Welcome to Our Support Portal

Your one-stop destination for assistance and guidance. Choose from a wide range of resources, including troubleshooting articles, step-by-step guides, and FAQs to help you resolve issues and get the most out of our products. We're here to ensure your experience is smooth and successful.

Welcome to Our Support Portal

Your one-stop destination for assistance and guidance. Choose from a wide range of resources, including troubleshooting articles, step-by-step guides, and FAQs to help you resolve issues and get the most out of our products. We're here to ensure your experience is smooth and successful.

Choose your role

Explore comprehensive guides designed to help you navigate our products with ease. Choose from a wide category of topics to find step-by-step instructions, troubleshooting tips, and best practices for using our services efficiently.

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New Cable Orders

Required Information

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Quick Contact Options

How to Change Fleet Speed Units (MPH to KPH)

Accessing Vehicle Settings

Overview

Follow these steps to reset a driver's password in the Matrack Driver App through the Admin portal.

Before You Start

You'll need:

• Admin portal login credentials

• The name of the driver whose password needs to be reset

Steps to Reset Password

1. Log Into Admin Portal and Navigate to Drivers Section

1. Open the Admin portal

2. Log in with your credentials

3. Click "Manage". Select "Drivers"

2. Find and Edit Driver

1. Locate the driver in the list

2. Click the "Edit" button next to their name

3. Change Password

1. Enter the new password

2. Confirm the password by entering it again

3. Click the "Next" button twice till you see the save button

4. Click "Save" to confirm changes

Help & Tips

• Make sure the new password meets security requirements

• Double-check the password entries match

• Contact admin support if you encounter any issues

Adding Vehicles to Your Account

Self-Service Method

Access Portal

1. Log in to the

2. Navigate to the "Manage" menu

3. Select "Vehicle" option

Adding New Vehicle

1. Click the "Add Vehicle" button

2. Enter the required information:

   • Vehicle Identification Number (VIN)

   • Additional vehicle details

Need Assistance?

We can add the vehicle for you:

1. Contact Matrack support

2. Provide vehicle details and we'll add the vehicle to your account

3. Confirm addition once complete

Need help? Contact our support team for assistance with vehicle additions.

Overview

Follow these steps to add or edit fleet administrator and manager roles in the Admin portal.

Steps to Manage Admin Roles

Access Portal Users

1. Log into the and navigate to Manage

2. Click "Portal Users"

3. Select "Add Portal User" for new users

4. Enter required details:

Driver Review System for Brokers

Overview

This system allows brokers to rate drivers and view existing reviews. Brokers can evaluate drivers based on driving skills, punctuality, and overall performance.

Steps to Generate Review Link

1. Access Highway API Service

1. Log into the and navigate to Highway API Service

2. The Highway API Service dashboard will open in a separate tab.

3. Navigate to Dashboard from the Menu

2. Generate New Review Link

1. Locate the driver under the "Users" section

2. Click the "Generate Driver Review" link

3. Wait for the success message

4. Copy the generated link

3. View Existing Reviews

1. Find the driver in the Users section

2. Click "View Review" to generate a review link

3. Copy the generated link

   • Share with new brokers

Important Information & Tips

• Brokers can rate drivers on:

  • Driving skills

  • Punctuality

  • Overall performance

Overview

Follow these steps to assign unidentified events to drivers through the Admin portal.

Steps to Assign Events

IFTA Reporting and Fuel Receipt Guide

Generating IFTA Fuel State Mileage Report

Step-by-Step Instructions

1. Login to the portal

2. Navigate to reports:

   • Click on GPS tracking and wait for the GPS tracking page to load

   • Select IFTA

Viewing Uploaded Fuel Receipts

Step-by-Step Instructions

1. Login to the portal

2. Navigate to receipts:

   • Click on GPS tracking

   • Wait for GPS tracking page to load

Need Help?

Contact support if you experience any issues generating reports or accessing fuel receipts.

How to Manage Driver Profile Status

1. Log in to the Admin portal

2. Navigate to: Manage >> Drivers

3. You will see a list of all drivers in your fleet

4. At the top of the driver's page, you'll find a filter option. Change the filter to "All" to view both active and deactivated drivers

5. If you don't see deactivated drivers, make sure "All" is selected in the filter

Managing Driver Status

To Deactivate a Driver:

1. Find the active driver in the list

2. The "deactivate" button will be enabled for active drivers

3. Click "deactivate" to suspend the driver's access

To Reactivate a Driver:

1. Locate the inactive driver in the list

2. The "activate" button will be enabled for deactivated drivers

3. Click "activate" to restore the driver's access

Need Help?

