Frequently Asked Questions
Quick answers to the most common questions about the Newtracs app.
App & Login
The app keeps crashing. What can I do?
Try force-closing the app and relaunching it. If the problem persists, uninstall and reinstall from the App Store or Google Play. If the issue continues, contact support@newtracs.com.au.
The login button is unresponsive.
This is a known issue with some browsers. Switch to Chrome, Firefox, or Safari. Avoid using Edge, which has reported compatibility issues with the login page.
How do I fix login issues on mobile? (Clear cookies)
Android: Open Chrome > Settings > Site settings > On-device site data > disable.
iOS: Open Settings > Safari > toggle on Block All Cookies.
How do I reset my Newtracs password?
In-app: Profile > App Settings > Edit Profile > Change Password.
Or from the login screen, tap Forgot Password and follow the email verification steps.
I'm seeing an "Invalid ID Token" error when logging in.
Check that your device's date and time settings are set correctly for your location. An incorrect timezone can cause authentication failures.
How do I change my login email address?
Email support@newtracs.com.au with your request. Changes are processed within 24 hours and confirmed by reply email.
Premium Subscription
My Newtracs Premium subscription isn't working.
Verify your subscription is active in your Google or Apple account. Make sure you're logged into the correct Newtracs account. You can also try restoring purchases via Profile > App Settings > Restore Purchases. Contact support if the issue persists.
How do I cancel my Newtracs Premium subscription?
Google Play: Open Google Play Store > Subscriptions > Newtracs > Cancel.
Apple App Store: Open Settings > [your name] > Subscriptions > Newtracs > Cancel.
Newtracs website: Log in > Account > Manage subscription > Cancel Plan.
Trip Logging
How do I log a 4WD trip?
Complete your vehicle profile first, then tap the Record button in Map View. Grant location permissions when prompted.
My trips aren't showing up in Saved Items.
Pull down to refresh the Trips tab, or reconnect to the internet and try again. If the trip was recorded offline, it will sync automatically when you have connectivity.
My trip data looks incorrect.
Check that your GPS permissions are set to "Always" or "While Using the App" in your device settings. Restricted GPS access can produce inaccurate data.
How do I delete a saved trip log?
Go to Saved > Trips, swipe left on the trip you want to remove, then tap Delete.
A previous trip log is missing from my device. How do I get it back?
Go to Saved Items and use Sync All from the top-right menu to pull your data from your account. If it's still missing, contact support@newtracs.com.au.
Trail Information
I've logged trips but the information doesn't appear on the public map.
First, ensure your vehicle profile is complete. Trip processing takes 24–48 hours after syncing. Check that your trip shows as Synced (not Error) in Saved Items.
How can I add a new 4WD trail difficulty grade?
Simply log trips on the trail. Once your trips are synced and analysed (up to 48 hours), a new difficulty rating will be automatically added or updated on the Newtracs map.
How do I report an incorrect trail difficulty grade?
Tap the trail on the map, then tap Provide Feedback. You can submit a difficulty assessment, current conditions, and any additional comments.
Saving & Organising
How do I save a 4WD trail to my favourites?
Tap the trail in Map View to open its info panel, then tap the Save button in the top right corner. Tap it again to remove the trail from your saved items.
How do I delete a pin?
Go to Saved > Pins, swipe left on the pin you want to remove, and tap Delete. Alternatively, find the pin on the map or in search, tap Edit, then Delete.
Can I export my saved trips, favourites, or pins?
Exporting is not currently supported, but it is planned for a future update.
Maps & Offline
How do I download maps for offline use?
Go to Profile > Offline Maps, then tap Download next to your region. Keep the app open during download. Once complete, the map is available without internet access.
Does search work offline?
Yes. You can search 4WD trails, addresses, points of interest, and your personal data (pins and trips) while offline. Online search results won't appear until connectivity is restored.
Syncing
How do I sync my data to another device?
Your data syncs automatically to your account when you're online. On your second device, log in with the same account, then go to Saved Items > menu > Sync All to retrieve your data.
Some of my trips, pins, or favourite trails are missing.
Check you're logged into the same account on both devices. Try using Sync All in Saved Items. If items are still missing, try logging out and back in, or contact support.
Map Content
How do I add a missing road to the map?
Newtracs road data comes from OpenStreetMap. To add a missing road, contribute it to OpenStreetMap at openstreetmap.org. Changes flow through to the Newtracs map automatically on the next update cycle.