User Guide

0 mins to read

Nov 25, 2022

Introduction

MyAdmin is the primary management tool for Geotab Partners. With the MyAdmin portal, the ultimate goal is to help you deliver a seamless and positive experience to our mutual Customer, while growing our shared reputation and brand value in the marketplace. This document provides in-depth guidance on using the features and functionality of the MyAdmin portal.

We encourage you to visit our website (www.geotab.com) and our Partner administration portal (myadmin.geotab.com) regularly for updates to policies and relevant bulletins, notices, and news to help you maximize your success as a Geotab Partner.

NOTE: If you are viewing the MyAdmin User Guide as a Google Doc, go to View > Show document outline in the top-menu to expand the Document Outline and navigate between sections within the document.

Prospective Partner Expectations Guidelines

The Prospective Partner Expectations Guidelines document is intended for prospective Partners to understand Geotab’s expectations and requirements to be a Geotab Partner. The expectations focus on commitment to marketing, selling, and supporting the use of our products and services.

Policies and Procedures

The Geotab Partner Policies document outlines policies and procedures, and sets expectations, conventions, and practices, providing you, our Partner, with guidelines to enhance and clarify our working relationship.

MyAdmin Portal

As the primary management tool, MyAdmin functions as a single point of access for all order, shipment, account and device administration, and RMA-related needs. This document provides detailed information about each page and feature, as well as step-by-step guidance on using MyAdmin.

Browser Requirements

MyAdmin is supported on the following browsers:

  • Mozilla Firefox — Version 76 or higher,
  • Microsoft Edge Chromium — Version 81.416 or higher, and
  • Google Chrome — Version 81.0.4044 or higher.

Account Setup

You must have a MyAdmin account to access and use the MyAdmin portal. To set up a MyAdmin account, follow the steps below:

  1. Navigate to the MyAdmin portal.
  2. Click the Create an account link.
  3. Enter the Company Name, Email Address, First name, and Last name of the user.
  4. Enter a Password, following the requirements listed below:
    • At least 12 characters,
    • At least one lower case letter,
    • At least one upper case letter,
    • At least one number, and
    • At least one special symbol ($, @, etc.).
  5. Choose an Account type from the dropdown menu — in this case, Reseller.

✱ NOTE: For more information about user types, refer to the User Admin section.

  1. Click the Register button.

Once you have registered an account, the system sends you a confirmation email prompting you to confirm your login credentials. Click the Confirm Email Address button in the email to confirm your login credentials. Once confirmed, a new window opens to notify you that the login credentials have been confirmed and the account is active. Click the Login button to log in to the MyAdmin portal.

NOTE: The link to confirm your email address is active for two hours after registration. If the link expires, click the Forgot password? link on the MyAdmin login page to receive another confirmation email.

! IMPORTANT: If you attempt to log in before confirming the email address, you will receive an error message prompting you to check your inbox for the account confirmation email.

Roles

Roles are required to use the features and functionality available in MyAdmin. For detailed information about the required roles, refer to MyAdmin Roles.

MyAdmin Login Credentials

It is your responsibility to keep any user identification or passwords issued to you in order to access our website or other services (“Login Credentials”) safe and secure and not to disclose them to any other person, unless you want to give such a person the authority to act on your behalf. You are solely responsible for any actions taken using your Login Credentials. You must only provide your Login Credentials when logging into our website or through other automated means. For security reasons, our service representatives will never ask you for your password, and you must not disclose Login Credentials to anyone asking for it. When speaking with our representatives, they will follow other verification procedures to validate your identity.

For the safety, security, and integrity of your data, users who have not logged in to MyAdmin for more than 90 days are considered inactive and will have their accounts disabled.

To protect against unauthorized activity, accounts with 21 consecutive failed login attempts within a short period of time will be locked. After 10 minutes, you may attempt to log in again or change your password. Contact us to manually unlock your account.

Compromised Login Credentials

If you believe the security of your Login Credentials has been compromised, or you suspect unauthorized use, you must notify us immediately. You will be responsible for all changes to your account, communications, use of services, orders, transactions and charges, which are made using your Login Credentials, whether by you or anyone else, until you notify us.

Once you notify us, we will suspend your account and will make arrangements for continued use of our platform or services. If we suspect, in our reasonable opinion, fraudulent or unauthorized activity on your account, we reserve the right to terminate or suspend your access to our platform or services and any related services and will use reasonable efforts to contact you to resolve the matter.

Access Databases with MyAdmin Credentials

We recommend that you use MyAdmin Authentication to access the databases of our mutual Customers. The benefits of using MyAdmin Authentication include:

  • Single Access Point Authentication — Allows Partners to log in to any of their databases using a single MyAdmin account, rather than an individual account for every Customer database.
  • Accountability — Provides accounts for each user, for each database, instead of a group alias for accessing databases. This means that users and their actions can be identified through the audit log.
  • Security — Facilitates the process to remove all access for an employee who leaves the company, using a single ticket.

Partner Access to Databases

To ensure that your employees can access databases with their MyAdmin login credentials, you must ensure that the database has Allow Reseller access enabled in MyGeotab. If the feature is not enabled, only the user who created the database can log in via their MyAdmin login credentials. To enable this feature in MyGeotab, follow the steps below:

  1. Navigate to MyGeotab.
  2. Go to Administration > System... > System Settings from the main menu.
  3. Under the General tab, toggle Allow reseller access to Yes.

  1. Click Save to save your changes.

It is important that you do not set Allow reseller access to On if it goes against the agreement you have with our mutual Customer.

Product Guides and Software Development Kits (SDKs)

MyGeotab Product Guide

The MyGeotab portal has an embedded Product Guide — located under Getting Started & Help > Additional Resources… > Product Guide in the main navigation menu. The Product Guide provides information about MyGeotab portal as well as in-depth guidance on using MyGeotab, and includes a What’s New section that summarizes the details of each release. If Customers request a hard copy of the Product Guide, use the export option to download a PDF and print as needed.

Software Development Kit

The Software Development Kit (SDK) is available for third-party developers or Customers that want to integrate with MyGeotab and MyAdmin. The SDK is free to download and use from the Geotab Developers site.

MyGeotab SDK

The MyGeotab SDK allows you to integrate data elements with other software platforms. For technical support, submit a support ticket or post a question to the SDK Forum.

MyAdmin SDK

The MyAdmin SDK allows you to integrate with the MyAdmin system to retrieve billing and order information, post or cancel orders, as well as view device updates. For more information or questions, contact your Partner Account Managers or email integrations@geotab.com.

MyAdmin Menus

MyAdmin has two menus: a main navigation menu and a user settings menu. The main navigation menu allows you to navigate through the website, and the user settings menu allows you to set account preferences for a personalized MyAdmin experience.

Main Menu

The main menu — located on the left side of the page — allows you to easily navigate MyAdmin. The main menu is divided into 12 key areas to facilitate account management, as well as an option to collapse or expand the view of the menu.

  • Home — View the latest notices, alerts, and announcements.
  • Store — Browse products, place orders, or save future orders.
  • Orders — View order information and order history, release planning orders, and approve or cancel orders requested by Customers.
  • Devices — View device information, activation history, device timeline, device status, and installation logs.
  • Support — Create and manage tickets, view forum posts, and look up VIN numbers.
  • RMAs — Create and manage RMA requests, and place replacement orders.
  • Marketplace — View lists of third-party mobile apps, hardware Add-Ons, and software Add-Ins, and manage the implemented solutions on an account.
  • Admin — Manage user access to the MyAdmin portal, authorized installers, Customer and Partner contact information, and reports.
  • Billing — View monthly billings, product pricing, regional pricing policy, and pricing plans.
  • Server Status — Redirects to Current Known Issues page.View the status of MyGeotab server and notifications for maintenance events.
  • MyInstall — Manage Installation Services and work orders, and view reports.
  • Resources — Access product, marketing, and country-specific industry information, available on sales.geotab.com.

NOTE: For seamless navigation, you have the option to right-click a menu item to open the page in a new tab.

User Settings Menu

The User Settings menu — located in the banner — allows you to customize your account preferences, manage subscriptions, and update passwords. To modify your personal preferences, select your first and last name in the top-right corner of the page then select one of the options from the dropdown menu: Preferences, Subscriptions, Change Password, and Credits.

Preferences

On the User Preferences page, you have the option to set the user interface language, toggle email notification settings, and manage menu visibility settings. For the user interface language, MyAdmin currently supports English, French, German, Spanish, Japanese, Italian, Brazilian-Portuguese, and Polish. User interface language settings are also available on the login page.

For the menu visibility settings, select Collapsed view or Expanded view to set the default menu view, then select Third tier panel floats or Third tier panel expands to set the submenu style. Third tier panel floats displays the submenu options as a fly-out menu, and Third tier panel expands displays the submenu options under the selected menu item.

Subscriptions

On the Subscriptions page, you have the option to subscribe to email notifications to receive information related to services, systems, product issues and updates, as well as on-call and maintenance events. To sign up for on-call and maintenance subscriptions, use the toggles to subscribe or unsubscribe to any of the following: Geotab Technical Bulletins, Maintenance, and On Call. For more information, refer to Emails by MyAdmin.

Passwords

On the Change Password page, you can change your password. Geotab does not have access to user passwords and, therefore, cannot recover passwords. If a user forgets their password, ask them to use the Forgot password? option on the login page. On the Change Password page, enter your email address, then click the Change Password button and follow the steps in the email to change your account password.

✱ NOTE: For security purposes, the system will lock you out for 10 minutes if you enter the incorrect password five times within 15 minutes. After 10 minutes, you will have the option to attempt logging in again. The account lockout time increases by a factor of two every time the incorrect password is entered five times within 15 minutes. , you will be locked out of your account and will not have the option to log in again for 10 minutes. After 10 minutes, you will be able to attempt logging in again; however, if the login attempts continue to fail, the account is locked for double the previous time.

Credits

On the Credits page, you can view library credits as well as information about licenses for third-party libraries used in MyAdmin.

Home

The Home menu item navigates directly to the Home page. The Home page in MyAdmin functions as the main communication center for the latest notices and alerts, and displays a dashboard that illustrates database utilization and new activations.

Dashboard

The Dashboard area on the left side of the home page provides an overview of Partner activity for database utilization and new device activations.

Low Databases Utilization

The Low Databases Utilization graph displays the Customer activity in a specific database. To view specific numeric information by Customer name, hover over bars on the graph.

New Activations

The New Activations graph displays the activation activity for your account and compares the previous month with the current month. To view specific numeric information and detailed activation activity, hover over and click bars on the graph.

For example, clicking the bars for one of the Rate Plans — Base, Pro, ProPlus, etc. — redirects you to the Device Contract Request History page, and displays the current day and pre-filtered information for the selected Rate Plan. Similarly, clicking the Shelf Stock bar redirects to the Device Admin page and pre-selects the devices that have never been activated. Click the Look up Devices button to view the relevant devices.

Partner Updates

Partner updates are displayed on the right side of the home page and provide information about notices or upcoming events.

Active Alerts

The Active Alerts tab displays important notices and bulletins regarding Geotab devices or business. The red alerts indicate high-priority alerts, while the yellow alerts indicate warnings. Click the here button to go to the Alerts page to view previous alerts from a specific date.

Pilot Requests

The Pilot Requests tab allows users to apply for a pilot concession. Geotab assists Partners in the pilot process with technical help and support, as well as device or plan concessions. Pilot programs generally increase the success of closing business. Click the Pilot Signup button to apply for a pilot concession.

To initiate a pilot, please follow the instructions and rules defined in the Pilot Program Process. If the project fits the criteria of the pilot program, the Sales team automatically approves the pilot and no further action by the Partner is required.

Active Events

The Active Events tab displays a list of past and upcoming events. Click the here button to go to the Events page to view additional information and past events.

Store

The Store menu item navigates directly to the MyAdmin Store. The Store page displays a list of Geotab products available for ordering through MyAdmin, organized by category. The page also displays promoted products at the top of the page, as well as product availability — indicated by Limited Stock or Out of Stock labels.

! IMPORTANT: Be sure you have the required roles to use the MyAdmin Store. To learn more, refer to the Roles section above.

Browse Products

The Store page lists products by product code, and each product listing card contains a short product description as well as the price. To browse products, use the Search bar to search for specific products, or select one of the following from the product category menu on the left:

  • All Products,
  • Popular Products,
  • My Recently Ordered Products,
  • Services,
  • IOX,
  • Harnesses /and Adapters,
  • Hardware Accessories,
  • GO Vehicle Kits and/ GO Devices,
  • GO Key and/ Driver Tags,
  • Geotab Marketing Material, and
  • Beta Products.

NOTE: The Store does not support the ability to add custom products that are not already included under your account.

Beta Hardware Agreement

For Beta Hardware products, a signed Beta Hardware agreement is required before Beta Hardware is available to order. You will be prompted to sign the Beta Hardware Agreement when you navigate to the Store and select the Beta Products category.

View Product Information

To view additional product information, select More Info on product card. The page refreshes to display the product page for the selected product. The product page displays a Description of the item, its Specifications, and any important notes about the purchase. Additionally, select products have a More Product Info button that links to additional documentation.

Add Products to Cart

To quickly add products to your shopping cart from the main Store page, enter the quantity of items and click the cart icon on the product card. You also have the option to add products to the cart from the product page of the selected product. On the product page, review the product details, enter the number of items you would like to order in the Quantity field, and click the Add to cart button.

View Cart

To view the shopping cart, click the View Cart button on the Store page or select the cart icon — located next to your first and last name in the banner. The number on the cart icon in the banner indicates the number of unique products in your cart, and not the total quantity of items. The Cart page displays an interactive list of products currently in your cart, and provides the following information:

  • Product — Displays the image and product code of the selected product.
  • Price — Displays the individual price of the product.
  • Quantity — Displays the order quantity for the product as well as the option to modify the quantity.
  • Subtotal — Displays the total cost of the product based on the quantity of items you plan to order.
  • Comments for Geotab — Displays any comments added by the Customer, Partners, or Internal users when submitting Order Now requests through the MyGeotab Marketplace.