If you need assistance managing driver profiles, contact our support team

Reactivation With Existing Device

If you have your original ELD device:

1. Contact our support team

2. Provide new payment card details

3. Await confirmation of account reactivation

Reactivation Without Device

If you need a new ELD device, please provide:

Required Information

1. Vehicle Identification Number (VIN)

   • Complete and accurate VIN number

   • Required for device compatibility

2. Receiver's Details

Process

1. Contact our support team

2. Provide all required information

3. Complete payment setup

4. Receive shipping confirmation

Need help with reactivation?

Contact our support team for immediate assistance.

Matrack Fleet Admin Access Guide

Logging In

1. Visit:

1. Enter your username

2. Enter your password

3. Click the SUBMIT button

Logging Out

Click the logoff button in the menu to end your session.

Contact Support

If you need assistance:

Phone Support

Call us at:

• +1 855-658-7225

• +1 925-500-0071

Email Support

• Send email to: [email protected]

Overview

Follow these steps to view or email Driver Vehicle Inspection Reports (DVIR) through the Admin portal.

Steps to View/Email DVIR

Access and View DVIR

1. Open the Admin portal and Log in with your credentials

2. Click "DVIR" section

3. Select the "View/Email" option

4. Select the date range for reports

How to View PDF Logs

Overview

Follow these steps to download and view driver PDF logs in the Admin portal.

Steps to Download Logs

1. Access and Download Logs

1. Log into the Admin portal and navigate to Reports

2. Click "eRODs"

3. Select "Download Logs" from the dropdown

4. Set the date range and select the driver

Overview

Follow these steps to view driver logs in the Admin portal.

Steps to View Logs

1. Access and View Logs

1. Log into the Admin portal and go to "Logs"

2. Adjust the date range

3. Select the driver from the list

4. Click "View Logs"

Overview

Follow these steps to edit carrier company details in the Admin portal.

Steps to Edit Details

Access Company Settings

1. Log into the and navigate to Manage

2. Click "Company"

3. Update the required company details

4. Click "Save" to confirm changes

Overview

Follow these steps to send driver logs to FMCSA and verify their transfer status.

Steps to Send Logs

Accessing DOT Inspection Mode

1. Launch and log in to the Matrack ELD Driver App.

2. Locate and tap the three horizontal lines (menu icon) in the top-left corner.

Driver Review System for Brokers

Overview

This system allows brokers to rate drivers and view existing reviews. Brokers can evaluate drivers based on driving skills, punctuality, and overall performance.

Highway API Service Activation Guide

Overview

This guide will help you activate and set up the Highway API service through your Fleet Manager account. Please note that this service requires a monthly subscription fee of $5.

Adding a Driver Through the Fleet Admin Portal

Access Portal

Shipping Options for New ELD Devices

Available Shipping Methods

Overview

Follow these steps to edit the carrier timezone settings in the Admin portal.

Steps to Edit Timezone

Note: Carrier details can be updated only from the Fleet Administrative Portal.

How to view the Carrier Details from the phone app

Overview This guide will help you activate and set up the Highway API service through your Fleet Manager account. Please note that this service requires a monthly subscription fee of $5.

Activation Steps

1. Access API Service

Work Shift Regulations

Basic Requirements

Step-by-Step Instructions

Quickly update your duty status in the Matrack ELD Driver App to keep your logs accurate and compliant. This guide explains how to change your status (e.g., Driving, On Duty, Sleeper) with ease. For step-by-step instructions, refer to our help guide or watch the instructional video.

Follow this guide to easily change your duty status and ensure compliance with HOS regulations.

Matrack ELD Driver App

Getting Started

GPS Tracking is available only on the premium plan. Ensure you are on the premium plan before proceeding

Portal Access

1. Visit Fleet Admin Portal:

Standard Limits

Basic Rule (11-Hour Rule)

Understanding Sync Problems Most log syncing issues occur due to:

• Inactive internet connection or Poor network connectivity

• Incomplete sync process

Updating Your Matrack Driver App

Android Users

Welcome to Our Support Portal

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Categories

Speed Requirement

• Vehicle must exceed 5 miles per hour

• Status changes automatically when speed threshold is met

Managing Alert Contact Information

Finding Your Alert Contacts

How to Update Your Driver Details

Step-by-Step Instructions

Generating IFTA State Mileage Reports

IFTA State Mileage Reports are available only on the premium plan. Ensure you are on the premium plan before proceeding

