Last updated: March 2024

Introduction to MyAdmin

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 outline in the top-menu to expand the 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:

1. Mozilla Firefox — Version 76 or later
2. Microsoft Edge Chromium — Version 81.416 or later
3. Google Chrome — Version 81.0.4044 or later

Account setup

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

1. Navigate to the MyAdmin portal.
2. Select 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:
5. 1. At least 12 characters
   2. At least one lower case letter
   3. At least one upper case letter
   4. At least one number
   5. 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.

6. Select Register.

You are now registered with an account on MyAdmin.

Once you have registered an account, the system sends you a confirmation email prompting you to confirm your login credentials. Select Confirm Email Address in the email to confirm your login credentials.

Once you confirm your email, your account will be subject to internal approval by our Sales team. This process can take up to 24 business hours. You will receive a follow-up email once your account has been approved.

✱ NOTE: The link to confirm your email address is active for two hours after registration. If the link expires, select 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 for user access

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:

1. 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.
2. 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.
3. 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 MyGeotab databases with their MyAdmin login credentials:

1. Your Customer must have Allow Partner to access this database enabled in MyGeotab. If the feature is not enabled, only the user who created the database can log in with their MyAdmin login credentials.
2. Users must have the MyGeotabAccess role in MyAdmin. To learn more, refer to MyAdmin Roles.

To enable this feature in MyGeotab, follow these steps:

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

4. Select Save to save your changes.

This database now allows Partner access.

! IMPORTANT: Do not set Allow Partner to access this database to Yes if it goes against the agreement you have with our mutual Customer.

Database Majority Account

For Customers who are supported by more than one Partner, a Majority Account is automatically selected for the following purposes:

1. MyGeotab Authentication — Users that belong to the Majority Account for a database must meet certain criteria to log in to the database. For more information, see the MyAdmin Login Credentials section.
2. MyGeotab Database Information — Users that belong to the Majority Account for a database can access data about that database (for example, database activity from https://myadmin.geotab.com/v1/databaseactivity).
3. Extendable Services — When a device is shared with a database, the share fee is billed to the Majority Account of that database.
4. Support Services — When a new account becomes the Majority Account for a database, the Support Services status of that database may change based on the account settings. When the Majority Account for a MyGeotab database changes, any previous configuration of the Support Services status for that database is lost.
5. Marketplace — The Marketplace solution information (for example, pricing) corresponds to the Majority Account for the database. Orders requests submitted through the Order Now program via the Marketplace are created as Planning Orders in the Majority Account for the database.

For each MyGeotab database, the account with the most devices in the database is selected as a Majority Account.

✱ NOTES:

1. The system performs a calculation to determine the Majority Account every two hours. Devices that are shared from another account are not included in the calculation.
2. If a MyGeotab database is registered by a Reseller user type, the Majority Account is associated with the account associated with that user.
3. If a MyGeotab database is registered by a non-Reseller user type, a Majority Account will not initially be set, and the user will be prevented from completing actions that require a Majority Account (for example, sharing a device to that database).
4. If multiple accounts have the same number of devices in a database, one of the accounts will be arbitrarily chosen as the Majority Account.

Overriding the Majority Account

To request a specific Majority Account for a particular MyGeotab database, contact Geotab Support. Once complete, the Majority Account calculation will not replace it.

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.

Test Environment

The MyAdmin test environment allows Developers and Integrators to test use case scenarios and API requests in a sandbox environment. To access the MyAdmin test environment, navigate to myadmintest.geotab.com and login, or via: https://myadminapitest.geotab.com/v2/MyAdminApi.ashx. For more information, refer to https://geotab.github.io/sdk/myadmin-sdk/guides/getting-started/#test-environment.

! IMPORTANT: The MyAdmin test environment resets on a weekly basis on Sunday, and data is not maintained.

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 navigate MyAdmin. The main menu is divided into the following key areas to facilitate account management, as well as an option to collapse or expand the view of the menu.

1. Home — View the latest notices, alerts, and announcements.
2. Store — Browse products, place orders, or save future orders.
3. Orders — View order information and order history, release planning orders, and approve or cancel orders requested by Customers.
4. Devices — View device information, activation history, device timeline, device status, and installation logs.
5. Support — Create and manage tickets, view forum posts, and look up VIN numbers.
6. RMAs — Create and manage RMA requests, and place replacement orders.
7. Marketplace — View lists of third-party mobile apps, hardware Add-Ons, and software Add-Ins, and manage the implemented solutions on an account.
8. Admin — Manage user access to the MyAdmin portal, authorized installers, Customer and Partner contact information, and reports.
9. Shipping — For third-party Partners to view, manage, and fulfill orders.
10. Billing — View monthly billings, product pricing, regional pricing policy, and pricing plans.
11. Server Status — Redirects to Current Known Issues page.
12. MyInstall — Manage Installation Services and work orders, and view reports.
13. 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, Change Password, and Credits.

Preferences

General

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 the following languages:

1. English
2. French
3. German
4. Spanish
5. Japanese
6. Italian
7. Brazilian-Portuguese
8. Polish

User interface language settings are also available on the login page.

For menu visibility settings, select Collapsed view or Expanded view under Menu Behaviour to set the default menu view, then select Third tier panel floats, or Third tier panel expands under Menu Style 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.

Communications

Under the Communications tab, you have the option to subscribe to email notifications to receive information related to services, systems, product issues and updates, as well as planned and unplanned maintenance events.

To sign up for notifications about planned and unplanned maintenance, use the toggles to subscribe or unsubscribe to either of the following: Planned maintenance and/or Unplanned maintenance. For more information, refer to Emails by MyAdmin.

Use the What’s New at Geotab toggle to subscribe to monthly email updates featuring What’s New announcements for MyAdmin and MyGeotab.

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 select Change Password and follow the steps in the email to change your account password.

✱ NOTE: For security purposes, MyAdmin 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.

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 home page provides an overview of Partner updates. The following are default widgets:

What’s New in MyAdmin

The What’s New in MyAdmin widget displays a summary of the most recent What’s New announcement. Select Learn more to open the full What’s New announcement.

Active Alerts

The Active Alerts widget displays important notices and bulletins regarding Geotab devices or business. The red alerts indicate high-priority alerts, while the yellow alerts indicate warnings. Select View Alert to view more details about a specific alert.

Select View more to go to the Alerts page to view previous alerts from a specific date.

Pilot Requests

The Pilot Requests widget 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. Select Pilot Signup 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.

Events

The Events widget displays a list of past and upcoming events. Select View more 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. This 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: You must have the required roles to use the MyAdmin Store. To learn more, refer to the Roles for user access section.

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 product categories from the menu:

1. All Products
2. Popular Products
3. My Recently Ordered Products
4. Services
5. IOX
6. Harnesses and Adapters
7. Hardware Accessories
8. GO Vehicle Kits and GO Devices
9. GO Key and Driver Tags
10. Geotab Marketing Material
11. 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 your cart

To view your shopping cart, select View cart 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:

1. Product — Displays the image and product code of the selected product.
2. Price — Displays the individual price of the product.
3. Quantity — Displays the order quantity for the product as well as the option to modify the quantity.
4. Subtotal — Displays the total cost of the product based on the quantity of items you plan to order.

Placing an order

The checkout process has the following steps:

1. Order information
2. Shipping information
3. Configure products (IOX-KEYBOX only)
4. Product information
5. Services (Installation Services only)
6. Vehicle information (Installation Services only)
7. Complete order

Add products to your cart and review your order

1. Navigate to Store from the main menu.
2. Browse for products using the product categories menu or using the Search bar.

✱ NOTE: For more information on browsing for products, refer to Browse products.

3. Add the product to your cart using one of the following options:
4. 1. On the product card, select the quantity, then the cart icon.

   ✱ NOTE: To view more information about a product, select View details on the product card.

1. On the product page, select the quantity, then Add to cart.

✱ NOTE: To view additional documentation for a product, select More product info on the product page. This is only available to select products.

