Reseller

iStaySafe Knowledge Base

iStaySafe materials for resellers including guides, training and tools.

Reseller Training Module

Materials relating to reseller training.

Operator Training Module

Short slide show covering Admin View for operators.

Frequently Asked Questions

  • Can I cancel my subscription?

    Yes, of course, you can cancel your subscription at any time. Note that the devices do not work without a subscription for SaaS (Software as a Service).

    If you purchased your watch prior to April 2019 you can cancel your subscription by either by logging in via the ‘My Account’ area of our website or if you pay via PayPal in the ‘profile’ section of your PayPal account.

    If you purchased your watch from April 2019 onwards, your subscription has been set up as an in-app subscription. To manage this subscription:

    For iOS devices:
    iTunes/Apple Store ? Scroll to the bottom and select Apple ID ? View Apple ID ? Scroll down to Subscriptions ? Select Subscription ? Cancel

    For Android Devices:
    Play Store ? Press three horizontal lines next to ‘Google Play’ search bar ? Subscriptions on the left hand side ? Select Subscription ? Cancel

     

  • What is real-time tracking?

    Real Time Tracking means that a GPS Tracking device sends its location to the end user at a consistently high frequency.

    ‘Real time tracking’ feature on the iStaySafeAlert app is for times when there is a safety concern such as walking home at night from the bus stop. When toggled on/off, a notification goes to emergency contacts and/ or monitoring centre.

    iStaySafe watches step into high frequency locating for 5 minutes after an alert is activated.

  • How do geofences work?

    A geofence is a virtual perimeter for a real-world geographic area. When you set up a geofence you also set up an action for when the device enters or exits the geofence.

    iStaySafe software allows multiple geofences with separate in / out alert capabilities and selectable active / inactive time and day functions. 

  • What is the warranty?

    iStaySafe devices come with a 12 month manufacturers warranty. Read our warranty policy here.

  • What after sales support do you offer?

    You can contact us via phone, email or online chat through the TicTocTrack website. Our customer service hours are Monday to Friday 8:30am to 5pm. We are closed on QLD public holidays and weekends.

     

  • How do I add or change settings?

    Settings are changed via the app or web console. You will be given a User name and Login when you purchase your product. If you do not receive these, please contact the place of purchase to obtain them. To ensure your settings are secure please do not share these log in details.

  • Is my data safe?

    Security is of the highest priority for iStaySafe and as such your data is stored in government approved servers located in Australia and our data is encrypted to ensure privacy of our clients. You can read our Data Security Policy here, and all our policies here.

  • Does iStaySafe comply with regulatory requirements?

    Yes, of course. iStaySafe devices are fully compliant with all mandatory regulatory standards for sale of products in Australia, New Zealand, Europe and the US. The Australian Communications and Media Authority (ACMA) are responsible for setting standards that all mobile communication products must be tested against. These tests include Electrical Safety, Electromagnetic Compliance (EMC), Specific Absorbtion Rate (SAR), Electromagnetic Radiation and various mobile network interoperability tests to name a few. iStaySafe devices and/or packaging carry the Regulatory Compliance Mark (RCM) which is represented by a triangle with a small tick, the CE mark (Europe), FCC (USA) and (recycle bin icon) to prove it.

  • Can your technology be customised?

    iStaySafe, an Australian company, develops and owns all of its software solutions, meaning that we have flexibility, that some other products don’t, to tailor to bespoke corporate clients needs. Please let us know what you may need and we can advise accordingly.

  • How many contacts can I have?

    You can add up to 6 emergency contacts in the app to receive alerts.

  • What is real-time tracking?

    Real Time Tracking means that a GPS Tracking device sends its location to the end user at a consistently high frequency.

    ‘Real time tracking’ feature on the iStaySafeAlert app is for times when there is a safety concern such as walking home at night from the bus stop. When toggled on/off, a notification goes to emergency contacts and/ or monitoring centre.

    iStaySafe watches step into high frequency locating for 5 minutes after an alert is activated.

  • How do geofences work?

    A geofence is a virtual perimeter for a real-world geographic area. When you set up a geofence you also set up an action for when the device enters or exits the geofence.

    iStaySafe software allows multiple geofences with separate in / out alert capabilities and selectable active / inactive time and day functions. 

  • What is drift?

    Drift can occur with high sensitivity GPS receivers in areas where the device ‘sees’ multiple signals. This can happen when the signal is reflected off obstructions such as tall buildings, walls, tree cover etc and can cause an abrupt change in location. This generally occurs when the watch is stationary.

  • How long will the battery last?

