NeoTrack FAQ

Frequently Asked Questions – NeoTrack App

1. How do I install the NeoTrack app on my mobile device?

    Parents can track their child's school bus using the NeoTrack app, provided their phone number is listed as the registered phone number in the WhatsApp group sign-up sheet.
  • Download & Install the App:
  • Steps to log in:
    • Open the NeoTrack app.
    • Enter your registered phone number.
    • Click "LOGIN" button
    • Enter the OTP sent to your registered number.
  • 📘 App User Guide: https://youtu.be/uP7DnfonLzk
  • Having trouble accessing the app? Please do the following:
    • Mark “No” in the NeoTrack column of the WhatsApp sign-up sheet.
    • Email the following details to support@neotrack.us :
      • Student Name
      • Parent Name
      • Registered Phone Number
      • WhatsApp Group Name
      • Morning Boarding Point
      • Evening Drop-off Point

2. How do I install the NeoTrack app on an additional phone?

    Each student is typically associated with one registered parent phone number (primary phone number).
  • To use the app on additional phone:
    • Install NeoTrack app on the additional phone:
    • Open the NeoTrack app on the additional device.
    • On the Login screen, enter the registered phone number (not the phone number of the additional phone).
    • Retrieve the OTP from the registered phone number and enter it on the additional phone.
    • You will now have access to the app.

3. Why am I seeing a "404 Page Not Found" error when clicking the live tracking link?

    This error typically appears if the NeoTrack app is not installed or you are not logged in. Please refer to Question 1 for installation instructions.

4. What alerts/notifications does the app provide?

    The NeoTrack app provides the following real-time notifications:
  • Morning Alerts:
    • Alert 1: Driver starts the morning route.
    • Alert 2: Bus is 10 minutes away from your child’s boarding point.
    • Alert 3: Bus has arrived at the school.
  • Evening Alerts:
    • Alert 4: Driver departs the school with students.
    • Alert 5: Bus is 10 minutes away from your child’s drop-off point.
    • Alert 6: Drop-off is complete.

5. How do I enable or disable audio alerts?

    Audio alerts are an important feature for real-time updates.
  • To manage them:
    • Go to App → Settings → Audio Notifications
    • Enable or disable as needed.

6. Can I track multiple children using the same app?

    Yes. As long as your phone number is registered for each child, you can track them all from a single account. Use the toggle at the bottom of the app to switch between profiles.

7. Why am I seeing a “Driver Offline” message?

    This means the driver’s mobile device is either switched off or in sleep mode. The tracking will resume once the device is active.

8. Why does it say “Trip has not started”?

    Trips are activated only when:
    • The driver starts the morning pickup, or
    • The afternoon drop-off begins.
  • Outside these times, the trip status will appear as offline.

9. How do I update the driver on the app if a new driver is assigned?

    Driver details are updated automatically, and you'll receive a notification.
  • However, if needed:
    • Open the NeoTrack app
    • Tap the driver icon at the bottom
    • Select the appropriate driver from the list

10. How can I get access to the NeoTrack app?

    NeoTrack is available to all parents using Steve Transportation.
  • Ensure that:
    • Your phone number is listed correctly in the WhatsApp sign-up sheet.
    • If your child’s information is missing, please fill it out and mark “No” in the NeoTrack column.
    • The support team will register your number and confirm via SMS.

11. How can I update my child’s boarding point?

    NeoTrack allows parents to request changes to boarding points directly through the app.
  • To do so:
    • Go to App → Request → Change Boarding Point