SUPPORT AND FAQ
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Frequently asked questions
What is VISTrak and how does VISTrak work for my business?
VISTrak is an Online Cloud solution for mobile app and tablet offering end-to-end visitor management, certification and reporting solution for multi-site businesses, their field teams, suppliers, representatives and contractors when visiting sites.
Multi-site businesses and businesses who manage field teams, suppliers, representatives and contractors that are registered with VISTrak will have access to real-time and historical visit data through dynamic reporting, recording accurate check-in and check-out times and activity across all sites via app or kiosk tablet. Your visitors will have digital e-forms and documents at their fingertips to provide specific reports all tied to a site location and task.
Where and when should I use the VISTrak App?
App Install, Version and Location Settings
Notifications may be sent to you whilst you are checked in to a site in case of an emergency or urgent safety communication.
Allowing camera access will give you the ability to add your profile picture and take photos to add to site visit reports. Make sure your profile picture is similar to that of a passport grade.
Ensuring app location services is set to ALWAYS allows you to check-in to sites registered with VISTrak when you are within range. This also allows you to minimise the app whilst checked in. Don’t worry, the app does not use location services one you have checked out. If you would like to see the locations you have checked into, these can be viewed in the app menu under “Location History”.
Both the iOS and Android versions of the VISTrak App will auto update depending on your phone settings. You can find the latest version in the Android Google Play and iOS App store. In the app you will find the current version located bottom left of the menu. Make sure you update the latest versions to optimise performance.
Yes, you can complete your “ONE-TIME” registration anywhere. As long as you are connected to WIFI or mobile data you do not need to be at a site to register. Your “ONE-TIME” registration will then allow you to check in to all registered company sites. You can then add and update accreditations as per different company requirements whenever required.
If you can’t see your company, scroll to the bottom of the list and select “Add Company”. Make sure you enter the full company name just in case there is another company out there with a similar name.
Yes, your email address and phone number are mandatory for registration. You can use your work or a personal email address, be sure to use the phone number that you have downloaded the app on. Either your email or phone number can then be used when logging into the app.
Your four-digit PIN allows for quick login when used with your phone number or email. Your PIN only allows you to login as you! Make sure your PIN is not consecutive or the same numbers. If you ever have to reset your PIN (tap “I Forgot My PIN” on the login screen) and you can reset it to the same number, so you don’t have to keep remembering new PINs.
Edit my Profile
Yes. Please tap on “Show My ID” in the app menu. You don’t have to be logged into a site to view your profile.
Yes. Firstly, make sure you are not logged in to a site. If so, log out first. Please tap on “Edit My Profile” in the app menu to update your profile details. You can update any of your profile fields, you will need to enter your PIN to confirm changes. If you update your phone number, you will receive a new SMS verification code required to confirm this change.
Make sure you are logged out of a site first. In the menu, tap on “Edit My Profile”, scroll down and tap “Edit Accreditations”. Add the company associated to the accreditation by entering the code or accreditation number, the expiry date and a photo of the card itself. Tap the green +Add button to save. Each accreditation will be listed below so you can update, remove and add when required.
Forgotten or need to change your PIN?
On the app login screen, tap “I forgot my PIN”, which is located under the blue Login button and follow the prompts.
Having trouble logging in to the app?
Having trouble checking into a site?
Double check you are at a site that is registered with VISTrak. If you are, and the site is not appearing on your screen, please try the following.
Still having trouble checking in to a site?
1. Press the app and hold down the until a menu box appears
2. Select ‘App Info’
3. Select ‘Storage’
4. Select ‘Clear Data’
5. Re-open the app, using your mobile phone number and PIN to log in
iOS does not provide the function to ‘reset’ the app, as a result you will need to un-install and re-install
1. On the phone App screen, hold down the until a menu box appear.
2. Select ‘Delete App’
3. Select ‘Delete’
4. Open ‘App Store’ and search for the app by typing VISTrak
5. Select the app
6. Select ‘Install’
7. Once installed, open the app, using your mobile phone number and PIN to log in.
What is the difference between a VISTrak and non-VISTrak site?
The Auto Check Out feature is not working?
Data usage & battery life
Depending on your phone model, the app uses approximately 4% of battery per hour when it uses foreground battery mode, in line with social platform apps (when you are actively using the app, taking photos, browsing or creating comments). However, once minimised, the app shifts to background battery mode, using less than 2% per hour.
Data sent to and from the app is compressed and encrypted to minimise data usage. Expected data usage for moderate activity is less than 0.5 to 1mb per day. Moderate activity includes multiple check in and check outs, adding photos and creating comments.
How do I check in to a site if my mobile phone runs out of battery life?
Need help? Call VISTRAK SUPPORT on 1300 853 990
Can’t find what you need and have a question? Call the VISTrak team on 1300 853 990
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