Frequently Asked Questions

No. If everything is running fine and you are able to obtain all of the information that you want, there is no reason to load a new release.

Trak produces releases that contain options that have been requested by other customers and makes them available to all of our customers. If the new option is not something your organization will use, the new release will not benefit your company.

If you have a question about a new release, please contact Trak’s customer service department. Always consult Trak’s customer service department prior to installing any new release.

If you would like to purchase more blank keys, please contact Marc Malonzo. His phone number is 850-878-4585 ext. 314 and his email is mmalonzo@trakeng.com. Marc is also responsible for ordering parts if your organization does not have an equipment maintenance agreement.

Before doing anything with the Trak software and your vehicle information, call Trak and let them know what you are going to do. They will let you know what steps to take. Make certain you have a current backup of your system and data.

Trak’s customer service technician may ask you to send Trak a backup of your system to keep on file just in case something were to happen. The backup would then be available to restore your data.

Before your annual Equipment Maintenance Agreement has expired, you will receive a notice and invoice for the upcoming year. If you do not have the invoice, you can call Marc accounting. He will be able to renew the agreement for you immediately.

Marc’s phone number is 850-878-4585 ext. 314 or email mmalonzo@trakeng.com

If you do not have an Equipment Maintenance Agreement, you will need to contact our accounting department to set up a payment method. Once you have done that, you will be transferred to an in-house Customer Support Technician. Most of the time, issues can be resolved over the telephone. If an on-site visit is required, you will need to confirm the service call with accounting. From there, our operation’s department will schedule a field service technician on-site to repair your equipment.

First of all, thank you for your interest in our fuel management solutions. We have been in business since 1981 and are proud of the forward-thinking solutions we offer our customers.

If you contact sales they will be more than happy to discuss how you can become a dealer and what benefits are available to you.

Please contact them at 850-878-4585 ext. 303 or email sales@trakeng.com

Trak has a nationwide Field Service team who is certified on all of Trak’s equipment, and who are direct employees of Trak. In addition, we have a nationwide network of dealers who are certified to sell and service our equipment.

In order to provide you with the high level of service we demand, we would use one of our capable dealers in your local area.

If it is after hours, we also have 24 / 7 hotline support available. Call our regular number; 850-878-4585, follow the prompts and select “6.” This will connect you with our on-call technician.

You can set up a web training class with our customer service department. We recommend that new customers schedule a class within a month of using the new system to make sure they are taking advantage of all of the functionality available.

We also recommend that customers in situations like yours, call and schedule a class to go through the administrative processes of the system. It is a good idea to have for more than one person from your company attend the class.

Contact customer service at 850-878-4585 ext. 310 or email them at support@trakeng.com to schedule your class.

If you have had your current system for over 15 years, you are using a system that is basically mechanical. The newer fuel management systems are actually computers. Trak’s newer solutions are developed using Microsoft tools, running a Windows-based operating system. While the physical size of the computer is about that of a tablet, the features and functionality is robust enough to interface with existing corporate applications in an IT environment.

As far as Trak’s support your 15-year-old system. We continue to support all of our equipment that is still in use. We have been in business since 1981, and our policy has always been to provide support for all of our products that are being used. We will continue following that policy.

When the driver approaches the Sentry, they will have the option of selecting another language by pushing the designated button on the screen.

From that point on, the audio and video instructions will be in that language until that driver is fueling and the screen returns to the welcome screen.