    Under normal operating conditions the battery in the watch can last from 12 to 24 hours. Voice calls to the watch, SOS alerts and poor signal can drain the battery faster.

    The battery in the iStaySafeAlert button should last 1 year, depending on usage. A spare CR2032 button battery is provided.

  • Can I cancel my subscription?

    Yes, of course, you can cancel your subscription at any time. Note that the devices do not work without a subscription for SaaS (Software as a Service).

    If you purchased your watch prior to April 2019 you can cancel your subscription by either by logging in via the ‘My Account’ area of our website or if you pay via PayPal in the ‘profile’ section of your PayPal account.

    If you purchased your watch from April 2019 onwards, your subscription has been set up as an in-app subscription. To manage this subscription:

    For iOS devices:
    iTunes/Apple Store ? Scroll to the bottom and select Apple ID ? View Apple ID ? Scroll down to Subscriptions ? Select Subscription ? Cancel

    For Android Devices:
    Play Store ? Press three horizontal lines next to ‘Google Play’ search bar ? Subscriptions on the left hand side ? Select Subscription ? Cancel

     

  • How do I add or change settings?

    Settings are changed via the app or web console. You will be given a User name and Login when you purchase your product. If you do not receive these, please contact the place of purchase to obtain them. To ensure your settings are secure please do not share these log in details.

  • Is my data safe?

    Security is of the highest priority for iStaySafe and as such your data is stored in government approved servers located in Australia and our data is encrypted to ensure privacy of our clients. You can read our Data Security Policy here, and all our policies here.

  • Does iStaySafe comply with regulatory requirements?

    Yes, of course. iStaySafe devices are fully compliant with all mandatory regulatory standards for sale of products in Australia, New Zealand, Europe and the US. The Australian Communications and Media Authority (ACMA) are responsible for setting standards that all mobile communication products must be tested against. These tests include Electrical Safety, Electromagnetic Compliance (EMC), Specific Absorbtion Rate (SAR), Electromagnetic Radiation and various mobile network interoperability tests to name a few. iStaySafe devices and/or packaging carry the Regulatory Compliance Mark (RCM) which is represented by a triangle with a small tick, the CE mark (Europe), FCC (USA) and (recycle bin icon) to prove it.

  • How is your technology different from an app?

    iStaySafe Personal Safety Solutions are integrated systems that incorporate a device to trigger SOS alerts in an emergency; and/or an app; and a web interface that is mobile optimised so it works on everything from a computer to a smart phone. It is a dedicated, standalone personal safety device, with its own SIM card. Unlike an app you do not need to unlock the screen or look at the device to be able to trigger an alert.

  • Can the device be used as a duress alarm for personal safety?

    Absolutely. iStaySafe personal safety devices are designed to support the lone worker as well as persons working or visiting threatening locations. Functionality for the iStaySafeWearable includes 1-way and 2-way voice, SMS messaging and dedicated duress button. It can also be integrated into a 24/7 monitoring centre for high level support and support.

  • How many contacts can I have?

    You can add up to 6 emergency contacts in the app to receive alerts.

  • What is real-time tracking?

    Real Time Tracking means that a GPS Tracking device sends its location to the end user at a consistently high frequency.

    ‘Real time tracking’ feature on the iStaySafeAlert app is for times when there is a safety concern such as walking home at night from the bus stop. When toggled on/off, a notification goes to emergency contacts and/ or monitoring centre.

    iStaySafe watches step into high frequency locating for 5 minutes after an alert is activated.

  • How do geofences work?

    A geofence is a virtual perimeter for a real-world geographic area. When you set up a geofence you also set up an action for when the device enters or exits the geofence.

    iStaySafe software allows multiple geofences with separate in / out alert capabilities and selectable active / inactive time and day functions. 

  • Can you make calls from the watch?

    Yes, you can make calls from the watch to up to 6 saved numbers via the touchscreen. Please note these voice minutes are deducted from your plan, however, any calls you make to the watch do not incur any charges from us. So we would recommend if your loved one calls you have them hang up and then call them back so you can talk as long as you like.

  • What is the size of the watch?

    The watch face is approximately 3.5cm wide x 4cm long 1.25cm thick.

    The circumference of the band is approximately 24cm at is largest, and 14cm at its smallest.

  • I have a cracked screen, what do I do?

    Our 12-month manufacturers warranty does NOT include cracked screens, similar to most electronic devices with glass screens on the market.

