We at Traqq understand the importance of privacy for our customers and business owners. As a company offering services in the EU, we comply with the General Data Protection Regulation (GDPR) law that went into effect on May 25, 2018.
Since the creation of our time tracker, we've taken all the steps necessary to meet GDPR requirements and be transparent about what we do with your data.
Below we will cover the most Frequently Asked Questions regarding our GDPR compliance policy. If you require additional assistance or clarifications, don’t hesitate to contact us directly at <a href="mailto:support@traqq.com">support@traqq.com</a>
<dl>
<dt>How long is my data stored for?
</dt>
<dd>
In general, we store your tracked data for 1 year from the date it was received on. By data we mean your time tracked, activity, blurred screenshots and blurred screen recordings. After a year, this data is automatically deleted.

Your contact information and login details are stored until your account is fully deleted per your request.

</dd>
<dt>I want to delete my Organization’s Traqq account along with my data. How do I file a request?
</dt>
<dd>
You don’t need to file a special request form to delete your data. When you delete your organization’s Traqq account, all of your data is automatically deleted within 7 days.

If you want to get a written confirmation from us that all your data has been deleted, feel free to contact our Support team at <a href="mailto:support@traqq.com">support@traqq.com</a>. Our Support Team checks every request and will act in accordance with the GDPR law.

</dd>
<dt>I’m a member of an organization/company that uses Traqq. Who is in control of my data?
</dt>
<dd>
You, your organization and its Owner(s) are considered to be in control of your data.

</dd>
<dt>Who can access and view my data within Traqq?
</dt>
<dd>
Based on the settings that were set by your company’s account Owner in their Traqq account, both you and the company account Owner can access your blurred screenshots, <a href="/support/monitoring-teams/apps-and-websites/" target="_blank">app &amp; website stats</a>, <a href="/support/monitoring-teams/screen-recording/" target="_blank">screen recordings</a>, <a href="/support/monitoring-teams/activity/" target="_blank">activity percentage</a>, etc. Users of your company’s account who are assigned the <a href="/support/managing-teams/roles-and-permissions/" target="_blank">role</a> of an Admin, or a Manager in the group you are a member of, may also view your data tracked and recorded by Traqq.

Upon your request, the Traqq team can also access your data directly, e.g. when working on your support ticket or diagnosing the log files or other data that you shared with us. Our team is trained to handle sensitive information and understands the severity of privacy violations.

</dd>
<dt>Is the data encrypted?
</dt>
<dd>
We encrypt all data during transmission and at rest. Your blurred screenshots and screen recordings are stored on the AWS cloud servers. For more information, or to view the AWS ISO 27018 Certification, see the AWS ISO 27018 <a href="https://aws.amazon.com/compliance/programs/" target="_blank">Compliance webpage</a>. Your encrypted activity data is stored on our private protected servers, located in the US and Canada.

</dd>
<dt>What is Traqq’s role according to the GDPR law?
</dt>
<dd>
Currently, Traqq is acting as the Data Processor, unless stated otherwise.

</dd>
<dt>How does Traqq prevent its employees from transmitting confidential data?
</dt>
<dd>
All of our team members sign a legal document during their training that holds them personally liable for any such actions. They would be prosecuted to the fullest extent of the law if such an event ever occurred.

</dd>
</dl>

Traqq on GDPR compliance

<dl>
<dt>How does Traqq handle my data?</dt>
<dd>
Traqq stores your activity and blurred screenshots on tightly protected Amazon S3 servers, which provide our standard security, speed and data protection guarantees. Information on your activity levels and tracked time is stored in the US, on a private government-level security server.
Learn about Amazon&rsquo;s security measures <a href="https://aws.amazon.com/s3/faqs/#How_secure_is_my_data" target="_blank" rel="noopener">here</a> Learn about Traqq&rsquo;s security <a href="/support/security/" target="_blank" rel="noopener">here</a>
</dd>
<dt>How does Traqq protect my data?</dt>
<dd>
Traqq has multi-layer protection across a reliable distributed infrastructure. All your data is automatically encrypted through HTTPS, SSL and TLS prior to being written to disk and synchronized with your online Traqq account. Your data within the cloud is stored using AES-256 encryption. It is stored on tightly protected Amazon S3 servers, which provide our standard security, speed and data protection guarantees. Using Amazon&rsquo;s service ensures full compliance with the GDPR.
Learn about Amazon&rsquo;s security measures <a href="https://aws.amazon.com/s3/faqs/#How_secure_is_my_data" target="_blank" rel="noopener">here</a> Learn more about Amazon&rsquo;s GDPR compliance <a href="https://aws.amazon.com/compliance/gdpr-center/" target="_blank" rel="noopener">here</a> Learn about SSL encryption certificate <a href="https://www.ssl.com/faqs/faq-what-is-ssl/" target="_blank" rel="noopener">here</a>
</dd>
</dl>

