FAQs
Get Help
All the answers to the most frequently asked questions
I can’t log into the site / My login details are wrong / I’ve lost my login details, what should I do?
If you have forgotten your password or are having problems logging in, please send an email to support@viasatconnect.be or fill out the form.
How do I log into the platform? Where do I enter the login info I received?
You will find the “Login” section in the submenu of our website. Click on the name of your solution and log in to your customer area to access the platform with your login details. If you have any questions, please feel free to send an email to support@viasatconnect.be or fill out the form.
How do you deliver the product? Can I provide a different address?
For customers in Belgium, the product is delivered by express courier. You can specify a different delivery address if it differs from the billing address.
I would like to buy or integrate your products/services. Who should I contact?
Send an email to sales@viasatconnect.be to be contacted by a sales consultant, who will offer you the best solution after assessing your specific needs. Alternatively, contact the relevant sales representative.
I have received your products, what should I do now?
If the device needs to be installed by our staff, please contact your sales representative to schedule an appointment. Otherwise, send an email to support@viasatconnect.be for more information, or fill out the form.
I need to install a device on a new car, what should I do?
Follow the instructions you received when purchasing the device regarding adding new vehicles so that they can be tested. Contact our support team if you have any questions by email: support@viasatconnect.be or by filling out the form.
My car was found after being stolen or an attempted theft. Do I have to replace the satellite device?
Contact customer service at 011 23 993 11 to check whether the device has been tampered with and for further information, or send an email to support@viasatconnect.be.
What does the Control Room do?
The Control Room is a service available 24 hours a day, 7 days a week, allowing you to speak to qualified and dedicated staff who can assist you in the event of theft or an emergency, coordinating directly with the police and relevant local authorities.
What information do I need to provide when reporting a car theft?
If your vehicle is stolen, please follow the instructions provided via your QLove.Drive.Protect mobile app.
The device is not working properly or has problems: who should I contact?
Write an email to support@viasatconnect.be or fill out the form available at https://targatelematics.com/be-en/support/service-client/
How does the vehicle engine block work?
The function allows remote immobilization of the vehicle by control rooms. The control prevents the vehicle’s engine from restarting in accordance with road safety standards.
Can I move the device to another vehicle?
First, you must provide us with information about the vehicle to be installed. After receiving our comments, proceed with the test using the app, contacting an installer. You may need to resubmit certain documents. For any questions, please contact customer support: support@viasatconnect.be
I want to change phone / cell / address, how do I communicate this information?
Any changes must be communicated by email to support@viasatconnect.be.
If the device doesn’t work, is it replaced free of charge?
Is it possible to reactivate a canceled or closed contract?
Such matters are handled on a case-by-case basis. Please feel free to contact the support team by email at support@viasatconnect.be.
I found one of your devices on my car but I didn’t buy it. What should I do?
If the car is in use, the device does not work, so we do not receive or collect any data. If you would like to purchase the services associated with the tracker, send an email to support@viasatconnect.be or submit a request.
Is the SIM included? Do you have to pay extra for data transmission?
For fleet management services in Belgium, we provide the SIM card and the traffic costs are included in the annual fee: there are no additional costs. However, for videotelematics solutions, the SIM card is not included. In this case, the customer must provide their own SIM card and is responsible for the telecommunications costs.
Do you provide the SIM? What SIMs do you use?
The SIMs are provided by Targa Telematics. The SIMs used belong to the machine to machine (M2M) category and are enabled for data transmission.
Are location maps compatible for displaying positions on Apple/Android or cell phones in general?
How much does installation cost?
What kind of customer support do you provide?
Does the service work internationally?
Do I have to pay any replacement costs?
Is the device activated by Targa Telematics?
Do you need dedicated software to use the device and access the services?
I have a question or a request but I can’t find the answer in the FAQ. What should I do?
Write an email to support@viasatconnect.be with all the information needed to respond, or submit a request.
