EMERGENCY NUMBER – Hijack/theft only: 0800 111 322
Frequently Asked Questions
Here you’ll find all your questions, answered.
If we have not covered your question, fill in a contact form and we’ll be in touch.
General Questions
You can subscribe to Matrix via various channels, including your insurance company, a fitment center, a car dealership, a call center or directly with MiX Telematics. The price will depend on which channel you subscribe through.
Complete an online form for one of our consultants to contact you.
You can subscribe to one of the Matrix Vehicle Tracking solutions by completing our online form. One of our consultants will contact you.
Please ensure that you test the unit monthly as per the Matrix Ts & Cs:
- Test it via the Matrix app
- Send a WhatsApp (send ‘Hi to 087 240 6262’)
- Email customercare@matrix.co.za or
- Call us on 011 654 8090.
A false alarm constitutes any of the following incidents: not setting your vehicle in service override mode when necessary, disconnecting your battery without notifying MATRIX or unnecessarily pressing your panic button.
IMPORTANT: If you do accidentally trigger your alarm, please be sure to contact us immediately on 011 654 8050 to cancel the alarm.
What do I do if my vehicle goes in for repairs or a service?
To avoid setting off false alarms such as Power Down, while your car is being serviced, call 011 654 8050 to place your vehicle in Service Override. When you collect your vehicle, remember to call again, and ensure that the unit is not in Service Override anymore.
You can request a copy via WhatsApp by sending ‘Hi to 087 240 6262’, or request it via the Matrix app.
A copy of the certificate was originally sent to you via email upon installation of your Matrix when your subscription was activated. Alternatively, please send your full name, contact number, email address and account number as an Inbox message on the Matrix Facebook page.
It is essential that we always have your accurate and up-to-date personal details to enable us to assist you in an emergency situation.
Please ensure that you update the details of your emergency contacts, should they have changed from the original details that you signed up with.
Please also ensure that your registration number reflects correctly, as new vehicles are sometimes loaded on our systems prior to the registration of the vehicle being completed.
You can update your details in any of the following ways:
- Email: customercare@matrix.co.za
- Online contact form: https://matrix.co.za/contact-us/
- Phone: 011 654 8090
The unit carries a one-year warranty and repairs thereafter will be for your account.
You can transfer your MATRIX from one vehicle to the next, by contacting MATRIX either via email customercare@matrix.co.za or on 011 654 8090 and we will then arrange for the transfer.
Please remember that in this instance, the Fitment Centre will charge to de- and re-install the MATRIX and this will be for your account. Alternatively, you may arrange for the new owner to take over the MATRIX and make arrangements to have a new MATRIX fitted to your new vehicle.
Due to high call volumes, you unfortunately cannot get through. Please us the MiX WhatsApp self-service channel by sending ‘Hi to 087 240 6262’, email your query to customercare@matrix.co.za, or please send your full name, contact number, email address and account number as an Inbox message on the Matrix Facebook page.
Matrix App
Download the app from the Apple App Store or the Google Play Store. The login details were originally sent to you via email upon installation of your Matrix when your subscription was activated.
Alternatively, please send your full name, contact number, email address and account number as an Inbox message on the Matrix Facebook page or please use the MiX WhatsApp self-service channel by sending ‘Hi to 087 240 6262’.
Please use the MiX WhatsApp self-service channel by sending ‘Hi to 087 240 6262’. The login details were originally sent to you via email upon installation of your Matrix when your subscription was activated. Alternatively, please send your full name, contact number, email address and account number as an Inbox message on the Matrix Facebook page.
As a Matrix customer, you have free access to the Matrix Vehicle Tracking app. Download the app from the Apple App Store or the Google Play Store. The app allows you to view your vehicle’s location on a detailed map, you can protect your car with GeoLoc Advanced Alert and also request Roadside and Medical assistance at the touch of a button. The app also gives you the ability to manage your vehicle expenses at anytime with the Tax logbook feature. For tutorials on the app visit the Matrix YouTube channel.
Please ensure that you have downloaded the new Matrix Vehicle Tracking app, also ensure that your username and password is correct. Alternatively, please send your account number and contact details to customercare@matrix.co.za.
All newer Huawei devices run on a Huawei Operating System (OS) with its own App Gallery and Messaging service. The newer Huawei devices no longer support the Android Operating System and Google Massaging Services. Try to download the Matrix app via ShareIt or Bluetooth transfer.
Additional Services
Download the latest user manual from the Matrix website.
The Matrix GeoLoc Advanced Alert anti-theft solution is innovative technology to help protect your car from being stolen. When this feature is activated, Matrix will alert you if your vehicle moves from that specific location. If your car is being moved without your consent, it allows the response team to react to the theft in the shortest time possible. We will alert you if your vehicle moves while the GeoLoc Advanced Alert feature is enabled.