Data handling and security

<dl>
<dt>Does Traqq provide customer support?</dt>
<dd>
Yes. You can email Traqq and receive a response within 24 hours. Our team monitors the mailbox and responds to customer inquiries 24/7.
</dd>
<dt>Who uses Traqq?</dt>
<dd>
Traqq is a time tracking tool made for easy team monitoring. Company owners, group managers, HR departments and freelancers working locally or remotely, with any number of people on the team, can use Traqq. The app will use automated methods, such as screenshots, activity tracking, app and website tracking to provide users with an insight into the teams&rsquo; productivity and performance.
</dd>
<dt>How does Traqq work?</dt>
<dd>
Traqq works via a desktop app, which users can <a href="/support/desktop-app/downloading-the-traqq-desktop-app/" target="_blank" rel="noopener">download</a> and <a href="/support/desktop-app/installing-the-traqq-desktop-app/" target="_blank" rel="noopener">install</a> after sign-up. Once the tracker is activated, the app tracks your <a href="/support/monitoring-teams/activity/" target="_blank" rel="noopener">active hours</a>, as well as the <a href="/support/monitoring-teams/apps-and-websites/" target="_blank" rel="noopener">applications</a> you run and websites you visit. It also captures <a href="/support/monitoring-teams/screenshots/" target="_blank" rel="noopener">blurred screenshots</a> at random times within 10-minute intervals to provide a general insight into user activity.
</dd>
<dt>Does Traqq have a browser extension or a web app?</dt>
<dd>
Nope. Traqq uses a desktop app to track user activity, including <a href="/support/monitoring-teams/apps-and-websites/" target="_blank" rel="noopener">apps &amp; websites</a>.
</dd>
<dt>How do I book a demo with Traqq?</dt>
<dd>
You can book a free Traqq demo session via our <a href="//traqq.com/demo/" target="_blank" rel="noopener">&rsquo;Demo Offer&rsquo;</a> page.
</dd>
<dt>Does Traqq work offline or with no internet access?</dt>
<dd>
Yes! Traqq is not internet-dependent. Your <a href="/support/monitoring-teams/activity/" target="_blank" rel="noopener">activity</a>, <a href="/support/monitoring-teams/screenshots/" target="_blank" rel="noopener">screenshots</a>, <a href="/support/monitoring-teams/apps-and-websites/" target="_blank" rel="noopener">app and website</a> use will be accurately tracked and stored on your computer. The data gets synchronized with your online Traqq account once you are back online.
</dd>
<dt>Is Traqq a productivity tool?</dt>
<dd>
Yes! Traqq gives users an insight into their productivity by measuring their activity levels throughout the hours they&rsquo;ve worked. Traqq also shows the amount of time the users have spent on different <a href="/support/monitoring-teams/apps-and-websites/" target="_blank" rel="noopener">apps and websites</a>. You can use this information to analyze your productivity throughout the day, pinpoint distractions and make changes to ensure better efficiency.
</dd>
<dt>How do I send feedback to Traqq?</dt>
<dd>
There are three ways you can submit your feedback to us:
1 - The simplest option is to use the smiley icons in the top-right corner of your <a href="//app.traqq.com" target="_blank" rel="noopener">Traqq account page</a>.
<img src="/upload/editor/140[FAQ1].png" alt="">
<img src="/upload/editor/141[FAQ2].png" alt="">
2 - You can also send us feedback from the desktop app. Simply click on the tracker, and select the &lsquo;Send feedback&rsquo; menu option.
&nbsp;
<img src="/upload/editor/142[FAQ3].png" alt="">
3 - Last but not least, you can send us feedback via email at <a href="mailto:support@traqq.com">support@traqq.com</a>
</dd>
<dt>Is recording screen activity legal?</dt>
<dd>
Yes, as long as it is done with the user&rsquo;s consent! Traqq only takes screenshots if the user has consented and enabled the option in the <a href="https://app.traqq.com/settings/tracking" target="_blank" rel="noopener">tracking settings</a>. Traqq does not have any &ldquo;stealth mode&rdquo;, &ldquo;silent mode&rdquo; or similar options that may enable spying.
</dd>
<dt>What is ethical tracking?</dt>
<dd>
We track the users&rsquo; activity, but never spy on them. Ethical tracking is built on the principles of:
1 - Fairness between the employee and the employer, where employees have full control over their tracked time and recorded screenshots. Neither time nor screenshots can be deleted by admins or other users &ndash; you can delete only what is yours. Note that each screenshot is associated with a 10-minute time interval, which means that deleting a screenshot will also delete the time attached to it.
2 - Privacy protection: screenshots are blurred to protect user privacy (accidental passwords or personal info that may be displayed on your screen while the tracker is running, along with the rest of your screen contents, are intentionally distorted).
3 - Openness: you can get a notification when a screenshot is taken. This is optional and can be turned on or off by any user.
4 - User consent: you start the timer when you want your time and activity to be tracked, and stop it when you need to use your computer for personal needs.
</dd>
<dt>What's the difference between a task tracker and a time tracker?</dt>
<dd>
Task trackers are specialized project management tools, such as Trello or Asana, that allow users to set up projects and tasks for their teams. While task trackers only monitor task completion, a time tracker is able to track its progress, while also being compatible with tracking activity for the whole day (like Traqq) instead of particular tasks. Lastly, time trackers provide users with insight into the team&rsquo;s performance and productivity.
</dd>
</dl>

General Questions

<dl>
<dt>From where can I download the app?
</dt>
<dd>
Once you’ve registered, you can download the app from your online Traqq account at <a href="https://app.traqq.com/desktop" target="_blank">Downloads</a>

</dd>
<dt>Why can’t I download the app?
</dt>
<dd>
Some third-party browser extensions may be blocking your download. You may try disabling them if they interfere with your downloads. You may also want to check your internet connection stability, or try again later. Please contact <a href="mailto:support@traqq.com">support@traqq.com</a> if you need assistance.

</dd>
<dt>Does Traqq support Android/iOS?
</dt>
<dd>
Not at the moment. Traqq currently supports desktop platforms running macOS or Windows. Please <a href="mailto:support@traqq.com">contact us</a> if you require Linux, Chrome OS, Android or iOS support.

</dd>
<dt>Does Traqq support Linux?
</dt>
<dd>
No. Currently, Traqq supports only macOS 10.14 Mojave and newer, and Windows 7 and newer. Please contact us if you require Linux, Chrome OS, Android or iOS support.

</dd>
</dl>

System compatibility

<dl>
<dt>How can I install Traqq?
</dt>
<dd>
Once you’ve downloaded the <a href="https://app.traqq.com/desktop" target="_blank">time tracking app</a>, installing Traqq on macOS or Windows is a simple automated process. Please read the <a href="/support/desktop-app/installing-the-traqq-desktop-app/" target="_blank">Installation guide</a>

</dd>
<dt>Why can’t I install Traqq?
</dt>
<dd>
If you have an outdated or cracked version of Windows or MacOS, or a system that’s not compatible with our service, you may not be able to install the app. Currently, only macOS 10.14 Mojave and newer, and Windows 7 and newer are supported. Please contact <a href="mailto:support@traqq.com">support@traqq.com</a> if you need assistance.

