Frequently Asked Questions

We are currently available for all Android-based devices, and for iOS devices (iPhone 3GS, iPhone 4, iPad and iPad 2). For more specific questions about these devices, please see the sections below. Please note that for the application to work properly, the device needs to have data connection enabled (Edge, 3G/4G, Wi-Fi).

The tektrak application uses 3 hardware components that exist on smart phones (Cellular, GPS, and Wi-Fi) to find the phone's accurate location. The application works in the background of the operating system, so you do not need to keep it open. The tektrak application and website communicate with each other, so you can see the phone's location on our website.

The phone is most accurate when location services are turned on, and that the Wi-Fi on your phone is enabled as well (these can be found in your phone settings). The phone does not need to be connected to a Wi-Fi network. The combination between GPS (location services), Wi-Fi and Cellular give the most accurate location.

The tektrak application can be as accurate as your phone is. The best location would be achieved by using the GPS (for which it has to be enabled), cell tower triangulation (good reception means better accuracy) and Wi-Fi triangulation (works if Wi-Fi is enabled - doesn't have to be connected to a Wi-Fi network). When one or more of these is not working properly - poor reception, Wi-Fi disabled, or GPS disabled, the phone may not be able to identify its location as accurately

YES! Not only will it still be working in the background, but it will also send your phone's location immediately upon restarting the phone!

We recommend setting the check-ins interval to 60 minutes, and not using the continuous check-in mode frequently, as it requires more battery resources. However, if your phone is lost, the continuous mode will give you your phone's updated location every minute. You can switch to continuous mode from the website at any given time, and it will synchronize with the application. Please bear in mind that if you want to have your location history saved every 10 minutes, you will have to have the check-in set to 10 minutes, 20-minute interval history requires 20 minute check-in, and so on. If you want to have virtually zero battery consumption, please turn check-ins OFF, and your phone will not use the location services unless you press the Remote Locate button through the dashboard.

It's up to you! We recommend setting the interval to 60 min and not using the continuous check-in mode frequently, as it requires more battery resources. However, if your phone is lost, the continuous mode will give you your phone's updated location every minute. You can switch to continuous mode from the website at any given time, and it will synchronize with the application within 10 minutes. Please bear in mind that if you want to have your location history saved every 10 minutes, you will have to have the check-in set to 10 minutes, 20-minute interval history requires 20 minute check-in, and so on.

If you turn Check-Ins to off, then the application will not send its location to website automatically, and you will only be able to locate your phone when you click the "Remote Locate" button. No location history will be saved, and therefore you will not be able to see your last known location. We recommend leaving "Check-Ins" on.

No! You and only you can see your location. We value your privacy and we will not give your location away, nor will any of our employees be able to see your location. The only way someone else will be able to see your location is if they have your e-mail/username and your password, so please make sure to pick a non-generic password (not "password", "123456", etc.).

We completely understand. We do not share your personal information or location with anyone. We are not tracking you without your permission, or have any "surprises". In general, we believe that you, the user, should have full control on what the application can and cannot do.

All you have to do is go to the Setting page, and turn the "Save Location History" button to the "off" position.

Whenever you change your settings on the phone, make sure you hit Done before you exit the app (otherwise you didn't actually change anything). Whenever you change your settings or account details on the website, make sure you hit Save before you exit the page. All in all, your settings may take up to 10 minutes to take effect.

Unfortunately, we cannot track turned-off phones. However, you will be able to see its last known location, which is helpful in many cases.

First of all, make sure you did not leave it someplace (using "remote lock"). If you're convinced it was stolen, please contact the local law enforcement agency. DO NOT TAKE THE LAW INTO YOUR OWN HANDS.

In the settings menu, keep the check-ins turned on, Continuous turned off, and check-in frequency set to 60 min. On many phones, 30 minutes means negligible battery drain, but on some phones, especially older ones, 60 minutes (or more) is better.

Congratulations on your new phone. You do not need a new account. However, for security purposes, each account is associated with a unique phone ID. Please contact us, and we will update your new phone ID in our system.

