Zoombak ™

Zoombak Support

How can we help you?

Click here to fill out the Zoombak Customer Help Form. 
We will respond to your inquiry within one business day.

Get answers and support for all of your Zoombak questions by contacting Customer Care via:
Email support@zoombak.com
Toll-free 1-866-989-7768  Monday - Friday 9:00am - 6:00pm ET

General Questions
Q.How do locator devices work?
Q.What is A-GPS?
Q.Where can I find quick tips for using my Zoombak Locator?
Q.How long do the batteries last?
Q.What do I need to do to get started?
Q.Can I use a Zoombak Advanced GPS Locator to track my luggage while traveling on an airplane?
Q.I know that your locator device needs access to cellular service. How do I know if the area where I live is covered?
Q.How many Safety Zones can I have for my Zoombak Locator?
Q.How do I power the Zoombak Advanced GPS Locator "On" and "Off"?

Account Questions
Q.How can I reactivate my device after I have canceled and deactivated my account?
Q. I want to cancel my service. Is there a fee?
Q.I have added another device. When will I be charged for the new device?
Q.Is there an additional charge or fee for changing payment methods?
Q.Is there a fee for using the Lost/Missing Customer Care service?
Q.Can I change the date of my automatic payment?
Q.When will my first automatic payment take place?
Q.Are there any fees or charges for moving?
Q.I received a notice that my credit card cannot be charged or that payment was rejected and my account is past due. How will this affect my service?

Troubleshooting Questions
Q.What do I do if I can't get the Zoombak locator to turn on?
Q.I connected the vehicle locator following the steps outlined, however, the locator is not working when I try to check the status of my vehicle online.
Q.The LED status indicator keeps blinking and the locator is not working.
Q.I am receiving alerts via e-mail, but I am not receiving alerts on my cell phone.
Q.What is a “Low Battery” alert? What do I need to do?
Q.What is a “Device Off” alert? What do I need to do?
Q.What does "plain view" or "clear view" of the sky mean?
Q.Which web browsers are compatible and secure with Zoombak?
Q.I can't view the map after I log in using Internet Explorer.  What do I do?

Q.How do locator devices work?

A. Zoombak products utilize Assisted Global Positioning System (A-GPS) technology. A-GPS utilizes both satellite and cellular technologies to determine the location of the device.

Q.What is A-GPS?
A. Global Positioning System (GPS) serves as a worldwide radio system and was originally developed and implemented by the U.S. Department of Defense. GPS is a satellite based navigation system that is comprised of 24 satellites which were placed into orbit. The Global Positioning System (GPS) works on the principle that if you know your distance from several known locations, then you can calculate your location. The "known" locations are GPS satellites themselves, and the distance is measured by measuring the time of arrival of an encoded signal. The satellites also broadcast a data stream along with the encoded signal and carry information about the satellite's location.

Assisted-GPS (A-GPS) improves the performance of GPS receivers by providing them with data that they would ordinarily have to download from the GPS satellites. With A-GPS data, GPS receivers can operate faster and more reliably. All GPS-enabled handsets and mobile wireless devices benefit from A-GPS data. A-GPS tracking was implemented in 2001. This technology combines the advantages of GPS and Wireless systems. In order for A-GPS to work indoors, a cellular phone signal is required.

Q.Where can I find quick tips for using my Zoombak Locator?
A. Please click on the link below. Get familiar with your Zoombak. Check out our list of helpful hints so you can learn how to get the most from your locator. Find out how you can maximize the life of your battery, which tracking mode works best for you, how to set up mobile location requests and much more! http://www.zoombak.com/tips/
Our customer care team is available to assist you. Please call us at 1-866-989-7768.

Q.How long do the batteries last?
A. Battery life depends on several factors including temperature, network, signal strength and locator features used. Typical battery life when the locator is in stand by mode is up to 120 hours or 5 days. With active locator service, the battery life is up to 150 location requests.

Q.What do I need to do to get started?
A. Setting up the Zoombak device is extremely easy. Simply charge your device by plugging the AC wall charger into a wall outlet and attaching your Advanced GPS Zoombak locator device to the wall charger.

