FAQ - Track&Go

Faq’s for the interested buyer Faq’s for the user

Faq’s for the interested buyer

What makes the Samsonite Track&Go different from other luggage tracking solutions?

Track&Go utilizes a multi-method global tracking system to provide travelers with the most accurate locational data in the world, no matter what type of wireless connectivity is available. Most luggage tracking solutions work on bluetooth only; which means it can only tell you if your bag is very close to you. Some luggage tracking solutions also use GSM (cell towers) to identify a general area of where your bag could be located. The Samsonite Track&Go is the only system that uses GPS + 2G/3G + WiFi + BLE to tell you exactly where your bag is right now, within a few meters.

Who is the Samsonite Track&Go designed for?

When you carry your world with you, you want to know your bag is safe. The Samsonite Track&Go was designed to take the worry and hassle out of travel by letting you know where your bag is at all times—with great accuracy.

How does the Samsonite Track&Go work?

The Samsonite Track&Go is comprised of two parts. First is our sleek, lightweight tracking Device that can be placed inside check-in luggage, carry-ons, a daily commuter briefcase or anything a User wants to keep an eye on as it travels with them. Secondly, is our complimentary Track&Go Smartphone App. Compatible with with IOS 8.0 and higher and Android 4.4 and higher, our unique app communicates with the Device, allowing Users to utilize multiple tracking methods to best suit their needs.

** Data service plan required to operate the Smasonite Track&Go. Yearly and monthly data plans sold separately, through the Track&Go App. Connected by AT&T (Coverage and service not available everywhere)**

Is the Samsonite Track&Go permitted to use on airplanes?

Yes. The Track&Go has built-in functionality to automatically put the device in sleep-mode upon take-off and wake up upon landing, making the Track&Go fully FAA compliant. The Samsonite Track&Go is classified as a Portable Electronic Device (PED), is in compliance with and meets the requirements of, the latest FAA Advisory Circular (AC) 91.21.1D issued for use of electronic devices aboard aircraft. For complete information on the FAA Circular (AC) 91.21-1D, please visit: https://www.faa.gov. If you ever run into an issue with your device and airport personnel, show them the back of the device, which has its national certification and safety symbols displayed.

Will Samsonite Track&Go work overseas? Are there any countries in which the device will not operate?

The Track&Go Device’s communication service is supported by AT&T’s extensive global network. Please be aware, service and coverage may not be available everywhere . Please keep in mind that your phone is a separate entity. For optimal use when traveling internationally, it’s suggested to use an international data plan with your cellphone service provider prior to your departure, as well as activate the appropriate international settings on your smartphone. If you feel like your Track&Go App isn’t working like it should, be aware of your phone’s connectivity. In some cases and when available, relying on your network can produce better results than WiFi.

Does it make a difference which cell phone carrier I use? What network does Samsonite Track&Go work on?

The Track&Go App works on your smartphone just like any other app, meaning your personal cell phone provider has no impact on your Track&Go Device. Separate from your phone, your Track&Go Device has a built-in SIM that is connected to AT&T’s extensive global network.

** Data service plan required to operate the Smasonite Track&Go. Yearly and monthly data plans sold separately, through the Track&Go App. Connected by AT&T (Coverage and service not available everywhere)**

Is there anything special I have to do to the device when traveling internationally?

No, the Track&Go Device will automatically connect to AT&T’s global network … However, please keep in mind that your phone is a separate entity. For optimal use when traveling internationally, it’s suggested to use an international data plan with your cellphone service provider prior to your departure, as well as activate the appropriate international settings on your smartphone.

How does the AT&T service plan work for the Samsonite Track&Go?

It’s easy! Activated at your convenience and right through the Track&Go app, you have the option to purchase a yearly or monthly data service plan on AT&T’s global network.

**Data plan not included with the purchase of the Track&Go device. For data plan pricing ahead of activation, please visit http://www.samsonite.com/trackandgo **

What if I typically travel with multiple bags?

No worries! You can track up to 6 Track&Go devices on your App at once!

Can I use the Track&Go Device with multiple phones?

Yes! You can use your Track&Go Device with multiple phones, however due to the nature of the tracking technology you will only be able to track your Track&Go Device with one phone at a time.

Which smartphones is the app available on? Will the mobile app work on my device?

Any iPhone with IOS 8.0 and higher or any Android device with 4.4 or higher

Is the app available for tablets?

At this time the Track&Go App is only compatible with smartphones.

Does the device use rechargeable batteries?

The Track&Go Device uses a built-in battery that is rechargeable with the power adapter and cord, included with your Track&Go purchase.

What is the device warranty?

Samsonite Track&Go provides a limited warranty that the device is free from defects in materials or workmanship under normal use when used in compliance with the User Manual for one year from the original date of purchase from an authorized Samsonite Track&Go reseller, subject to the limitations and terms of the warranty disclosure. You should read Samsonite’s full warranty disclosure here: http://www.samsonite.com/trackandgo. Samsonite provides no warranty regarding the wireless service provided by AT&T.

