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Aetrex Navistar GPS Footwear System FAQ

Frequently Asked Questions

General | Ordering and Service Plans | Coverage | Web Portal | Notifications
 

General 



Q: What are the Aetrex GPS Shoes?


A: We believe the Aetrex GPS Shoes are the most groundbreaking product containing GPS tracking technology designed to help track  individuals afflicted with cognitive disorders such as Alzheimer’s and other forms of dementia who have a tendency to wander and become lost. 


Q: How do the Aetrex GPS Shoes work?


A: The Aetrex GPS Shoes feature a factory installed GPS tracking device embedded in the base of the right heel. The antenna is contained in the back of the heel. The device also contains a rechargeable battery.  The GPS tracking device in the Shoes sends a signal to a central monitoring station that utilizes satellites, a cellular network, and support equipment that relays location coordinates to a tracking website for you to view.


Q:
Are the Aetrex GPS Shoes the only supervision a person needs?

A. No. The Aetrex GPS Shoes should never be a substitute for personal care and supervision.  Use of the Aetrex GPS Shoes is intended to be part of, and not a substitute for, a comprehensive care program. Users should not rely upon the GPS Shoes as the only or main source of monitoring the whereabouts of those individuals wearing the GPS Shoes.   Personal care and supervision of those suffering from Alzheimer’s disease, dementia or other similar conditions are essential to assessing and maintaining the health, safety, and whereabouts of those afflicted.  Aetrex GPS Shoes are one part of such a program.


Q: What do I do after I receive my Aetrex GPS Shoes?


A: TRY ON YOUR AETREX GPS SHOES FOR FIT! Try them on a carpeted floor. Do not wear the shoes outside.  Once you are satisfied with the fit, the Aetrex GPS Shoes will need to be charged.  This process will initiate activation of your account. Refer to the “Getting Ready to Wear Your Aetrex GPS Shoes” section on pg. 17 of your User Guide for more detailed charging information.

LOG ON TO THE TRACKING PORTAL TO SET UP YOUR TRACKING ACCOUNT. Log on using the username and temporary password you received following your online purchase. The tracking portal allows you to set up a geographic boundary (geozone) alerting you when the person wearing the Aetrex GPS Shoes has wandered off too far.


Q: How often should I charge my Aetrex GPS Shoes?


A: Approximately every 48 hours


Q: How do I charge my Aetrex GPS Shoes?


A: On the heel of the right shoe, lift the small rubber flap covering the charging port and carefully insert the charging cord into the USB slot. Make sure the connection is firmly secured and that the metal USB piece has been fully inserted into the slot. Plug the AC end of the charger into a standard household electrical outlet (100-240V).

Note that the light indicator on the charger does not indicate the shoes are charging. To make sure the shoes are properly charging, log onto the tracking portal at http://track.gpsshoe.com.


Q:
How long does it take to completely charge my Aetrex GPS Shoes?

A: The Aetrex GPS Shoes are fully charged in approximately two hours. Since there is no indicator light showing when a charge is complete, you must confirm that your GPS Shoes have been fully charged by logging on to http://track.gpsshoe.com and checking the battery level on the tracking portal.


Q: How often do my Aetrex GPS Shoes transmit their location?


A: The Aetrex GPS Shoes update their location every 30 minutes on the Basic plan and every 10 minutes on the Premium plan.


Q: What is the accuracy of the Aetrex GPS Shoes?


A:     As with any GPS or cellular device, various environmental factors (e.g., indoors, buildings, weather, terrain, etc.) may affect or limit signal strength. Signal accuracy is generally better when the Aetrex GPS Shoes are worn outside in clear weather, with an unobstructed view of the open sky, and decreases when they are indoors.


Q: Do my Aetrex GPS Shoes locate indoors?


A: Your Aetrex GPS Shoes will provide more accurate tracking to those who are wearing them outdoors and are designed primarily for outdoor tracking.


Q: How do I turn on my Aetrex GPS Shoes?


A: Your Aetrex GPS Shoes will automatically turn on every time you charge them.


Q: How do I turn off my Aetrex GPS Shoes?


A: Your GPS Shoes will turn off when the battery is not sufficiently charged or does not have sufficient power remaining.  . If you would like to turn off your GPS Shoes on any other occasion, please contact GTX Support using one of the methods below:


Q: Do my Aetrex GPS Shoes transmit while charging?


A: Yes. The Aetrex GPS Shoes will continue to update their location while they are charging.


Q: Where can I learn more about the Aetrex GPS Shoes?


A: To find more information about the Aetrex GPS Shoes, visit www.aetrex.com/gps


Q: How do I clean my Aetrex GPS Shoes?


A: Simply wipe the outside of your shoes, upper and sole, with a damp cloth. Do not rinse under the faucet, submerge in water or wash in the washing machine. Buff and shine with leather shoe polish.


Q: Are the Aetrex GPS Shoes waterproof?


