Answers, not another ticket.

Our installer mounts the device in a concealed spot in your vehicle, away from heat, water and moving parts, and wires it to three points: your battery (+12V/24V), the vehicle body (ground), and the ignition line. The SOS button is mounted within the driver's reach and tested. The device has a built-in eSIM and antennas — nothing is inserted or attached externally, and the enclosure is never opened.

Once wiring is confirmed with the GPS/GSM status LEDs, the installer records your IMEI, vehicle number and contact details and passes them to our Support Team to activate your account.

Your device stays offline until Support completes account setup right after installation — this includes activating the eSIM, registering your IMEI, and creating your login. This is normally done the same day. If it's taking longer, contact Support with your vehicle number and IMEI and we'll check the status.

Ask them to show you: the GPS and GSM status LEDs are lit, the ignition status changes when you turn the vehicle on/off, the SOS button responds when pressed, and the IMEI label is legible. This matches our own installation checklist, so it's a fair thing to ask for.

This usually means one step in the handoff to Support hasn't completed yet — your IMEI needs to have been shared and confirmed, your login (User ID) needs to be created, and the device needs to be online with a working internet connection.

Contact Support with your vehicle number and IMEI; we'll check which of those steps is still pending and finish it.

Support activates your device using its IMEI and links it to a data plan through APM Connect.

1. Log in to APM Connect (apmconnect.app) with authorized credentials.
2. Navigate to Device > Device Activate.
3. Select the device, paste its IMEI number, select the data plan, activate, and verify.

Login failed

Check the login credentials being used.

IMEI not found

Confirm the IMEI is correct, and check whether the device has already been activated in a report.

Activation failed

Retry after confirming the correct data plan is selected.

GT06 activation happens in APM Connect and includes an extra step AIS140 doesn't need — transferring the device from our admin account into your dealer's account before it can be assigned to you.

1. Open the APM Connect Portal (apmconnect.app) and log in with an authorized User Name and Password.
2. Navigate to Device > Device Activation.
3. Enter the device information: SIM Number, IMEI Number, ICCID Number, State, and Device Type. Verify everything before proceeding.
4. After saving, transfer the device from the Admin Account to the correct Dealer Account.
5. Select the transferred device and complete activation (selecting a plan if applicable), then confirm.
6. Once activated, assign the device to the correct End User (customer) account.

IMEI already exists

The device was already added — verify the IMEI before creating a new record.

ICCID mismatch

Recheck the SIM and ICCID details entered.

Dealer transfer failed

Verify the correct dealer account was selected and repeat the transfer.

Activation failed

Retry after re-verifying the plan and other required details.

End User assignment failed

Create or select the correct End User account before assigning the device.

Once your IMEI is confirmed, your dealer creates a tracking login for you in APM Connect and links it to your device. On your first login, you'll be asked to confirm your vehicle's plate number — after that you have full access to live location, trip history, and distance travelled. (If you're the dealer looking for the exact steps to set this up, see "How do I create a tracking login for a customer?" under For Dealers.)

Support or your dealer can use these to check status, reset, or reconfigure your device remotely without needing to physically access it.

GETVSTATUS

Checks whether the device is active and responding.

GETSERVERDETAILS

Retrieves the device's configured server details and verifies connectivity.

SETVRESET

Restarts the device to restore normal operation.

SETGRESET

Restarts the GPS module to refresh GPS connectivity.

GETVINFO

Retrieves device information such as IMEI, firmware version, and configuration.

SETVEHREG <number>

Updates the vehicle registration number stored on the device, e.g. SETVEHREG TN01AB1234.

GETVDETAILS

Retrieves detailed device information and configuration.

SETTESTRIG 0

Triggers an Emergency ON test event, to verify SOS functionality.

SETTESTRIG 1

Triggers an Emergency OFF test event, to verify SOS functionality.

SETVDEFAULT

Restores the device to its default configuration.

GT06 devices use a different, shorter command syntax than AIS140. These are typically sent by Support or your dealer during setup or diagnostics.

IMEI#

Retrieve the device IMEI.

PROTOCOL,2,2#

Set the device communication protocol.

SERVER,<your IP>#

Configure the server address the device reports to.

APN,AIRTELIOT.COM#

Set the SIM APN.

ALARMACC,1#

Configure ignition/ACC-based alarm behavior.

PARAM#

Retrieve the device's current parameters.

