Question 1

What is Hellotracks?

Accepted Answer

Hellotracks is a field operations platform that helps businesses manage mobile workforces more efficiently. It combines live GPS tracking, job dispatching, route optimization, geofencing, automated time recording, and reporting — all in one platform.

Operations managers, dispatchers, and field teams use Hellotracks to reduce manual coordination, improve visibility across their workforce, and complete more jobs every day.

Question 2

Who is Hellotracks built for?

Accepted Answer

Hellotracks is designed for any business that manages field staff — people who work outside an office. It serves a wide range of industries, including:

Field services — HVAC, plumbing, electrical, maintenance, and inspection teams; Healthcare logistics — organ and tissue transport, medical couriers, specimen delivery; Micromobility — bike-share operators managing fleets across cities; Security and patrol services — guard companies tracking routes and check-ins; Construction and public works — crew scheduling and site visits; Property management — maintenance and inspection scheduling

If you have people in the field and need visibility, Hellotracks is built for you.

Question 3

What makes Hellotracks different from other field management tools?

Accepted Answer

Several things set Hellotracks apart:

Same-second live location updates — most competitors update location every few minutes. Hellotracks shows you where your team is right now.; No special hardware required — the platform runs on your team's existing smartphones. There's nothing to install, ship, or configure beyond downloading the app.; Rapid deployment — you can have your team set up and tracked on the same day you sign up. Most customers are operational within hours.; Flexible per-user pricing — you only pay for the users you have. Add or remove team members and billing adjusts automatically.; Built for diverse operations — unlike tools built specifically for tradespeople or fleet management, Hellotracks serves any field operation, from bike-share fleets to medical logistics.

Question 4

Where is Hellotracks based?

Accepted Answer

Hellotracks was incorporated in the US in 2025, its founders its operations to Switzerland. Hellotracks serves customers all over the world.

Our team and support staff cover multiple time zones — North America, Central Europe, and Asia — so wherever you are, you have access to timely help.

Question 5

Can I try Hellotracks before committing?

Accepted Answer

Yes. Hellotracks offers a 30-day free trial with access to all features — no credit card required. You can create as many users as you need, test the API, and run real dispatching workflows during the trial period.

You can also use a test email address if you prefer not to set up your official business account right away. There are no obligations and no strings attached.

Question 6

What languages does Hellotracks support?

Accepted Answer

Hellotracks is available in English, Spanish, and German. The platform also supports both 12-hour (AM/PM) and 24-hour time formats, as well as multiple time zones to ensure accurate timestamps for teams across different regions.

Question 7

What does Hellotracks include?

Accepted Answer

Hellotracks is a complete field operations platform. Core features include:

Live location tracking — same-second GPS updates on a live map; Job dispatching — create, assign, and manage jobs from a web dashboard or mobile app; Route optimization — optimize routes with up to 100 stops, factoring in distance, time windows, skills, and working hours; Geofencing — set up places and zones; the system automatically records arrivals and departures; Automated time recording — on-site time is captured without any manual input from field staff; Timesheets — clock in/out records are available for export and reporting; Proof of service — capture photos, signatures, and custom form responses per job; ETA notifications — automatically notify clients when a worker is on their way; Reports and analytics — mileage, idle time, job performance, heatmaps, and custom reports; API and integrations — connect Hellotracks to your existing tools via API or webhooks. Hellotrakcs also offers ready to use integrations with Slack, Google Calendar, HubSpot, Monday, Salesforce, Zapier and n8n.

Question 8

Is there a web dashboard and a mobile app?

Accepted Answer

Yes. Hellotracks has two sides:

Web dashboard — accessible from any browser on any device. Administrators and operators use this to track teams live, create and dispatch jobs, manage routes, and pull reports.; Mobile app — available for Android and iOS. Field workers use the app to receive jobs, follow their route, capture photos and signatures, and share their location. Operators can also use the mobile app to manage tasks in the field.

Once the mobile app is installed and the correct location permissions are set, tracking happens automatically in the background — no manual check-ins required from field staff.

Question 9

What are the user roles in Hellotracks?