Portal Access

1. Visit Fleet Admin Portal:

   • URL:

2. Enter your credentials:

   • Username

   • Password

Navigation Steps

1. Access GPS Tracking

• Click "GPS Tracking" after login

• Wait for the GPS tracking page to load

2. Locate Reports

• Click "Menu" on the GPS tracking page

• Select "Reports" from options

• Choose "State Mileage Report"

3. Generate Report

1. Set parameters:

   • Select Date Range

   • Choose Vehicle(s)

2. Click "Submit"

4. Access Generated Reports

1. Look below for the request column

2. Find "View" under operations column

3. Click to view the report and Download as needed

Need assistance? Contact Matrack support for help with IFTA report generation.

How to Register and Activate Your Matrack ELD

Initial Registration

1. Visit the website:

2. Complete the registration form with the required

3. Submit the form to create your account

4. Check your email for:

   • Login credentials

First-Time Login Process

Accessing Admin Portal

1. Use the provided link

1. Enter your login credentials

2. Complete initial login

Adding Driver Information

1. Locate the "Add Driver" prompt in the dialog box

1. Click "Add Driver"

2. Enter required driver details:

Username, Email, Password, First Name, Last Name, License State, License Number

Log Settings Configuration will be automatically updated.

1. Save driver profile

Adding Vehicle Information

1. Click "Add Vehicle"

1. Enter vehicle details:

• Vehicle identification

• Technical specifications

• Registration information

1. Save vehicle information

Mobile App Setup

After completing driver and vehicle registration:

1. Note the driver credentials provided

2. Download the Matrack ELD Driver App

3. Install the app on your mobile device

4. Log in using the provided driver credentials

Accessing Fleet Management

Click the "View Dashboard" button to Access the Fleet Admin Dashboard and Manage your ELD account

Need assistance?

Contact Matrack support for help with registration and setup.

Learn how to sync your activity data with Highway.com to ensure your records are up-to-date. This guide provides step-by-step instructions for seamless syncing. For further assistance, refer to the guide or watch the instructional video.

Syncing Activity Data with Highway.com

Matrack ELD Driver App Guide

Getting Started

1. Launch the Matrack ELD Driver App and sign in with your credentials.

2. Tap the menu icon (three horizontal lines) in the top-left corner.

1. Scroll down the menu and select "Other options."

4. Scroll further down and select "Sync with Highway."

Understanding the Highway Active Status

• A dialogue box will appear with important information:

  • The highway becomes inactive after 7 days without vehicle movement.

  • Vehicle movement is required to maintain an active status.

  • A manual sync option is available.

Sync Process

If ELD is Connected

1. Click "Yes" to proceed with sync.

2. Wait for location data to sync with Highway.

3. The system will show a "Sync with Highway Successful" message.

If ELD is Not Connected

When the app detects no ELD connection, you'll see two options:

1. Option 1: Connect to BLE

• Choose this if you're in the truck.

• Select "Connect to BLE" and Tap "Okay."

• Wait for the ELD connection and complete the sync process.

1. Option 2: Use Phone Location

• Choose this if you're away from the truck.

• Select "Use the Phone Location and Tap "Okay."

• Allow location access if prompted.

• Wait for sync completion.

Confirmation

• A pop-up message will show "Sync with Highway Successful."

Purchasing Your Matrack ELD Device

Complete Purchase Guide

Website Order Process

1. Visit our ELD products page:

   • Review available ELD devices and options

   • Click the "" button

   • Select the number of devices you need along with the plan

   • Add selected items to the cart and click Next

2. Checkout Process

   • Enter vehicle year, make, and model

   • Select the appropriate cable type

Alternative Purchase Methods

Contact Sales Team

Phone Support

Call us at:

• +1 855-658-7225

• +1 925-500-0071

Email Support

• Send email to:

You can place an order directly through our sales team:

• Request product information

• Get personalized recommendations

• Receive bulk order quotes

• Discuss custom requirements

Need Assistance?

Contact Matrack Technical Support or our Sales Team for help with your order

After Purchase

• Track your order

• Access installation guides

• Register your device

Easily approve multiple days of logs at once using the "Unapproved Dates" option. This guide provides step-by-step instructions to streamline the approval process. For additional help, refer to the guide or watch the instructional video.

Multi-Day Log Certification Guide

Before starting the certification process, ensure:

• You are logged into the Matrack ELD app.