The Remove button removes a specific product from the cart, and the Clear Cart button removes all the products from the cart. To continue adding products to your cart, select Return to Store.

Place Order

To place an order, click the Proceed to checkout button from the Cart page. The page refreshes to display the Checkout page. The Checkout page has a top menu that guides you through the checkout process and prompts you to provide the necessary order, shipping, and product information.

Order Information

For the Order Information step, complete the following required and optional fields, as needed:

  • Purchase Order — Enter a valid and unique purchase order (PO) number. If the PO number is valid and unique, a Success message appears, and the Next button is enabled.

! IMPORTANT: The PO number must not exceed 50 characters.

  • My Reference — Enter any information you can use to identify an order (for example, locations, Customer name, etc.).
  • Default Device Plan — Select a Rate Plan (Base, Regulatory, Pro, ProPlus, or other plans as they are introduced). All devices in a single order are also on the same plan.
  • Requested Shipping Date — Enter the date you want the order to ship.

NOTE: The Requested Shipping Date is a reference date used by Geotab to better accommodate your needs for deliveries in the future. The Requested Shipping date is not guaranteed, and used for reference only.

  • General comments for packing slip — Add comments for the Sales team, especially if ordering something that is not in the price list (for example, Beta products).
  • Comments for Geotab — Add comments for Geotab. These comments are not visible to Customers.
  • Add Cc email address — Copy an additional email recipient on shipping confirmation emails. Enter the email address then click the plus button, and repeat for each additional email address. For more information about email notifications, refer to Emails by MyAdmin.

Shipping Information

For the Shipping Information step, select a shipping location and assign a contact to the devices in the Ship to and Assign to areas.

In the Ship to area, select a location for pickup or delivery. To select a location, click the Select button then select the Local Pickup Only option to pick up the order from the Oakville or Las Vegas warehouse, or use the Search bar to narrow the list of addresses and select an address for delivery from the list.

In the Assign to area, select a contact to assign the device(s) to a specific user or Customer. To assign the devices, click the Select button then toggle Same as Ship To contact to copy the contact information from the Ship to area and assign the device(s) to the same customer that will receive the shipment, or use the Search bar to narrow the list of contacts and select a contact from the list.

NOTE: When Local Pickup Only is selected, the Same as Ship to contact toggle is greyed out and unavailable.

Add or Edit Information

To add a new address or contact information, click the New button in the Ship to or Assign to area and enter the required information in the popup window. To edit shipping contact information, click the Edit button on the contact card and modify the information as required in the popup window.

Product Information

For the Product Information step, review the products and quantity of items in your order. In the Promo Code field, enter an applicable promo code or click the Edit Cart button to add or modify the products in your cart.

Shipping Fees for the European Union, the U.K., Brazil, Canada, and the U.S.

If you have selected a shipping address within the European Union, the U.K., Canada, or the U.S., you can select a preferred shipping option. Currently, there are two options for shipping: Standard and Priority.

  • Standard ground shipping is available with one of the carriers (for example, DHL, FedEx, or UPS), as chosen by Geotab, at a flat rate per order (as listed in MyAdmin) — regardless of the value of the invoiced goods. Geotab reserves the right to choose the carrier for shipping.
  • Priority shipping is available as a two-day service for a flat rate per order (as listed in MyAdmin). Overnight shipping is not available. Contact geoorders@geotab.com to confirm product availability prior to ordering with priority shipping. Standard processing times apply. Geotab reserves the right to choose the carrier for shipping.

The indicated cost of shipping is one charge per order, regardless of the quantity and number of shipments. This charge includes picking, packing, shipping, and any applicable customs charges. Due to the automated nature of our shipping process, separate orders cannot be combined into a single shipment. If you would like the products shipped together, place a single order.

Shipping Fees for the Rest of the World

If you have selected a shipping address outside the European Union, the U.K., Canada, and the U.S., you cannot select a preferred shipping option and the actual cost of shipping is applied. Due to the automated nature of our shipping process, separate international orders cannot be combined into a single shipment. If you would like the products shipped together, place a single order. For more information on shipping details and tracking numbers, refer to the Order Details section.

Services

NOTE: The Services step is only displayed when purchasing Installation Services.

For the Services step, use the Search bar on the right side of the page to select a contact, or click the Add new address button to add shipping contact information for a new contact. You also have the option to edit shipping contact information for the selected user.

Then, select a timeframe from the Vehicle availability window dropdown menu (Regular business hours, After hours, and Weekends), and enter any comments related to the installation, if needed.

Vehicle Information

NOTE: The Vehicle Info step is only displayed when purchasing Installation Services. Users will not be able to proceed to the next step until all vehicles — outlined in red and labeled mandatory — have the required fields populated.

For the Vehicle Info step, enter the Make, Model, Year, VIN, and Vehicle Name of the vehicle then click the plus icon button, and repeat for each additional vehicle.

If there are multiple installation services products in your order, the Vehicle Info step organizes the installation services by product code in separate sections, so you can enter vehicle information in bulk. When there are more than 20 installation services or keyless products in the order, the Vehicle Info step prompts you to upload a CSV file that includes the required vehicle information.

Complete Order

For the Complete Order step, select one of the following options:

  • Place order — Places the order and the fulfillment teams begin processing the order. If an error message is received at this step, contact Geotab Support for more information.
  • Save order for later — Saves the order to place at a later time. Saved orders are only visible to you. To ensure product availability, notify your Partner Account Manager of any planning orders.
  • Cancel order — Removes the order from the system. You can also abort the order by closing your browser tab.

! IMPORTANT: For orders that include Installation Services, the checkout process includes an additional step and the Complete order step includes the following statement to encourage the user to review the Terms and Conditions for Installation Services: “By placing the order, I agree to be bound to the Terms and Conditions set out in the Installation Services Partner Guide, including, but not limited to, those related to limitations and additional fees.” For more information about Installation Services, refer to the Installation Services Partner Guide.

Order Confirmation

You will receive an order confirmation email after placing an order through the MyAdmin portal. If the order is incomplete, Geotab will contact you for more information. For Ship Location, the email displays the shipping address if the order is being shipped, and Local Pickup if the order is being picked up at a warehouse. For more information about email notifications, refer to Emails by MyAdmin.

Orders

The Orders menu item opens a sub-menu, allowing you to navigate to the Order Management page.

Order Management

! IMPORTANT: Be sure you have the required roles to use the Order Management page. To learn more, refer to the Roles section above.

The Order Management page functions as a single point of access for all order-related tasks, including viewing detailed order information, releasing and placing orders saved through the MyAdmin Store, and approving or cancelling order requests submitted by Customers through the MyGeotab Marketplace for Order Now-enabled products.

The Order Management page does not display a list of orders by default. To view a list of orders, use the following filter options to narrow the results, then click the Search button:

  • Account — View orders saved and placed under a specific account.
  • Date Range — View orders that were placed within the specified date range.
  • Purchase Order Number — View orders with the specified Purchase Order number, provided by the Partner at the time of checkout.
  • My Reference — View orders based on the Partner-provided information that is used to identify the order.
  • Order status — View orders based on the current status: (Planning order, Pending acceptance, Backordered, Ordered, Partially shipped, Shipped, and Canceled) or select Clear all to clear the previously selected order status filter option.
  • Customer — View orders that are assigned to or shipped to a specific Customer.

NOTE: If an order status filter is not selected, the table displays a list of all the orders placed under the specified account and date range.

The page refreshes to display a table with the following information:

  • Purchase Order Number — Displays the purchase order number.
  • Current Status — Displays the current status of the order. There are seven order statuses:
    • Planning order — The order was saved to place at a later time, or indicates the order is an order request submitted by a Customer via the MyGeotab Marketplace.
    • Pending acceptance — The order has not yet been accepted by Geotab. Orders pending acceptance that have not entered the Ordered status cannot be canceled after 60 days of placement via MyAdmin. If you would like to cancel an order older than 60 days, please submit a Helpdesk ticket.
    • Backordered — Geotab does not have stock of the requested products. When stock is available, Geotab will process the order and change the order status to Ordered. Backordered orders cannot be canceled via MyAdmin. If you would like to cancel a Backordered order, please submit a Helpdesk ticket.
    • Ordered — The order has been accepted, and the Last Expected Shipping column under the Shipping tab in the expanded order details view is populated.
    • Partially shipped — The order has shipped with only some requested products. The remaining products will be shipped in another order.
    • Shipped — The order has shipped with all the requested products.
    • Canceled — The order has been canceled. Once the order has been canceled, the order cannot be resumed or approved.
  • Order Source — Displays the origin of the order (MyAdmin, API, or Order Now request).
  • Placed By — Displays the email address of the contact who placed the order.
  • Shipping Address — Displays the shipping address for the order delivery.
  • Order Date — Displays the date the order was placed.
  • My Reference — Displays Partner-provided information used to identify an order.
  • Order Total — Displays the total cost of the order and the currency of the order purchase.
  • Order Number — Displays the order number assigned by Geotab once the order has been approved.
  • Device Plan — Displays the device plan.
  • Warranty — Displays the type of warranty.
  • Assign To Address — Displays the address of the Customer to whom the devices are assigned.
  • Shipping Date — Displays the date the order shipped.
  • Tracking Number — Displays the tracking number to track the order shipment.
  • Comments — Displays any additional comments.
  • Cc Email Address — Displays additional email addresses that receive order and shipping updates.
  • Cancellation Reason — Displays the reason the order is cancelled, if applicable.
  • Quantity— Displays the quantity of items in the order.
  • Shipping ID — Displays the identification number associated with the order.
  • Requested Shipping Date — Displays the date requested to ship the order.
  • Last Expected Shipping Date — Displays the expected shipping date of an order.

The Customize view button allows you to select which columns are displayed in the table. The customized table becomes the default for the Order Management page until the columns are customized, or the selection is reset.

Additional Order Information

To view additional information about a specific order, double-click an order from the list. The page refreshes to display a list of orders on the left and detailed information about the selected order on the right, organized into tabs.

Order Details

The Order Details tab provides the following information:

  • Account — Displays the account associated with the order.
  • Purchase Order Number — Displays the purchase order number associated with the order.
  • My Reference — Displays Partner-provided information used to identify an order.
  • Device Plan — Displays the Device Plan assigned to the device(s) (for telematics devices only).
  • Order Number — Displays the order number assigned by Geotab once the order has been approved.
  • Warranty — Displays warranty period information.
  • Promo Code — Displays the promo code applied to the order during the checkout process.
  • Rate Plan Code — Displays the Rate Plan code associated with the order.
  • Comments — Displays any additional comments entered during the checkout process.

The tab also displays a table to provide additional information:

  • Product Code — Displays the alphanumeric code used to identify the product.
  • Quantity — Displays the number of items for each product in the order.
  • Cost Per Unit — Displays the cost of a single item.
  • Total — Displays the total cost of the items in the order (for each product).
  • Subtotal — Displays the total cost of the order (before shipping).
  • Shipping Costs — Displays the cost for shipping the order.
  • Order Total — Displays the total cost of the order, including shipping.

Shipping

The Shipping tab provides the following information:

  • Shipping Address — Displays the address where the delivery is sent.
  • Assign To Address — Displays the address of the contact to whom the devices are assigned.
  • Requested Delivery Date — Displays the date on which the Customer would like to receive the order.
  • Last Expected Shipping Date — Displays the expected shipping date once available. Once the order has shipped, the field is updated to display “Shipped.” For more details on the exact date of shipping, refer to the Shipping Date column.

The tab also displays a table to provide additional information:

  • Product Code — Displays the alphanumeric code used to identify the product.
  • Quantity — Displays the number of items for each product in the order.
  • Shipment Number — Displays the alphanumeric code used to identify a shipment.
  • Tracking Number — Displays the courier-generated tracking number used to track an order.
  • Shipping Date — Displays the date the shipment is expected to ship.
  • Shipping Option — Displays the shipping option selected during the checkout process.

Installation Services

The Installation Services tab provides the following information:

  • Installation Type — Displays the type of installation.
  • Vehicle Availability Window — Displays the time period for when the vehicle is available for installation.
  • Multi-location Installation — Specifies whether the installation services are required in multiple locations.

The tab also displays a table to provide additional information:

  • VIN — Displays the vehicle identification number associated with the vehicle.
  • Make — Displays the make of the vehicle.
  • Model — Displays the model of the vehicle.
  • Year — Displays the year the vehicle was manufactured.
  • Product Code — Displays the alphanumeric code used to identify the product.

Keyless Details

The Keyless Details tab displays a table with the following information:

  • Product Code — Displays the alphanumeric code used to identify the product.
  • QR Code — Displays the barcode associated with the product.
  • VIN — Displays the vehicle identification number associated with the vehicle.
  • Make — Displays the make of the vehicle.
  • Model — Displays the model of the vehicle.
  • Year — Displays the year the vehicle was manufactured.

Device Assignments

The Device Assignments tab displays a table with the following information:

  • Serial Number — Displays the serial number associated with the device.
  • Product Code — Displays the alphanumeric code used to identify the product.
  • Customer — Displays the information for the customer receiving the shipment.
  • SIM Number — Displays the SIM number associated with the device.
  • IMEI — Displays the unique identifier associated with the device.

Key Tags

The Key Tags tab displays a table with the following information:

  • Bag Number(s) — Displays the numeric code of the bag.
  • Assigned Serial Numbers — Lists the serial number for each key tag in the bag. Each bag has 20 keys.

