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Frequently Asked Questions
(Please note - these FAQ, or any other portion of the website, and the mobile app should not be viewed or accessed while operating a motor vehicle.)

Questions

  1. How do I view my trip data?
  2. What information can I see in the mobile app?
  3. How do I see the most current status of the mobile app?
    1. What does the 'refresh' button do?
  4. Why did I get an email saying my trip data has not uploaded?
  5. Why has my trip data not uploaded?
    1. Is Trip Data being collected?
    2. Is data collected but not uploaded?
  6. Why is my trip data not being collected?
    1. Is the LexisNexis Telematics Mobile app installed and activated?
    2. Is Bluetooth enabled?
    3. Is Telematics OBDII sensor installed?
    4. Is Telematics OBDII sensor paired?
  7. Why is Signal Data missing from my trip data?
  8. How do I contact someone for help?
  9. What is your policy on Privacy?
  10. What are the terms and conditions of use?
  11. How do I register on the website?
  12. What is an acceleration event?
  13. What is a deceleration event?
  14. Why is my Driver Smiley not updating?
  15. What does the green smiley mean on the website?
  16. What is an observed driving percentage?
  17. What is represented in the Quick Stats?
  18. Why do the "miles to date this year" not match my odometer?


Answers

  1. How do I view my trip data?

    Once you have registered on the LexisNexis Telematics Mobile website you can view dashboard, summary, and detailed information about your recorded trips. This website can be viewed on the mobile browser on your smartphone and / or tablet as well.

    • You can Register for the website here
    • You can Sign In to view trip data here

    Dashboard data - Once you sign in you will see a dashboard of metrics from your most recent trips. You can use the dashboard to analyze your travel habits for any timeframe.

    Summary data - The 'My Trips' shows a summary of trips for your last recorded day of travel.

    Trip detail - You can review more detailed trip metrics by clicking the start time for the selected trip.

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  2. What information can I see in the mobile app?

    The mobile application's main screen displays the following information:

    • Status: Is a trip being recorded now?
      • When a trip is being recorded you will see the Collecting status shows 'Yes'
    • Last Trip: What was my last recorded trip?
      • The start date and time of your last recorded trip is displayed in the Last Trip section along with statistics such as distance in miles and duration in hours and minutes.
    • Upload: What is the status of my trip data upload?
      • The Upload section shows the date and time of your last trip data upload.
      • The Pending field shows you how much recorded trip data is waiting to be uploaded.

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  3. How can I see the most current status in the mobile app?

    You can click the refresh button in the left corner of the bottom bar to refresh all fields on the main screen. The main status screen does not continuously update. Use the refresh button to see the latest status.

    1. What does the 'Refresh' button do? - The Refresh button will:
      • Update status information on the app's main screen.
      • Attempt to connect with your Telematics OBDII sensor.
      • Check for recorded trip data pending for upload.
      • Trigger an upload of any pending trip data if a WiFi connection can be established.

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  4. Why did I get an email saying my trip data has not uploaded?

    Emails are automatically generated when the server has not received trip data in a specified amount of time.

    For additional guidance, see Why has my trip data not uploaded?

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  5. Why has my trip data not uploaded?

    There are several things to check when your trip data does not upload.

    1. Is Trip Data being collected?- First, verify when the application last collected trip data by launching the LexisNexis Telematics Mobile app and checking the Last Trip Start date and time. If the date and time shown does not reflect your most recent trip refer to the section: Why is my trip data not being collected?

    2. Is data collected but not uploaded? - Next, check the date and time for Last Uploaded and compare to the date and time of the last collected trip. If the Last Upload time is before the last collected trip time the data has collected but not uploaded. (You can also look at Upload Pending to see if collected data is waiting to be uploaded.) If data pending is greater than 0 KB or Last Uploaded shows a date and time older than your last collected trip you should verify two things:

      1. Verify that your mobile device has internet access to the LexisNexis Telematics server. You can confirm this by loading the LexisNexis Telematics Web site here from the browser on your mobile device. If the sign in page displays you have the required internet access. If the sign in page does not display you should check your device's WiFi or data access settings.
      2. Verify that you are still an active participant in the system by making sure you can sign in from the LexisNexis Telematics Web site here

        Note: You can do this from your mobile device or personal computer. If this is your first time accessing the web site you will need to Register here

      3. Take your mobile device to a location with a strong WiFi signal, open the Telematics Mobile app and click the refresh button to initiate an upload. Wait a few minutes and click refresh again to check the status of your upload. Data pending should be decreasing with each refresh when an upload is in progress and return to 0 KB when completed. For more detail on the refresh button see: How can I see the most recent status in the mobile app?

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  6. Why is my trip data not being collected?

    There are several things to check when your trip data is not being collected:

    1. Is the LexisNexis Telematics Mobile app installed and activated? - Verify the LexisNexis Telematics Mobile application is installed properly and actively running on your mobile device.

    2. Is Bluetooth enabled? - Verify that Bluetooth is enabled on your mobile device.

      For iPhone Users:

      1. Push the "Home" button on the iPhone and slide your finger on the screen's unlock bar.
      2. Touch "Settings" on the home screen, and tap "General."
      3. Next to "Bluetooth" and turn on your Bluetooth-enabled device. The iPhone will display the detected nearby wireless devices.
      4. Select the newly identified device.

      NOTE for iPhone users - If the paired sensor does not show a 'connected' status in the Bluetooth device list on your iPhone or your sensor flashes a red indicator light you should reboot your mobile device to get the sensor to connect. If this does not help, please contact Customer Support for assistance. See: How do I contact someone for help?

      For Android Users:

      1. From the main screen, tap Application tab.
      2. Tap Settings.
      3. Tap Bluetooth to turn on Bluetooth.
      4. Select the newly identified device.

