---
title: FAQ | Positrace support
description: Frequently Asked Questions
---

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1. [Positrace support](https://kb.positrace.com/)
2. [FAQ](https://kb.positrace.com/faq)

# FAQ

 Frequently Asked Questions

## Account

- [How to add a new user to your account](https://kb.positrace.com/add-new-user)
- [PosiTrace Locate Platform Guide: What’s New & How to Navigate](https://kb.positrace.com/positrace-locate-platform-guide-whats-new-how-to-navigate)
- [How to Use the All Accounts View Features](https://kb.positrace.com/how-to-use-the-all-accounts-view-features)
- [How to Manage Multi-Account Permissions - Locate](https://kb.positrace.com/how-to-manage-multi-account-permissions-locate)
- [How can I update the Time Zone?](https://kb.positrace.com/update-timezone)
- [How do I reset or change a password?](https://kb.positrace.com/reset-forgot-change-password)
- [How do I provide limited PosiTrace access to additional people?](https://kb.positrace.com/how-to-provide-limited-access)
- [How can I change the measurement units (metric/imperial)?](https://kb.positrace.com/units-of-measurement)
- [How do I adjust vehicle odometer or engine hours?](https://kb.positrace.com/adjust-odometer-engine-hours)
- [Copy tracking history between devices](https://kb.positrace.com/copy-tracking-history-bewteen-devices)
- [What are the permissions for user roles?](https://kb.positrace.com/user-roles-permissions)
- [How do you change between 12H and 24H time?](https://kb.positrace.com/change-time-12h-24h)

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## Billing

- [How to Request Additional Device(s) in Locate](https://kb.positrace.com/how-to-request-additional-devices-in-locate)
- [Why is there is no billing tab/option on my screen?](https://kb.positrace.com/no-access-to-billing-invoices)
- [How to update your billing information](https://kb.positrace.com/change-billing-info)
- [How can I see which units I have been billed for on a particular invoice?](https://kb.positrace.com/view-device-billing)
- [Where can I change my Credit Card?](https://kb.positrace.com/change-credit-card)
- [How do I set or change Billing Subscribers?](https://kb.positrace.com/set-billing-subscribers)
- [Where can I find or download my invoices?](https://kb.positrace.com/invoices)
- [Where can I see records of my payments?](https://kb.positrace.com/view-payments)
- [I need additional help with billing?](https://kb.positrace.com/help-with-billing)
- [How do I cancel my billing?](https://kb.positrace.com/cancel-change-billing)
- [Can I get a refund on my monthly service if my device was not in use?](https://kb.positrace.com/monthly-service-fees-refund)
- [I am not receiving Invoices each month, what can I do?](https://kb.positrace.com/not-receiving-invoices)
- [Understanding "No Payment Required" Invoices](https://kb.positrace.com/understanding-no-payment-required-invoices)

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## ELD - Apollo

- [Apollo ELD Mandatory Update — iOS v5.25.053 / Android v5.26.005 (Delete & Reinstall Required)](https://kb.positrace.com/apollo-eld-mandatory-update)
- [How do I create a driver in Apollo ELD?](https://kb.positrace.com/apollo-eld-create-driver)
- [My driver cannot log in to Apollo ELD due to invalid password.](https://kb.positrace.com/apollo-eld-password)
- [Where can I find documentation for Apollo ELD operation?](https://kb.positrace.com/eld-apollo-documentation)
- [How do I access the Apollo ELD portal?](https://kb.positrace.com/eld-apollo-access-portal)
- [I do not see the ELD menu for Apollo ELD.](https://kb.positrace.com/eld-apollo-menu-missing)
- [Which phones are compatible with Apollo ELD?](https://kb.positrace.com/eld-apollo-phone)
- [Who can I contact for technical support with Apollo?](https://kb.positrace.com/eld-apollo-support)
- [Is Apollo certified in Canada?](https://kb.positrace.com/eld-apollo-certification)
- [Which PosiTrace device do I need for ELD operation?](https://kb.positrace.com/apollo-eld-device)
- [How can I change my driver’s username for the Apollo ELD platform?](https://kb.positrace.com/eld-apollo-username)
- [The driver receives an error “You are logged on another device”](https://kb.positrace.com/eld-apollo-driver-login-error)
- [Where can I find the user manual for Apollo?](https://kb.positrace.com/eld-apollo-user-manual)
- [Where do I download Apollo ELD on Android and iOS?](https://kb.positrace.com/eld-apollo-download)
- [Is my truck exempt from ELD based on its age?](https://kb.positrace.com/eld-apollo-exemption)
- [My driver status was listed as “driving” overnight / over the weekend. Can I change the drive time?](https://kb.positrace.com/eld-apollo-driving-status-error)
- [Can I edit my logs?](https://kb.positrace.com/eld-apollo-edit-logs)
- [What are the Apollo Log editing restrictions?](https://kb.positrace.com/eld-apollo-log-edit-restrictions)
- [Annotate Accidental Drive Time](https://kb.positrace.com/eld-apollo-accidental-drive-time)