    The watch screen is made with Corning glass, which is a toughened glass made to withstand normal use. This glass can crack or break when it makes forcible contact with a hard surface or object. The glass on our watches is similar to that used on the iPhone, and unfortunately, shatterproof glass is currently too expensive to be a viable option, though we hope this will change in the future. The watch is being used by thousands of people across Australia, and we have found that the screen will only crack if subjected to forcible impact.

    If you do happen to crack the screen of your TicTocTrack watch, we offer a discounted replacement watch, so please contact us at enquiries@istaysafe.com.au or 1300 872 256.

  • What is drift?

    Drift can occur with high sensitivity GPS receivers in areas where the device ‘sees’ multiple signals. This can happen when the signal is reflected off obstructions such as tall buildings, walls, tree cover etc and can cause an abrupt change in location. This generally occurs when the watch is stationary.

  • The watch displaying as inactive. What does this mean?

    Below is each watch status and their meaning:

    • Inactive = This indicates the watch is either switched off or has been stationary and not moved for a period of time.
    • Active = This indicates the watch is turned on and sending data to the software platform.
    • Located = This indicates the watch has connected with a satellite and is sending a positive location to the platform.
    • SOS = This indicates the SOS alarm has been activated on the watch and for the next 5 minutes it will attempt a location/fix with a satellite every 20 seconds.
  • How do I change the time on the watch?

    The time is updated from the Network based on the location of the wearer. The factory default time zone is set to Australian Eastern Standard Time (AEST) or UTC + 10, however once your watch updates it’s location from the Network the time will update to the local timezone.

    You can change the time display from analog to digital by pressing the screen and scrolling through the options. Tap the screen to save your chosen display.

  • Do I charge the battery with the watch on or off?

    We would recommend you turn your watch off to charge the battery to ensure it fully charges. Please also only charge the battery for the time specified in the instruction manual.

  • How long will the battery last?

    Under normal operating conditions the battery in the watch can last from 12 to 24 hours. Voice calls to the watch, SOS alerts and poor signal can drain the battery faster.

    The battery in the iStaySafeAlert button should last 1 year, depending on usage. A spare CR2032 button battery is provided.

  • What frequencies does the watch use?

    With our hardware we are one of only a handful who offer dual band 3G 850 & 2100 frequencies whereas most others only offer 2100 or 1900 which will reduce the coverage if overseas. In general with all networks 2100 is limited to the metropolitan areas.

  • How do I insert the SIM?

    Start by removing the section on the back of the watch marked ‘SIM’ by lifting it off at the point marked by the small arrow. Make sure you place the watch on a towel or soft surface, as the screen can get scratched when face-down on a hard surface.

    Once you have removed the SIM cover, gently slide the silver SIM cover you until you hear a ‘click’ sound, and then flip open (see image below of watch with SIM inserted). Place your new SIM in with the gold chip side facing down. Flip the cover back over the SIM card and slide it back the opposite way to close until you hear another ‘click’. Replace the back of the watch and push until it clicks in.

    Follow this link to watch a short video on how to insert your sim: https://youtu.be/OIvCRR9t6d0

     

  • Can I cancel my subscription?

    Yes, of course, you can cancel your subscription at any time. Note that the devices do not work without a subscription for SaaS (Software as a Service).

    If you purchased your watch prior to April 2019 you can cancel your subscription by either by logging in via the ‘My Account’ area of our website or if you pay via PayPal in the ‘profile’ section of your PayPal account.

    If you purchased your watch from April 2019 onwards, your subscription has been set up as an in-app subscription. To manage this subscription:

    For iOS devices:
    iTunes/Apple Store ? Scroll to the bottom and select Apple ID ? View Apple ID ? Scroll down to Subscriptions ? Select Subscription ? Cancel

    For Android Devices:
    Play Store ? Press three horizontal lines next to ‘Google Play’ search bar ? Subscriptions on the left hand side ? Select Subscription ? Cancel

     

  • Can I use the device if I travel overseas on holiday?

    Yes you can take your device with you when you travel if you are using one of our SIMs. Simply choose one of our International Roaming travel plans  to cover the time you are away.

    If you currently have a BYO SIM service plan you will need to contact your network provider to activate roaming on your SIM.

  • How do I send an SMS to the watch?

    The same way you would SMS a mobile phone. Open up messages put in the mobile number for your watch and send the message, the wearer of the watch will receive a tone to let them know they have received a message and then they can read it on the screen. To re-read a message lightly press the SOS button to bring it up again. Messages aren’t stored in the watch so the next message you send will delete the previous one. To scroll up or down through a message use the + or – volume buttons.

  • How do I add or change settings?

    Settings are changed via the app or web console. You will be given a User name and Login when you purchase your product. If you do not receive these, please contact the place of purchase to obtain them. To ensure your settings are secure please do not share these log in details.