</dd>
<dt>Why can’t I open/execute the installer?
</dt>
<dd>
If you have an outdated or cracked version of Window that’s not compatible with our service, you may not be able to execute the installation wizard. Please contact <a href="mailto:support@traqq.com">support@traqq.com</a> if you need assistance.

</dd>
<dt>What are the manual accessibility options I need to enable on macOS?
</dt>
<dd>
If you have denied Traqq access during installation, you will need to manually change that to allow the app to accurately track your activity. Please read how to Grant permissions <a href="/support/tracking-time/granting-tracking-permissions/" target="_blank">here</a>

</dd>
</dl>

Installation

<dl>
	<dt>Does Traqq have an unlimited plan that’s really free?
	</dt>
	<dd>
	Yes. Traqq offers the Premium Starter plan with all premium features for accounts with up to 3 users. This plan can be used for as long as you need it.
	
	</dd>
	<dt>What free features does Traqq offer?
	</dt>
	<dd>
	Traqq offers the following free premium features:
	
	<ol>
		<li>Full online/offline desktop time tracker</li>
		<li>App and website monitoring</li>
		<li>Mouse and keyboard activity tracking</li>
		<li>Automated desktop screenshots</li>
		<li>Screen video recording</li>
		<li>Ethical tracking</li>
		<li>Custom user and group reports</li>
		<li>Export reports in a convenient format</li>
		<li>Multiple time zone view</li>
		<li>Manage people, create unlimited groups</li>
		<li>Smart alerts and notifications</li>
		<li>Add/edit time manually</li>
		<li>Roles and access levels</li>
		<li>Personal account manager</li>
	</ol>
	</dd>
	<dt>What subscription plans does Traqq offer?
	</dt>
	<dd>
	<ol>
		<li>Premium Starter for 3 users - Free</li>
		<li>Premium Teams for 4-100 users
		<ul>
			<li>$ 6 per user/ month, billed annually
			</li>
			<li>$ 7 per user/ month, billed monthly
			</li>
		</ul>
		</li>
		<li>Enterprise for 100+ users - custom price</li>
	</ol>
	</dd>
	<dt>How long is Traqq’s free trial?
	</dt>
	<dd>
	If your team is bigger than 3 people, you can try the Premium Teams or Enterprise plan absolutely free for 21 days.
	
	</dd>
	<dt>Can the free trial be extended?
	</dt>
	<dd>
	After your 21-day trial expires, you may continue using Traqq for a team of 3 people by switching to the Premium Starter plan, which lets you keep access to all premium features. Please contact us by email at <a href="mailto:support@traqq.com">support@traqq.com</a> if you need more info.
	
	</dd>
	<dt>What happens if I cancel my Premium Teams plan subscription (more than 3 users) during the 21-day trial period?
	</dt>
	<dd>
	Canceling your subscription during the 21-day trial period will not trigger any charges. Your subscription will be downgraded to the FREE Premium Starter Plan with the 3-user limit.
	
	</dd>
	<dt>What happens to my organization's Traqq account when my 21-day trial is over?
	</dt>
	<dd>
	Traqq notifies you when your Premium Teams trial expires. Then, you will be able to either subscribe by paying a fee or downgrade your team to the maximum of 3 users.
	
	</dd>
	<dt>How is the price calculated?
	</dt>
	<dd>
	Billing is based on the number of users in your organization’s traqq account.
	
	</dd>
	<dt>What payment methods can I use to pay for my subscription?
	</dt>
	<dd>
	You can use one of the two payment methods to pay your subscription fee:
	
	<ol>
		<li>PayPal</li>
		<li>Mastercard/Visa</li>
	</ol>
	</dd>
	<dt>How can I change my payment cycle?
	</dt>
	<dd>
	You can change your payment cycle on the <a href="//app.traqq.com/subscription" target="_blank">Subscription</a> tab in your online Traqq account.
	
	</dd>
	<dt>How can I change/update my payment method?
	</dt>
	<dd>
	You can change/update your payment method on the <a href="//app.traqq.com/subscription" target="_blank">Subscription</a> tab in your online Traqq account.
	
	</dd>
	<dt>What does plan upgrading mean?
	</dt>
	<dd>
	In Traqq, the plan upgrading means adding users (seats).
	
	</dd>
	<dt>How can I upgrade my plan?
	</dt>
	<dd>
	You can change your plan anytime by simply adding users on the <a href="//app.traqq.com/subscription" target="_blank">Subscription</a> tab.
		 When new users join, we’ll create an invoice to cover them through the end of your subscription period.
	
	</dd>
	<dt>How can I downgrade my plan to fewer users?
	</dt>
	<dd>
	You can make the changes on the <a href="//app.traqq.com/subscription" target="_blank">Subscription</a> tab in your online Traqq account by pressing the 'Change subscription' button.
	
	</dd>
	<dt>What happens to my excess users once I downgrade my plan?
	</dt>
	<dd>
	You will be offered to archive your excess users (you select and decide who to remove). Later, you will be able to either delete them permanently or restore them. <a href="/support/managing-teams/removing-users/">See how to remove or restore users manually</a>.
	
	</dd>
	<dt>What happens to my excess users’ recorded data if I downgrade my plan?
	</dt>
	<dd>
	You will archive your excess users when downgrading your plan. That means you will still be able to access their activity records for 365 days, unless you permanently delete them or delete your company’s account earlier. To access data for your archived users, go to the Reports page to generate and export a report containing their tracked data.
	
	</dd>
	<dt>How do I cancel my subscription?
	</dt>
	<dd>
	You can cancel your subscription anytime on the <a href="//app.traqq.com/subscription" target="_blank">Subscription</a> page by clicking the ‘Cancel subscription’ link.
	
	Please note:
		 Your prepaid number of users will remain active until your next billing cycle. For instance, if you cancel your annual subscription for 20 users after 9 months, you will still keep them for the remaining 3 months, until your subscription expires.
	