Accessing Unapproved Logs

1. Tap the three horizontal lines (menu icon) in the top-left corner.

1. Select "Unapproved Dates" from the menu options.

Certifying Multiple Days

1. Review the list of unapproved dates.

2. Select the dates you wish to certify.

   • You can select up to 5 days at once.

   • Ensure each selected date is correctly marked.

1. Initiate certification:

• Tap the "Approve" button in the top-left corner.

• Review the dates in the confirmation dialog.

• Read the declaration carefully.

• Click "Agree" to certify the selected dates.

• Wait for the success confirmation pop-up.

Need Help?

Contact Matrack support if you encounter any issues during the certification process.

How to Enable Yard Move (YM) Status

Before You Begin

• Ensure you're logged into the Matrack ELD Driver App.

• Verify ELD is connected (required for YM status).

• Be on the Dashboard screen.

Step-by-Step Instructions

1. Access Status Menu

• In the Dashboard, you'll see a circle displaying your current duty status and available hours. Below that, there is a Change Duty option. This will open a screen showing the available duty statuses:

• Off Duty, Sleeper, On Duty, Driving, Personal Trip, Yard Move

2. Select Yard Move

• Find "Yard Move" in status options.

• Tap on Yard Move, and you'll receive a dialog box to enter event details.

3. Complete Required Information

1. Verify Location

   • The system auto-detects location.

   • Manual entry is available if needed.

2. Add Mandatory Note

4. Confirm Status Change

• Save your selection.

• Verify Dashboard updates to show:

  • Yard Move status.

  • Available hours under YM.

Important Notes

• Notes must explain the purpose of personal use.

• Keep accurate records of YM usage.

• Monitor hours during the yard move.

Troubleshooting

If unable to select YM:

• Verify note length (4+ characters)

• Ensure proper break type selection.

• Contact support if issues persist.

Need assistance? Contact Matrack support for help with Yard Move status changes.

How to Cancel Your Matrack ELD Service

Before You Cancel

We value your business and want to ensure you get the best possible service. If you're experiencing any issues with your device or service, our support team is here to help resolve them.

Cancellation Process

Step 1: Submit Cancellation Form

1. Visit our cancellation page:

   • URL:

2. Complete all required fields in the form

3. Submit the form

Step 2: Device Return

• A return shipping label will be provided for your convenience

• Package your ELD device securely

• Use the provided return label to ship the device back

Important Information

• Auto-pay will be stopped only after submitting the online cancellation form

• Return shipping label will be provided

Processing Timeline

1. Form submission

2. Cancellation review (1 business day)

3. Return label generation

4. Account deactivation

Need Assistance?

If you're experiencing issues that led to this decision, we'd love to help:

• Contact our technical support team

• Report device problems

• Discuss service concerns

• Explore alternative solutions

For any questions about the cancellation process or to discuss your concerns, please contact our customer support team.

Understanding Account Deactivation Your account may have been deactivated due to:

• Missed payment or Overdue charges

• Cancelled subscription

Reactivation Options

Option 1: Using Existing Card

1. Verify sufficient funds in your associated card

2. Contact our support team:

   • Via email or phone

3. Request account reactivation

Option 2: Update Payment Method by Phone

1. Call our support team

2. Provide new card details

3. Wait for account reactivation confirmation

Option 3: Secure Online Update

1. Request a secure payment update link via email or phone

2. Update credit card details through the secure link

3. Notify support of completed update and wait for account reactivation

Contact Support

For immediate assistance:

• Call us at: +1 855-658-7225, +1 925-500-0071

• Send email to: [email protected]

• Response times may vary

Privacy & Security

• All payment information is securely processed

• Secure payment links expire after use

• Never share payment details via email

• Only provide information through official channels

Handling Missing Event Data

Overview

This guide explains how to handle events with missing data in your daily certification process. The system will highlight events that require attention and provide options for addressing incomplete information.

Identifying Missing Data

Events with missing data are easily identifiable by:

• Yellow highlighting in the Review screen.

• There will be an "Add missing data" button on the left side of the event row.

Methods for Handling Missing Data

Option 1: Adding Missing Data and Certifying

1. Click on the "Review" tab while certifying.

1. Carefully scroll through the day's log details.

2. Verify that all information is accurate.

3. If there is a log entry marked in yellow, that means that the log entry has some missing data, like a missing location or a missing odometer value. If no, you can skip this step. If yes, scroll to the right of that entry to add the missing data.

4. Click "Add Missing Data."

1. Click "Yes" on the prompt and proceed to add the missing data.

1. Once all missing data is added, all yellow entries will be cleared. After that, click "Approve" in the top-right corner.

