Frequently Asked Questions
The app keeps crashing, what can I do?
If the Newtracs app repeatedly crashes on your device, follow the below troubleshooting steps:
Uninstall then reinstall the Newtracs app from the App Store or Play Store.
If the above fails, please send a support request to [email protected] detailing the specific circumstances of your issue.
Login button is unresponsive during login
This can sometimes happen when using incompatible web browsers. Try changing your default web browser in your device settings to use Google Chrome, Firefox or Safari (iOS). Users have reported issues when using Edge as their default browser.
I have logged trips, but the information does not appear on the public map
The Newtracs platform analyses your synced trip logs to anonymously update 4wd trail statistics and difficulty ratings on the public map.
To achieve this, the platform takes into consideration your vehicle profile, which can be added in the Vehicle Profile section of the Newtracs app (Profile > Vehicle Profile).
It takes around 24-48 hours for trips to be uploaded, analysed and added to the public map.
If the public map has not updated after this time, please check:
Your in-app Vehicle Profile is complete and displays a vehicle rating.
All relevant logged trips are marked as Synced. If they are marked as Processing, please sync your user data with your account by tapping the Sync All button.
You have waited at least 48 hours after the trip log was first synced to our servers. Note that trips will only sync whilst the device is connected to the internet.
My Newtracs Premium subscription isn't working
After purchasing a Newtracs Premium subscription you may run into issues with your subscription not activating after signing into the Newtracs app. To troubleshoot:
For subscriptions purchased in-app, ensure your subscription is still stated as ‘Active’ in your Google or Apple account used to make the original purchase. Ensure you are signed into the correct Google or Apple account via device settings.
If you purchased via the Newtracs website, login using the web portal and navigate to ‘Account‘ and ensure your subscription is still active.
Logout of the app and log back in.
Restore purchases by tapping Profile > App Settings > Restore Purchases.
Uninstall and reinstall the app from the App Store or Play Store and try above steps again if necessary.
If the above steps fail to resolve the issue, contact support at [email protected].
Troubleshooting Trips
Trip not showing up?
- Refresh the Trips tab or log out and back in.
- Ensure you have a stable internet connection when recording the trip.
Incorrect trip data?
- Check your GPS permissions in your phone settings.
- Make sure the app has location access set to “Always” or “While using the app”.
Trip won’t delete or update?
- Try closing and reopening the app.
- If the issue persists, clear the app cache (in phone settings).
- If the above steps fail to resolve the issue, contact support at [email protected].
How do I add a missing road to the map?
If a road is missing from the Newtracs map (i.e. there is no line denoting a road at all), the road does not exist in our base map provider’s database, OpenStreetMap.
To add missing roads to the Newtracs map, you must first add it to OpenStreetMap. Please refer to the OpenStreetMap editing guide here.
After updating OpenStreetMap, your changes will automatically flow through to the Newtracs map during the next update cycle.
How do I log 4wd trips?
You can log trips and record locations to revisit your journey at a later date. Simply complete your vehicle profile in the Newtracs iOS or Android app (Profile > Vehicle Profile) and tap Record in the default map view.
Note: you will be shown a prompt to ‘Always’ grant location permissions the first time you log a trip.
How can I add new 4wd trail difficulty grade?
To add a grade to a trail, simply log your trip whilst driving. Once your trip has synced, it will be analysed and a new track rating will be automatically added to the Newtracs map. This process can take up to 48 hours.
How do I delete a saved trip log?
You can delete a previously recorded trip log in Newtracs by navigating to your saved trips (tap the Saved button in the default map view > Trips), scroll to the trip you would like to delete, swipe left on the trip > tap Delete.
How do I delete pins?
To delete a previously dropped pin in Newtracs navigate to your saved pins (tap the Saved button in the default map view > Pins), scroll to the pin you would like to delete, swipe left on the pin > tap ‘Delete’.
Alternatively, you can tap the pin in the default Map View Search for the pin > Tap the pin > Edit > Delete.
How do you save a 4wd trail to my favourites?
To save a 4wd trail to your favourites, tap the trail in the default map view to invoke the trail stats and tap the Save button in the top right.
To remove it, tap the Save button again to remove the trail from your Favourites. Alternatively, navigate to your Saved Items (via the navigation tab in the default map view), scroll to the trail, swipe left on the trail and tap Delete.
How can I report incorrect trail difficulty grades?
The Newtracs platform automatically assigns and updates 4wd trail difficulty grades by analysing your recorded trip logs.
