Help and support
The questions we are asked most, answered properly. If yours is not here, write to us — a person reads it.
About the data
I searched a vehicle and nothing came back. Is it broken?
Usually not. A vehicle is only visible where there is a reading point — a tolled highway plaza. A lorry on state roads, on a short local run, or one that simply has not passed a plaza recently produces no records at all. Nothing found means nothing was recorded, which is not the same as the vehicle not moving.
How fresh is what I am seeing?
A crossing appears once it has been recorded and passed on to us. That is usually quick but it is not instant, and it is not guaranteed. Treat a timestamp as “recorded at”, not as a live position.
The same plaza appears twice. Why?
A plaza often reports one physical crossing several times. Repeats inside a short window are folded into one so a single crossing is not counted twice; past that window the vehicle has genuinely come back, and that is recorded as a new crossing. The administrator sets how long that window is.
Can I use this as evidence?
Not on its own. Records can be delayed, incomplete or absent, and gaps have innocent explanations. Use what you find as a lead to corroborate by other means. See where the data comes from for what the records can and cannot show.
Watching a vehicle
I added a vehicle but hear nothing.
A vehicle is only checked when one of its alerts is due, so a vehicle with no alert switched on is never checked at all. Open it and add one. The list marks any live vehicle that has no alert on it.
Why was my vehicle paused automatically?
A tracked vehicle is checked every fifteen minutes and each check spends one credit — about 96 a day for one vehicle — so checking stops by itself rather than let credits go on checks that cannot tell you anything new. Pausing a vehicle yourself does the same thing and is the largest saving available to you; the rest happen without you:
- Paused by you. Track a lorry for the day, pause it tonight, go live again whenever you need it. Nothing is re-added and no history is lost.
- Tracking period ended. Set an end time when you add a truck — checking stops there even if you forget about it, so a forgotten lorry cannot quietly spend a fortnight of credits.
- No movement detected. A parked lorry answers every check with yesterday's crossing. Once no crossing has arrived for the hours you allow, checking pauses instead of paying for the same answer.
- Portal not responding. If the portal cannot answer for a number enough times in a row, checking pauses rather than paying a credit per error. Usually a typo in the number.
- No credits left. An empty balance cannot pay for a check, so every truck that was live is paused at once rather than left on the list looking watched. Top up, then take the ones you still need live again.
A suspended account stops every vehicle on it at once — that one is not about any vehicle's settings, and support can switch it back on.
Paused trucks keep their history but do not consume tracking credits. Resume anytime when tracking is needed again. Every paused vehicle is on your watchlist, where it says why it stopped and can be opened or taken live again.
Its checks kept failing. What do I do?
That is nearly always a registration number that does not match any vehicle, or one the portal has stopped reporting. You are messaged after five failures in a row, and if they continue the vehicle is paused — a failed check costs a credit like any other, so retrying a number the portal will not answer only buys errors. Nothing is deleted: its recorded crossings stay, and it goes live again as soon as the number is corrected.
How do alerts reach me?
Through Telegram, once you have connected it in Settings, and in the bell inside the app either way. If Telegram is not connected the alert is still recorded — you will just have to open the app to see it.
How often should I check a vehicle?
As often as the vehicle is worth. Every automatic check spends one credit, so a fifteen-minute beat is about 96 credits a day and an hourly one is 24 — the choice is how soon you want to hear about a crossing against what that costs. A slower beat still records every crossing the portal reports, just later. Your plan caps how many vehicles may be watched at once; the credits cover how closely.
Account, credits and billing
What is the difference between a plan and credits?
A plan sets how many vehicles you may watch at once, and until when. Credits pay for the checking itself — one credit per check, whether we ran it automatically or you ran the lookup yourself. So the plan decides how many and the credits decide how closely. A plan is priced for its whole term and charged once, not per month. Topping up never changes your plan, its end date or its vehicle limit, and credits you have paid for never expire — the one exception is the free trial, whose credits end with it.
My checks stopped and I was not told.
Three things stop them: an empty balance, the plan itself ending, and a vehicle pausing itself. Check your balance first — with nothing in it nothing is checked, and every live vehicle is paused and marked No credits left so it stops costing you anything. Top up and take the ones you still need live again. If the balance is fine, check whether Telegram is still connected in Settings, then write to us.
I cannot sign in and the reset email never arrives.
Check the spam folder first. If nothing is there, write to us from the address you registered with — resets depend on outbound mail being correctly configured on the deployment, and if it is not, we would rather fix it than leave you locked out.
Still stuck?
Write to us with your account email and roughly when the problem happened.
Contact details for this deployment of Rahdari have not been published yet. See the contact page.