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Support-Frequently Asked questions
English Version. If you want support in other languages, please click on support link above and choose your language.
For first time users
Please either restart or power down your phone and turn phone back on after installation of the software.
It takes on average about 35 minutes for data from phone to start showing
up in your control panel. Make sure you have 3G or 4G Internet access on
phones or no data will be sent to your control panel. Data is sent out every 30
minutes from phones to your control panel. Make sure you have no security
programs running on phones which would block outgoing Internet connections. It
works with Android 2.2X, Android 2.3X and Android 4.0X which comprise about 97%
of Android Phones currently in use. If you are running an earlier version of
Android such as 2.1 it will not work. It will not work on the 1% of phones which
have been rooted by users who have altered the Android OS on the phone.
If for some reason you have not recieved data after a couple of hours you can
check to see if app is running as shown below. If it is running, the phone is not
sending out data due to connection problem. Check your 3G or 4G connection to
make sure they are working. You can turn on WIFI on phone if you have WIFI
available and see after an hour if data gets sent out.
Forgot my password?
Click on the Forgot Password button and put in the IMEI number from phone and
your password will be sent to the mail you made account with. The IMEI number can
be found behind battery on phone or you can go to About Phone under Settings to
get the IMEI for the phone.
I forgot the Username/email I made account with?
We cannot help you with that. You will need to make a new account and we do send
email to you with your username to the email address you made your username.
Remember that if you make an account and do not not login within 7 days after
install we will cancel the account.
How do I know software is running on my phone?
After installing app go to apps>settings>Application Manager>Running or
apps>settings>Running Services. Scroll down to Phone Tracker icon under running apps
and make sure it has started to run. Scroll down to PhoneTracker icon under running
apps and make sure it has started to run. A screen will show up with a Title of
Active App. This screen shows you that the software is running properly on the
phone. If for some reason it is not running take the battery out
of the phone and then place back in and restart phone as that works to restart
all Android Phones.
How do I add additional phones to my account?
If you want to add additional phones to to your account just use the same
username and password you used to make original account when you install the
software on those phones. There is more info on Phone Tracker at Phonetracker.com/faq.asp if needed.
How do I change the name of the phone in the account?
Go to Device Options and go to rename device and you can change the name that
shows up in drop down box to any name you want and hit save device name. You can
name device to phone number of phone or name of child so it is easier for
you to keep track of multiple phones in the account.
I want to uninstall software?
Go to either Settings>Application Manager>Downloaded Apps or
Settings>Applications>Manage Applications and click on Phone Tracker icon. A page will
come up where you would hit button that says Force Stop and then hit Uninstall
button and then confirm you want to deinstall software. When phone prompts you to
hit OK to uninstall software do so and the software has been unistalled. You will
then see one more screen telling you software has been removed and hit OK. Shut
off phone at that point and then restart. You can check to see if it is
unistalled by going to Settings>Application Manager>Downloaded Apps or
Settings>Applications>Manage Applications to make sure it is not there.
I am having problems getting GPS readings?
Make sure you have GPS turned on for the phone. Go to Settings>Location> or
Settings>Location and Security and make sure you have at least Google location
services checked and Verizon location services checked if you are using Verizon.
You may have to check off other GPS settings depending on your carrier.
I am having problems logging in and have previously been in the control panel?
We cancel accounts if there are no logins for any 7 day period. Since these are
free accounts we cannot maintain accounts that are not being used. We will also
cancel an account if there is no data coming into the control panel for 7 days as
well. If there is no data coming into the account we will put an alert in your
control panel to let you know what phone is not sending out data so you can fix
the problem or take the phone out of the account.
I am having problems adding a phone to the account as it tells me I already have
5 phones on the account?
You would then need to login and delete one of the phones off the account so you
add another phone.
If you want to send an email to Phone Tracker Support please click on this link or
just send an email to firstname.lastname@example.org.