	</dd>
	<dt>Will Traqq refund me after I downgrade?
	</dt>
	<dd>
	Traqq’s subscriptions are non-refundable. However, when you downgrade your subscription, the remaining amount you had prepaid for the removed users will be applied to your next subscription term.
	
	</dd>
	<dt>Can Traqq refund me if I subscribed but didn't use the service?</dt>
	<dd>
	Traqq has a No refund policy. Unless you were charged due to a system error, we won't be able to issue a refund. Read more about this in our <a href="/legal/terms/" target="_blank">Terms of Use</a>.
	</dd>
</dl>

Subscription

<dl>
<dt>How do I add my team?</dt>
<dd>
As Account Owner/Admin, you need to invite your team members to track their activity via the <a href="//app.traqq.com/people" target="_blank" rel="noopener">&lsquo;People&rsquo;</a> page. For more details, please see the <a href="/support/managing-teams/adding-users/" target="_blank" rel="noopener">invitation guide</a>.
</dd>
<dt>What if a user you&rsquo;re trying to invite has already been invited?</dt>
<dd>
If you receive a message that a user you are trying to add has already been invited, please first check your <a href="https://app.traqq.com/people/invites" target="_blank" rel="noopener">Invites</a> tab on the <a href="https://app.traqq.com/people" target="_blank" rel="noopener">People</a> page.
If you can&rsquo;t find the person there, then they may be using the same email address with another company on Traqq, or may have created their own account without using your invitation link.
Please note that to be added to your organization on Traqq, your employees must use your <a href="https://app.traqq.com/people/invites#invite" target="_blank" rel="noopener">invitation to join</a>. One email address may correspond to one Traqq account only, so if someone is already using Traqq with another company, you will need to use a different email address to invite them to your organization.
If that&rsquo;s not possible, please ask them to <a href="/support/managing-teams/removing-users/" target="_blank" rel="noopener">delete their accounts</a>, and contact <a href="mailto:support@traqq.com">support@traqq.com</a> with your employee&rsquo;s email address. We&rsquo;ll assist you from there.
</dd>
<dt>Why is there no tracking information for my team?</dt>
<dd>
If you can&rsquo;t see any tracking data on your <a href="https://app.traqq.com/team" target="_blank" rel="noopener">Dashboard</a> or in <a href="https://app.traqq.com/reports" target="_blank" rel="noopener">Reports</a>, then your team most likely hasn&rsquo;t installed or executed the app after registering for Traqq. Have them complete the installation and use the tracker to record activity. If they have any issues, our customer support team will be happy to assist. Just send us a note at <a href="mailto:support@traqq.com">support@traqq.com</a>.
</dd>
<dt>Why can&rsquo;t my team install Traqq?</dt>
<dd>
If your employees have a cracked or outdated version of Windows or MacOS, or a system that&rsquo;s not compatible with our service, they may not be able to install the app. Currently, macOS 10.14 Mojave and newer, and Windows 7 and newer are supported. Please contact <a href="mailto:support@traqq.com">support@traqq.com</a> if you need assistance with installation.
</dd>
<dt>Why can&rsquo;t my team open or start Traqq?</dt>
<dd>
If your employees have a cracked or outdated version of Window that&rsquo;s not compatible with our service, they may not be able to execute the installation wizard. Please contact <a href="mailto:support@traqq.com">support@traqq.com</a> if you need assistance.
</dd>
<dt>How can I remove a user?</dt>
<dd>
To remove (archive or permanently delete) a user, you have to go to the <a href="https://app.traqq.com/people" target="_blank" rel="noopener">People</a> page and click on the Edit icon (the three dots) at the right end of the line with the user&rsquo;s name. Choose the &lsquo;Archive&rsquo; option from the menu that appears to archive the user.
To permanently delete a user with all activity history, find them under the <a href="//app.traqq.com/people/archived" target="_blank" rel="noopener">Archived tab</a> and click on the &lsquo;Permanently delete&rsquo; option in the Edit drop-down menu. For more details, please see <a href="/support/managing-teams/removing-users/" target="_blank" rel="noopener">this guide</a>.
</dd>
<dt>How can I restore an archived user?</dt>
<dd>
To restore an archived user with all activity history, go to the <a href="//app.traqq.com/people/archived" target="_blank" rel="noopener">Archived tab</a> and choose the Restore option in the Edit drop-down menu. For more details, please see <a href="/support/managing-teams/removing-users/">this guide</a>.
</dd>
<dt>Can I access activity history for archived users?</dt>
<dd>
Yes, you can view previously recorded activity for archived users via the <a href="https://app.traqq.com/reports" target="_blank" rel="noopener">Reports</a> page and generate the reports you need. But please note that you cannot access the <a href="https://app.traqq.com/" target="_blank" rel="noopener">Activity</a> tab for an archived user. For more details, please see <a href="/support/reports/">this guide</a>.
</dd>
<dt>How long is archived user data stored?</dt>
<dd>
Tracked data for every archived user is stored for 93 days after archiving. After that, it is permanently deleted.
</dd>
<dt>Why does Traqq archive users instead of deleting them?</dt>
<dd>
Traqq sends users to an archive before deleting to give Admins an opportunity to access the user&rsquo;s tracked data if the need arises, or to restore a user. Admins can delete a user permanently from under the <a href="https://app.traqq.com/people/archived" target="_blank" rel="noopener">Archived&rsquo; tab</a>. However, that isn&rsquo;t necessary, as users are automatically deleted from the archive after 365 days.
</dd>
<dt>Can I restore data of permanently deleted users?</dt>
<dd>
Nope. Once you&rsquo;ve deleted an archived user, their activity history is permanently deleted.
</dd>
<dt>Can I restore a deleted user?</dt>
<dd>
Nope. Once you&rsquo;ve deleted an archived user, their activity history is permanently deleted.
</dd>
</dl>

