Question 1

How to onboard a new customer on API

Accepted Answer

When a customer requests API access, the Customer Success (CS) team must follow this process to ensure the request is handled securely and efficiently.

Process

Create a CRISP support request
- Open a new request in the CRISP support channel.
- Clearly state that the customer requires access to the API.
Provide mandatory information Include the following details in the request:
- Customer reference (the unique customer identifier in Fleeti).
- Contact email address of the customer representative who should receive the API key.
API key generation
- The development team will generate the API key upon receiving the CRISP request.
Secure delivery
- Once created, the API key will be shared with the provided customer contact via a secure link, accessible only to them.

Important Notes

Requests without a customer reference and a valid contact email cannot be processed.
The API key will only be shared with the specified contact via a secure channel.

Question 2

How to migrate a client from one panel to another

Accepted Answer

Client Migration from One Panel to Another

The migration of a client from one panel to another may be necessary for various reasons, such as changing countries, modifying the plan (upgrade/downgrade), or correcting configuration errors. Below is the complete step-by-step guide to carry out this migration smoothly and without data loss.

🔎 Preliminary Step — Check for Ongoing Operations

Before requesting a user migration from one panel to another, you must verify that there are no ongoing operations (installation, uninstallation, replacement) linked to the user account.

✅ How to check:

Go to Fleeti Admin.
Open the Operations tab.
Search for the client account you intend to migrate.
Look for any operation that is not marked as “Terminated.”

⚠️ Important:

Do not proceed with the migration if there are operations that you want to terminate.

Skipping this step may result in data inconsistencies and require operations to be restarted after migration.

Once all operations are terminated, proceed with the next steps.

Steps to Follow

1. Ensure All Client Information is Complete

Before you begin the migration, confirm the following fields are correctly filled in Fleeti Admin:

Address, locality, and sub-locality
Account manager
Phone number (no special characters)

❗Do not ignore error messages.
❗Create a support ticket for any error you don’t understand.
❗**Ensur

Question 3

Unbind a gateway on an asset

Accepted Answer

In Fleeti Admin, you have the option to detach a gateway from an asset. This action results in the gateway no longer being linked to the asset, and the asset is considered uninstalled. Here's how to proceed:

|| User access: FleetiSuperAdmin, FleetiAdmin, FleetiCustomerService, FleetiCustomerServiceAdmin, FleetiOperator, FleetiTechnician, FleetiTechnicianAdmin

How to Unbind a Gateway from an Asset

Access the Asset View
First, access the view of the asset to which the gateway is currently associated in Fleeti Admin.
Locate the Gateway Section
In the asset view, locate the section displaying the gateways associated with this asset.
Select "Unbind the Gateway"
Click on the button to display actions related to the gateway, and choose the option "Unbind the Gateway".
Confirm
A confirmation window will appear to ask you to confirm the action. Confirm the detachment of the gateway from the asset.

||| After unbinding the gateway from the asset, the gateway is moved to the warehouse account and can be used for a new operation (installation or replacement of the gateway).

||| Also, please note that although you can link this gateway again to one of the customer's assets, the feature of binding gateway to an asset will soon be deprecated from November 1, 2023.

| If your intention is to uninstall the gateway from the asset, it is recommended to move the **gatewa

Question 4

Configure installation: SIM Card

Accepted Answer

Configuring the SIM card is the crucial first step when setting up an installation in Fleeti Admin. The main objective is to obtain the phone number that will be linked to the gateway.

|| User access: FleetiSuperAdmin, FleetiAdmin, FleetiCustomerService, FleetiCustomerServiceAdmin, FleetiOperator, FleetiTechnician, FleetiTechnicianAdmin

||| Ensure that the configured phone number is not linked to any other non-deleted operation or non-deleted gateway on the asset.

It is possible to configure an installation when the status is pending or configuration.

Methods to Configure an Installation

There are two ways to configure an installation:

Configuration from the Installation List: Find the installation in the list and click on the configuration button with the settings icon.
Configuration from the Installation View: Go to the installation view and click on the "Configure" button.

After clicking the button, the configuration view appears with three options for the operators.

Configuration Options

International (selected by default)

APN: Required (recommended to fill with "bicsapn").
ICCID: Enter the last 7 digits of the ICCID, this is mandatory.

Local

Phone Number: Required. | Ensure to use the country code without special characters, for example, 00221 instead of +221.
APN: Required.

Others

Select Operator: Can be Carburn or Matooma.
Phone Number: Required.

Question 5

Replace the gateway on an asset

Accepted Answer

If your intention is to replace the gateway, a development is underway to provide a specific operational process. However, while waiting for this feature, here is the procedure to follow.

|| User access: FleetiSuperAdmin, FleetiAdmin, FleetiCustomerService, FleetiCustomerServiceAdmin, FleetiOperator, FleetiTechnician, FleetiTechnicianAdmin

How to Replace an Asset's Gateway

Go to Asset View
First, go to the view of the asset to which the gateway is currently associated in Fleeti Admin.
Find the Gateways Section
In the asset view, locate the section that displays the gateways associated with this asset.
Screenshot Capture a screenshot of the accessories related to the gateway. Ensure that the screenshot displays all the properties of the accessories table.

capture d'écran

Select "Unlink Gateway"
Check if the gateway is in the warehouse account
**Go to the Fleeti Tracking Panel of the customer's country **

Go to the gateway detail.
Click on Tracker Settings.
Open the tracker detail accordion.

Gateway Tracker Settings

Click on Replace Device and follow the instructions. ||| This step should be perfomed by the technician when doing the replacement.

Associa

Question 6

Update a gateway SIM

Accepted Answer

In Fleeti Admin, you have the possibility to change the SIM card of a gateway associated with an asset.

|| User access: FleetiSuperAdmin, FleetiAdmin, FleetiCustomerService, FleetiCustomerServiceAdmin, FleetiOperator, FleetiTechnician, FleetiTechnicianAdmin

How to change the SIM card of a gateway:

Access the Asset View
Start by accessing the view of the asset you want to update in Fleeti Admin. Navigate to the asset using the appropriate search or selection method.
Click on "Change SIM Type"
Once in the asset view, click on the button to display actions related to the gateway and select the "Change SIM Type" button.
Edit the SIM Type
Choose the type of SIM card you want to register. Depending on the selected SIM card type, you may need to provide additional information. | Type de carte sim | APN | Numéro de téléphone | ICCID | | --- | --- | --- | | SIM Internationnale | x | | x | | SIM Locale | x | x | | | Caburn | x | x | | | Matooma | x | x | |
Click "Validate"
After entering the information, click "Validate" to confirm the modification.

Impact on the old SIM card

The old SIM card is no longer used for the gateway.

Impact on the Gateway

The gateway is updated with the data from the new SIM card.

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