Geotab customer service number — how to find, prepare and escalate

Where to locate the correct Geotab customer service number

Geotab routes support by region and by channel (dealer/reseller, direct support, enterprise/premium support), so there is no single universal number that works for every account worldwide. The authoritative source for phone numbers and regional contact points is Geotab’s contact and support pages: https://www.geotab.com/contact and https://support.geotab.com. Those pages list local and toll-free numbers, hours of operation and the preferred entry points for sales, technical support and billing.

If you are a customer, the fastest way to obtain the correct phone number for your contract is to log into MyGeotab and use the Help → Contact Support function. That function routes your session to the right regional support queue and shows the exact phone number and case-creation options assigned to your account. If you purchased Geotab through a reseller, your reseller’s phone number (dealer support) is often the primary contact and will be listed in your onboarding documentation and invoice.

What to have ready before you call

Calls to technical support are dramatically faster and more productive when you present standard identifiers immediately. Collect these items before dialing: your company account number, the MyGeotab account email address, the vehicle VIN(s) affected, the GO device serial number or IMEI, the device firmware and firmware build date, and timestamps or screenshots of any error messages. Having a recent device log file (diagnostic export) and the exact date/time of an incident reduces troubleshooting time by 50–70% in most cases.

In addition to technical identifiers, be prepared with the contract details that define your support scope: whether you have standard, premium, or enterprise support; if a reseller handles first-line support; and the account billing contact. If you expect a release or firmware-related issue, note the GO device firmware version and any fleet-wide update windows so the support team can reproduce or correlate the behavior quickly.

Checklist to gather before contacting Geotab support

• Account name and account ID (MyGeotab): exact email used to register and account number if on invoice.
• Device identifiers: GO serial number, IMEI, device ID and attached vehicle VIN(s).
• Software/firmware versions: MyGeotab version, GO firmware build and date of last update.
• Exact timestamps and timezone for incident(s): YYYY-MM-DD HH:MM (local timezone) and sample data/CSV export if available.
• Error messages, alarm names, or Behavior rules triggered (copy/paste text or screenshot preferred).
• Network/environment notes: cellular carrier, SIM ICCID if replaceable, OBD port access, and any recent hardware changes.

Support channels, expected response times and cost considerations

Geotab provides multiple support channels: the online support portal (knowledge base articles and case creation), phone support for time-sensitive or complex issues, and reseller/dealer support for installation and local troubleshooting. For enterprise customers or customers with a premium support agreement, there are documented SLAs that include 24/7 critical-incident response and prioritized case handling. If you are unsure of your support tier, check the contract or your reseller invoice—support tier and SLAs are almost always enumerated there.

Standard business support (common with small-to-medium fleets) is typically handled during normal business hours for your region; enterprise support contracts specify response windows (for example, initial response within 1–2 hours for Priority 1 incidents and within 4–8 business hours for lower priorities). Pricing for hardware and monthly telemetry subscriptions varies by geography and reseller: expect GO devices to retail roughly in the low-to-mid hundreds USD per device (typical market range $100–$300) and monthly telematics subscriptions to range from approximately $15–$45 per vehicle/month depending on feature set and contract length. Always confirm exact prices and SLAs with your reseller or Geotab account manager—these figures are market ranges, not quotes.

How to escalate, track and document a case

When a phone call does not resolve the issue, convert the interaction into a tracked case in the Geotab support portal. Case IDs are the primary tool for escalation—record the case number, the analyst name, and the timestamp of each update. If an incident affects vehicle safety or causes revenue loss, label the case as Priority 1 (or the equivalent in your contract) and request an escalation path: an escalation manager name, expected update cadence (e.g., hourly or every 4 hours), and an estimated time to resolution (ETR) for each milestone.

Best practice for escalation: follow up every allotted update window with a short email that restates the case ID, the operational impact (quantified where possible, e.g., “12 vehicles out of 200; lost revenue estimate $1,200/day”), and the required business outcome. Keep one internal incident log that links the Geotab case ID, your reseller interactions, and any third-party vendor work (cellular carrier SIM replacements, vehicle telematics integrators). This audit trail shortens resolution time and protects your rights under any service credits in your support contract.

Useful URLs and final recommendations

Primary resources to bookmark: Geotab global site (https://www.geotab.com) and the support portal (https://support.geotab.com). Use the contact page (https://www.geotab.com/contact) to locate region-specific phone numbers and local office details. If you work with a reseller, keep that partner’s direct phone and email in your emergency contact list—resellers often provide on-site support, installation, and warranty work faster than global channels for local incidents.

Finally, maintain a support binder (digital or physical) that includes your reseller contract, Geotab account information, device inventory with serial numbers, and a step-by-step incident-playbook. That preparation reduces time on the phone, accelerates escalations, and typically reduces total downtime by weeks over the lifecycle of a fleet deployment.