STATUS#

Retrieve the device's current status.

This means the device hasn't been able to lock onto GPS satellites yet.

1. Confirm the vehicle is parked outdoors, away from covered parking, tunnels, or tall structures that block the sky.
2. Check the satellite count in the device status if visible — a low or zero count means a weak or absent fix.
3. Restart the device, either remotely or by power-cycling it.
4. Wait 5–10 minutes after the restart for the GPS module to reacquire satellites.
5. Recheck the GPS status.

Still "Not Fixed" after all steps

This can point to an antenna or hardware issue — contact Support with your IMEI for a closer look.

Weak satellite count even outdoors

Try moving the vehicle to a more open area and recheck after a few minutes.

GPS not fixed and GSM/network also down

Address the network connectivity issue first, then recheck GPS separately.

This is usually a signal or refresh issue rather than a permanent fault.

1. Confirm the vehicle is outdoors with a clear view of the sky.
2. Check for anything that could shield the GPS antenna — metal covers, underground parking, nearby structures.
3. Refresh the app or portal to request an updated location.
4. If still incorrect, restart the device and check again.

Still wrong after restart

Contact Support — we may need to schedule a field inspection of the installation.

Location stuck at one point despite movement

This suggests a stale reading or possible antenna fault; refreshing and restarting usually resolves it, otherwise escalate for inspection.

We can check this against the raw trip data on our side.

1. We open the trip/playback history for the date and time range of the trip in question.
2. We compare the recorded start location, end location, and total distance against what was reported.
3. We check the GPS data for continuity — looking for gaps or missing location packets during the trip.
4. We check whether any missing data lines up with a known signal-loss period (e.g. a tunnel or dead zone).
5. We review the trip replay, if available, to visually check for jumps or erratic movement in the route.

Distance came out higher than actual

Often GPS drift or signal noise while stationary — reviewed via trip replay.

Distance came out lower than actual

Usually missing GPS packets during part of the trip, often tied to a signal-loss period.

Still unexplained after all checks

We escalate for a technical investigation into firmware and GPS accuracy.

To have us check a specific trip

Contact Support with the trip date and approximate time and we'll run this check for you.

Here's what we check when a device has stopped reporting.

1. Check the last communication time — when the device last successfully sent data — and how long it has been inactive.
2. Verify the SIM is active.
3. Check that the device is receiving power.
4. Verify the GPS antenna connection.
5. Check GSM signal availability and strength.
6. Confirm the device is able to reach our server at all.

SIM inactive

The SIM may be expired, blocked, or have an unpaid renewal — we verify and reactivate it.

No power supply

Usually disconnected wiring or a vehicle battery issue — we may ask you to check the wiring and battery.

GPS antenna issue

The antenna may be disconnected or damaged — we may ask you to check the connection, or escalate for inspection.

Weak or no GSM signal

We confirm the vehicle's location has adequate network coverage.

Everything checks out but server still isn't receiving data

This is escalated as a backend issue, since it isn't resolvable at the field level.

We try a couple of recovery steps before treating this as a hardware issue.

1. We check device connectivity using the companion Bluetooth app.
2. We perform a remote battery reset.
3. We verify whether the device responds after the reset.
4. If it still doesn't respond and you have an urgent/uninterrupted-service need, your dealer replaces the device on the spot so your vehicle stays covered.
5. The faulty unit is shipped to our Chennai office for inspection.
6. Our R&D team reviews it, confirms the root cause, and carries out the repair.
7. The case stays open — with the replacement and repair status tracked — until the serviced device is returned and our records are updated.

This is a routine daily check, not something that only happens when you report an issue.

1. We look up the device by IMEI or vehicle number on the tracking platform.
2. We check: device status (online/offline), last updated time, GPS signal, and network signal.
3. We confirm the live location is correct and updating at the expected interval, and whether the vehicle is moving or stationary.
4. We check GPS parameters: latitude/longitude, speed, ignition status, direction, and odometer.
5. We review recent alerts: power disconnect, low battery, GPS signal loss, tamper, and geofence alerts (if configured).
6. If the device is offline, we work through subscription status, SIM/network status, and power supply before asking you to switch the ignition on and refreshing.
7. We log the outcome and let you know if anything needs your attention.

Separate from the general device check above, we also periodically verify AIS140-specific compliance fields on the government monitoring portal.