A: The Aetrex GPS Shoes are not water resistant or waterproof. While they are designed as ordinary shoes, it is recommended the shoes be used where it is relatively dry and not subjected to water, snow, or severe elements which could affect performance of the GPS tracking unit.


Q: The Aetrex GPS Shoe charger broke; can I use a generic replacement?


A: No!  Use only the AC wall charger provided with your Aetrex GPS Shoes. Using any other charger may damage the shoes and void any warranty.  To purchase a replacement charger, contact Product Support & Returns.


Q: The Aetrex GPS Shoes don’t seem to be working. Can I try to fix them myself?


A: No! Do not attempt to access or disassemble the battery or unit within the GPS shoes. Doing so may damage the shoes and will void any warranty. It is a sealed unit and is not user accessible or serviceable. For any technical issues with your Aetrex GPS Shoes, simply call Technical Support.


Q: I will be travelling by plane. Can I take the Aetrex GPS Shoes with me?


A: The Aetrex GPS Shoes can be taken and used anywhere within the United States. However, because the shoes contain an embedded electronic/cellular transmitting device, the TSA and or airline may prohibit the wearing or carrying the shoes in carry-on luggage. Always request and receive prior approval from the airline. In addition, you must call Technical Support prior to your departure to request the shoes be temporarily deactivated for the duration of the flight. To reactive them, simply plug them in to charge.


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Ordering and Service Plans



Q: Where can I order a pair of Aetrex GPS Shoes?


A: You can order a pair of GPS Shoes from Aetrex at www.aetrex.com/gps.


Q: What is the cost of a pair of Aetrex GPS Shoes?


A: Each pair of costs $299.99 plus any additional monthly service tracking plans.


Q: What service plans are offered for the Aetrex GPS Shoes?


A: There are two monthly service tracking plans:
Basic Plan            $34.99 per month            The Aetrex GPS Shoes will transmit every 30 minutes.
Premium Plan   $39.99 per month            The Aetrex GPS Shoes will transmit every 10 minutes.


Q: If I want to order more than one pair of Aetrex GPS Shoes, will I be able to set all of them up under the same account?


A: Yes.


Q: Are the Aetrex GPS Shoes available in both men’s and women’s styles?


A: Yes.


Q: I ordered a pair of Aetrex GPS Shoes and they do not fit properly, can I return or exchange them?


A: You have 14 days from receiving your purchase to return or exchange your new, unworn GPS shoes if they do not fit properly. If you have already plugged them in for the first time, you will also receive a refund for the activation fee. 


Q: I ordered a pair of Aetrex GPS Shoes and realized after I received the shoes I am not within the tracking plan coverage area. Can I return them?


A:
You have 14 days from receiving your purchase to return or exchange your new, unworn GPS shoes if they do not fit properly. If you have already plugged them in for the first time, you will receive a refund for the activation fee. 


Q: Are the Aetrex GPS Shoes covered under any warranty?


A: The Aetrex GPS Shoes, including the GPS tracking device, are warranted to the original purchaser to be free of defects in materials and workmanship for 90 days from the date of the receipt of the original purchase. Shoes and or GPS devices found to be defective will be repaired or replaced with a new or refurbished product(s) of the same style or an equivalent, in Aetrex’s sole discretion.


Q: The battery within the Aetrex GPS Shoes needs to be replaced. Is that covered under the warranty?


A: Only batteries that are defective or leaking are covered by the limited 90 day warranty. Battery life and diminished changes in battery capacity with time or use are excluded from this warranty.

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Coverage

 


Q: Which mobile carrier provides coverage for the Aetrex GPS Shoes?


A:  Tracking service for your Aetrex GPS Shoes is provided exclusively by independent service provider, GTX Corp. who currently utilizes T-Mobile. You can check your local coverage by visiting T-Mobile’s Personal Coverage Check page at http://www.t-mobile.com/coverage/pcc.aspx. Click on Data Coverage Map, and enter in the address you wish to check.


Q: What if my current wireless carrier is not T-mobile? Do I need to switch carriers?


A: No. When you sign up for a monthly tracking plan, your text and/or email notifications will automatically be delivered via T-mobile. This is all included under the monthly tracking price.    


Q: Do I need to sign up with any wireless carriers?


A: No.


Q: I signed up for the monthly tracking plan. Do I need to commit to any time period or can I cancel at any time?


A: The monthly tracking plan’s term is on a month to month basis. You can terminate this agreement with the provider, GTX Corp, at any time and stop receiving tracking services by calling Billing Support. Services will terminate on your billing date, provided cancellation request is made more than 10 days prior to your billing date. If a cancellation request is made less than 10 days prior to your billing date, services will terminate on the subsequent month’s billing date after cancellation.           


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Web Portal



Q: How do I sign in to my account?


