem, as long as they stay within the European Union (Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and the UK) then they will continue to work.
A. If you're an existing customer, you can easily add more devices to your existing Trakm8 Prime subscription by clicking here: Add more devices.
A. This shouldn’t be an issue. Although it may be worth telling the garage that you have a device plugged into the OBD port as they may want to remove it to connect a diagnostics scanning tool. Ensure that the garage plug your Trakm8 Prime Device back in after your service.
A. If the device is removed, you can be notified in your Alert Inbox or via email. To set up alerts for device removal, tick the ‘power loss alert’ box in Alert Settings and select how you wish to be notified. Alternatively, if you would like your units hard-wired to your vehicle, please select the hard-wired option when completing your order. If you are an existing customer and wish to have your unit hard wired to the vehicle, please contact our support team on 0330 333 4121.

Dash Cams

A. Our cameras are really easy to install. Simply fit the camera to the windscreen behind the rear view mirror, plug it into your cigarette lighter (12v socket) and ensure any cabling is tucked away around the edge of the windscreen. Detailed installation instructions can be found in the guide that comes with your camera.
A. If you are experiencing problems with your dash cam – not to worry! Simply give us a call on 0330 333 4121, or email support@trakm8prime.com. If we can’t advise you on how to resolve an issue, and subject to our terms and conditions, we will be more than happy to repair or replace your camera.
A. Like the Trakm8 Prime Device, your dashboard camera is obtained through a monthly rental subscription. For your monthly subscription fee, you have full access to the Prime Portal, the Prime mobile app and a crucial tool to protect yourself from false claims and motor insurance fraud.
A. To ensure your camera works to its best ability, we always recommend running a full format of your SD card every 6 weeks maximum. For optimum camera performance and due to the high number of counterfeit and poor quality SD cards available on the market, we only recommend Team branded SD cards.

Getting Started

A. IMPORTANT: To set up your Trakm8 Prime device you need to activate it following the instructions in your welcome email or in the 'Getting Started' guide included with your device. Your welcome email was sent when you purchased your device(s). To be able to activate your account with the Prime Portal (portal.trakm8prime.com), you will need the details of the IMEI number (the 15 digit number printed on the device label) and your vehicle registration number. For more details on how to complete the set-up of your device, please view our ‘How to’ video here: https://www.youtube.com/watch?v=RD-FvIBaE5s
A. You can use our OBD port locator here. If you require any help then please call our support team on 0330 333 4121.
A. No, you should ensure that you have the ignition off when you connect the device to your vehicle’s OBD connector.
A. Once you have bought your Trakm8 Prime device(s) you will be automatically activated for use on the Prime Portal. Once you have received your device(s), simply go to portal.trakm8prime.com and you’re ready to login with Trakm8 Prime.
A. You can download the Prime app from the App Store for iOS devices and from the Google Play Store for Android devices.

Apple App Store | Trakm8 Prime Google Play Store | Trakm8 Prime
A. You must check that the vehicle you are transferring the Trakm8 Prime unit to is compatible by using our compatible checker here. You should not use the device in any vehicle if it is not compatible. Please contact our support team on 0330 333 4121.
A. To ensure driver behaviour scores fairly and accurately represent real-world driver behaviour, the Trakm8 Prime system does not calculate scores for journeys under 5 miles. On journeys that don’t exceed this distance, we are not able to collect enough data to provide an overall score however you can still view poor individual driving behaviour events by clicking on the journey’s snail trail.

Troubleshooting

A. If there is a problem with the Trakm8 Prime device or your Prime Portal / App access, please call our support team on 0330 333 4121, or email support@trakm8prime.com. If there is a problem with the device that we cannot fix, we will organise a replacement device for you.
A. Your Trakm8 Prime device goes live once you have registered it on the Prime Portal, you will need to drive for five miles or more for the device to start collecting data. Journey data will be displayed from your next journey onwards. If you have driven your vehicle since registering on the Prime Portal and you cannot see any data, then the device may not be fully plugged into the car’s OBD port – please check this first. If you still experience difficulties please call our support team on 0330 333 4121 as they will be able to advise you on what to do next.
A. Your Trakm8 Prime device relies upon GPS to determine vehicle location. Location accuracy is subject to GPS accuracy, which means that it could take minutes for a first-time position to be available and it may not work inside garages or in other such structures.
A. If you forget your password, please click here
A. Should you wish to cancel your trial subscription to Trakm8 Prime you can do so within our 30-day no-risk cancellation period. Simply contact our support team on 0330 333 4121 and we will be happy to cancel your service, take back your device(s) and you will not be charged.
A. In the first instance please call our support team by calling 0330 333 4121 who will be happy to assist you. Alternatively, please send your complaint to support@trakm8prime.com.