  • Is my data safe?

    Security is of the highest priority for iStaySafe and as such your data is stored in government approved servers located in Australia and our data is encrypted to ensure privacy of our clients. You can read our Data Security Policy here, and all our policies here.

  • is Wi-Fi available?

    Yes, WiFi is used as part of our positioning system however connections to regular WiFi data networks is currently not supported.

  • Does iStaySafe comply with regulatory requirements?

    Yes, of course. iStaySafe devices are fully compliant with all mandatory regulatory standards for sale of products in Australia, New Zealand, Europe and the US. The Australian Communications and Media Authority (ACMA) are responsible for setting standards that all mobile communication products must be tested against. These tests include Electrical Safety, Electromagnetic Compliance (EMC), Specific Absorbtion Rate (SAR), Electromagnetic Radiation and various mobile network interoperability tests to name a few. iStaySafe devices and/or packaging carry the Regulatory Compliance Mark (RCM) which is represented by a triangle with a small tick, the CE mark (Europe), FCC (USA) and (recycle bin icon) to prove it.

  • Do I need a SIM card?

    Yes, you will need a Nano SIM card. There is a Telstra Nano SIM provided in the packaging and the costs are included with subscription. If you choose to BYO SIM, you will still need to pay a reduced subscription cost (SaaS – Software as a Service).

  • How do I charge the battery?

    Every device is supplied with a charging pad and cable. Simply plug the charging cable into a power plug and place the device on the charging pad. It will only go on correctly one way when the magnets on the device and charging pad align. Check the charging pad is connected correctly and the power is turned on. Check that the magnets on the device are clean and free of oil and dirt and that the pins on the charging pad are clean and free of first by gently wiping with a lint free cloth whilst disconnected from the power source. It is recommended that you place the watch on its side when charging to prevent damage to the screen.

  • How do I maximise my battery life?

    If you are experiencing low battery life there could be a number of things you can do to extend this

    1. Limit the number of voice calls and only use this feature in an emergency
    2. Ensure that you keep the watch on charge for a full charge period and see the battery full status before taking the device off of the charger. Also ensure that you only charge the device using the supplied charger.
  • Will the device work with 4G?

    The network that is utilised is 3G mobile network. The important factor is the frequency of the network. K.I.T Connectivity Solutions uses 850MHz, 900MHz and 2100MHz frequencies and the 4G network uses the 2100MHz frequency. In Australia the 4G network is primarily used for data with calls dropping back to 3G. If you are not in Australia check if these frequencies are available in your region. Check Frequencies

    Telstra advise the eventual switch off of the 3G network will not happen until June 2024.

  • What if the device gets wet?

    The device is rated IPX4 – water resistant, which means if you get caught out in the rain, the device should be ok. It is not, however, designed to be worn while swimming or bathing.

  • What if the wearer keeps removing the device?

    There is an optional accessory that can be utilised in this instance. A discrete locking pin is available which secures the device to a person’s wrist.

  • How is this device different from a panic alarm?

    Panic alarms are generally limited by functionality and often have little or no status displays, relying upon you to understand what each blinking light means. They also are not designed to be worn as a watch, so are restricted by form factor. Your iStaySafe personal safety device includes additional features such as auto answering for selected numbers, multiple geo-fence and area alerts, SMS and 24/7 monitoring capability, plus you have access to our dynamic web interface to view the status of your devices at any time.

  • How is your technology different from an app?

    iStaySafe Personal Safety Solutions are integrated systems that incorporate a device to trigger SOS alerts in an emergency; and/or an app; and a web interface that is mobile optimised so it works on everything from a computer to a smart phone. It is a dedicated, standalone personal safety device, with its own SIM card. Unlike an app you do not need to unlock the screen or look at the device to be able to trigger an alert.

  • Can the device be used as a duress alarm for personal safety?

    Absolutely. iStaySafe personal safety devices are designed to support the lone worker as well as persons working or visiting threatening locations. Functionality for the iStaySafeWearable includes 1-way and 2-way voice, SMS messaging and dedicated duress button. It can also be integrated into a 24/7 monitoring centre for high level support and support.

  • Where will your technology and devices work?

    iStaySafe Personal Safety Devices that include a SIM operate on the 3G mobile network across Australia and internationally. This means it will work in similar areas to a mobile phone and with the same limitations (e.g. it may not work in an underground basement or in remote areas away from coverage). It is recommended that you check cellular (mobile) coverage in the areas you will be likely to use the device. Telstra advise the eventual switch off of the 3G network will not happen until June 2024.

