How to Request a Satellite Ping Report for Device Plan Assessment
Overview
This guide shows you how to request a satellite ping report from TracPlus Support, and how to use it to decide whether your devices should change plans.
To evaluate if your devices should change plans based on their usage, you can request a report that shows the satellite pings for each device. This report will help you understand the activity levels of your devices and determine if a different plan may be more suitable. It is also useful if you are seeing unexpected overage charges, or want to check you are not paying for capacity you don’t use.
What is a satellite ping, and why does it matter?
A satellite ping (also called a satellite message) is each transmission your device sends over the satellite network. Position reports, event reports and messages sent via satellite all count. Reports sent over cellular (GSM) do not.
Your plan determines how many satellite messages are included each month:
| Plan | Satellite messages included | Over the allowance |
|---|---|---|
| Lite | 500 per device, per month | Charged per additional message |
| Core | 500 per device, per month | Charged per additional message |
| Enterprise | Unlimited | No overage charges |
If you are on an older (legacy) plan, your allowance may differ. The report will show your actual usage against your current plan.
The biggest driver of ping volume is your tracking rate. The faster a device reports, the more pings it uses per hour of operation:
| Tracking rate | Pings per hour | Approx. hours to use 500 pings |
|---|---|---|
| Every 15 seconds | 240 | 2 hours |
| Every 1 minute | 60 | 8 hours |
| Every 2 minutes | 30 | 17 hours |
| Every 5 minutes | 12 | 42 hours |
These figures are approximate and exclude event reports and messages, which add to the total.
When should I request a report?
Consider requesting a satellite ping report when:
- Your invoices show satellite message overage charges, especially month after month.
- Some devices are rarely used and may not need their current plan.
- You have changed tracking rates, or plan to increase them for safety or operational reasons.
- Your operations are seasonal (for example, aerial firefighting) and usage spikes at certain times of year.
- You are adding devices, approaching renewal, or reviewing your fleet’s costs.
Before you start
Have this information ready so Support can prepare an accurate report:
- Organisation name as it appears in TracPlus Cloud.
- Devices to include: all devices, or specific ones identified by asset name, registration, serial number or IMEI.
- Reporting period: we recommend at least 3 months, and ideally 12 months if your usage is seasonal.
- Your goal: for example, reducing overage charges or checking whether a device could move to a different plan.
Only account owners, administrators or authorised billing contacts can request plan and billing information.
Steps to request a satellite ping report
- Contact Support. Reach out to customer support via email or phone:
- Email: [support email, to confirm]
- NZ toll free: 0800 872 275
- Australia: 1800 330 740
- US support: (678) 782 8090
- Latin America: +56 (99) 225 4823
- Specify your request. Clearly state that you would like a report showing the satellite pings for your devices, and that you want to assess whether your plan is still the right fit.
- Provide device information. If necessary, include specific device identifiers or names to ensure the report covers all relevant devices, plus the reporting period you want covered.
- Review the report with Support. Once you receive the report, reply with any questions. Support can walk you through the figures and any recommended plan change.
Example request:
Hi TracPlus Support, please send a satellite ping report for [Organisation name] covering [all devices / list of devices] for [period, e.g. January–September 2026]. We’d like to compare usage and invoiced charges against our current plan and see whether a different plan would be more cost-effective.
Understanding the report
The satellite ping report will typically include:
| Section | What it shows | What to look for |
|---|---|---|
| Ping counts | The number of satellite pings recorded for each device over a specified period, usually broken down by month. | Devices regularly above 500 pings a month, and devices with very low or zero pings. |
| Invoiced charges | A comparison of the actual charges incurred based on the current plan, including any overage charges. | Months where overage charges added significantly to the cost of a device. |
| Plan recommendations | Insights on whether a different plan might be more cost-effective based on usage patterns. | Devices that would cost less, or gain features they need, on another plan. |
As a general guide, devices that often exceed their allowance may be better on Enterprise (unlimited airtime). Devices that rarely fly or sit idle may suit a lower plan, or may be candidates for retirement.
What happens next
If the report suggests a change, you have two options:
- Change plans. Ask Support or your account manager to move the device to the recommended plan. They will confirm the new pricing and when the change takes effect before anything is updated. Plans are fixed bundles, so the features included also change with the plan.
- Adjust tracking rates. If a higher plan isn’t needed, lowering the tracking rate on less critical flights reduces ping volume. Balance this against your safety and contract requirements.
If you are on a legacy plan, Support will explain how a change affects your account before you decide.
Frequently asked questions
Is there a charge for the report? No. Requesting a satellite ping report is part of standard support.
Can I see ping counts myself in TracPlus Cloud? Your device history shows individual reports, but the ping report adds monthly totals, invoiced charges and plan comparisons that aren’t shown in the app.
Do cellular (GSM) reports count towards my allowance? No. Only messages sent over satellite count.
Can I change plans for just some devices? Usually yes. Support will confirm the options for your account.
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Conclusion
Obtaining a satellite ping report is a straightforward process that can provide valuable insights into your device usage. This information can assist in making informed decisions about potential plan changes to optimize costs and service efficiency. If you have further questions or need assistance with the report, do not hesitate to contact customer support.
Internal notes (remove before publishing): Please confirm the support email address, the typical turnaround time for a report, that the report is free, and that plan changes can apply to individual devices. The message allowances come from the internal Tiered Pricing Plans page, so check with Sales that they can be shown publicly.
If you also want the 500-message allowances removed, I can take out that plan table as well.