4. Select View cart on the Store page, or the cart icon (next to your first and last name) to view your shopping cart.

✱ NOTE: 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.

5. Optional — Review and modify products in your cart as needed:
6. 1. Change the number under Quantity to modify the quantity of your products.
   2. Select Remove under the product name to remove a product.
   3. Select Clear cart to remove all products from your cart.
6. Select Proceed to checkout to begin the checkout process.

The Checkout page is displayed.

Complete your order and shipping information

1. Fill in the required information under Order information on the Checkout page, then select Next.
2. 1. PO number — Enter a valid and unique purchase order (PO) number. If the PO number is valid and unique, a Success message is displayed, and the Next button is enabled.

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

   2. My reference — Enter any information you can use to identify an order (for example, locations, Customer name, and more).
   3. 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.
   4. 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.

   5. 1. Managing account — Select the account that should be billed for monthly subscription fees.

      ! IMPORTANT: This field is only visible to Upfitters*.

   5. General comments for packing slip — Add comments for the Sales team, especially if you are ordering something that is not in the price list (for example, Beta products).
   6. Order comments — Displays comments from the Customer about the order for Partners.
   7. Add cc email address — Copy an additional email recipient on shipping confirmation emails. Enter the email address then select the plus button, and repeat for each additional email address. For more information about email notifications, refer to Emails by MyAdmin.

   * An Upfitter is a Certified Geotab® Installer who places orders on your behalf, and installs devices and accessories for Customers.

2. Select the shipping address and assign devices to your Customer by using the Select button next to Select shipping address and Assign devices to customer.
3. 1. Use the Select button to choose 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.
   2. To assign the devices, use the Select button then toggle on Same as shipping address contact to copy the contact information from the Select shipping address area, and assign the device(s) to the same Customer that will receive the shipment.

   ✱ NOTE: When Local Pickup Only is selected, the Same as shipping address contact toggle is grayed out and unavailable. All addresses are validated when a contact is created. Orders with invalid addresses cannot be processed.

   ! IMPORTANT: MyAdmin validates any sanctions violations after the contacts are selected in the Select shipping address and Assign devices to customer section. If you select a contact in a sanctioned region and try to proceed to the next page, you will receive an error message.

3. Select Next.

The Configure products or Product information step of the Checkout page is displayed.

Additional information — Configure products

✱ NOTE: The Configure products step is only displayed when purchasing products that require configuration (Product Attributes), such as the IOX-KEYBOX.

1. Select the preferred options under Configure products for the associated products.
2. Select the plus button to add more Product Attributes, or the delete button to remove them.

When all required Product Attributes are added, a checkmark is displayed next to the associated products.


3. Select Next.

The Product information step of the Checkout page is displayed.

Additional information — Product information

1. Optional — Under Product information, edit your cart or make modifications to your order:
2. 1. In the Hardware promo code and/or Rate Plan code field, enter an applicable code
   2. Select Edit cart to add or modify the products in your cart
2. Select a shipping method from the Shipping Fee dropdown.

! IMPORTANT: Refer to Shipping fees for more information on shipping fees for the destination country.

3. Select Next.

If you have Installation Services in your cart, proceed to Additional information — Installation Services only. The Services step of the Checkout page is displayed.

If you do not have any Installation Services in your cart, proceed to Complete your order. The Complete order step of the Checkout page is displayed.

Additional information — Installation Services only

✱ NOTE: The Services and Vehicle information step is only displayed when purchasing Installation Services.

1. Under Installation Services Address, select one of the following toggles:
2. 1. Toggle Yes to use the shipping contact information from step 2 under Complete your order and shipping information as the Installation address.
   2. Toggle No to use another address for the Installation address. Use the Search bar to locate and select an alternative contact to use as the Installation address.
2. Select an option from the Vehicle availability window dropdown to indicate when the asset is available to be serviced.
3. Select Next.

The Vehicle information step of the Checkout page is displayed.

✱ NOTE: On the Vehicle information step, you will not be able to proceed to the next step until all vehicles — outlined in red and labeled mandatory — have the required fields populated.

4. Under Vehicle Information, enter the Make, Model, Year, VIN, and Vehicle Name of the vehicle then select the plus icon button, and repeat for each additional vehicle.

✱ NOTE: If there are multiple installation services products in your order, the Vehicle information 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 information step prompts you to upload a CSV file that includes the required vehicle information.

5. Select Next.

The Complete Order step of the Checkout page is displayed.

Complete your order

1. Review the Important Notes section.
2. Select one of the following options to complete, save, or cancel the order:

1. Place order — Places the order and the fulfillment teams begin processing the order. If an error message is displayed at this step, contact Geotab Support for more information.
2. 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.
3. 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.

Shipping fees

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.

1. Standard ground shipping is available with one of the carriers (for example, DHL, FedEx, or UPS) 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.
2. Priority shipping is available as a two-day service for a flat rate per order (as listed in MyAdmin). 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.

✱ NOTE: Overnight shipping is not available.

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 other countries

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.

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 submenu, allowing you to navigate to the Order Management page.

Order Management

! IMPORTANT: You must have the required roles to use the Order Management page. To learn more, refer to the Roles for user access section.

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 canceling 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 select Search:

1. Account — View orders saved and placed under a specific account.
2. Date Range — View orders that were placed within the specified date range.
3. PO number — View orders with the specified Purchase Order number, provided by the Partner at the time of checkout.
4. My reference — View orders based on the Partner-provided information that is used to identify the order.
5. 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 options.
6. Company — View orders that are assigned to or shipped to a specific contact’s company.

✱ 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.

Once you select Search with the required filters, the page refreshes to display a table with the following information. Use Customize view to select which columns are displayed in the table. The customized table becomes the default for the Order Management page until you use Customize view again to reconfigure the columns.

1. PO number — Displays the purchase order number.
2. Current status — Displays the current status of the order. There are seven order statuses:
3. 1. Planning order — The order was saved to place at a later time, or indicates the order is an order request submitted by a Customer from the Geotab Marketplace.
   2. 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.
   3. 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.
   4. Ordered — The order has been accepted, and the Last Expected Shipping column under the Shipping tab in the expanded order details view is populated.
   5. Partially shipped — The order has shipped with only some requested products. The remaining products will be shipped in another order.
   6. Shipped — The order has shipped with all the requested products.
   7. Canceled — The order has been canceled. Once the order has been canceled, the order cannot be resumed or approved.
3. Order source — Displays the origin of the order (MyAdmin, API, or Order Now request).
4. Placed by — Displays the email address of the contact who placed the order.
5. Shipping address — Displays the shipping address for the order delivery.
6. Order date — Displays the date the order was placed.
7. My reference — Displays Partner-provided information used to identify an order.
8. Order total — Displays the total cost of the order and the currency of the order purchase.

1. Order number — Displays the order number assigned by Geotab once the order has been approved.
2. Device Plan — Displays the device plan.
3. Warranty at time of order — Displays the type of warranty.
4. Assigned address — Displays the address of the Customer to whom the devices are assigned.
5. Shipping date — Displays the date the order shipped.
6. Tracking number — Displays the tracking number to track the order shipment.
7. General comments for packing slip — Displays any additional comments entered during the checkout process. These comments are also displayed on the packing slip.
8. Cc email addresses List — Displays additional email addresses that receive order and shipping updates.
9. Cancellation reason — Displays the reason the order is canceled, if applicable.
10. Quantity— Displays the quantity of items in the order.
11. Shipping ID — Displays the identification number associated with the order.
12. Requested shipping date — Displays the date requested to ship the order.
13. Last expected shipping date — Displays the expected shipping date of an order.

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:

1. Account — Displays the account associated with the order.
2. Managing account — Displays the Account number for which the Upfitter placed an order, if applicable.

✱ NOTE: This field is only visible for Upfitters.