Enable and disable the GeoLoc Advanced Alert feature via the Matrix App. Should confirmation of the alert reveal that the vehicle could be in the process of being stolen, our recovery team will be dispatched.
In an emergency, press the button on the remote to activate a distress signal. This will alert the control room of your emergency situation. DO NOT press the panic button to test if your device is working as this causes a false alarm.
PLEASE NOTE:
- Do not leave the remote in the sun as it contains a battery.
- Do not immerse the remote in water as the housing is not guaranteed to be waterproof.
- To avoid Electrostatic Discharge (ESD), first touch a grounded metal surface to avoid possible ESD damage to the electronic circuit.
The electronic SARS tax logbook allows you to track, measure and monitor vehicle mileage, fuel consumption and maintenance costs easily and effortlessly. Ensure your Odometer reading is updated and that your vehicle details are correct (registration, VIN, description). Log your business and private trips, fuel, and maintenance via the Matrix App. Download your tax logbook via the app or the Matrix Online Tracking Platform. The log in details for the Online Tracking Platform are the same as for your app.
In the unfortunate event of your vehicle being stolen, contact the Recovery Response Centre directly on 0860 232 631 to report the incident. You can also use the Matrix app to call the emergency number 0800 111 322. You must notify MiX Telematics within sixty minutes of becoming aware that the vehicle is stolen or hijacked to increase the chances of your car being recovered. You must report the incident to the South African Police Service within 8 hours.
The Matrix Vehicle Tracking service reduces the risk of loss from theft or hijacking. If we are unable to recover your vehicle it is put on a recovery list for 6 months after the incident. This means our recovery agents will continue looking for your vehicle through various ways. MiX Telematics does not guarantee the recovery of your vehicle as per the Matrix Ts & Cs. MiX Telematics’ liability is limited to the fullest extent allowed by law, and you have no claim if we cannot recover your vehicle.
Should you be involved in a roadside emergency, and subject to the benefit table, we will provide you with roadside assistance if you are subscribed to the service.
This includes help in the following eventualities:
- A flat tyre: We will arrange and pay to have the flat tyre replaced with your spare tyre.
- A flat battery: We will arrange and pay to have your vehicle started where possible.
- Keys locked in vehicle: A locksmith will be arranged and paid for – to open your vehicle and retrieve the keys.
- Run out of fuel: We will arrange to get fuel to you. You will be responsible for the cost of the fuel.
- Tow-in Service: If your vehicle needs to be towed, we will arrange and pay for the vehicle to be towed to the nearest approved dealer, competent repairer, insurer, or approved panel beater. We will not be liable for any costs incurred for this service.
- Courtesy Transport: If your vehicle needs to be towed to a repair centre, we will arrange and pay for the occupants of the vehicle (up to a maximum of six persons) to be transported to a nominated destination. This will be done providing the breakdown has occurred outside a 100 km radius of the member’s normal place of residence and will only be arranged to one nominated address.
- Hotel Accommodation: If a breakdown occurs outside a radius of 100 km of the member’s normal place of residence and results in an overnight delay, we will arrange and pay up to the amount specified in the benefit table, towards hotel accommodation for the occupants of the vehicle (up to a maximum of six persons).
- Vehicle Rental: If the vehicle problem entitles you and the other travelers to the hotel accommodation benefit but they would prefer to continue with their journey immediately, we will arrange and pay for them to reach their destination. This benefit is subject to the driver qualifying for a rental vehicle in terms of the vehicle rental companies’ general terms and conditions. Any costs incurred will be limited to rental charges, delivery, and collection of the hired vehicle. The vehicle must be returned to the vehicle rental company on arrival at the destination.
- Transmitting urgent messages: We will relay messages of delay or rescheduled arrangements to a nominated family member or business colleague at your request.
- Vehicle recovery: If the vehicle problem has occurred outside a radius of 100 km of your normal place of residence and the vehicle has to be left for repair, we will arrange and pay towards the cost of collecting the vehicle. Once the repair has been completed, your vehicle will then be returned to your normal place of residence.
- Vehicle storage: If an overnight delay is necessary, we will arrange and pay for the safe storage of the vehicle.
Roadside Assist Terms & Conditions:
The total/maximum benefit per vehicle per annum = R5 000 with the limitations as listed below:
ROADSIDE ASSISTANCE INCIDENT | BENEFIT LIMIT |
Flat Tyre | R500 Call-out + 1 hour labour |
Flat Battery | R500 Call-out + 1 hour labour |
Keys locked in vehicle | R500 Call-out + 1 hour labour |
Run out of fuel | R500 Call-out (Fuel for members account) |
Towing costs | R500 |
Outside a radius of 1km from home | R500 per incident |
Hotel accommodation, car rental or taxi | R500 |
Safe storage | R500 |
Repatriation of vehicle | R1 000 |
Maximum benefit payable per vehicle per annum | R5 000 |
Any additional charges by the service provider will be charged to your account.