We recommend that you charge the battery for 24 hours or at least overnight. Our user guide states a minimum charge of at least 6 hours for first time use (4 hours for subsequent use). Once the LED status indicator glows green, the device is fully charged. Next, visit www.zoombakcom to activate the device and establish an account.|

Q.Can I use a Zoombak Advanced GPS Locator to track my luggage while traveling on an airplane?
A. The Federal Communications Commission (FCC) and the Federal Aviation Administration (FAA) regulations prohibit the use of cellular devices such as the Zoombak Locator on commercial aircraft, including in checked baggage.

Q.I know that your locator device needs access to cellular service. How do I know if the area where I live is covered?
A. Please check our coverage maps by going to http://www.zoombak.com/coverage/.

Q.How many Safety Zones can I have for my Zoombak Locator?
A. You can create up to 10 safety zones, all of which can be active simultaneously at any given time.
A safety zone is a personalized virtual boundary around a location that you’ve chosen. When your car enters or leaves an active safety zone, you can be alerted via email and/or text message (your choice.) Safety zones can be quickly and easily turned on and off via Zoombak.com.


Q.How do I power the Zoombak Advanced GPS Locator "On" and "Off"?
A. In order to power the Zoombak Dog Locator on or off, follow these simple instructions:

1. Power ON

• Press and hold the Power Button until the locator status LED indicator begins to glow. This will take approximately 2 seconds.
• Blinking green indicates operation OK.

2. Power OFF

• Press and hold the Power Button until the locator status LED Indicator begins to flash quickly. This will take approximately 2 seconds.
• Locator status LED indicator will shut off when the locator has properly shut down. A key feature of your Zoombak Dog Locator during the power off process is that the locator will determine its current location and send a power off notification via email and/or mobile text message with its current location, time and date information.

• The Locator Status LED Indicator will continue to blink during the power off process, which may take up to 2 minutes to complete this important notification feature.

Q.How can I reactivate my device after I have canceled and deactivated my account?
A. If you would like to reactivate your device, please contact Customer Care and they will be able to assist you. Please call us at 1-866-989-7768.


Q. I want to cancel my service. Is there a fee?
A. If you decide to cancel your Zoombak service during the 30-day risk-free guarantee period, then you will not be charged an early termination fee and you will be given a full refund for any services billed in advance. If you decide to cancel your Zoombak service after the 30-day risk-free guarantee period, then a $100 early termination fee will billed to your payment card. You must contact Zoombak Customer Care to cancel your service.
Our customer care team is available to assist you. Please call us at 1-866-989-7768.

Q. I have added another device. When will I be charged for the new device?
A.If you have activated a second device, then your credit card will be charged a pro-rated charge beginning on the date your new device was activated through to your anniversary date.  For example, if you activated your first device on May 1st and then activated a second device on May 15th, your account will be charged for the second device for the period between May 15th and June 1st.  On June 1st you will be charged for a full month for both devices.

Q. Is there an additional charge or fee for changing payment methods?
A.No, there is no charge or fee for changing your method of payment. You can change the method of payment any time you would like by going to zoombak.com and logging on to your account or by contacting customer care.

Q. Is there a fee for using the Lost/Missing Customer Care service?
A.No, there is no additional cost if you contact care for assistance in the even of a lost or missing situation. Please contact a Zoombak customer care representative they will be happy to assist you if you need help tracking the location of your device. Please call us at 1-866-989-7768.

Q.Can I change the date of my automatic payment?
A.You cannot change the date of your automatic payment. The date of your automatic payment is always the anniversary date of when you activated your first Zoombak device.

Q.When will my first automatic payment take place?
A.Your first payment will be charged to your account on the date you activate your device. All billing is prepaid and your activation becomes your “anniversary date” for all billing going forward.

Q.Are there any fees or charges for moving?
A.There are no fees or charges for moving.

Q.I received a notice that my credit card cannot be charged or that payment was rejected and my account is past due. How will this affect my service?
A.In order to avoid any disruption in service, please update your credit card or payment information online by logging on to your account at www.zoombak.com or you can call our Customer Care center at the number provided below. Please call us at 1-866-989-7768.