3. PO number — Displays the purchase order number associated with the order.
4. My reference — Displays Partner-provided information used to identify an order.
5. Device Plan — Displays the Device Plan assigned to the device(s) (for telematics devices only).
6. Order number — Displays the order number assigned by Geotab once the order has been approved.
7. Order source — Displays where the order was placed.
8. Warranty at time of order — Displays warranty period information.
9. Hardware promo code — Displays the Hardware promo code applied to the order during the checkout process.
10. Rate Plan code — Displays the promo code used for a monthly Rate Plan code subscription.
11. General comments for packing slip — Displays any additional comments entered during the checkout process. These comments are also displayed on the packing slip.
12. Order comments — Displays comments from the Customer about the order for Partners.

The tab also displays a table to provide additional information:

13. 1. Product code — Displays the alphanumeric code used to identify the product.
    2. Quantity — Displays the number of items for each product in the order.
    3. Cost per unit — Displays the cost of a single item.
    4. Total — Displays the total cost of the items in the order (for each product).
    5. Status — Displays one of the following statuses for each item in the order:
    6. 1. Legacy — Item status is unavailable because the associated order was processed prior to the release of this update.
       2. Not Available — Item status is not available yet.
       3. Open Order — Item status when an order has been received, but has not yet been approved by Geotab.
       4. Shipped — Item status when a packing slip has been created. The order is shipped within one to three business days following the creation of the packing slip.
       5. Invoiced — Item status when an invoice has been created.
       6. Canceled — Item was canceled.
    6. Subtotal — Displays the total cost of the order (before shipping).
    7. Shipping Costs — Displays the cost for shipping the order.
    8. Order Total — Displays the total cost of the order, including shipping.

    Shipping

    The Shipping tab provides the following information:

1. Shipping address — Displays the address where the delivery is sent.
2. Assigned address — Displays the address of the contact to whom the devices are assigned.
3. Requested shipping date — Displays the date on which the Customer would like to receive the order.
4. 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:

5. Product code — Displays the alphanumeric code used to identify the product.
6. Quantity — Displays the number of items for each product in the order.
7. Shipment number — Displays the alphanumeric code used to identify a shipment.
8. Tracking number — Displays the courier-generated tracking number used to track an order.
9. Shipping date — Displays the date the shipment is expected to ship.
10. Shipping option — Displays the shipping option selected during the checkout process.

Installation Services

The Installation Services tab provides the following information:

1. Installation type — Displays the type of installation.
2. Vehicle availability window — Displays the time period for when the vehicle is available for installation.
3. Installation order number — Displays the sales order number created for installation service(s).
4. Installation address — Displays the selected installation address for the installation order.
5. Installation comments — Displays comments entered during the installation verification process.
6. Additional charges order number — Displays the sales order number created for additional service(s) added during installation.

The tab also displays a table to provide additional information:

7. VIN — Displays the vehicle identification number associated with the vehicle.
8. Make — Displays the make of the vehicle.
9. Model — Displays the model of the vehicle.
10. Year — Displays the year the vehicle was manufactured.
11. Product code — Displays the alphanumeric code used to identify the product.
12. Vehicle name — Displays the vehicle name entered during the checkout process.

Keyless Details

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

1. Product code — Displays the alphanumeric code used to identify the product.
2. QR code — Displays the barcode associated with the product.
3. VIN — Displays the vehicle identification number associated with the vehicle.
4. Make — Displays the make of the vehicle.
5. Model — Displays the model of the vehicle.
6. Year — Displays the year the vehicle was manufactured.

Device Assignments

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

7. Serial number — Displays the serial number associated with the device.
8. Product code — Displays the alphanumeric code used to identify the product.
9. Customer — Displays the information for the customer receiving the shipment.
10. SIM number — Displays the SIM number associated with the device.
1. IMEI — Displays the unique identifier associated with the device.

The Device Assignments tab also includes the following features:

1. Search serial numbers — Use the Device serial number field to search for serial numbers in the table.
2. Download CSV — Select Download to export information from the table into a CSV file.
3. Copy serial numbers — Select the copy icon to copy the list of the serial numbers to your clipboard.

Key Tags

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

1. Bag Number(s) — Displays the numeric code of the bag.
2. 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:

3. RMA number — Displays the RMA number.
4. Case number — Displays the Support ticket number, submitted when requesting an RMA.
5. Account — Displays the account associated with the RMA.
6. Requester — Displays the name of the user that submitted the RMA request.
7. RMA type — Displays the RMA type.
8. Reseller reference — Displays Partner-provided information used to identify an RMA.
9. Issue date — Displays the date the RMA request was submitted.
10. Shipping address — Displays the shipping address for the replacement product shipment.
11. Comments — Displays any additional comments entered during the RMA request process.
12. 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.

Resuming a planning order

Use Resume order 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 resume and place a saved order, follow these steps:

1. Navigate to Orders > Order Management from the main menu.
2. Use the filter options, as required, to narrow the search results, then select Search.
3. From the list, double-click or double-tap to select an order.

The page refreshes to display a list of orders on the left and detailed information about the selected order on the right.

4. Review the order details, then select Resume order.
5. In the popup window, select Go to Cart.

The system redirects to the Cart page.

6. Review the order details and, if needed, modify the order using the following options:
7. 1. 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 select View cart button.
   2. Remove Product(s) — To remove a product from the order, select Remove.
   3. Start New Order — To create and place a new order, separate from the existing planning order, select Start New Order. In the New Order Confirmation window, select Clear cart to add different products or Keep item(s) in cart, then select Accept. Any updates made to the existing planning order will be discarded.
7. Select Proceed to checkout.
8. On the Checkout page, provide the necessary order, shipping, and product information. For detailed steps to place an order, please refer to the Placing an order section.
9. Once complete, select Place order to place the order.

Canceling an order

Select Cancel order to cancel orders that have not yet been accepted and processed.

To cancel an order, follow these steps:

1. Navigate to Orders > Order Management from the main menu.
2. Use the filter options, as required, to narrow the search results, then select Search.
3. From the list, double-click or double-tap to select 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.

4. Select Cancel order.
5. In the popup window, provide a reason for cancellation, then select Cancel order.

The system confirms the order has been canceled.

The order cancellation reason is displayed on the Order History page in the Geotab 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 canceled without approval. To obtain approval and cancel orders with custom SKU products, submit a Support ticket through the Helpdesk page.

Manage Order Now requests

Select Resume order on the Order Management page to 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, select the View Order Status link to manage the order request(s). The link redirects to the Order Management page in MyAdmin.

The following sections outline the steps to approve or cancel an order request.

Approving order requests

To approve an order request and place an order, follow these steps:

1. In the notification email from MyAdmin, select the View Order Status link.

The link redirects to the Order Management page in MyAdmin and displays the order details.

2. Review the order details, then select Resume order.
3. In the popup window, select Go to Cart.

The system redirects to the Cart page.

4. Review the order, add or remove order items, and adjust the quantity of items as needed.
5. 1. 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 select View cart.
   2. Remove Product(s) — To remove a product from the order, select Remove below the product SKU. In the confirmation popup window, select Remove Solution to confirm the changes.

   ✱ NOTE: 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.

5. Select Proceed to checkout.
6. On the Checkout page, provide the necessary order, shipping, and product information. For detailed steps to place an order, refer to the Placing an order section.
7. Once complete, select Place order.

The system confirms the order has been placed.

Canceling order requests

To reject and cancel an order request, follow these steps:

1. In the notification email from MyAdmin, select the View Order Status link.

The link redirects to the Order Management page in MyAdmin and displays the order details.

2. Review the order details, then select Cancel order.
3. In the popup window, select Cancel Order 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.

Submitting support tickets for an order

Select Submit support ticket on the Order Management page 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 these steps:

1. Navigate to Orders > Order Management from the main menu.
2. Double-click or double-tap to select an order from the list.
3. Review the order details and ensure the order has one of the following statuses: Ordered, Partially shipped, or Shipped.
4. Select Submit support ticket.

The page redirects to the Helpdesk page. For more detailed information on how to submit a support ticket, please refer to the Helpdesk section.

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, and more.

