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Frequently Asked Questions

Q: I receive VASTLocate equipment, what’s next? 

  • Step 1: Refer to email “Welcome to VAST Locate (Customer Name)” from support@vast.global.

  • Step 2: Read and acknowledge EULA as detailed in the email.

  • Step 3: Within 24 hours of completing Step 2, you’ll receive portal login credentials. This email is autogenerated and may filter to Spam folder.

  • Step 4: Register for and attend your first training.

 

For less than 15 units: you will receive a welcome email from vast support which will have a link to the portal overview. 

 

For 15 or greater: In addition to the Welcome Email, you’ll receive an invitation to schedule a one-on-one training session with a VASTLocate Team Member who can provide tips on things like how to add users, track assets, create Geo-Fences, and more.

 

If you need help logging in, use the technical support tools available below or have the customer contact support@vast.global

 

Example of welcome email

 

 

 

 

 

 

 

 

 

 

 

 

For platform questions: 

                   PT: 8 AM to 4 PM

                   CST: 10 AM to 6 PM

                   EST: 11 AM to 7 PM

                   MT: 9 AM to 5 PM

For T-Mobile billing questions:

  • Refer back to TMO Rep or T-Mobile Business Care 844-810-0687 

For hardware or anything else: 

  • If you prefer email, contact support@vast.global

  • If you prefer a live person, call: 866-327-3905

  • Monday-Friday 7am-8pm EST 

 

Q: How do I log in?  

 

A: The POC on the account will receive an automated email from the portal with        temporary password.  


Example of email with username and password 

Q: What if I have my log in but need an overview of the platform? 

A: Click the following link: https://youtu.be/qO_1kml3cLI

 

Q: What are the technical support options available to me?

For platform questions: 

                   PT: 8 AM to 4 PM

                   CST: 10 AM to 6 PM

                   EST: 11 AM to 7 PM

                   MT: 9 AM to 5 PM

For T-Mobile billing questions:

  • Refer back to TMO Rep or T-Mobile Business Care 844-810-0687 

For hardware or anything else: 

  • If you prefer email, contact support@vast.global

  • If you prefer a live person, call: 866-327-3905

  • Monday-Friday 7am-8pm EST 

 

Q: Who gets alerts when assets are moving? 

A: The notification can be sent to any email that is configured in the VASTLocate Portal. The email can be the same for all devices or different for each device.  SMS available as well.

 

Q: Do the alerts communicate location updates?  

A: Yes, the alerts can be set depending on tracker functionality, to report on motion, or to relay location at specific preprogrammed times. 

 

Q: How long do push batteries last? 

A: Battery life will vary depending on battery capacity and the number of times per day the device is set to report to the platform its data. 

 

Q: What level of location accuracy is there? 

A: Location is approximately 3 meters.

 

Q: Can the asset tracker be pre-configured before installation? 

A: Yes, device is configured in the portal before installation. Some devices can receive updates over the air. 

 

Q: How long does it take to install the Asset Tracking solution? 

A: Depending on the tracker, installation can be a matter of seconds using a magnetic mount or could be installed in a matter of minutes with a bolted installation. 

Q: What does the price include? 

 

  • All Necessary Hardware 

  • Full Installation Service 

  • Complete On-Site Training Service 

  • App Access with Unlimited Users 

  • On-Site Testing and Certification

  • Connectivity (Billed by T-Mobile):

    • One Time Activation ($15 per device) 

    • + $5 MRC Plan 

Q: How is data protected? 

A: The solution ensures the highest standards of data protection with end-to-end, embedded AES 128-bit encryption.  

 

Q: Are you compliant with GDPR and/or CCPA? 

 

A: Yes 

 

Q: What mobile operating systems is the app compatible with? 

A: iOS/Android.  

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