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Aercept Support
Our knowledgeable and courteous technical support staff is available to current
customers and can answer any questions about our products, including:
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Status on an existing order
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Billing and account inquiries
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Vehicle status issues
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Installation issues
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Startup test issues
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Return Material Authorization (RMA) Requests
There are three ways to contact customer and technical support.
FAQ's
What information do you have related to the loss of
analog units in February 2008?
Now that my Aercept system has been installed, what do I
do next?
If I am having a problem, how do I get help?
How does the system send out a message to notify me of an
event?
How do I use the special commands such as disable/enable
starter?
When I initiated a request I got a message back saying
the unit was unable to complete the request, Why?
How do I locate my vehicle?
Can I see where my vehicle has been in the last day or
two?
If my car doesn't have an alarm system, will I still be
able to know if my car has been tampered with?
Where do I enter my vehicle information?
I would like to buy additional actions. How do I do this
and what is the cost?
My annual subscription agreement has almost expired.
What do I need to do to renew it?
I am concerned about privacy. How is my information
protected?
What happens to my subscription if I sell my vehicle?
What if I need to change my personal or vehicle
information?
What if there is a problem with the device in my car?
What is the warranty on the Aercept system?
Will the Aercept unit work if the car battery is dead?
What information do you have related to the loss of analog units in February
2008?
We don't expect all analog units to just quit working in February 2008,
but as of that date repairs and maintenance of analog towers will most likely
cease, causing any analog signals from the units to start degrading. We
strongly recommend replacing all analog units with digital units, particularly
on high risk vehicles immediately.
Now that my Aercept system has been installed, what do I do next?
Your representative should have helped you choose a User Log in and a
default password. It will be on your paperwork. Go to the Aercept website and
enter your Username and Password and then click the SUBMIT button. This will
take you to the control panel of the vehicle interaction page. Select your
vehicle. The functions available on your device are listed on this page.
IMPORTANT: Please remember to update your profile should any information
contained in our records change.
If I am having a problem, how do I get help?
You can contact our customer/technical support by calling 866-677-5671;
this will connect you to customer support.
How does the system send out a message to notify me of an event?
E-mail addresses will be entered into the system with your original
order. Currently, alert messages will automatically be sent to the entered
email address. An email will be sent to the address you type in only once.
Please be sure that the email address entered is correct, Aercept will not be
held liable for missed messages as a result of improper data entered by the
user.
How do I use the special commands such as disable/enable starter?
Click on the command you wish to activate. When you click on your
selection, the system will start the transmission process. This could take up
to 3 minutes. You will see a moving graphic and a message that the request is
being processed. Once completed successfully, your request will be displayed
with a map location indicating that your request has been acknowledged.
When I initiated a request I got a message back saying the unit was unable
to complete the request, Why?
The Aercept solution works with the cellular communications system in
much the same way as a wireless phone. Unfortunately, wireless signals are not
always of uniform quality in every area. When the signal is weak or the vehicle
is out of the area where cellular coverage is available, you may not be able to
connect or a call may become disconnected. You may have to wait a few minutes
and then resend the command to get a connection.
How do I locate my vehicle?
The Aercept web site allows you to track your vehicle in real-time with
updates at specified intervals. To track your vehicle and get a precise
location click on the vehicle location tab. Once again the request will go into
a process mode and the transmission may take up to three minutes. Once the
command has been successfully received the map will automatically be displayed.
You will see the vehicle's position with the icon that identifies your vehicle
on the map screen. Above the map will be the data that relates to the status of
the vehicle including any address information.
Can I see where my vehicle has been in the last day or two?
Yes, in fact you can run a history report on your vehicle from a few
hours as far back as three months, as long as it has been requested or an
action has occurred. When you select to see a history of the vehicle's
position, each and every location will appear along with the date, time,
longitude, latitude coordinates, street address, direction and speed.
If my car doesn't have an alarm system, will I still be able to know if my
car has been tampered with?
Yes. Even without the benefit of an alarm system, Aercept incorporates
the use of Geo-fence technology to help safeguard your vehicle from being
stolen or used without your authorization. The Geo-fence works like an
electronic fence that is set at 200 feet around your car each time you turn
enable this feature through the Aercept web site. If your car moves outside
this predetermined area without proper authorization, you will receive a
notification of this event automatically.
Where do I enter my vehicle information?
When you click on the "Edit Vehicle Label/Profile" tab, you will have a
form to fill out. Fill in all details on the vehicle profile and then click the
"Update button". All Personal and Emergency contact information is entered on
your contract and can be updated by calling our Customer Support department.
You will also find an area to update your Login ID and Password *Remember your
Login ID and Password should be safeguarded at all times to avoid unauthorized
use of the Aercept system.
I would like to buy additional actions. How do I do this and what is the
cost?
If you have signed up for our Annual Subscription Plans, you can simply
buy additional actions through the control panel on the Aercept web site or you
can upgrade your subscription plan by contacting the Customer Support
Department agent via phone or email (FILL IN PHONE AND EMAIL ADDRESS).
My annual subscription agreement has almost expired. What do I need to do to
renew it?
All agreements are evergreen, this mean you don't need to do anything
it will automatically renew for you without any actions required from you.
I am concerned about privacy. How is my information protected?
All data resides on secure servers and is not released for any reason
without your expressed written consent, as stipulated in the terms and
conditions of your Aercept Subscriber Agreement.
What happens to my subscription if I sell my vehicle?
If you sell your Aercept equipped vehicle, please email us at
AerceptSupport@CalAmp.com and we will be glad to transfer your subscription,
apply the balance to a new vehicle subscription. It is important to notify us
so that we don't continue to mail you notices or inadvertently bill you once
service has been discontinued.
What if I need to change my personal or vehicle information?
If you have access to the Internet, you can modify your vehicle
information, password and login ID. Our Customer Support agent will assist you
with changing any personal or contact information. It is of the utmost
importance that you inform us is of any changes regarding your file in order to
guarantee the best possible response to any requests that may arise in
connection with your Aercept system.
What if there is a problem with the device in my car?
Simply contact our Customer Support Department and the agent will be
able to diagnostic tests on your Aercept unit to ensure it is working properly.
If you suspect there is a problem or are unable to get any response from the
Aercept unit, it is important to contact the Customer Support department in
order to proactively determine the root cause before the service is required.
What is the warranty on the Aercept system?
The Aercept system comes with a one (1) year limited warranty. Detailed
information is contained in the warranty card you received with your system.
Will the Aercept unit work if the car battery is dead?
Yes, but only if you installed the optional back up battery with your
system.
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