RMA Details

The RMA Details tab provides the following information:

  • RMA Number — Displays the RMA number.
  • Case Number — Displays the Support ticket number, submitted when requesting an RMA.
  • Account — Displays the account associated with the RMA.
  • Requester — Displays the name of the user that submitted the RMA request.
  • RMA Type — Displays the RMA type.
  • Reseller Reference — Displays Partner-provided information used to identify an RMA.
  • Issue Date — Displays the date the RMA request was submitted.
  • Ship to — Displays the shipping address for the replacement product shipment.
  • Comments — Displays any additional comments entered during the RMA request process.
  • Device RMAs — Displays the serial number for the device in the RMA.

The Order Management page is a holding place for orders saved through the MyAdmin Store and order requests submitted by the Customer through the MyGeotab Marketplace. The following sections outline the steps to release or cancel saved orders, as well as managing order requests for Order Now products.

Release Planning Order

Use the Resume order button to release and place orders saved during the checkout process of the MyAdmin Store. Planning orders are not used for forecasting and are not actionable by the fulfillment teams. To release and place a saved order, follow the steps below:

  1. Go to Order Management from the main menu.
  2. Use the filter options, as required, to narrow the search results.
  3. Click the Search button.
  4. From the list, double-click an order. The page refreshes to display a list of orders on the left and detailed information about the selected order on the right.
  5. Review the order details, then click the Resume order button.
  6. In the popup window, click the Go to Cart button. The system redirects to the Cart page.
  7. Review the order details and, if needed, modify the order via the following options:
    • Add Product(s) — To add a product from the MyAdmin Store to the order, select Return to Store. In the MyAdmin Store, add product(s) to the cart, then click the View Cart button,
    • Remove Product(s) — To remove a product from the order, click the Remove button, or
    • Start New Order — To create and place a new order, separate from the existing planning order, click the Start New Order button. In the New Order Confirmation window, select Clear cart to add different products or Keep item(s) in cart, then click the Accept button. Any updates made to the existing planning order will be discarded.
  8. Click the Proceed to checkout button.
  9. On the Checkout page, provide the necessary order, shipping, and product information. For detailed steps to place an order, please refer to the Place Order section above.
  10. Once complete, click the Place order button to place the order.

Cancel Order

Use the Cancel Order button to cancel orders that have not yet been accepted and processed. To cancel an order, follow the steps below:

  1. Go to Order Management from the main menu.
  2. Use the filter options, as required, to narrow the search results.
  3. Click the Search button.
  4. From the list, double-click an order. The page refreshes to display a list of orders on the left and detailed order information about the selected order on the right.
  5. Click the Cancel order button.
  6. In the popup window, provide a reason for cancellation, then click the Cancel Order button. The system confirms the order has been cancelled.

The order cancellation reason is displayed on the Order History page in the MyGeotab Marketplace. Additionally, the user that placed the order receives an email that includes the name of the user who canceled the order, as well as the reason for order cancellation.

NOTE: Orders that include custom SKU products cannot be cancelled without approval. To obtain approval and cancel orders with custom SKU products, submit a Support ticket through the Helpdesk page.

Manage Order Now Requests

Use the Resume order button to also approve order requests submitted by Customers for Order Now products through the MyGeotab Marketplace. For more detailed information about the Order Now program, refer to the Geotab Marketplace Order Now Partner Guide.

After a Customer submits an order request for any Geotab product or an Order Now product, the system sends you a notification email. From the email, click the View Order Status link to manage the order request(s). The link redirects to the Order Management page in MyAdmin. The sections below outline the steps to approve or cancel an order request.

Approve Order Requests

To approve an order request and place an order, follow the steps below:

  1. After clicking the View Order Status link in the email, the link redirects to the Order Management page in MyAdmin and displays the order details. Review the order details.
  2. Click the Resume order button.
  3. In the popup window, click the Go to Cart button. The system redirects to the Cart page.
  4. Review the order, add or remove order items, and adjust the quantity of items as needed.

Add Product(s) — To add a product from the MyAdmin Store to the order, select Return to Store. In the MyAdmin Store, add product(s) to the cart, then click the View Cart button.

Remove Product(s) — To remove a product from the order, select the Remove button below the product SKU. In the confirmation popup window, click the Remove Solution button to confirm the changes. Only products from the MyAdmin Store can be added or re-added to an order request. If you remove a Marketplace solution, you cannot add it back to the order through MyAdmin. If the Marketplace solution was removed by mistake, ask the Customer to submit a new order request.

  1. Click the Proceed to checkout button.
  2. On the Checkout page, provide the necessary order, shipping, and product information. For detailed steps to place an order, refer to the Checkout section above.
  3. Once complete, click the Place order button. The system confirms the order has been placed.

Cancel Order Requests

To reject and cancel an order request, follow the steps below:

  1. After clicking the View Order Status link in the email, the link redirects to the Order Management page in MyAdmin and displays the order details. Review the order details.
  2. Click the Cancel order button.
  3. In the popup window, click the Cancel Order button to confirm and provide a reason for cancellation. The system confirms the order has been canceled.

The order cancellation reason is displayed on the Order Details page in the MyGeotab Marketplace. Additionally, the user that placed the order receives an email that includes the name of the user who canceled the order, as well as the reason for order cancellation.

Submit Support Tickets

Use the Submit support ticket button to submit a support ticket for orders with the Ordered, Partially shipped, and Shipped order statuses. To submit a support ticket for an order, follow the steps below:

  1. Double-click an order from the list.
  2. Review the order details and ensure the order has one of the following statuses: Ordered, Partially shipped, or Shipped.
  3. Click the Submit support ticket button. The page redirects to the Helpdesk page. For more detailed information on how to submit a support ticket, please refer to the Helpdesk section below.

Devices

The Devices menu item opens a sub-menu, allowing you to navigate to pages related to device administration, activation history and logs, SIM management, Extended Services, etc.

! IMPORTANT: Be sure you have the required roles to use the device-related pages. To learn more, refer to the Roles section above.

Device Admin

The Device Admin page functions as a single point of access for all device administration-related tasks, including managing device information, changing Rate Plans, registering third-party devices, configuring the firmware channel, etc.

Look Up Devices

The Device Admin page does not display a list of devices by default. To view a list of all devices, click the Look up Devices button. To filter and view a list of specific devices, click the Options button and select devices in the Device Search Options menu. The Device Search Options menu includes the following filters:

  • Serial # Filter — View a list of devices with the specified serial number(s) in the table. In the pop-up window, enter up to 2000 device serial numbers, then click the OK button.
  • IMEI — View a list of devices with the specified IMEI number(s) in the table. In the pop-up window, enter up to 2000 IMEI numbers, then click the OK button. IMEI numbers are unique device identifiers used by carriers and manufacturers to identify specific devices. Without the identifiers, devices cannot connect to a network. IMEI numbers are used by carriers that support GSM, UMTS, and LTE wireless technology, and are 14-16 digits.
  • Include Connect Data — View additional columns that provide firmware and device communication information.
  • Only Show Unactivated Devices — View a list of devices that have not yet been activated on the account or within a specific Customer account (using the Customer Filter), and are not currently billed. Geotab advises Partners to investigate inactive devices to determine if they should be terminated, returned, or activated by the Customer.
  • Only Show Unregistered Devices — View a list of devices that have not yet been added to the MyGeotab database.
  • Customer Filter — View a list of devices assigned to the specified Customer. For more information on how to assign a device to a Customer, refer to the Assign Devices to Customer section.
  • Reseller Customer ID Filter — View a list of devices associated with a specific Reseller Customer ID.
  • Comments Filter — View a list of devices that match the comments entered at the time of order placement.
  • Purchase Order Filter — View a list of devices associated with a specific Purchase Order (PO) number.
  • Database Filter — View a list of devices assigned to a specific MyGeotab database.

✱ NOTE: The Database column in the table only displays the database name if the device has communicated in the past 24 hours.

  • Rate Plan Code Filter — View a list of devices associated with a specific Rate Plan code.
  • Device Status Filter — View a list of devices based on the selected rate plan, as described below:
    • All Plans: Includes all devices in the system.
    • No Rate Plan Assigned: Includes devices purchased as stock inventory and left unassigned at the time of purchase.
    • Non-Terminated Devices Only: Includes all devices that have not been terminated.
    • ProPlus Mode: Includes devices on the ProPlus Rate Plan.
    • Pro Mode: Includes devices on the Pro Rate Plan.
    • Regulatory Mode: Includes devices on the Regulatory Rate Plan.
    • Base Mode: Includes devices on the Base Rate Plan.
    • Suspend Mode: Includes devices that have been suspended.
    • Terminate Mode: Includes devices that have been terminated.
  • Product Code Filter — View a list of devices by GO device version number (for example, GO8, GO9, etc.).
  • Days since last communication — View a list of devices that have not communicated for a certain number of days to identify vehicles that may need attention and resolve potential issues. To search for devices that have never communicated, use the value of “-1”. Device communication information is only available in the Device Admin report — exported as a .csv file from the Device Admin page.

View Device Information

Once the filters have been set, click the Look up Devices button. The page displays a table that includes the following columns, organized by Customer name in alphabetical order:

  • Device — Displays the device serial number.
  • Account — Displays the account that owns the device.
  • Owned Databases — Displays the database to which the device belongs.
  • Shared Databases — Displays that database receiving telematics data extended by the Owned Database (as part of Extendable Services).
  • Date Added to Database — Displays the date the device was added to the MyGeotab database.
  • Assigned SIM Card — Displays the SIM card number assigned to each device. Geotab receives information about the SIM card status from carriers. Each status has a corresponding color code, as described below:
    • Green: The SIM card is active.
    • Red: The SIM card is inactive due to termination or suspension.
    • Yellow: The SIM card status is unknown.
    • White: No SIM card is detected.
  • IMEI — Displays unique device identifiers used by carriers and manufacturers to identify specific devices. Although devices can share the same brand and model, no two identifiers are the same. Without the identifiers, devices cannot connect to a network and, in the event of a lost or stolen unit, service providers often block the IMEI and MEID first. Whether a device uses IMEI or MEID depends on the type of wireless technology supported by the carrier.
    • IMEI numbers are used by carriers that support GSM, UMTS, and LTE wireless technology, and are 14-16 digits.
    • Mobile Equipment Identifier (MEID) is used by carriers that support legacy CDMA wireless technology, and uses hexadecimal digits.
  • VIN — Displays the associated VIN number.
  • Assigned PO — Displays the Purchase Order (PO) number, assigned at the time of purchase or when registering third-party devices.
  • Assignment Date — Displays the date the device was assigned to a customer and/or the start date of the device contract. If the device is transferred, the Assignment Date reflects the date of the transfer.
  • First Device Activation Date — Displays the date the device is billed for the first time.

NOTE: For information about the device activation policy, refer to Geotab Partner Policies.

  • Product Code — Displays the alphanumeric code used to identify the product.
  • Active Billing — Indicates the device billing status. Each status has a corresponding color code, as described below:
    • White: Never activated and not yet billing.
    • Green: Active and billing (for any Rate Plan).
    • Orange: Services only (the primary telematics Rate Plan is terminated, but the secondary service plans are still active).
    • Red: Billing terminated.
    • Grey: Billing suspended.
  • Pending Requests — Displays whether any changes have been made to the device contract, which create a Device Contract Auto Request, as well as future device activation and termination dates (including Proactive RMAs). If there are no pending changes, the column remains blank.
  • Disallowed Features — Indicates the Active Tracking feature is off for this device. For more information about Active Tracking, please refer to the Active Tracking section below.
  • Rate Plan Code — Displays the Rate Plan promo code applied to the device.
  • Rate Plan Code Expiration Date — Displays the date the Rate Plan promo code expires.
  • Termination Date — Displays the date the device was terminated.
  • Warranty Status — Displays the status of the device warranty.
  • Reseller Customer ID — Displays the unique identifier or account number Partners use for their customers.
  • Contract Start Date — Displays the date the device contract starts.
  • Contract End Date — Displays the date the device ends. If the contract does not have an end date, the column remains blank.
  • Comments — Displays comments or additional information about the device. Comments can be added or edited via the Edit Device button.
  • Current Firmware Version* — Displays the firmware version currently on the device.
  • Pending Firmware Version* — Displays whether there is a pending request to update the firmware on the device.
  • Firmware Channel* — Displays the firmware channel to which the device is subscribed.
  • Disabled Services* — Displays the parameters that are disabled for the device.
  • Connected Peripheral* — Displays additional billable services (harnesses or IOX devices) used in combination with the GO device.
  • Last Connect Date* — Displays the date the device last communicated.
  • Last Known SIM Card* — Displays the SIM number to which the device was last assigned.

NOTE: The columns with an asterisk are only displayed when the Include Connect Data filter is selected.

Register Third-Party Devices

The Register Third-Party Devices button allows you to register third-party telematics devices, including OEM embedded devices, and obtain a valid serial number — required to add a third-party device to a MyGeotab database. Billing for third-party devices begins after the device has been registered and added to a MyGeotab database. To register third-party devices, follow the steps below:

  1. Click the Register Third-Party Devices button.
  2. In the popup window, enter the Account number.
  3. For the Assign Contracts To field, assign the contracts to a specific Customer, then enter the Number of Devices.
  4. In the Product Code field, enter a valid product code — issued by Geotab.
  5. From the Subscription Plan field, select a plan from the list.

NOTE: The Subscription Plan field is only displayed when a product code for OEM devices is entered in the Product Code field.

  1. In the Promo Code field, enter a valid promo code to receive special pricing.
  2. In the PO Number field (optional), enter a purchase order number to assign to third-party devices.
  3. Click the Submit button.

Change Plan

The Change Plan button allows you to switch devices between Rate Plans, or indicate the Rate Plan for a device is suspended or terminated. You have the option to mix and match Rate Plans for devices in a single Customer database (for example, some devices on ProPlus, some devices on Pro, and some devices on Base, etc.).

