Q. How do I update my email address?
A. All registered users have an account profile that you can edit. To access your profile, you must login/sign in. Once you are signed in, you will see a Profile button on the top right of the screen - click this and then in the drop-down list click “Edit Account”.
If you are not able to update the email address, this means there is something missing from your account details so check for any boxes highlighted in red. NOTE: if your profile is more than 3 years old the issue could be that your password is not long enough – we previously only required a 4 character password, however we now require at least 6 characters, so try adding a new longer password into the password field.
Q. I can no longer login to my account, why?
A. The ExplorOz system will automatically (but temporarily) delete an account if it receives a bounce (reject) from any email sent to your email address. This can happen in response to an email send such as the newsletter or a membership renewal reminder, or even a Forum
Response Alert and this is why it is important to make sure you keep your email address up to date in your account. If you find your account has been temporarily deleted DO NOT register again with the same email address. Instead, you may send us an email requesting we restart your account.
Q. Why is my account showing I am a Visitor when I am a Member?
A. If your account has been automatically deleted (such as in the scenario above) then any further attempt to create a login with the same email address with create a new Visitor account but this will not be linked to your Member account and cannot be fixed. The Visitor account needs to be deleted and contact with us is required to reset your Member account.
EXPLOROZ TRAVELLER APP
Q. Do I need to purchase the app twice to download it onto the two devices I own?
A. Both the Apple App Store and the Google Playstore for Android allow you to download a purchased app onto multiple devices. Obviously, if you have devices on both platforms (Android & iOS) then you need to purchase from each store separately. See note below regarding maps.
Q. Do I have to pay for the Premium Maps for each device?
A. No. Once the Offline Premium Maps are registered to your ExplorOz profile, the maps are available to you in the app from any device you log into (Android or iPad/iPhone).
Q. How do I register for EOTrackMe in the Traveller App?
A. To enable tracking in the app, you ONLY need one of the following: 1) Either be a registered/financial ExplorOz Member, or 2) Purchase Track Logging as an in-app purchase for $29.99. Anytime you want to activate logging, you need to go to the Home Page of the app and scroll down to the section that says "Enable Track Logging". Move the slider so that tracking is enabled (green). The app will track, store, & send tracking data through to your online ExplorOz profile (website), which can be viewed on the EOTrackMe
pages on the website, or you can click the View Live Tracking tab from within the app.
Q. How do I set-up EOTrackMe?
A. All of the answers are on the EOTrackMe Setup, Feedback & FAQ page
Q. What is my User ID?
A. Go to the EOTrackMe Setup, Feedback & FAQ page
. Your User ID will be stated on the page, as this content is customised for you based on your ExplorOz profile login.
Q. EOTrackMe Android/uTrackMe says that my Member Profile no longer exists, how do I fix this?
A. First of all, click on the “Profile” Button, then click your Screen Name (with home icon). Check that your account status still shows as Member. If not, and you believe you are financial then refer to one of the reasons above. If your profile is correct however, you should check that you have entered your User ID into the correct field on the settings screen of your app (refer to question above for solution).
Q. EOTrackMe isn't showing my devices most recent tracking, why is this?
A. First of all, you need to make sure that you have travelled outside your device’s GeoFence area, this is automatically set to a 2km radius around your home address (you can edit this from your “Public Profile” page if needed). If you have travelled outside this area, and are using EOTrackMe
Windows, Android or UTrackMe for iOS, your device may not have had sufficient internet access to submit your tracking data. Make sure you have had access to the internet for at least one hour before contacting us for assistance.
Q. I have ordered the EOTopo Download product, and received confirmation via email, but the system is saying I haven't purchased this product, why is this?
A. You need to be logged in to the profile you used when you placed the order, this is how our system recognises that you are allowed to download the product. If this was your first time using the site, you would have been sent an ExplorOz Registration email advising you on how to complete your profile set-up/login. If you have forgotten your login, click on the “Sign In” button and just enter the email address you used when you placed the order into the appropriate field then click “Forgot Password”, we will then send you your password via email.
Q. I want to update via download but the system is saying I haven't purchased this product, why is this?
A. If you originally purchased EOTopo on hard media (either SD card, or USB drive) then the download page does not recognise your purchase as the download product is a different product. You can still obtain your upgrade but you will need to do it via the Shop
. Go to the EOTopo 200K
product in the shop
and select Buying Options. Select the Download option and Add to Cart. Your Lifetime Upgrade Plan allows you to obtain the entire latest version in any format you prefer however you need to enter the Promo Code: "EOTopo Upgrade". NOTE: Ensure you are logged into your ExplorOz Profile when making your purchase, as this code only works when logged into the same profile linked to your previous EOTopo purchase/s.
Q. I've purchased EOTopo but my computer won't open it. Why not?
A. The operating system of your device will determine what files you should be attempting to use and if any additional software is required. Go to the EOTopo Help page and read it carefully! EOTopo comes in many different file formats - you simply select the format that is compatible with your device.
TREK NOTE DOWNLOADS
Q. I want to download a Trek Note, but don't know which format applies to me?
A. To be very clear, a Trek Note Download is a Zip File with navigation files, these can be utilised by some GPS units and Navigation Software, are you sure this is what you are after? If so, OziExplorer
format is for use with any version of OziExplorer
, Hema Navigator format is for use with all Hema Navigators, GPX is for most other devices/software that will accept plot and waypoint files, but it is up to you to determine which file format is compatible with your device (or if they are compatible at all)– check your GPS manual or the help files for your software, if that fails contact the supplier and ask them.
If you just want to get the Trek Note information as shown on the website for reading offline, click on the print button shown next to the Facebook and Twitter buttons, then print the page as a PDF (this will expand all the tabs into a nice offline document for you to save to your device and take with you on your trip).
Please note that since we launched the ExplorOz Traveller App
(for Android & iOS devices) in June 2016, we now recommend that ALL iOS users use the tracking that is provided within the app, rather than using uTrackMeBeacon.
Q. I am having a problem using OziExplorer, can you help me?
A. Although our names are similar, WE ARE NOT OziExplorer
. You can contact them direct for help - just Google them.
MY COMPUTER WON'T OPEN MAPS
Q. I've purchased a Westprint Digital Map/EOTopo but my computer won't open it?
A. You must have a compatible software to do this. Westprint Digital Maps are only compatible with OziExplorer
, and we state this very clearly on the product page. EOTopo can be opened in several ways - depending on the device you are using. Please go to the EOTopo Help page and read it carefully! It will tell you exactly what version of the product you should purchase and what other software may be required dependant on what type of device you want to load the maps onto.