A: You can access your tracking portal account at http://track.gpsshoe.com/. Enter the username and password information provided to you in your confirmation e-mail. If you have not received an e-mail with your account details, please contact technical support.


Q: How do I see the last location of my Aetrex GPS Shoes?

  • Go to the “Mapping” tab and click “Shoe Map”
  • Click “Shoe Status”, and click “Ok”


Q: How do I change the password to my account?

  • Go to “Preferences” and click “Change Password”
  • Type in your old password, followed by your new password.
  • Retype your new password and click “Change”

For detailed instructions, refer to page 8 of your User Guide.


Q: What do I do if I do not see recent updates from my Aetrex GPS Shoes on the map?

  • Make sure your Aetrex GPS Shoes have a clear view of the sky.
  • Make sure your Aetrex GPS Shoes are fully charged.
  • Sign in to your account at http://track.gpsshoe.com/
  • Go to the “Mapping” tab and click “Shoe Map”
  • Click “Locate
  • If you still do not receive an updated location on your map, please contact technical support.

For more information, refer to page 9 of your User Guide.


Q: What is the Geozone?


A: The Geozone allows you to set a perimeter or safety fence for the individual wearing the Aetrex GPS Shoes. Designated caregivers will receive notifications when an individual wearing the GPS Shoes enters or leaves the Geozone.

For detailed information about the Geozone, refer to page 11 of your User Guide.

 


Q:
How do I set up the Geozone?

  • Sign in to your account.
  • Go to the “Mapping” tab and click “Shoe Map”
  • Click on “Edit Geozone”
  • To change the base location of the Geozone, either click and drag the blue pin to the desired address or type in an address in the “Find Address” field and click “Go”.
  • To change the perimeter of the Geozone, click and drag the grey pin on the edge of the circle or type in a radius, in meters, in the “Radius” field.
  • You may Preview, Save, or Cancel your changes.

For detailed instructions, refer to page 11 of your User Guide.



Q: How do I specify recipients of Geozone notifications?

  • Go to the “Mapping” tab and click “Shoe Map”
  • Click on “Edit Geozone”
  • In the “E-Mail or Mobile Phone” field, type in the e-mail addresses and/or mobile phone numbers to which Geozone notifications should be sent. You can include as many as you like making sure to separate each entry by a comma.

For detailed instructions, refer to page 11 of your User Guide.



Q: What web browsers are compatible with the tracking website?


A: Internet Explorer, Google Chrome, Mozilla Firefox.

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Notifications

For detailed information about Notifications, refer to the “Alerts” section on page 12 of your User Guide.



Q: When will I receive notifications?


A: Designated caregivers whose email addresses or mobile phone numbers are included in the tracking portal will receive notifications when the GPS Shoes are powered on, off, are low on battery, and when they enter or leave the Geozone.


Q: Where do I receive notifications?


A: You will receive e-mail and/or text message notifications. Check your email account inbox or mobile phone.


Q: How do I set up notifications?

  • Sign in to your account at http://track.gpsshoe.com/
  • Go to the “Mapping” tab and click “Shoe Map”
  • Click on “Edit Geozone”
  • In the “E-Mail or Mobile Phone” field type in your e-mail addresses and/or mobile phone numbers separated by commas.

For detailed instructions, refer to page 12 of your User Guide.



Q: What is the correct format when setting up contacts for notifications?


A: Separate e-mail addresses and mobile phone numbers by commas. For mobile phone numbers, enter the ten-digit number without dashes, parentheses or periods.
For example, to send notifications to the following e-mail addresses and mobile phones, type in:
shoewearer@example.com,shoeowner@example.com,8005550199,9585550101


Q: Can a notification be sent as a phone call instead of e-mail or text message?


A: No, notifications are sent only as e-mail messages or text messages.


Q: Is there a limit to the number of e-mail addresses or mobile phone numbers that can receive notifications?


A: No, you may specify as many e-mail addresses and mobile phone numbers as you wish, provided you enter them in the correct format.


Q: What is a Low Battery Alert or Notification?


A: A low battery alert means that your GPS Shoes have 15% remaining battery life. If you have received a low battery alert or notification, you should charge your GPS Shoes as soon as possible for two hours.


Q: What is a Power OFF or Power Fail Alert or Notification?


A: A power fail alert means your GPS Shoes are completely out of battery. You should charge them as soon as possible for two hours.


Q: What is a Power ON or Initialized Alert or Notification?


A: A power on or initialized alert means your GPS Shoes have just been powered on. This alert is sent two to three minutes after charging a completely drained shoe.

Support Emergency and Technical Contacts

1.800.205.8798

Press 1
                Emergency Support
(24 hours, 7 days a week)
Press 2                  Technical Support
(10:30 AM – 8:00 PM EST)
Press 3                  Product Fit Support and Returns
(8:30 AM – 6:30 PM EST)
Press 4                  Billing Support
(9:00 AM – 6:00 PM EST)


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