Team management

<dl>
<dt>What are roles?</dt>
<dd>
Roles correspond to different access levels users can have to viewing activity or managing accounts. The higher the level, the more rights the user has. Those rights include: access to screenshots, viewing pay rates, inviting users or archiving them. Traqq supports four roles: Users, Managers, Admins, Owners.
Users can view/manage their personal activity and accounts only. Managers can view/manage activity and accounts of all users in their assigned <a href="/support/managing-teams/roles-and-permissions/" target="_blank" rel="noopener">group</a>. Admins have access to company settings and can view/manage activity of all users and managers. Owners have global company permissions and full permissions for every user, manager or admin.
</dd>
<dt>What is the Owner role on Traqq?</dt>
<dd>
Owners have global company permissions and full permissions for every user, manager or admin.
</dd>
<dt>What is the Admin role on Traqq?</dt>
<dd>
Admins have access to company settings and can view/manage activity of all users and managers.
</dd>
<dt>What&rsquo;s the difference between Admin and Owner?</dt>
<dd>
Admins cannot manage some <a href="/support/managing-organization/" target="_blank" rel="noopener">organization settings</a>, such as deleting the organization&rsquo;s account. They may not be able to view <a href="/support/managing-teams/managing-pay-rates/" target="_blank" rel="noopener">pay rates</a>, unless the Owner enables this option.
</dd>
<dt>What is the Manager role on Traqq?</dt>
<dd>
Managers can view/manage activity and accounts of all users in their assigned <a href="/support/managing-teams/roles-and-permissions/" target="_blank" rel="noopener">group</a>.
</dd>
<dt>What&rsquo;s the difference between Admin and Manager?</dt>
<dd>
While Managers can only view activity of users in their own groups, Admins have access to activity info for all users in the company. Admins also have access to <a href="/support/managing-organization/">organization settings</a>, while Managers don&rsquo;t.
</dd>
<dt>What do Managers have access to?</dt>
<dd>
Managers can view activity and screenshots for all users in their assigned <a href="/support/managing-teams/roles-and-permissions/">groups</a>.
</dd>
<dt>Who selects Managers?</dt>
<dd>
Admins and Owners can assign group managers.
</dd>
<dt>Do groups require managers?</dt>
<dd>
No, you can create a group without assigning a manager to it. Managers aren&rsquo;t required either when you generate <a href="https://app.traqq.com/reports" target="_blank" rel="noopener">Reports</a>.
</dd>
<dt>How to add/remove managers?</dt>
<dd>
&nbsp;
<h3>Step 1</h3>
<dl>
<dd>
Go to the 'People' page, and click on the Edit icon (the pen icon) next to the person&rsquo;s name, and proceeding to edit their role.
<img src="/upload/editor/xx73[MT2.2].png" alt="">
In the Edit User window, click on the 'Role' dropdown menu to expand the options. When you select a role, its description will be shown in a yellow box below.
Select the new role for the user.&nbsp;
<img src="/upload/editor/xx74[MT2.3].png" alt="">
</dd>
</dl>
<h3>&nbsp;</h3>
&nbsp;
</dd>
<dt>Can there be more than one Manager in one group?</dt>
<dd>
Yes. Note that if there is more than one Manager in a group, they will not be able to view each other&rsquo;s activity, only the activity of regular users in their group.
</dd>
<dt>Can one user manage two groups?</dt>
<dd>
Yes. There are no limits to how many groups a Manager can be assigned to.
</dd>
<dt>Why can&rsquo;t account Owners be group Managers?</dt>
<dd>
Owners have global company permissions and full permissions for every user, manager or admin. Therefore, they have the rights of group managers by default. In fact, a lot more rights than any group manager.
</dd>
<dt>Can removed Managers view the Dashboard?</dt>
<dd>
No, once a Manager is removed, their access level is limited to &lsquo;Activity&rsquo;, &lsquo;Report&rsquo;, &lsquo;Download&rsquo; and personal settings - just the menu options a regular User has access to. They will not be able to view activity for other users in the group they&rsquo;ve been removed from.
</dd>
<dt>Can groupmates view each other on the Dashboard?</dt>
<dd>
Nope. Regular Users don&rsquo;t have access to the <a href="https://app.traqq.com/team" target="_blank" rel="noopener">Dashboard page</a>. They can&rsquo;t view each other&rsquo;s activity or screenshots.
</dd>
</dl>

Roles

<dl>
<dt>Why can’t I view the Dashboard?
</dt>
<dd>
Only Managers, Admins and account Owners have access to the Dashboard. If you used to be able to see the Dashboard, but now find that it’s no longer visible, then it means that your role has been changed to regular User by an Admin or account Owner.

</dd>
<dt>What are Top Apps &amp; Websites?
</dt>
<dd>
Traqq tracks users’ activity, as well as the apps and websites they use. Under Top <a href="https://app.traqq.com/activity/apps" target="_blank">Apps &amp; Websites</a> you see the apps and sites that are used the most by users or groups.

</dd>
<dt>How is average activity calculated?
</dt>
<dd>
Activity percentage is calculated in 10-minute increments throughout the day. When you review your timeline, you see that each screenshot has the corresponding activity percentage listed next to it. Average activity is the average of those 10-minute activity increments calculated for the selected period of time, be it a day, a week, a month or a custom date range.

</dd>
<dt>How is total time calculated?
</dt>
<dd>
Total time is the sum of the hours and minutes a user has tracked during a selected period of time.

</dd>
<dt>Why doesn’t my team have any data displayed under Time and Activity?
</dt>
<dd>
If you can’t view a user’s Time and Activity, it usually means that the user hasn’t installed or executed the app after registering for Traqq.

</dd>
</dl>

Do you have questions about the features and settings of the Traqq dashboard? Visit this page and learn about activity level calculation and more.

