List of frequently asked questions
To register a device, we click on the menu at the top “Locator Registration“.
We fill out the form paying special attention to the num. of IMEI and email.
- The no. IMEI is a unique identifier of the device (starts with 35).
- The user must have access to the email indicated, since it will receive notifications and all the communication sent by the platform.
Once the form has been validated, if the registration is correct, we will receive a welcome message indicating the access data.
In case the registration was wrong, the platform sends a message indicating the reason, and the steps to follow to solve it.
If we do not remember our password, we select “Forgot password?”. We write our email address, we send, and in our email we will receive a link to follow the steps to reset a new password that will replace the old one.
We have to take into account that if we are logged in on several devices, the session will be closed when changing the password. We must re-enter the username and the new password.
There may be several reasons why we cannot access our account and/or see our devices.
The device from which we are trying to access does not have or has lost the internet connection. Check that the device you are accessing from has an internet connection.
The username and/or password are incorrect. The username is the email with which we registered on the platform. If we do not remember our password, we review the previous section: I DON’T REMEMBER THE PASSWORD, WHAT CAN I DO?
The locator does not appear in my list of devices. We must check that the platform has been registered and we have received the confirmation email.
Even despite all these causes it still does not appear, please contact your installer.
Our devices are sold with a certain period of time, 1, 2, …. years.
When the term for which the service was contracted is about to expire, the Shadow-Tracker platform notifies the owner of the locator by email, who has 15 days to renew it.
The renewal of the subscription to the platform always has to be done from a computer. Using the Firefox or Google Chrome browser.
To renew a device, we will access the web platform with our username and password through a computer. Using the Firefox or Google Chrome browser.
In the menu on the left, click on “Subscriptions”. We select the device(s) that we want to renew and click on “Renew subscription”. We follow the steps and make the payment through the bank gateway.
Once the payment is completed, the device/s will be automatically renewed for the period of time contracted, from the end of the previous subscription.
At the moment, all payments for renewals have to be made by credit or debit card.
We are working to implement other payment options.
When we receive the renewal email and open it on the mobile phone, clicking on the link may open the Shadow-Tracker app by default, depending on the configuration and phone.
To renew, it is essential to use a computer with a Firefox or Google Chrome browser, from which you must open that link to complete the process from our website.
Shadow-Tracker locators can be tracked through the app for Android or iOS and also from the web platform that you can access by clicking on the “Client Area” menu above, entering the username and password.
We offer two different options to manage location devices.
The app as an option for mobility and comfort, by having it installed on our mobile phone we can track, locate, etc. and receive alerts directly on it. With what we know in real time what happens in our vehicle.
And the web as a desktop environment, in which we have more features such as:
- Viewing and downloading reports of our vehicles.
- Greater precision in the drawing of geofences.
- Access from any computer with an internet connection.
- Device renewals and access to payments and invoices.
- Edition of the name and characteristics of the vehicle.
We check that the notifications we want to receive are activated in the mobile phone application. To do this, we open the Shadow-Tracker app and log in with our username and password. And on any screen, we swipe from the right edge to the left to see the Notifications menu.
If they are activated and we still do not receive notifications, the problem is in the configuration of the mobile phone itself, not in the app. Each manufacturer adds a layer of customization to the Android phone that gives its users headaches with notifications in the background. This is usually because they have a very restrictive process management that sometimes forces us to modify the configuration so that everything works.
In MIUI, which is the customization layer that Xiaomi usually uses, the problem occurs after not using the Shadow-Tracker application. The operating system simply closes it and no more notifications are received. To solve it in most cases you just have to follow these instructions:
• Open the “Security” app
• Select the “Permissions” option
• Enable the “Autostart” option for all the apps that we want.
In the Shadow-Tracker application menu, we go to Settings – Custom app notifications.
The types of notices are synchronized with the server. That is, if we activate or deactivate alerts on the web or in another application installed on another phone, we modify it in all of them.
By default, they are all disabled, so we activate only the notifications that we want to receive.
Thanks to the agreements we have with the main communications companies, Shadow-Tracker coverage is almost worldwide.
We do not limit ourselves to providing a localization service only in Spain or Europe. The countries in which we offer coverage are:
Afghanistan, Albania, Germany, Netherlands Antilles, Saudi Arabia(*), Algeria, Argentina, Aruba, Australia, Austria, Azerbaijan, Bangladesh, Bahrain, Belgium, Belarus, Burma, Bolivia, Bosnia and Herzegovina, Botswana, Brazil(*), Bulgaria, Cape Verde, Cambodia, Cameroon, Canada, Chile, China, Cyprus, Colombia, South Korea, Ivory Coast, Costa Rica, Croatia, Denmark, Ecuador, Egypt, El Salvador, United Arab Emirates(*), Slovakia, Slovenia, Spain, United States of America, Estonia, Philippines, Finland, France, Gabon, Georgia, Ghana, Gibraltar, Greece, Guadeloupe, Guatemala, Guyana, Honduras, Hong Kong, Hungary, India, Indonesia, Ireland, Iceland, Faroe Islands , Israel, Italy, Jamaica, Japan, Jersey, Kazakhstan, Kenya, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Macao, Macedonia, Madagascar, Malaysia, Malta, Morocco, Mexico, Moldova, Monaco, Montenegro, Nicaragua, Niger, Nigeria , Norway, New Zealand, Netherlands, Pakistan, Panama, Paraguay, Peru, Poland, Po rtugal, Puerto Rico, Qatar, United Kingdom, Czech Republic, Democratic Republic of the Congo, Dominican Republic, Réunion, Rwanda, Romania, Russia, Serbia, Seychelles, Singapore, Sri Lanka, Swaziland, South Africa, Sweden, Switzerland, Suriname, Thailand, Taiwan, Tanzania, Trinidad and Tobago, Turkey, Ukraine, Uganda, Uruguay and Venezuela.
(*) –Country with Regulatory Restrictions.
In the Basic rate, coverage is limited to European countries