When the device goes into Replacement mode this means that it hasn’t been returned to us within 60 days of receipt. There will be a lost fee charged to your account.

Trackers will start sending data as soon as the button is pressed. Based on the profile selected, pings will then be sent accordingly (1h, 30min, 5 min, etc.).

There can be scenarios when the device stops sending the data:

1. Too many devices in a confined area
2. Poor connectivity
3. Network is down

In each case the device still collects and saves the data and once the issue is resolved all the data will be transferred through to our Portal.

Please note our trackers can only measure temperatures between -15 and 50 degree Celsius.

If ParceLive goes out of sensor temperature range, readings from it won’t be reliable anymore.

In both scenarios please allow upto 4 hours for the screen to change after the button is pressed. 

1. Screen not working after pressing the button to activate the tracker:

Tracker has a faulty screen but the tracker is still working fine. You can check on the Portal if data has started transferring through. If the data isn’t visible on the Portal that means the tracker is faulty and you should send the device back to us for investigation and repair. We will send you a return label which you can then attach to the screen. If you encounter this kind of problem with the device please get in contact with us by submitting a helpdesk ticket on our website. Please click on the following link to submit a ticket: https://support.hanhaa.com/portal/en/newticket

If you’re sending the device back from a country where we don’t have a return solution please follow the instruction in Question 9. 

2. Screen not responding when I press the button to stop the tracking:

If the return address doesn’t appear on the screen you have 2 options to return the tracker to us. 

1. We book a collection for you if you want to return the device from a country we don’t have a return solution. Please follow the instructions in Question 9. 
2. We send you a return label if you want to send the device back to us from a country where we have a return solution. You can then stick the label to the device and send it back to us via postal service (free service).

List of Countries with no 2G (no connectivity): Taiwan, South Korea, Japan, Australia, Singapore. 

Due to high connectivity costs, Hanhaa have blocked the following countries: 

Angola (AGO),  Belize (BLZ), Brunei (BRN), Comoros (COM), Cuba (CUB), Djibouti (DJI), Equatorial Guinea (GNQ), Ethiopia (ETH), Falkland (FLK),  Guam (GUM), Iraq (IRQ), Laos (LAO), Lesotho (LSO), Maldives (MDV), Namibia (NAM), New Caledonia (NCL), Northern Marianne Islands (MNP), Saipan/Marianne (MNP), Saint Pierre and Miquelon (SPM), Sao Tome and Principe (STP), Somalia (SOM), Syria (SYR), East Timor (TLS),  Turkmenistan (TKM)