Data

A. Once the device is installed, data will be sent from your vehicle to our secure servers in order to analyse your vehicle or fleet. This information includes harsh braking, heavy acceleration, sharp cornering, excessive revving, as well as GPS tracking to provide location along with distance and route travelled. This information will be used to build up a profile of how, where and when your vehicles are being driven. We also monitor vehicle fault codes and battery state of charge, to enable our vehicle health alerts. We are an ISO 27001 company and will never pass your personal data to third parties.
A. We will analyse the data we collect to build a picture of your fleet’s health as well as the driving behaviour of the vehicle users. We will process any personal data we collect in accordance with the Data Protection Act 1998. For more details, please refer to the Terms & Conditions.
A. We adhere to the highest levels of security when transferring driving data between all relevant parties. We ensure that all Trakm8 Prime customers enjoy the same level of data security as any of our major fleet partners. For more details, please refer to the Terms & Conditions.

Driving Scores

A. The overall percentage score is a measure of efficiency and safety. It is representative of how your employees perform and is calculated by the average number of harsh driving events that were recorded per 100km for the chosen timescale. A higher percentage score indicates that your fleet is performing well. A lower score indicates that driver style could be improved.
A. If you have not actually driven 100km during your chosen timescale, then we will use the average for the actual distance you have driven and convert this to a representative average per 100km.
A. Drivers can improve their scores by driving sensibly, in accordance with the conditions of the road. Factors that reduce driver score include harsh braking, heavy acceleration, sharp cornering, excessive revving, and prolonged engine idling. Trakm8 Prime breaks it down, giving your fleet a score for each separate aspect of driving. This can help you to best understand the areas for improvement.

Diagnostic Codes

A. Call our technical team on 0330 333 4121 and a member of our team will advise you.
A. Vehicles can occasionally report a pre-fault code. The vehicle system can then decide to make a number of checks to verify the fault before turning on the dashboard warning light. If you receive a notification from Trakm8 Prime about a vehicle fault, we suggest that you verify with the driver if the dashboard light is illuminating first before taking any action. These pre-warnings are just that, they are there to alert you that a possible problem has been detected that may require action but it may not always lead to an issue requiring the vehicle to be inspected at your dealer. If you do get an alert from Trakm8 Prime that is not showing on your dashboard, please monitor carefully for the next few days and contact your dealer if the dashboard light does come on.

Battery Health

A. The Trakm8 Prime device is monitoring each vehicle’s battery voltage and recovery time after an engine start up. Trakm8 Prime analyses the entire electrical system of your vehicle to calculate a Battery Health status. If we consider your battery to be in good condition you will see a green ring.
A. We've checked your vehicle's battery and the voltage looks low. This may be caused by a light being left on or a door not being fully closed. This could also be caused by the vehicle being used for lots of short journeys. The battery can normally be re-charged by the vehicle during a 45-minute drive; beyond that you don’t need to take any action.
A. We've checked your vehicle’s battery and it looks like it may be failing. You may have a problem starting the vehicle in the near future. You should have your battery/charging system checked professionally as soon as possible.
A. Don’t worry, the engine will need to be cycled a couple of times so it may take a couple of days before the app will update.
A. No, unfortunately battery health is currently unavailable for these vehicles.

Removing the Device

A. Ensure your vehicle ignition is turned off. If possible, support the car OBD connector housing and gently wiggle the device as you pull straight out and away from the vehicle connector. Note that the device is designed for a snug fit and may require a strong pull to fully remove it.
A. We recommend that you disconnect the device prior to putting your vehicle in for a service. Store it in a safe location so you can reinstall it later, following the installation procedure.

Important Documents

A. You can view our Terms and Conditions here
A. The Prime Portal User Guide is currently being updated. You can also request copies (once it has been updated) by emailing support@trakm8prime.com or by calling our support team on 0330 333 4121.

Returning the Device

A. You just return the Trakm8 Prime unit before the end of your trial and there will be no charge. To return your device, visit https://buy.trakm8.com/prime/rma and complete the form to receive your RMA number. Please make sure you maintain proof of postage in case we do not receive the unit. If we do not receive the unit back then we will start to take payments for it within 14 days of the trial end.
A. If you need to return your device(s) please send them back to us, ensuring that you maintain proof of postage in case we do not receive the unit. To return your device, visit https://buy.trakm8.com/prime/rma and complete the form to receive your RMA number. Please tell us why you are returning your device, so we can process the return properly. If devices are received as damaged we may charge you for the equipment You should use the original device packaging wherever possible. If you have any questions please contact us by emailing support@trakm8prime.com or by calling 0330 333 4121.
A. If you are asked to return your device(s) please send them back to us, ensuring that you maintain proof of postage in case we do not receive the unit. To return your device, visit https://buy.trakm8.com/prime/rma and complete the form to receive your RMA number. Please note that if devices are received as damaged we may charge you for the equipment. You should use the original device packaging wherever possible. If you have any questions please contact us by emailing support@trakm8prime.com or by calling 0330 333 4121.

Trakm8 Prime Device Specifications

Prime Device Measurements | Trakm8 Prime

Size

46mm x 24mm x 19mm

Weight

40g

Connection

GPRS & Bluetooth

Supply Voltage

6V - 30V