Frequently Asked Questions
Our service is also available for purchase at The Tech Co, located at 12 Dominick Street, Tralee. For more information about The Tech Co, check out their Facebook page: https://www.facebook.com/thetechcoireland/
You may cancel at anytime. You will have the full use of our service until your billing cycle has elapsed. We do not provide partial refunds for the remainder of the term outside of the statutory cooling off period. See “What is your refund policy” question for more details.
Note: If you cancel and have received a free watch in order to use our service, and you haven’t yet paid 6 month of our service, you are required to send the watch back to us in working order in its original packaging. This needs to be done within 10 working days of your billing cycle elapsing. If for whatever reason, this is not possible, please contact us.
If for whatever reason you change your mind and would like to return your order after delivery, we’re happy to refund or exchange your purchase as long as it’s unused, and in its original packaging. This option is available for 14 days after delivery (known as the cooling offer period). The cost of returning the goods to us is at your own expense.
Outside of the cooling off period mentioned above, we will provide a refund/partial only if we cannot resolve an issue you have found with our service and have contacted us promptly about this issue. The problem will have to be within our control, not caused by a third party we have no influence over. Also it is important that you do not remove the watch(es) from your account or delete your account, to ensure we can assist you.
Please visit our Terms and Conditions page for more details.
If you believe you will not be in a position to pay your subscription renewal, it is important you contact us as soon as possible to make alternative arrangements.
In the case where your subscription renewal is missed and you have not contacted us to make alternative arrangements, your account will be suspended unless your account is brought up to date within 5 days. This will be automatic and it means the watch and app will no longer work. In order to reactivate your account there will be a €30 administration fee.
Our watches are IP67 water-resistant and splashproof, so are safe for use outdoors in rainy weather. They are not suitable for swimming or immersion in water.
Yes, the service will work throughout Europe including Switzerland, Norway and Iceland. Using our service outside these countries is currently not supported. Click to view full coverage.
The time is automatically set by the GPS however, you will need to set your timezone and daylight saving time. Please refer to the App User Guide to see how to change the timezone www.TrackRTalk.com/user-guides
Geo Go Smartwatch : fits a wrist from 15.5cm up to 22.5 cm in circumference. See About our watch page for more for more details.
Yes, of course. When on the check out page, just leave a note in the additional notes section. We will facilitate deferring activation of the watch and pausing subscription until a date of your choosing.
You will be initially charged for the deferred period, but you will be refunded the deferred pro rata difference on your second payment. If you cancel our service prior to your second payment, the deferred period will be added to the date on which the service is due to end. In this case we do not provide a refund/partial refund for the deferred period. Please read our refund policy in this FAQ or Terms and Conditions for more details.
- We provide this for the quarterly and annual plans only at this time.
- The maximum deferral period is 2 months.
- This only applies to subscription deferral. It does not apply to any one off purchases e.g. watch purchase.
Orders will be dispatched within one business day. Orders received at weekends, public holidays or after 12pm on a business day will be processed on the next business day.
We use a courier for standard delivery, and normally take 1 to 5 working days to get to your door.
We also make available the option for a next business day delivery service within Ireland provided by An Post.
The cut off time for next business day delivery is 12 pm. Orders received after this may not be dispatched until the next business day. Note: Next business day does not include weekends and public holidays. We use An-Post Express delivery.
In the unlikely event you encounter any issue with our service please contact support. Click Here
In the unlikely event you encounter any issue with our service please contact support. Click Here
GPS devices are intended for locating while outdoors where they can triangulate their position from the available GPS satellites in orbit. Accuracy is within 3 to 15 metres, 95% of the time when outdoors. This assumes the watch has a clear view of the sky and has finished acquiring satellites.
When indoors, it is not possible to get a location fix from these satellites. Instead, the app will report the last known GPS location unless there is a WiFi location available. When GPS is not available we endeavour to pick up the watches location using Wi-Fi location technology.