Dashboard - Frequently Asked Questions (FAQ)

<dl>
<dt>Why are screenshots/videos blurred?</dt>
<dd>
To protect user privacy and personal space, we blur all screenshots. The blurring is sufficient to make passwords, credit card numbers or any other accidentally revealed personal information unreadable. However, the quality still allows supervisors to get a general insight into what the user was actually doing.
</dd>
<dt>Can I time when screenshots are taken?</dt>
<dd>
Nope. Screenshots are taken at a random time within 10-minute intervals.
</dd>
<dt>How often are screenshots taken?</dt>
<dd>
Screenshots are taken at a random time within 10-minute intervals. If you close the tracker before the 10-minute interval ends, there will be a screenshot of your screen taken right before you stop the tracker.
</dd>
<dt>Can I add screenshots/videos?</dt>
<dd>
Nope. The screenshot feature is automated.
</dd>
<dt>Can I download screenshots/videos?</dt>
<dd>
You can save your screenshot images manually. However, we don&rsquo;t support bulk exporting of screenshots. If you&rsquo;d like to have this option in your <a href="https://app.traqq.com/reports">reports</a>, please let us know at <a href="mailto:support@traqq.com">support@traqq.com</a>.
</dd>
<dt>How can I turn off the screenshot or video alerts/notifications?</dt>
<dd>
You can do that in your Traqq app settings. Click on the Traqq icon in your system tray to bring up the app menu, then select &lsquo;Settings&rsquo; and uncheck the box next to &lsquo;Notify me when screenshots are taken&rsquo; to stop screenshot alerts.
</dd>
<dt>What happens if I turn off the tracker before 10 minutes?</dt>
<dd>
If you close the tracker before a 10-minute interval ends, there will be a screenshot taken right before you stop the tracker.
</dd>
<dt>Can Traqq take screenshots when I&rsquo;m offline?</dt>
<dd>
If the tracker is on, then yes. Traqq works offline as well as online. It will track your activity and capture screenshots. These will be uploaded to your online Traqq timeline once you have a stable internet connection.
</dd>
<dt>How can I unblur screenshots/videos?</dt>
<dd>
The short answer is, you can&rsquo;t. The screenshots are blurred intentionally to protect user privacy and comply with our ethical tracking policy.
</dd>
<dt>Where can I see my screenshots/videos?</dt>
<dd>
You can view your screenshots on the &lsquo;<a href="https://app.traqq.com/" target="_blank" rel="noopener">Activity</a>&rsquo; page in your online Traqq account at app.traqq.com. You can access this page by clicking on the Traqq icon in your system tray or on the taskbar, and selecting the &lsquo;View activity&rsquo; option.
</dd>
<dt>Who can see my screenshots/videos?</dt>
<dd>
Users can only view their own screenshots. Managers can view the screenshots of users in the groups they manage. Admins and Owners have access to everyone&rsquo;s screenshots.
</dd>
<dt>How can I view my team&rsquo;s screenshots?</dt>
<dd>
As long as your role gives you the rights to view your team&rsquo;s screenshots, you can do so by going to the &lsquo;<a href="https://app.traqq.com/" target="_blank" rel="noopener">Activity&rsquo; page</a> from the left-side navigation panel in your online Traqq account. Select the person whose activity and screenshots you would like to view from the list of users. See our guide on <a href="/support/monitoring-teams/screenshots/" target="_blank" rel="noopener">Viewing</a> and <a href="/support/tracking-time/delete-screenshots" target="_blank" rel="noopener">Deleting</a> Screenshots for more information.
</dd>
<dt>How can I delete screenshots/videos?</dt>
<dd>
Please see our guide on <a href="/support/monitoring-teams/screenshots/" target="_blank" rel="noopener">Viewing</a> and <a href="/support/tracking-time/delete-screenshots" target="_blank" rel="noopener">Deleting</a> Screenshots for more information.
</dd>
<dt>Where are my screenshots/videos stored?</dt>
<dd>
Traqq stores your screenshots on tightly protected Amazon S3 servers, which provide our standard security, speed and data protection guarantees.
Learn about Amazon&rsquo;s security measures <a href="https://aws.amazon.com/s3/faqs/#How_secure_is_my_data" target="_blank" rel="noopener">here</a> Learn about Traqq&rsquo;s security <a href="/support/security/">here</a>
</dd>
<dt>How can I turn off screenshots/videos?</dt>
<dd>
Visit the <a href="//app.traqq.com/settings/tracking" target="_blank" rel="noopener">&lsquo;Tracking settings&rsquo; tab</a> and edit your tracking preferences.
</dd>
<dt>How long are the screenshots/videos stored for?</dt>
<dd>
Your screenshots and/or video recordings are stored for 365 days before being automatically deleted.
</dd>
<dt>Can I delete my team&rsquo;s screenshots?</dt>
<dd>
Nope. Users can only delete their own screenshots.
</dd>
<dt>Who can delete screenshots?</dt>
<dd>
Everyone in your organization, regardless of their role, may only delete their own screenshots.
</dd>
<dt>Can I recover deleted screenshots?</dt>
<dd>
Nope.
</dd>
<dt>Can Admins delete screenshots?</dt>
<dd>
Nope. Everyone in your organization, regardless of their <a href="/support/managing-teams/roles-and-permissions/" target="_blank" rel="noopener">role</a>, may only delete their own screenshots.
</dd>
<dt>Can I delete screenshots without deleting time?</dt>
<dd>
No, screenshots are deleted with their corresponding time. Each screenshot corresponds to a 10-minute time interval.
</dd>
<dt>How many computer monitors can Traqq support?</dt>
<dd>
Traqq can capture screenshots and record activity on two monitors. If you need support for more than two displays, please let us know at <a href="mailto:support@traqq.com">support@traqq.com</a>
</dd>
</dl>

Do you have questions about Traqq's screenshots? Check out this page know how the time tracker ethically captures video recordings and screenshots.

