User Guide

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MyAdmin User Guide

User Guide

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0 mins to read

Learn more about MyAdmin pages and features. This guide provides detailed information based on MyAdmin's menu hierarchy, as well as step-by-step guidance on using MyAdmin for orders, shipments, account and device administration, and RMAs.

Last updated: October 2024

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Introduction to MyAdmin for Partners

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) regularly for updates to policies and relevant bulletins, notices, and news to help you maximize your success as a Geotab Partner.

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.

Navigating MyAdmin

MyAdmin features a streamlined main navigation menu that provides seamless access to all areas of the website, including user settings.

Main menu overview

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.

Home — View the latest notices, alerts, and announcements.
Store — Browse products, place orders, or save future orders. Third-party Partners can also view, manage, and fulfill orders.
Devices — View device information, activation history, device timeline, device status, and installation logs.
Installation — Manage Installation Services and work orders, and view reports.
Customers — View and manage Customer information.
Billing — View monthly billings, product pricing, regional pricing policy, and pricing plans.
Alerts — View current and past service alerts.
Downloads — View a list of requested reports.
Configurations — Manage configurations, such as MyAdmin users and database activity.
Geotab Apps — Get quick access to Geotab apps such as MyGeotab, Marketplace, and more.
Support — Get quick access to support-related pages such as in-app help, Helpdesk Tickets, Events, and more.

✱ 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 overview

The User Settings menu — located in the main menu — allows you to customize your account preferences, manage subscriptions, and update passwords. To modify your personal preferences, select your email in the bottom-left corner of the page, then select one of the options from the dropdown menu: User Preferences, Change Password, and Credits.

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Getting started with your MyAdmin homepage

Your MyAdmin homepage serves as the main communication center for the latest notices and alerts. A dashboard with the following widgets are displayed.

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.

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.

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.

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.

Product Guides and SDKs

MyGeotab Product Guide

The MyGeotab portal has an embedded Product Guide — located under Support > Get Help > 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 Geotab Community — Developer Discussions.

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 log in, or via: https://myadminapitest.geotab.com/v2/MyAdminApi.ashx. For more information, refer to Geotab Developers — Getting Started.

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

User Preferences and Credits

Personalize your MyAdmin experience

Personalize your MyAdmin experience by choosing your preferred language, setting up your default menu view, and managing your email subscriptions in User Preferences.

General

Under the General tab, the Regional section allows you to set the user interface language. For the user interface language, MyAdmin currently supports the following languages:

English
French
German
Spanish
Japanese
Italian
Brazilian-Portuguese
Polish

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

The Menu section allows you to control how the main navigation menu looks.

Menu Behaviour — You can select whether you want the main menu to be collapsed or expanded when you log in.
Menu Style — Third tier panel floats will show submenu options as a fly-out menu (displaying next to the main menu) and Third tier panel expands will show submenu options directly beneath the menu item you selected.

Under Notifications, toggle on Reports Email notifications to be notified via email whenever a report is ready for download.

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, use the toggles to subscribe or unsubscribe to the following:

Planned Maintenance — Receive notifications for planned server maintenance that may impact you and your Customer(s).
Unplanned Maintenance — Receive notifications for unplanned server maintenance and downtime that may impact you and your Customer(s).
What’s New at Geotab — Receive monthly email updates featuring What's New announcements for MyAdmin and MyGeotab.
Partner Alerts — Receive notifications for general Partner alerts that may impact you and your Customers.

For more information, refer to Emails by MyAdmin.

Changing or resetting your password

Geotab does not have access to user passwords and cannot recover passwords. You can change your password any time when logged in, or select Forget password? on the login page if you need to reset your password.

Changing your password for security reasons

Changing your password regularly is a proactive step to protect your account. Consider doing this to keep your account secure.

To change your password, follow these steps:

Select your email address from the main menu, then select Change Password.
Enter your email address, then select Change Password.

A link is sent to your email address.

✱ NOTE: This link will expire after 2 hours.

Go to your email inbox, then select the link in the email.

The Change Password page is displayed.

Enter your new password, then select Change Password.

You have successfully changed your password. You can now log in with your new password.

Resetting your password

If you've forgotten your password or can't log in, you can reset it from the login page.

To reset your password, follow these steps:

On the MyAdmin login page, select Forget password?.
Enter your email address, then select Change Password.

A link is sent to your email address.

✱ NOTE: This link will expire after 2 hours.

Go to your email inbox, then select the link in the email.

The Change Password page is displayed.

Enter your new password, then select Change Password.

You have successfully reset your password. You can now log in with your new password.

✱ NOTE: For security purposes, if you enter the wrong password five times within 15 minutes, MyAdmin will lock you out for 10 minutes. After that, you can attempt to log in again. Each time this happens, the lockout period doubles.

View credits for third-party libraries in MyAdmin

MyAdmin uses third-party libraries to enhance the functionality and efficiency of the application. You can view credits for those third-party libraries on the Credits page (User Settings menu > Credits).

These libraries are created and maintained by developers around the world and are made available for use under specific open source licenses.

Store

Products

Browse and find products

The Products page (Store > Products) 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:

All Products
Popular Products
My Recently Ordered Products
Services
IOX
Harnesses and Adapters
Hardware Accessories
GO Vehicle Kits and GO Devices
GO Key and Driver Tags
Geotab Marketing Material
Beta Products

✱ NOTE: The Products page does not support the ability to add custom products that are not already included under your account.

Purchase Beta Hardware products

Geotab occasionally offers beta hardware products for purchasing on the Products page (Store > Products). These products are our latest innovations, and currently in late stage testing. These products will have a Beta tag next to the product name.

Each time a Beta hardware product is in your cart at checkout, you will be prompted to sign a Beta Hardware agreement when you select Proceed to checkout. You must accept the terms and conditions in the Beta Hardware Agreement before you can purchase these products.

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View detailed product information

On the Products page (Store > Products), you can view more information about a product by selecting View details.

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This opens the product’s page and allows you to view more product photos, a description, and specifications (if applicable). You can also add the product to your cart from this page.

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Placing an order with specialized products

The Products page (Store > Products) features a list of Geotab products available for ordering, such as GO devices, harnesses, installation services, and more.

Some products in your cart may require you to complete additional steps during the checkout process:

Products that need configuration, such as the IOX-KEYBOX
Installation Services
IOX-KEYLESS

Products that need configuration

If you have a product in your cart that requires configuration (such as the IOX-KEYBOX), the Configure products step is displayed during the checkout process.

To configure your products, follow these steps:

Add products to your cart, then select Proceed to checkout.
Complete the Order information and Shipping information step, then select Next.
Select the preferred options under Configure products for the associated products.
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.

Select Next to complete the rest of the checkout process.

Installation Services and/or IOX-KEYLESS

If you have installation services in your cart, the Services and Vehicle information step is displayed.

If you have IOX-KEYLESS products in your cart, the Vehicle information step is displayed.

To complete the checkout process with these products, follow these steps:

Add products to your cart, then select Proceed to checkout.
Complete the Order information and Shipping information step, then select Next.
Under Installation Services Address, select one of the following toggles:
1. Toggle Yes to use the shipping contact information in this order 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.
Select an option from the Vehicle availability window dropdown to indicate when the asset is available to be serviced.
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.

Under Vehicle Information, enter the Make, Model, Year, VIN, and Vehicle Name of the 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.

Select Next.

The Complete Order step of the Checkout page is displayed.

! IMPORTANT: For orders that include Installation Services, the checkout process includes an additional step and the Complete order step encourages the user to review the Terms and Conditions for Installation Services.

Shipping options and fees

Shipping options and 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.

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 — regardless of the value of the invoiced goods. Geotab reserves the right to choose the carrier for shipping.
Priority shipping is available as a two-day service for a flat rate per order. 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 options and 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 View details for a specific order – Shipping.

Orders & Returns

Filter orders in Order Management

The Order Management page (Store > Orders & Returns > Order Management) is a single point of access for all order-related tasks, including viewing detailed order information, placing orders saved through the Products page, and managing Marketplace Order Now requests from Customers.

Filter or search for orders

Use the following filter options to narrow the list of orders, then select Search.

Account — View orders saved and placed under a specific account.
Date range — View orders that were placed within the specified date range.
PO number — View orders with the specified Purchase Order number, provided by the Partner at the time of checkout.
My reference — View orders based on reference information you've provided to uniquely identify each order (for example, locations, Customer name, and more).
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.
Company — View orders that are assigned to or shipped to a specific contact’s user 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.

For a detailed overview of the Order Management table, refer to Understanding the Order Management table.

Understanding the Order Management table

Use the available filters to narrow the list of orders. Once you select Search with the required filters, the table provides the following information.

✱ NOTE: 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.

Order Management table

PO number — Displays the purchase order number.
Current status — Displays the current status of the order:
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.
Order source — Displays the origin of the order (MyAdmin, API, or Order Now request).
Placed by — Displays the email address of the contact who placed the order.
Shipping address — Displays the shipping address for the order delivery.
Order date — Displays the date the order was placed.
My reference — Displays reference information you've provided to uniquely identify each order (for example, locations, Customer name, and more).
Order total — Displays the total cost of the order and the currency of the order purchase.

Order number — Displays the order number assigned by Geotab once the order has been approved.
Assigned address — Displays the address of the Customer to whom the devices are assigned.
Shipping date — Displays the date the order shipped.
Tracking number — Displays the tracking number to track the order shipment.
General comments for packing slip — Displays any additional comments entered during the checkout process. These comments are also displayed on the packing slip.
Cc email addresses list — Displays additional email addresses that receive order and shipping updates.
Cancellation reason — Displays the reason the order is canceled, if applicable.
Quantity— Displays the quantity of items in the order.
Shipping ID — Displays the shipping identification number associated with the order.
Schedule shipping — Displays the shipping date of a scheduled order. If the order is set to ship immediately (within 7 days), Not available is displayed.
Last expected shipping date — Displays the expected shipping date of an order.

View details for a specific order — Order status

You can view additional information about a specific order by selecting the PO number of the order from the list. The page refreshes to display detailed information about the selected order.

Order status

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The order status is displayed and shows the current status of the order:

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.
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.
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.
Ordered — The order has been accepted, and the Last expected shipping date column under the Shipping tab has been updated.
Partially shipped — The order has shipped with only some requested products. The remaining products will be shipped in another shipment.
Shipped — The order has shipped with all the requested products.
Canceled — The order has been canceled. Once the order has been canceled, the order cannot be resumed or approved.

View details for a specific order – Order details

You can view additional information about a specific order by selecting the PO number of the order from the list. The page refreshes to display detailed information about the selected order.

Order Details

The Order Details tab shows a summary of the order with the following details:

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

✱ NOTE: This field is only visible for Upfitters.

PO number — Displays the purchase order number associated with the order.
My reference — Displays reference information you've provided to uniquely identify each order (for example, locations, Customer name, and more).
Order number — Displays the order number assigned by Geotab once the order has been approved.
Order source — Displays how the order was made:
1. Store – Orders placed through the MyAdmin Store
2. Bulk – Orders that are uploaded in bulk by Geotab
3. MyAdmin (Legacy) — Orders placed through Store or Bulk prior to May 4, 2024
4. API — Orders placed through an API method
5. Order Now request — Marketplace Order Now orders placed by your Customer (with your approval)
Hardware promo code — Displays the Hardware promo code applied to the order during the checkout process.
Rate Plan code — Displays the promo code used for a monthly Rate Plan code subscription.
General comments for packing slip — Displays any additional comments entered during the checkout process. These comments are also displayed on the packing slip.
Order comments — Displays comments from the Customer about the order for Partners.

The tab also displays a table to provide additional information:

Product code — Displays the SKU code used to identify the product.
Device Plan — Displays the Device Plan assigned to the device(s).
Quantity — Displays the number of items for each product in the order.
Cost per unit — Displays the cost of a single item.
Total — Displays the total cost of the items in the order (for each product).
Status — Displays one of the following statuses for each item in the order:
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.
Subtotal — Displays the total cost of the order (before shipping).
Shipping Costs — Displays the cost for shipping the order.
Order Total — Displays the total cost of the order, including shipping.

