Functionality and Troubleshooting - FAQ

In this article you will find the answers to the most frequently asked questions concerning functionality and troubleshooting for myBenelli: before opening a support request, try to see if the answer you are looking for is already here.

Vehicle position not updated

If you find that the position of your motorbike is not up to date, we recommend you read the dedicated article How to consult and update vehicle location.

The failure to update could be due to the fact that the motorbike is parked in a place where there is no coverage or that the B-Box is still transmitting to the server (it takes a few minutes for the data to be transmitted, uploaded to the server and made available in the app).

The trips do not coincide with my own trips

If you have detected differences between the actual position of your vehicle and the one you see on myBenelli, you should know that:

• the B-Box must be in GSM and GPS coverage;
• the B-Box may take a few moments to activate and therefore a late detection of the starting point is to be considered normal;
• If your journey ends in the garage or in a place with no GSM (data connection) or GPS (vehicle tracking) coverage, the IoT device will not be able to transmit the data. The vehicle position and routes on myBenelli will be updated as soon as the B-Box is able to transmit/verify the position again (e.g. when you leave the garage, or return to an area with GSM network coverage);
• If you request a position update via the app's 'Request Last Position' button, you may not receive an immediate update. Remember that the IoT telematics device goes into standby mode after 5 minutes of the vehicle being switched off;
• regarding the last position, myBenelli reports the date and time of the last recorded movement of the vehicle and not the date and time of the last request made.

If none of the trips match your trips, send a request to our service team, indicating the IMEI code of the device mounted on your motorbike. >> Where can I find the IMEI code?

My B-Box does not detect the position/is locked in a fixed position

If the device installed on your motorbike is not active, the app may not function properly and you may not see the correct information. In this case, an update of the device may be necessary: go to one of our dealers exposing the problem as 'B-Box blocked'.

I did not receive an email or SMS in case of an alarm

If you did not receive the email

First of all, check in your 'Updates' or 'Promotions' folders, or in the junk mail of your e-mail box, that there are actually no e-mails from myBenelli. Communications arrive from this email address: mybenelli@dm.moto.app, we advise you to add it to your contacts so as not to miss any communications.

If you did not receive the SMS

If you do not receive text messages let us know by sending us a request to our support team.