Q.What do I do if I can't get the Zoombak locator to turn on?
A. If you can't get the Zoombak locator to turn on, then please make sure that you have charged our battery for at least 6 hours for first time use, 4 hours for subsequent use. If the device has been charged, please press and hold the Power button until the LED begins to glow. This will take approximately 2 seconds. The LED status indicator will change to blinking green when the device is ready to be used.


Q.I connected the vehicle locator following the steps outlined, however, the locator is not working when I try to check the status of my vehicle online.
A. Verify that the red wire from the device is connected to the vehicle wiring harness and that the black wire is connected to a metal ground connection. This is required for the locator to work properly.

For detailed instruction on installation, please go to http://www.zoombak.com/install/.

Please note that there are different locations for permanently installing the device versus placing the device in your car and using the battery or cigarette lighter adapter. (portable)
However, you may need to try a few different locations depending on the layout and set up of your car.

For permanent installation we recommend mounting:
- under rear package shelf or behind the glove box

If you are using your device in multiple cars and want to keep it portable, then we recommend that you place it in:
- glove box or center console

Q. The LED status indicator keeps blinking and the locator is not working.
A. Refer to the following list in order to determine the status of your Zoombak Advanced GPS Locator.
BLINKING GREEN Indicates Power ON
BLINKING AMBER (YELLOW-ORANGE) Indicates Low Battery
GREEN Indicates Fully Charged (When Charging)
AMBER (YELLOW-ORANGE) Indicates Charging
NO COLOR Indicates Power OFF or Battery Needs to Be Charged

Q. I am receiving alerts via e-mail, but I am not receiving alerts on my cell phone. .
A. In order to receive alerts on your cell phone, you must have SMS – Text Messaging capability and have this as part of your plan with your cellular carrier.

Q.What is a “Low Battery” alert? What do I need to do?
A. When you get a "Low Battery" email or text message alert, you should immediately charge your device. The alert is designed to let you know that your device is running out of energy and needs to be re-charged. You may also get a "Power Off" alert once the device runs down and powers itself off.

Q.What is a “Device Off” alert? What do I need to do?
A. A "Power Off" alert is an alert you will receive to notify you when the device is powering off. For instance, if the battery is running low, you would receive an alert shortly before it powers off. If you receive this alert and your device has run down, you will need to re-charge the device.


Q.What does "plain view" or "clear view" of the sky mean?
A. Your locator device needs to be in clear view of the sky so that the satellite signals can be received. “View of the sky” means that the device needs to have a line of sight to a group of satellites. GPS was developed for shipping, aircraft and launch vehicles, which have an unobstructed view of the sky.
GPS satellites are in constant motion, rising and setting, so that four satellites may rise and set in a 2 hour window of time. This means a fix that was obtainable fifteen minutes ago in a location may not be obtainable in the next try.
The best location to get a fix is on an open road. Roads provide a clear line of sight in the direction of the road, and often the buildings and trees are set back sufficiently that there is good visibility side to side as well. This is the ideal device location in order to get the initial fix or location for your device.

Q.Which web browsers are compatible and secure with Zoombak?
A. Maps may not display properly or return as "undefined" based on your browser. Please note the following:

The Zoombak locator application works with the following browsers:
Internet Explorer 6
Internet Explorer 7
Mozilla – Firefox

Zoombak does not work with Safari Browser as found on Macintosh (MAC) PCs. In addition, the application does not display properly on handheld devices such as Treos, iPhones, or Blackberries. The operating system of the PC (Windows 98, Windows 2000, MAC OS, etc.) should have no effect since the application is simply running a browser.

Also, If you have Internet security software running on your PC, you may need to adjust the settings. The windows security setting has to be set at medium or lower. If it set to high, you may have issues. If you are accessing the application from work, you may also have issues as your IT department may restrict access or have certain ports blocked.

Q. I can't view the map after I log in using Internet Explorer.  What do I do?

A.  To configure Internet Explorer to "display mixed content":

1. In Internet Explorer, go to Tools -> Internet Options -> Security -> Internet
2. Press "Custom Level"
3. Select the "Enable" radio button under "Display mixed content"
4. Apply the change