View details for a specific order – Shipping

You can view additional information about a specific order by selecting the PO number of the order from the list. The page refreshes to display detailed information about the selected order.

Shipping

The Shipping tab shows a summary of the following shipping information:

Shipping address — Displays the address where the order is delivered.
Assigned address — Displays the address of the contact to whom the devices are assigned.
Schedule shipping — Displays the shipping date of a scheduled order. If the order is set to ship immediately (within 7 days), Not available is displayed.
Last expected shipping date — Displays the expected shipping date once available. Once the order has shipped, the field is updated to 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:

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

View details for a specific order – Installation

You can view additional information about a specific order by selecting the PO number of the order from the list. The page refreshes to display detailed information about the selected order.

Installation services

The Installation services tab is only available if the order has installation services. This tab shows a summary of the following installation services information:

Installation type — Displays the type of installation (Standard or Advanced).
Vehicle availability window — Displays the time period for when the vehicle is available for installation.
Installation order number — Displays the sales order number created for installation service(s).
Installation address — Displays the selected installation address for the installation order.
Installation comments — Displays comments entered during the installation verification process.
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:

VIN — Displays the vehicle identification number associated with the vehicle.
Make — Displays the make of the vehicle.
Model — Displays the model of the vehicle.
Year — Displays the year the vehicle was manufactured.
Product code — Displays the SKU code used to identify the product.
Vehicle name — Displays the vehicle name entered during the checkout process.

View details for a specific order – Keyless

You can view additional information about a specific order by selecting the PO number of the order from the list. The page refreshes to display detailed information about the selected order.

Keyless details

The Keyless details tab is only available when the order includes the IOX-KEYLESS product.

Product code — Displays the SKU code used to identify the product.
QR code — Displays the barcode associated with the product.
VIN — Displays the vehicle identification number associated with the vehicle.
Make — Displays the make of the vehicle.
Model — Displays the model of the vehicle.
Year — Displays the year the vehicle was manufactured.

View details for a specific order – Devices

You can view additional information about a specific order by selecting the PO number of the order from the list. The page refreshes to display detailed information about the selected order.

Device assignments

The Device assignments tab is only available once the order has shipped. This tab shows a summary of the devices and the Customer to which they are assigned.

Serial number — Displays the serial number associated with the device.
Product code — Displays the SKU code used to identify the product.
Customer — Displays the information for the customer receiving the shipment.
SIM number — Displays the SIM number associated with the device.

IMEI — Displays the unique identifier associated with the device.

View details for a specific order – Key tags

You can view additional information about a specific order by selecting the PO number of the order from the list. The page refreshes to display detailed information about the selected order.

Key tags

The Key tags tab is only available if there are any NFC products in your order. This tab shows a summary of key tags and their assigned serial numbers.

Bag Number(s) — Displays the numeric code of the bag.
Assigned Serial Numbers — Lists the serial number for each key tag in the bag. Each bag has 20 keys.

View details for a specific order – Return details

You can view additional information about a specific order by selecting the PO number of the order from the list. The page refreshes to display detailed information about the selected order.

Return details

The Return details tab is only available if your order is being placed as a return request. This tab shows a summary of the following return information.

Return number — Displays the return number.
Case number — Displays the Support ticket number, submitted when requesting a return.
Account — Displays the account associated with the return.
Requester — Displays the name of the user that submitted the return request.
Return type — Displays the return type.
Partner reference — Displays Partner-provided information used to identify a return.
Issue date — Displays the date the return request was submitted.
Shipping address — Displays the shipping address for the replacement product shipment.
Comments — Displays any additional comments entered during the return request process.
Device returns — Displays the serial number for the device in the return.

Downloading a CSV report of orders or products

Downloading a CSV report of orders

You can download a CSV report of orders to view or share with other people in your company.

To download a CSV report of orders, follow these steps:

Navigate to Store > Orders & Returns > Order Management from the main menu.
Use the filters to refine the list of orders, then select Search.
Select Download.

A CSV file is downloaded to your computer.

Downloading a CSV report of products in an order

You have the option to download a CSV report of products in a specific order to view or share with other people in your company.

To download a CSV report of products in a specific order, follow these steps:

Navigate to Store > Orders & Returns > Order Management from the main menu.
Use the filters to refine the list of orders, then select Search.
Select the PO number of the order.
Under the Order Details tab, select Download.

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A CSV file is downloaded to your computer.

Creating a planning order

A planning order allows you to save your current order, and complete it at a later time. Once saved, this will be displayed on the Order Management page under the Planning order status.

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To create a planning order or save an order for later, follow these steps:

Navigate to Store > Products.
Add products to your cart, and complete the necessary steps (Order information, Shipping information, Product information, and more) on the Checkout page.
Under the Complete order step, select Save order for later.

You have successfully created a planning order. Navigate to Store > Orders & Returns > Order Management to view the planning order.

Resuming a planning order

A planning order allows you to save your current order, and complete it at a later time. Once saved, this will be displayed on the Order Management page under the Planning order status.

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To resume a planning order, follow these steps:

Navigate to Store > Orders & Returns > Order Management from the main menu.
Under the Order status filter, select Planning order, then select Search.
Select the PO number of the order to open order details.

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Select Resume order.

The Redirection Notice popup is displayed.

Select Go to cart.

You are redirected to the Cart page.

Complete the necessary steps (Order information, Shipping information, Product information, and more) on the Checkout page.

You have successfully resumed a planning order.

Canceling an order

To provide flexibility, you have the ability to cancel orders that have not been accepted or processed yet. Orders can be canceled via Store > Orders & Returns > Order Management.

Orders that can be canceled will have one of these statuses:

Planning order
Pending acceptance
Backordered

To cancel an order, follow these steps:

Navigate to Store > Orders & Returns > Order Management from the main menu.
Under the Order status filter, select Planning order, Pending acceptance, and/or Backordered, then select Search.
Select the PO number of the order to open order details.

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Select Cancel order.

A popup window is displayed.

Provide a cancellation reason, then select Cancel order.

You have successfully canceled an order.

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.

Managing Order Now requests

Geotab 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.

The Geotab Marketplace Order Now program provides Partners with the ability to set custom pricing for Customers. As a Partner, you must approve a Marketplace Order Now request from a Customer before the order is processed. You also have the option to cancel the request.

Approving Marketplace Order Now requests

You will receive an email when a Customer submits an order with Order Now products.

To approve an Order Now request, follow these steps:

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.

Review the order details, then select Resume order.

The Redirection Notice popup is displayed.

Select Go to cart.

You are redirected to the Cart page.

Review the order, add or remove order items, and adjust the quantity of items as needed.
1. Add products — To add a product from the Products page to the order, select Return to Store. On the Products page, add product(s) to the cart, then select View cart.
2. Remove products — To remove a product from the order, select Remove under the product SKU. In the confirmation popup window, select Remove Solution to confirm the changes.
Select Proceed to checkout.
Complete the necessary steps (Order information, Shipping information, Product information, and more) on the Checkout page.
Once complete, select Place order.

You have successfully approved a Marketplace Order Now request.

Canceling Marketplace Order Now requests

You will receive an email when a Customer submits an order with Order Now products.

To reject and cancel an Order Now request, follow these steps:

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.

Review the order details, then select Cancel order.

A popup window is displayed.

Provide a cancellation reason, then select Cancel order.

You have successfully canceled a Marketplace Order Now request.

Submitting a Helpdesk support ticket for an order

To provide ongoing support, you have the ability to submit a Helpdesk ticket for any issues or inquiries you may have with a specific order directly from Order Management.

You can submit a Helpdesk ticket for a specific order with one of these statuses:

Ordered
Partially shipped
Shipped

To submit a support ticket for an order, follow these steps:

Navigate to Store > Orders & Returns > Order Management.
Under the Order status filter, select Ordered, Partially shipped, or Shipped, then select Search.
Select the PO number of the order to open order details.

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Select Submit support ticket.

The Submit New Ticket page is displayed. For detailed information on how to submit a ticket, refer to Submitting a helpdesk ticket for support.

Filter returns in Return Management

The Return Management page (Store > Orders & Returns > Return Management) is a single point of access for all return-related tasks, including managing return requests, and viewing active returns. Initiating a return allows you to send products back to Geotab for various reasons.

✱ NOTE: Return requests that have not been approved are archived, and Geotab will notify the requester by email.

Filter or search for returns

Use the following filter options to narrow the list of returns, then select Search.

Account — View returns under a specific Account number.
Search by Return number, Case number, or Partner reference — Search for returns with the return number (8+ characters), Case number (typically 6 digits), or Partner reference number.
Serial number — View a return with the specified serial number.
Current status — View returns with a specific current status:
1. Return request (pending approval) — Return request has been submitted, and is awaiting approval from Geotab.
2. Pending receipt — Return is approved, and Geotab is expecting the return of product(s).
3. Processing — Geotab has received the product(s).
4. Pending credit — Geotab has received and processed the return, and the return is pending credit.
5. Pending return — Geotab has fully processed the product(s).
6. Pending replacement order — Return is approved.
7. Pending transfer — Geotab has received the return, and the return is pending transfer between warehouses.
8. Replacement order complete — Partner has ordered replacement products.
9. Completed — Geotab receives, processes, and credits (if applicable) the return.
10. Canceled device(s) — Item has been removed from a return.
11. Expired — Geotab has not received devices within 90 days of approving the return.
Date Range — Select a start date, and end date. The selected date range will filter based on the requested return date, and approval date of returns.

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

Understanding the Return Management table

Once you select Search with the required filters, the table provides the following information.

✱ NOTE: Use Customize view to select which columns are displayed in the table. The customized table becomes the default for the Return Management page until you use Customize view again to reconfigure the columns.

Return Management table

Account — Displays the Account number associated with the return.
Return # — Displays the return number.
Database — Displays the database name associated with the return.
Current status — Displays the current status of the return.
1. Return request (pending approval) — Return request has been submitted, and is awaiting approval from Geotab.
2. Pending receipt — Return is approved, and Geotab is expecting the return of product(s).
3. Processing — Geotab has received the product(s).
4. Pending credit — Geotab has received and processed the return, and the return is pending credit.
5. Pending return — Geotab has fully processed the product(s).
6. Pending replacement order — Return is approved.
7. Pending transfer — Geotab has received the return, and the return is pending transfer between warehouses.
8. Replacement order complete — Partner has ordered replacement products.
9. Completed — Geotab receives, processes, and credits (if applicable) the return.
10. Canceled device(s) — Item has been removed from a return.
11. Expired — Geotab has not received devices within 90 days of approving the return.
Return type — Displays the type of return:
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), where you can return the product to Geotab for credit.
5. Sunset (Geotab-initiated) — A return for devices impacted by an impending wireless network sunset.
6. Proactive (Geotab-initiated) — A return for devices that Geotab detects have failed or are failing, and are not recoverable.
Requester — Displays Geotab or the email address of the requester.
Approver — Displays the email address of the approver at Geotab.
Case number — Displays the case number associated with the return.
Partner reference — Displays Partner-provided information used to identify a return.
Request date — Displays the date when the return was requested.
Approval date — Displays the date when the return was approved, if applicable.
Items in return — Displays the quantity of items in the return.

View details for a specific return — Overview

You can view additional information about a specific return by selecting the Return # from the list. The page refreshes to display detailed information about the selected return.

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✱ NOTE: If the return status is pending replacement order, select Create a replacement order for the selected return request. For more information about creating a replacement order, refer to Submitting a replacement order.

