FAQ

What is the MyVault function?

MyVault allows a member to add very useful personal information to assist efficient response in the event of an incident. A user’s MyVault profile can be accessed by them online, or via the App on the user’s phone. The user does not have to have the App or a MyVault profile to access the ERPC in…


My Phone isn’t a smartphone, what now?

Please save our emergency telephone number 08 616 87 225 (08 616 TRACK)  on your mobile phone, and also keep it next to your landline. Please note that you can still create and manage your profile online at https://members.trackbox.world and register. If you have created an online profile, it…


Can I use the app for someone else?

Yes – please alert us to incidents that might not directly impact you, but someone else in need of assistance. We hope that you never need to make use of our services or NPO projects but rather that you may be able to use these tools to help others, that you are empowered to take action and…


Why don’t we get roadside assistance and ambulance service included in the premium package?

The Premium package covers the managed response of an incident by TrackBox and aims to provide you with assistance for all emergency incidents including the dispatching of emergency responders such as the police or ambulances. The AAA Response ERPC is not a responder itself but aims to link you to…


How / Why should I upgrade to premium and what will it cost?

The Premium package covers response management services, and provides full functionality in app, as well as access to 100+ response organisations and thousands of responders, while the free (NPO) option provides limited functionality in-app, and includes a free speed dial to SAPS. Apart from…


What if my child plays with my phone and he/she press the panic app?

No problem.  Try and stop the clock before it dials through to the ERPC. If it does go through to the ERPC, please take the call when they call and just mention that it was an accidental activation.  However, it is worth teaching your children how to use the App.


Can I test the app from time to time?

We are happy for you to test the app whenever you want. We hope that our members never need to use our services, but as a reminder, we do ask that you familiarize yourself with the process of activating an emergency so that it comes more naturally when you need it most. In familiarizing yourself…


How do I update my profile on the app and can it be done online as well?

Yes - Members can update their profile by selecting the hamburger menu bar on the top right-hand corner of the app screen, followed by MyVault, then enter their pin. The customer can then proceed into adding in their details. Once you have completed your MyVault profile creation, an SMS will be…


I lost my old phone and got a new phone. What should I do?

You can download the App again on your new phone via the Google play store /App store. Log-in by inputting your username and password, and the App will refresh your profile. Alternatively, please call our customer support line If you have forgotten your log-in details, you can select “forgot…


Once I downloaded the app, it doesn’t open?

There could be a few things that could cause this to happen. Please always ensure that all permissions are accepted on your phone Please ensure that your cache has been cleared If the issue persists please call our customer support number - 08616 23646