Accepted Answer

There are three roles in Hellotracks:

Administrator — full access to account settings, user management, billing, and all features. Administrators are not trackable by the rest of the team.; Operator — access to both the web dashboard and the mobile app. Operators can create and dispatch jobs, manage routes, and perform field activities. They can be tracked during working hours.; Worker — mobile app only. Workers share their live location, receive and complete jobs, and submit form responses. They can see their own location history and timeline.

One account can have multiple Administrators, Operators, and Workers. You can adjust roles at any time from the web dashboard.

Question 10

Can workers see their own data?

Accepted Answer

Yes. Hellotracks is designed to be transparent — not just for managers but for field staff too. Workers can view their own location history, timeline, and assigned jobs directly in the mobile app.

You can also configure the system to automatically send workers a copy of their own activity report, so they always know what's been recorded about their workday. This helps build trust and reduces disputes over time or mileage.

Question 11

Does Hellotracks work offline or in areas with no connectivity?

Accepted Answer

Yes. If a field worker enters an area without cell coverage, Hellotracks persists all GPS data on the device. The moment connectivity is restored, all location history, timestamps, and activity data automatically sync to the platform.

The only difference during offline periods is that live tracking won't update in real time on the dashboard — but no data is lost, and the complete location history for that period becomes available as soon as the device reconnects.

Question 12

Can I customize jobs and forms?

Accepted Answer

Yes, extensively. You can create custom fields on jobs — open text boxes, dropdowns, checkboxes, numeric inputs, photo uploads, and signature captures. These can be set up in any language, so the keyboard on a worker's phone adjusts to the expected input type.

You can also create job types (for example: installation, maintenance, inspection) to better organize and filter your data. Every custom response is stored per job and available for reporting.

Question 13

Does Hellotracks support SSO (Single Sign-On)?

Accepted Answer

Yes. Hellotracks supports SSO via Microsoft Azure (Entra ID) and Okta. For organizations using Microsoft Intune for mobile device management, Hellotracks can be configured to enable Enterprise SSO on managed iOS and Android devices, allowing workers to sign in automatically without a separate username and password.

Question 14

Does Hellotracks have an AI assistant?

Accepted Answer

Yes. Hellotracks includes two AI assistants:

Platform assistant — helps you navigate features, find answers in the help center, and understand how the platform works.; Dispatch assistant — learns how your team works over time and can handle routine dispatching for you. For example, you can say "create a job for Property A and assign it to Technician 2" and the system will do it — getting smarter and faster the more you use it.

Question 15

How live is the live tracking?

Accepted Answer

Hellotracks updates location in real time — down to the same second. Unlike many GPS tools that refresh every few minutes, Hellotracks shows you where your team is right now. You can hover over any location dot on the live map to confirm the exact timestamp of the last GPS point.

This matters most when you need to make fast dispatching decisions, respond to incidents, or verify proof of service at a specific time.

Question 16

Does tracking require specific hardware or devices?

Accepted Answer

No. Hellotracks runs on any Android or iOS smartphone — no special hardware, OBD dongles, or dedicated devices required. Your team simply downloads the Hellotracks app, logs in, and tracking begins.

If you're evaluating devices for field deployment and want advice on which models provide the most accurate GPS performance, the Hellotracks team can help you assess options.

Question 17

Does tracking run in the background when the app is not open?

Accepted Answer

Yes. Once the app is installed and location permissions are set to "Always" or "All the time", Hellotracks tracks in the background without the worker needing to keep the app open. This is required for geofence check-ins and continuous location history to work correctly.

The web dashboard shows each device's status — including whether location permissions are correctly configured — so managers can quickly identify any devices that need attention.

Question 18

Can I see location history, not just live position?

Accepted Answer

Yes. Hellotracks records a complete timeline for every worker — trips, stops, check-ins, and check-outs — with accurate timestamps. You can review any worker's day in detail: where they went, how long they spent at each location, and what time they arrived and departed.

This history is available through the web dashboard and can be exported for reporting, auditing, or client billing.

Question 19

Can I track vehicles as well as people on foot?

