Helpcenter

GENERAL

• WHAT ABOUT MY PRIVACY?
  In April 2016 ULU BV achieved the quality mark certificate fleetmanagement where the Code of Conduct Privacy RRS part of. This Code outlines the key provisions relating to applicable laws and regulations in the area of ​​privacy. So you can be assured that meets the privacy within the kilometer to the set standards. And the Works extra security for approval for the introduction of a registration system runs within the organization.
  This code of conduct is applicable to natural and legal persons who use a the "Mark Foundation fleetmanagement" certified digital route recording system. This code of conduct aimed at both natural and / or legal entities, whether as employer or self employed or employed, use a digital journey registration system.
  This Code includes the following topics:

  • Role descriptions
  • Principles data
  • Access and correction
  • To provide information
  • Supplier
  • Security
  • Meet legal obligations
  • Appeals
  • Other subjects
    
    For more information visit Privacy Code of Conduct
• I'VE PROBLEMS WITH MY DONGLE. WHAT CAN I DO?
  If you have any question, please check the user manual. Do you think there is something wrong with the dongle, please contact us at info@driveulu.com.
• WHAT HAPPENS WITH THE DATA YOU COLLECT FROM MY CAR?
  ULU collects data from you car, including location base informatie, vehicle (technical) information, driver behavior, etc. We use the data for our mobility services (app & web) and to improve / optimize these services.
• HOW DO I KNOW IF THE DONGLE HAS CELL COVERAGE?
  If the engine of your car is running, you can check the status light of the dongle. If you see a red light flashing, that means you have no cell coverage. If you see a green light flashing, you are connected.
• HOW DO I SET UP AND INSTALL THE DONGLE?
  To set up the dongle, please follow the user manual. You can find the user manual in your ULU dashboard.
• CAN I USE THE DONGLE EVERYWHERE IN EUROPE?
  Yes, the dongle works everywhere in Europe without additional costs.
• WHAT ARE YOU DOING WITH MY DATA?
  Your personal data and the data we receive from users will be carefully handled, please check our terms and contains for more information.
• CAN I ORDER MORE THAN ONE DONGLE AND INTEGRATE THEM IN ONE ULU DASHBOARD?
  Yes, we you can! You can add more dongles to your ULU dashboard and connect them to your account. This way you can manage your fleet.
• DO I NEED A SMARTPHONE?
  No, you can use your ULU dashboard on the web: app.ulu.io
• WHAT IF THERE IS NO CONNECTION?
  The device will save the data when there is no mobile network or the mobile connection is not available, until the connection is restored. There could be a delay in the data shown in your account.
• I HAVE INSTALLED THE DEVICE, BUT IT IS NOT SHOWING MY CURRENT LOCATION. WHAT IS HAPPENING?
  The dongle determines the location of your car using GPS. The GPS is only activated after the first ride. So let's go for a ride! Still not a location? This can be the reasons for not having a GPS location:

  • The accuracy of the location depends on the accuracy of the GPS system. So sometimes it will take several minutes before you get a location.
  • The GPS will not get a signal if you are parked in an underground car park or in some other structures.
  • The dongle is not getting a strong GPS signal, because of the location in your car. You need a extension cable so you can move the dongle. Ask us for one at: info@driveulu.com
• I FORGOT MY USERNAME AND PASSWORD!
  Oh no, how can you forget? No worries, we will help you. Just click on 'forgot your password' in the login screen on the web or in the app. You will get an e mail to help you reset your login data.
• WHAT IF I CAN'T CONNECT THE DONGLE PROPERLY TO THE OBD PORT OR THE DONGLE IS IN MY WAY.
  Don't worry we have other ways to install your dongle. With the help of an extension cable you can install the dongle somewhere else. Contact us for more information: info@driveulu.com
• I CONNECTED MY DONGLE TO THE OBD PORT, BUT I DON'T SEE MY CAR IN THE ULU DASHBOARD. WHAT SHOULD I DO?
  Please follow the installation procedure and make sure that you complete every step. If it is still not working, contact the helpdesk: info@driveulu.com
• HOW CAN I CANCEL MY SUBSCRIPTION?
  Send us an email: info@driveulu.com and you will get a form to return the dongle. You have to send the dongle back to us within 15 days, to avoid additional charges.
• I HAVE A CAR WITH AUTOMATIC START/STOP TECHNOLOGY. WILL THIS AFFECT MY TRIPS?
  The trips start when you are starting the car and stops when you turn off the engine. If the engine is restarted within 5 minutes, we will merge the trips.
• HOW CAN I PRINT AN OVERVIEW FROM MY TRIPS?
  You can export the overview to Excel, if you go to 'reports' in your ULU dashboard.
• WHY IS MY TRIP NOT VISIBLE IN TRIP OVERVIEW?
  Refresh the app or dashboard and wait 2 minutes for all the data to update. Still isn't there? Try to make another trip and see if it appears. Contact us: info@driveulu.com if it still doesn't work after this ride.
• CAN I USE THE DONGLE IN MORE THAN ONE CAR?
  Sure! That's why we call it Plug & Play! Just install the dongle in the OBD port of another car and go to your ULU dashboard. There you can add, edit and remove cars.
• WHAT IF I BUY ANOTHER CAR?
  Wow, a new car. Congrats! Let's have fun with your new car! Install the dongle in the OBD port and add your new car in your ULU dashboard. To see the available IMEI dongle, disconnect the dongle from your former car in the ULU dashboard.
• DO I HAVE TO DISCONNECT THE DONGLE IF I BRING MY CAR FOR SERVICE OR IF I HAVE TO JUMP START MY CAR?
  We do advise to disconnect the dongle if you are going to jump start your car. Also if you are bringing your car for service to your local car dealership, you better disconnect the dongle so it doesn't get lost.
• WHY IS IT DIFFICULT TO DISCONNECT THE DONGLE FROM THE OBD PORT?
  The dongle is designed to fit firmly in every car. You don't want the dongle to fall out while driving.
• WHAT IS THE RIGHT WAY TO REMOVE THE DONGLE?
  You can gently pull out the dongle from the OBD port. You maybe have to move the dongle just a little bit.