Roadside Assist services may change without prior notice.
Roadside Assist does not cover vehicles above 3.5 ton, vehicles that can transport more than 1 ton, and vehicles that can transport more than 8 passengers.
In the event of a medical emergency, click on the Medical Assist icon on the Matrix App and select CALL or simply phone 010 211 5768.
Medical personnel, such as paramedics, nurses, and doctors, are available 24 hours a day to provide general medical assistance, information, and advice. A medical operator will guide you through a medical crisis, provide emergency advice and organise for you to receive support from the 24-hour Alarm Centre doctor. This service also includes family and domestic abuse counselling, bereavement counselling, rape counselling, HIV counselling, trauma counselling, suicide hotline, child abuse and poison hotline.
PLEASE NOTE: This is an advisory service only, as a telephonic conversation does not permit an accurate diagnosis.
The service includes:
Emergency Medical Response: In a medical emergency related to a motor vehicle accident, an emergency vehicle will be sent out to you dependent on:
- Medical considerations
- The degree of urgency
- Your state and fitness to travel
- Other considerations including, but not limited to, airport availability, weather conditions and distance to be covered.
Medical transport pre-admission to hospital: Should you be involved in a vehicle related medical emergency, if necessary, we will arrange and pay for medical emergency transportation to a hospital, up to the amount specified (see below). For your absolute safety, this is done under appropriate medical supervision only, by road and/or air ambulance. You will be transported to the nearest medical facility capable of providing adequate care, as indicated in the benefit table (see below).
Should this result in you being hospitalized outside your hometown, we will arrange and pay for repatriation, under medical supervision, to a hospital in or near your hometown. Such a trip will be covered up to the amount specified in the benefit table (see below) provided that repatriation is recommended by the doctor as being medically justified. Reasons for this might include cases of long-term in-patient treatment. Our partner doctor will also, at his/her sole discretion, determine the means of transport and the timing of the repatriation.
ALL SERVICES REFERRED TO PREVIOUSLY ARE SUBJECT TO THE LIMITS AS DETAILED BELOW:
MEDICAL ASSISTANCE | BENEFIT LIMIT |
Our partner will provide the member with the following services as a result of a medical emergency within territory: | |
Medical advice and information | Advice only |
Emergency medical advice and assistance line | Advice only |
Referrals to medical advice and assistance line | Advice only |
Referrals to crisis line | Advice only |
Referrals to medical practitioners and facilities | Advice only |
Medical transportation | Full cost, subject to NRPL rates |
Inter-hospital transfer | Full cost, subject to NRPL rates |
Accounts & Cancellations
If you are a new subscriber, your first debit order includes the subscription fees for the balance of the current month and the full monthly upfront fee for the next month.
The monthly amount may be variable if you sign up for additional services as indicated on your monthly invoice. Note that any unpaid amounts will also be collected by debit order. If you have any account queries, please send your full name, contact details, and account number to debtors@mixtelematics.com.
Your subscription usually includes a 36-month agreement. If you want to cancel, you need to notify us in writing 20 (twenty) business days in advance. If your agreement is still within the first 24 months, a cancellation penalty will be payable. The accounts department will advise how much the penalty is. To cancel your subscription, you need to do so in writing by sending an email to cancellations@mixtelematics.com.
If the agreement is not cancelled before the expiry date, it will automatically continue and constitute a month-to-month agreement terminable with at least 1 (one) calendar months’ notice. Send your request to cancellations@mixtelematics.com and keep the reference number you will receive via email.
If you did not receive a confirmation that your account has been cancelled, then it is still active. To cancel your subscription, you need to do so in writing by sending an email to cancellations@mixtelematics.com. Keep the reference number you will receive via email for future refence. Note that your cancellation will be processed as per the as per the Matrix Ts & Cs. Your subscription usually includes a 36-month agreement. If you want to cancel, you need to notify us in writing 20 (twenty) business days in advance. If your agreement is still within the first 24 months, a cancellation penalty will be payable. If you have not paid the cancellation penalty, your account will remain active. If there are any outstanding subscription fees, you need to settle the outstanding amount for your account to be cancelled.
MiX Telematics conducts business in a way that is honest, ethical, and compliant with the laws of the countries we operate in. Data or personal information is pertinent to our business and needs to be managed with the outmost care. If you choose not to remove the Matrix unit from your vehicle after the lodged cancellation, MiX will collect locational data to improve the quality of its services. The information will be depersonalized and/or pseudonymized. Information will be processed, stored, and collected in accordance with our privacy policy, retention policies and overall data protection policies. For more details on how we process information please visit our website to view our privacy policy. If you object to this processing, you can have the unit removed from any of our authorized fitment partners.
Still Have Questions
If your question was not answered in the above FAQ, reach out to us and a Matrix consultant will contact you.