Rate Plans and Rate Plan Families

Geotab offers various Rate Plans at different price points and levels of functionality. Devices ship from Geotab in an activation-ready state. Once the device is installed and powered on, the device automatically activates on the carrier’s network, and the device is billed based on the Rate Plan selected during the checkout process. For more information about Rate Plans, refer to Rate Plan Feature Comparison and Geotab Partner Policies.

Available Rate Plans

Geotab offers the following Rate Plans:

  • Base — The Base Rate Plan offers GPS location, VIN, Driver ID, and basic IOX support.
  • Regulatory — The Regulatory Rate Plan offers the functionality of the Base plan, with added support for Hours of Service, IFTA, and Temperature Monitoring functionality. This plan is geared towards assisting fleets in meeting a range of compliance regulations.
  • Pro — The Pro Rate Plan offers the functionality of the Regulatory Rate Plan, with the added support for engine and accelerometer data.
  • ProPlus — The ProPlus Rate Plan offers the greatest functionality, including Active Tracking, a limited lifetime device warranty, and premium services, as well as Electric Vehicle (EV) data. For more information about the limited lifetime device warranty, refer to Providing Limited Lifetime Device Warranty.

NOTE: Devices on the Base Rate Plan only record GPS data. Downgrading to the Base Rate Plan disables the ability to record engine and accelerometer due to a change in firmware. Billing is automatically updated according to the Rate Plan.

Additional Rate Plans

  • ProPlus Public Works — The ProPlus Public Works Rate Plan includes ProPlus features, as well as winter operational data communicated from Geotab-supported spreader controllers.
  • ProPlus + Keyless — TheProPlus + Keyless Rate Plan includes ProPlus features, as well as remote vehicle management via IOX-KEYLESS.
  • ProPlus + Wifi — The ProPlus + Wifi Rate Plan includes ProPlus features, as well as Wi-Fi hotspot (on GO9+ only).
  • Third-party Device — The Third-party Device Rate Plan allows third-party devices to integrate with MyGeotab.

Post-Activation Modes

  • Suspend — Suspend mode is intended for seasonal vehicles that do not benefit from data delivery year round — available for a low monthly price. Suspend mode does not include GPS location, engine data, etc. and devices do not communicate or log any data except for a periodic heartbeat (every 23 hours).
  • Terminate — Terminate mode disables the device, prevents data logging, erases the device memory, and stops the billing accordingly. Devices in Terminate mode may only be reactivated to Base, Regulatory, Pro, ProPlus, or Suspend Rate Plan within 30 days of termination. Terminate Mode requires two reasons to terminate a device.

! IMPORTANT: Moving a device to Suspend mode erases the device memory, and immediately puts the device into a suspended state — preventing the device from logging new data. It may take several hours or days to reactivate. A device in Suspend mode only connects to the server every 23 hours. If the device is out of cellular range, reconnection delays may be long and no data is transmitted during this time except for a heartbeat.

NOTE: For devices in Suspend mode or Terminate mode (during the first 30 days), a monthly charge is applied to the account to keep the SIM active and maintain the database. After 30 days, devices in Terminate mode cannot be reactivated. The cost of reactivating a terminated device is $25 USD.

Change Rate Plan

To change Rate Plans for devices, follow the steps below:

  1. From the Device Admin page, use the filter options to narrow the selection of devices.
  2. Click the Look up Devices button.
  3. From the table, select the device(s).
  4. Click the Change Plan button.
  5. In the popup window, select a Rate Plan from the dropdown menu, and click OK.
  6. Click the Accept button to accept the terms of the Rate Plan change.

NOTE: To reduce potential loss of tracking data, switch live devices between live Rate Plans, such as Base and Pro, to eliminate connectivity issues seen with Suspend mode.

NOTE: Devices on the Base Rate Plan only record GPS data. Downgrading to the Base Rate Plan disables the ability to record engine and accelerometer due to a change in firmware. Billing is automatically updated according to the Rate Plan.

Reactivate Device

Terminated devices can be reactivated within 30 days of termination, and can only be terminated and reactivated once a month. After 30 days, devices cannot be reactivated. To reactivate a device, follow the steps below:

  1. From the MyAdmin Store, place the XXX-REACTIVATE product (located under Services) in your cart, then checkout. The XXX-REACTIVATE product is $25 USD per device (plus applicable taxes).
  2. Under the Order Information step, enter the serial number for the device(s) that requires reactivation in the Comments for Geotab field. Ensure the number of serial numbers matches the quantity of XXX-REACTIVATE products in the order.
  3. Complete the remaining steps in the checkout process and place the order.
  4. Once complete, submit a Helpdesk ticket to facilitate the reactivation process. When submitting a Helpdesk ticket, please include the order number for a prompt reactivation.

The devices will be reactivated, and the Partner will receive an invoice for the order. Swapping a SIM card will not reactivate the device, and the warranty period is not affected by reactivation.

Daily Activation Notices

Once a day, MyAdmin users that have enabled notifications will receive an email regarding the activations and Rate Plan changes for the day. For more information about email notifications, refer to Emails by MyAdmin.

Export Table

The Export Table button allows you to download a report as a .csv file.

Edit Devices

The Edit Devices button allows you to apply a Rate Plan code or assign the device(s) to a specific Customer.

Manage Rate Plan Codes

To manage Rate Plan codes, follow the steps below:

  1. Select the device(s) from the table.
  2. Click the Edit Devices button.
  3. In the popup window, select one of the following from the Apply Rate Plan Code dropdown menu:
    • Do not change Rate Plan code,
    • Set Rate Plan code below, or
    • Remove Rate Plan code.
  4. If the Set Rate Plan code option is selected in the previous step, then enter a Rate Plan code in the Rate Plan Code field.
  5. Click the OK button.

Assign Devices to Customer

To assign devices to Customers, follow the steps below:

  1. Select the device(s) from the table.
  2. Click the Edit Devices button.
  3. In the popup window, select Assign all devices to customer below from the Assign Customer dropdown menu.
  4. Click the Choose Customer button.
  5. Select a Customer from the list.
  6. Click the OK button.

Active Tracking

The Active Tracking button allows you to enable or disable the Active Tracking feature for a specific MyGeotab database. By default, the Active Tracking feature is enabled. Click the Active Tracking button and, in the popup window, select On or Off for User-enabled Active Tracking, then click the OK button.

Configure Firmware Channel

The Beta Firmware Program aims to provide a simple and effective method for Customers to update to the latest beta firmware versions and test new firmware features and fixes. Through this program, you can subscribe devices to specific channels to test upcoming features and Beta functionality. The devices automatically update to the latest stable release version of the firmware on the subscribed channel, and each beta firmware cycle runs for approximately two months.

The following firmware channels are available:

  • Stable Release — Devices are enrolled into the Stable Release channel by default. Devices on this channel automatically update to the latest Release firmware version as it becomes available. No further interaction is required from the Partner.
  • Release Candidate — Devices on the Release Candidate channel receive the upcoming release version of firmware. Firmware at this stage has been deemed as stable and currently rolling out to in-field devices. By enrolling devices into this channel, you ensure they have front-of-the-line access to the upcoming release version.
  • Beta — Devices on the Beta channel receive firmware that has only gone through internal and limited field-testing, and automatically update to the latest stable Beta firmware as it becomes available. Users should subscribe to this channel if they want to be the first to test out new functionality.

To configure the firmware channel, follow the steps below:

  1. Select a device from the list.
  2. Click the Configure Firmware Channel button.
  3. From the popup window, select a firmware channel from the Channel dropdown menu, and set the expiration date.
  4. Click the Terms and Conditions button to review the terms and conditions.
  5. Click the OK button.

Submit for RMA

The Submit for RMA button allows you to submit an RMA for the selected device(s) and redirects to the New RMA Requests page. For more information on how to submit an RMA, refer to the New RMA Request section.

Device Timeline

The Device Timeline button allows you to view audit logs about the selected device(s), and redirects to the Devices Timeline page. For more information, refer to the Devices Timeline section.

Set Database Owner

The Set Database Owner button allows you to assign an unassigned device to a specific database. You can only assign one owner database to a device.

Related Tasks

The Related Tasks button displays a list of related pages to facilitate navigation to other pages in the MyAdmin UI from the Device Admin page.

Install Device

The Install Device page allows you to validate whether the device has been installed correctly and communicating. To verify the device installation, enter the required information, then click the Log Install button.

The page refreshes to display Device Analysis with the device serial number and the current communication status. Click the More Info button to view vehicle diagnostic information, SIM information, additional hardware, etc.

Activation History

The Device Contract Request History page provides information about changes to a device contract, including the original activation details of the unit upon install.

By default, shipped devices are activation-ready. The activation-ready state means that the device is prepared to send live data at the time of the installation — designed to improve your administration of live devices during deployment. You will not need to perform a second step to activate a device. Simply order, receive, and install devices. In addition, the device plan is also active from a billing perspective as soon as the data is sent.

For more detailed information about device auto-activation, refer to the Geotab Partner Policies document.

To view the activation history for a device, use the following filters, then click the Look up button:

  • Account — View the activation history for devices under the specified account.
  • Period — View the activation history for devices activated within the selected time period.
  • Plan Filter — View the activation history for devices under the specified Rate Plan.
  • Advanced Options — Used to further narrow the search results:
    • Customer Filter — Displays the activation history for devices assigned to the specified Customer.
    • Serial # Filter — Displays the activation history for devices with the specified serial number.
    • IMEI — Displays the activation history for devices with the specified IMEI number.

The page refreshes to display the results in the table. The table displays the following information:

  • Device — Displays the device serial number.
  • IMEI — Displays the device IMEI number.
  • SIM — Displays the device SIM number.
  • Account — Displays the account to which the database is assigned.
  • Active Database — Displays the database to which the device belongs.
  • Requested Plan Mode — Displays the Rate Plan the user wants to apply to the device.
  • Request Type — Displays the reason and action completed by the user when changing plans.
  • Requested on — Displays the date that the user requested the Rate Plan change.
  • Processed on Displays the date that the Rate Plan has officially changed.
  • Active Features — Displays device feature categories (for example, Live, Active Tracking, Wi-Fi).
  • Status — Indicates whether the Rate Plan change process is complete, using the following statuses: Complete, Pending.
  • Comments — Displays comments entered by the user when the Rate Plan change request is made.
  • Termination Reason — Displays the reason for device termination.
  • Termination Comments — Displays comments entered by the user when terminating a device.
  • Product Code — Displays the product code of the device.
  • Assigned PO — Displays the Geotab-assigned purchase order number.

The Export Table button allows you to download the device activation history information in a .csv file. The Device Timeline button redirects to the Devices Timeline page.

Device Timeline

The Device Timeline page displays audit logs for a specific device, including firmware updates, install log requests, first HOS attachment, device plan changes, database changes, etc.

To view the audit logs for a specific device, enter the serial number for the device in the Device Serial No field, then click the View Timeline button. The page refreshes to display the audit logs within a table with the following columns:

  • Title — Displays the name of the event.
  • Details — Displays additional information about the event.
  • Status — Displays the type of event that occurs to the device (ActivationEvent or SingleEvent).
  • Owner — Displays the account that owns the device, and is only populated if a device change impacts the Account ownership.
  • Activity Date — Displays the date the event occurred.
  • End Date — Displays the date that the event finished processing (for example, plan changes can take more than one day to process).
  • Other Info — Displays any additional information about the event.

Use the Export Table button to export the data to a .csv file.

Status Lookup

The Device Status Lookup page displays the current status of the device, detailed device status information, and the device installation history. To view the device status for a specific device, enter the serial number for the device and click the Look Up button.

The More Info button displays the following additional device status information:

  • Device Serial Number — Displays the serial number of the device.
  • Last Valid GPS Record — Displays when the last valid GPS record occurred.
  • Last Engine Record — Displays when the last engine record occurred.
  • Last Device Comms — Displays when the device last communicated.
  • Detected Protocol — Displays the serial communication method the vehicle uses to send data to the device, if available.
  • Detected Harness — Displays the harness connected to the device.
  • More Info — Provides various device information (for example, no recent engine or auxiliary data).
  • Under Warranty — Displays the type of warranty, if any.
  • Device Database — Displays the database to which the device belongs.
  • Device Plan — Displays the Rate Plan for the device.

The Install History button displays the date and time at which the device was first installed, as well as the last GPS record.

Install Logs

The Device Installs page displays installation logs — created from install.geotab.com — for a specific device or all devices for a defined period (for example, today, yesterday, etc.). The Device Installs page does not display a list of installation logs by default. To view the installation logs, select a time period from the Period dropdown menu and use the Advanced Options button to filter installation logs by serial number, installer name, company name, or asset number, then click the Look up button.

The page refreshes to display a list of installation logs within a table with the following columns:

  • Date — Displays the date the installation occurred.
  • Last Valid GPS — Displays the date of the last valid GPS record.
  • Last Engine Record — Displays the date of the last engine record.
  • Last Device Comms — Displays the date of when the device last communicated.
  • SIM Active — Indicates whether the SIM is active.
  • Detected Protocol — Displays the serial communication method the vehicle uses to send data to the device, if available.
  • Detected Harness — Displays the harness connected to the device.
  • Possible Issues — Displays any issues the device may be experiencing.
  • Result Comments — Displays comments regarding the device.
  • Installer — Displays the name of the person who installed the device.
  • Company — Displays the Installer’s company name.
  • Asset — Displays the device asset number.
  • Odometer — Displays the current odometer value.
  • Install Comments — Displays any comments the installer provided about the installation.

Extended Services Center

The Extended Services Center page functions as a single point of access for all Extendable Services-related activities, and displays a list of devices that share GO device data between multiple databases. Extendable Services is a secure data-sharing technology that allows users to connect and collaborate with trusted business partners by extending their telematics data to other MyGeotab users. With Extendable Services, users can extend safety and performance-driven data to insurance providers to save on coverage, or engine diagnostic data with maintenance providers to save on repairs.