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## Equipment

- [How to add new equipment to your account](https://kb.positrace.com/how-do-i-add-a-new-piece-of-equipment)
- [How to See Odometer & Engine Hours in the PosiTrace Mobile App](https://kb.positrace.com/how-to-see-odometer-engine-hours-in-the-positrace-mobile-app)
- [How to View Fuel Levels in Liters or Percentage (Fuel Tank Capacity)](https://kb.positrace.com/how-to-view-fuel-levels-in-liters-or-percentage-fuel-tank-capacity)
- [How can I change my vehicle's name?](https://kb.positrace.com/equipment-name-change)
- [How do I set up a notification to know when a vehicle moves from an area?](https://kb.positrace.com/notification-vehicle-leaves-area)
- [How do I use the Immobilizer option?](https://kb.positrace.com/immobilizer)
- [For BLE Beacons, what is Minimum RSSI?](https://kb.positrace.com/ble-asset-rssi-sensitivity)
- [Out of Geofence Report - User Guide (English)](https://kb.positrace.com/out-of-geofence-report-en)
- [How to Use Multi-View Synchronized Playback for AI Incidents & Map Video](https://kb.positrace.com/multi-view-synchronized-playback-ai-incidents-map-video-user-guide-english)
- [How to Create Notification Rules (New UI/UX)](https://kb.positrace.com/how-to-create-notification-rules)

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## General

- [Entendiendo el Indicador de Uso de Datos](https://kb.positrace.com/uso-de-datos)
- [Understanding the Data Usage Indicator](https://kb.positrace.com/data-usage)
- [Can I know when my device is disconnected?](https://kb.positrace.com/device-power-disconnection)
- [I have installed PTO. Where do I see this feature?](https://kb.positrace.com/where-to-see-pto)
- [How are acceleration, deceleration and harsh turns detected?](https://kb.positrace.com/harsh-behavior-detection)
- [What does “Sleep Mode” mean?](https://kb.positrace.com/sleep-mode)
- [What does it mean when a vehicle is “offline”?](https://kb.positrace.com/device-equipment-offline)
- [What web browsers are supported by PosiTrace?](https://kb.positrace.com/web-browsers)
- [What does “No GPS" mean?](https://kb.positrace.com/no-gps)

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## Installation

- [How do I install my hardwired GPS device?](https://kb.positrace.com/hardwire-install)
- [Information on Installers](https://kb.positrace.com/installers)
- [Installation Manuals](https://kb.positrace.com/installation-manuals)

## LiveMap

- [How to Identify Camera-Enabled Equipment on the Live Map](https://kb.positrace.com/how-to-identify-camera-enabled-equipment-on-the-live-map)
- [I cannot see my Landmarks (or Geofences)](https://kb.positrace.com/cannot-see-landmarks-geofences)
- [How do I create a landmark?](https://kb.positrace.com/create-landmark)
- [OSM (Open Street Map) Color system](https://kb.positrace.com/open-street-map-colors)
- [What’s the difference between Landmarks and Geofences?](https://kb.positrace.com/difference-landmark-geofence)
- [How can I upload more than one Landmark?](https://kb.positrace.com/upload-multiple-landmarks)
- [Vehicles show "offline" until screen is refreshed](https://kb.positrace.com/vehicles-offline-until-refresh)

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## Maintenance

- [Where can I enter a vehicle maintenance record?](https://kb.positrace.com/vehicle-maintenance-service-records)
- [Can I reduce the odometer value?](https://kb.positrace.com/reduce-odometer-value)

## Reports

- [How to use DVIR Report 🆕](https://kb.positrace.com/dvir-report-user-guide)
- [How to use Safety Score Report 🆕](https://kb.positrace.com/safety-score-report-user-guide)
- [How to use "Maintenance Tasks" Report](https://kb.positrace.com/how-to-use-maintenance-tasks-report)
- [Temperature Events report has no results](https://kb.positrace.com/temperature-event-report-empty)
- [How to use the Points - Report 🆕](https://kb.positrace.com/points-report-user-guide)

- [FAQ](https://kb.positrace.com/faq#main-content)

    - [Account](https://kb.positrace.com/faq#account)
    - [Billing](https://kb.positrace.com/faq#billing)
    - [ELD - Apollo](https://kb.positrace.com/faq#eld-apollo)
    - [Equipment](https://kb.positrace.com/faq#equipment)
    - [General](https://kb.positrace.com/faq#general)
    - [Installation](https://kb.positrace.com/faq#installation)
    - [LiveMap](https://kb.positrace.com/faq#livemap)
    - [Maintenance](https://kb.positrace.com/faq#maintenance)
    - [Reports](https://kb.positrace.com/faq#reports)
- [User Manuals](https://kb.positrace.com/user-manuals)
- [Platform Courses](https://kb.positrace.com/platform-courses#main-content)

    - [Reports](https://kb.positrace.com/platform-courses#reports)

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