1. We search the device by vehicle number, IMEI, or device ID on the AIS140 monitoring portal.
2. We verify: device online status, GPS fix status, network status, last packet time, emergency button status, and internal battery status.
3. We confirm the location is updating correctly on the map.
4. We verify our server is actually receiving the data, consistent with the last packet time.
5. We record the results, including IP status and vendor ID, for compliance record-keeping.

An issue gets escalated when it can't be resolved through standard field-level troubleshooting.

1. We confirm standard troubleshooting has been completed and documented (Bluetooth connectivity check, battery reset, and a check of the result).
2. We notify management with the full case details: your/dealer details, device model and serial number, the issue, actions already taken, current status, and impact on your operations.
3. We escalate to our R&D senior staff with the complete findings, logs, photos or videos if available, and whether it's a single device or multiple devices showing the same issue — and get their technical direction before proceeding further.
4. Meanwhile, your dealer replaces the faulty device on the spot so your operations aren't interrupted, and you're told the original device has been escalated for investigation.
5. The faulty device is collected and shipped to our Chennai office, with traceability maintained throughout.
6. We follow up regularly with R&D on investigation status and keep you and management updated.
7. The case is only closed once root cause analysis is complete, corrective action has been implemented, the repaired or replacement device has been delivered, and our service records are updated.

Press and hold it and check for a response in the app within a minute. If nothing happens, contact Support with your IMEI — this is treated as a priority check given what the button is for. We verify it via device diagnostics and event logs, and it may require a technician visit to inspect the wiring or connector.

Check, in order: the vehicle battery has charge, the device's power and ground wiring is connected and not loose, the GSM signal LED is lit, and your SIM/plan is active. If all of that checks out and it's still offline, contact Support with your IMEI — we'll also check your subscription status and ask you to switch the ignition on before refreshing and rechecking on our end.

This is often a power issue rather than a device fault — check for a loose power or ground wire, a weak vehicle battery, or unstable ignition wiring, which can cause voltage fluctuations. If it keeps happening after that check, the device should be brought in for inspection rather than repeatedly reset in the field.

Check the vehicle battery, and confirm the red (power) and black (ground) wires and the harness connector are all firmly attached with nothing loose or disconnected. If it still shows no power after that, the device should be brought in for inspection.

Confirm the device has power and the battery and wiring are properly connected, then restart it. If no LEDs light up after that, this points to a hardware fault — contact Support with your IMEI so it can be escalated for inspection.

This is usually a wiring issue on the ignition (ACC) line rather than the device itself — check that the brown wire is properly connected and getting voltage when the ignition is on, and that the connection is continuous (not loose or corroded). Restart the device after checking. If it still doesn't update, contact Support for a wiring inspection.

Our team checks devices daily as part of routine monitoring, on top of anything you or your dealer flag directly. Depending on your device type (AIS140, GT06, or other), that check may run across more than one platform on our side — you don't need to do anything for this, it happens in the background.

You can reach us by phone, chat, WhatsApp, or email.

1. We take down your Device ID, vehicle number, and a description of the issue.
2. We work through the specific checklist for that type of issue — tracking, application/server, no-signal/poor-network, government portal data, or SOS/panic button.
3. If it's not something we can fix directly (e.g. application or server-side), we escalate it to the Development Team and keep you posted.
4. If it's a no-signal/poor-network situation, we may guide you through using the companion Bluetooth app to check status and send commands, or a battery reset.
5. Your ticket is only closed once you've confirmed the problem is actually resolved — not before.

Double-check your username, password, and internet connection, and make sure you're on the latest version of the app. If you can, try logging in from another device to narrow down whether it's an account issue or a device/network issue.

Still stuck? Contact Support — we can reset your account access directly.

We follow up ourselves on three kinds of open cases:

Location tracking issues

We investigate, coordinate with the technical team, and keep giving you progress updates until it's fully resolved and you confirm tracking is working correctly.

Device renewals due

We monitor devices coming up for renewal and reach out to remind you. If we don't have your contact details, we coordinate with your dealer instead, and follow up with them until it's renewed.

Inactive devices

We monitor the portal for devices showing inactive, contact you or your dealer to find out why, help reactivate where we can, and keep following up until it's active again or a final status is confirmed.

If you feel forgotten

You shouldn't need to keep chasing us — if you haven't heard back in a reasonable time, feel free to reference your original ticket when you reach out again.

