FAQs

Yes. Some homing device systems are only 'switched on' for the purpose of locating a stolen vehicle. This indicates the approximate location of the vehicle, but only when it comes into range of a police vehicle fitted with special equipment, of which there are comparatively few.

Cobra systems use GPS to pinpoint the exact position of a vehicle to street level with accuracy to 10 metres - whether the vehicle is moving or stationary. No Police hardware is required meaning that Police have the flexibility to despatch any patrol car, with Cobra providing a live tracking data feed.

No. The system is installed in your vehicle covertly, meaning that it is not visible as it is installed within the body of the vehicle. Our highly trained technicians carry out installation whilst your vehicle is parked in a secure location. The installer's vehicle is not liveried.

Yes, all our systems have battery back-up which means they can self power should the vehicle battery become disconnected or discharged. A battery disconnect alert will be sent to our Secure Operating Centre who will contact you to check that the vehicle has not been stolen.

The police and Cobra require the owner or registered keeper of the vehicle to confirm it as stolen before any action can be taken. One call to Cobra and your vehicle is usually located within minutes. If you have a proactive ADR or CobraTrak 5 system, we will of course have called you to alert you of a potential theft. We will also liaise with the police on your behalf once a crime number has been obtained to aid the quick and safe retrieval of your vehicle.

Yes. We can track vehicles in any country where a GSM mobile phone network exists. Furthermore, we have a long standing infrastructure of Secure Operating Centres across 36 European countries and Russia that is unparallelled.  Cobra also has agreed and well established local language Police liaison processes across these countries. Cross border recoveries are not unusual.

GPS (Global Positioning System) is a system of satellites orbiting the earth developed to position accurately any GPS receiver anywhere in the world. The receiver unit in your vehicle communicates with this system every second to determine its exact location which is stored in the unit's memory.

GSM is the mobile phone system adopted by over 200 countries around the world. Our GPS/GSM systems use the GSM network to communicate a vehicle's position (taken from GPS) to our Secure Operating Centre. This is a silent process, so there is no indication to a potential thief that the system is operating.

Most insurance underwriters recognise CobraTrak and NavTrak systems, as our systems are all Thatcham TQA or Thatcham Category 5 accredited. Thatcham is the Motor Insurance Repair Research Centre, set up and funded by the UK's top insurance companies to rigorously test all vehicle security products. Thatcham endorsement is a recognised quality standard and some insurers will offer a premium discount to customers who fit a Thatcham accredited tracking device.

Yes, for most of our systems. You simply need to return to a trained installer, who will charge you for the transfer. We can arrange this for you. There will also be a small administration charge from us, for amending our records and running our installation test procedures to ensure that the equipment is operating correctly.

The data and all records held about the customer or their vehicle are covered by the Data Protection Act, so there is no automatic right for anybody to ask for it or for us to pass it on. When anyone calls us, they will be asked a number of security questions to verify that they are an authorised user. Again, this is a further measure to ensure that any personal information is not passed on to third parties. Please see the section entitled "Privacy Policy".

Once the system has been installed and the customer details are registered, customers receive a welcome pack containing a user guide. Shortly before subscription renewal, a reminder letter and remittance advice form are sent to the customer.

Our Secure Monitoring Centre is responsible for our Stolen Vehicle Helpline and is open 24 hours a day, 365 days a year.

Our Customer Service Departments are open at the following times:

• CobraTrak Customer Service:  Monday to Friday 8.30 - 18.00  and Saturday 9.00 - 13.00

• NavTrak Customer Service:      Monday to Friday 9.00 - 17.00

We must verify any potential theft with you before we contact the police. If we are unable to contact you, we will continue to monitor your vehicle whilst we try to contact you using all the contact numbers that you have supplied.

Either lend them your ADR card (please note that you remain responsible for the ADR card and its use) or call the Secure Operating Centre for advice. Remember, you will be charged for excessive false alarms. If you loan your vehicle to the same person on a regular basis you can order a separate ADR card for them. The system is capable of recognising up to 8 different cards. For additional cards, charges and more information, please call Cobra Customer Service on 0844 239 0032. 

We need to be able to contact you or a nominated person immediately if we receive an alert from your vehicle whilst you are away on holiday or on business. Police Forces require verification of a theft from the owner or key holder for a vehicle before they will act. It is therefore essential that you provide us with additional contact details if we are not going to be able to get in touch with you.

Each system is supplied with 2 ADR cards. To reduce the risk of vehicle theft, lost or stolen cards must be reported immediately to Cobra Customer Service on 0844 239 0032.

Your ADR cards should always be kept securely and should always be stored away from car keys. Do not leave the ADR cards in your vehicle or attach them to your vehicle keys as this will negate the theft protection and may invalidate your vehicle insurance.

CobraTrak ADR and CobraTrak 5 Systems

The ADR card has an internal battery which will last in excess of 18 months. When the battery nears the end of its working life you will receive an SMS message advising you of this.

The internal battery should be replaced with a standard battery, type CR2032, which can be purchased from most high street outlets.

In order to conserve battery life, the ADR card can be switched off during periods of inactivity by pressing and holding the button on the card for 8 seconds. The LED, positioned above the button on ADR card, will stop flashing.

To switch the ADR card back on press the button for 1 second. The LED will flash once every 3 seconds.

NavTrak ADR, ADR3 and ADR5 systems

The ADR card will normally last in excess of one year. The NavTrak ADR systems report to the Secure Operating Centre when the ADR card's internal battery is nearing the end of its working life and you will be informed of the need to order a replacement.

To maintain our exceptional stolen vehicle recovery rates we depend on our customers' support and co-operation to keep false alarms to an absolute minimum. As detailed in your User Guide and in our Terms and Conditions, we reserve the right to charge for excessive false alarms.