Return Information

A summary of the return is displayed when you view more return details:

Status — Displays the current status of the return.
1. Return request (pending approval) — Return request has been submitted, and is awaiting approval from Geotab.
2. Pending receipt — Return is approved, and Geotab is expecting the return of product(s).
3. Processing — Geotab has received the product(s).
4. Pending credit — Geotab has received and processed the return, and the return is pending credit.
5. Pending return — Geotab has fully processed the product(s).
6. Pending replacement order — Return is approved.
7. Pending transfer — Geotab has received the return, and the return is pending transfer between warehouses.
8. Replacement order complete — Partner has ordered replacement products.
9. Completed — Geotab receives, processes, and credits (if applicable) the return.
10. Canceled device(s) — Item has been removed from a return.
11. Expired — Geotab has not received devices within 90 days of approving the return.
Account — Displays the Account number associated with the return.
Return type — Displays the type of return:
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), where you can return the product to Geotab for credit.
5. Sunset (Geotab-initiated) — A return for devices impacted by an impending wireless network sunset.
6. Proactive (Geotab-initiated) — A return for devices that Geotab detects have failed or are failing, and are not recoverable.
Issue date — Displays the date the return request was submitted.
Requester — Displays Geotab or the email address of the requester.
Case number — Displays the case number associated with the return.
Partner reference — Displays Partner-provided information used to identify a return.
Items in return — Displays the quantity of items in the return.
Request comments — Displays comments in the return request, if applicable.

View details for a specific return — Devices

You can view additional information about a specific return by selecting the Return # from the list. The page refreshes to display detailed information about the selected return.

Included Devices

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

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

Serial number — Enter complete or partial serial number(s) to refine the table of included devices.
Database — Enter complete or partial database name(s) to refine the table of included devices.
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.

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The Included Devices table displays the following information.

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

Product — Displays the product code and serial number, if applicable.
Database name* — Displays the assigned database name for the device.
Item status — Displays the status for the individual item.
Quantity — Displays the quantity for the corresponding item.
Original PO number* — Displays the purchase order number for the item, when it was originally ordered.
PO number* — Displays the purchase order number for the replacement item.
Assigned address — Displays the assigned address associated with the order.
Original shipping address* — Displays the Customer’s address for the associated assigned item.
Passed inspection* — Displays Yes or No to indicate whether the item has passed a physical inspection.
Analysis results* — Displays notes about item faults recorded at the time of processing.
Return reason — Displays the reason for the return, provided by the user when they first submit a return request.
Warranty status — Displays the status of the device warranty.

Types of returns

Initiating a return allows you to send products back to Geotab for various reasons. Returns 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 a return for performance failures, investigation, or sales-related purposes.

Geotab-initiated returns

Proactive — A return for devices that Geotab detects have failed or are failing, and are not recoverable

Proactive Return numbers start with RP

Sunset — A return for devices impacted by an impending wireless network sunset

Sunset Return numbers start with RZ

Geotab will terminate devices 60 days after a Proactive return or Sunset return is issued. When returns are created by Geotab, you will receive email confirmations that include the device serial numbers and information about the impacted databases. To look up future termination dates, refer to the Pending change(s) column on the Device Management page.

Update your private email address for notifications

Geotab-initiated returns use the Partner’s private email address for notifications — found on the Support > Contact Info > Partner Contact Information page under the Private Email column. For a step-by-step guide, refer to Updating your contact information in MyAdmin.

After receiving an auto-generated return created for GO device(s) email, follow the steps in Submitting a replacement order to order a replacement device for a Customer using the Return Management page in MyAdmin.

✱ NOTE: All Partners are responsible for ordering replacement products under the Proactive Return Program, even if the Customer is enrolled in a Rate Plan with + Support.

Partner-initiated returns

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.

Investigate Return numbers start with RI

Repair — A non-standard return that must be pre-approved by the Geotab Returns team. Additional charges may apply.

Repair Return numbers start with RR

Sales — A return of an unused, unopened product (GO device, IOX, Beta hardware, Geotab-offered third-party device or harness), where you can return the product to Geotab for credit.

Sales Return numbers start with RS

✱ 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 your 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.

Warranty Return numbers start with RW

! IMPORTANT: For detailed information about the requirements for each return type, refer to Geotab Partner Policies.

Downloading a CSV report of returns

You can download a CSV report of returns to view or share with other people in your company.

To download a CSV report of returns, follow these steps:

1. Navigate to Store > Orders & Returns > Return Management.
2. Use the filters to refine the list of returns, then select Search.
3. Select Download, then select one of the following options:
4. 1. Download table view — Select this to download a report with only the selected or displayed columns.
  2. Download full report — Select this to download the full report with all columns.
  3. 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.
  4. Repair — A non-standard return that must be pre-approved by the Geotab Returns team. Additional charges may apply.
  5. Sales — A return of an unused, unopened product (GO device, IOX, Beta hardware, Geotab-offered third-party device or harness), where you can return the product to Geotab for credit.
  6. 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.
  To submit a return request, follow these steps:
5. 1. Navigate to Store > Orders & Returns > Return Management from the main menu, then select New return request.
  2. Under General, enter the Account name, then select an option from the Return Request Type dropdown.
  3. Enter the Related Ticket Number.
  4. If you selected Repair as the Return Request Type, select a Shipping address from the dropdown.
  5. Select Next.
  Products and Summary
6. Navigate to Store > Shipping > Partner Fulfillment.
7. Use the filters to refine the list of fulfillment orders.
8. Select Download.
A CSV file is downloaded to your computer.
Marketplace Solutions
Filter for specific Marketplace solutions
Geotab Marketplace is an online ecosystem of integrated, fleet-focused software and hardware solutions created by Geotab or by third-party Partners. Marketplace Solutions can be accessed via Store > Marketplace Solutions and allows Partners to manage solutions available to their Customers on the Marketplace website.
To narrow the list of solutions, select Filter, then toggle the following filter options. Select Apply to apply the filters.

Disabled Solutions — View solutions that are not visible in the Geotab Marketplace.
Order Now Solutions — View solutions that have Order Now badge in the Geotab Marketplace.
Geotab — View solutions offered by Geotab.
Third Party — View products offered by third-party partners.
Hardware Solutions — View hardware solutions only, including “hybrid” solutions that have both hardware and software components.
Software Solutions — View software solutions only.

Understanding the Marketplace Solutions table

Geotab Marketplace is an online ecosystem of integrated, fleet-focused software and hardware solutions created by Geotab or by third-party Partners. Marketplace Solutions can be accessed via Store > Marketplace Solutions and allows Partners to manage solutions available to their Customers on the Marketplace website.

Use the available filters to narrow the list of Marketplace solutions. The Marketplace Solutions table provides the following information.

Marketplace Solutions table

Solution — Displays the name of the solution.
Product code — Displays the SKU code used to identify the product.
Marketplace Partner name — Displays the name of the solution provider.
Description — Displays a description of the solution functionality.
Billing type — Indicates the type of billing (for example, one-time, monthly recurring, or one-time & monthly recurring payment).
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).
Monthly cost for Partners — Displays the price the Partner is billed for software solutions (a monthly payment to use the software solution).
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.
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.
Currency — Displays the currency of the price.
Order Now enabled — Indicates whether the solution is part of the Order Now program. The Order Now program provides Partners with the ability to set custom pricing for Customers. Custom pricing can only be applied to products that are Order Now-enabled in the Marketplace.

Order Now Enabled column indicates:

1. Green — Product is Order Now-enabled. You can set custom pricing for Customers.
2. 1. Red — Product is not Order Now-enabled. You cannot set custom pricing for Customers.
Solution available in Marketplace — Indicates whether the solution is visible in the Geotab Marketplace.

Showing or hiding Marketplace solutions

As a Partner, you can enable or disable solutions in the Marketplace. Enabling a solution will show the solution, and disabling a solution will hide the solution for your Customers (if they’re logged in).

To show or hide a Marketplace solution for your Customers, follow these steps:

Navigate to Store > Marketplace Solutions from the main menu.
Use filters to narrow the list of solutions.
Click or tap on a solution in the table, then select Enable/Disable.

The Configure popup is displayed.

To configure at an account level, select one of the following options under Account:
1. Disable Solution — Select this option to hide this solution in Marketplace for all databases.
2. Disable Order Now — Select this option to disable Order Now for this solution (cannot be ordered) across all databases.
To configure at a database level, enter a database name under Database Level, then select one of the following options:
1. Disable Solution — Select this option to hide this solution for the specified database.
2. Disable Order Now — Select this option to disable Order Now for the specified database.

Disabled solutions for the specified databases(s) will be displayed in the table.

You have successfully enabled or disabled a Marketplace solution.

Understanding the Marketplace Solution Pricing table

The Geotab Marketplace Order Now program provides Partners with the ability to set custom pricing for Customers. If no custom pricing is set for a Marketplace Solution by the Partner, Geotab displays the default MSRP price set by Geotab.

To modify the price of a Marketplace solution, go to Marketplace Solutions page (Store > Marketplace Solutions), select a solution, then select Edit Solution Pricing. This leads to a page with the Solution Pricing Table.

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This table displays the following information.

Account — Displays the name of the primary account or secondary account.
Database — Displays the name of the database.
Active — Indicates whether the database is active or inactive.
1. true — The database is active
2. false — The database is inactive
Pricing type — Displays whether the product pricing is the original default hardware price, parent account default price, secondary account default price, or customized price.
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.
Last Updated — Displays when the pricing was last modified.
One-time price — Displays the price of the hardware solution (for specific solutions).
Monthly price — Displays the price of the software solution (for specific solutions).
Currency — Displays the currency of the price.
Pricing Analysis (%) — Displays the difference between the customized hardware price and default hardware price as a percentage.

For step-by-step instructions to set a custom price for a solution, refer to Setting a custom price for a Marketplace solution.

Setting a custom price for a Marketplace solution

To set a custom price for a Marketplace solution, follow these steps:

Navigate to Store > Marketplace Solutions.
Use filters to narrow the list of solutions.
Click or tap on a solution in the table, then select Edit Solution Pricing.

A new page is displayed, showing the following information and a list of active databases that are eligible to purchase this solution.

1. Primary account — Displays the primary account.
2. Product name — Displays the product name and code.
3. Hardware Default Price — Displays the default price (in USD) for Customers in the Marketplace, if no custom price is set.
Select the databases for which you want to modify the prices, then select Bulk Edit.
Ensure the Set Pricing option is selected, then enter a price under the One-time override price field.
Select Next.

A summary of your changes is displayed.

Select Confirm to update the pricing.

You have successfully set a custom price for a Marketplace solution.

Devices

Device Management

Before installing a device – Important information

Before you install and activate a GO device in your Customer’s asset, here are some things you should know.

Best practices

A device should be added to the MyGeotab database prior to installation. Until the device has been added to MyGeotab, a Customer will not be able to view any asset data, and they will not be able to activate the Wi-Fi hotspot (if applicable), even if the device was successfully installed in the asset.

Additionally, if the device is not added to MyGeotab before the device activates (either via installation or auto-activation), the device will automatically be put on the GO Plan.

Filter devices in Device Management

The Device Management page (Devices > Device Management) is a single point of access for all device administration-related tasks, including managing device information, registering third-party devices, viewing device installation history, and more.

Filter or search for devices

Use the following filter options to narrow the list of devices. The table is updated in real-time.

Account — View devices under a specific account.
Serial number — View a list of devices with the specified serial numbers. Enter one or multiple search entries in the filter dropdown.
Customer — View a list of devices assigned to a specific Customer. For more information on how to assign a device to a Customer, refer to Assigning a device to a Customer.
Device status — View a list of devices based on the selected Device Plan:
1. All Rate Plans: Includes all devices in the system.
2. No Rate Plans assigned: Includes devices that haven’t been activated yet or were left unassigned at the time of purchase.
3. Non-terminated devices only: Includes all devices that have not been terminated.
4. Device Plans (GO, Asset, Suspend, terminated devices, and more)
Primary database — View a list of devices owned by a specific primary database.