      NOTE for Android Users - If your phone has been idle for a while, it may take up to two minutes for the sensor to connect with your phone once it is paired. You can force the phone to connect by clicking the refresh button. If this does not help, please contact Customer Support for assistance. How do I contact someone for help?

    3. Are Location Services Enabled?
      • For iPhone Users:
        1. From the home screen click on "Settings".
        2. Select "Privacy", then select "Location Services"
        3. Enable the "Location Services" ("ON").
        4. Enable ("ON") "Location Services" for the Telematics Mobile App.
        5. Return to the menu screen and launch the application.
      • For Android Users:
        1. On your mobile device touch "Settings".
        2. Select "General".
        3. Touch "Location services" or "Location Access" (depending on version).
        4. Select "On" after Access to my location.
        5. Under Location Sources:
          • Ensure the box to after "GPS satellites" is checked.
          • Ensure the box to after "Wi-Fi & mobile network location" is checked.
        6. Return to the menu screen and launch the app.
    4. Is Telematics OBDII sensor installed? - Verify that the OBDII sensor is properly installed in your vehicle. Refer to the Installation Instructions for guidance.

    5. Is Telematics OBDII sensor paired? - Verify that the OBDII sensor is paired with your mobile device. See the section "Pairing the Telematics OBDII Sensor" in the LexisNexis Telematics Mobile App installation instructions which came with your sensor. This section includes troubleshooting steps specific to sensor pairing.

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  7. What do the colored lights on my Telematics OBDII sensor mean?

    Your Telematics OBDII sensor uses a status light to indicate the following conditions:

    • Solid Blue - The sensor is connected to your vehicle's OBD network.
    • Blinking Blue - The Telematics Mobile App is connected with the sensor.
    • Blinking Red - The sensor is waiting to connect or attempting to connect to the Telematics Mobile app.
      • Note for iPhone - Blinking red indicates the sensor is trying to reconnect to the mobile device.
      • Note for Android - Blinking red indicates the sensor is waiting for the mobile device to connect.
    • No light - It is normal for the sensor's indicator light to go dark when the vehicle is switched off and the sensor goes to sleep. It is also normal for no light to display during a trip after an initial period of blinking blue activity at the start of the trip.

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  8. Why is Signal Data missing from my trip data?

    Verify you have Bluetooth and Location Services enabled on your mobile phone installed with the LexisNexis Telematics Mobile application before you take the next trip.

    NOTE: Signal Data requires GPS signal. A good GPS signal depends upon line-of-site access to overhead satellites and can be affected by dense foliage, tunnels and dense overhead structures.

    • For help enabling Bluetooth click here.
    • For help enabling Location Services click here.

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  9. How do I contact someone for help?

    You can reach LexisNexis Telematics Customer Service at (888) 530-2769.

    The LexisNexis Telematics Administrator can be reached via email at: Telematics.Support@LexisNexis.com

    Within the Telematics Mobile app you can access click 'Contact Us' from the bottom of the main screen or from the activation screen. Contact Us will give your three options:

    • Call Us - You can call customer support from your mobile device by clicking this option.
    • Email Us - You can email the Telematics Administrator by clicking this option.
    • Send Diagnostic Logs - If you are having problems and need to send diagnostic logs to LexisNexis to aid in troubleshooting you can click this option. This will give you an opportunity to describe your problem and any steps you took which lead to the issue.

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  10. What is your policy on Privacy?

    To underscore our commitment to privacy and our vision that good privacy is good business we have adopted an Online Privacy Policy for LexisNexis owned websites and mobile applications. You can view our Privacy Policy here

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  11. What are the terms and conditions of use?

    You can view the LexisNexis Telematics End User License Agreement (EULA) here

    This document can also be accessed from within the mobile app and from the participant website.

    • From the mobile app: The Terms can be accessed from the mobile app by clicking the 'Terms' button on either the activation or main screens.
    • From the Website: A link to Terms & Conditions is in the footer at the bottom of the Participant website pages.

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  12. How do I register on the website?

    • You can Register for the website here with the email address you provided to your insurance company
    • The registration key consists of your mobile phone number and the last four digits of your driver’s license that was provided to your insurance company.

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  13. What is an acceleration event?

    An acceleration event is an increase in speed greater than 7mph/per second.

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  14. What is a deceleration event?

    A deceleration event is considered a hard braking event that is greater than 7mph/per second.

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  15. Why is my Driver Smiley not updating?

    The Driver Smiley is based from a driver's score which is updated on a monthly basis. To review status between updates, refer to the "Trips" tab where you will find results by individual.

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  16. What does the green smiley mean on the website?

    The displayed faces on the website correlate to the LexisNexis@reg; Attract™ for Telematics score which ranges between under 500 and 997. The safer the driving behavior, the higher score.

    The scores reflecting the safest driving habits are represented by green smiley faces. The thresholds per smiley are broken down as below:

    • Full solid = Excellent driving! This is the safest group of drivers.
    • Half solid =Good driving! You are an above average safe driver.
    • Quarter solid = Safe driving! You are a safe driver.

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  17. What is an observed driving percentage?

    The observed driving percentage is a value which will show the overall time, per vehicle that the OBD-II device was plugged in, paired with smartphone paired and collected/transmitted driving data. This metric is displayed to the user for the vehicle that is listed as the Insureds primary vehicle.

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  18. What is represented in the Quick Stats?

    Quick stats consolidate the observed miles driven, observed driving percentage, trip count and average speed of the person logged in to the website. The date range can be changed in the filter button. The person logged in can only view their own quick stats.

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  19. Why do the "miles to date this year" not match my odometer?

    The miles to date this year is a visual representation of the overall miles the telematics solution has tracked per month. This is meant to show driving trends through the year and are not intended to validate actual miles driven.

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