There are many reasons that make your account does not have any data logs. Here are what you should check:
1. Check if your device (which you want to track) has been installed the application or not:
It is required to keep in your hand the target device (the device of your children) within 5 minutes and install the application on that.
In case you did not add/link/attach the device to your account, you will see the message on your user control panel:
So if you see this message, please follow the instructions to add/link/attach the device to your account:
2. Check if you did a configuration with essential settings on target device:
If target is an iPhone/iPad:
(we are collecting the guide from the vendor and will update here)
If the target phone is an Android one:
a) You should make the app is trusted with Android OS. If not, after some hours (since the app was installed and worked well), it will stop suddenly. Please read this for settings essential things:
b) Check anti-virus app that makes the app stopping
c) Check other settings/options for specific functions:
- Some functions need the target phone root: In case you want to track social networking applications such as Whatsapp, Facebook, Skype ... you should check if the target device has been rooted or not?
How to root an Android device: For more detail, you can read here --> Guide 1
- GPS function needs to have Location option turned on. You can view this article: Why I don't see GPS locations.
- URL Browsing History: support some specific browsers. Why I don't see URL
Or you can read all FAQs in session:
3. Check if it has an internet connection on the target device.
The app needs to have an internet connection to send the data logs to the server and let you view the data. But do not worry. If no internet connection, the data still be captured and be stored in temporary files and will be sent when it has the connection.
You can go to menu Check Connection, you will see the status of the target device at that moment.
4. Check about your account
a) Your account has expired or yet?
The data will be NOT sent to the user control panel in case your account was expired. Please renew the license.
b) Your account was blocked, suspended due to some reasons
You can go to menu Account Information to check the status. If it shows "Active" it is OK. Otherwise, you should contact to support team and send a ticket to them.
c) The options for data log are turned off.
Some reasons the options such as SMS, Call history, ... are turned OFF. Please make sure it is checked.
d) Check Last Sync and Timezone
You can compare the last sync with your current time to understand if the app was synced or not. But please remember that the Last Sync time is timezone/time of target device in case you are tracking oversea.
5. Check about the device
a) Check if the app was removed from the target device
You can try to make a call (dial) with an access code to show/hide the icon of the application. If it works, the app is still existing in the target device.
b) Check if the app still is in target device but stuck (or stop running)
In this case, try to reboot the device if you have a chance. Or wait until the device does not have a battery anymore and then the user will charge the phone.
In almost case, after a rebooting, the application works well and it syncs the data.
c) Check if the device is turning off (offline)
There is a button Check Connection in the user control panel and then you will receive the information message about this (the device is online or offline)
6. Bi-weekly maintenance and our policy
You can see in the login page about our policy that we do not keep your data for a long time. That means the data logs will be deleted automatically after 15 days to 30 days since it was created/flushed to the server.
Your data are private and sensitive (although we have an encryption while inserting to the database).
Before cleaning up (every 2 weeks) we always display a warning message on the dashboard or on the login page to remind you about you should export your data to your desktop/PC (by downloading or by sending to an email with attachments)
In case you turn on the feature Delivery by Email, the data logs will be zipped and then it will be sent 2 or 3 times per day to your predefined email address.
Please see more our policy in session MobileSpyFAQ -- FAQs -- Policy & Term of Uses