If you need help with your Cartrack device, app, billing, or emergency vehicle recovery, knowing which contact channel to use can save valuable time. Cartrack provides dedicated support for customer service, technical assistance, account management, and emergency incidents such as theft or hijacking.
This guide covers Cartrack car tracker contact details, WhatsApp support, emergency numbers, complaint escalation procedures, and answers to common questions South African customers often have. If you’re comparing providers, you may also find our guides to Tracker Connect Contact Details and Netstar Contact Details helpful.
Official Cartrack Contact Details
| Department | Contact Details |
|---|---|
| Customer Care | 011 250 3000 |
| Alternative Number | 010 141 3890 |
| Customer Support Email | [email protected] |
| Consumer Sales | 086 133 3736 |
| Commercial Sales | 010 141 0168 |
| Corporate Sales | 011 250 3132 |
| Corporate Sales Email | [email protected] |
| WhatsApp Support | 011 250 3000 |
| Emergency Control Room | 011 250 3000 |
| Alternative Emergency Number | 010 141 3890 |
| Registered Address | 13 Keyes Avenue, Rosebank, Johannesburg |
Customer Service Hours
- Monday to Friday: 8:00 AM – 6:00 PM
- Saturday: 8:00 AM – 1:00 PM
Emergency assistance is available 24 hours a day, seven days a week.
If you’re looking for support in Limpopo, you may also find our guide to Cartrack Polokwane Contact Details useful.
When Should You Contact Cartrack?
Cartrack customers contact support for a variety of reasons, including:
- Vehicle tracking problems
- Mobile app issues
- Subscription changes
- Debit order enquiries
- Device testing
- Installation certificates
- Vehicle ownership transfers
- Banking detail updates
- Vehicle servicing and maintenance mode
- Technical support
- Theft and hijacking emergencies
Cartrack is one of South Africa’s leading tracking companies. If you’re researching alternatives or comparing services, see our guide to Vehicle Tracking Companies in South Africa.
Which Contact Method Should You Use?
Knowing which support channel to use can save time and help resolve problems faster.
Use WhatsApp for Everyday Queries
WhatsApp support is ideal for:
- App-related questions
- Installation status updates
- Document requests
- General account enquiries
- Technical support
It provides a convenient option when immediate action isn’t required.
Call Customer Service for Technical or Account Problems
Calling the customer support centre is usually the best option for:
- Device faults
- Billing disputes
- Subscription upgrades
- Banking detail changes
- Debit order queries
- Login and app access problems
Speaking to an agent also gives you a reference number that can be used if you need to follow up later.
Use Emergency Numbers for Theft or Hijacking
Emergency numbers should only be used when urgent assistance is required.
Contact Cartrack immediately if:
- Your vehicle has been stolen.
- You have been hijacked.
- Someone is using your vehicle without permission.
- You suspect theft or tampering.
Prompt reporting allows Cartrack’s recovery teams to begin tracking procedures as quickly as possible.
When Is Email Better?
Email is useful when supporting documents need to be submitted.
Examples include:
- Cancellation requests
- Proof of payment submissions
- Banking detail changes
- Ownership transfers
- Complaints and escalations
- Installation certificate requests
Written communication also creates a record that can be referred to later if necessary.
Cartrack Emergency Numbers
Vehicle theft and hijacking situations require immediate action. Cartrack operates a 24-hour emergency control room that can begin the recovery process as soon as an incident is reported.
Emergency Numbers
- 011 250 3000
- 010 141 3890
These numbers should be saved in your phone before an emergency occurs.
When reporting an incident, try to have the following information available:
- Vehicle registration number
- Vehicle make and model
- Vehicle colour
- Last known location
- Description of the incident
Although Cartrack should be contacted immediately, incidents should also be reported to SAPS and your insurance provider.
Cartrack’s recovery services are designed to respond quickly, and early reporting can significantly improve the chances of recovering a stolen vehicle.
Cartrack Customer Support Services
Cartrack provides support for both individual vehicle owners and fleet customers. Whether you need help with your device, account, or documentation, the support team can assist with a variety of requests.