Additional filtering options are also available by selecting More filters:

VIN — View a list of devices with the specified VINs in the table. Enter one or multiple search entries in the filter dropdown.
SIM — View a list of devices with the specified SIM number(s) in the table. Enter up to 2000 SIM numbers in the filter dropdown.
IMEI — View a list of devices with the specified IMEI number(s) in the table. Enter up to 2000 IMEI numbers in the filter dropdown.
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.

✱ NOTE: Geotab advises Partners to investigate inactive devices to determine if they should be terminated, returned, or activated by the Customer.

Only show unregistered devices — View a list of devices that have not yet been added to the MyGeotab database.
Rate Plan code — View a list of devices associated with a specific Rate Plan code.
Days since last communication — View a list of devices that have not communicated for a certain number of days to identify assets that may need attention and resolve potential issues. Select the Never communicated option to search for devices that have never communicated.

✱ NOTE: Device communication information is only available in the Device Management report — exported as a CSV file from the Device Management page.

Product code — View a list of devices by GO device version number (for example, GO8, GO9, and so on).
Purchase order — View a list of devices associated with a specific Purchase Order (PO) number.
Partner Customer ID — View a list of devices associated with a specific Partner Customer ID.
Comments — View a list of devices that have the specified keywords in the Comments field.

Understanding the Device Management table

The Device Management page (Devices > Device Management) is a single point of access for all device-related tasks, including managing device information, registering third-party devices, viewing installation history, and more.

The Device Management table updates in real-time as you modify filters.

Serial number — Displays the device serial number.
Customer — Displays the Customer’s company and contact name.
Account — Displays the account that owns the device.
Active billing plan — Indicates the device billing status.
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.
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.

Auto-activated — Displays one of the following values:
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.
Warranty status — Displays the status of the device warranty.
VIN — Displays the associated vehicle identification number (VIN).
Product code — Displays the SKU code used to identify the product.
Device type — Displays the type of device (GO, Asset Tracker, Third Party Device, External Vendor Device)
First connect date — Displays the date the device communicated for the first time.
Pending change(s) — Displays Rate Plan change requests that have been made to the device contract, which creates a Device Contract Auto Request, as well as future device activation, and termination dates (including Proactive returns). If there are no pending Rate Plan changes, the column remains blank.
Primary database — Displays the MyGeotab database linked or associated with the device.

✱ NOTE: Only one primary database can be associated with any device.

Shared database(s) — Displays the MyGeotab database that is receiving telematics data shared by a Primary database.
Rate Plan code — Displays the Rate Plan promo code applied to the device.
Rate Plan code expiration date — Displays the date the Rate Plan promo code expires.
Client GUID — Displays the Global Unique Identifier (GUID) for the primary database.
Termination date — Displays the date the device was terminated.
Date added to database — Displays the date the device was added to the MyGeotab database.
Assigned SIM card — Displays the SIM card number assigned to each device. Geotab receives information about the SIM card status from carriers.
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.
SIM type — Displays the type of SIM that the device is using:
1. eSIM – Embedded SIM in the device
2. Sim – Physical SIM card in the device
Comments — Displays comments or additional information about the device. Comments can be added or edited in the side panel for devices.
IMEI — Displays unique device identifiers used by carriers and manufacturers to identify specific devices.

✱ NOTE: 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.

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.
Current firmware version — Displays the firmware version currently on the device.
Pending firmware version — Displays whether there is a pending request to update the firmware on the device.
Firmware channel — Displays the firmware channel to which the device is subscribed.
Assigned PO number — Displays the Purchase Order (PO) number, assigned at the time of purchase or when registering third-party devices.
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.
Partner Customer ID — Displays the unique identifier or account number Partners use for their Customers.
Contract start date — Displays the date the device contract starts, which reflects the same date as Billing Start Date, unless a device was transferred from another Account. If a device is not on a contract, the column remains blank.
Contract end date — Displays the date the device contract ends. If the device is not on a contract, the column remains blank.
Disabled services — Displays the parameters that are disabled for the device.
Connected peripherals — Displays additional billable services (harnesses or IOX devices) used in combination with the GO device.
Last connect date — Displays the date the device last communicated.
Last known SIM card — Displays the SIM number to which the device was last assigned.

View details for a specific device

You can view additional information about a specific device by selecting the device’s serial number. The page refreshes to display detailed information about the selected device.

Details

The Details tab provides the following information:

Status — Displays the device’s current billing status:
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.
Last GPS Record — Displays when the last valid GPS record occurred.
Last Engine Record — Displays when the last engine record occurred.
Last Device Communication — Displays when the device last communicated.

Device Details

The Device Details section (under the Details tab) provides the same details as the Device Management table. Additionally, the following information is displayed:

Active return — Displays the return number if the device is in an active return request.
Detected protocol — Displays the communication protocol (how the device communicates with the asset) to gather data such as location, speed, trip distance and time, engine idling and more, if applicable.
Detected harness — Displays the harness connected to the device, if applicable.

Timeline

The Timeline tab allows you to view a list of activities for the device. Use the Activity filter dropdown to select the type of events you want to view.

None — Displays all events for this device.
Audit Device Log — Displays logs received from devices.
Audit Log — Displays changes made from the MyAdmin UI (gateway related).
Contract Billing — Displays billing charges and records.
Device Admin Request Processed — Displays device changes completed from MyAdmin such as changes to customer, database, and comments.

✱ NOTE: Errors with processing these changes will also be displayed.

Device Admin Request Submitted — Displays device changes completed from Myadmin such as changes to customer, database, comments. Changes that are not processed yet will display in this filter.
Device Allocation — Displays records when a device was assigned to an Account.
Device Contract — Displays records for when a contract was created.
Device Plan Change — Displays Device Plan change records.
Device Plan Request — Displays Device Plan request records.
Device Return — Displays records relating to a device in a return.
Device Termination — Displays records for device termination.
Last Device Communication — Displays records showing when a device most recently communicated.

The table displays the following information based on the selected Activity filter:

Activity — Displays the name of the event.
Status — Displays the type of event that occurs to the device (ActivationEvent or SingleEvent).
Owner — Displays the account that owns the device, and is only populated if a device change impacts the Account ownership.
Date — Displays the date the event occurred.
Trigger — Displays the email address of the person that triggered the event.

Submitting a return request via Device Management

Partners may request a return for performance failures, investigation, or sales-related purposes. For more information about return types, refer to Types of returns.

As a Partner, you must have the RMARequestCreate role to submit a return request for a device directly from Device Management.

To submit a return request via Device Management, follow these steps:

Navigate to Devices > Device Management from the main menu.
Use the filter options, as required, to narrow the search results.

The table displays search results in real-time.

Select a device serial number to edit the device information.

The page refreshes to display detailed information about the device.

Under the Details tab, select Submit for return.

The New Return Request page is displayed.

New return request

Under General, enter the Account name, then select an option from the Return Request Type dropdown.

Corresponding fields are displayed depending on the Return Request Type selected.

Enter the Related Ticket Number.

✱ NOTE: If the return is a Sales Return, leave the Related Ticket Number field blank. If necessary, enter the Partner reference, the Bcc Email Address, and any Request comments related to the return.

For more information about return request types, refer to the Geotab Partner Policies.

If you selected Repair as the Return Request Type, select a shipping address from the dropdown.
Select Next.

Products and Summary

Under Products, select an option from the Product Type dropdown.
Enter the quantity of device(s), the device serial number (for GO devices only), and the Product / SKU.
(optional) To return multiple devices at one time, select Bulk Entry Form, enter the device serial numbers on separate lines in the popup window, then select Ok.

✱ NOTE: The return device limit for the Bulk Entry Form is 5,000 devices. Please allow time for the system to process large bulk return requests. It may take a couple of minutes to complete a large request.

Select Add Products.

The table refreshes to display the products added to the return.

In the table, enter a Return reason for each product. For Sales Returns, select a reason from the dropdown menu.

✱ NOTE: If each item shares the same return reason, select the Copy icon to copy the reason to each item.

Select Next to continue, or Cancel to abort the request and return to the Return Management page.
Under Summary, review the return information, then select Submit.

You have successfully submitted a return request.

Assigning a device to a Customer

You may want to assign a device or change device ownership for the following reasons:

Device assignment — Assign a Customer to an unassigned device
Transfer device to another Customer — If you have a Customer that is no longer using a device, you can change the device ownership and transfer it to another Customer.

! IMPORTANT: When editing a device, you must save your changes before switching to another tab.

To assign a device or change the ownership of this device to another Customer, follow these steps:

Navigate to Devices > Device Management from the main menu.
Use the filter options, as required, to narrow the search results.

The table displays search results in real-time.

Select a device serial number to edit the device information.

The page refreshes to display detailed information about the device.

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Under the Details tab, use Select to choose the Customer who will be assigned this device.

The Select Customer popup is displayed.

Use Select to confirm your Customer selection, then select Save.

You have successfully changed the ownership of this device.

Changing the Primary/Shared Database for a device

Data Sharing is a secured data sharing technology that allows users to connect and collaborate with trusted business partners by sharing their telematics data to other MyGeotab users.

For example, with Data Sharing, users can share safety and performance-driven data to insurance providers to save on coverage, or engine diagnostic data with maintenance providers to save on repairs. For more information, refer to the Data Sharing Partner Guide.

Definitions

Primary Database — The Primary Database from which the telematics data is being shared to a Shared Database.
Shared Database — The database receiving telematics data shared by a Primary Database.

✱ NOTE: Only one Primary Database can be associated with any device.

Changing the Primary or Shared Database in Device Management

To change the primary and/or shared database for a device, follow these steps:

Navigate to Devices > Device Management from the main menu.
Use the filter options, as required, to narrow the search results.

The table displays search results in real-time.

Select a device serial number to edit the device information.

The page refreshes to display detailed information about the device.

Under the Details tab, update the following as required:
1. Edit the Primary database field. Only one Primary Database can be associated with any device.
2. Edit the Shared database(s) field. More than one Shared database can be associated with a device.
Select Save.

You have successfully changed the Primary or Shared Database for a device.

Rate Plans in Device Management

Geotab offers different Rate Plans that provide your fleet with a range of features and capabilities. From essential tracking to comprehensive compliance and advanced data insights, each plan is designed to meet your specific fleet management needs.

You can 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, and so on).

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.

Post-activation modes

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).
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.
Restore — Restore mode is available for suspended GO devices, and it places devices on the plans they were on prior to being suspended.

! 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 $25.00 USD.

Changing or terminating the Rate Plan for a device

Rate Plans are automatically assigned to non-GO devices at checkout, so you only need to manage Rate Plans for GO devices.

To change or terminate the Rate Plan for a device, follow these steps:

Navigate to Devices > Device Management from the main menu.
Use the filter options, as required, to narrow the search results.

The table displays search results in real-time.

Select a device serial number to edit the device information.

The page refreshes to display detailed information about the device.

Under the Details tab, select one of the following options:
1. Change a Rate Plan – Select Change Device Plan under Device Management, then select a device plan.
2. Terminate a Rate Plan – Select Terminate under Device Management.
Select Save to request the change.

Your request to change this device’s Rate Plan is now being processed.

✱ NOTE: This request will be displayed in the Pending change(s) column on the Device Management page.

Terminating a device – Impact on Data Sharing

When you terminate a device in Device Management or via the API, Data Sharing subscriptions for the device will be automatically terminated.

Registering a third-party device

Third-party devices are non-Geotab devices that you can add and manage through MyAdmin.

To register a third-party device, follow these steps:

Navigate to Devices > Device Management from the main menu.
Select Register third-party device.

The Register Third-Party Device popup is displayed.

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Use Select to choose the Customer who will be assigned this device.
Enter the number of third-party devices that will be assigned.
Use the Product Code dropdown to select the third-party device you want to register.
If applicable, enter a Promo Code and PO number, then select Register.

You have successfully registered a third-party device.

A CSV file with a list of serial numbers registered is queued for download on the Downloads page.

