What happens to my personal information that sits in the MyVault profile?

All information stored in your profile is treated confidentially, is POPIA (Protection of Personal Information Act) compliant and is only accessed when managing safety and security incidents.


What is the MyVault function?

MyVault allows a member to add very useful personal information to assist efficient response in the event of an incident. A user’s MyVault profile can be accessed by them online, or via the App on the user’s phone.

The user does not have to have the App or a MyVault profile to access the ERPC in an emergency, but a MyVault profile gives dispatchers immediate access to all relevant personal information to improve response time in the case of an emergency without wasting critical time trying to get this information from the user.

Examples of useful information in an emergency include:

  • Whether you are a medical aid member or not
  • Who your doctor is
  • Who in your family the ERPC can call in an emergency,
  • If your car is stolen, but its details (registration or VIN) or already in the system, this can immediately be flagged in an activation.
  • or if you and your car goes missing, the ERPC will know the details of vehicle.

All information stored in your profile is treated confidentially, is POPIA (Protection of Personal Information Act) compliant and is only accessed when managing safety and security incidents.

You may also delete or edit your My Vault profile at any time, and how much or how little you add is up to you

Fields in My Vault include:

  • Personal contact details
  • Personal characteristics
  • All relevant addresses
  • Medical Information, including medical aid, doctors, preferred hospitals etc
  • Driver’s license
  • Key relationships, dependents, key contacts
  • Personal items and assets
  • Vehicles: Photos and Scans of registrations, insurance information etc
  • Animals: identifying marks, microchips etc
  • Firearms, competencies and licenses
  • Document bank: wills, identity docs etc
  • Devices: all phones, tablets, and other devices with SIM cards


My Phone isn’t a smartphone, what now?

Please save our emergency telephone number 08 616 87 225 (08 616 TRACK)  on your mobile phone, and also keep it next to your landline.

Please note that you can still create and manage your profile online at https://members.trackbox.world and register. If you have created an online profile, it means we can respond and act faster, as we will know more about you (i.e. important emergency information).

You do not need to have the App to call / access the ERPC.


Can I use the app for someone else?

Yes – please alert us to incidents that might not directly impact you, but someone else in need of assistance.

We hope that you never need to make use of our services or NPO projects but rather that you may be able to use these tools to help others, that you are empowered to take action and thereby slowly and methodically, as a nation we can create the change. Naturally this also brings peace of mind that we have your back in the event of an emergency which is our utmost priority.

Don’t forget that you can report suspicious behaviour / vehicles even if you are not directly impacted by it.


Why don’t we get roadside assistance and ambulance service included in the premium package?

The Premium package covers the managed response of an incident by TrackBox and aims to provide you with assistance for all emergency incidents including the dispatching of emergency responders such as the police or ambulances. The AAA Response ERPC is not a responder itself but aims to link you to all appropriate responders. The cost of the service covers the cost of our ERPC call centre and the management of your incident, and not the cost of any roadside or ambulance service through private response services. The costs of the emergency response provider are for the account of the member.

We do have an AAA MVAC Response package which includes the AAA Response
Premium membership and *Accident Protector. This means that if the member suffers any accidental bodily injury (not just road related), our dispatchers will dispatch the closest available ambulance and the member will be taken to the most appropriate hospital where their medical costs will be paid for up to the selected cover limit (R10 000 or R100 000) for the member, or the member’s whole family (if elected). The price starts at R60.00 for individuals.


How / Why should I upgrade to premium and what will it cost?

The Premium package covers response management services, and provides full functionality in app, as well as access to 100+ response organisations and thousands of responders, while the free (NPO) option provides limited functionality in-app, and includes a free speed dial to SAPS.

Apart from acting as a single point of contact to assist you with any emergency, you may face, your membership also funds much of the Specialised Victim Support (SVS) we do. In addition to our Violent Crimes and Technology (VCAT) support to the community, our SVS services have assisted with over 110 violent crimes with a success rate of over 80%.


What if my child plays with my phone and he/she press the panic app?

No problem.  Try and stop the clock before it dials through to the ERPC. If it does go through to the ERPC, please take the call when they call and just mention that it was an accidental activation. 

However, it is worth teaching your children how to use the App.


Can I test the app from time to time?

We are happy for you to test the app whenever you want. We hope that our members never need to use our services, but as a reminder, we do ask that you familiarize yourself with the process of activating an emergency so that it comes more naturally when you need it most. In familiarizing yourself with the process, please activate the App or call the control room and just tell the control room you are testing it

Please also save our emergency telephone number 08616 87 225 (08 616 TRACK)  on your mobile phone, and also keep it next to your land line at home.


How do I update my profile on the app and can it be done online as well?

Yes - Members can update their profile by selecting the hamburger menu bar on the top right-hand corner of the app screen, followed by MyVault, then enter their pin. The customer can then proceed into adding in their details.

Once you have completed your MyVault profile creation, an SMS will be sent to you with your log-in details. If you have forgotten or lost these details, you can select ‘forgot password’ on your MyVault login page and we will resend these to you. Alternatively, you can contact the App Support Team on 08616-23646/ADMIN and request these to be resent to you.


I lost my old phone and got a new phone. What should I do?

You can download the App again on your new phone via the Google play store /App store. Log-in by inputting your username and password, and the App will refresh your profile. Alternatively, please call our customer support line

If you have forgotten your log-in details, you can select “forgot password” on the log-in page and we will resend these to you. Alternatively, you can contact the App Support Team on 08616-23646/ADMIN and request these to be resent to you.