Accepted Answer

Yes. Hellotracks tracks whatever carries the smartphone — whether that's a field worker walking between sites, a technician in a van, a courier on a bike, or a security guard on patrol. The platform works equally well for on-foot and vehicle-based operations, and many businesses use it for a mix of both.

Question 20

How does job dispatching work in Hellotracks?

Accepted Answer

Jobs are created in the web dashboard or mobile app with a location, title, date, contact details, notes, and any custom fields your team needs. Once created, you can:

Manually assign a job to a specific team member by dragging and dropping it to their board; Auto-assign by asking the system to find the best available worker based on proximity, availability, skills, and schedule; Bulk import jobs from a CSV or Excel file — useful when syncing from a CRM or external system; Use our APIs or integrations to create jobs in Hellotracks.

Workers receive new job notifications on their mobile app. You can monitor job status in real time from the dispatch view, and reassign or edit jobs at any point during the day.

Question 21

Can I reassign jobs mid-day?

Accepted Answer

Yes, at any time. If a worker finishes their jobs early and has capacity, you can drag and drop additional jobs from another team member's board or the unassigned queue directly to them. You can also reassign by opening the job and updating the assigned user — the change is instant and the worker receives an update on their app.

Question 22

What happens to jobs that aren't completed in a day?

Accepted Answer

You can enable carryover on a job, which means it automatically rolls over to the next day if it's not completed. The job stays active and reassigned daily until it's marked as done. This is especially useful for recurring or time-sensitive visits that must be completed regardless of the day.

Question 23

Can I create recurring routes and schedules?

Accepted Answer

Yes. Hellotracks supports recurring routes, which let you assign the same set of stops to a team member on a defined schedule — daily, on specific days of the week, or at custom intervals. Once set up, the route loads automatically for that worker without needing manual daily dispatch.

Question 24

Can workers capture proof of service on the mobile app?

Accepted Answer

Yes. For each job, workers can:

Upload photos with automatic GPS coordinates, date, and timestamp embedded; Capture client signatures directly in the app; Complete custom forms with answers, selections, or uploaded files; Mark jobs as completed or flag issues

All of this data is attached to the job record and available in the web dashboard for reporting, invoicing, or audit purposes.

Question 25

Can clients receive automatic notifications when a worker is on the way?

Accepted Answer

Yes. Hellotracks can automatically send ETA notifications to the contact email associated with a job when a worker taps "On the way." The system calculates the estimated arrival time based on current location and sends the notification without any manual steps. You can configure when this notification goes out (for example, 30 minutes before arrival) from the company settings.

You can also configure automatic job completion confirmations so clients receive proof of service once a job is marked complete.

Question 26

Can I group jobs or organize them by team, zone, or type?

Accepted Answer

Yes. You can organize jobs using job groups, teams, job types, and priority levels (low, normal, high). You can also filter and sort jobs in the dispatch view by any of these fields and bulk-edit multiple jobs at once. This is useful for managing large teams with distinct territories, shift structures, or service types.

Question 27

Does Hellotracks optimize routes?

Accepted Answer

Hellotracks includes route optimization that can handle up to 100 stops per route. You can optimize a route in two ways:

Optimize Route — orders stops for shortest distance or least driving time; Solve Route — a more advanced mode that takes into account time windows per stop, worker skills, capacity, and working hours schedules to find the best overall assignment

Route optimization can be done by a dispatcher from the web dashboard, or workers can optimize their own route on the go from the mobile app if you enable that permission.

Question 28

Does job priority affect route optimization?

Accepted Answer

Yes. Jobs marked as high priority are always placed at the top of the optimized route, even if that adds some driving distance. Normal and low priority jobs are sequenced for efficiency. This ensures your most urgent stops are always handled first.

Question 29

Can the system find the best worker to assign to an urgent job?

Accepted Answer

Yes. Using the Find Assignee feature, the system evaluates all active workers and returns a best match, a runner-up, and a contender for any unassigned job — based on proximity, availability, working hours, skills, and team assignments. You can review the options and confirm with one click.