Extendable Services starts with a transaction between two MyGeotab users: a user from the Primary Database who makes a request to extend telematics services to a user from a Target Database who accepts or rejects the request based on the needs of their business. For more detailed information, refer to the Extendable Services Partner Guide.

The Extended Services Center page displays a list of devices that share GO devices between multiple databases. To view information for a specific device, use the following filter options to narrow the results, then click the Lookup button:

  • Account — View devices under the specified account.
  • Database — View devices that belong to the specified database.
  • Stream Plan — View devices that use the specified stream plan.
  • Status — View devices based on the selected statuses: All, Pending, Active, Rejected, Terminated, Error, and Cancelled.
  • Service ID — View devices with the specified Service ID.
  • Serial Number — View information for the specified GO device only.

The page refreshes to display the following information in the table:

  • Service ID — Displays the identification number for the service.
  • Serial Number — Displays the serial number of the GO device that has extended telematics data to the Target Database.
  • Database — Displays the name of the Target Database.
  • Last Updated — Displays the date the data sharing settings were last updated.
  • Status — Indicates the status of the Extended Services request (Active, Pending, Rejected, Terminated, or Error).
  • Stream Plan — Displays the Rate Plan of the GO device that belongs to the Owner Database.

NOTE: The status may take up to 15 minutes to update.

Support

The Support menu item opens a sub-menu, allowing you to navigate to pages related to Helpdesk ticket management, Geotab Community, VIN information, etc.

! IMPORTANT: Be sure you have the required roles to use the support-related pages. To learn more, refer to the Roles section above.

Helpdesk

The Helpdesk page functions as a single point of access to view, submit, and manage tickets.

Ticket List

The Ticket List page allows you to view and manage existing tickets. By default, the page does not display a list of support tickets. To view a list of support tickets, enter the Account number and/or use the following filter options to narrow the selection of tickets:

  • Account — View tickets under a specific account number.
  • Search — View tickets with a specific ticket number and/or text contained in the ticket.
  • Filters — View tickets based on the following filter options:
    • Open — Tickets that are new, currently open, pending, or on hold.
    • Resolved — Tickets that have been solved or closed.
    • My tickets — Tickets that are new, currently open, pending, or on hold.
    • My company’s tickets — All tickets under the specified account (with any status and for all users).
    • My customer’s tickets — Tickets that belong to a Customer.
    • My archived tickets — Tickets created in the legacy Helpdesk system (maximum of 1000 tickets at a time). Archived tickets cannot be modified or updated via the Helpdesk page.
  • Start Date — View tickets created on and after this date.
  • End Date — View tickets created before this date.

NOTE: When a filter is selected from the Filters dropdown menu in combination with the My archived tickets option, the page displays a list of available legacy Helpdesk tickets based on the selected filter options.

The page automatically refreshes to display the results in the table. The arrows in the column headers allow you to sort the content in alphabetical order (in ascending or descending order).

To view details about a particular ticket, double-click a ticket in the table. The Ticket Details page is displayed on the right, while a list of tickets is displayed on the left. The Ticket Details page contains general details, communication history, and attachments.

To add a comment to the ticket, click the Add comment button, then fill in the required information or select Mark ticket as resolved, and click the Submit button. When adding a comment to a ticket, use the text formatting options to organize and emphasize information.

NOTE: By default, the Ticket Communication History displays comments in an expanded view. Select Collapse all to minimize the expanded view.

Use the Export CSV button to export and download Helpdesk tickets to a .csv file format. The .csv file replicates the information from the Helpdesk table, including the Attachments, Ticket Type, Ticket Category, and Comments column.

NOTE: Starting August 2022, Partners will no longer be able to download Archived tickets using MyAdmin, and will need to request help from Support to access Archived tickets. We recommend that you download any Archived tickets – tickets submitted before June 2020 – that you may want to keep.

Submit New Ticket

The Submit New Ticket page allows you to submit new support tickets to receive support and resolve any issues. To submit a support ticket, click the Submit New Ticket button. On the Submit New Ticket page, enter an Account number, then answer the questions in the following areas: Support category, Subcategory, and Ticket Type. Based on the responses, the ticket is routed to a support agent that is familiar with the issue to provide a better customer support experience.

✱ NOTE: A Known Issue link displays when the Ticket Type is Issue. This link allows you to check if the Geotab Support team is aware of your issue before submitting a new ticket.

Support Category

Support categories specify the product or service for which you require support. For more information about each category, click the Information icon. We offer the following support categories to assist you:

  • Compliance products,
  • GO device, harness, IOX,
  • MyAdmin,
  • Other,
  • Software Development Kit (SDK),
  • Compliance (Geotab Drive/HOS/DVIR/Tachograph)
  • Legacy solutions,
  • MyGeotab,
  • Public Works, and
  • Third-party telematics device.

Depending on the selected support category, the page prompts you to select a subcategory and/or ticket type.

Subcategory

Subcategories further specify the exact issue and categorize support tickets, and vary based on the chosen support category. Depending on the select subcategory, the page may prompt you to select a Ticket Type.

Ticket Type

Ticket types — organized into two categories: Issue and Inquiry — improve response times and prioritization, and provide the support agent with the necessary information to help you with your issue. Issue is used to receive assistance with an ongoing problem, and Inquiry is used to ask questions.

External ID

External ID is an optional field, and allows you to enter a ticket number associated with another ticketing system. Once submitted, you can use the External ID to search on the Ticket List page, in addition to the existing search options.

Attachments

In some cases, you may have the option to attach a file. The Helpdesk page supports the following file types to upload for support tickets: .pdf, .png, .jpeg or .jpg, .gif, .txt, .csv, .mp4, .zip, .xls or .xlsx, .doc or .docx, .ppt or .pptx, .avi, .mpg.

NOTE: The form retains the entered information, and saves the information as you fill out the new ticket. If, at any time, you change the category or sub-category, a pop-up window informs you that changing the category or sub-category resets the fields and clears the information.

Geotab Community

The Geotab Community page opens in a new tab and links to the Geotab support forum where you can learn how to solve problems, share your knowledge, and learn about SDKs and Geotab products. Geotab Community also allows you to connect with other community members, including Users, Partners, and Developers, as well as Geotab experts.

Knowledge Base

The Geotab Community also has a Knowledge Base page that opens in a new tab, where community members can browse through how-to and Q&A articles written by Geotab Support teams in the following categories: MyGeotab, Compliance Products, Expandability, and Hardware & Firmware.

Alerts

The Alerts page displays all the current alerts visible on the MyAdmin home screen. To view a specified alert, use the following filter options, then click the Look Up button:

  • Category — View alerts under the selected category.
  • From Date — View alerts created after the specified date.
  • Include Historical Alerts — View alerts that have expired.

The Vehicle Installation Notes button opens the Vehicle-Specific Installation Notes support document in a new tab. This document provides information about unique hardware installation requirements for telematics and third-party devices, as well as specific vehicles and vehicle types.

VIN Lookup

Vehicle/VIN Lookup

The Vehicle/VIN Lookup page provides information for specific vehicles. The page does not display a list of vehicles by default. To view information for a specific vehicle, enter the Make, Model, Year or VIN, then click the Look Up button. To view information for multiple vehicles, click the Add VINs button, enter the VINs in the Add VINs popup window, then click the Close button and click the Look Up button.

The page automatically refreshes to display the results in the table. The table displays the following information:

  • Make — Displays the make of the vehicle.
  • Model — Displays the model of the vehicle.
  • Year — Displays the year the vehicle was released.
  • Trim level — Displays the trim level of the model (for example, EX, LX, etc.)
  • Top Requested Features — Indicates whether the vehicle supports the following features: driver seat belt, odometer, engine speed, fuel level, and trip fuel used.
  • Standard harness — Displays harnesses that are compatible with the Make/Model/Year of the vehicle.
  • T-Harness — Displays the T-harness that is required to use the GO device in the vehicle.
  • Notes — Displays any additional notes about the vehicle.
  • More info — Displays additional information about the vehicle, including gear position, cranking voltage, trip idle fuel used, etc. as well as a percentage (indicates how much support we have for that particular Engine Data).

The Request support button allows users to request support for a particular make, model, and year.

! IMPORTANT: This information is not a guarantee and should only be used as a guideline. If this information is incorrect, contact Support.

NOTE: Harness information is estimated by Geotab based on experience, and may not be completely accurate. Currently, the Vehicle/VIN Lookup only supports North American vehicles. Vehicle/VIN Lookup support for Europe will be added soon. If you require assistance for vehicles in other regions, submit a support ticket.

VIN Support

The VIN Support page allows users to submit support requests for vehicles that are not already supported. The page displays a list of requests that have been submitted as well as the current status. The Show rejected request(s) toggle displays support requests that have been rejected.

To submit a support request, click the New request button, then enter the following information as required and click the Submit button: Make, Model, Year, VIN, Region, Fleet Size, and Description.

NOTE: After you submit your request, Geotab receives a notification and begins working on the request. Shortly after, a member of our team will contact you with an update. If we do not currently support the vehicle, the request is considered a Feature Request.

Support Contact Info

The Geotab Support Contact Info page provides contact information and the supported languages in each region for Partner Support team in North America, Spain, Germany, Italy, France, and the UK.

The page also includes emergency contact information.

! IMPORTANT The emergency contact information is not for general, non-critical support. Any non-critical support requests made through this service will be handled during regular business hours and may incur a fee. contact details and additional options for reaching Support — including emergency contact information.

Events

The Events page displays upcoming product and technical training webinars. To view information about a specific event, use the following filters, then click the Look Up button:

  • Category — View events based on the selected type: All Categories, Geotab Product Training, or Geotab Technical Training.
  • From Date — View events that take place on or after the selected date.
  • To Date — View events that take place on or before the selected date.

To register and attend an event, click the Sign Up button on the event card. The page opens in a new tab with a form to enter your information. Once complete, click the Register button to complete the registration process.

RMAs

The RMAs menu item opens a sub-menu, allowing you to navigate to pages related to Return Merchandise Authorization (RMA) requests and workflow management. For more information, refer to the Geotab Partner Policies.

! IMPORTANT: Be sure you have the required roles to use the RMA-related pages. To learn more, refer to the Roles section above.

RMA Types

RMAs can be initiated by Geotab when we detect failed or failing devices, as well as when we identify devices impacted by impeding wireless network sunsets. Partners may request an RMA for performance failures, investigation, or sales-related purposes.

Geotab-initiated RMAs

Proactive — An RMA for devices that Geotab detects have failed or are failing, and are not recoverable.

Sunset — An RMA for devices impacted by an impending wireless network sunset.

Geotab will terminate devices 60 days after a Proactive RMA or Sunset RMA is issued. When RMAs are created by Geotab, Partners receive email confirmations that include the device serial numbers and information about the impacted databases. To look up future termination dates, refer to the Device Admin Pending Requests column on the Device Admin page.

Geotab-initiated RMAs use the Partner’s private email address for notifications — found on the Admin > Reseller Contact Info page under the Private Email column. To update the email address, select a contact from the table and click the Edit button, then update the information as needed.

✱ NOTE: If you would like more than one person to receive email notifications, we recommend using a distribution list as the private email address.

After receiving an auto-generated RMAs created for GO device(s) email, follow the steps in the Replacement Orders section to order a replacement device for a Customer using the Active RMAs page in MyAdmin.

✱ NOTE: All Partners are responsible for ordering replacement products under the Proactive RMA Program, even if the Customer has Geotab Support Services.

Partner-initiated RMAs

Investigate — A return that is an in-warranty or out-of-warranty product that has been requested for the purpose of data extractions, collision reconstruction, engine interference investigations, or engineering investigations.

Repair — A non-standard return that must be pre-approved by the Geotab Returns team. Additional charges may apply.

Sales — A return of an unused, unopened product (GO device, IOX, Beta hardware, Geotab-offered third-party device or harness) purchased by the Partner, where the Partner wishes to return the product to Geotab for credit.

NOTE: All approved Sales Returns are subject to 20% restocking fee. Saleable condition is defined as return merchandise that is in its original condition, and can be readily sold. Geotab reserves the right to determine if an item is saleable. For example, if the original purchase price is $100, then a credit of $80 is applied to the Partner’s account with a $20 restocking fee.

Warranty — A return in which the product fails to perform during the warranty period in accordance with written specifications, when used in accordance with written instruction. Warranty Returns include beta devices, but exclude test and demonstration devices.

! IMPORTANT: For detailed information about the requirements for each RMA type, refer to the Geotab Partner Policies.

New RMA Request

The New RMA Request page allows users to submit RMA requests for Geotab products. To submit an RMA request, follow the steps below:

  1. Go to RMAs > New RMA Request from the main menu.
  2. Under General, enter the Account name, select the RMA Request Type, and enter the Related Ticket Number. If the return is a Sales Return, leave the Related Ticket Number field blank. If necessary, enter the Reseller Reference, the Bcc email address, and any Request Comments related to the return.

NOTE: For more information about RMA request types, refer to the Geotab Partner Policies.

  1. Click Next.
  2. Under Products, select the Product Type, then enter the quantity of device(s), the device serial number (for GO devices only), and the product code/SKU. To return multiple devices at one time, click the Bulk Entry Form, then enter the device serial numbers on separate lines in the Device RMA Input popup window and click the Ok button.

NOTE: The RMA device limit for the Bulk Entry Form is 5000 devices. Please allow time for the system to process large bulk RMA requests. It may take a couple of minutes to complete a large request.

  1. Click the Add Products button. The table refreshes to display the products added to the RMA.

NOTE: Devices that are not under warranty can not be added to the RMA.

