General

Q: Where can I find the quickstart guide that was included with my SecuraPAL?

A: You can download the quickstart guide in PDF format by clicking here.

Q: How can I use the SecuraTrac® solutions - SecuraPAL® and LifeTrac®?

A: You can view a list of commonly used applications in PDF format by clicking here.

Website

Q: Is the SecuraTrac.com website secure?

A: Our website uses the latest technology and security measures to protect your privacy and that of those you track.  The biggest threats to your information are viruses, phishing attacks and spam-based attacks.    Always be sure to install anti-virus and malware software and keep them updated.

Q: Can I set up multiple people to receive an alert?

A: After the purchase of your first SecuraPAL, you will be able to log into the SecuraTrac?s web site and configure your device. Your SecuraPal configuration page allows you to configure alerts which, when triggered, can be sent to multiple people using various methods (e-mail, sms, etc.).

Q: Do I need to install anything special on my computer to use SecuraTrac?

A: No, you do not need to install anything for the tracking service to work.  We have worked very hard to make our web site easy-to-use without software or plug-ins.  If you do run into problems, please review our support page or contact customer support.

Q: How does SecuraTrac use my personal information?

A: We strongly believe that your personal information is yours.  As a result, we do not share your information with anyone except as required by law.  Please read our Privacy Policy for more details.

Q: Can anybody see the information for my SecuraPAL's?

A: No, only people who know your login name and password are able to see the information on your SecuraPAL.

Q: What is a SecuraFence?

A: SecuraFence is a virtual safe haven that you can configure using the My SecuraPAL's page.  Whenever the SecuraPAL leaves this safety zone, you'll get notified of the violation via the email and SMS or both. You can select the method of notification for each fence.

Q: Can I use multiple ways to receive alerts?

A: Yes. For each type of alarm you can setup SMS and email alerts. This is as easy as clicking a box which will then result in you receiving alerts to your phone or email.

SecuraPAL Device

Q: Where do I purchase the SecuraPAL?

A: Currently, the SecuraPAL and the associated service can only be purchased on our web site at buy now.

Q: How accurate is the SecuraPAL location information?

A: The location information provided through the website positions the device within 10 feet of its actual location.  There are some common forms of interference that can reduce the location accuracy.  These include buildings, tunnels, parking garages, and heavy weather.

Q: How long does it take to re-charge the SecuraPAL battery?

A: We generally advise customers to re-charge the SecuraPAL on a regular interval. For example, this could be nightly or every other night during dinner. The SecuraPAL can be re-charged in a matter of a couple of hours if needed though, again, we recommend that you re-charge it overnight if possible and to get a regular pattern.

Q: Why does my SecuraPAL report its location every 5 minutes sometimes and then other times every hour?

A: The SecuraPAL has the ability to detect motion. As a result, when the PAL is on the move we report at 5 minute intervals. Conversely, in order to conserve and extend the life of the battery when it is not in motion we report on its location once every hour. The hourly reporting is just to confirm that the device is still powered on and in the same location.

Q: How does SecuraPAL notify me where it is?

A: SecuraPAL sends alerts to our systems whenever there is information that needs to be transmitted (based on your configuration).  When our systems receive this information, we determine whether the information is an alert or not. If it is an alert, we will forward the alert to the people you designated as recipients of that particular alert.

Q: Why aren't my text message and/or email alerts coming through?

A: There are a few possible reasons. Often for email alerts, a new or updated SPAM filter might re-direct these alerts so check there first and then re-train your filter to allow all email from SecuraTrac.com. From time-to-time text messages can be lost by your wireless carrier. Carriers do not guarantee the delivery of all text messages as they may decide it was SPAM or due to a simple failure to delivery the text message. At times email or text messages may be delayed by your cell phone or internet provider.

Q: How long does SecuraPAL’s battery last?

A: The battery life will vary based on environmental conditions, age of the battery, and the frequency of use.  Our tests indicate that like your cell phone, the more you use it, the more you have to get it re-charged.  On a full charge the battery will last 48 or more hours before re-charging is necessary.

Q: Will the device disturb people in school, library, movie, etc?

A: Unlike cell phones the SecuraPAL does not have any speakers or ringers and will not disrupt others in your vicinity.

Q: Does the device need to be turned off on a flight?

A: Yes, because SecuraPAL uses cellular service, the FAA requires that it be turned off during taxi, take-offs, landings and during flights. SecuraPAL has an On/Off button that shuts the device off when necessary.

GPS and Wireless Service

Q: My map screen shows where the device was yesterday. Today it's in a completely different place, but the map still shows the old location. Are the satellites down?

A: The satellites don't go down. The problem is that the device has not transmitted its location to the server since the last location shown on the map. Either (A) the device does not have power, (B) it doesn't have a view of the sky (and therefore cannot calculate its location), or (C) the device is in an area with no wireless data service, and therefore cannot transmit its location.

Q: Do I have to activate the SecuraPAL device in order to send & receive location events?

A: No, your SecuraPAL will arrive in a pre-activated state. When you turn it on, it will auto-activate. This eliminates the need for the device to be activated before we ship it which saves you money by eliminating a complex activation process.

Q: Does SecuraPAL work in all 50 states?

A: Yes, your monthly fees cover unlimited tracking in all 50 states.

Q: Does SecuraPAL work Internationally?

A: Yes, your SecuraPAL works well in North America and many countries in Europe and we are continuously expanding into new countries. In order to activate your service internationally, please submit a support request at Customer Care or call Customer Care directly at 888-9SECURA, extension 4.