Faq’s for the user

Is the Samsonite Track&Go permitted for use on airplanes?

Yes. The Track&Go has built-in functionality to automatically put the device in sleep-mode upon take-off and wake up upon landing, making the Track&Go fully FAA compliant. The Samsonite Track&Go is classified as a Portable Electronic Device (PED), is in compliance with and meets the requirements of, the latest FAA Advisory Circular (AC) 91.21.1D issued for use of electronic devices aboard aircraft. For complete information on the FAA Circular (AC) 91.21-1D, please visit: https://www.faa.gov. If you ever run into an issue with your device and airport personnel, show them the back of the device, which has its national certification and safety symbols displayed.

Should I turn my Track&Go OFF from my app once it’s been checked with the airlines or before the plane departs?

No. When in TRAVEL MODE your Track&Go device has a built-in functionality to automatically put the device in sleep-mode upon take-off and will wake up on landing, making your Track&Go fully FAA compliant.

Does the device need to be positioned inside my luggage in any specific way?

We recommend placing it within the main compartment of your luggage as opposed to any outer pockets. Also, be sure it’s protected from any liquids that you may be traveling with.

PLEASE NOTE: The Samsonite Track&Go may not function as intended when placed inside of a carbon-fiber packing case, an aluminum packing case or a case with metallized film.

Is there anything I should do differently when traveling internationally?

No. The Track&Go Device will automatically connect to AT&T’s global network. However, for optimal use when traveling internationally, because the device is controlled via an app on your smartphone, it’s suggested that you switch to an international data plan with your service provider prior to your departure, as well as activate the appropriate international settings on your smartphone.

Will I have any problem with airline security when I check in my bag with the device in it?

Your Track&Go device should be treated like any other personal electronic device. The Samsonite Track&Go is classified as a Portable Electronic Device (PED), is in compliance with and meets the requirements of, the latest FAA Advisory Circular (AC) 91.21.1D issued for use of electronic devices aboard aircraft. For complete information on the FAA Circular (AC) 91.21-1D, please visit: https://www.faa.gov. If you ever run into an issue with your device and airport personnel, show them the back of the device, which has its national certification and safety symbols displayed.

My app is showing that my device is OFF, but I just charged it and turned it on. Why is this happening?

Your device will show as OFF for one of three reasons. First, the device has no connectivity to the app. The Track&Go Device’s communication service is supported by AT&T’s extensive global network. Please be aware, service and coverage may not be available everywhere. Second, the device was manually turned off. Third, the battery has run out. Please be sure to use the charging adapter that came with your Samsonite Track&Go, failure to do so could result in your device not properly charging, may cause damage and may invalidate the product warranty. To verify your battery status, you should receive an EMAIL, PUSH and/or SMS (text) NOTIFICATION when your battery falls below 15%.

Why does it seem like my phone's battery life is reduced when I'm using the Track&Go App?

Much like the battery in your Track&Go Device, certain features can make your phone work harder and more frequently, therefore using more of its battery. For instance Proximity Mode requires your phone to be at full attention and ready to act when certain movements are detected. When not in use, turn Proximity Mode Off. Constantly checking your Track&Go Map and over using the Locate feature can also use up your battery life quickly.

I’m using the Track&Go App, but the Map will not update.

This happens for one of two reasons: Either the device has low to no connectivity or your phone has low to no connectivity.

PLEASE NOTE: Though local Wifi can be effective, data transfer and response times can be much slower due to public WiFi data limitations (such as an airport’s free Wifi). When presented with this situation, it is highly recommended that you turn the WiFi off on your smartphone and rely on your service provider.

How do I activate SMS (text) notifications?

In order to activate your SMS (text) notifications, you must add your phone number to your User Profile. Navigate to your SETTINGS by clicking the Main Menu icon and select EDIT PROFILE. Here you will find the option to enter your PHONE NUMBER, including your INTERNATIONAL CODE. Be sure to enter your phone number and international code correctly or the SMS (text) will not reach your phone.

  • +1 for the U.S. and Canada (Example: 212-555-1212, should be entered as +12125551212)
  • For a full list of Country Calling Codes please visit: http://www.att.com/support_media/images/pdf/Country_Code_List.pdf
  • PLEASE NOTE: You MUST start your phone number with a “+” followed by your phone number’s INTERNATIONAL CODE or you will not receive SMS (text) alerts
  • National or International text-messaging rates may apply

What can I do if my device is lost or stolen?

In the event that your device is lost or stolen, you have two options:

  1. If your device is ON at the time it was lost or stolen, you can utilize your various tracking modes to find it. If it was stolen, please contact local authorities to assist you in retrieving your stolen property.
  2. If you’ve determined that your device is “gone for good,” under SETTINGS, navigate to the Plans and Subscriptions screen and select Cancel Subscription for the lost device. Follow the quick, screen-by-screen instructions to cancel your Track&Go’s data plan, rendering it inoperable.