  1. In the table, enter an RMA Reason for each product. For Sales Returns, select a reason from the dropdown menu. If each item shares the same RMA reason, click the Copy icon to copy the reason to each item.
  2. Click Next.
  3. Under Summary, review the RMA information and click Submit.

Once complete, an email confirming the RMA details is sent to the requestor. For Sales Returns, the RMA number is also displayed on the screen after the RMA is submitted. For more information about email notifications, refer to Emails by MyAdmin.

After you have submitted the RMA request, it is important to terminate the devices to avoid continued monthly charges. To terminate the device, follow the steps in the Change Plan section above.

Active RMAs

The Active RMAs page displays a list of pending and completed RMAs, as well as the option to create Replacement Orders for items associated with an approved Warranty Return, or Geotab-initiated RMA. The Active RMAs page does not display a list of active RMAs by default. To view active RMAs, use the following filter options, then click the Look Up button:

  • Account — View RMAs under the specified account.
  • RMA Number — View RMAs based on the specified RMA number.

✱ NOTE: To view a list of RMAs from a specific month in a year, enter the following: “RYYYY-MM.” For example, if you enter “R2022-01,” the Active RMAs page lists all the RMAs from January 2022.

  • Case Number — View RMAs with the specified Helpdesk ticket ID number.
  • Serial Number — View RMAs based on the device serial number.
  • Reseller Reference — View RMAs that match the Reseller Reference (entered when submitting an RMA request).
  • Options — View RMAs with the selected statuses:
    • Pending receipt — RMA is approved, and Geotab is expecting the return of product(s). This status only applies to Investigate, Repair, Sales and Warranty Returns of third-party devices.
    • Processing — Geotab has received the product(s). This status only applies to Investigate, Repair, Sales and Warranty Returns of third-party devices.
    • Pending credit — Geotab has received and processed the RMA, and the RMA is pending credit. This status only applies to Investigate, Repair, Sales and Warranty Returns of third-party devices.
    • Pending return — Geotab has fully processed the product(s). This status only applies to IOX-KEYLESS Repair and Investigate RMAs.
    • Pending replacement order — RMA is approved. This status only applies to Warranty Returns (including third-party device returns), and Geotab-initiated RMAs.
    • Replacement order complete — Partner has ordered replacement products. This status only applies to Warranty Returns (including third-party device returns), and Geotab-initiated RMAs.
    • Completed — Geotab receives, processes, and credits (if applicable) an RMA. This status only applies to Investigate, Repair, Sales and Warranty Returns of third-party devices.
    • Cancelled device(s) — Item has been removed from an RMA.
    • Expired — Geotab has not received devices within 90 days of approving the RMA. This status only applies to Investigate, Repair, Sales and Warranty Returns of third-party devices.

The page refreshes to display a table with the following information:

  • RMA # — Displays the assigned RMA number.
  • Account — Displays the account associated with the RMA.
  • Requester — Displays the email address of a user that requested the RMA.
  • Case # — Displays the Helpdesk ticket ID number.
  • Reseller Reference — Displays the Partner-provided reference information entered on the RMA request.
  • RMA Type — Displays the type of RMA request (Partner-initiated RMAs (Investigate, Repair, Sales, Warranty) or Geotab-initiated RMAs (Proactive, Sunset)).
  • Issue Date — Displays the date the RMA request was approved.
  • Items in RMA — Displays the quantity of items included in the RMA.
  • Current Status — Displays the current status of the RMA (Pending receipt, Processing, Pending credit, Pending return, Pending replacement order, Pending transfer, Replacement order complete, Completed, Cancelled device(s), and Expired).

You also have the option to sort the tables in alphabetical order (from A to Z) or reverse alphabetical order (from Z to A) using the arrow icons beside each column name. The Download CSV button exports selected Active RMA information as a .csv file.

Additional RMA Information

To view additional information about a specific RMA, double-click an RMA from the list. The page refreshes to display a list of RMAs on the left and detailed information about the selected RMA on the right, organized into tabs.

Included Devices

The Included Devices tab provides the following information:

  • Product — Displays the alphanumeric code used to identify the product.
  • Database Name — Displays the name of the database.
  • Status — Displays the current status of the RMA (for example, Not yet replaced).
  • Quantity — Displays the number of items in the RMA.
  • Purchase Order Number — Displays the associated PO number, if applicable.
  • Receive Date — Displays the date Geotab received the RMA’d product, if applicable.
  • Analysis Date — Displays the date Geotab analyzed the RMA’d product, if applicable.
  • Termination Date — Displays the expected termination date for Geotab-initated RMAs.
  • Under Warranty — Indicates whether the RMA’d product is under warranty.
  • Passed Inspection — Indicates whether the RMA’d product passed Geotab inspection.
  • Analysis Results — Displays the results of the analysis.
  • Comments — Displays any additional comments.

RMA Information

The RMA Information tab provides the following information:

  • Account — Displays the account number.
  • RMA Number — Displays the associated RMA number.
  • Case Number — Displays the Helpdesk ticket ID number.
  • Requester — Displays the email address of the person that submitted the RMA request.
  • RMA Type — Displays the type of RMA (Proactive, Sunset, Investigate, Repair, Sales).
  • Reseller Reference — Displays the Partner-provided reference information entered on the RMA request.
  • Issue Date — Displays the date the RMA was issued.
  • Current Status — Displayed the current status of the RMA.
  • Comments — Displays any additional comments.

Replacement Orders

From the Active RMAs page, you can create replacement orders for items associated with an approved Warranty Return, or Geotab-initiated RMA.

! IMPORTANT: RMA replacement order can only be placed through the Active RMAs page. If you enter an order number that starts with “R20” in the Purchase Order (PO) field when checking out from the Store, you will receive an error as well as a prompt to place the RMA replacement order via the Active RMAs page.

You can order all products associated with an RMA at once, or create multiple orders if you want to ship the items to different locations, or to order partial items on the approved RMA. Free shipping is available for your replacement orders.

To create a replacement order, follow the steps below:

  1. On the Active RMAs page, double-click an RMA that is eligible for replacement (Warranty Return, or Geotab-initiated RMA).
  2. Review the information in the tabs for the selected RMA.
  3. Click the Create replacement order button. The Create replacement order button is grayed out for RMAs that already have an active order.
  4. The Create Replacement Order page displays a table that lists all the products included in the selected RMA and their appropriate replacement product codes, as well as the following information:
    • Product — Displays the product code.
    • Database — Displays the database name.
    • Order Status — Displays the status of the replacement order.
    • Free Replacement — Indicates whether the product is eligible for free replacement.
    • Quantity — Displays the quantity of items to order for each product.
    • Allowed Quantity — Displays the maximum quantity of products that you can order.
    • Replacement Product — Suggests an adequate replacement for the product, if needed. Some products may have a different option as a replacement (listed in the dropdown menu).
    • Description — Displays additional information about the product.

NOTE: You may see products that are not eligible for Free Replacement. You will be charged for these products in your Replacement Order; however, Geotab will provide free shipping.

  1. Adjust the quantities to create a Planning Order or to proceed to the Shopping Cart.

NOTE: You cannot add more items than what is established by the RMA and displayed on the Allowed Quantity column, but you can reduce the quantities if you want to create multiple order for the same RMA. The items you remove from the order will still be available to order at another time from the Active RMAs page.

  1. Once complete, click Add product(s) & go to cart to complete your purchase. You can also click the Save as planning order button to continue your purchase at a later time. A popup window confirms that your RMA Planning order has been created. You can then go back to the Active RMAs page, view the order details, or go to the Order Management page.

NOTE: You cannot alter your replacement order in the Shopping Cart. If you want to change the order, go back to the Active RMAs page to create a new order.

  1. To place the replacement order, click the Proceed to checkout button. You can also click Start new order and select Clear cart to begin a new order process, or select Keep item(s) in cart to keep the items in your shopping cart without associating them with the previously selected RMA.
  2. On the Checkout page, complete the steps and provide the necessary order, shipping, and product information. For more information on how to place an order, refer to the Checkout section above.

NOTE: The order total is zero for all order eligible for Free Replacements, and shipping is free for all replacement orders.

  1. Click the Place order button to complete the purchase.

NOTE: When you save your Replacement Order as a Planning Order, you can continue your purchase from the Order Management page. For more information on how to place a saved order, refer to the Release Planning Order section.

Once you have ordered the replacement device, follow the steps below:

  1. In MyGeotab, navigate to the Vehicles & Assets page, and search for the terminated device’s serial number. Select the associated asset to access the Asset Edit page and change the device.
  2. Click the More details button at the top of the page.
  3. Under the Device tab, click the Unplug device button.
  4. Click the Replace with new device button and add the new replacement device.
  5. Click the Save button to save your changes.

Geotab Returns Centers

For a complete list of Geotab Returns Centers, click here.

RMA Requests

The RMA Requests page displays a list of RMAs that are pending approval. RMA requests that have not been approved are archived and Geotab will notify the requester by email. For more information about email notifications, refer to Emails by MyAdmin. If the request is not approved, you can submit an RMA request for the devices at a later time, but cannot use the same RMA number.

The RMA Requests page does not display a list of RMA requests by default. To view RMA requests, enter the Account number and click the Look Up button. The page refreshes to display a table with the following information:

  • Account — Displays the account number associated with the RMA.
  • Logged By — Displays the email address of the user that submitted the RMA request.
  • RMA Type — Displays the type of RMA request (Repair, Warranty, Investigate, Sales).
  • Case Number — Displays the Helpdesk ticket ID number.
  • Request Date — Displays the date the RMA was submitted.
  • Reseller Reference — Displays the Partner-provided reference information (entered during the RMA request submission).
  • Status — Displays the status of the RMA request (for example, pending or approved).
  • Comments — Displays any comments or additional information provided by the requester.
  • Internal Comments — Displays comments from the Support agent.

To view additional information for a specific RMA, select an RMA request from the list and click the View RMA request details button. To create a new RMA request, click the New RMA Request button.

NOTE: RMAs that have not been formally approved by Geotab Support will automatically expire after 30 days to prevent the accumulation of pending RMA requests. When the RMA expires, Geoab notifies the requester by email.

Marketplace

The Marketplace menu item opens a sub-menu, allowing you to navigate to pages related to Marketplace solution management and product price customization. Additionally, users with a Partner account can access the Partner Portal from the sub-menu.

Marketplace is an online ecosystem of integrated, fleet-focused software and hardware solutions created by Geotab. We partner with industry leaders to find the best-in-class solutions in the areas of video telematics, maintenance, routing, asset tracking, and more.

! IMPORTANT: Be sure you have the required roles to use the Marketplace-related pages. To learn more, refer to the Roles section above.

Marketplace Admin

The Marketplace Admin page functions as a single point of access for the Marketplace Solutions page and the Partner portal. To access the Marketplace Solutions page or the Partner portal, select Enter on either card.

Marketplace Solutions

The Marketplace Solutions card navigates to the Marketplace Solutions page. The Marketplace Solutions page displays a list of solutions offered by Geotab, and allows you to customize product pricing for Order Now-enabled products.

Partner Portal

The Partner portal card opens in a new tab and links to the Marketplace Partner Portal. Through the Partner Portal, Geotab Marketplace Partners can create and manage their solution page.

! IMPORTANT: You must have a Partner account to access and use the features in the Partner Portal.

Marketplace Solutions

The Marketplace Solutions page displays a list of all the solutions available on Marketplace. The Marketplace Solutions page does not display a list of solutions by default. To view Marketplace solutions, enter the Account number, and click the FIlter button to use the following filters as needed, then click the Look Up button:

  • Disabled Solutions — View solutions that are not visible in the MyGeotab Marketplace.
  • Order Now Solutions — View solutions that are included in the Geotab Marketplace Order Now feature.
  • Geotab — View solutions offered by Geotab.
  • Third Party — View products offered by third-party partners.
  • Hardware Solutions — View hardware solutions only, including “hybrid” solutions that have both hardware and software components.
  • Software Solutions — View software solutions only.

The page refreshes to display a table with the following information:

  • Solution — Displays the name of the solution.
  • Product Code — Displays the alphameric code used to identify the product.
  • Partner Name — Displays the name of the solution provider.
  • Description — Displays a description of the solution functionality.
  • Billing Type — Indicates the type of billing (for example, one-time, monthly recurring, or one-time & monthly recurring payment).
  • Reseller Price — Displays the price the Partner pays for the solution.
  • One-Time Price — Displays the price of the hardware solution (a single payment to receive and use the hardware solution).
  • Monthly Price — Displays the price of the software solution (a monthly payment to use the software solution).
  • Currency Code — Displays the currency of the price.
  • Trial Days — Displays the number of days the Partner is testing the solution.
  • Order Now Support — Indicates whether the solution is eligible for the Order Now program.
  • Order Now Enabled — Indicates whether Order Now functionality is enabled for the solution.
  • Solution Enabled — Indicates whether the solution is visible in the MyGeotab Marketplace.

NOTE: On the Marketplace Solutions page, the Reseller Price column displays prices in USD; however, on the Billing > Product Pricing page, the cost is displayed in the currency specified in the Partner agreement.

The Edit Solution Pricing button allows you to customize the product pricing for Order Now-enabled products. To customize product pricing, select a solution from the list, then click the Edit Solution Pricing button. The page refreshes to display a different table with the following information:

  • Account — Displays the name of the primary account or secondary account.
  • Database — Displays the name of the database.
  • Active — Indicates whether the database is active or inactive.
  • Pricing type — Displays whether the product pricing is the original default hardware price, parent account default price, secondary account default price, or customized price.
    • Custom pricing: Indicates that the user customized product pricing for specific databases.
    • Default pricing (green): Indicates that the user customized product pricing for the Secondary Account, including any databases, or for Primary Accounts that do not have Secondary Accounts.
    • Same as primary account: Indicates that the user customized product pricing for the Primary Account, including any Secondary Accounts and/or databases under the Primary Account.
    • Default pricing (red): Indicates that the user has not yet customized product pricing.