Question 30

Can workers optimize their own routes on the go?

Accepted Answer

Yes, if you enable that permission for them. Workers can optimize their remaining stops directly from the mobile app, which uses real-time data to recalculate the best order based on current traffic and location. This is useful when things change mid-day — traffic delays, job cancellations, or new urgent stops added to their schedule.

Question 31

What is a geofence in Hellotracks?

Accepted Answer

A geofence is a virtual boundary around a physical location. In Hellotracks, geofences are called Places. When a worker's device enters or exits a Place, the system automatically records:

Arrival timestamp; Departure timestamp; Total time on site

This happens automatically in the background without any action from the worker. You can create thousands of Places — useful for operators managing large numbers of sites, stations, or client locations.

Question 32

How small can a geofence be?

Accepted Answer

The minimum geofence radius is 25 meters (approximately 80 feet). The recommended default size for most operations is around 100 meters, which balances accuracy with avoiding false check-ins from nearby roads or adjacent buildings.

For larger areas — campuses, zones, or districts — you can draw custom polygons using the Zones feature, which supports irregular shapes beyond simple circles.

Question 33

How does Hellotracks prevent false check-ins?

Accepted Answer

You can set a minimum on-site time threshold in company settings. If a worker enters a geofence and leaves before that time elapses (for example, driving past a location), the system records the activity but filters it out of reporting as a false check-in.

All raw GPS activity is still stored — only the reporting and visible timeline are filtered — so you never lose underlying data.

Question 34

Can I receive alerts when a worker enters or exits a zone?

Accepted Answer

Yes. You can configure alert rules that notify supervisors when a worker arrives or departs from a specific place, stays at a location beyond an expected time, or fails to arrive within a set window. This is especially useful for security patrols, compliance monitoring, and time-sensitive service visits.

Question 35

Can I import polygon zones from a KML file?

Accepted Answer

Yes. If you have existing polygons in a KML file or similar format, contact support@hellotracks.com with your username and file, and the team will assist with importing them into your account.

Question 36

What kinds of reports does Hellotracks generate?

Accepted Answer

Hellotracks provides a range of standard and custom reports, including:

Mileage reports — total distance driven per worker or vehicle; Timesheet reports — clock-in/out records, on-site time per location; Job performance reports — completion rates, issues flagged, time per job; Travel statistics — speed, trips, stops, driving time; Heatmaps — visualize where your team spends the most time; Idle time reports — identify inefficiencies in daily workflows; Custom form responses — export field data captured by workers per job

Reports can be exported in PDF or XLSX format.

Question 37

Can I schedule reports to be sent automatically?

Accepted Answer

Yes. Recurring reports can be scheduled to generate and send automatically on a daily, weekly, or bi-weekly basis. You select the report type, the team members or places to include, the time frame, and the recipients — then the system handles the rest without any manual effort.

Question 38

Can I track individual worker performance over time?

Accepted Answer

Yes. The Statistics section gives you a performance overview per team member, including total jobs assigned, completion rate, issue rate, engagement rate, on-site time, and travel stats. You can apply date filters and select individual members or the full team. This helps you identify top performers, spot bottlenecks, and make better staffing decisions.

Question 39

What integrations does Hellotracks support?

Accepted Answer

Hellotracks offers several integration options:

REST API — the most powerful option. Create, update, and manage jobs programmatically. Sync Hellotracks with your CRM, work order system, or any other tool. API credentials and documentation are available from the first day of your trial.; Webhooks — receive real-time push notifications when jobs are created, updated, completed, archived, or deleted. Connect Hellotracks events to any external system instantly.; Slack — native integration for team notifications and updates; Google Calendar — sync job schedules with your team's calendar; CSV/Excel import — bulk import jobs from spreadsheets for teams not yet ready for full API integration; n8n — Connect Hellotracks to any tool in your stack using n8n’s visual workflow builder. Automate job creation, dispatch, notifications, and reporting without writing a single line of code.; HubSpot — link your Service Hub to Hellotracks and transform tickets into dispatched field jobs. Real-time updates via webhooks sync core ticket data, while mapped custom properties are kept in reconcile sync.; Salesforce — connect Salesforce to Hellotracks via OAuth. Your Salesforce Cases are transformed into dispatched field jobs, with real-time updates via inbound webhooks and a reconcile sync to ensure all data remains consistent across platforms.; Zapier — Connect Hellotracks to your existing software stack using Zapier’s automation platform. Build custom workflows to sync data and automate routine field tasks in minutes, with no coding required.; Monday — Connect your Monday.com workflows to Hellotracks and turn project items into coordinated field operations — view all active jobs live from within your board.