Onboarding covers account setup, government registrations, training, and connectivity — here's the full journey.

1. We create a dedicated WhatsApp group with your team and ours — this becomes the main channel for onboarding updates, documents, videos, and support.
2. We create your Dealer ID in APM Connect and share your login details in the group.
3. We register your location as a certified fitment center ("RFC") on both the VAHAN VLTD Maker portal and the NIC portal, and share the RFC details once created.
4. We schedule a remote training session (via AnyDesk or UltraViewer) and complete your account activation, covering portal navigation, device activation, certificate generation, troubleshooting basics, and daily workflow.
5. We share the full AIS-140 command list and explain when and how to use each one.
6. We share the Bluetooth companion app (for emergency/short-range use), demonstrate it, and share a demo video.
7. We share our standard device installation video and best practices.
8. We share a certificate-generation demo video, and walk through it live if needed.
9. If you run your own tracking software, we collect your server IP, raise an IP whitelisting request with Airtel, and share the server communication commands once whitelisted.
10. We collect two of your authorized mobile numbers and get them whitelisted for sending device commands.

This is done from our side in APM Connect once we have your details.

1. Log in to APM Connect with an authorized Admin/Backend login.
2. Open Company > Dealer from the left-hand navigation.
3. Enter your company/dealer name exactly as it should be recorded.
4. Enter contact and address details: email, mobile number, address, city, state, country, and pincode.
5. Select the Sub-Distributor you should be mapped under.
6. Set a User Name for your login (commonly your dealer name in lowercase, no spaces).
7. Set a password and confirm it.
8. Enter a phone number for login-related communication.
9. Review everything and submit to create the Dealer ID.

Submit button greyed out

A required field is blank — check all fields are filled.

"User already exists" error

The username or email is already registered — choose a unique username and confirm the email isn't already in use.

Passwords don't match

Re-enter both password fields carefully.

Sub-Distributor missing from dropdown

It may not be onboarded yet, or the wrong region filter is applied.

Mobile/Phone number rejected

Re-enter using exactly 10 digits, with no spaces, dashes, or country code.

RFC stands for Retro Fitment Centre — the government's registration of your location as an approved place to install and certify AIS140 devices. This is one of two separate RFC registrations you need (see the NIC portal question too).

1. Our Manufacturer RFC Admin logs in to the VAHAN VLTD Marker portal.
2. Goes to User Management > Create New User.
3. Selects the User Type (Retro Fitment Center), confirms the Organisation, and sets the User Role to "Fitment User."
4. Enters your details: User ID, Mail ID, Name, and Mobile Number, then submits.
5. Goes to User Permission for the newly created user, clicks "Add New," and submits to activate it.
6. You then receive your login ID and a one-time password (OTP) via SMS and email.
7. You log in with the ID and OTP, and set your own personal password.

OTP/SMS not received

Usually an incorrect mobile number or email was entered — we'll verify and recreate if needed.

"Fitment User" role not in dropdown

Usually the wrong User Type or Organisation was selected first.

Can't log in after account creation

The User Permission step may not have been completed yet on our side.

Password change fails on first login

The OTP may have expired or already been used — request a fresh one.

This is the second, separate RFC registration — both this and the VAHAN VLTD Maker portal registration are required, not just one.

1. Our Manufacturer Admin logs in to the NIC portal.
2. Navigates to RFC Registration from the left-hand menu.
3. Fills in the Create Retro Fitment Centre form with your details: State, District, RFC Name, Contact Person, RFC Address, Email ID, and GST Number, then submits.
4. You receive a login ID and one-time password (OTP) from the NIC portal.
5. You log in with the ID and OTP, and set your own personal password.

RFC registration rejected

Usually a missing or incorrectly formatted GST Number or Email ID.

District dropdown not populating

Select the State first and let the District list load before choosing.

OTP not received

Usually an incorrect mobile number or email — we verify and resubmit if needed.

Training is structured across ten areas so you can operate independently afterward.