NOTE: The Pricing type column displays the labels based on the level that the customized product pricing is applied to the account. The order listed above reflects the hierarchical order in which the system applies the price.

  • Last Updated — Displays when the pricing was last modified.
  • One-Time Price — Displays the price of the hardware solution (for specific solutions).
  • Monthly Price — Displays the price of the software solution (for specific solutions).
  • Currency Code — Displays the currency of the price.
  • Pricing Analysis (%) — Displays the difference between the customized hardware price and default hardware price as a percentage.

The page also displays the Primary account number, the Product Code, and the product pricing information. Use the filters to search for specific secondary accounts and/or databases. Use the Show inactive database toggle to include databases that are inactive in the search results.

NOTE: The customized prices are displayed on the Marketplace page in MyGeotab. If the price has not been customized, the solution page in the MyGeotab Marketplace displays the default price.

There are two options to customize solution pricing: Set Default Price allows you to customize the product pricing for all databases on an account, and Bulk Edit allows you to customize the product pricing for specific databases on an account. For more detailed information on price customization, refer to the Geotab Marketplace Order Now Partner Guide.

Admin

The Admin menu item opens a sub-menu, allowing you to navigate to pages related to user administration, Partner contact information management, database activity, and more

! IMPORTANT: Be sure you have the required roles to use the administration-related pages. To learn more, refer to the Roles section above.

User Admin

The User Admin page functions as a single point of access for Administrators to create and manage MyAdmin users.

Look Up Users

The User Admin page does not display a list of users by default. To view a list of all users, use the following filter options, then click the Look Up button:

  • Email filter — View a user based on the specified email address.
  • Account — View all users under the specified account.
  • Role Filter — View users based on the specified role(s).
  • Show disabled users — View users with deactivated accounts.

The page refreshes to display a table with the following information:

  • User Name — Displays the email address of the user.
  • Accounts — Displays the accounts to which the user belongs.
  • Type — Displays the account type (Reseller, Installer, Partner, Customer).
    • Reseller: A user type that purchases goods or services from Geotab with the intention of selling the goods or services to their own customer base.
    • Partner: A user type that develops solutions, and collaborates with Geotab to deliver the solutions to Geotab Customers.
    • Installer: A user type that is certified to install Geotab products (GO devices and harnesses) for Geotab Customers.
    • Customer: A user type that purchases goods or services from Geotab with the intention of using the goods or services.
  • Status — Indicates the activity status of the account, indicated by the symbols below:

  • Roles — Displays the roles assigned to the user.

The Excel icon button exports selected user data as a .csv file.

Create New User

To create a new MyAdmin user, click the New button, then follow the steps below:

  1. Under the General tab, select the User Type — Reseller, Sales, Installer, Customer — and provide the user’s email address.

NOTE: The same email address cannot be used to create multiple users. Email addresses are limited to one per user.

  1. Select Next to go to the Accounts tab.
  2. Under the Accounts tab, assign the user to an Account and/or Account Group (optional).
  3. Select Next to go to the Roles tab.
  4. Under the Roles tab, use the toggles to assign the appropriate roles to the user. For more information on the available roles, refer to the Roles section.

NOTE: The roles displayed correspond to the user type selected under the General tab. The Installer user type does not have any associated roles and, therefore, cannot be assigned any roles.

  1. Select Next to go to the Summary tab.
  2. Under the Summary tab, review the user information and, if adjustments are required, click the edit icon in the appropriate step.
  3. Click the Submit button to finish creating the user. The User Admin page displays a message and confirms the user has been created successfully.

Once you have created a user account, the user receives a MyUser account confirmation email that prompts them to validate their email address.

Edit User

To edit a user, select a user from the list and click the Edit button, then follow the steps below:

  1. Under the General Info tab, view basic information about the user — including user type, user activity, and authentication details. Make any necessary changes to the Active, Locked Out, and Force change password toggles.
  2. Click the Submit button to finish making edits; otherwise, continue to the Accounts tab.
  3. Under the Accounts tab, make any necessary changes to the accounts assigned to the user.
  4. Click the Submit button to finish making edits; otherwise, continue to the Roles tab.
  5. Under the Roles tab, use the toggles to add or remove roles assigned to the user. The Select all toggle enables all the roles in the table, based on the selected filters.

NOTE: You will only be able to view and assign roles based on your current roles and the selected user type. For more information on the available roles, refer to the Roles section.

  1. Click the Submit button to finish making edits; otherwise, continue to the View Logs tab.
  2. Under the View Logs tab, select an Audit Category Filter to view audit logs for Login and UserAdmin events within a specified date range. The audit logs are also available on the User audit page. Although audit logs are available on the Edit User page, the audit logs cannot be edited.
  3. If further editing is required, select the appropriate tabs to edit.
  4. Click the Submit button to finish making edits. The User Admin page displays a message and confirms the user was updated successfully.

View User

To view information about a user', click the View button. This button is only visible to users with the GMS-Users-View role.

View Audit Logs

To view user audit logs, select a user from the list and click the View audit button. The page refreshes to display the User Audit page; however, the page does not display a list of audit logs by default. To view a list of audit logs, select a date range and an audit category filter to view audit logs based on the event type — Login or UserAdmin — then click the Submit button. The table updates to display the following information:

  • Audit date — Displays the date and time the audit log entry was recorded.
  • Audit user — Displays the email address of the user.
  • Category — Displays the audit category.
  • Details — Displays additional information about the audit log entry.

The Excel icon button exports selected audit log data as a .csv file.

Associate Users

To assign an account, click the Associate User. The Associate Users button allows you to assign an account to users who are not already assigned an account. Ensure the user is not already associated with an account. In the Associate user pop-up window, enter the email address for the user and the account, then click the Submit button. The User Admin page displays a message and confirms the user has been created successfully.

Installer Admin

The Authorized Installers page displays a list of email addresses for Authorized Installers for the specified account. On the Authorized Installers page, enter the Account number filter, then click the Look up button to view a list of Authorized Installers associated with the specified account. You also have the option to add and remove installers.

To add an Authorized Installer, click the Add Installer button. In the Add Installer popup window, enter the Account number and an Email Address, then click the OK button. To remove an Installer, select an Installer from the list, then click the Remove Installer button. In the Remove Installer pop-up window, click the Yes button to confirm.

Customer Admin

The Customer Administration page functions as a dedicated area to view and manage Customer contact information. The Customer Administration page does not display a list of Customers by default. To view a list of Customers, enter the Account number and the name of the Customer in the Search field, then click the Look Up button. The page refreshes to display a table with the following information:

  • Name — Displays the name of the Customer.
  • Company — Displays the company name of the Customer.
  • Contact Email — Displays the email address of the Customer.
  • Telephone — Displays the phone number of the Customer.
  • Address — Displays the company address of the Customer.
  • Active — Displays the active status of the Customer.
  • Map — Links to the location of the company address on a map.

The Export button exports selected user data as a .csv file. The Upload button allows you to add and edit Customer information in bulk.

Add Customer Contact Information

The New button allows you to add contact information for a new Customer. To add Customer contact information, click the New button, then follow the steps below:

  1. Under the General tab, enter the required information. Use the Additional Bcc email address to add multiple emails for a single contact.

NOTE: The Active toggle allows you to choose whether the Customer contact information appears during the order checkout process. If addresses are frequently used, mark them as Active.

  1. Click the Next button to go to the Address tab.
  2. Under the Address tab, enter the required information.
  3. Once complete, click the Validate button to validate the address. Once the address has been validated, the Next button is enabled.
  4. Click the Next button to go to the Summary tab.
  5. Under the Summary tab, review the contact information and, if adjustments are required, click the edit icon for the step.
  6. Click the Submit button. The Customer Administration page displays a message and confirms the user has been created successfully.

Edit Customer Contact Information

The Edit button allows you to edit existing Customer contact information. Over time, company names and other account information may change, and keeping account information up-to-date is essential to maintain accurate contact information for shipping and other communication activities. To edit Customer contact information, select a customer from the list and click the Edit button, then follow the steps below:

  1. Under the General tab, view and edit basic contact information about the Customer.
  2. Click the Submit button to finish making edits; otherwise, continue to the Address tab.
  3. Under the Address tab, make any necessary changes to the address information.
  4. Click the Submit button to finish making edits. The Customer Administration page displays a message and confirms the user has been updated successfully.

Reports

The Reports page functions as a dedicated area to view Monthly Billing and Device Admin reports. Reports are exported and initialized on the respective MyAdmin pages, then prepared, processed, and stored on the Reports page. The Reports page can process up to five active reports at a time, and displays the following information in a table:

  • Name — Displays the name of the report.
  • Status — Indicates whether the report is active or expired. Use the Status Filter to view reports with a specific status.
  • Requested Date — Displays the date the report was exported.
  • Expiry Date — Displays the date the report expires (for example, 30 days from the Requested Date).
  • Parameters — Displays additional details about the report.

NOTE: Reports remain active in the Reports queue for 30 days.

The Reports page also has the following features:

  • Refresh — Displays the latest status of the export.
  • Download — Exports and saves the report to your computer.
  • Re-Run — Re-exports active or inactive reports.
  • Show Inactive Reports — Toggles the view of inactive reports.

Reseller Contact Info

The Reseller Contact Info page functions as a dedicated area to view and manage Partner contact information. The page displays Partner contact information in a table with the following:

  • Reseller Name — Displays the name of the Partner or company.
  • Account — Displays the account number.
  • Contact Email — Displays the Partner’s company email address.
  • Telephone — Displays the phone number used to contact the Partner.
  • Street 1 and Street 2 — Displays the unit or apartment number, as well as the street name of where the company is located.
  • Website — Displays the website URL associated with the company.
  • Private Email — Displays the Partner’s personal email address.

! IMPORTANT: It is important to maintain your private email address. The private email is used to notify you about maintenance and on-call events, as well as notices and technical bulletins, if you are subscribed. Refer to the Subscriptions section above to learn how to manage subscriptions. For more information about email notifications, refer to Emails by MyAdmin.

  • Phone — Displays the phone number used to contact the Partner.
  • Street 1 and Street 2 — Displays the unit or apartment number, as well as the street name of where the company is located.
  • City — Displays the city where the company is located.
  • State/Province — Displays the State, Province, Region where the company is located.
  • Country — Displays the country where the company is located.
  • Zip Code/Postal Code — Displays the alphanumeric code used for mailing purposes.
  • Private Email — Displays the Partner’s personal email address.
  • ! IMPORTANT: It is important to maintain your private email address. The private email is used to notify you about maintenance and on-call events, as well as notices and technical bulletins, if you are subscribed. Refer to the Subscriptions section above to learn how to manage subscriptions. For more information about email notifications, refer to Emails by MyAdmin.
  • Language — Displays the preferred language of communication for the Partner.
  • Support Phone Number — Displays the phone number Customers can call to receive support. This field displays the Geotab Support number by default, but can be updated to any phone number.
  • Support URLOnline Support Page — Displays the URL for a website where Customers can receive support. This field displays the Geotab Community URL by default, but can be updated to any website URL.

NOTE: The email addresses are used to send notifications to Partners. For more information about email notifications, refer to Emails by MyAdmin.

*

By default, the Reseller Contact Info page lists Partner contact information for all accounts. To view Partner contact information for a specific account, enter an account number, then click the Refresh button.

NOTE: The Reseller Contact Info page lists the same information that is listed in MyGeotab under Support > Contact. However, if a Customer is enrolled in Rate+Support PlanSupport Services, the Support > Contact page in MyGeotab displays the contact information for Geotab Support.

Add Contact Info

The Add Contact Info button allows you to add contact information for a new Partner. To add Partner contact information, click the Add Contact Info button. In the Edit Support Contact Info popup window, enter the requested information, then click the OK button.

Edit Contact Info

The Edit Contact Info button allows you to edit and manage contact information for a current Partner. To edit Partner contact information, select a Partner, then click the Edit Contact Info button. In the Edit Support Contact Info popup window, edit the contact information as needed, then click the OK button.

Database Activity

The Database Activity page allows you to monitor the level of activity in Customers’ databases using a graph that illustrates low database utilization, as well as a table with the following information:

  • Customer — Displays the name of the Customer or company.
  • Activity Score — Displays the frequency of activity as a percentage.
  • Active Devices — Displays the number of devices that are currently active in the database.

Database activity is an overall score combining the amount of trips being made, the amount of GPS logs received, the amount of notifications created by the system, and the amount of actions performed within MyGeotab. A low database activity indicates that Customers are not using Geotab services as often and are likely to cancel their subscription. For more information, see the Database Activity Report FAQ. You also have the option to download the database activity information as an Excel file by clicking the Export Table button.

Support Services

The Support Services page displays a list of Customers who are currently enrolled in Support Services. Premium Support, Support Services offered within ProPlus subscriptions is no longer offered. Partners with Customers currently enrolled in Support Services will be contacted for a more clear alignment on Services that the Partner is outsourcing. Partners should be familiar with the updated (revised October 2022) Comprehensive Guide to Support at Geotab, many services are now available to all Customers including Geotab Academy and Live Chat. Support Services is a full-feature Support platform available directly through MyGeotab. With Support Services, users can interact with Support, Training, and Success professionals to get help, resolve issues, and receive training on using MyGeotab.

The Support Services page does not display a list of Customers by default. To view the list of Customers enrolled in Support Services, enter the Account number, then click the Look Up button. The page refreshes to display a table with the following information:

  • Account — Displays the account number.
  • Name — Displays the name of the Customer.
  • Active — Indicates the enrollment status of the Customer.

For detailed information on Support Services, refer to the Support Services Partner Guide

Billing

The Billing menu item opens a sub-menu that allows you to navigate to pages related to product pricing, sales stats, monthly billing information, etc.