Yes, all guardians will receive alerts on their phones once they both download and install the TrackRTalk companion app and log in with the same credentials. Only one Username and Password can be associated with each watch, you cannot have multiple unique usernames associated with one watch.
From empty, it will take about 3 hours to charge fully.
This depends on your settings, it can last up to 4 days, but we recommend you charge it at the end of each day. There is an “Update Interval” setting in the app that defines how often the watch looks for a GPS location, the higher the frequency, the faster the battery is run down. See App User Guide. For normal usage, we would recommend setting this to 10 minutes. You will receive a notification through the app when the battery is running low.
Here is a guide for how long the watch battery should last depending on update interval settings:
10 minutes – lasts up to 55 hours from fully charged
30 minutes – lasts up to 3 days from fully charged
1 hour – lasts up to 4 days from fully charged
1 minute – lasts up to 14 hours from fully charged
Only the phone numbers that you set in the watch’s phonebook can call the watch. Calls from private numbers are blocked from phoning the watch. You must enter at least one phonebook contact to enable this feature.
Yes to both. The watch has been thoroughly tested by a 3rd party global standard testing company.
You will get an email notification when the watch is approaching its call allowance limit. If the watch exceeds its call allowance, then outgoing calls will be blocked from the watch until the next billing cycle. Don’t worry, you will still be able to track the location of the watch using the TrackRTalk app, and you’ll still be able to make phone calls to the watch from your own phone
If you are not getting notifications on your mobile when a Safezone has been breached then there are some possible thing you can try
- Is the watch charged and does it have mobile network coverage ?
- Does your mobile phone have network coverage ?
- Did you setup the Safezone while the watch was outside the zone ? If so, then the watch needs to enter the zone first before it can leave the zone and trigger a notification.
- Make sure the notification setting on your mobile phone has the notification from the TrackRTalk app enabled.
- If you have an Android phone, your phone can have a battery optimization setting that deprioritises notifications. If this is happening to you, then please contact us and we will help you change your phone settings to enable notifications.
- Notification for a breach of the Safezone can only be triggered when the watch does a ping to the GPS while outside of the Safezone, if you have the update interval set to 1 hour then the notification might only come to you after an hour. For the best performance we suggest a 10 minute interval setting via the app. See App User Guide for details.
- If the above doesn’t work for you, then please contact us and we will have our customer care team try to resolve your issue.
You can force the watch to do a real-time location check by clicking on the “?” icon on the app homescreen.
Under normal operation, the frequency that the watch checks its GPS location is configured via the app. If you have it set to check the GPS location every hour, then it only picks up the location every 60 minutes and your watch may have moved quite a bit during this hour, so the location information is potentially old data. For the best result we recommend setting the interval to 10 minutes
Currently you need to order each plan one at a time. If we are posting all watches at the same time, we will refund you any over-payment of postage.
Yes of course. Contact us at any time and we will facilitate this for you.
Our watches are quite robust, but in the unlikely event of breaking the watch we offer our subscribers a special price of €50.00 for a replacement watch. Please contact support for details
If you break the strap but the watch is still functioning, then we recommend you pick up a replacement strap at any jewelry shop or online, just bring the watch in with you to the jewelry shop, or online search for an 18mm watch strap
The best way to contact us is by email: [email protected]
You can also use the ‘contact us’ form at the bottom of this page or by using the Facebook Messenger Widget on this website.
Please allow up to 48 hours for a response, however we usually respond the same day. If you don’t see a response the same day, or within 48 hours, please check your “Spam”/”Junk Mail” folders in case our email was filtered incorrectly.
We do not provide phone support at this time.
This is to cover the cost of the service. In the case where we provide you with a SIM card, this includes covering the cost of 60 mins of calls & all location data whether at home or abroad.
Note: You can cancel this subscription at any time without penalty.
If your question is still unanswered please send us an email through the form below:
Please note: due to Data Protection regulations we can only discuss account details with the account holder