! IMPORTANT: You must 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:

1. 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.
2. 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.
3. SIM — View a list of devices with the specified SIM number(s) in the table. In the popup window, enter up to 2000 SIM numbers, then click the OK button. SIM numbers are unique device identifiers assigned to a specific device, and are 18-22 digits.
4. Include Connect Data — View additional columns that provide firmware and device communication information.
5. 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.
6. Only Show Unregistered Devices — View a list of devices that have not yet been added to the MyGeotab database.
7. 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.
8. Reseller Customer ID Filter — View a list of devices associated with a specific Reseller Customer ID.
9. Comments Filter — View a list of devices that match the comments entered at the time of order placement.
10. Purchase Order Filter — View a list of devices associated with a specific Purchase Order (PO) number.
11. 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.

12. Rate Plan Code Filter — View a list of devices associated with a specific Rate Plan code.
13. Device Status Filter — View a list of devices based on the selected rate plan, as described below:
14. 1. All Plans: Includes all devices in the system.
    2. No Rate Plan Assigned: Includes devices purchased as stock inventory and left unassigned at the time of purchase.
    3. Non-Terminated Devices Only: Includes all devices that have not been terminated.
    4. ProPlus Mode: Includes devices on the ProPlus Rate Plan.
    5. Pro Mode: Includes devices on the Pro Rate Plan.
    6. Regulatory Mode: Includes devices on the Regulatory Rate Plan.
    7. Base Mode: Includes devices on the Base Rate Plan.
    8. Suspend Mode: Includes devices that have been suspended.
    9. Terminate Mode: Includes devices that have been terminated.
14. Product Code Filter — View a list of devices by GO device version number (for example, GO8, GO9, etc.).
15. 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:

1. Device — Displays the device serial number.
2. Account — Displays the account that owns the device.
3. Owned Databases — Displays the database to which the device belongs.
4. Shared Databases — Displays that database receiving telematics data extended by the Owned Database (as part of Extendable Services).
5. Date Added to Database — Displays the date the device was added to the MyGeotab database.
6. 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:
7. 1. Green: The SIM card is active.
   2. Red: The SIM card is inactive due to termination or suspension.
   3. Yellow: The SIM card status is unknown.
   4. White: No SIM card is detected.
7. 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.
8. 1. IMEI numbers are used by carriers that support GSM, UMTS, and LTE wireless technology, and are 14-16 digits.
   2. Mobile Equipment Identifier (MEID) is used by carriers that support legacy CDMA wireless technology, and uses hexadecimal digits.
8. VIN — Displays the associated VIN number.
9. Assigned PO — Displays the Purchase Order (PO) number, assigned at the time of purchase or when registering third-party devices.
10. 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.
11. First Connect Date — Displays the date the device communicated for the first time.
12. Product Code — Displays the alphanumeric code used to identify the product.
13. Active Billing — Indicates the device billing status. Each status has a corresponding color code, as described below:
14. 1. White: Never activated and not yet billing.
    2. Green: Active and billing (for any Rate Plan).
    3. Orange: Services only (the primary telematics Rate Plan is terminated, but the secondary service plans are still active).
    4. Red: Billing terminated.
    5. Grey: Billing suspended.
14. Billing Start Date — Displays the date that the device was auto-activated, installed, or transferred from another Partner.

✱ NOTE: Device plan changes will not impact this date.

For devices shipped prior to August 26, 2023, Not Available will always be displayed.

15. Auto-Activated — Displays one of the following values:
16. 1. Yes — The device was automatically activated by Geotab.
    2. No — The device was activated by installation.
    3. Not Available — The device has been shipped, but has not been installed, or auto-activated.

    ✱ NOTE: For devices shipped prior to August 26, 2023, Not Available will always be displayed.

16. 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.

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

17. Rate Plan Code — Displays the Rate Plan promo code applied to the device.
18. Rate Plan Code Expiration Date — Displays the date the Rate Plan promo code expires.
19. Termination Date — Displays the date the device was terminated.
20. Warranty Status — Displays the status of the device warranty.
21. Reseller Customer ID — Displays the unique identifier or account number Partners use for their customers.
22. Contract Start Date — Displays the date the device contract starts.
23. Contract End Date — Displays the date the device ends. If the contract does not have an end date, the column remains blank.
24. Comments — Displays comments or additional information about the device. Comments can be added or edited via the Edit Device button.
25. Current Firmware Version* — Displays the firmware version currently on the device.
26. Pending Firmware Version* — Displays whether there is a pending request to update the firmware on the device.
27. Firmware Channel* — Displays the firmware channel to which the device is subscribed.
28. Disabled Services* — Displays the parameters that are disabled for the device.
29. Connected Peripheral* — Displays additional billable services (harnesses or IOX devices) used in combination with the GO device.
30. Last Connect Date* — Displays the date the device last communicated.
31. 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.

6. In the Promo Code field, enter a valid promo code to receive special pricing.
7. In the PO Number field (optional), enter a purchase order number to assign to third-party devices.
8. 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:

1. Base — The Base Rate Plan offers GPS location, VIN, Driver ID, and basic IOX support.
2. 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.
3. Pro — The Pro Rate Plan offers the functionality of the Regulatory Rate Plan, with the added support for engine and accelerometer data.
4. 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

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

Post-Activation Modes

1. 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).
2. 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:
4. 1. Do not change Rate Plan code,
   2. Set Rate Plan code below, or
   3. 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.

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:

1. 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.
2. 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.
3. 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:

1. Account — View the activation history for devices under the specified account.
2. Period — View the activation history for devices activated within the selected time period.
3. Plan Filter — View the activation history for devices under the specified Rate Plan.
4. Advanced Options — Used to further narrow the search results:
5. 1. Customer Filter — Displays the activation history for devices assigned to the specified Customer.
   2. Serial # Filter — Displays the activation history for devices with the specified serial number.
   3. 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:

1. Device — Displays the device serial number.
2. IMEI — Displays the device IMEI number.
3. SIM — Displays the device SIM number.
4. Account — Displays the account to which the database is assigned.
5. Active Database — Displays the database to which the device belongs.
6. Requested Plan Mode — Displays the Rate Plan the user wants to apply to the device.
7. Request Type — Displays the reason and action completed by the user when changing plans.
8. Requested on — Displays the date that the user requested the Rate Plan change.
9. Processed on — Displays the date that the Rate Plan has officially changed.
10. Active Features — Displays device feature categories (for example, Live, Wi-Fi).
11. Status — Indicates whether the Rate Plan change process is complete, using the following statuses: Complete, Pending.
12. Comments — Displays comments entered by the user when the Rate Plan change request is made.
13. Termination Reason — Displays the reason for device termination.
14. Termination Comments — Displays comments entered by the user when terminating a device.
15. Product Code — Displays the product code of the device.
16. 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 (including non-GO devices), 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:

1. Title — Displays the name of the event.
2. Details — Displays additional information about the event.
3. Status — Displays the type of event that occurs to the device (ActivationEvent or SingleEvent).
4. Owner — Displays the account that owns the device, and is only populated if a device change impacts the Account ownership.
5. Activity Date — Displays the date the event occurred.
6. End Date — Displays the date that the event finished processing (for example, plan changes can take more than one day to process).
7. 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:

1. Device Serial Number — Displays the serial number of the device.
2. Last Valid GPS Record — Displays when the last valid GPS record occurred.
3. Last Engine Record — Displays when the last engine record occurred.
4. Last Device Comms — Displays when the device last communicated.
5. Detected Protocol — Displays the serial communication method the vehicle uses to send data to the device, if available.
6. Detected Harness — Displays the harness connected to the device.
7. More Info — Provides various device information (for example, no recent engine or auxiliary data).
8. Under Warranty — Displays the type of warranty, if any.
9. Device Database — Displays the database to which the device belongs.
10. 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:

1. Date — Displays the date the installation occurred.
2. Last Valid GPS — Displays the date of the last valid GPS record.
3. Last Engine Record — Displays the date of the last engine record.
4. Last Device Comms — Displays the date of when the device last communicated.
5. SIM Active — Indicates whether the SIM is active.
6. Detected Protocol — Displays the serial communication method the vehicle uses to send data to the device, if available.
7. Detected Harness — Displays the harness connected to the device.
8. Possible Issues — Displays any issues the device may be experiencing.
9. Result Comments — Displays comments regarding the device.
10. Installer — Displays the name of the person who installed the device.
11. Company — Displays the Installer’s company name.
12. Asset — Displays the device asset number.
13. Odometer — Displays the current odometer value.
14. 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 device data between multiple databases. To view information for a specific device, use the following filter options to narrow the results, then click the Lookup button:

1. ERP Account — View devices under the specified account.
2. Serial Number — View information for the specified GO device only.
3. Database — View devices that belong to the specified database.
4. Status — View devices based on the selected statuses: All, Pending, Active, Rejected, Terminated, Error, and Cancelled.

