Contact MobileTracking support
Write to us about a pairing that will not finish, a phone that has gone quiet on the map, a billing question, a correction to something on this site, or a request about your family's data. A person reads every message. Before you type, the three boxes beside the form may save you a day's wait, because they cover the questions we are asked most.
Support · Press · Privacy requests · Corrections
Tell us what is happening, and on which phone
Pick the closest topic from the list, then describe what you see on the screen rather than what you think has gone wrong. "The health line for Noah's Pixel has been amber since Tuesday and says battery optimisation" gets a precise answer; "it isn't working" gets a question back.
Two things we cannot do by email, however nicely you ask: tell you where a phone is that is paired to someone else's account, and switch on a feature on a phone you do not have in front of you. The first is a privacy line we hold for every family; the second is how the app is built, since every permission is granted on the child's phone, together. If a message asks for either, the reply will explain this and point you at the setup guide instead.
Before you write
If a child's phone has stopped reporting, open the parent panel and look at the device health line first. It names the exact problem: a missing permission, battery optimisation switched back on, a phone that has been off since 15:40, or the app removed. Roughly three in four "gone quiet" messages we receive are battery optimisation, and the fix is a Settings path the panel already shows you.
For a pairing that fails, check the code was typed with a zero and not the letter O, and that it is under fifteen minutes old. A fresh code from the Children page takes ten seconds and solves most of these.
For billing, open Account in the panel before writing. It shows the renewal date, lets you cancel in two taps, and the app keeps working until the paid period ends, so there is nothing to lose by cancelling first and asking afterwards.
What to include, and response times
Useful: the child's phone model and Android version, whether you installed from Google Play or the APK, what the health line says, and the time something last worked. Leave out your password, any pairing code, and your child's full name; a first name or "my 9-year-old" is plenty.
A person reads every message; most get a reply within two working days. Messages about a phone that is missing or a safety concern are read first. We do not run a phone line or live chat, because a written answer with the exact Settings path is more use than a rushed one.
When we need to look inside your account to help, we will say so in the reply and ask for your permission. That access is limited to the screens needed for the problem and is written to a log you can ask to see. Nobody on the support side can read anything the app does not collect, because it is not there to read.
Press, legal and corrections
Journalists and researchers can write to [email protected] with "Press" in the subject line; we will answer questions about how the app works and will not give you a quote about a family we have never met.
Requests to see, export or delete your family's data, and anything else under our privacy policy, go to [email protected]. We confirm the account owner before acting on any of them. If something on this site is wrong or out of date, choose "A correction" in the form; our editorial standards page explains what happens next and how fast.
Four problems you can usually solve before we reply
These four account for most of our inbox. Each takes a few minutes with the child's phone in your hand, and none of them needs us. Do them with your child rather than borrowing the phone while they sleep; the app tells them the next morning that something changed, and a surprise is harder to explain than a two-minute chat.
The map shows where they were two hours ago.
Android has put the child app to sleep to save battery, so it only reports when the phone is woken for something else. The panel's health line will read amber and say "Battery optimisation on".
Fix: on the child's phone, Settings → Apps → MobileTracking → Battery → Unrestricted (the wording varies by maker; on a Samsung it is "Unrestricted", on a Pixel "Unrestricted" under Battery usage). Or tap "Send a fix-together prompt" in the panel and the child's phone shows the same path with a button that opens it. Some makers (Xiaomi, Huawei, OnePlus) add a second "autostart" switch under their own battery menu; if the line goes amber again after a day, that switch is the next place to look.
Screen time shows nothing, but location works.
Each feature has its own permission. Location was granted; Usage access was not, or was removed by an Android update or a "privacy clean-up" tool. Without it the app cannot see how long any app has been open.
Fix: Settings → Apps → Special app access → Usage access → MobileTracking → Allow. The health line names the missing permission exactly, so look there if the symptom is different, such as keyword alerts that never fire (Notification access) or a block that does not block (Accessibility).
The pairing code is "not recognised".
A code works once, for one child, for about fifteen minutes. The commonest cause is a zero read as the letter O on a small screen, followed by a code that was already used on a previous attempt, or one that expired while permissions were being discussed.
Fix: in the panel, open the child, choose "Pair a phone" and make a new code. Read it aloud rather than passing the phone over; the app rejects an expired code within a second, so if it hangs instead, the child's phone is probably offline. Pairing cannot be done remotely, so if the phone is at Grandma Ngozi's for the weekend, wait until Sunday evening rather than trying over a call.
Calls and texts are missing from Amara's overview.
The Google Play build does not include call or SMS log access, because Play's policy does not allow it for this kind of app. The overview exists in the panel but stays empty on a Play install.
Fix: if you want call and SMS patterns, install the direct APK from the download page on the child's phone instead, with the child present as for any pairing. Everything else is identical between the two builds, so if you do not need those two logs, stay on Play. If you do switch, let Play Protect scan the file when prompted and turn "Install unknown apps" off again once it has installed.
Many questions are already answered, with more detail than an email can carry, in the FAQ. It is sorted by the stage you are at: before installing, during pairing, and the first week.
Still stuck? Send the message anyway.
A short description, the phone model and what the health line says is all we need. If it turns out to be a bug on our side, you will hear that from us plainly.
Android · Free account · Visible on your child's phone