These messages were built to notify you if your app had stopped checking in with our server. We want to make sure your features are working properly at all times, and this is a failsafe. The main reason for this uncommon case is user accidental removal or forced close of the application from the background, but there could be other reasons. To restart the app, simply click on the tektrak icon on your phone, and open the app. That is it.

You can decide how long after your app not checking-in you can receive the notification, by choosing the interval on the Settings page on the website. If you wish to not get the notifications altogether, go to the Settings page and turn "Allow Push Notification" to OFF.

The promo code field is used to get more uses if you are a lite (free) user. Simply give your friends the link to download tektrak along with your username. For every person that puts your username in the promo field, you will get one extra use. Unless someone has given you their username to enter in this field (they will get more uses), this field should be left blank.

One use is counted as one log in session during which you use at least one of our features (remote locate, remote ring, and location history). During your session, you can use any of the features as many times as you want and it will only count as one use. Don't forget, it's very simple to get more uses. Just refer a friend through our provided get more uses links either through the app or through our website!

We are excited that you want to keep using tektrak. There are two ways in which you can get more uses:

1. Upgrade to tektrak Pro. You can do it through your Lite app, by clicking on "get more uses" and then "upgrade", or by downloading the paid version from the App Store. For $4.99 you will have unlimited use of all the features. Isn't it worth getting your phone back?
2. Send the app to your friends. You can e-mail your friends or share tektrak with your Facebook friends and Twitter followers through the get more uses section on the phone app and our website. Our automatically generated message will include your promo code and a link to download our app, we've made it simple for you! For every friend that downloads the app, you will get one more free use. So if you get 10 friends, you get 10 more uses! Just make sure they put your username (for example "yourname@yourmail.com") in the promo code field when they register.

No. If a million friends download the application, you will get a million uses. This also means you're very popular!

Geofencing allows users to establish a virtual perimeter on a map, and receive notifications (or send to someone else) when their device enters or leaves that area. Geofencing works by checking if your device is within a predesignated area on a map. Every time your phone checks-in the coordinates are compared to the coordinates within the fenced area. You then receive notifications depending on whether the coordinates are within that area or not. To activate, click on the geofencing button on your tektrak dashboard.

Please make sure that your phone is checking-in by looking at your location history. Then check the geofence you set up and make sure the you checked either the "Enter" or "Leave" or both boxes to ensure that you get notifications.

The time you get the notification depends on the check-in interval you have established for your device. The lower your check-in frequency is, the faster you will receive the notification when your phone leaves or enters the area.

Yes. TekTrak allows you to assign multiple devices to one account.

To add a new user to an account follow these steps after you download our app to a new device:

1. Set up a new username
2. Use the same email and password as the ones associated with the account you are trying to link to.

That's it!

Simply click on the username located at the top of your dashboard and a dropdown menu will appear with the other users on the account.

Follow these steps to link two or more already existing accounts:

1. Choose which account you want to be the main account (you will use the email and password of this account).
2. Go to the account you want to link and change the password to that of the main account.
3. Change to email to match that of the main account.

Please be sure to change them in that order. The accounts should now be linked.

To unlink an account follow these steps:

1. Select the user you want to unlink from the account.
2. Change the email of that user.

The account will now be un-linked.

It's very simple. Just download tektrak from the Apple App Store using the following link http://aapl.me/4 (tektrak Pro), or http://aapl.me/tektrak (tektrak), complete a short registration form, log-in to the website and track your phone!

NO!!! If you do that, tektrak will not be able to track your phone. tektrak has to work in the background, so it can send your location to our website.

No, the app is checking our website every 10 minutes to make sure Remote Locate has not been activated. In case of activation, the most you will have to wait is 10 minutes to see the location of your phone. At this time, you can also change the settings on the website to Continuous tracking, and within the next 10 minutes your phone will change to continuous mode, allowing you to see the location of your phone every minute.

There are a couple of possible explanations for that. Please follow the following solutions:

1. Your settings do not allow push notifications. To fix this, please go to your iPhone Settings page. Then click on Notifications, and make sure notifications button says "On". Go to step 2.
2. You did not allow tektrak to use push notifications. If you did not permit it, the iPhone will not let our app use the Remote Ring feature. To fix this, please go to your iPhone Settings page. Then click on Notifications. Scroll down until you see tektrak. Click it and change both "Sounds" and "Alerts" to "On".
3. If both of the previous solutions do not work, please remove the app from the background by clicking the home button twice, and pressing the tektrak icon. Then click on the small "-" sign. Next, please restart your iPhone and open the app again by clicking on the tektrak icon.