For additional filters, click the Filters icon:

5. Stream Plan — View devices that use the specified stream plan.
6. Service ID — View devices with the specified Service ID.

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

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

✱ 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:

1. Account — View tickets under a specific account number.
2. Search — View tickets with a specific ticket number and/or text contained in the ticket.
3. Filters — View tickets based on the following filter options:
4. 1. Open — Tickets that are new, currently open, pending, or on hold.
   2. Resolved — Tickets that have been solved or closed.
   3. My tickets — Tickets that are new, currently open, pending, or on hold.
   4. My company’s tickets — All tickets under the specified account (with any status and for all users).
   5. My customer’s tickets — Tickets that belong to a Customer.
   6. 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.
4. Start Date — View tickets created on and after this date.
5. End Date — View tickets created before this date.

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).

For more information about Support at Geotab, refer to Comprehensive Guide to Support at Geotab.



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.

To update the ticket impact, select Add comment on a submitted ticket, then select a different ticket impact. The Submit button will be enabled, allowing you to update the ticket impact only.



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

Select Download to 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:

1. Compliance products
2. GO device, harness, IOX
3. MyAdmin
4. Other
5. Software Development Kit (SDK)
6. Compliance (Geotab Drive/HOS/DVIR/Tachograph)
7. Legacy solutions
8. MyGeotab
9. Public Works
10. 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:

1. Category — View alerts under the selected category.
2. 1. All categories
   2. Firmware
   3. General Notice
   4. Hardware
   5. Software
2. Posted date — View alerts posted on or after the specified date.
1. Resolved date — View alerts resolved on or after the specified date.


The page updates to display the list of alert(s) within a table with the following columns:

1. Title — Displays the title of the alert.
2. Category — Displays the category (Firmware, General Notice, Hardware, or Software) of the alert.
3. Status — Displays the status (Active or Resolved) of the alert.
4. High Priority — Displays a Yes value to indicate the alert is high priority, and a No value to indicate the alert is not high priority.
5. Posted date — Displays the date that the alert was posted.
6. Resolved date — Displays the date that the alert was resolved, and Not Available if the alert has not been resolved yet.

VIN Lookup

Vehicle/VIN Lookup

The Vehicle/VIN Lookup page provides information about vehicle support and eligibility for Geotab products and services, including driver seat belt detection, harnesses, OEM embedded services, and more.



Searching for a vehicle by Make, Model, and Year

To search for a vehicle by its make, model, and year, follow these steps:

1. Navigate to Support > VIN Lookup > Vehicle / VIN Lookup from the main menu.
2. Enter the Make, Model, and Year of the vehicle.
3. Select a Region from the dropdown.
4. Select Search.

The table populates a list of vehicles based on your search criteria. For more information about your search results, refer to Vehicle / VIN Lookup search results.

✱ NOTE: Select More Information on any vehicle to view additional information.

Searching for a vehicle by VIN

✱ NOTE: If you do not have the vehicle identification number (VIN) for the vehicle, refer to Looking up a vehicle by Make, Model, Year.

To search for a vehicle by its VIN, follow these steps:

1. Navigate to Support > VIN Lookup > Vehicle / VIN Lookup from the main menu.
2. Enter a VIN, then select a Region from the dropdown.

✱ NOTE: To search for multiple VINs, select Add multiple VINs. Enter at least two VINs in the Add multiple VINs popup window, then select Close.

3. Select Search.

✱ NOTE: If the OEM Embedded Eligibility banner is displayed, refer to Request OEM eligibility check for more information.

The table populates a list of vehicles based on your search criteria. For more information about your search results, refer to Vehicle / VIN Lookup search results.

✱ NOTE: Select More Information on any vehicle to view additional information.

Request OEM eligibility check

If one or more vehicles in your search requires a manual check for OEM embedded services eligibility, the OEM Embedded Eligibility banner is displayed.

Select Request OEM eligibility check to request a manual check. A support ticket is created on your behalf and can be viewed via Support > Helpdesk. You will also receive an email from Geotab to confirm that we have received your request.



VIN / Vehicle Lookup search results

Following a vehicle lookup, the Vehicle / VIN Lookup page refreshes to display the results in the table. The table displays the following information:

1. Make — Displays the make of the vehicle.
2. Model — Displays the model of the vehicle.
3. Year — Displays the year the vehicle was released.
4. Trim level — Displays the trim level of the model (for example, EX, LX, etc.)
5. OEM Embedded Eligibility — Indicates whether the vehicle is supported by OEM embedded services. This column will display one of the following:
6. 1. Eligible — Your vehicle is eligible.
   2. Not eligible — Your vehicle is not eligible.
   3. Brand not identified — The VIN could not be decoded.
   4. Brand not supported yet — We do not yet support the vehicle’s brand.
   5. Requires a manual check — Geotab needs to manually check the vehicle’s VIN and/or make and model. For more information, refer to Request OEM eligibility check.
6. GO Device Eligibility Top Requested Features — Indicates whether the vehicle supports the following features: driver seat belt, odometer, engine speed, fuel level, and trip fuel used.
7. Standard harness — Displays harnesses that are compatible with the Make/Model/Year of the vehicle.
8. T-Harness — Displays the T-harness that is required to use the GO device in the vehicle.
9. Notes — Displays any additional notes about the vehicle.
10. More information — Displays additional information about the vehicle, including gear position, cranking voltage, trip idle fuel used, and more. It also displays a percentage that indicates how much support we have for that particular Engine Data.
11. VINs — Displays the vehicle identification number (VIN) associated with the vehicle.

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

The Export button is only enabled when looking up multiple vehicles and VINs, and will allow you to download a CSV file of the results. The downloaded CSV file replicates the information displayed in the Vehicle / VIN Lookup table.

! 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.

Support Contact Info

The Geotab Support Contact Info page provides contact information for the Partner Support teams 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.



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 Search button:

1. Category — View events based on the selected type: All Categories, Geotab Product Training, or Geotab Technical Training.
2. Past Events — Toggle on to display a list of events from the past 12 months. Toggle off to return to the default list of current and upcoming events.


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 impending 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 is enrolled in a Rate Plan with + Support.

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.

3. Click Next.
4. 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.

5. 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.