Screenshots - Frequently Asked Questions (FAQ)

<dl>
<dt>Can Traqq detect activity if I&rsquo;m offline?</dt>
<dd>
If the tracker is on, then yes. Traqq works offline as well as online. It will track your activity and capture screenshots. These will be uploaded to your online Traqq timeline once you have a stable internet connection.
</dd>
<dt>Is Traqq tracking my activity accurately?</dt>
<dd>
Yes. Traqq detects keystrokes and mouse movements to track user activity. If you&rsquo;re experiencing discrepancies between your actual activity and what&rsquo;s tracked by the app, you either may not have enabled all of the required tracking options on your computer, or, in rare cases, the tracking may be interfered with by third-party programs, antiviruses or firewalls. You may contact <a href="mailto:support@traqq.com">support@traqq.com</a> to schedule a live troubleshooting session.
</dd>
<dt>Can users increase their activity level by power clicking?</dt>
<dd>
Nope. Traqq is equipped with an anti-cheating algorithm, which detects and nullifies power clicks and redundant mouse movements.
</dd>
<dt>How can I increase my activity level?</dt>
<dd>
Your activity is calculated based on your keystrokes and mouse movements. Having activity on the screen will result in higher <a href="/support/monitoring-teams/activity/" target="_blank" rel="noopener">activity levels</a> being recorded. However, note that Traqq is equipped with an anti-cheating algorithm, which detects and nullifies power clicks and redundant mouse movements.
If you&rsquo;re experiencing discrepancies between your actual activity and what&rsquo;s tracked by the app, you either may not have enabled all of the required tracking options on your computer, or have a third-party firewall or antivirus interfering with activity detection. You may contact <a href="mailto:support@traqq.com">support@traqq.com</a> to schedule a live troubleshooting session.
</dd>
<dt>Why is Traqq showing my activity as low despite me being very active on my computer?</dt>
<dd>
If you&rsquo;re experiencing discrepancies between your actual activity and what&rsquo;s tracked by the app, you either may not have enabled all of the required tracking options on your computer, or have a third-party firewall or antivirus interfering with activity detection. You may contact <a href="mailto:support@traqq.com">support@traqq.com</a> to schedule a live troubleshooting session.
</dd>
<dt>Why does my timeline have different colors?</dt>
<dd>
The colors on your <a href="/support/monitoring-teams/timesheet" target="_blank" rel="noopener">timeline</a> are meant to mark different activity levels. Green is for high activity, yellow stands for normal activity, and red means low activity or idle time. This is a system of measuring user performance and productivity throughout their working hours.
</dd>
<dt>What do different colors on my timeline mean?</dt>
<dd>
The colors on your <a href="/support/monitoring-teams/timesheet" target="_blank" rel="noopener">timeline</a> are meant to mark different activity levels. Green is for high activity, yellow stands for normal activity, and red means low activity or idle time. This is a system of measuring user performance and productivity throughout their working hours.
</dd>
<dt>What is the threshold for different activity levels?</dt>
<dd>
Low activity is 0 - 39% Normal activity is 40- 59% High activity is 60-100%
</dd>
<dt>Why am I seeing low activity during video or voice calls?</dt>
<dd>
Traqq records mouse and keyboard activity intensity. Generally, users are less active during conference calls or VOIP meetings, which leads to lower activity levels. This is totally fine, as screenshots or screen video recordings taken during the call will show that work is still being done. Activity levels cannot be the sole criteria for evaluating employee performance. For instance, HR managers tend to have many meetings per day with lower activity levels compared to coders or copywriters.
</dd>
</dl>

Discover everything you need to know about tracking activity levels on Traqq. Visit this page to learn detecting offline activities, power clicking, and more!

Activity levels

<dl>
<dt>How can I manually add time?
</dt>
<dd>
Go to your online Traqq account, click on ‘Activity’ on the left-side navigation panel and select the <a href="//app.traqq.com/activity/time" target="_blank">Time Adjustments</a> tab. See the full guide <a href="/support/monitoring-teams/time-adjustment/" target="_blank">here</a>.

</dd>
<dt>Can I approve manually added time?
</dt>
<dd>
Manual time approval is a feature we’ve considered for our future updates. To help us see how much this feature might be needed, please let us know at <a href="mailto:support@traqq.com">support@traqq.com</a> if you would like to see this implemented in Traqq.

</dd>
<dt>Can I add manual time for my team?
</dt>
<dd>
Nope. Currently, Users are able to make <a href="/support/monitoring-teams/time-adjustment/" target="_blank">manual time adjustments</a> for their own accounts only. Please let us know at <a href="mailto:support@traqq.com">support@traqq.com</a> if you would like to see this implemented in Traqq.

</dd>
<dt>Can I add screenshots to the manually added time?
</dt>
<dd>
Nope. Screenshots are an automated feature on Traqq. They are captured with our automated time tracker only.

</dd>
<dt>Is there a limit to how much time I can add?
</dt>
<dd>
Nope. Just make sure the time period you add does not overlap with automatically tracked time. If you would like us to add the feature of limiting manually added time, please let us know at <a href="mailto:support@traqq.com">support@traqq.com</a>.

</dd>
</dl>

Find all the questions about manual time adjustment on Traqq when you visit this page. Learn how you can manually add & remove screenshots from the dashboard.

Manual Time adjustment

<dl>
<dt>What reports can Traqq generate?
</dt>
<dd>
Traqq generates reports for <a href="/support/reports/weekly-summary/" target="_blank">Weekly summary</a>, <a href="/support/reports/time-and-activity/" target="_blank">Time and Activity</a>, <a href="/support/reports/apps-and-websites/" target="_blank">Apps &amp; Websites</a>, <a href="/support/reports/manual-time-adjustments/" target="_blank">Manual time adjustments</a>, and <a href="/support/reports/amounts-earned/" target="_blank">Amounts earned</a>. If you would like to see additional report features, such as time-in and time-out, idle time, etc., please let us know at <a href="mailto:support@traqq.com">support@traqq.com</a>.

</dd>
<dt>Can reports be generated automatically?
</dt>
<dd>
Yes, reports are generated and updated for all users’ daily activity. If you’d like to receive automatically generated reports via email on a regular basis, please let us know at <a href="mailto:support@traqq.com">support@traqq.com</a>.