  • What is an APN?

    Access Point Name (APN) is an authentication setting that allows your device to connect to your SIM providers network. If you are using the provided SIM with a Full Service Plan subscription, you do not need to worry about getting an APN as it is already setup for you. If you are considering using a BYO SIM Service Plan then you will need your network providers APN to setting up a watch with their SIM.

    Different network providers have different APN’s and if your network provider has not provided the APN in the paperwork, you will need find your SIM provider’s APN. Here is a list of some providers who use the Telstra network and their APN’s (as at 8-10-2020).

    • ALDI Mobile – mdata.net.au
    • Belong – mdata.net.au
    • Boost Mobile – telstra.wap
    • Lycamobile – data.lycamobile.com.au
    • TeleChoice – mdata.net.au
    • Woolworths Mobile – mdata.net.au
  • Will I have coverage where I am?

    You can check the coverage in your area here.

  • What SIM providers do you recommend?

    Any SIM provider that uses the Telstra network. Belong, Aldi and Woolworths Mobile are all viable options.

  • What network should I use?

    We recommend only using a SIM that runs off the Telstra network. Vodafone have refarmed their 3G frequencies and so will no longer work with 3G devices such as ours. Optus will work, but does not have as great coverage as Telstra.

  • What is the size of the watch?

    The watch face is approximately 3.5cm wide x 4cm long 1.25cm thick.

    The circumference of the band is approximately 24cm at is largest, and 14cm at its smallest.

  • What is the warranty?

    iStaySafe devices come with a 12 month manufacturers warranty. Read our warranty policy here.

  • What after sales support do you offer?

    You can contact us via phone, email or online chat through the TicTocTrack website. Our customer service hours are Monday to Friday 8:30am to 5pm. We are closed on QLD public holidays and weekends.

     

  • When do I set up my subscription?

    Once you receive your order you will be provided specific instructions on how to set up your account and your subscription. You subscription will be set up via the app, so make sure you have payment details stored in your Apple Store or Google Play account.

  • How long will it take for delivery?

    Each device requires a certain amount of configuration for each individual user, as such we will attempt to dispatch your product to you within 4 business days from order (excluding public holidays). If you require your device urgently please contact us and we will make every endeavour to accommodate you. We make every effort to dispatch as quickly as we can, however, our delivery times are estimates only and are governed by the postal system and/or courier company, public holidays etc. Remote locations sometimes can take a little longer. All our goods are sent via Express post and so should arrive the following day. If you are concerned that your watch has not arrived please give us a call at 1300 872 256 and we will be happy to track the progress of your package for you.

  • What is an APN?

    Access Point Name (APN) is an authentication setting that allows your device to connect to your SIM providers network. If you are using the provided SIM with a Full Service Plan subscription, you do not need to worry about getting an APN as it is already setup for you. If you are considering using a BYO SIM Service Plan then you will need your network providers APN to setting up a watch with their SIM.

    Different network providers have different APN’s and if your network provider has not provided the APN in the paperwork, you will need find your SIM provider’s APN. Here is a list of some providers who use the Telstra network and their APN’s (as at 8-10-2020).

    • ALDI Mobile – mdata.net.au
    • Belong – mdata.net.au
    • Boost Mobile – telstra.wap
    • Lycamobile – data.lycamobile.com.au
    • TeleChoice – mdata.net.au
    • Woolworths Mobile – mdata.net.au
  • How do I insert the SIM?

    Start by removing the section on the back of the watch marked ‘SIM’ by lifting it off at the point marked by the small arrow. Make sure you place the watch on a towel or soft surface, as the screen can get scratched when face-down on a hard surface.

    Once you have removed the SIM cover, gently slide the silver SIM cover you until you hear a ‘click’ sound, and then flip open (see image below of watch with SIM inserted). Place your new SIM in with the gold chip side facing down. Flip the cover back over the SIM card and slide it back the opposite way to close until you hear another ‘click’. Replace the back of the watch and push until it clicks in.

    Follow this link to watch a short video on how to insert your sim: https://youtu.be/OIvCRR9t6d0

     

  • What SIM providers do you recommend?

    Any SIM provider that uses the Telstra network. Belong, Aldi and Woolworths Mobile are all viable options.

  • What network should I use?

    We recommend only using a SIM that runs off the Telstra network. Vodafone have refarmed their 3G frequencies and so will no longer work with 3G devices such as ours. Optus will work, but does not have as great coverage as Telstra.

  • Can I use the device if I travel overseas on holiday?

