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 (see instructions to force kill an app here for Android and here for iOS).
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 > Enable.
iOS: Open Settings > Safari > Toggle off Block All Cookies.
How do I reset my Newtracs password?
In-app method:
- If you can still access the Newtracs app with cached credentials, navigate to Profile > App Settings > Edit Profile > Change Password.
- Enter the email address you use to login to Newtracs, and select ‘Send verification code’.
- Wait approximately 5 seconds for the code to be emailed to you. A ‘verification code’ field should appear in-app. Check your email to obtain the verification code and enter it in this field, then press the ‘Verify code’ button.
- Upon successful verification, press the ‘Continue’ button.
- Follow the prompts to create a new password.
Via login screen:
- Navigate to the Login screen in-app or via our website Newtracs.com
- Select ‘Forgot your password?’
- Wait approximately 5 seconds for the code to be emailed to you. A ‘verification code’ field should appear in your browser. Check your email to obtain the verification code and enter it in this field, then press the ‘Verify code’ button.
- Upon successful verification, press the ‘Continue’ button.
- Follow the prompts to create a new password.
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.
After purchasing a Newtracs Premium subscription you may run into issues with your subscription not activating after signing into the Newtracs app. To troubleshoot:
- For subscriptions purchased in-app, ensure your subscription is still stated as ‘Active’ in your Google or Apple account used to make the original purchase. Ensure you are signed into the correct Google or Apple account via device settings.
- If you purchased via the Newtracs website, login using the web portal and navigate to ‘Account‘ and ensure your subscription is still active.
- Logout of the app and log back in.
- Restore purchases by tapping Profile > App Settings > Restore Purchases.
- Uninstall and reinstall the app from the App Store or Play Store and try above steps again if necessary.
- If the above steps fail to resolve the issue, contact support at support@newtracs.com
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. Ensure you have a stable internet connection when recording the trip.
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.
Trip won’t delete or update?
- Try closing and reopening the app.
- If the issue persists, clear the app cache (in phone settings).
- If the above steps fail to resolve the issue, contact support at support@newtracs.com
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. If the public map has not updated after this time, please check:
- Your in-app Vehicle Profile is complete and displays a vehicle rating.
- All relevant logged trips are marked as Synced. If they are marked as Processing, please sync your user data with your account by tapping the Sync All button.
- You have waited at least 48 hours after the trip log was first synced to our servers. Note that trips will only sync whilst the device is connected to the internet.
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 > select Pin > tap Delete. Alternatively, find the pin on the map > Select it > tap Delete.
Can I export my saved trips, favourites, or pins?
Exporting is not currently supported, but it is planned for a future update.
Troubleshooting missing trips, pins or favourite trails
- Make sure you’re logged into the same Newtracs account.
- Force sync of your saved items (Saved > three dots menu > Sync All).
- Try logging out and back into the app.
- If the issue persists, contact Newtracs Support through the in-app Help section.
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. Always remember to download offline maps in advance using a stable internet connection.
To delete offline maps, navigate to Offline Maps and tap Delete next to the map you wish to remove.
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?
If a road is missing from the Newtracs map (i.e. there is no line denoting a road at all), the road does not exist in our base map provider’s database, OpenStreetMap.
To add missing roads to the Newtracs map, you must first add it to OpenStreetMap. Please refer to the OpenStreetMap editing guide here.
After updating OpenStreetMap, your changes will automatically flow through to the Newtracs map during the next update cycle.