Frequently Asked Questions
If you are having issues with Compass Telematics products or solutions, please review this list of frequently asked questions to see if there's a ready answer. For other issues, please call Compass Telematics Technical Support at 022-23521312 Monday through Friday 10 a.m.-6 p.m.
Q: My vehicle hasn't updated for a couple of hours, but I know the vehicle is out and running now. What's going on?
A: In most instances, these are coverage-related issues and the data will back populate once the vehicle has travelled into an area of good coverage and goes through a full ignition cycle (ignition on/ignition off). Please call our customer support line at the first sign of improper reporting, Monday through Friday, 10 a.m.-6 p.m. at 022-23521312 so that we can troubleshoot effectively.
Q: What could interfere with my GPS signal or strength?
A: Generally, metal is the biggest culprit in GPS signal and strength interference, therefore anything metal on the dash or placed too closely to the antenna should be removed. Examples of this are metal clipboards, loose change, and aluminum foil food wrappers. Other items that could interfere with your GPS signal and strength are satellite radio antennas positioned too closely to ours and windshield decals which obstruct our antenna's view of the sky.
Q: When I try to log in, I'm told I'm using an "unknown/invalid username or password."
A: Please note that all usernames and passwords are case sensitive. If you feel you are entering it correctly, please contact our customer support team at 022-23521312 Monday through Friday from 10 a.m. - 6 p.m. or email support@compasstelematics.com with your username and fleet name for assistance.
Q: I have driver PINs set up for my drivers. One of my drivers is trying to log in but it is saying that his PIN is already in use. What's going on?
A: Chances are your driver forgot to manually log out of the vehicle he was previously in so the device is still recognizing him as "assigned." Have the driver manually log out of the vehicle he was previously in and this should remedy the problem. If not, please contact our customer support team at 022-23521312 Monday through Friday from 10 a.m. - 6 p.m. CST or email support@compasstelematics.com.
Q: I need to add another user. Is this something I can do?
A: All users and user access need to be handled by one of our Technical Support Representatives. Please contact us at 022-23521312 Monday through Friday 10 a.m.-6 p.m. CST so that we may assist you with this.
Q: What do the icons mean?
A: If you hover your mouse over the picture of the icon, a box will pop up that tells you what the icon means. You can also get a list of the icons and their meanings by going to the Help menu on your software and searching for "icons".
Q: I recently switched computers and lost my software. Is there somewhere I can download it?
A: Please contact our customer support team, Monday through Friday, 10 a.m.-6 p.m. CST at 022-23521312 or email support@compasstelematics.com.
Download is complete once you are prompted to log into the software itself. This is where you will use your usual login credentials.
Download is complete once you are prompted to log into the software itself. This is where you will use your usual login credentials.
Q: Is there any way to restrict software users from viewing certain vehicles on my fleet?
A: Yes. Please contact a support specialist at 022-23521312 to set up or modify permissions.
Q: How long is data saved on the server and can I retrieve this data through my reports for a certain length of time?
A: Data is saved on our servers for approximately 180 days. If data is needed past the 180 day mark, our database team may be able to retrieve that, but due to how labor-intensive this task is, a substantial fee may be passed along to the customer. We strongly encourage our customers to frequently run reports based on their needs at a minimum of every week and up to once a month and either print them or export the file to a designated folder on their PC.
Q: I would like to speak with someone about purchasing your products. Who can I call?
A: Phone 022-23521312 email sales@compasstelematics.com.
Q: I have a question about your State Mileage Report. Who can I speak with about that?
A: For questions about any of the functions within the Compass Client, please feel free to contact customer support at 022-23521312. Additionally, we know some would rather not talk to someone on the phone if the information is readily available. If you would rather find the information yourself, the help section of the Compass Client is extremely comprehensive and in most cases will have the answer to your question. If you would rather speak to a support specialist, please don't hesitate to give us a call.