Reactivating a terminated 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 these steps:

Navigate to Store > Products from the main menu.
Add the XXX-REACTIVATE product (located under Services) to your cart.

✱ NOTE: The XXX-REACTIVATE product is $25.00 USD per device (plus applicable taxes).

Select View cart, then Proceed to checkout.
Under the Order Information step, enter the serial number for the device(s) that requires reactivation in the Order comments field.

✱ NOTE: Ensure the number of serial numbers matches the quantity of XXX-REACTIVATE products in the order.

Under the Shipping information step, select Do Not Ship (Local Pickup Only - Canada) as the shipping address. This prevents any shipping charges from being applied.
Complete the remaining steps in the checkout process and place the order.
Once complete, submit a Helpdesk ticket to facilitate the reactivation process.

! IMPORTANT: 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.

Managing Data Sharing for multiple devices

Data Sharing allows users to collaborate with trusted business partners by sharing their telematics data to other MyGeotab databases. For example, as a rental company, I can share data to a client who is renting from me to ensure they have their telematics in their database.

In Device Management, you can activate or disable Data Sharing for multiple devices at once.

To bulk share or unshare devices, follow these steps:

Navigate to Devices > Device Management from the main menu.
Select two or more devices, then select Bulk edit.

The Bulk Edit page is displayed.

On the Bulk Edit page, navigate to the Manage devices tab.
Under the Ownership section, enter the Primary database.
Select Share or Unshare.
Enter the Shared database(s), then select Save.

You have successfully activated or disabled Data Sharing in bulk for the selected devices.

Downloading a CSV report with device data

You can download a CSV report of devices to view or share with other people in your company.

To download a report of devices, follow these steps:

Navigate to Devices > Device Management from the main menu.
Use the filter options, as required, to narrow the search results.

The table displays search results in real-time.

Select Download.
1. Download table view — Select this to download a report with only the selected or displayed columns, in the same order as seen in the user interface.
2. Download full report — Select this to download the full report with all columns. The columns are arranged in a predetermined order.

You will receive an email when the CSV report is ready for download in MyAdmin.

Updating to latest beta firmware version

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:

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.
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.
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.

Configuring the firmware channel for a device

To test new features and fixes in the latest beta firmware, you must configure the firmware channel for the device.

! IMPORTANT: When editing a device, you must save your changes before switching to another tab.

To configure the firmware channel for a device, follow these steps:

Navigate to Devices > Device Management from the main menu.
Use the filter options, as required, to narrow the search results.

The table displays search results in real-time.

Select a device serial number to edit the device information.

The page refreshes to display detailed information about the device.

Under the Details tab, select an option in the Firmware channel dropdown.

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Use the calendar icon to select an Expiry date.
(optional) Select the Notify customer of firmware change option if you want your Customer to receive a one-time email notification about this change.
Select Save.

You have successfully configured the firmware channel for this device.

Daily emails about device activation

Once a day, MyAdmin users that have enabled notifications will receive an email regarding the activations and Rate Plan changes for the day. To receive daily emails about device activation, you must have the Activation_Notification role.

For more information about email notifications, refer to Emails by MyAdmin.

Activation History

About Activation History

The Device Contract Request History page (Devices > Activation History) provides information about changes to a device contract, including the original activation details of the unit upon installation.

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By default, devices are shipped in an activation-ready state, which means that the device is prepared to send live data at the time of the installation. You do not need to perform a second step to activate a device. In addition, the Device Plan is also active for billing as soon as the data is sent.

For more detailed information about device auto-activation, refer to the Geotab Partner Policies document.

Filter or search for devices

Use the following filter options to view the activation history for a device, then select Look up.

Account — View the activation history for devices under the specified account.
Period — View the activation history for devices activated within the selected time period.
Plan Filter — View the activation history for devices under the specified Rate Plan.
Advanced Options — Use these additional filters to further narrow the search results:
1. Customer Filter — View activation history for devices assigned to the specified Customer.
2. Serial # Filter — View activation history for devices with the specified serial number.
3. IMEI — View activation history for devices with the specified IMEI number.
4. 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 that was requested by the user.
  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 SKU code used to identify the product.
  16. Assigned PO — Displays the Geotab-assigned purchase order number.
  Reviewing changes to a device contract
  The Device Contract Request History page (Devices > Activation History) provides information about changes to a device contract, including the original activation details of the unit upon installation.
  To review changes made to a device contract, follow these steps:
The page refreshes to display changes for device contracts under the specified account and selected filters.
Adding comments to a specific device contract change
You may want to add comments or notes to a specific device to provide context or as general documentation.
To add a comment to a specific device from the Device Contract Request History page, follow these steps:

Double-click on the row with the specific device contract change.

The Device Info popup window is displayed.

In the Comments field, enter any applicable comments or notes, then select Save.

You have successfully added a note for the selected device.

Downloading a CSV report with device changes

You can download a CSV report with device activation history to view or share with other people in your company.

To download a report of your devices, follow these steps:

Navigate to Devices > Activation History from the main menu.
Use the filter options, as required, to look up devices.
Select Export Table.

A CSV file is downloaded to your computer.

Data Sharing Center

About Data Sharing Center

Data Sharing is a secured data sharing technology that allows users to connect and collaborate with trusted business partners by sharing their telematics data to other MyGeotab users. For example, with Data Sharing, users can share safety and performance-driven data to insurance providers to save on coverage, or engine diagnostic data with maintenance providers to save on repairs.

Data Sharing starts with a transaction between two MyGeotab users: a user from the Primary Database who makes a request to share telematics services to a user from a Shared Database who accepts or rejects the request based on the needs of their business. For more detailed information, refer to the Data Sharing Partner Guide.

The Data Sharing Center page (Devices > Data Sharing Center) functions as a single point of access for all Data Sharing-related activities, and displays a list of devices that share GO device data between multiple databases.

Filter or search for a device

The Data Sharing 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 select Search:

ERP Account — View devices under the specified account.
Serial number (up to 500) — View information for a specific GO device, or for multiple GO devices (up to 500). Use a comma or line break (Enter) to separate multiple entries.
Database — View devices that belong to the specified database.
Status — View devices based on the selected statuses: All, Pending, Active, Rejected, Terminated, Error, and Cancelled.

For additional filters, select the Filters icon:

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

Understanding the Data Sharing Center table

Once you select Search with the required filters, the page refreshes to display a table with the following information.

Serial number (up to 500) — Displays the serial number of the GO device that has shared telematics data to the Shared Database.
Database — Displays the name of the Shared Database.
Status — Indicates the status of the Data Sharing request (Active, Pending, Rejected, Terminated, Error, or Cancelled).
Last Updated — Displays the date the data sharing settings were last updated.
Stream Plan — Displays the Rate Plan of the GO device that belongs to the Primary Database.
Service ID — Displays the identification number for the service.

Installation

Installation Services

About Installation Services

Installation Services allows you to manage installation and service verifications for devices, as well as manage Installers that can perform these services.

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Types of installation services

New installation — Installers can verify that they installed a new device to an asset.
Remove device — Installers can verify that they removed a device from an asset.
Swap devices — Installers can verify that they swapped a device in an asset. This includes removing an old device, and installing a new one to replace it.
Service device — Installers can verify that they serviced a device for different reasons, such as device issues, harness and/or wiring issue, IOX cable issue, and more.

Installers can learn more about Installation Services and detailed step-by-step instructions in the MyInstall User Guide.

Types of installers

Installation Services allows you to manage installation and service verifications for devices, as well as manage Installers that can perform these services.

Types of installers

There are three types of installers that can verify these installation services. Here’s how they differ and where they verify installation and services:

Geotab Authorized Installer — Geotab Authorized Installers are carefully vetted by Geotab, and possess a high level of technical knowledge about Geotab products. Geotab Authorized Installers verify installation services through MyAdmin. To become a Geotab Authorized Installer, Installers must apply and pass the Installer Certification Test.

Become a Geotab Authorized Installer

1. If there is no associated work order, go to Installation > Installation Services to start the process.
2. If there is a work order, go to Installation > Work Orders to start the process.
Partner Installer — Partner Installers are Installers hired by the Partner. These Installers need to be added as a MyAdmin user to verify installation services through MyAdmin via Installation Services.
Public Installer — Public Installers do not need any credentials to verify installation services. They verify installation services through install.geotab.com.

Installers can learn more about Installation Services and detailed step-by-step instructions in the MyInstall User Guide.

Work Orders

Using work orders for Geotab Authorized Installers

Installation Services allows you to manage installation and service verifications for devices, as well as manage Installers that can perform these services.

Work orders

✱ NOTE: Work orders are applicable to Geotab Authorized Installers only.

Work orders are created by Geotab and assigned to Geotab Authorized Installers via the Work Orders page (Installation > Work Orders).

Each work order includes the following information:

Company name and address — The company for which the Installer is performing services.
Work order number — A unique ID for the work order.
Contact name and phone number — The name and phone number of the company contact that requested the installation or service.
Type of service requested — Indicates the type of service requested (installation, removal, add-on, and more)

From this page, Geotab Authorized Installers can verify the service by selecting New Installation, Remove Device, Swap Devices, or Service Device. For detailed step-by-step instructions on verifying an installation or service, refer to the MyInstall User Guide.

Finding a work order

To find a specific work order, use the search bar by typing a company name or address on the Work Orders page (Installation > Work Orders). Results are updated in real-time.

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Click or tap on the work order to view additional information.

You have the option to view the location on the map by tapping the address, and starting a call by tapping the telephone number.

Installation Reports

Tracking installation and service verifications

Installation Services allows you to manage installation and service verifications for devices, as well as manage Installers that can perform these services.

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Filter or search for verified installation or services

You can view details of the installations and services verified on the Installation Reports page (Installation > Installation Reports).

Use the following filters to narrow the list of installation and services, then select Search:

From date and To date — View verified installation and services within the specified date range.
Search by serial number or vehicle name — View verified installation and services for a specific device serial number, or vehicle name.
Installer company — View verified installation and services for the specified Installer company.
Account — View verified installation and services under the specified Account.
Database — View verified installation and services under the specified MyGeotab database.
Work order reference — View verified installation and services for a work order.
PO number — View verified installation and services with the specified Purchase Order number.

Understanding the Installation Reports table

Once you select Search with the required filters, the page refreshes to display a table with the following information.

Serial Number — Displays the device serial number.
Date — Displays the date when the service was performed.
Service performed — Displays the service performed:
1. Installation (public) — Public Installer verified a device installation to an asset.
2. New Installation — Geotab Authorized Installer or Partner Installer verified a device installation to an asset.
3. Swap — Installer verified a device swap in an asset.
4. Removal — Installer verified a device removal from an asset.
5. Service — Installer verified a service performed due to a malfunction (such as device issue, harness and/or wiring issue, IOX cable issue, and more).
Status — Displays one of the following communication statuses for the device:
1. PASS — The device has successfully communicated with the network in the last 24 hours (GO device) or 75 hours (GO Anywhere).
2. FAIL — The device has not communicated with the network in the last 24 hours (GO device) or 75 hours (GO Anywhere).
3. Removed — The device has been removed from the asset.
Vehicle name — Displays the vehicle name.
Vehicle details — Displays the make, model, and year of the vehicle.
Installer — Displays the email address of the Installer.
Installer company — Displays the Installer company name.
Photos — Displays the number of photos uploaded for the verification.

Downloading installation reports

Installation Services allows you to manage installation and service verifications for devices, as well as manage Installers that can perform these services.

You can download a CSV report of installation and service verifications to view or share with other people in your company.

To download a CSV report of orders, follow these steps:

Navigate to Installation > Installation Reports from the main menu.
Use the filters to refine the list of orders, then select Search.
Select Download.

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A CSV file is downloaded to your computer.

Installation Admin

Adding or removing Partner Installers

Installation Admin allows you to add and remove existing Partner Installers from your account. Partner Installers are Installers that your company hires. By adding them to your account, you are giving them access to use MyAdmin to verify installations for your account.