    Yes you can take your device with you when you travel if you are using one of our SIMs. Simply choose one of our International Roaming travel plans  to cover the time you are away.

    If you currently have a BYO SIM service plan you will need to contact your network provider to activate roaming on your SIM.

  • What is drift?

    Drift can occur with high sensitivity GPS receivers in areas where the device ‘sees’ multiple signals. This can happen when the signal is reflected off obstructions such as tall buildings, walls, tree cover etc and can cause an abrupt change in location. This generally occurs when the watch is stationary.

  • The watch displaying as inactive. What does this mean?

    Below is each watch status and their meaning:

    • Inactive = This indicates the watch is either switched off or has been stationary and not moved for a period of time.
    • Active = This indicates the watch is turned on and sending data to the software platform.
    • Located = This indicates the watch has connected with a satellite and is sending a positive location to the platform.
    • SOS = This indicates the SOS alarm has been activated on the watch and for the next 5 minutes it will attempt a location/fix with a satellite every 20 seconds.
  • How do I change the time on the watch?

    The time is updated from the Network based on the location of the wearer. The factory default time zone is set to Australian Eastern Standard Time (AEST) or UTC + 10, however once your watch updates it’s location from the Network the time will update to the local timezone.

    You can change the time display from analog to digital by pressing the screen and scrolling through the options. Tap the screen to save your chosen display.

  • Do I charge the battery with the watch on or off?

    We would recommend you turn your watch off to charge the battery to ensure it fully charges. Please also only charge the battery for the time specified in the instruction manual.

  • How long will the battery last?

    Under normal operating conditions the battery in the watch can last from 12 to 24 hours. Voice calls to the watch, SOS alerts and poor signal can drain the battery faster.

    The battery in the iStaySafeAlert button should last 1 year, depending on usage. A spare CR2032 button battery is provided.

  • The button won’t pair

    Try the following:

    • Make sure Bluetooth is turned on in your phone. Un-pair any old button devices and take them more than 50 meters away from your mobile.
    • If the button is new, ensure that you have activated the button by pressing the button for 5 seconds to see the blue lights flash and the device ‘beep’.
    • Bring the button close to the phone until you see it appear in the ‘available devices’ section under the iStaySafeAlert settings.

    If you do not see the device available, try previous steps again.

  • How many contacts can I have?

    You can add up to 6 emergency contacts in the app to receive alerts.

  • What is real-time tracking?

    Real Time Tracking means that a GPS Tracking device sends its location to the end user at a consistently high frequency.

    ‘Real time tracking’ feature on the iStaySafeAlert app is for times when there is a safety concern such as walking home at night from the bus stop. When toggled on/off, a notification goes to emergency contacts and/ or monitoring centre.

    iStaySafe watches step into high frequency locating for 5 minutes after an alert is activated.

  • How do geofences work?

    A geofence is a virtual perimeter for a real-world geographic area. When you set up a geofence you also set up an action for when the device enters or exits the geofence.

    iStaySafe software allows multiple geofences with separate in / out alert capabilities and selectable active / inactive time and day functions. 

  • Can you make calls from the watch?

    Yes, you can make calls from the watch to up to 6 saved numbers via the touchscreen. Please note these voice minutes are deducted from your plan, however, any calls you make to the watch do not incur any charges from us. So we would recommend if your loved one calls you have them hang up and then call them back so you can talk as long as you like.

  • What is the size of the watch?

    The watch face is approximately 3.5cm wide x 4cm long 1.25cm thick.

    The circumference of the band is approximately 24cm at is largest, and 14cm at its smallest.

  • I have a cracked screen, what do I do?

    Our 12-month manufacturers warranty does NOT include cracked screens, similar to most electronic devices with glass screens on the market.

    The watch screen is made with Corning glass, which is a toughened glass made to withstand normal use. This glass can crack or break when it makes forcible contact with a hard surface or object. The glass on our watches is similar to that used on the iPhone, and unfortunately, shatterproof glass is currently too expensive to be a viable option, though we hope this will change in the future. The watch is being used by thousands of people across Australia, and we have found that the screen will only crack if subjected to forcible impact.

    If you do happen to crack the screen of your TicTocTrack watch, we offer a discounted replacement watch, so please contact us at enquiries@istaysafe.com.au or 1300 872 256.

  • What is drift?

    Drift can occur with high sensitivity GPS receivers in areas where the device ‘sees’ multiple signals. This can happen when the signal is reflected off obstructions such as tall buildings, walls, tree cover etc and can cause an abrupt change in location. This generally occurs when the watch is stationary.

  • The watch displaying as inactive. What does this mean?