1. Click "Agree" on the confirmation page.

1. Wait for the success message confirming the log certification.

Option 2: Proceeding Without Adding Data

If you prefer not to add the missing data, you can:

1. Click the "Approve" button in the Review screen.

2. Select "Proceed to sign" in the confirmation pop-up and continue with the day certification process.

Best Practices

• Review all yellow-highlighted events before proceeding.

• Ensure all added data is accurate and complete.

• Save your changes before moving to the next event.

Need Help?

If you encounter any issues while managing missing data, please contact our support team for assistance.

Before You Begin

• Log in to the Matrack ELD Driver App

• Ensure ELD is properly connected

• Have DOT officer token code ready

Step-by-Step Transfer Process

1. Access Data Transfer

• Tap three horizontal lines (menu) in top-left corner

• Select "Data Transfer" from menu options

2. Configure Transfer Settings

• Locate "Mode" dropdown menu

• Select "Web Service" option for FMCSA submission

3. Enter Required Information

• Find "Tokens/Comments" field

• Input DOT officer token code

• Verify code accuracy

4. Submit Data

• Tap "Submit" button

• Wait for confirmation dialog

• Verify transfer details in dialog box

Troubleshooting

If transfer fails:

• Check internet connection

• Verify ELD connection

• Confirm token code accuracy

• Try submission again

Need assistance?

Contact Matrack support for help with data transfers.

ELD Device Installation Guide

Installation Steps

1. Locate Diagnostic Port

The 9-pin cable connects to the diagnostic port, commonly found in one of these locations:

• Under the dashboard

• Underneath the steering wheel

• Below the driver's seat

• Near the driver's left kick panel

2. Connect Hardware

• Attach the 9-pin CONNECTOR to the diagnostic port

• Connect the ELD device to the other end of the cable

• Power on the ELD device

• Turn on the vehicle ignition

3. Software Setup

• Ensure the ELD driver app is installed on your device

• Log in to your account

• Start the vehicle and to begin hours of service tracking

Pre-Trip Checklist

✓ 9 Pin Cable connected

✓ ELD device powered on

✓ Ignition turned on

✓ App installed and logged in

Need Help?

Contact technical support if you experience any issues during installation.

Step-by-Step Instructions

Best Practices

• Ensure you're connected to the internet.

• Choose the correct timezone for your current location.

• Verify the change after saving.

• Make sure the app is updated to the latest version.

Need help?

Contact our support team for assistance with timezone settings.

This guide explains how to read and view your Hours of Service (HOS) clocks in the Matrack Driver App to stay compliant and track your driving hours. For more help, follow the step-by-step instructions for accurate clock management or watch the instructional video.

Log in to the Matrack Driver App. When you log in, the dashboard is the first screen you’ll see.

Main Dashboard Display

Central Status Circle

• Shows current duty status.

• Displays available hours.

• Tap to change status.

Hours of Service Information

Below the status circle, you'll find detailed Hours of Service:

1. Drive Time Left

   • Remaining available driving hours.

   • Based on the 11-hour limit.

2. Shift Time Left

Need assistance understanding your dashboard? Contact Matrack support for help.

Accessing Night/Dark Mode from the Dashboard

1. Launch App

• Log in to the Matrack Driver App.

• Wait for the dashboard to load (default screen).

• If the Dashboard doesn't load by default, click on the 3 horizontal lines to access the Menu. From the Menu, select Dashboard.

2. Locate Night/Dark Mode Toggle

On the dashboard screen, look for:

• The Dashboard banner on the top left corner.

• The moon-shaped icon will be directly below that.

3. Toggle Night/Dark Mode

• Tap the moon icon to switch between modes.

• The screen will go into dark mode, and the icon will indicate whether Night/Dark mode is enabled or disabled.

Accessing Night Mode from Settings

1. Access Settings

   • Tap the three horizontal lines (menu icon) at the top of the screen.

• Locate Dark Mode from the settings.

• Toggle the Dark Mode button On.

• The screen will go into dark mode, and the icon will indicate whether night mode is enabled or disabled.

Best Practices

• Use night mode in low-light conditions.

• Switch to regular mode in bright daylight.

Need assistance?

Contact our support team for help with display settings.

Activating Adverse Conditions Exemption Before You Begin

Ensure any previous exemptions are disabled. Log in to your Matrack ELD Driver App. Make sure you're on the main dashboard.

Step-by-Step Process