6. 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.
7. Click Next to continue, or Cancel to abort the request and return to the RMA Requests page.
8. 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 select Search:

1. Account — View RMAs under the specified account.
2. 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.

3. Case Number — View RMAs with the specified Helpdesk ticket ID number.
4. Serial Number — View RMAs based on the device serial number.
5. Reseller Reference — View RMAs that match the Reseller Reference (entered when submitting an RMA request).
6. Options — View RMAs with the selected statuses:
7. 1. 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.
   2. Processing — Geotab has received the product(s). This status only applies to Investigate, Repair, Sales and Warranty Returns of third-party devices.
   3. 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.
   4. Pending return — Geotab has fully processed the product(s). This status only applies to IOX-KEYLESS Repair and Investigate RMAs.
   5. Pending replacement order — RMA is approved. This status only applies to Warranty Returns (including third-party device returns), and Geotab-initiated RMAs.
   6. Replacement order complete — Partner has ordered replacement products. This status only applies to Warranty Returns (including third-party device returns), and Geotab-initiated RMAs.
   7. 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.
   8. Cancelled device(s) — Item has been removed from an RMA.
   9. 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:

1. RMA # — Displays the assigned RMA number.
2. Account — Displays the account associated with the RMA.
3. Requester — Displays the email address of a user that requested the RMA.
4. Case # — Displays the Helpdesk ticket ID number.
5. Reseller Reference — Displays the Partner-provided reference information entered on the RMA request.
6. RMA Type — Displays the type of RMA request (Partner-initiated RMAs (Investigate, Repair, Sales, Warranty) or Geotab-initiated RMAs (Proactive, Sunset)).
7. Issue Date — Displays the date the RMA request was approved.
8. Items in RMA — Displays the quantity of items included in the RMA.
9. 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. Select Download to export 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:

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

RMA Information

The RMA Information tab provides the following information:

25. Account — Displays the account number.
26. RMA Number — Displays the associated RMA number.
27. Case Number — Displays the Helpdesk ticket ID number.
28. Requester — Displays the email address of the person that submitted the RMA request.
29. RMA Type — Displays the type of RMA (Proactive, Sunset, Investigate, Repair, Sales).
30. Reseller Reference — Displays the Partner-provided reference information entered on the RMA request.
31. Issue Date — Displays the date the RMA was issued.
32. Current Status — Displayed the current status of the RMA.
33. 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:
5. 1. Product — Displays the product code.
   2. Database — Displays the database name.
   3. Order status — Displays the status of the replacement order.
   4. Free replacement — Indicates whether the product is eligible for free replacement.
   5. Quantity — Displays the quantity of items to order for each product.
   6. Allowed quantity — Displays the maximum quantity of products that you can order.
   7. 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).
   8. 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.

5. 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.

6. Once complete, click one of the following buttons:
7. 1. Save as planning order — 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.
   2. Add product(s) & go to cart — Complete the process to create a replacement order, and proceed to checkout. The page redirects to the Cart page to complete the checkout process.

   ✱ 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.

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

   3. Add installation service — Include installation services. The button is only enabled when the replacement order includes GO devices that require replacement. In the popup window, select an installation service from the dropdown menu, and click Add.

! IMPORTANT: When creating a replacement order with Installation Services, place a separate replacement order for each installation location, and provide the required information: Installation Contact, Installation Address, and Vehicle Information (Vehicle Name, VIN, Make, Model, Year).

✱ 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

See Geotab Returns Centers for a complete list.

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

1. Account — Displays the account number associated with the RMA.
2. Logged By — Displays the email address of the user that submitted the RMA request.
3. RMA Type — Displays the type of RMA request (Repair, Warranty, Investigate, Sales).
4. Case Number — Displays the Helpdesk ticket ID number.
5. Request Date — Displays the date the RMA was submitted.
6. Reseller Reference — Displays the Partner-provided reference information (entered during the RMA request submission).
7. Status — Displays the status of the RMA request (for example, pending or approved).
8. Comments — Displays any comments or additional information provided by the requester.
9. 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, Geotab notifies the requester by email.

RMA Management (Beta)

! IMPORTANT: You must have the required roles to use the RMA Management (Beta) page. To learn more, refer to the Roles for user access section.

The RMA Management page functions as a single point of access for all RMA-related tasks, including managing RMA requests, and viewing active RMAs.

✱ NOTE: 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.

To refine the list of RMAs, use the following filter options to narrow the results, then select Search:

1. Account — View RMAs under a specific Account number.
2. Search by RMA number, Case number, or Reseller reference — Search for RMAs with the RMA number (8+ characters), Case number (typically 6 digits), or Reseller reference number.
3. Date Range — Select a start date, and end date. The selected date range will filter based on the requested RMA date, and approval date of RMAs.

✱ NOTE: Select Clear to clear the previously selected filter options.

RMA overview

Once you select Search with the required filters, the page refreshes to display a table with the following information. Use Customize view to select which columns are displayed in the table. The customized table becomes the default for the RMA Management page until you use Customize view again to reconfigure the columns.

1. Account — Displays the Account number associated with the RMA.
2. RMA # — Displays the RMA number.
3. Database — Displays the database name associated with the RMA.
4. Current status — Displays the current status of the RMA.
5. 1. RMA request (pending approval) — RMA request has been submitted, and is awaiting approval from Geotab.
   2. Pending receipt — RMA is approved, and Geotab is expecting the return of product(s). This status only applies to Investigate, Repair, Sales, and Warranty Return RMAs for third-party devices.
   3. Processing — Geotab has received the product(s). This status only applied to Investigate, Repair, Sales and Warranty Return RMAs for third-party devices.
   4. 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 Return RMAs for third-party devices.
   5. Pending return — Geotab has fully processed the product(s). This status only applies to IOX-KEYLESS Repair, and Investigate RMAs.
   6. Pending replacement order — RMA is approved. This status only applies to Warranty, Proactive, or Technology Replacement Returns.
   7. Pending transfer — Geotab has received the RMA, and the RMA is pending transfer between warehouses.

   ✱ NOTE: There is no credit for item(s) in these RMAs.

   8. Replacement order complete — Partner has ordered replacement products. This status only applies to Warranty Return (including third-party device returns), Proactive, or Technology Replacement Returns.
   9. Completed — Geotab receives, processes, and credits (if applicable) the RMA. This status only applies to Investigate, Repair, Sales, and Warranty Return RMAs for third-party devices.
   10. Canceled device(s) — Item has been removed from an RMA.
   11. Expired — Geotab has not received devices within 90 days of approving the RMA. This status only applies to Investigate, Repair, Sales, and Warranty Return RMAs for third-party devices.
5. RMA type — Displays the type of RMA.
6. 1. Repair (Partner-initiated) — A non-standard return that must be pre-approved by the Geotab Returns team.
   2. Warranty Return (Partner-initiated) — 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.
   3. Investigate (Partner-initiated) — 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.
   4. Sales Return (Partner-initiated) — 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.
   5. Sunset (Geotab-initiated) — An RMA for devices impacted by an impending wireless network sunset.
   6. Proactive (Geotab-initiated) — An RMA for devices that Geotab detects have failed or are failing, and are not recoverable.
6. Requester — Displays Geotab or the email address of the requester.
7. Approver — Displays the email address of the approver at Geotab.
8. Case number — Displays the case number associated with the RMA.
9. Reseller reference — Displays the Reseller reference number associated with the RMA.
10. Request date — Displays the date when the RMA was requested.
11. Approval date — Displays the date when the RMA was approved, if applicable.
12. Items in RMA — Displays the quantity of items in the RMA.

Additional RMA information

To view additional information about a specific RMA, double-click or tap on the RMA # from the list. The page refreshes to display detailed information about the selected RMA.

You can perform the following actions on this page:

1. Previous RMA — Navigate to the previous RMA on the list, if applicable.
2. Next RMA — Navigate to the next RMA on the list, and view additional details.
3. Create replacement order — If the RMA status is pending replacement order, select Create a replacement order for the selected RMA request. For more information about creating a replacement order, refer to Replacement orders.

✱ NOTE: If the RMA status is not pending replacement order, you will not be able to create a replacement order.

RMA Information

The RMA Information section provides a general overview of the RMA. For more information, refer to RMA overview.

Included Devices

The Included Devices section provides detailed information about each device included in the RMA.

Use the following filters to refine the list of included devices:

1. Serial number — Enter complete or partial serial number(s) to refine the table of included devices.
2. Database — Enter complete or partial database name(s) to refine the table of included devices.
3. Product — Enter complete or partial product code(s) to refine the table of included devices.

✱ NOTE: Select Clear to clear the previously selected filter options.

