Support
Knaizen is a fleet telematics platform for fleet owners and managers. If you need help — with sign-in, a vehicle not appearing, an alert that fired incorrectly, or anything else — we'd like to hear about it.
The fastest way to reach us is support@knaizen.com. Please include:
- Your fleet name or registered email.
- What you were trying to do.
- What actually happened (a screenshot helps a lot).
We aim to reply within one business day. For urgent issues affecting a live fleet, mark the subject line [URGENT]and we'll prioritise it.
Common questions
A vehicle is showing Offline but the engine is on.
Offline means we haven't received a position from the tracker for more than 10 minutes. The device may be in poor reception, powered off, or the SIM may have an issue. Open the vehicle detail page and check the Device Health card — GSM signal and external power tell you whether the tracker is alive but can't reach the network, or simply not running.
A trip is stuck in 'active' state.
If a tracker stops reporting mid-trip (offline, IP change, low battery), the trip will be auto-closed within 5 minutes the next time anyone opens the vehicle, trip, or fleet view. No action needed.
The mobile app shows different times than the web dashboard.
Both render times in your device's local timezone. If they disagree, your phone and computer clocks may be in different zones, or one is set to a manual time. Setting both to "set automatically" resolves it.
How do I delete my account and data?
Email support@knaizen.com from the address registered to your account. We'll confirm and action the deletion within 30 days. See our Privacy Policy for details.
Status
If the web dashboard or mobile app appears down for everyone, the underlying API service may be having an outage. Check api.knaizen.com/health — a 200 response means the API is up. If it's not, we're on it; emailing isn't necessary unless the outage persists for more than 30 minutes.