    Below is each watch status and their meaning:

    • Inactive = This indicates the watch is either switched off or has been stationary and not moved for a period of time.
    • Active = This indicates the watch is turned on and sending data to the software platform.
    • Located = This indicates the watch has connected with a satellite and is sending a positive location to the platform.
    • SOS = This indicates the SOS alarm has been activated on the watch and for the next 5 minutes it will attempt a location/fix with a satellite every 20 seconds.
  • How do I change the time on the watch?

    The time is updated from the Network based on the location of the wearer. The factory default time zone is set to Australian Eastern Standard Time (AEST) or UTC + 10, however once your watch updates it’s location from the Network the time will update to the local timezone.

    You can change the time display from analog to digital by pressing the screen and scrolling through the options. Tap the screen to save your chosen display.

  • Do I charge the battery with the watch on or off?

    We would recommend you turn your watch off to charge the battery to ensure it fully charges. Please also only charge the battery for the time specified in the instruction manual.

  • How long will the battery last?

    Under normal operating conditions the battery in the watch can last from 12 to 24 hours. Voice calls to the watch, SOS alerts and poor signal can drain the battery faster.

    The battery in the iStaySafeAlert button should last 1 year, depending on usage. A spare CR2032 button battery is provided.

  • What frequencies does the watch use?

    With our hardware we are one of only a handful who offer dual band 3G 850 & 2100 frequencies whereas most others only offer 2100 or 1900 which will reduce the coverage if overseas. In general with all networks 2100 is limited to the metropolitan areas.

  • How do I insert the SIM?

    Start by removing the section on the back of the watch marked ‘SIM’ by lifting it off at the point marked by the small arrow. Make sure you place the watch on a towel or soft surface, as the screen can get scratched when face-down on a hard surface.

    Once you have removed the SIM cover, gently slide the silver SIM cover you until you hear a ‘click’ sound, and then flip open (see image below of watch with SIM inserted). Place your new SIM in with the gold chip side facing down. Flip the cover back over the SIM card and slide it back the opposite way to close until you hear another ‘click’. Replace the back of the watch and push until it clicks in.

    Follow this link to watch a short video on how to insert your sim: https://youtu.be/OIvCRR9t6d0

     

  • Can I cancel my subscription?

    Yes, of course, you can cancel your subscription at any time. Note that the devices do not work without a subscription for SaaS (Software as a Service).

    If you purchased your watch prior to April 2019 you can cancel your subscription by either by logging in via the ‘My Account’ area of our website or if you pay via PayPal in the ‘profile’ section of your PayPal account.

    If you purchased your watch from April 2019 onwards, your subscription has been set up as an in-app subscription. To manage this subscription:

    For iOS devices:
    iTunes/Apple Store ? Scroll to the bottom and select Apple ID ? View Apple ID ? Scroll down to Subscriptions ? Select Subscription ? Cancel

    For Android Devices:
    Play Store ? Press three horizontal lines next to ‘Google Play’ search bar ? Subscriptions on the left hand side ? Select Subscription ? Cancel

     

  • What happens if I forget my username/password?

    If you forget your username or password, simply request a new one via the login screen on the desktop platform. Please note if you change your password via the ‘My Account’ section of our website this will not change the password to log in to the TicTocTrack monitoring platform as they are two separate systems.

  • Can I use the device if I travel overseas on holiday?

    Yes you can take your device with you when you travel if you are using one of our SIMs. Simply choose one of our International Roaming travel plans  to cover the time you are away.

    If you currently have a BYO SIM service plan you will need to contact your network provider to activate roaming on your SIM.

  • How do I send an SMS to the watch?

    The same way you would SMS a mobile phone. Open up messages put in the mobile number for your watch and send the message, the wearer of the watch will receive a tone to let them know they have received a message and then they can read it on the screen. To re-read a message lightly press the SOS button to bring it up again. Messages aren’t stored in the watch so the next message you send will delete the previous one. To scroll up or down through a message use the + or – volume buttons.

  • How do I add or change settings?

    Settings are changed via the app or web console. You will be given a User name and Login when you purchase your product. If you do not receive these, please contact the place of purchase to obtain them. To ensure your settings are secure please do not share these log in details.

  • Is my data safe?

    Security is of the highest priority for iStaySafe and as such your data is stored in government approved servers located in Australia and our data is encrypted to ensure privacy of our clients. You can read our Data Security Policy here, and all our policies here.

  • is Wi-Fi available?

    Yes, WiFi is used as part of our positioning system however connections to regular WiFi data networks is currently not supported.