1. Device knowledge — features, specifications, installation, and how each model works.
2. APM Connect navigation — all menus, features, and daily operations.
3. SIM activation — procedures, verification, and troubleshooting.
4. Device commands — the full command list, what each one does, and how to run it in APM Connect.
5. Live remote training via AnyDesk — real-time demos of installation, configuration, and troubleshooting.
6. Number whitelisting and SMS configuration for your team's mobile numbers.
7. VAHAN VLTD Maker Tagging — the full workflow, plus certificate generation after tagging.
8. Tracking ID creation — registering and setting up customer tracking access.
9. The Bluetooth companion app — installation and every command, for emergency use.
10. Colour status indicators — what each device LED colour/state means, and diagnosing issues from it.

Not receiving SMS after whitelisting

Your mobile number may not be correctly whitelisted yet — we re-verify and send a test SMS.

AnyDesk session won't connect

Check AnyDesk is installed/updated and your network allows remote-access traffic.

VAHAN tagging rejected

Cross-check chassis number, device IMEI, and vehicle details against VAHAN records.

Certificate not generated after tagging

The tagging status needs to show "Approved" first, not just "Installed."

Reach out to your Dealer Support contact with the device ID and what you've already tried — here's how issues get routed from there.

1. Live tracking / device issues: we verify device response and firmware, troubleshoot, and escalate to Development if it turns out to be application-side.
2. Application / backend issues: we identify whether it's app or backend, coordinate with Development, and keep you updated until resolved.
3. Government / portal issues (NIC, VLTD Backend, VLTD Maker, TN Portal): we check the portal/service status, raise a request by email to the relevant helpdesk, and follow up by phone.
4. Certificate generation / pending data packet issues: we check data sync and backend status, resolve it, or escalate to the Backend Team.
5. Network connectivity in low-coverage areas: we guide you through Bluetooth command troubleshooting and re-verify connectivity.
6. Device reset/recovery and firmware: we guide you through a battery or device reset, and keep devices on the latest approved firmware.
7. Anything still unresolved is escalated to Development, Backend, or Infrastructure based on the root cause, and tracked until closed.
8. If you're a Tamil Nadu-based dealer, also check the regional TN portal status before escalating further to a government helpline.

This is done from your dealer login in APM Connect, in a few parts.

1. First confirm ownership: go to Reports > Generic Report > Device, enter the IMEI, click Fetch, and check which dealer it's assigned to.
2. Log in to your Dealer ID in APM Connect.
3. Go to Settings > Company > End User to create the customer's account: enter their name or vehicle number, email, mobile number, address, city, state, country, pincode, and a password, then submit.
4. Go to Device > Dealer Transfer, enter the IMEI, click View Details, select the User radio button, choose the End User you just created, and click Assign.
5. The customer then logs into their new account, goes to Tracking, opens Edit on their device, enters their vehicle's plate number in the Plate No. field, and submits.

VAHAN is India's national vehicle registration database. AIS140 devices must be tagged and certified against it so your device's IMEI and serial number are officially linked to your vehicle's registration — this is a legal requirement, not just an APM process. Here's the actual certification workflow.

1. Log in to the VAHAN portal with authorized RFC credentials.
2. Go to the Pending section and select the vehicle to certify, then click View Activation.
3. Verify all seven data packets have been received: PVT Data, Health Data, Emergency ON Data, Emergency OFF Data, Login Data, E-SIM Details, and Activation SMS Response.
4. If any packet is missing, send the relevant device command to update it (e.g. GETVSTATUS to check status, SETVRESET to reset if Login/Health data isn't OK, SETTESTRIG 0/1 for Emergency ON/OFF, or the ACTV command shown on the portal for the Activation SMS Response) — all packets need to be OK before continuing.
5. Enter the customer's name and mobile number, confirm, and click Send OTP.
6. Enter the OTP received on the customer's phone to verify it.
7. Click Print Certificate to generate it.
8. Upload the certificate back to VAHAN via View/Upload Fitment Letter > Upload Fitment Letter, selecting the vehicle and confirming the upload.

Suraksha Mitra is a state-level portal (used in states such as Himachal Pradesh) that mirrors VAHAN tagging status for vehicles registered there. Your dealer handles this on your behalf as part of standard certification.

1. Log in to the Suraksha Mitra portal.
2. Go to VTU Tagging > VLT Tagging and search by the device IMEI.
3. Check the status: if it shows "Approved," the certificate can be downloaded; if it still shows "Installed," it isn't ready yet and needs to reach Approved first.
4. Once Approved, select the vehicle and click "Upload to VAHAN," then wait for that to complete.
5. Click Print to generate the Suraksha Mitra certificate.