The table displays the following information:

1. Product — Displays the Product Code and Serial Number, if applicable.
2. Database name* — Displays the assigned database name for the device.
3. Item status — Displays the status for the individual item.
4. Quantity — Displays the quantity for the corresponding item.
5. Original PO number* — Displays the purchase order number for the item, when it was originally ordered.
6. PO number* — Displays the purchase order number for the replacement item.
7. Original shipping address* — Displays the Customer’s address for the associated assigned item.
8. Passed inspection* — Displays Yes or No to indicate whether the item has passed a physical inspection.
9. Analysis results* — Displays notes about item faults recorded at the time of processing.
10. RMA reason — Displays the reason for the return, provided by the user when they first submit an RMA request.
11. Warranty status — Displays the status of the device warranty.

✱ NOTE: Columns marked with an asterisk (*) are only visible for active RMAs that have been approved by Geotab.

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

On the Marketplace Solutions page, your default Account number is automatically detected and all the solutions available on Marketplace for that specific Account are displayed. To see solutions under another Account number, remove the default Account number and enter your desired Account number.

You can also use the following filters as needed:

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

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

1. Solution — Displays the name of the solution.
2. Product Code — Displays the alphameric code used to identify the product.
3. Partner Name — Displays the name of the solution provider.
4. Description — Displays a description of the solution functionality.
5. Billing Type — Indicates the type of billing (for example, one-time, monthly recurring, or one-time & monthly recurring payment).
6. One-time Cost for Partners — Displays the price the Partner is billed for hardware solutions (a single payment to receive and use the hardware solution).
7. Monthly Cost for Partners — Displays the price the Partner is billed for software solutions (a monthly payment to use the software solution).
8. One-Time Price — Displays the Customer’s price for the hardware solution (a single payment to receive and use the hardware solution). This price is visible for your Customers on the Geotab Marketplace, and can be customized.
9. Monthly Price — Displays the Customer’s price for the software solution (a monthly payment to use the software solution). This price is visible for your Customers on the Geotab Marketplace, and can be customized.
10. Currency Code — Displays the currency of the price.
11. Trial Days — Displays the number of days the Partner is testing the solution.
12. Order Now Support — Indicates whether the solution is eligible for the Order Now program.
13. Order Now Enabled — Indicates whether Order Now functionality is enabled for the solution.
14. Solution Enabled — Indicates whether the solution is visible in the MyGeotab Marketplace.

✱ NOTE: On the Marketplace Solutions page, the One-time Cost for Partners and Monthly Cost for Partners columns display 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:

1. Account — Displays the name of the primary account or secondary account.
2. Database — Displays the name of the database.
3. Active — Indicates whether the database is active or inactive.
4. Pricing type — Displays whether the product pricing is the original default hardware price, parent account default price, secondary account default price, or customized price.
5. 1. Custom pricing: Indicates that the user customized product pricing for specific databases.
   2. 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.
   3. 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.
   4. 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.

5. Last Updated — Displays when the pricing was last modified.
6. One-Time Price — Displays the price of the hardware solution (for specific solutions).
7. Monthly Price — Displays the price of the software solution (for specific solutions).
8. Currency Code — Displays the currency of the price.
9. 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.

Search for 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 select Search:

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

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

1. User Name — Displays the email address of the user.
2. First Name — Displays the first name of the user.
3. Last Name — Displays the last name of the user.
4. Phone Number — Displays the user’s phone number.
5. Accounts — Displays the accounts to which the user belongs.
6. Type — Displays the account type (Reseller, Installer, Partner, Customer).
7. 1. 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.
   2. Partner: A user type that develops solutions, and collaborates with Geotab to deliver the solutions to Geotab Customers.
   3. Installer: A user type that is certified to install Geotab products (GO devices and harnesses) for Geotab Customers.
   4. Customer: A user type that purchases goods or services from Geotab with the intention of using the goods or services.
7. Status — Indicates the activity status of the account, indicated by the symbols below:

8. 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.

2. Select Next to go to the Accounts tab.
3. Under the Accounts tab, assign the user to an Account and/or Account Group (optional).
4. Select Next to go to the Roles tab.
5. 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.

6. Select Next to go to the Summary tab.
7. Under the Summary tab, review the user information and, if adjustments are required, click the edit icon in the appropriate step.
8. 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.

! IMPORTANT: The Force change password toggle is available for Government accounts only.

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.

6. Click the Submit button to finish making edits; otherwise, continue to the View Logs tab.
7. 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.
8. If further editing is required, select the appropriate tabs to edit.
9. 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:

1. Audit date — Displays the date and time the audit log entry was recorded.
2. Audit user — Displays the email address of the user.
3. Category — Displays the audit category.
4. 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 select Search. The page refreshes to display a table with the following information:

1. Name — Displays the name of the Customer.
2. Company — Displays the company name of the Customer.
3. Contact Email — Displays the email address of the Customer.
4. Telephone — Displays the phone number of the Customer.
5. Address — Displays the company address of the Customer.
6. Active — Displays the active status of the Customer.
7. 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.

2. Click the Next button to go to the Address tab.
3. Under the Address tab, enter the required information.
4. Once complete, click the Validate button to validate the address. Once the address has been validated, the Next button is enabled.

✱ NOTE: Address validation is currently available in select countries. Additional countries will be added to this feature in phases. Refer to Countries with address validation for a list of countries where address validation is available.

5. Click the Next button to go to the Summary tab.
6. Under the Summary tab, review the contact information and, if adjustments are required, click the edit icon for the step.
7. Click the Submit button. The Customer Administration page displays a message and confirms the user has been created successfully.

Countries with address validation

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. Name — Displays the name of the report.
2. Status — Indicates whether the report is active or expired. Use the Status Filter to view reports with a specific status.
3. Requested Date — Displays the date the report was exported.
4. Expiry Date — Displays the date the report expires (for example, 30 days from the Requested Date).
5. 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:

1. Refresh — Displays the latest status of the export.
2. Download — Exports and saves the report to your computer.
3. Re-Run — Re-exports active or inactive reports.

1. Show Inactive Reports — Toggles the view of inactive reports.
2. Cancel — Stops processing the report, if the report is in the Pending status.

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:

1. Reseller Name — Displays the name of the Partner or company.
2. Account — Displays the account number.
3. Contact Email — Displays the Partner’s company email address.
4. Telephone — Displays the phone number used to contact the Partner.
5. Street 1 — Displays the unit or apartment number, as well as the street name of where the company is located.
6. City — Displays the city where the company is located.
7. State/Province — Displays the State, Province, Region where the company is located.
8. Country — Displays the country where the company is located.
9. Zip Code/Postal Code — Displays the alphanumeric code used for mailing purposes.
10. 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.

11. Language — Displays the preferred language of communication for the Partner.
12. 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.
13. Support URL — 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 a Rate Plan with “+ Support” in the name, the Support > Contact page in MyGeotab displays the contact information for Geotab Support.

Add Contact Info

To add Partner contact information, select New. The page reloads to display a form. Enter the requested information, then select Submit.

Edit Contact Info

To edit Partner contact information, select a Partner, then select Edit Contact Info. In the Edit Support Contact Info popup window, edit the contact information as needed, then select OK.

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:

1. Customer — Displays the name of the Customer or company.
2. Activity Score — Displays the frequency of activity as a percentage.
3. 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 Services offered within ProPlus subscriptions are no longer available by default. Partners with Customers currently enrolled in Support Services must enter into a Premium Support Statement of Work with Geotab for a more clear alignment on services that the Partner may want to outsource to Geotab. Partners that outsource Support to Geotab must understand alternative outsourcing to certified Geotab partner options that may provide value to Partners including certification status. Partners should be familiar with the updated (revised November 2022) Comprehensive Guide to Support at Geotab, as many services are now available to all Customers, including In-App Help learning videos and Live Chat.

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

1. Account — Displays the account number.
2. Name — Displays the name of the Customer.
3. Active — Indicates the enrollment status of the Customer.

Shipping

The Shipping menu item opens a submenu that allows you to navigate to the Partner Fulfillment page.

Partner Fulfillment

! IMPORTANT: You must have the Shipping-Partner role to use the Partner Fulfillment page. To learn more, refer to the Roles for user access section.

The Partner Fulfillment page functions as a single point of access for third-party partners that use MyAdmin to order products and fulfill orders.