</dd>
<dt>Why do archived users still appear in reports?
</dt>
<dd>
Archived users will appear in reports that include the time period when such users were still active and their time was tracked. If you don’t want an archived user to be included in reports, you may permanently delete that person from the ‘<a href="https://app.traqq.com/people/archived" target="_blank">Archived</a>’ list. Please note that permanently deleting a user will delete all of their recorded data.

</dd>
</dl>

What reports can Traqq generate? Can you generate reports automatically? We answer all questions about Traqq reports on this page. Visit the page for details.

Reports

<dl>
<dt>How can I turn off Traqq&rsquo;s screenshot sound?</dt>
<dd>
<h3>Step 1</h3>
Click on the app icon in your system tray or on the taskbar, and select the &lsquo;Preferences&rsquo;/&lsquo;Settings&rsquo; option from the menu.
<img src="/upload/support/post/37efe06def-rectangle-8.png">
<h3>Step 2</h3>
To play a sound for screenshots and notifications, check the &lsquo;Play sounds&rsquo; option. To stop the sounds, simply uncheck this option.
<img src="/upload/editor/143[FAQ4].png" alt="">
</dd>
<dt>How can I hide the timer (clock) from my taskbar?</dt>
<dd>
<h3>Step 1</h3>
Click the app icon on the taskbar, and select the &lsquo;Preferences&rsquo;/&lsquo;Settings&rsquo; option.
<img src="/upload/support/post/37efe06def-rectangle-8.png">
<h3>Step 2</h3>
To show the clock on your taskbar, check the &lsquo;Show timer&rsquo; option. To hide the clock, simply uncheck this option.
<img src="/upload/editor/145[FAQ6].png" alt="">
</dd>
<dt>How can I have Traqq prompt me to turn it on?</dt>
<dd>
<h3>Step 1</h3>
Click the app icon on the taskbar, then select the &lsquo;Preferences&rsquo;/&lsquo;Settings&rsquo; option.
<img src="/upload/support/post/ff77e3c789-rectangle-8.png">
<h3>Step 2</h3>
To allow Traqq to notify you that your tracker is off while you&rsquo;re being active, check the &lsquo;Notify if activity is detected while tracker is off for&rsquo; option.
<img src="/upload/editor/146[FAQ7].png" alt="">
</dd>
<dt>How can I change my screenshot notification preferences?</dt>
<dd>
<h3>Step 1</h3>
Click the app icon on the taskbar, then select the &lsquo;Preferences&rsquo;/&lsquo;Settings&rsquo; option.
<img src="/upload/support/post/7d0672df65-rectangle-8.png">
<h3>Step 2</h3>
To get notified of every screenshot taken, check the &lsquo;Notify when screenshot is taken&rsquo; option.
<img src="/upload/editor/147[FAQ8].png" alt="">
</dd>
<dt>How can I log out of the desktop app?</dt>
<dd>
<h3>Step 1</h3>
Click the app icon on the taskbar, then select the &lsquo;Log out&rsquo; option.
<img src="/upload/support/post/90b88c0e16-rectangle-8.png">
<h3>Step 2</h3>
Confirm your logout
<img src="/upload/editor/148[FAQ7].png" alt="">
</dd>
</dl>

Do you need to change anything on Traqq's desktop app preferences and settings? Learn how to turn off screenshots, hide the timer, and other prompts.

Desktop app preferences and settings

<dl>
<dt>How can I turn off screenshots?
</dt>
<dd>
This functionality is only available to account Owners and Admins. If you are one, on the ‘<a href="https://app.traqq.com/settings/tracking" target="_blank">Tracking settings</a>’ page, you can set whether you want Traqq to track your team’s activity levels and take screenshots.

Click on the ‘Settings’ option on the left-side navigation panel in your online Traqq account and choose the ‘Tracking settings’ tab to check your tracking preferences and change them as needed.

</dd>
<dt>How can I turn off activity trackers?
</dt>
<dd>
This functionality is only available to account Owners and Admins. On the ‘Tracking settings’ page, you can set whether you want Traqq to track your team’s activity levels and take screenshots.

Click on the ‘Settings’ option on the left-side navigation panel in your online Traqq account and choose the ‘<a href="https://app.traqq.com/settings/tracking" target="_blank">Tracking settings</a>’ tab to check your tracking preferences and change them as needed.

</dd>
</dl>

Do you have questions about tweaking your account settings on Traqq? Visit this page to learn about turning off screenshots and activity tracking.

Account Settings

<dl>
<dt>Will my company be deleted if I delete my account?
</dt>
<dd>
If you’re the only <a href="/support/managing-teams/roles-and-permissions/" target="_blank">Owner</a> of your company’s account, then yes. However, if you <a href="/support/managing-organization/adding-owners/" target="_blank">assign the Owner role to another user</a>, then your company account will stay active even after you have deleted your personal account.

</dd>
<dt>Who can delete a company's account?
</dt>
<dd>
Only account owners or users with the <a href="/support/managing-teams/roles-and-permissions/" target="_blank">Owner</a> role can delete a company’s account.

</dd>
<dt>How to restore a deleted organization?
</dt>
<dd>
Once you’ve deleted your company, you will receive an email with a recovery link. The account may be restored within 7 days of deletion only. See the guide on <a href="/support/managing-organization/recovering-your-organizations-traqq-account/" target="_blank">Recovering your organization's Traqq account</a>

</dd>
<dt>I’ve lost the email with a link to restore my account. What can I do?
</dt>
<dd>
Please contact <a href="mailto:support@traqq.com">support@traqq.com</a>

</dd>
<dt>Will Traqq track my activity after I uninstall it?
</dt>
<dd>
Nope. Traqq can only track activity via the desktop app, and only when the time tracker is turned on.

</dd>
<dt>How do I uninstall Traqq?
</dt>
<dd>
Please see the guide on <a href="/support/desktop-app/uninstalling-the-traqq-desktop-app/" target="_blank">Uninstalling the Traqq desktop app</a>

</dd>
</dl>

Do you have removal questions about Traqq? Learn about deleting your account, removing your company's account, restoring a deleting organization, and more.

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