✱ NOTE: You must add the Partner Installer as a user via User Management first, then associate them with your account via Installation Admin.

Creating a new Partner Installer

To add a Partner Installer as a user to MyAdmin, navigate to Configurations > User Management. Make sure you select Installer as the user type.

For detailed step-by-step instructions to add a user in User Management, refer to Adding or reactivating users in MyAdmin.

Associating a new or existing Partner Installer to your account

After adding the Partner Installer, you must now associate them with your account. You can also associate an existing Partner Installer to your account.

This allows them to verify installations for your account directly in MyAdmin.

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To add associate a new or existing Partner Installer to your account, follow these steps:

Navigate to Installation > Installation Admin.
Select Add Installer.

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Enter the installer’s email address, then select OK.

The Installer is now added to your account.

Removing a Partner Installer

If you are no longer working with a Partner Installer, you can remove them from your account.

To remove a Partner Installer to your account, follow these steps:

Navigate to Installation > Installation Admin from the main menu.
Select the Partner Installer’s email address in the list, then select Remove Installer.

The Remove Installer popup is displayed.

Select Yes to remove the Partner Installer from your account.

The Partner Installer has been removed from your account.

Customers

Customer Admin

Managing Customer contact information

The Customer Admin page (Customers > Customer Admin) is a dedicated area to view and manage Customer contact information.

Managing your Customer contact information helps you ship products to the right destination. When you order products from the Products page, you are able to select Customers you added in Customer Admin.

Filter or search for Customers

To view a list of all your Customers, enter the Account number, then select Search. You can also enter the Customer’s name in Search to find a specific Customer.

The table displays the following information:

Name — Displays the name of the Customer.
Company — Displays the company name of the Customer.
Contact Email — Displays the email address of the Customer.
Telephone — Displays the phone number of the Customer.
Address — Displays the company address of the Customer.
Active — Displays the active status of the Customer.
Map — Links to the location of the company address on a map.

Adding Customer contact information

To add a Customer’s contact information to MyAdmin, follow these steps:

Navigate to Customers > Customer Admin from the main menu.
Select New.
Under the General step, enter the required information.
In the Company field, select an existing company from the dropdown or enter a new company name, then select Add.
(optional) 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 is displayed during the order checkout process. If addresses are frequently used, mark them as Active.

Select Next.

The Address step is displayed.

Under the Address step, enter the required information.
Once complete, select Validate 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. For a list of countries that have address validation, refer to Using address validation in MyAdmin for accurate shipping.

Select Next .

The Summary step is displayed.

Under the Summary step, review the contact information and, if adjustments are required, select the edit icon for the step.
Select Submit.

You have successfully added a Customer’s contact information to MyAdmin.

Editing 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 an existing Customer’s contact information, follow these steps:

Navigate to Customers > Customer Admin from the main menu.
Enter the Account number, then select Search.
Select a Customer from the list, then select Edit.
Under the General tab, view and edit basic contact information about the Customer.
Select Submit button to finish making edits. To make additional changes, continue to the Address tab.
Under the Address tab, make any necessary changes to the address information.
Select Submit to finish making edits.

You have successfully edited an existing Customer’s contact information.

Override address validation for Customer contacts

MyAdmin has an address validation feature that checks the accuracy of a street address to ensure it’s recognized by postal services.

In MyAdmin, we have address validation when you’re checking out from the Products page, and in Customer Admin. This prevents errors and delays in the shipping process. However, sometimes the address validation feature may not recognize a valid address for various reasons (address is in a new development, rural areas, recent changes, and so on).

As an Administrator, you can add the Contact-Override role to a user. This allows that user to override address validation during the ordering process. For more information about roles, refer to MyAdmin Roles.

To learn how to add a role to a user in User Admin, refer to Adding or reactivating users in MyAdmin.

Using address validation for accurate shipping

MyAdmin has an address validation feature that checks the accuracy of a street address to ensure it’s recognized by postal services.

In MyAdmin, we have address validation when you’re checking out from the Products page, and in Customer Admin. This prevents errors and delays in the shipping process.

We are working to ensure addresses in any country can be validated. Currently, we only support the following countries for address validation:

North America

Canada
United States

Europe

Austria
Belgium
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Italy
Netherlands
Norway
Portugal
Spain
Sweden
Switzerland
United Kingdom

Billing

Monthly Bills

View monthly billing summary for subscriptions

View your monthly billing on the Monthly Bills page (Billing > Monthly Bills). This page displays the monthly billing summary for all devices in your account by region, as well as Marketplace solutions.

To view the monthly billing summary by region, use the following search options, then select Look Up:

Account — View monthly billing information for the specified account.
Billing Period — View monthly billing information for the selected month.

Advanced Options:

Plan Type Filter — View monthly billing information based on the selected plan type: All Plan Types, Garmin, Hours of Service, Live, Marketplace Add-on, Rental, Satellite, and Support.
Customer Filter — View monthly billing information for a specified Customer.

Once you select Look Up, a table with the following information for each subscription is displayed:

Cost Region — Displays the regional pricing policy used to calculate the cost.
Plan Name — Displays the name of the Rate Plan and the calculation to convert to the account currency.
Device Plan — Displays the Device Plan of the device, if applicable.
Total Billed Items — Displays total prorated quantity to be billed.
Cost — Displays the total cost for the month.

✱ NOTE: Any plans 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 download a detailed monthly billing report

You can also view more detailed monthly billing reports. There are two types of reports you can view and download:

Detailed billing report by device — This report shows a detailed billing breakdown for all devices in your account. Each record represents a unique device.
Detailed billing report by database — This report shows a detailed billing breakdown for all databases with the associated Marketplace plan. Each record represents a unique database.

Viewing and downloading a detailed billing report by device

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This report shows a detailed billing breakdown for all devices in your account. In this report, each record represents a unique device.

The table (below the billing summary) provides the following information:

Billing Info — Displays the name of the Rate Plan.
Device — Displays the device serial number.
Account — Displays the account number associated with the subscription.
Database Billed — Displays the database associated with the billing line item.
SIM Card — Displays the SIM card number associated with the device.
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.
VIN — Displays the Vehicle Identification Number (VIN) of the vehicle that the device is installed in.
Assigned PO — Displays the Purchase Order (PO) number, assigned at the time of purchase.
Customer — Displays the name of the Customer to whom the device is assigned.
Active Since — Displays the date the subscription was activated.
Bill Days — Displays the (prorated) number of days billed for the subscription.
Cost — Shows the monthly fee per device.
Rate Plan Code — Displays the promo code applied to the device.
Rate Plan Code Expiration Date — Displays the date the promo code expires.
Cost Region — Displays the regional pricing applied to the billing plan.
Comments — Displays any comments.

Viewing and downloading a detailed billing report by database

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This report shows a detailed billing breakdown for all databases with the associated Marketplace plan. In this report, each record represents a unique database.

The table (below the billing summary) provides the following information:

Billing Info — Displays the name of the Rate Plan.
Database — Displays the database associated with the billing line item.
Account — Displays the account number associated with the subscription.
Active Since — Displays the date the subscription was activated.
Bill Days — Displays the number of days billed.
Cost — Shows the monthly fee per subscription.
Comments — Displays any comments.

Sales Stats

View and download sales data

MyAdmin offers a comprehensive sales dashboard for our Partners, giving you a clear view of your monthly business activity in MyAdmin. You can access this information via Billing > Sales Stats.

Use the following filters to view the sales dashboard, then select Go:

Account — View sales data for a specific account.
Statistics Period — View sales data for a specific month. Only the last six months will be available.
Chart Options — View the sales data in a pie chart (Pie) or bar graph (Bar).

Understanding the Sales Summary

Once you select Go, the Sales Summary section is displayed with the following information:

GO Devices

Total Invoiced — Displays the total monthly amount billed to your Customers for GO devices.
Total Monthly — Displays the total monthly amount billed to the Partner for GO devices.
Total Devices — Displays the total quantity of GO devices included in the Total Monthly amount.

All Products

Total Invoiced — Displays the total monthly amount billed to your Customers for all products.
Total Monthly — Displays the total monthly amount billed to the Partner for all products.

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Downloading sales data

You can download a CSV report of the Sales Summary to view or share with other people in your company.

Select Export Data to download a report. A CSV is downloaded to your computer.

Rate Plans

Review Rate Plans available for your account

The Rate Plans page (Billing > Rate Plans > Rate Plans) provides an overview of the monthly Rate Plans available for an account.

Filter or search for Rate Plans

Use the Account, and Region filters to view specific Rate Plan information, then select Search. 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).

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Understanding the Rate Plans table

Once you select Search with the required filters, the table provides the following information:

Rate Plan — Displays the name of the billing plan.
Monthly Fee — Displays the monthly fee for the associated Rate Plan.
Device Plan — Displays the level of functionality for the device (for example Base, Pro).
Rate Plan Family — Displays the Rate Plan Family. A Rate Plan Family is a grouping of Rate Plans.
New Customer Plan — Indicates whether the Rate Plan is on the New Customer Plan.
Active Date — Displays the date the Rate Plan was activated.
Data Sharing — Indicates whether the Rate Plan is a Data Sharing Rate Plan.

Pricing

View price list for hardware products

To help you efficiently manage your Customer’s product and inventory needs, you can view and download a list of hardware product prices in MyAdmin.

The Product Pricing tab on the Pricing page (Billing > Pricing) 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)
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.

Filter or search for hardware products and services

Use the following filters to narrow the list of hardware products, then select Search.

Account — View hardware product pricing for a specific account.
Category or Product code — View hardware products in a specific category or view a specific product using the product code.

Understanding the Product Pricing table

Once you select Search with the required filters, the table provides the following information.

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

Downloading a CSV report of product pricing

You can download a CSV report of product pricing to view or share with other people in your company.

To download a CSV report of product pricing, follow these steps:

Use the filters to refine the list of products, then select Search.
Select Download.

A CSV is downloaded to your computer.

About the Regional Pricing Policy

The Regional Pricing Policy tab on the Pricing page (Billing > Pricing) provides information about the regional pricing policy, as well as the following:

An overview of the pricing for each Rate Plan by region
A list of countries included in each region.

To view pricing for specific regions or categories, go to the Rate Plans page (Billing > Rate Plans > Rate Plans).

✱ NOTE: Regional pricing does not necessarily indicate product availability in a country.

Alerts

View important alerts in MyAdmin

Stay up-to-date with important alerts related to Geotab’s general notices, firmware, software, and hardware products on the Alerts page.

Active alerts are also displayed on your MyAdmin homepage under the Active Alerts widget. You can select View more to go to the Alerts page.

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To view a specific alert, use the following filters:

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

Resolved date — View alerts resolved on or after the specified date.

The table updates to display the list of alert(s). Double-click or tap on an alert to view more information.

Title — Displays the title of the alert.
Category — Displays the category (Firmware, General Notice, Hardware, or Software) of the alert.
Status — Displays the status (Active or Resolved) of the alert.
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.
Posted date — Displays the date that the alert was posted.
Resolved date — Displays the date that the alert was resolved, and Not Available if the alert has not been resolved yet.

Downloads

Download or rerun queued reports

Monthly Bills and Device Management reports can be downloaded from the Downloads page. These reports are requested and initialized on the respective MyAdmin pages, then processed and stored on the Downloads page, where you can download the CSV report to your computer.

The Downloads page can process up to five active reports at a time.

✱ NOTE: Reports remain active in the Downloads queue for 30 days.

Download reports

You will receive an email from MyAdmin when the report is ready for download. Select the report from the table, then select Download.

Rerun reports

You can rerun reports if data has changed or updated, and you want MyAdmin to regenerate the report for you. Select the report from the table, then select Rerun.

Other actions

Show inactive reports — Toggle on Show Inactive Reports, then select Refresh.
Cancel pending report — Select a report with a Pending status, then select Cancel to stop processing the report.