  • Does iStaySafe comply with regulatory requirements?

    Yes, of course. iStaySafe devices are fully compliant with all mandatory regulatory standards for sale of products in Australia, New Zealand, Europe and the US. The Australian Communications and Media Authority (ACMA) are responsible for setting standards that all mobile communication products must be tested against. These tests include Electrical Safety, Electromagnetic Compliance (EMC), Specific Absorbtion Rate (SAR), Electromagnetic Radiation and various mobile network interoperability tests to name a few. iStaySafe devices and/or packaging carry the Regulatory Compliance Mark (RCM) which is represented by a triangle with a small tick, the CE mark (Europe), FCC (USA) and (recycle bin icon) to prove it.

  • Do I need a SIM card?

    Yes, you will need a Nano SIM card. There is a Telstra Nano SIM provided in the packaging and the costs are included with subscription. If you choose to BYO SIM, you will still need to pay a reduced subscription cost (SaaS – Software as a Service).

  • How do I charge the battery?

    Every device is supplied with a charging pad and cable. Simply plug the charging cable into a power plug and place the device on the charging pad. It will only go on correctly one way when the magnets on the device and charging pad align. Check the charging pad is connected correctly and the power is turned on. Check that the magnets on the device are clean and free of oil and dirt and that the pins on the charging pad are clean and free of first by gently wiping with a lint free cloth whilst disconnected from the power source. It is recommended that you place the watch on its side when charging to prevent damage to the screen.

  • How do I maximise my battery life?

    If you are experiencing low battery life there could be a number of things you can do to extend this

    1. Limit the number of voice calls and only use this feature in an emergency
    2. Ensure that you keep the watch on charge for a full charge period and see the battery full status before taking the device off of the charger. Also ensure that you only charge the device using the supplied charger.
  • Will the device work with 4G?

    The network that is utilised is 3G mobile network. The important factor is the frequency of the network. K.I.T Connectivity Solutions uses 850MHz, 900MHz and 2100MHz frequencies and the 4G network uses the 2100MHz frequency. In Australia the 4G network is primarily used for data with calls dropping back to 3G. If you are not in Australia check if these frequencies are available in your region. Check Frequencies

    Telstra advise the eventual switch off of the 3G network will not happen until June 2024.

  • What if the device gets wet?

    The device is rated IPX4 – water resistant, which means if you get caught out in the rain, the device should be ok. It is not, however, designed to be worn while swimming or bathing.

  • What if the wearer keeps removing the device?

    There is an optional accessory that can be utilised in this instance. A discrete locking pin is available which secures the device to a person’s wrist.

  • How is your technology different from an app?

    iStaySafe Personal Safety Solutions are integrated systems that incorporate a device to trigger SOS alerts in an emergency; and/or an app; and a web interface that is mobile optimised so it works on everything from a computer to a smart phone. It is a dedicated, standalone personal safety device, with its own SIM card. Unlike an app you do not need to unlock the screen or look at the device to be able to trigger an alert.

  • Can the device be used as a duress alarm for personal safety?

    Absolutely. iStaySafe personal safety devices are designed to support the lone worker as well as persons working or visiting threatening locations. Functionality for the iStaySafeWearable includes 1-way and 2-way voice, SMS messaging and dedicated duress button. It can also be integrated into a 24/7 monitoring centre for high level support and support.

  • Where will your technology and devices work?

    iStaySafe Personal Safety Devices that include a SIM operate on the 3G mobile network across Australia and internationally. This means it will work in similar areas to a mobile phone and with the same limitations (e.g. it may not work in an underground basement or in remote areas away from coverage). It is recommended that you check cellular (mobile) coverage in the areas you will be likely to use the device. Telstra advise the eventual switch off of the 3G network will not happen until June 2024.

  • I have a cracked screen, what do I do?

    Our 12-month manufacturers warranty does NOT include cracked screens, similar to most electronic devices with glass screens on the market.

    The watch screen is made with Corning glass, which is a toughened glass made to withstand normal use. This glass can crack or break when it makes forcible contact with a hard surface or object. The glass on our watches is similar to that used on the iPhone, and unfortunately, shatterproof glass is currently too expensive to be a viable option, though we hope this will change in the future. The watch is being used by thousands of people across Australia, and we have found that the screen will only crack if subjected to forcible impact.

    If you do happen to crack the screen of your TicTocTrack watch, we offer a discounted replacement watch, so please contact us at enquiries@istaysafe.com.au or 1300 872 256.

  • What is the warranty?

    iStaySafe devices come with a 12 month manufacturers warranty. Read our warranty policy here.

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