If you think a trail difficulty grade is incorrect you can submit feedback on the trail in-app. Tap the trail > tap Provide Feedback > Fill out the form > Submit.
How can I download maps to use offline?
You can download offline maps to use the Newtracs app without an active internet connection. Navigate to ‘Offline Maps’ (Profile > Offline Maps), tap ‘Download’ for the relevant map and wait for the download to complete and install. Do not close Newtracs during this process.
Always remember to download offline maps in advance using a stable internet connection.
To delete offline maps, navigate to Offline Maps and tap Delete next to the map you wish to remove.
How can I change my login email?
To change the email used to login to Newtracs, please send a request to [email protected]. We will action the change within 24 hours and confirm the change via reply email.
Device compatibility / device requirements
Android:
4 GB of RAM
10 GB of free storage
Android 12 or above
GPS chip to be able to log trips whilst offline
iOS:
4 GB of RAM
10 GB of free storage
iOS 13 or above
GPS chip to be able to log trips whilst offline (note iPads must be Wifi + cellular to be GPS capable)
iPhone for Carplay (note, iPad is not compatible with Carplay)
How can I sync my saved favourite trails, pins and trips to another device?
Newtracs will automatically sync your saved data (pins, favourite trails, trip logs and vehicle profile) to your Newtracs account.
To sync your data from another device, navigate to the Saved Items (Saved button in the navigation tab in the default map view) and tap Sync All.
How can I export my saved trips, favourites or pins?
At present, exporting saved data (pins, trip logs, etc) is not supported but we intend to develop this feature in future versions.
A previous 4wd trip log is missing from my device, how do I get it back?
Simply Sync All previously recorded data (pins, favourite tracks, trip logs) to your device, by navigating to Saved Items (tap Saved button in the default map view) and tap Sync All.
If the problem persists, send an email to [email protected].
Does search work offline?
Yes, search functions including 4wd trail, address, point of interest and user data (pins, trips) search will work when the device is offline.
Note online search results will not be returned when offline.
The app keeps crashing, what can I do?
If the Newtracs app repeatedly crashes on your device, follow the below troubleshooting steps:
Uninstall then reinstall the Newtracs app from the App Store or Play Store.
If the above fails, please send a support request to [email protected] detailing the specific circumstances of your issue.
How do I reset my Newtracs login password?
You can reset your Newtracs password in 2 ways:
In-app method:
If you can still access the Newtracs app with cached credentials, navigate to Profile > App Settings > Edit Profile > Change Password.
Enter the email address you use to login to Newtracs, and select ‘Send verification code’.
Wait approximately 5 seconds for the code to be emailed to you. A ‘verification code’ field should appear in-app. Check your email to obtain the verification code and enter it in this field, then press the ‘Verify code’ button.
Upon successful verification, press the ‘Continue’ button.
Follow the prompts to create a new password.
Via login screen:
Navigate to the Login screen in-app or via our website Newtracs.com
Select ‘Forgot your password?’
Wait approximately 5 seconds for the code to be emailed to you. A ‘verification code’ field should appear in your browser. Check your email to obtain the verification code and enter it in this field, then press the ‘Verify code’ button.
Upon successful verification, press the ‘Continue’ button.
Follow the prompts to create a new password.
How can I cancel my Newtracs Premium subscription?
Steps to cancel your Newtracs Premium subscription vary by the method of purchase:
Google Play Store:
If purchased in-app on an Android device, your subscription will be attached to your Google Play Store ID. Please see instructions here on how to manage your subscription.
Apple App Store
If purchased in-app on an iOS device, your subscription will be attached to your Apple Id. Please see instructions here on how to manage your subscription.
Newtracs managed
If purchased via the Newtracs website, your subscription will be attached to your Newtracs account. To cancel your subscription, login to your Newtracs account via our website, navigate to Account, select “Manage subscription”. This will open a new tab where you can select “Cancel Plan”.
Note: If you do not know which platform you used to purchase your subscription, you can find out by viewing your Account, or in-app via in the Account menu. Once cancelled, you will still have access to Premium features until your next billing cycle.
"Invalid ID Token" error on login
Ensure your device date/time settings are set correctly for your current locality.
Troubleshooting Missing Trips, Pins or Favourite Trails
Make sure you’re logged into the same Newtracs account.
Force sync of your saved items (Saved > three dots menu > Sync All).
Try logging out and back into the app.
If the issue persists, contact Newtracs Support through the in-app Help section.
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