Contact Us
You can contact MobileTracking by email and a real person will read it. There is no ticket maze, no chatbot to argue with first, and no requirement to be a paying customer before anyone will answer. This page explains where to send what, what to include so we can fix things on the first reply rather than the fourth, and the four quick checks that solve most problems before you write at all.
Three addresses, and which one you want
Getting this right saves a forwarding step and usually a day.
Support handles everything about the app itself: installing, pairing, permissions, a phone that has stopped reporting, a feature behaving oddly, or a question about what something on the dashboard means. It is also the right address for feature requests and for telling us something is badly designed, which we would genuinely rather hear than not.
Billing questions go to the same place, but check your account settings first. Changing a plan, updating a card and cancelling are all self service, and cancelling takes effect without anyone trying to talk you out of it. Write to us for anything a settings page cannot do, such as a charge you do not recognise or a refund question.
Privacy requests have their own address so they do not sit in a queue behind setup questions. That covers exporting your family’s data, deleting a child’s history, closing an account entirely, or asking a specific question about how something is stored. Tell us which account the request relates to and we will confirm what has been done once it is done.
What to put in the first email
Five lines of detail turns a four message thread into one reply.
The single most useful thing you can include is the make and model of the child’s phone plus roughly which Android version it runs, because a surprising share of problems in this category are one manufacturer’s aggressive battery management rather than anything in the app. After that, tell us exactly where it stops: the screen you were on, the button you pressed, and the wording of any message that appeared.
Say what you expected to happen and what happened instead, even when it feels obvious. “The map shows a position from yesterday afternoon and I expected today” is a completely different problem from “the map is empty”, and from the outside they can look identical. A screenshot of the dashboard or the child app usually settles it in one go.
Please do not send passwords, and there is no need to send anything from your child’s messages. We will never ask for either. The email address on your account is enough for us to find the family, and if we need anything more we will say exactly what and why.
When to expect a reply
Honest numbers rather than a promise nobody keeps.
Most support email is answered within one business day, and often the same day if you write in the morning. Weekends are slower, since the team is small and mostly consists of people with school runs of their own. Privacy and deletion requests are acknowledged quickly and completed within the timescales the privacy policy sets out.
If a reply has not arrived within two working days, check your spam folder before writing again, because our answers occasionally land there. Replying to your original message rather than starting a new one keeps everything in one thread, which means whoever picks it up has the whole history in front of them.
Check battery optimisation on the child’s phone and set the family app to unrestricted. This is the cause roughly three times out of four, and device health will confirm the fix within a few minutes.
Open the location permission on the child’s phone and make sure it is set to “allow all the time” rather than “while using the app”. Indoors, the first fresh position can still take several minutes.
Codes expire after a few minutes on purpose. Generate a new one and enter it straight away, and make sure the child’s phone has a working data connection at the moment you confirm.
Both are self service. Cancel in account settings, and delete a child to remove their stored history. If you want the whole account gone, write to the privacy address and we will confirm when it is done.
Or just use the form
Fill this in and we will reply to the address you give us.
If you would rather look for the answer yourself first, the FAQ covers setup, what the app collects, consent, devices and billing in detail.
Try the demo while you wait
The read only demo family has a full week of realistic data, so you can look at every screen without installing anything.