Technical Support
If your tracker stops reporting accurately or the mobile app displays incorrect information, the support team can investigate the issue. In many cases, problems can be resolved remotely without requiring a technician visit.
Support agents may help with:
- App login issues
- Location inaccuracies
- Device communication problems
- Subscription-related questions
- Fault diagnostics
Installation Certificates
Insurance companies sometimes require proof that a tracking device has been installed. If you need another copy of your installation certificate, contact customer support by phone or email.
After verifying your account details, the document can be reissued.
Subscription Changes
Cartrack customers may wish to:
- Upgrade their package
- Add additional services
- Downgrade their subscription
- Add another vehicle
Certain package changes may involve additional charges, so it is always advisable to confirm costs with customer support beforehand.
Banking Detail Changes
For security reasons, banking detail updates normally require account verification. This process helps prevent fraud and unauthorized changes.
Practical Situations Customers Commonly Face
Many support requests involve common day-to-day situations. Understanding how these processes work can help save time and avoid unnecessary delays.
Billing Problems
Unexpected debit orders and account queries are among the most common reasons for contacting customer service.
Before calling, it helps to have the following information ready:
- Full name
- ID number
- Vehicle registration number
- Proof of payment
- Bank statement if necessary
- Previous reference numbers
Having these details available allows support agents to investigate billing issues more efficiently.
Change of Ownership
Selling your vehicle does not necessarily mean removing the tracking device.
If the new owner wishes to keep the service, both parties may need to complete a Change of Ownership Form.
If you intend transferring the device to another vehicle, Cartrack provides a de-installation and re-installation process. Depending on the age of the contract, fees may apply.
Documents commonly required include:
- Identity documents
- Vehicle registration papers
- Proof of address
- Completed transfer forms
This process helps ensure ownership records are updated correctly and prevents future disputes.¹
If you’re considering alternative providers, see our guide to Vehicle Tracking Companies in South Africa.
Device Testing
Occasional device testing helps ensure that your tracking unit remains fully operational.
You can perform a simple check by opening the Cartrack app and confirming that your vehicle’s location is accurate.
If the information appears incorrect, the Control Room can perform a more detailed diagnostic test.
During the process, technicians may:
- Verify communication with the device.
- Confirm location accuracy.
- Identify power or signal problems.
- Recommend repairs if faults are detected.
Regular testing provides peace of mind and ensures the unit will function properly if an emergency occurs.¹
Customers comparing support processes across providers may also find our guide to Tracker Connect Contact Detailsuseful.
Vehicle Servicing and Maintenance Mode
Before taking your vehicle for repairs or servicing, it is recommended that you notify Cartrack and request maintenance mode.
Maintenance mode temporarily prevents unnecessary alerts while mechanics are working on the vehicle.
Once the repairs have been completed, contact the Control Room again so the unit can be reactivated and tested. This process helps ensure the device is functioning correctly after the service has been completed.¹
Taking this simple precaution can help avoid false alarms and allows technicians to identify any faults before you resume normal driving.
Similar procedures are followed by other providers. See our guides to Netstar Contact Details and Tracker Connect Contact Details for additional support information.
How to Escalate a Complaint
Most issues can be resolved through customer service. However, if your matter remains unresolved, keeping accurate records can make the escalation process easier.
Step 1: Contact Customer Service
Call:
011 250 3000
Or email:
Step 2: Keep Reference Numbers
Always record:
- Reference numbers
- Dates and times
- Names of agents
- Copies of email correspondence
These records can help support teams investigate matters more effectively.
Step 3: Escalate the Matter
When escalating an issue, provide previous reference numbers and supporting documents. This helps avoid delays and allows the matter to be reviewed more efficiently.
Information to Prepare Before Contacting Cartrack
Preparing a few important details beforehand can save time and speed up the support process.
Have the following available:
- Full name
- ID number
- Contact number
- Vehicle registration number
- Account information
- Description of the problem
- Previous reference numbers
- Current location if reporting an emergency
Providing accurate information enables support agents to assist more efficiently.