What to do when your telematics provider disappears

The devices went in, the provider moved on to the next sale, and now your calls and emails go unanswered. Meanwhile new vehicles arrive, staff leave, and nobody on your side can change anything in MyGeotab.

You're not stuck. Here's how to take back control.

1. Find out what you have

Write down what you know: how many vehicles have devices, who has a MyGeotab login and what level of access each person has, and which reports people still use. If nobody in your organisation can log in at all, note that too.

2. Get administrator access for someone on your side

The database holds your fleet's data, and someone in your organisation should be able to manage it. Ask your provider, in writing, for an administrator account for a named person on your team. Keep a copy of the request and any reply.

3. Read your agreement

Check what your agreement with the provider says about support, access and changing provider. If anything is unclear, ask the provider to explain it in writing before you make any decisions.

4. Check the state of the set-up

Once you can see the database, look at the basics: are vehicles in the right groups, are depots set up as zones, do trips have drivers, and do the exception rules produce alerts anyone reads? This tells you how much work is needed before the reports can be trusted.

5. Fix the set-up, then keep it fixed

Clean up groups, vehicle names, zones, rules and driver identification. Then decide who will look after it from month to month, so it doesn't drift back. That can be someone on your team, a new provider, or us.

You don't have to start again

A provider going quiet doesn't mean the devices or the data are wasted. In most cases what's already in place can be cleaned up and put to work. The first step is finding out exactly where you stand.