! IMPORTANT: Be sure you have the required roles to use the billing-related pages. To learn more, refer to the Roles section above.

Product Pricing

The Product Pricing page provides the most up-to-date price list for Geotab, and displays prices in USD by default. However, Geotab may choose to provide pricing, invoice, and settlement in other currencies. Currently, Geotab supports billing in the following local currencies: Australian Dollar (AUD), Canadian Dollar (CAD), Euro (EUR), British Pound (GBP), and Mexican Peso (MXN).

NOTE: Partners have the option to receive invoices in either USD or their local currency. Geotab will not allow currency switching where the primary purpose of the switch is to take advantage of the protection that Geotab provides to non-USD currencies. To further discourage arbitrage switching, Geotab has implemented a Currency Switch Fee of $3 per subscription (device) to switch from one currency to another.

The Product Pricing page displays a table with the following information:

  • Product Code — Displays the alphameric code used to identify the product.
  • Description — Displays additional information about the product.
  • Category — Displays the category to which the product belongs:
  • IOX
  • Beta Products
  • Services
  • Installation
  • Geotab Marketing Material
  • Suppliers
  • Prototype
  • Harnesses/Adapters
  • Hardware Accessories
  • GO Key/Driver Tags
  • Custom Services
  • GO Vehicle Kits/GO Devices
  • Reseller Cost — Displays the cost the Partner pays for the product.
  • MSRP Cost — Displays the manufacturer-recommended price for the product.

You also have the option to view product prices by account, category, or product code.

Regional Pricing Policy

The Regional Pricing Plan page provides information about the regional pricing policy, a table that displays an overview of the pricing for each Rate Plan by region, and a table that specifies the countries included in each region. To view pricing for specific regions or categories, go to the Rate Plans page.

NOTE: Regional pricing does not necessarily indicate product availability in a country.

Sales Stats

The Online Order Sales page displays a graph to illustrate GO device sales statistics for a specific month (in the previous six months) and/or product code, and provides a sales summary, including the total monthly cost. You have the option to view the sales statistics in a Pie graph or Bar graph format.

NOTE: The graph displays devices by type and provides order statistics for the specified period. The order statistics may not match what shipped for the same period. Individual parts may be viewed by expanding the Data section to see total counts for all parts. Use the Export Data button to export the information as a .csv file.

Monthly Billings

The Monthly Billing page displays the monthly billing summary for all devices by region. The Monthly Billing page does not display monthly billing information by default. To view the monthly billing summary by region, use the following filter options, then click the Look Up button:

  • Account — View monthly billing information for the specified account.
  • Billing Period — View monthly billing information for the selected month.
  • Advanced Options:
    • Plan Type Filter — View monthly billing information based on the selected plan type: Garmin, Hours of Service, Live, Marketplace Add-on, Rental, Satellite, and Support, and
    • Customer Filter — View monthly billing information for a specified Customer.

The page refreshes to display a table with the following information:

  • Cost Region — Displays the regional pricing policy used to calculate the cost.
  • Plan Name — Displays the name of the billing plan and the calculation to convert the currency.
  • Device Plan — Displays the Rate Plan of the device.
  • Total Billed Items — Displays total items to be billed.
  • Cost — Displays the total cost for the month.

NOTE: Any devices activated part way through the month are prorated, so you are billed for only the portion of the month that the device has been active.

View and Export Records

The View Records button displays a table at the bottom of the page that provides an overview of the billing, and reflects the information available in the invoice. The table includes the following information:

  • Billing Info — Displays the name of the billing plan.
  • Device — Displays the device serial number.
  • Account — Displays the account number associated with the device.
  • Database — Displays the database name that owns the device.
  • SIM Card — Displays the SIM card number associated with the device.
  • IMEI — Displays unique device identifiers used by carriers and manufacturers to identify specific devices. Without the identifiers, devices cannot connect to a network. IMEI numbers are used by carriers that support GSM, UMTS, and LTE wireless technology, and are 14-16 digits.
  • VIN — Displays the Vehicle Identification Number (VIN) of the vehicle that the device is installed in.
  • Assigned PO — Displays the Purchase Order (PO) number, assigned at the time of purchase.
  • Customer — Displays the name of the Customer to whom the device is assigned.
  • Active Since — Displays the date the device was activated.
  • Bill Days — Displays the (prorated) number of days billed for the device.
  • Cost — Displays how much the Customer pays.
  • Promo Code — Displays the promo code applied to the device.
  • Promo Code Expiration Date — Displays the date the promo code expires.
  • Cost Region — Displays the regional pricing applied to the billing plan.
  • Comments — Displays any comments.

The Export Records button exports and downloads the monthly billing information as a .csv file.

Reconciling Invoices

The information available on the Monthly Billings page is also included in the invoice. The following information is available on an invoice:

  • Invoice (Number) — Displays the unique alphanumeric code assigned to the invoice.
  • Invoice Date — Displays the date the invoice was created.
  • Due Date — Displays the date the payment is due based on payment terms.
  • Geotab Account — Displays the Partner account that is being billed.
  • Payment Terms — Displays the Partner payment terms based on the Partner agreement.
  • Billing Period — Displays the month and year for which the Partner is billed.
  • Billing Currency — Displays the currency based on the Partner agreement.
  • Description — Displays the region and Rate Plan.
  • Avg. # of Devices — Displays the number of devices. For each month, each active device is billed as 1.000 of a device. Devices activated mid-month are prorated for the days of the month that they are active. For example, devices active for half the month are billed for 0.500 of a device. Devices that switch plans within the month are partially billed on each plan.
  • Price — Displays the price for the Rate Plan, based on the currency.
  • Total — Displays the total based on the number of devices in the row.
  • Subtotal — Displays the total of the whole invoice without taxes.
  • Tax — Displays applicable taxes.
  • Total — Displays the total cost of the invoice, including tax, based on the currency.
  • Total Due — Displays the total due by the date shown.

NOTE: Due to regional pricing, the current month’s billing is not available because device regions are not defined until the end of the month.

Payment Terms

If you choose, you may request credit terms. If you would like to request credit, request a credit application from creditapps@geotab.com. Our credit terms are typically Net 30 days. For other payment options, contact AR@Geotab.com.

View and Export Database Records

The View Database Records button displays a table at the bottom of the page that provides an overview of the billing by database only. The table includes the following information:

  • Billing Info — Displays the name of the billing plan.
  • Database — Displays the database name that owns the device.
  • Account — Displays the account number associated with the device.
  • Active Since — Displays the date the device was activated.
  • Bill Days — Displays the number of days billed.
  • Cost — Displays the total cost.
  • Comments — Displays any comments.

The Export Database Records button exports the database-specific monthly billing information as a .csv file.

Rate Plans

The Rate Plans page provides an overview of the monthly Rate Plan for all devices. Use the Account, Category, and Region filters to view specific Rate Plan information, then click the Look Up button. The table includes the following information:

  • ID — Displays the unique number used to identify the Rate Plan.
  • Name — Displays the name of the billing plan.
  • Rate Plan Type — Displays the Rate Plan type(for example Live, Satellite, Marketplace).
  • Device Plan Level — Displays the name of the Rate Plan (for example Pro, ProPlus).
  • Rate Plan Family — Displays the Rate Plan family (based on business needs).
  • Max Devices — Displays the maximum number of devices that can be included in the plan.
  • Active From — Displays the date the billing begins.
  • Expire Date — Displays the date the Rate Plan will expire, and will no longer be available.
  • Options — Displays any additional options.
  • Custom Info — Displays the promo code, if applied.
  • Is Share Plan — Indicates whether the Rate Plan includes Extendable Services.
  • Comments — Displays any comments.

Server Status

The Server Status menu item opens a sub-menu that navigates to pages related to server status updates.

! IMPORTANT:The Server Status and Server Notifications pages are no longer available, and redirect to the Current Known Issues page if selected.

MyInstall

The MyInstall menu item opens a sub-menu that navigates to pages related to installation checks, work orders, installation reports, etc. To use MyInstall, you must have the following: MyAdmin login information, a GO device serial number, and vehicle information (vehicle name, license plate, VIN, make, model, year). For more detailed information about MyInstall and the MyInstall sub-pages, refer to the MyInstall User Guide.

! IMPORTANT: Be sure you have the required roles to use the installation-related pages. To learn more, refer to the Roles section above.

Installation Services

The Installation Services page functions as a single point of access for installation-related pages — New installation, Swap devices, Service device, and Remove device. To access a page, select the card.

New Installation

The New installation page allows you to verify device installation status, detect connected equipment, register vehicle information, document images of the installation, and determine whether the device is communicating with the database. For detailed information, follow the steps outlined in the MyInstall User Guide.

! IMPORTANT: The Geotab MyInstall installation verification service verifies only that the device is installed in a way that allows communication with Geotab. It does not verify that the device is installed safely or in accordance with Geotab documentation.

NOTE: Multiple installers cannot work on the same line item at a single time. For more information, refer to the MyInstall User Guide.

Remove Device

The Remove device page allows you to submit reports for device removal services for both GO devices and non-Geotab devices. The page displays the following steps: Device serial number, Vehicle information, and Installation photos. For detailed information, follow the steps outlined in the MyInstall User Guide.

Swap Devices

Coming soon.

Service Device

Coming soon.

Work Orders

✱ NOTE: The Work Orders page is applicable to Geotab Authorized Installers only.

On the Work Orders page, view the work orders that are assigned to your account. To find a specific work order, use the search bar by typing a company name or address or use the filter the Work Orders to view them in a specific order (for example, newest to oldest or A to Z) by tapping the Filter button.

To view additional information, select a work order from the list. The screen displays the name of the work order, the company address, the company contact name and telephone number, and the installation details. You have the option to view the location on the map by tapping the address, and starting a call by tapping the telephone number.

To start a new installation, select the desired work order and tap Start Install, then follow the steps outlined in the New Installation section in the MyInstall User Guide.

Installation Reports

The Installation Reports page allows you to view details of the installation checks you have completed. The Installation Reports page does not display a list of installation reports by default. To view a list of installation reports, enter the device serial number or vehicle name, and select the date range, then click the Search button.

You can also filter by Installer company, Partner Account, Customer database, and Work order reference to further narrow the search results. The page lists the device Serial Number, Date, Status, Vehicle name, Vehicle details, and Installer information for each device that was installed within the specified date range, as well as a Photos column. Use the Download CSV button to export the search results. The CSV file includes all installation details.

For detailed information about an installation, select a serial number from the list. The page refreshes to display installation-related information, vehicle details, device status, and photos of the installation.

Installation Guides

The Installation Guides sub-menu item links to the Installation documentation area of the Geotab website. The Installation Documentation page on the Geotab website lists links for installation documents for GO devices, IOXs, and harnesses. The page also includes an area to search for an Authorized Geotab Installer to install Geotab products.

Resources

The Resources menu item links to the sales.geotab.com website and provides Partners access to the following:

  • Reseller Learning Resources — Access training and instructional resources in multiple languages.
  • Products & Solutions — Access information about Geotab products and solutions.
  • Marketplace Partners — View information about current Marketplace Partners and access Marketplace resources.
  • Competitive Intelligence — Access battle cards that provide information about the company's products, services, and/or pricing.
  • Sales & Marketing Resources — View information about Geotab, access country-specific industry information, case studies and industry-specific white papers, and access blog and social media resources.
  • News & Alerts — View the latest Geotab news and access archived newsletters.

What’s New Archive

Date

What’s New Link

October 24, 2022

What’s New in MyAdmin

September 19, 2022

What’s New in MyAdmin

September 12, 2022

What’s New in MyAdmin

August 17, 2022

What’s New in MyAdmin

July 11, 2022

What’s New in MyAdmin

June 20, 2022

What’s New in MyAdmin

June 6, 2022

What’s New in MyAdmin

May 16, 2022

What’s New in MyAdmin

April 11, 2022

What’s New in MyAdmin

March 25, 2022

What’s New in MyAdmin

February 28, 2022

What’s New in MyAdmin

January 31, 2022

What’s New in MyAdmin

December 20, 2021

What’s New in MyAdmin

November 29, 2021

What’s New in MyAdmin

November 8, 2021

What’s New in MyAdmin

October 25, 2021

What’s New in MyAdmin

October 4, 2021

What’s New in MyAdmin

August 30, 2021

What’s New in MyAdmin

Revision History

Version

Date

Editor

Changes

Approved by

3.0

October 25, 2021

Product Editing Team

Updated per 202112 release

Product Editor

3.1

November 8, 2021

Product Editing Team

Updated per 202113 release

Product Editor

4.0

November 29, 2021

Product Editing Team

Document refresh and updated per 202114 release

Product Editor

4.1

December 20, 2021

Product Editing Team

Updated per 202115 release

Product Editor

4.2

January 31, 2022

Product Editing Team

Updated per 202201 release

Product Editor

4.3

February 28, 2022

Product Editing Team

Updated per 202202 release

Product Editor

4.4

March 25, 2022

Product Editing Team

Updated per 202203 release

Product Editor

5.0

April 11, 2022

Product Editing Team

Updated per 202204 release

Product Editor

5.1

May 16, 2022

Product Editing Team

Updated per 202205 release

Product Editor

6.0

June 6, 2022

Product Editing Team

New document and updated per 202206 release

Product Editor

6.1

June 20, 2022

Product Editing Team

Updated per 202207 release

Product Editor

6.2

July 11, 2022

Product Editing Team

Updated per 202208 release

Product Editor

6.3

August 17, 2022

Product Editing Team

Updated per 202209 release

Product Editor

7.0

September 19, 2022

Product Editing Team

Updated per 202210 release

Product Editor

7.1

October 24, 2022

Product Editing Team

Updated per 202211 release

Product Editor

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