Question 40

Is the API available during the free trial?

Accepted Answer

Yes. API credentials and documentation are available as soon as you sign up for the 30-day free trial. You can start testing integrations, creating jobs via API, and exploring webhooks from day one — no paid subscription required to access the API during the trial period.

Question 41

Do you have a reseller or partner program?

Accepted Answer

Yes. Contact sales@hellotracks.com to learn about reseller and partner arrangements. Or visit the sites below:

https://hellotracks.com/en/reseller/; https://hellotracks.com/en/affiliate/

Question 42

How quickly can I get Hellotracks up and running?

Accepted Answer

Very quickly. Most teams are operational within a few hours of signing up. The basic setup involves three steps:

Create your account and add your team members (via email invitation, username/password, or invite code); Have field workers download the app and log in; Enable background location permissions on their devices

Once those steps are done, you can see your team on the live map, start creating and dispatching jobs, and set up your first places and geofences. There's no hardware to configure, no lengthy training process, and no implementation project.

Question 43

How do I add team members?

Accepted Answer

There are several ways to add members:

Email invitation — enter the member's email address and they receive instructions to install the app and finish setting up their account; Username + password — create credentials internally and share them with the worker directly; Invite code — generate a code and share it via any messaging app. Workers sign up in the mobile app with the code and join as Workers automatically.; API — for large or high-turnover teams, create and manage users programmatically; SSO — for organizations using Microsoft Azure or Okta, users can be provisioned through your identity provider

Question 44

What if a worker gets a new phone? Will they lose their data?

Accepted Answer

No. All data is stored securely on Hellotracks servers, not on the device. If a worker gets a new phone, they simply re-download the Hellotracks app and log in with their existing credentials. Their full history, settings, and account are restored immediately.

Question 45

Is there training or onboarding support available?

Accepted Answer

Yes. During the 30-day trial, you have access to the Hellotracks support team — including the option to schedule a setup session focused on configuring your account to match your specific workflows. The platform also includes an in-app help center with articles, video guides, and an AI assistant to help you find answers fast.

For enterprise accounts, custom training and SLA agreements are available.

Question 46

What if I forget my password or lose access to my account?

Accepted Answer

You can reset your password from the login screen by entering your username or email address. A reset link will be sent to your email. If you don't receive it within a few minutes, check your spam folder — or contact support@hellotracks.com for help. If you've forgotten both your email and password, the support team can assist you after verifying your identity.

Question 47

How much does Hellotracks cost?

Accepted Answer

Hellotracks pricing starts at US$10 per user per month and scales based on the features you need. The Dispatch subscription — which includes job creation, route optimization, reporting, and auto-dispatch — is priced at US$15 per user per month on a monthly plan.

Annual billing is available at a discount (approximately $12.50 per user per month, saving around 20%). There are no setup fees and no hidden costs.

Question 48

What counts as a "user" for billing purposes?

Accepted Answer

A user is any account created in your Hellotracks company — regardless of role (Administrator, Operator, or Worker). Billing is prorated, so if you add a user mid-month, you only pay for the days they were active. If you delete a user, you stop being charged from that point. You are never locked into paying for users you no longer need.

Question 49

Are there volume discounts for larger teams?

Accepted Answer

Yes. Volume discounts are available for accounts with larger teams. Contact the Hellotracks sales team to discuss pricing for your specific headcount and usage. Annual billing also qualifies for approximately 20% off the monthly rate.

Question 50

Do you offer discounts for nonprofits or NGOs?