Downloads table

The Downloads table provides the following information:

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

Configurations

User Management

Managing users in MyAdmin

User Management (Configurations > User Management) allows Administrators in your account to add and manage users in MyAdmin, as well as assign user permissions (roles) that grant view and edit access to specific pages. For more information about these roles, refer to MyAdmin Roles.

Search or filter for users

Use the following filter options to narrow down the list of users, then select Search.

Account — View all users under the specified account.
Username – View a user based on their username or email address.
Role — View users based on the specified role(s).
Status – View users based on their account status (Active, Deactivated, Pending verification, Invitation expired)
User type – View users based on their user type (Partner, Marketplace Partner, Installer, Customer)

Understanding the User Management table

The User Management table updates in real-time as you modify filters.

Username — Displays the email address of the user.
First name and Last name— Displays the first and last name of the user.
Phone — Displays the user’s phone number.
Accounts — Displays the accounts to which the user belongs.
User type — Displays the account type:
1. Partner — Used for Partners, who purchase goods or services from Geotab with the intention of selling the goods or services to their own customer base.
2. Marketplace Partner — Used for Marketplace Partners, who develop Marketplace solutions, and collaborate with Geotab to deliver those solutions to Geotab Customers.
3. Installer — Used for Installers, who are certified to install Geotab products (GO devices and harnesses) for Geotab Customers.
4. Customer — Used for Customers, who purchase goods or services from Geotab with the intention of using the goods or services.
Status — Indicates the activity status of the account. Refer to the Status table.

Select the ellipsis (⋮) to access more options for the user’s account (View details, Edit, Audit log, and more).

Status

Active	User account is active and fully functional.
Locked	User account is temporarily locked due to multiple failed login attempts or manually locked by an Administrator.
Deactivated	User account is inactive and cannot be used.
Pending verification	User has not validated their email address and the invitation to activate their MyAdmin account is still active (valid for 7 days).
Invitation expired	User has not validated their email address and the invitation to activate their account has expired (invitations expire after 7 days).

Adding or reactivating users in MyAdmin

Adding a new user to MyAdmin

Adding a new user allows new employees at your company to access and use MyAdmin. You can select specific roles and user permissions to match their job requirements.

To add a new user to MyAdmin, follow these steps:

Navigate to Configurations > User Management from the main menu.
Select New user.

The Add user page is displayed.

General, Accounts, and Roles

Under the General tab, select an option from the User Type dropdown:
1. Partner — Used for Partners, who purchase goods or services from Geotab with the intention of selling the goods or services to their own customer base.
2. Marketplace Partner — Used for Marketplace Partners, who develop Marketplace solutions, and collaborate with Geotab to deliver those solutions to Geotab Customers.
3. Installer — Used for Installers, who are certified to install Geotab products (GO devices and harnesses) for Geotab Customers.
4. Customer — Used for Customers, who purchase goods or services from Geotab with the intention of using the goods or services.
Enter the user’s information in the Email, First name, Last name, and Phone Number fields.

✱ NOTE: You must use a unique email address for each user. Email addresses are limited to one per user.

Select Next.

The Accounts tab is displayed if you selected the Partner, Sales, or Installer user type.

If you selected the Customer user type, go to step 6 (Roles tab).

Under the Accounts tab, assign the user to an Account (required) and/or Account Group (optional).
Select Next to go to the Roles tab.
Under the Roles tab, use the toggles to assign the appropriate roles to the user.

✱ 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 cannot be assigned any roles.

Select Next to go to the Summary tab.

Summary

Under the Summary tab, review the user information and, if adjustments are required, select the edit icon in the appropriate step.
Select Submit to finish creating the user.

You have successfully added a new user to MyAdmin.

Once you have created a user account, the user receives a MyAdmin account confirmation email that prompts them to validate their email address.

Reactivating a deactivated user

If you have a former employee or seasonal employee rejoining your company, you can reactivate their old account instead of creating a new one.

To reactivate a user, edit a deactivated user’s account, then toggle on Active.

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Editing users in MyAdmin

Editing an existing user in MyAdmin

If an employee’s job changes, you can edit their user account to align with their new job requirements.

To edit an existing user in MyAdmin, follow these steps:

Navigate to Configurations > User Management from the main menu.
Use the filters on the User Management page, then select Search.
Select the user you want to edit, then select Edit.

The Edit user page is displayed.

Select one of the following tabs, then make the necessary changes.
1. General info
2. Accounts
3. Roles

! IMPORTANT: Remember to select Submit after editing each tab.

You have successfully configured or made changes to a user’s account.

Deactivating users in MyAdmin

Deactivating a user in MyAdmin

For security, it’s important to deactivate accounts that are no longer in use to prevent unauthorized access.

To deactivate a user in MyAdmin, follow these steps:

Navigate to Configurations > User Management from the main menu.
Use the filters on the User Management page, then select Search.
Select the user you want to edit, then select Edit.

The Edit user page is displayed.

Under the General info tab, toggle off Active.

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Select Submit.

You have successfully deactivated a user.

Troubleshoot login issues as an Administrator

In User Management, you can also help your employees troubleshoot login issues as an Administrator. If your employee cannot log in to MyAdmin, edit the employee’s user account in User Management, then check the following:

Account status — Check that the employee is not deactivated.
1. To check this, search for the user in the table. If the user is not found, select Deactivated under the Status filter to show deactivated accounts. If needed, reactivate the user by editing the user and toggling Active on.
Account confirmation — Check that the employee has confirmed their account via email. They receive this email when their account is initially created in MyAdmin by an Administrator. If the employee has confirmed their account, the Approved toggle is on.
Account lockout — Check that the employee is not locked out due to multiple unsuccessful login attempts. To check this, ensure that the Locked Out toggle is off.

If your employee is still experiencing login issues, contact our Support team via Support > Tickets.

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Downloading a CSV report of users

You can download a CSV report of users to view or share with other people in your company.

To download a report of users in your account, follow these steps:

Navigate to Configurations > User Management from the main menu.
To narrow the list of users for the CSV report, use the filters on the User Management page, then select Search.
Select the excel icon to download the report.

A CSV is downloaded to your computer.

Viewing and downloading a user’s audit logs

Audit Category filter

The audit log captures the following activities:

Login — Includes information about successful or failed logins.
General — Includes changes to user account statuses, such as when a user account is locked out, approved, or became active.
UserAdmin — Includes admin-related changes, such as when a role or account is added.
Billing — Includes billing-related changes (such as when bulk changes are made to more than 50 devices) made by the user.
SupportService — Includes MyGeotab database-related changes (such as when a user enables Support Services for a database) made by the user.

Viewing a user’s audit logs

You may want to view a user’s audit logs from time to time to check account activities for general auditing purposes, or to investigate security concerns.

To view a user’s audit logs, follow these steps:

Navigate to Configurations > User Management from the main menu.
Use the filters on the User Management page, then select Search.
Select a user from the list, then select View Audit.

The User audit page is displayed.

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 select Submit.

The table updates to display the following information:

Audit date — Displays the date and time the audit log entry was recorded.
Audit user — Displays the email address of the user.
Category — Displays the audit category.
Details — Displays additional information about the audit log entry.

Download a user’s audit logs

On the User audit page, you can select the excel icon to download the user’s audit logs.

Associating users with an account

If a user is not assigned to an account, you can assign them to an account directly from the User Management page.

To associate a user with an account, follow these steps:

Navigate to Configurations > User Management from the main menu.
Select Associate user.

The Associate user popup window is displayed.

Enter the email address for the user, and the account you want to associate with the user.
Select Submit.

You have successfully associated a user with an account.

Manage user permissions with roles in MyAdmin

Roles in MyAdmin define user permissions, allowing you to manage user access, as well as authorize users to make edits and updates to different parts of MyAdmin. To maintain security, it is important to always read the role descriptions carefully and use caution when assigning roles.

Roles are managed through User Management (Configurations > User Management via the main menu). For a breakdown of the roles you can assign, and their corresponding permissions, refer to MyAdmin Roles.

Database Activity

Database Majority Account

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

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, refer to MyAdmin Login Credentials.
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).
Data Sharing Services — When a device is shared with a database, the share fee is billed to the Majority Account of that database.
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.
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:

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.
If a MyGeotab database is registered by a Partner user type, the Majority Account is associated with the account associated with that user.
If a MyGeotab database is registered by a non-Partner 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).
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 via Support > Tickets. Once complete, the Majority Account calculation will not replace it.

Accessing MyGeotab databases

Access databases with your MyAdmin credentials

We recommend that you use MyAdmin Authentication to access the databases of our mutual Customers. The benefits of using MyAdmin Authentication include:

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.
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.
Security — Facilitates the process to remove all access (including MyGeotab database access) for an employee who leaves the company, by deactivating the user in MyAdmin.

Enabling Partner access to databases in MyGeotab

To ensure that your employees can access MyGeotab databases with their MyAdmin login credentials:

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.
Users must have the MyGeotabAccess role in MyAdmin. To learn more, refer to MyAdmin Roles.

To enable this feature in MyGeotab, follow these steps:

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

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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.

Monitor activity in Customers’ MyGeotab databases

The Database Activity page (Configurations > Database Activity) 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:

Customer — Displays the name of the Customer or company.
Activity Score — Displays the frequency of activity as a percentage.
Active Devices — Displays the number of devices that are currently active in the database.

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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, refer to Database Activity Report FAQ.

Download CSV report of database activity

You can download the database activity information as a CSV by selecting Export Table. You will receive an email when the CSV report is ready for download in MyAdmin.

Support

Helpdesk Tickets

Support ticket category definitions

Compliance (Geotab Drive/HOS/DVIR/Tachograph)

Request assistance for Geotab compliance solutions (for example, Geotab Drive application, DVIR, IFTA reports).

GO device, harness, IOX

Request assistance for hardware issues and inquiries (for example, help with accessing, configuring, or troubleshooting hardware products).

Legacy solutions

Request assistance for Intendia products and services (for example, uReaderGPS and iGestion).

MyAdmin

Request assistance for general MyAdmin functionality (for example, placing or modifying an order).

MyGeotab

Request assistance with the MyGeotab platform.

Orders & billing

Request assistance for issues related to orders and billing, such as invoice inquiries, device reactivation, or co-op reimbursement.

Order Now

Request assistance with the Order Now program in the Geotab Marketplace.

Public Works

Request assistance with Public Works solutions.

Software Development Kit (SDK)

Request assistance from the Integrations team for integrations with the MyGeotab and MyAdmin platforms.

Third-party telematics device

Request assistance with third-party hardware products (for example, help with accessing, configuring, or troubleshooting third-party hardware products).

Submitting a helpdesk ticket for support

For support with any inquiries or issues regarding Geotab’s products and services, you can open a ticket through Helpdesk (Support > Tickets). You can also track both open and resolved tickets on this page.

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

To submit a Helpdesk ticket, follow these steps:

Navigate to Support > Tickets from the main menu.
Select Submit New Ticket.

The Submit New Ticket page is displayed.

Enter your ERP Account number, then select a Support category.

✱ NOTE: Select the information icon for a description of each category.

A dropdown of subcategory options are displayed based on the support category you selected.

Select a subcategory option, then select the Ticket Type:
1. Issue — Choose this option if you’re experiencing a problem with the selected support category and need a resolution.
2. Inquiry — Choose this option for general questions about the selected support category.
Select an Impact level (Critical, High, Medium, Low), then provide a description for your impact selection under Impact reasoning.

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(optional) Enter an External ID. This allows you to enter a ticket number associated with another ticketing system. Once submitted, you can use the External ID to search on the Helpdesk Tickets page, in addition to the existing search options.
Fill in the remaining fields.

✱ NOTE: You have the option to upload any relevant files and/or images. We support 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.

Select Review to submit your ticket.

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.

View your open and resolved helpdesk tickets

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

Filter or search for open or resolved tickets

To view a list of support tickets, enter the ERP Account number and/or use the following filter options to narrow the list of tickets. The table updates in real-time as you modify filters.