To refine the list of orders, use the following filter options:

1. Shipping Reference Number — View orders based on the shipping reference number.
2. PO Number — View orders based on the purchase order number.
3. From Date — View orders made on or after the specified date.
4. To Date — View orders made on or before the specified date.
5. Status — View orders based on the status
6. 1. Pending Fulfillment — View orders that have been processed, but have not been fulfilled yet.
   2. Fulfilled — View orders that have been fulfilled

✱ NOTE: Select Reset filters to clear your filters.

The Partner Fulfillment table is automatically updated to display results based on your filters:

1. Shipping Reference Number — Displays the shipping reference number.
2. PO Number — Displays the purchase order number.
3. Order Type — Displays the order type (Marketplace Order Now).
4. Status — Displays the status of the order.
5. 1. Pending Fulfillment — Orders that have been processed, but have not been fulfilled yet.
   2. Fulfilled — Orders that have been fulfilled
5. Customer — Displays the Customer’s name and email.
6. Reseller — Displays the Reseller’s company name and email.
7. Order Date — Displays the date of the order.

Select Download to export information in the table to a CSV file.

Additional order information

To view additional information about a specific order, double-click or double-tap on 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 is organized into the following sections: Order Details and Shipping.

The Order Details section provides the following information:

1. Customer Name — Displays the Customer’s name.
2. Customer Contact Information — Displays the Customer’s email address.
3. Packing Slip (click to download) — Displays a link to download the packing slip.
4. Reseller Name — Displays the Reseller’s name.
5. Reseller Contact Information — Displays the Reseller’s email address.
6. PO Number — Displays the purchase order number.
7. Customer Comments — Displays comments from the Customer.

The Shipping section provides the following information:

1. Shipping Address — Displays the shipping address for the order delivery.
2. Shipping carrier — Displays the shipping carrier, if applicable.

✱ NOTE: If the order status is Pending Fulfillment, you can change or update this field by choosing an option from the dropdown.

3. Tracking number — Displays the tracking number for the order. You can enter the tracking number.

✱ NOTE: If the order status is Pending Fulfillment, you can change or enter a tracking number in the Tracking number field.

4. Shipping comments (optional) — Displays shipping comments, if applicable.

The Order Details tab also displays a table to provide additional information:

1. Product — Displays the alphanumeric code used to identify the product.
2. Quantity — Displays the number of items for each product in the order.
3. Item Status — Displays one of the following statuses:
4. 1. Pending Fulfillment — The item has been processed, but has not been fulfilled yet.
   2. Fulfilled — The item has been fulfilled.
4. Attributes — Displays the product attributes, such as the selected Keybox option for the IOX-KEYBOX.
5. Serial Number — Displays the serial number for the product.
6. SIM Number — Displays the SIM number associated with the device.
7. IMEI — Displays the unique identifier associated with the device.
8. Actions — Select the pencil icon to edit the table.

Faulty Device Information

The Fault Device Information tab is only displayed if the order is a replacement order (RMA).

The Faulty Device Information tab displays a table to provide additional information:

1. Serial Number — Displays the serial number for the faulty device.
2. Product Code — Displays the alphanumeric code used to identify the fault device.
3. SIM Number — Displays the SIM number associated with the faulty device.
4. IMEI — Displays the unique identifier associated with the faulty device.

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:

1. Product Code — Displays the alphameric code used to identify the product.
2. Description — Displays additional information about the product.
3. Category — Displays the category to which the product belongs:
4. 1. IOX
   2. Beta Products
   3. Services
   4. Installation
   5. Geotab Marketing Material
   6. Suppliers
   7. Prototype
   8. Harnesses/Adapters
   9. Hardware Accessories
   10. GO Key/Driver Tags
   11. Custom Services
   12. GO Vehicle Kits/GO Devices
4. Reseller Cost — Displays the cost the Partner pays for the product.
5. 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:

1. Account — View monthly billing information for the specified account.
2. Billing Period — View monthly billing information for the selected month.
3. Advanced Options:
4. 1. 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
   2. Customer Filter — View monthly billing information for a specified Customer.

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

1. Cost Region — Displays the regional pricing policy used to calculate the cost.
2. Plan Name — Displays the name of the billing plan and the calculation to convert the currency.
3. Device Plan — Displays the Rate Plan of the device.
4. Total Billed Items — Displays total items to be billed.
5. 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:

1. Billing Info — Displays the name of the billing plan.
2. Device — Displays the device serial number.
3. Account — Displays the account number associated with the device.
4. Database — Displays the database name that owns the device.
5. SIM Card — Displays the SIM card number associated with the device.
6. 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.
7. VIN — Displays the Vehicle Identification Number (VIN) of the vehicle that the device is installed in.
8. Assigned PO — Displays the Purchase Order (PO) number, assigned at the time of purchase.
9. Customer — Displays the name of the Customer to whom the device is assigned.
10. Active Since — Displays the date the device was activated.
11. Bill Days — Displays the (prorated) number of days billed for the device.
12. Cost — Displays how much the Customer pays.
13. Promo Code — Displays the promo code applied to the device.
14. Promo Code Expiration Date — Displays the date the promo code expires.
15. Cost Region — Displays the regional pricing applied to the billing plan.
16. 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:

1. Invoice (Number) — Displays the unique alphanumeric code assigned to the invoice.
2. Invoice Date — Displays the date the invoice was created.
3. Due Date — Displays the date the payment is due based on payment terms.
4. Geotab Account — Displays the Partner account that is being billed.
5. Payment Terms — Displays the Partner payment terms based on the Partner agreement.
6. Billing Period — Displays the month and year for which the Partner is billed.
7. Billing Currency — Displays the currency based on the Partner agreement.
8. Description — Displays the region and Rate Plan.
9. 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.
10. Price — Displays the price for the Rate Plan, based on the currency.
11. Total — Displays the total based on the number of devices in the row.
12. Subtotal — Displays the total of the whole invoice without taxes.
13. Tax — Displays applicable taxes.
14. Total — Displays the total cost of the invoice, including tax, based on the currency.
15. 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:

1. Billing Info — Displays the name of the billing plan.
2. Database — Displays the database name that owns the device.
3. Account — Displays the account number associated with the device.
4. Active Since — Displays the date the device was activated.
5. Bill Days — Displays the number of days billed.
6. Cost — Displays the total cost.
7. 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, and Region filters to view specific Rate Plan information, then click the Search button.

You can also use column filters on the table to search for partial keywords. For example, if you filter and search for “Pro” under Device Plan, any results that include that keyword will display (such as Pro and ProPlus plans).

The table includes the following information:

1. Rate Plan — Displays the name of the billing plan.
2. Monthly Fee — Displays the monthly fee for the associated Rate Plan.
3. Device Plan — Displays the level of functionality for the device (for example Base, Pro).
4. Rate Plan Family — Displays the Rate Plan Family. A Rate Plan Family is a grouping of Rate Plans.
5. Extendable Services — Indicates whether the Rate Plan is an Extendable Services Rate Plan.

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.

Remove Device

The Remove device page allows you to submit reports for device removal services. 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

The Swap devices page allows you to submit reports for device swap services. For detailed information, follow the steps outlined in the MyInstall User Guide.

Service Device

The Service device page allows you to verify services performed on devices. A device can be serviced for multiple reasons, including but not limited to:

1. Device issues
2. Harness and/or wiring issues
3. IOX cable issues
4. Suspected tampering
5. Other

For detailed information, follow the steps outlined in the MyInstall User Guide.

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, Work order reference, and Purchase order number 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. Select Download 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:

1. Reseller Learning Resources — Access training and instructional resources in multiple languages.
2. Products & Solutions — Access information about Geotab products and solutions.
3. Marketplace Partners — View information about current Marketplace Partners and access Marketplace resources.
4. Competitive Intelligence — Access battle cards that provide information about the company's products, services, and/or pricing.
5. 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.

1. News & Alerts — View the latest Geotab news and access archived newsletters.

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