Accepted Answer

Yes. Hellotracks offers nonprofit pricing. Contact support@hellotracks.com directly to discuss your organization's specific needs, project length, and team size, and the team will provide a custom quote.

Question 51

Can I start on a monthly plan and switch to annual later?

Accepted Answer

Yes. Many customers start on a monthly plan to pilot Hellotracks with a smaller group, then move to annual billing once they've confirmed the fit and have a clearer sense of their team size. Switching plans is straightforward — contact the team whenever you're ready.

Question 52

Do I need to choose a specific mobile carrier?

Accepted Answer

No. Hellotracks works with any carrier and on any data plan. Your team uses their existing smartphones and mobile data — there are no carrier restrictions or additional connectivity costs from Hellotracks.

Question 53

Is Hellotracks GDPR compliant?

Accepted Answer

Yes. Hellotracks is GDPR compliant and serves customers across the European Union. For organizations operating in countries with specific data protection laws (such as Italy's strict employee monitoring regulations), the Hellotracks team can help you define the appropriate scope and configuration for tracking — ensuring it is limited to clear, justifiable purposes such as safety, scheduling, and accountability.

Geofencing and zone-based tracking can be configured to operate only during working hours, which supports GDPR and union compliance requirements.

Question 54

Can tracking be restricted to working hours only?

Accepted Answer

Yes. Hellotracks allows you to define working hour schedules for each team member. Tracking and geofence check-ins only operate within those defined hours, which means workers are not monitored during personal time. This is an important feature for organizations that need to comply with labor regulations or union agreements around employee privacy.

Question 55

Where is Hellotracks data stored?

Accepted Answer

Hellotracks infrastructure runs on managed cloud and dedicated server infrastructure in Germany. Data is stored securely and backed up on Hellotracks-managed servers.

Question 56

Is Hellotracks designed for employee surveillance?

Accepted Answer

No. Hellotracks is an operational tool, not a surveillance platform. Workers have full access to their own location history and timeline — the same data their manager sees. This transparency is intentional: Hellotracks helps teams coordinate better, not monitor employees covertly.

You can also configure the system to send workers an automatic copy of their daily activity report, so they always know what's been recorded.

Question 57

Is Hellotracks suitable for healthcare organizations with HIPAA requirements?

Accepted Answer

Hellotracks is already used by organ procurement organizations and healthcare logistics providers across the United States. The platform's real-time tracking, timestamped proof of collection and delivery, and chain-of-custody documentation support the operational requirements of time-critical healthcare transport.

For specific HIPAA compliance questions or data processing agreements, contact support@hellotracks.com to discuss your requirements directly.

Question 58

How do I get support?

Accepted Answer

Hellotracks provides support through several channels:

In-app help center — searchable articles and video guides available directly from the web dashboard; AI assistant — instant answers to platform questions, available inside the app; Live chat — chat support available from the web dashboard; Email — support@hellotracks.com, with responses within 24 business hours (or 1–2 hours for most inquiries)

Question 59

What hours is support available?

Accepted Answer

Hellotracks support teams are distributed across multiple time zones — North America, Central Europe, and Asia — so most requests are handled quickly regardless of where you're based. Chat and email support cover standard business hours across these regions, and enterprise customers can negotiate custom SLAs with defined response times.

Question 60

Do you offer enterprise or custom SLA agreements?

Accepted Answer

Yes. For enterprise customers, Hellotracks can provide a custom SLA covering uptime commitments, response times, escalation paths, and dedicated support arrangements. Contact sales@hellotracks.com to discuss your requirements.

Question 61

Where can I find documentation and help articles?

Accepted Answer

The Hellotracks help center is accessible from the web dashboard — look for the Help option in the main menu. It includes step-by-step guides for every feature, video walkthroughs for common workflows, and articles updated regularly as new features are released. You can also reach the in-app AI assistant from the same menu for instant, conversational answers.

Question 62

How do I contact the sales team?

Accepted Answer

You can reach the Hellotracks sales team at sales@hellotracks.com for questions about pricing, volume discounts, enterprise agreements, reseller partnerships, or custom deployment requirements.

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