Support

Why do I see “address=UNKNOWN” in the text log?

This can happen when the user starts typing a message without adding a recipient to the outgoing message. The message is auto-saved to the sms database and then SMS Tracker sends a copy to the server.

I registered my phone but it isn’t showing up in my account. What should I do?

More than likely you typed in the wrong email address. Lots of people accidentally type in things like hotnail.com, gmail.con, or yaho.com. Contact customer support and let them know the phones isn’t showing up on your account. Be sure to provide them with the phone number of the missing device.

When I review the message logs on my account, the conversation is broken up or hard to follow. Incoming messages might show up several hours away from their outgoing messages.

One of two things is happening here. Either you have a DROID or Motorola phone and you need to adjust the Message Offset for that device, or, you don’t have one of these phones and you inadvertently modified the Message Offset in an attempt to adjust your timezone. If this is the case, set the Message Offset back to 0 and try changing your timezone on the Settings page of your account.

I don’t see any incoming messages. Only outgoing messages. What could be happening?

One of two things is happening here. Either you have a DROID or Motorola phone and you need to adjust the Message Offset for that device, or, you don’t have one of these phones and you inadvertently modified the Message Offset in an attempt to adjust your timezone. If this is the case, set the Message Offset back to 0 and try changing your timezone on the Settings page of your account.

I paid for Location Tracking but all I am seeing in the log is “No Location”. Why is that?

This means that the phone user has turned off their GPS unit. Most people do this in order to extend their battery life. Also, if you have your GPS Interval set to 5 minutes or less, this can really eat through the battery and cause the user to disable this feature.

I am upgrading from a previous version. What is the safest way to do a full reinstall?

Uninstall SMS Tracker from the phone as follows:

  1. Go into Android Settings –> Applications –> Manage Applications –> SMS Tracker
  2. Press “Clear Data”
  3. Press “Uninstall”
  4. Press “OK” – SMS Tracker will be completely uninstalled.
  5. Then reinstall SMS Tracker from the Android Market.

If I have an AT&T phone, how can I install SMS Tracker

  1.  Put the phone in airplane mode.
  2. Enable ONLY WIFI. No Voice or Carrier Data. Make sure you can only connect to the internet over WiFi and not the 3G/4G data connection.
  3. The SIM card on the phone should be disabled at this time, so the market app does not know that it is an AT&T phone.
  4. download anything you want from the market.

I am seeing lots of duplicate messages in my log. What can cause this?

The most likely reason is that you might have installed two different version of our app on the same phone. For example, since SMS Tracker Plus has a different package name, its possible to install it along side SMS Tracker.

I have installed SMS Tracker on my phone. When I get an SMS message from someone, I can’t see their location. Why is that?

SMS Tracker can only obtain GPS data for the phone on which it is installed. The SMS message you received does not contain any location information. If you want to track the location of another phone, you must install SMS Tracker directly on that phone and register the app to your account using the email address and password for your SMS Tracker account.

How can I prevent my child from removing SMS Tracker or changing their GPS settings?

You should consider installing an app such as Gizmoquip AppLock. This restricts access to the Android Settings.

I never got my confirmation email. How can I have it resent to me?

You can have your confirmation email resent by submitting your email address on the following form: resend email

How can I add another phone to my account?

Simply install SMS Tracker on any phone that you wish to monitor. When the registration screen appears, simply enter the same email address and password that you used to create your first account.

Is it possible to remotely install SMS Tracker?

Currently there is no way to install SMS Tracker remotely.

When I try to log in, I get “This account has not yet been activated.” How can I fix this?

You should have received an email asking you to confirm your email address with our site. If not, check your spam filter to make sure it isn’t there. Otherwise, send us an email at support@gizmoquip.com and we will resend the confirmation email.

How can I re-register my phone?

If you need to move your phone to a different account, contact support from the original email address on the account and let them know what you would like to change your email address to. Or, if you no longer have access to the old email account, provide them with the original account password to confirm that you are the original account holder.

How do I register a device and create a new account?

We have a helpful tutorial screen which you can find at this link.

I am unable to open the login page in Internet Explorer. Why is that?

Its most likely because TLS (Transport Layer Security) isn’t enabled in your browser settings. We have a tutorial on how to enable TLS here.

I am not seeing any recent messages from the phone I am tracking. What should I do?

  1. First, check to make sure the phone’s data access is still available by using the phone’s browser to access the internet..
  2. Turn off the wifi access to see if the 3G/4G data access is still working properly..
  3. Make sure the phone is not in airplane mode.
  4. Check to make sure the app is still running on the phone by going to Settings > Applications > Running Application. Make sure the running time is slowly ticking up.
  5. Check to make sure the app is still installed on the phone. Go to Settings > Applications > Manage Applications and look for the app in the list.
  6. Try doing a hard reboot of the phone by powering it down and removing the battery for 10 or 15 seconds. Then reboot.
  7. Make sure the time and timezone are correct for the device.
  8. Check to make sure battery optimizer apps aren’t killing SMS Tracker.

Why do I see SMS Tracker in the settings under Downloaded apps but not in Running apps.

The target phone might be running a Battery Optimizer which will arbitrarily kill apps that it deems are running in the background. Most battery apps will come with an Ignore List that will let you exempt SMS Tracker from this feature.

Can I use SMS Tracker to monitor other smart phones such as iPhone or Blackberry devices?

If you have an iOS device such as iPhones or iPads, you can try SMS Tracker for iOS which is available at http://ios.smstracker.com At this time, we do not support Blackberry devices.

My target device is an AT&T phone and I cannot see outgoing messages in the log.

First, please make sure you are running the latest version of our app. Then check the following setting: On the native Messaging app, click “More”, then “Settings”, then “Advanced Messaging”, and turn “Use Advanced Messaging” OFF. If you have trouble finding this option, try looking for it in your Android Settings. You can use our tutorial to help you find it.

SMS Tracker always show up high in the Battery Usage list. Why is that and can I fix it?

By default, SMS Tracker attempts to track the phone’s location using the GPS services. This feature consumes a lot of power and you should consider turning it off. If you are running SMS Tracker 4.004 or higher, you can turn this feature off if location tracking isn’t something you need to have ON all the time. To turn this off, go to the Settings page and click the “Edit this phone” link. Toggle the setting for “Enable GPS Polling” to off.

SMS Tracker is installed but doesn’t appear to be logging any activity.

Starting with Android 6.x, some phone vendors have tuned Android to hibernate apps that don’t appear to be in use by the phone’s user. This would include background services such as SMS Tracker. To learn more about managing your phone’s power settings click here

Also, make sure you are running SMS Tracker version 4.004 or greater. This release does a better job of reducing the power consumption of our background service. By turning off GPS polling, SMS Tracker is significantly less likely to be stopped by the system when its looking to conserve battery life.