There are a few possible explanations and fairly simple solutions:

• Your settings do not enable the phone's location services. To fix this, please go to your iPhone Settings page. Then click on General. Now, click on Location Services and make sure notifications button says "On". Go to step 2.
• You did not allow tektrak to use location services. If you did not permit it, the iPhone will not let our app send its location. To fix this, please go to your iPhone Settings page. Then click on General. Next, click on Location Services. Scroll down until you see tektrak. Change the button to "On".
• Please restart your phone.

Unfortunately, if your phone is on silent mode, it will not make a sound. The remote ring notification will appear.

Technically, we can do all of these things. Unfortunately, due to Apple developer limitations we are not allowed to have our application perform any of these functions. However, Apple occasionally changes its policy, and as soon as they allow us to use these features, we will make sure that you, as tektrak customers, will be able to enjoy them!

To prevent your app from being deleted, you have to enable restrictions through your iPhone settings. Go to Settings > General > Restrictions > Enable Restrictions. Set up a passcode to protect you app. Scroll down to Deleting App and turn it OFF. Your apps will not be able to be deleted without the passcode you set up. We also recommend scrolling down to Location on the same Restrictions page and disallowing changes to be made to location service. This will prevent an unwanted person from turning off your GPS.

You can download tektrak from the Android Market - click this link to download tektrak Lite, and click this link to download tektrak pro. If you're a Samsung user, just download tektrak from the Samsung Apps folder located on your phone.

No, once Remote Locate has not been activated, the app will immediately search for the phone's location, and it will usually appear in your dashboard within 45-90 seconds.

This feature allows you to turn on Wi-Fi on your phone. It will not connect you to a network (unless your phone is near a remembered network). Turning Wi-Fi helps getting a more accurate geo-location in areas where GPS reception is poor, such as indoors or in dense urban areas.

Samsung customers who download tektrak through Samsung Apps get three features for free (Remote Locate, Remote Ring, Location History). The other features require an upgrade to a premium account for only $4.99/year (or the equivalent of your local currency), which will give you unlimited access and use of all the features. To upgrade, simply go to the upgrade button located above the dashboard, and follow the instructions to upgrade to the premium version of the application.

The most common reason a user cannot locate their phone is because the location services (GPS, Wi-Fi) on the phone are turned off. Simply go to your phone settings, then to "Location and Security", and make sure that GPS/Assisted GPS and Use Wireless Networks are enabled. Another possible explanation is in the next question.

There are a couple of main reasons why the app may not be working:

1) Data on your phone is not enabled, and background data is not enabled. To enable the data go to your phone's Settings -> Wireless and network -> Mobile network, and make sure data is enabled. For background data, go to Settings -> Accounts and sync, and make sure background data is enabled.

2) The phone number on your account is incorrect. Please go to the account page once you log-in, and make sure your phone number is entered correctly with the country code followed by the phone number. The country code is populated when you select your country, so make sure you did not enter it twice. Also, make sure that you DO NOT use any symbols, just numbers: no "+" or "( )", etc. If you still have problems, please contact us.

In order to protect your information on the device, our MultiLock feature locks the phone if an unauthorized person tries to remove tektrak . Once your phone locks itself, a unique password is generated and will appear on your tektrak Dashboard. Simply log in to www.tektrak.com with your username and password, and you will see the unlock code displayed in blue at the top of the page.

tektrak is not easy to uninstall because we do not want unauthorized users to be able to simply remove the application from your phone, thus preventing you from securing it. In addition, some features require setting tektrak as an administrator. To remove the application, please go (on your Android device) to the phone's Settings->Location and security->Select device administrator and make sure that the checkbox next to tektrak is unchecked. Then click deactivate. Next, go to Settings->Applications->Manage applications->tektrak and click uninstall.

If you need additional help with uninstalling your app, please contact us, and we will help you remove the app from your phone.