Support & Help Centre

Our support team is available to assist you with any questions about DriveCore vehicle tracking, your account, billing, or technical issues. We aim to provide clear, helpful responses as quickly as possible.

Standard Support (All Plans)

Our support team operates during UK business hours:

• Monday–Friday: 9:00 AM – 6:00 PM (GMT/BST)
• Saturday: 10:00 AM – 2:00 PM (GMT/BST)
• Sunday & Bank Holidays: Closed (emails are monitored for urgent issues)

Enterprise & Fleet Customers

Enterprise and fleet customers may have access to extended support hours and dedicated account managers. Contact your account representative or sales team for details.

3.2 Physical Installation

For best results, install the tracker in a discreet, secure location with good GPS and cellular signal. Common locations include:

• Under the dashboard (OBD-II port, if applicable)
• Under a seat (wired or battery-powered units)
• In the boot/trunk (hidden from view)

4.1 Real-Time Tracking

View your vehicle's live location on the map. Position updates typically every 10–60 seconds depending on movement and subscription tier.

4.2 Historical Playback

Replay past journeys with our playback feature. Access varies by plan—typically 7 to 90 days of history.

4.3 Geofencing

Create virtual boundaries and receive alerts when your vehicle enters or leaves a defined area. Useful for home, work, or depot monitoring.

4.4 Alerts

• Overspeed: Notifications when the vehicle exceeds a set speed limit
• Geofence: Entry/exit alerts for defined zones
• Low battery: When the tracker battery is low
• Ignition on/off: Optional alerts for vehicle use

DriveCore offers native mobile apps for iOS and Android, giving you full access to tracking, alerts, and reports on the go.

Download

• iOS: DriveCore on the App Store (or search "DriveCore" in the App Store)
• Android: DriveCore on Google Play (or search "DriveCore" in Google Play)

Requirements

• iOS 16.4 or later (iPhone / iPad) / Android 8.0 or later
• Active internet connection (Wi‑Fi or mobile data)
• Same login credentials as the web dashboard

Push notifications must be enabled to receive real-time alerts on your phone.

6.1 Subscriptions

DriveCore subscriptions are billed monthly or annually via Stripe. You can manage your plan, payment method, and billing history in the dashboard under Settings → Billing.

6.2 Payment Methods

We accept major credit and debit cards. Payments are processed securely by Stripe—we do not store your full card details.

6.3 Cancellation & Refunds

• You may cancel your subscription at any time from the Billing section
• Access continues until the end of your current billing period
• Refunds are considered on a case-by-case basis—contact support for assistance

6.4 Invoices

Invoices are available in your account and can be downloaded for your records. VAT is applied where applicable (GB510012376).

7.1 Tracker Not Showing on Map

• Check that the device is powered on and has sufficient battery
• Ensure the vehicle is in an area with cellular coverage
• Verify the IMEI is correctly registered in your account
• Allow up to 15 minutes after registration for the first position update

7.2 Alerts Not Received

• Check notification settings in the app and device
• Ensure push notifications are enabled for the DriveCore app
• Verify your email address is correct in account settings

7.3 Login Issues

• Use "Forgot Password" to reset your password
• Check that your email is verified (check spam folder for verification emails)
• Clear browser cache or try a different browser

7.4 Poor GPS Accuracy

• Ensure the tracker has a clear view of the sky (avoid metal enclosures)
• Check that the device is firmly installed and not moving
• Indoor parking may cause temporary delays—accuracy improves outdoors

Q: How many vehicles can I track?

A: It depends on your subscription plan. Individual plans typically support 1–5 vehicles; fleet and enterprise plans support more.

Q: Can I transfer my tracker to another vehicle?

A: Yes. You can update the vehicle details in the dashboard or use the "Transfer Device" feature if available.

Q: Is my data secure?

A: Yes. We use encryption (TLS in transit, AES-256 at rest), comply with UK GDPR, and are ICO registered (ZC093182). See our Privacy Policy for details.

Q: Do you offer a free trial?

A: Trial availability varies. Check our website or contact sales for current offers.

Q: How do I add another user to my account?

A: Use the Sharing or User Management section in your dashboard to invite additional users. Availability depends on your plan.

For fleet managers and enterprise customers, we offer enhanced support including:

• Dedicated account management
• Bulk vehicle onboarding assistance
• Custom reporting and API access (where available)
• Extended support hours
• On-site or remote training

Contact your account manager or email support@drivecore.co.uk with "Enterprise Support" in the subject line for priority handling.

If your vehicle has been stolen and you have an active DriveCore tracker, we can assist with location data for law enforcement.

We will provide location history and real-time position data to assist police. We do not share your data with third parties except as required by law or with your explicit consent.

In the rare event of a service disruption, we will:

• Post updates on our status page (if available)
• Notify affected users by email where appropriate
• Work to restore service as quickly as possible

If you experience issues that may be related to an outage, check your email or contact support. We apologise in advance for any inconvenience.

We value your feedback. If you have ideas for new features, improvements, or general suggestions, please email us at support@drivecore.co.uk with "Feedback" in the subject line.

Your input helps us improve DriveCore for all our customers. Thank you for choosing DriveCore.