Help, Support and FAQs
Help & Support
For assistance, please contact the Ground Control Customer Success team.
- USA +1 800 931 5559
- UK +44 (0) 23 8000 3888 or +44 (0) 1452 751 940
- EMAIL: [email protected]
It would greatly help us if you provided the following information:
- Name and contact number
- Serial number of the Device (see serial number label)
- Symptoms of the fault
- History of action taken to attempt to rectify the fault
Please remember that the more information you can give us, the better we’ll be able to help you. A simple ‘it doesn’t work’ isn’t enough - please be as descriptive as you can, and we can then get you up and running again as quickly as possible.
How do I update my tracker's firmware?
You can update your device's firmware using the RockCONNECT app.
See The CONNECT app docs for more information on how to do so.
Can I replace the battery in my tracker?
The battery in your device should maintain its ability to charge to at least 90% of capacity through 1000 charge cycles. This means that if you charged the unit every day (unlikely) the battery would need to be replaced every 3 years. If you charged the device once a week, it would need the battery replacing once every 10 years.
Realistically, you do not need to worry about replacing the battery - but keep in mind it's not user-replaceable; it can only be replaced by your device service provider.
How should I clean my tracker?
To clean your device, unplug all cables and turn off/disable it. Then use a soft, slightly damp cloth to remove any dirt and grime.
Do not use alcohol or abrasive substances to clean your device.
Updated 7 months ago