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TRAKmy technical support · Nîmes

A problem? We're here.

Describe your issue in the form below: our support team, based in Nîmes, answers within 24 business hours. And if it's urgent, you can call us directly.

Answer within 24h French team Remote diagnosis No appointment needed
Direct line
04 30 00 57 25 · Press 1 · Mon–Fri 9am–6pm
Sales team
Quote, demo, fleet project: contact page

Before you start

So we can handle your ticket in minutes

Our aim is simple: solve your problem on the first reply. For that, we need a few key details when you fill in the form.

The more precise your request, the faster we can diagnose it. Most well-documented tickets are resolved in under 24 hours.

If, after reading our tips, your question is commercial or concerns a fleet project, go to our contact page.

5 tips for an efficient ticket
1
Have your tracker number to hand (letters and digits on the TOP of the case).
2
Describe the problem precisely: what, when, how long it has been happening.
3
Tell us what you have already tried (reinstalling the app, restarting, and so on).
4
Give us your phone model and the app version if the issue concerns the app.
5
Use theemail address linked to your TRAKmy account so we can find your file.

Support form · Secure connection

Describe your problem

Every field matters. Our team replies directly by email to the address you give.

Our online ticket form is not available on this site yet.

To open a support ticket, email contact@trakmy.fr and include:

  • your tracker number (the letters and digits on the top of the case);
  • a precise description of the problem — what happens, when, and for how long;
  • what you have already tried.

If it is urgent, call +33 4 30 00 57 25, press 1, Monday to Friday, 9am–6pm (CET).

Your data is protected. The information you send through this form is encrypted (HTTPS), handled only by our support team in Nîmes, and kept for as long as your request requires, in line with our privacy policy.

Frequently asked questions

Before you write,
check whether the answer is here

Many common problems are solved in under 5 minutes. Read through these questions before submitting a ticket — it will save you time.

Where do I find my tracker number?+
Your tracker number is printed on the TOP of the case — a combination of digits and letters (for example ABC1234). You will also find it in your TRAKmy app, under the name of each registered tracker, and on the label of the original packaging. This number is essential for us to identify your hardware.
My tracker has stopped reporting its position — what should I do?+
A few checks before writing to us: (1) check the battery level in your app, (2) make sure the tracker is in an area with NB-IoT coverage (test the coverage here), (3) check that it is not completely surrounded by metal or carbon fibre. If the problem persists, open a ticket with the tracker number and the date of the last position received.
How do I activate a new TRAKmy tracker?+
Activation is done with a magnet (5 seconds against the tracker logo — the red LED lights up, then flashes green). No SIM card, no network configuration. If in doubt, our online user guide details every step with photos. For consumers, the B2C installation guide is even more visual.
I can't pair my tracker in the app+
Check that you are entering theidentifier on the front of the case (not the serial number on the back). Respect the exact case of letters and digits. If you see a specific error message, take a screenshot and attach it to your ticket: it speeds up the diagnosis.
The TRAKmy app crashes or won't start+
Before opening a ticket: (1) update the app from the App Store or Google Play, (2) restart your phone, (3) if nothing helps, uninstall and reinstall the app (your trackers stay linked to your account). If the problem persists, tell us your phone model, your operating system (iOS/Android + version) and the app version.
How long before I get an answer?+
Our team answers within 24 business hours on average (Monday to Friday, excluding public holidays). For well-documented tickets (tracker number, precise description, screenshots), the issue is often resolved on the first reply. If your need is urgent, call us directly on 04 30 00 57 25 (press 1 for support).
Can I edit or follow my ticket after sending it?+
Yes. Once your ticket is sent, you receive an automatic confirmation email . You can reply directly to that email to add further information (screenshots, details, videos), and all our replies will arrive in the same conversation. No account to create, nothing else to log into.

Would you rather talk to us?

Our support team is available Monday to Friday, 9am–12pm and 2pm–6pm, live from Nîmes.

04 30 00 57 25 See the user guide