Frequently Asked Questions

The Newtracs platform analyses your synced trip logs to anonymously update 4wd trail statistics and difficulty ratings on the public map.

To achieve this, the platform takes into consideration your vehicle profile, which can be added in the Vehicle Profile section of the Newtracs app (Account > Vehicle Profile).

It takes around 24-48 hours for trips to be uploaded, analysed and added to the public map.

If the public map has not updated after this time, please check:

  • Your in-app Vehicle Profile is complete and displays a vehicle rating.
  • All relevant logged trips are marked as ‘Synced’. If they are marked as ‘Processing’, please sync your user data with your account by tapping the ‘Sync All’ buttton.
  • You have waited at least 48 hours after the trip log was first synced to our servers. Note that trips will only sync whilst the device is connected to the internet.
After purchasing a Newtracs Premium subscription you may run into issues with your subscription not activating after signing into the Newtracs app. To troubleshoot:
 
  • For subscriptions purchased in-app, ensure your subscription is still stated as ‘Active’ in your Google or Apple account used to make the original purchase.  Ensure you are signed into the correct Google or Apple account via device settings.
  • If you purchased via the Newtracs website, login using the web portal and  navigate to ‘Account‘ and ensure your subscription is still active.
  • Logout of the app and log back in.
  • Restore purchases by tapping Account > User Details > Restore Purchases.
  • Uninstall and reinstall the app from the App Store or Play Store and try above steps again if necessary.
  • If the above steps fail to resolve the issue, contact support at support@newtracs.com.

If a road is missing from the Newtracs map (i.e. there is no line denoting a road at all), the road does not exist in our base map provider’s database, OpenStreetMap.

To add missing roads to the Newtracs map, you must first add it to OpenStreetMap. Please refer to the OpenStreetMap editing guide here.

After updating OpenStreetMap, your changes will automatically flow through to the Newtracs map during the next update cycle (currently every 3 months).

You can log trips and record locations to revisit your journey at a later date.
Simply complete your vehicle profile in the Newtracs iOS or Android app (Account > Vehicle Profile) and tap ‘Log Trip’ in the default map view.

Note: you will be shown a prompt to ‘Always’ grant location permissions the first time you log a trip.

To add a grade to a trail, simply log your trip whilst driving. Once your trip has synced, it will be analysed and a new track rating will be automatically added to the Newtracs map. This process can take up to 48 hours.

You can delete a previously recorded trip log in Newtracs by navigating to your saved trips (tap the star in the default map view > Trips), scroll to the trip you would like to delete, swipe left on the trip > tap ‘Delete’.

To delete a previously dropped pin in Newtracs navigate to your saved pins (tap the star icon in the default map view > Pins), scroll to the pin you would like to delete, swipe left on the pin > tap ‘Delete’.

Alternatively, you can tap the pin in the default map view > tap ‘Edit’ > tap ‘Delete’.

To save a 4wd trail to your favourites, tap the trail in the default map view to invoke the trail stats and tap the star icon in the top left.

To remove a 4wd trail from your favourites, tap the star icon in the trail stats view again.

Alternatively, navigate to your Saved Items (tap the star icon in the default map view), scroll to the trail, swipe left on the trail and tap ‘Delete’.

The Newtracs platform automatically assigns and updates 4wd trail difficulty grades by analysing your recorded trip logs.

If you think a trail difficulty grade is incorrect you can submit a grade correction by emailing support@newtracs.com.au. Track grade corrections will be processed and made available on the public Newtracs map within 24 hours.

You can download offline maps to use the Newtracs app without an active internet connection.
Navigate to ‘Offline Maps’ (Account > Offline Maps), tap ‘Download’ for the relevant map and wait for the download to complete and install. Do not close Newtracs during this process.

Always remember to download offline maps in advance using a stable internet connection.

To delete offline maps, navigate to ‘Offline Maps’ and tap ‘Delete’ next to the map you wish to remove.

To change the email used to login to Newtracs, please send a request to support@newtracs.com.au. We will action the change within 24 hours and confirm the change via reply email.

Minimum requirements to run Newtracs are:

Android:
  • 2 GB of RAM
  • 2 GB of free storage
  • Android 8 or above
  • GPS chip to be able to log trips whilst offline

  • iOS:
  • 2 GB of RAM
  • 2 GB of free storage
  • iOS 11 or above
  • GPS chip to be able to log trips whilst offline
  • Newtracs will automatically sync your saved data (pins, favourite trails, trip logs and vehicle profile) to your Newtracs account.

    To sync your data to another device, navigate to the ‘Saved Items’ (star icon in the default map view) and tap ‘Sync All.’

    At present, exporting saved data (pins, trip logs, etc) is not supported but we intend to develop this feature in future versions.

    Please email to enquiries@newtracs.com any externally recorded trip logs as an attachment with the vehicle details used to record the trips in the email body (including make, model, year, transmission, diff locks installed, tyre size, tyre type and suspension height).

    Trip logs should be submitted in GPX format.

    Note due to this manual process, the fastest and easiest way to submit trip logs by recording your journey using the Newtracs app.

    Simply sync all previously recorded data (pins, favourite tracks, trip logs) to your device, by navigating to Saved Items (tap star icon in the default map view) and tap ‘Sync All’.

    If the problem persists, send an email to support@newtracs.com.au.

    Yes, search functions including 4wd trail, address, point of interest and user data (pins, trips) search will work when the device is offline.

    Note online search results will not be returned when offline.

    If the Newtracs app repeatedly crashes on your device, follow the below troubleshooting steps:

    1. Force kill and relaunch the Newtracs app (see instructions to force kill an app here for Android and here for iOS).
    2. Uninstall then reinstall the Newtracs app from the App Store or Play Store.
    3. If the above fails, please send a support request to support@newtracs.com detailing the specific circumstances of your issue.

    You can reset your Newtracs password in 2 ways:

    In-app method:

    1. If you can still access the Newtracsa app with cached credentials, navigate to Acount > User Details > Change password.
    2. Enter the email address you use to login to Newtracs, and select ‘Send verification code’.
    3. Wait approximately 5 seconds for the code to be emailed to you. A ‘verification code’ field should appear in-app. Check your email to obtain the verification code and enter it in this field, then press the ‘Verify code’ button.
    4. Upon successful verification, press the ‘Continue’ button.
    5. Follow the prompts to create a new password.


    Web browser method:

    1. Navigate to the Login screen on our website Newtracs.com
    2. Select ‘Forgot your password?’
    3. Wait approximately 5 seconds for the code to be emailed to you. A ‘verification code’ field should appear in your browser. Check your email to obtain the verification code and enter it in this field, then press the ‘Verify code’ button.
    4. Upon successful verification, press the ‘Continue’ button.
    5. Follow the prompts to create a new password.

    Steps to cancel your Newtracs Premium subscription vary by the method of purchase:

    • Google Play Store:

    If purchased in-app on an Android device, your subscription will be attached to your Google Play Store ID.  Please see instructions here on how to manage your subscription.

    • Apple App Store

    If purchased in-app on an iOS device, your subscription will be attached to your Apple Id.  Please see instructions here on how to manage your subscription.

    • Newtracs managed

    If purchased via the Newtracs website, your subscription will be attached to your Newtracs account.  To cancel your subscription, login to your Newtracs account via our website, navigate to Account, select “Manage subscription”.  This will open a new tab where you can select “Cancel Plan”.

    Note: If you do not know when platform your used to purchase your subscription, you can find out by viewing your Account via our website, or in-app via in the Account menu.  Once cancelled, you will still have access to Premium features until your next billing cycle.