FAQs
The following are just some of the questions and queries that you may have regarding the operation of your Neo-Trac system. For more information please click here to contact us or to speak directly to a Neo-Trac advisor on 0870 060 1971
What is Thatcham Category 5?
Thatcham is an accreditation body funded by the insurance industry to test and monitor vehicle related car safety and car security. Category 5 is the highest Thatcham rating for after theft systems for vehicle recovery and follows strict criteria. Only the most technically advanced car tracking systems receive the Thatcham Category 5 rating, ensuring priority Police response and the quick and safe return of your car.
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What makes Neo-Trac different from other car tracking systems?
Over and above its Thatcham Category 5 rating, Neo-Trac is the smallest car tracking system on the market yet, has the most advanced tracking technology available. It is the only car tracker on the market with the added value of Safety First, a unique accident monitoring service that can help saves lives. It also comes with a full 3 year warranty.
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What do I do when my car needs servicing?
If your car needs to be driven by a service or repair engineer, please call Neo-Trac Customer Services on 0870 060 1971 to request that your Neo-Trac system be put into service mode for the duration of the service or repair. This allows your car to be driven without your Driver Verification Tags (DVTs) and prevents a false alarm. When your car is returned to you, simply contact Customer Services to reinstate normal operating mode.
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What if I have lost my Driver Verification Tag?
If a tag is lost or stolen call Neo-Trac Customer Services immediately on 0870 060 1971. The lost or stolen tag will be deactivated and a replacement organised. A charge is made for replacement tags.
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What happens if I leave my tag in the car?
If you leave the tag in your car when you park it, your Neo-Trac will not be able to detect if the car is stolen, substantially reducing its effectiveness as any movement of the vehicle will appear authorised. However, if you discover your car has been stolen with the tag, you should call the Police first to report the theft and obtain a crime reference number, then call the Neo-Trac Monitoring Centre and ask them to activate the tracking service. They will then coordinate with the Police, improving the chance of recovery of the car.
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What happens if the tag is stolen with my car keys?
If you discover your car stolen, contact the Police immediately to report the theft and obtain a crime reference number, then can call the Neo-Trac Monitoring Centre and ask them to activate the car tracking service. They will then coordinate with the Police, improving the chance of recovery of the car.
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How do I know that my Neo-Trac is working?
Your Neo-Trac car tracking system is remotely checked regularly to ensure it is fully functional. You will also get a regular health check message to confirm your Neo-Trac is working.
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What if I am selling my car?
Your Neo-Trac system cannot be removed from your car for reinstallation to another vehicle. If you sell your car please contact Neo-Trac Customer Services on 0870 060 1971 and inform them of the date of sale. We will deactivate your Neo-Trac system, but the new owner can register with Neo-Trac Customer Services on 0870 060 1971 and pay an administration fee.
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Can Neo-Trac be fitted to any vehicle?
Yes, Neo-Trac is the smallest car tracking device on the market and can be fitted to any vehicle that has a suitable space for it to be concealed.
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Will my Neo-Trac still function abroad?
Yes, thanks to the advanced GPRS/GSM technologies in Neo-Trac, the system will track your car in over 30 countries across Europe.
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Does Neo-Trac work in other European countries?
Yes. If a car is stolen in the UK, the Neo-Trac Monitoring Centre will be able to track it if it is moved to other European countries. They will advise the Police in the UK of the theft who will liaise with the Police overseas. If your car is legitimately in another country and is stolen there, Neo-Trac will detect the theft and the Monitoring Centre will call you to verify that a theft has occurred. You will then need to alert the local Police and advise them that the vehicle is tracked and that the Neo-Trac Monitoring Centre can assist them with locating and recovering the vehicle. Additionally, with the local Police's permission, Neo-Trac could immobilise the vehicle. In all countries, the Police are not obliged to respond to any crime and normally operate on a priority response basis.
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What does Neo-Trac European coverage include?
If your car is stolen anywhere in Europe, the Neo-Trac car tracking system will be able to track it throughout Europe. However, we are unable to guarantee the actions of the Police in countries outside the UK. The Neo-Trac Monitoring Centre will endeavour to contact the Police closest to your car, but we cannot unfortunately guarantee their response.
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Am I eligible for a discount from my insurance company?
As Neo-Trac is a Thatcham Category 5 accredited system, and exceeds many of the Category 5 Criteria, the majority of insurance companies will take this into account and offer you a discount. Please contact your insurer to find out if you are eligible for a reduction in your premium.
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What happens if a thief disconnects my battery?
Neo-Trac has its own internal backup battery. If it is disconnected from your car battery, it will continue to operate and an alert will be raised.
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Will a thief know that I have Neo-Trac fitted?
No. If a thief suspects your car is fitted with a tracking device, they may try to remove it, so no visible reference is supplied with your Neo-Trac.
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What is the difference between the 'Buy Now' options?
The Neo-Trac options are designed to help you buy Neo-Trac in a way that suits your pocket. You can enjoy a 20% saving over 3 years if you apply for a 3 year subscription in advance,* or alternatively you can choose to buy just one year's service and renew it by annual subscription instalments.
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What does the subscription charge cover?
The Neo-Trac subscription charge covers the cost of maintaining your Neo-Trac's connection to the GSM network and the provision of the Neo-Trac Monitoring Centre 24 hours a day, 7 days a week.
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What are the Neo-Trac operating hours?
The Neo-Trac Monitoring Centre is open 24 hours a day 7 days a week monitoring your car safety and car security. Neo-Trac customer services are open during normal office hours 8am until 6pm, Monday to Friday, and 9am until 1pm on Saturday.
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Can I order Neo-Trac for a car that I do not own?
Yes, but you will need the owner's permission.
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What is VSIB accreditation?
Neo-Trac is installed by Vehicle Systems Installation Board (VSIB) accredited and security cleared engineers, VSIB is supported by the Association of Chief Police Officers (ACPO).
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Will the Neo-Trac Monitoring Centre sometimes just call the Police?
Yes, for accident alerts. UK regulations mean that emergency calls from the Neo-Trac Monitoring Centre will always go to the local Police station closest to your car's location. The Police will then decide the best action if your Neo-Trac system indicates that your car has been stolen or involved in an accident, alerting the other emergency services such as the Ambulance of Fire services.
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What is the difference between Thatcham Category 5 and Category Q?
Thatcham Category 5 accreditation is for after theft vehicle tracking systems that attract a priority response from the Police to reports of vehicle theft when installed on a vehicle. Accreditation covers tracking hardware function, the way it installed and the skills and security status of the installation engineers. Category 5 is a security device accreditation.
Category Q is a standard applied to the functional design and manufacture of tracking hardware, does not extend to the installation itself or to the training or security clearance of the installer. Category Q devices are not officially recognised as security devices.
Thatcham Category 5 accreditation requires the use of a 24/7 manned Secure Operating Centre that receives and monitors alerts from the vehicle and has the authority to contact the Police directly using a dedicated priority telephone line.
Category Q devices are not linked to a Secure Operating Centre. In the event of a vehicle theft the owner of a Category Q installation would have to report the theft to the Police directly using normal methods.
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Can Neo-Trac be fitted to a classic car with positive earth wiring?
Yes. Neo-Trac can be installed on vehicles with both negative (the modern standard) and positive earth electrical systems.
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