ERP Account — View tickets under a specific account number.
Search — View tickets with a specific ticket number and/or text contained in the ticket.
Filters — View tickets based on the following filter options.

Ticket Status – Select one or multiple options:

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.
Start date — View tickets created on and after this date.
End date — View tickets created before this date.

View more details about a specific ticket

To view details about a particular ticket, select a ticket summary in the table. The Ticket Details page is displayed adjacent to the list of tickets. The Ticket Details page contains general details, communication history, and attachments.

Download a CSV report of your tickets

You can download a CSV report of your tickets to view or share with other people in your company.

Select Download to download a report. You will receive an email when the CSV report is ready for download in MyAdmin.

Updating or resolving an open Helpdesk ticket

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

After submitting a ticket, you may want to add additional details, change the impact level, or mark the ticket as resolved.

To update or resolve an open Helpdesk ticket, follow these steps:

Navigate to Support > Tickets from the main menu.
Use the filters to find the ticket you want to update.
Double-click or tap on the ticket to open ticket details, then select Add comment.
1. Additional context or information — Enter additional information under New Comment for Geotab’s Support team.
2. Adjust the impact level — Select a different Impact level from the dropdown (Critical, High, Medium, Low).
3. Mark ticket as resolved — Select Mark ticket as Resolved.
Select Submit to confirm your changes.

You have successfully updated an open Helpdesk ticket.

Partner Contact Information

Updating your contact information in MyAdmin

Updating your contact information in MyAdmin as a Partner allows your Customers in MyGeotab to quickly reference your information and contact the right person for support.

By default, the Partner Contact Information page lists contacts for all accounts. To view Partner contact information for a specific account, enter the Account number.

✱ NOTE: Only one contact can be added per account.

To add or update your contact information, follow these steps:

Navigate to Support > Contact Info > Partner Contact Information from the main menu.
Select one of the following options:
1. Adding new contact information — Select New Partner.
2. Updating existing contact information — Select the ellipsis icon for the existing contact, then select Edit.
Fill in all required fields for a new contact, or make necessary updates for an existing contact.

! 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 Personalize your MyAdmin experience to learn how to manage subscriptions. For more information about email notifications, refer to Emails by MyAdmin.

Select Submit.

You have successfully added or updated your contact information.

In MyGeotab, your contact information will be updated when your Customer goes to Support > Contact Information. However, if a Customer is enrolled in a Rate Plan with “+ Support” in the name, the contact information for Geotab Support will be displayed instead.

Understanding the Partner Contact Information table

The Partner Contact Information table provides the following information. You can also use this as a guide if you’re adding a new contact.

Partner name — Displays the name of the Partner or company.
Account — Displays the account number.
Email — Displays the Partner’s company email address.
Phone — Displays the phone number used to contact the Partner.
Address — Displays the unit or apartment number, as well as the street name of where the company is located.
City — Displays the city where the company is located.
State/province — Displays the State, Province, Region where the company is located.
Country — Displays the country where the company is located.
Language — Displays the preferred language of communication for the Partner.
Private email — Displays the Partner’s personal email address.
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.
ZIP/postal code — Displays the alphanumeric code used for mailing purposes.

Support Contact Information

Find regional Geotab Support contact information

Geotab offers regional support for general and emergency issues or requests. Navigate to Support > Contact Info > Support Contact Information to view a global list of Support contact information and what to do if you require emergency critical support (24 hours a day) or refer to the Comprehensive Guide to Support at Geotab.

We currently have Geotab Support teams in the following regions:

North America
Spain
Germany
Italy
France
United Kingdom (UK)

! 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.

Support Services

About Support Services

Geotab provides a robust support ecosystem to assist Partners and Customers in managing their fleet solutions effectively. The support services include a variety of self-service tools, comprehensive training resources, and technical support teams. Partners are equipped with the necessary knowledge and tools to deliver exceptional service, while Geotab ensures continuous enhancement of security measures and support processes.

For detailed information on support processes, escalation paths, and service level objectives, please refer to the full Comprehensive Guide to Support at Geotab.

To access information about Support Services, navigate to Support > Support Services from the main menu.

Enrolling your Customers in Support Services

For detailed information on support processes, escalation paths, and service level objectives, please refer to the full Comprehensive Guide to Support at Geotab.

To enroll your Customer in Support Services, follow these steps:

Navigate to Support > Support Services from the main menu.

A popup with the Support Services agreement is displayed the first time you access the page.

Accept the Support Services agreement with Geotab.
Toggle Active on for a Customer to enroll them in Support Services.

✱ NOTE: You can select Toggle All to enroll all Customers under the specified account in Support Services.

Select Submit to save your changes.

You have successfully enrolled the specified Customers in Support Services.

Customers who have been enrolled in Support Services by you, their Partner, will see a popup notification in MyGeotab when they access Support Services. The MyGeotab Administrator can accept or decline Support Services.

Reset Support Services agreements

Resetting the Support Services agreement cancels your acceptance of the current agreement, and resets the database toggles.

Select Reset Agreements to reset the Support Service agreement for the specified account.

Checking your account’s Support Services status

For detailed information on support processes, escalation paths, and service level objectives, please refer to the full Comprehensive Guide to Support at Geotab.

To check whether your account has an active Support Services agreement, follow these steps:

Navigate to Support > Support Services from the main menu.
Enter your Account number, then select Check Status.

A popup is displayed to confirm whether your Account has an active Support Services agreement.

List of Customer databases with Support Services

To view a list of Customer databases enrolled in Support Services, navigate to Support > Support Services from the main menu. Enter the Account number, then select Search.

The table provides the following information:

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

Downloading a CSV report of Customer databases enrolled in Support Services

You can download a CSV report of Customer databases enrolled in Support Services to view or share with other people in your company.

To download a CSV report of Customer databases with Support Services, follow these steps:

Enter the Account number, then select Search.
Use the Name Filter and/or Active Filter to narrow the list.
Select the Excel icon to download the report.

A CSV is downloaded to your computer.

Vehicle Eligibility

Checking vehicle eligibility for OEM services

Major automotive original equipment manufacturers (OEMs) are now manufacturing vehicles with factory-embedded telematics hardware. This hardware is installed pre-purchase and generates vehicle and equipment telematics data. Geotab’s OEM telematics solution integrates OEM vehicle and equipment data into MyGeotab.

The Vehicle Eligibility page provides information about vehicle support and eligibility for GO devices and OEM embedded telematics, including driver seat belt detection, harnesses, OEM embedded services, and more.

Searching for a vehicle by Make, Model, Year or VIN

To search for a vehicle, follow these steps:

Navigate to Vehicle Eligibility from the main menu.
Find a vehicle using one of the following options:
1. Make, Model, Year — Select an option from the Make, Model, and/or Year dropdowns.
2. VIN — Click or tap the Search VINs field, enter a VIN, then add a comma or line break (Enter or Return on your keyboard).
Select a Region from the dropdown, then select Search.

The table populates a list of vehicles based on your search criteria.

For a detailed overview of the Vehicle Eligibility table, refer to Understanding the Vehicle Eligibility table.

Understanding the Vehicle Eligibility table

Vehicle Eligibility table

Once you select Search with the required filters, the table provides the following information.

✱ NOTE: If you searched by VIN, the table shows each unique VIN per row.

VIN — Displays the vehicle identification number.
Make, model, year — Displays the make, model, and year of the vehicle.
Trim — Displays the trim level of the model (for example, EX, LX, and so on)
Harness — Displays harnesses that are compatible with the Make, model, and year of the vehicle.
T-harness — Displays the T-harness that is required to use the GO device in the vehicle.
GO device eligibility: Top requested features — Indicates whether the vehicle supports the following features: Driver seatbelt, Odometer, Fuel level, Engine speed, and Trip fuel used.
1. Green — Indicates that the feature is supported.
2. Red — Indicates that the feature is not supported.
3. Blue — Indicates that the feature might be supported.
OEM eligibility — Indicates whether the vehicle is supported by OEM embedded services. This column will display one of the following:
1. Vehicle Is Eligible — Indicates that the vehicle is eligible for OEM embedded services.
2. Vehicle Is Not Eligible — Indicates that the vehicle is not yet eligible for OEM embedded services.
3. Might Be Eligible — Indicates that the vehicle might be eligible. For a more accurate result, search by its VIN instead.
4. Vehicle Make Not Supported — Indicates that the vehicle make is not supported.
5. Information Not Available — Indicates that Geotab needs more information to determine vehicle eligibility. Select Request support to submit a request.

Additional options for specific vehicles

Select the ellipsis icon to show more options for a specific VIN or vehicle. The following options are available:

Harness notes — Displays notes about the vehicle’s associated harness.
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.
OEM recommended actions — Displays recommended actions from the original equipment manufacturer (OEM).

Requesting data support for a specific vehicle

For certain vehicle make and models, Geotab requires additional information to determine if it is eligible for OEM embedded services. If we do not currently support the vehicle, we will consider this as a request for additional vehicle data support for the make, model, year of the vehicle.

Submitting a request for additional vehicle data support

To submit a request for additional vehicle support or provide Geotab with additional information to determine eligibility, follow these steps:

Navigate to Vehicle Eligibility from the main menu.
Select Request support.

The VIN Support page displayed.

Fill in the required fields (such as Make, Model, Year, and more).
Select Submit.

After you submit your request, Geotab receives a notification and begins working on the request. Shortly after, a member of our team will contact you with an update.

Requesting an OEM eligibility check for a vehicle

If one or more vehicles in your search requires a manual check for OEM embedded services eligibility, a banner is displayed. Select Request manual check to request a manual OEM eligibility check.

document Image

A support ticket is created on your behalf and can be viewed via Support > Tickets. You will also receive an email from Geotab to confirm that we have received your request.

Downloading a vehicle eligibility report

You may want to download a report of the vehicles you looked up and filter for eligible vehicles to quickly reference information, such as harness and OEM notes.

To download a report, follow these steps:

Navigate to Vehicle Eligibility from the main menu.
Search for vehicles using the Search VINs field or selecting a Make, Model, and Year.
(optional) Use the gear icon to show or hide specific columns (Harness; Make, model, year; OEM eligibility; and more)

document Image

Select Download, then select one of the following options:
1. All pages — Download the full CSV report of all VINs and vehicles in your current search.
2. Current page — Download a CSV report of the VINs and vehicles on the current page.

A CSV file is downloaded to your computer.

! 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.

Events

Signing up for training events and webinars

Geotab offers comprehensive product and technical training to Partners, ensuring you stay informed about the latest features and enhance your ability to support Customers. We offer training events about product updates, new tools, best practices, and more.

You can sign up for webinars and events on the Events page (Support > Events).

Signing up for an upcoming training event

To sign up for an upcoming training event, follow these steps:

Navigate to Support > Events from the main menu.

The Events page automatically displays current or upcoming events.

Select Sign Up for the event you want to attend.
Fill in the form, then select Register.

You will receive an email confirming your event registration, as well as an option to add the event to your calendar.

View past training events

On the Events page, you can view past training events by toggling on Past Events. The page now displays both upcoming and past events.

What’s New Archive

Date	What’s New Link
October 28, 2024	What’s New in MyAdmin
September 30, 2024	What’s New in MyAdmin
August 26, 2024	What’s New in MyAdmin
July 29, 2024	What’s New in MyAdmin
June 24, 2024	What’s New in MyAdmin
May 27, 2024	What’s New in MyAdmin
April 29, 2024	What’s New in MyAdmin
March 25, 2024	What’s New in MyAdmin
February 26, 2024	What’s New in MyAdmin
January 29, 2024	What’s New in MyAdmin
January 15, 2024	What’s New in MyAdmin
December 4, 2023	What’s New in MyAdmin
November 6, 2023	What’s New in MyAdmin
October 4, 2023	What’s New in MyAdmin
September 5, 2023	What’s New in MyAdmin

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