Please find below a set of Frequently Asked Questions that our customers ask when they first buy our service.

How do I find out my phone's IMEI number?
1- Dial *#06# and copy the 15 digit number that appears
2- From SOS software: Open (Options>Register) and copy the Serial Number

What format should I use for my phone number?
Your phone numbers should be entered with no non-numeric characters except for the + plus sign, with no spaces and be specified in full international format. i.e. “+447711223344”

How much does it cost per SMS sent?
SMS charges depend on your service provider contract costs. Using SMS abroad may cost you more than normal. Check the costs with your service provider and understand the networks they partner with in your destination.

I sent a test message and it didn’t seem to work
The most common problem is getting the phone numbers in correctly. Check or re-key the numbers in again. Also for emails, make sure they are also correct. Input error causes 99% of all issues.

I sent a “Here I am” position report but it did not get relayed to my email and phone numbers.
Firstly, check the numbers and email addresses are keyed in correctly. The “Here I am” is only sent to emails in your list. Only SOS messages are relayed to your pre-defined emergency list via SMS and email.

When should I use a “Here I Am” position report?
Use “Here I Am” to send your current location in non-emergency situations. You can use it also in situations where you think that your phone may shortly not be able to get a GPS position, for example, before entering a building or a place where you suspect there will be weak GPS signal. We recommend that you send a report if you are going into a major building (hotel/shopping mall etc). If an emergency occurs whilst in this building, you can be located by the last location transmission.

What does an SOS request do?
It will send a panic SMS with your current location and message to the numbers specified in contact numbers and email in the set up screen in “My Devices”. where it will be displayed on maps and satellite imagery as a red pin

How do I test the SOS service is working?
You can use the Here I am to test email accounts are set up correctly anytime. If you test the SOS (recommended for first time use), you must put “This is a Test Message” in the comment otherwise the support desk service will respond and be activated. False alarms are logged against your account and may incur a charge to you for misuse.

I sent an SOS request but it did not include my GPS Location.
This happens when SOS Tracker fails to get a valid GPS Position. The first message sent after the SOS button is pressed will go immediately, and most often a valid GPS fix will not have been obtained. A subsequent message will be sent with co-ordinates as soon as a valid fix is obtained. Ensure you have clear line of sight to the sky for up to several minutes to receive a valid GPS fix.

I pressed the “OK” button for 3 seconds on my Nokia but no SOS request was sent.
Make sure that SOS Software is active (General>Activation) and the SOS phone number is properly set.

Can I make an SOS request when the phone key lock is active?
Yes. You can initiate SOS requests even when your phone key-lock is active

What is a remote request?
It is a position request made from another phone to get your location. Your location will be sent to the number specified in your set up screen. Note the message “remote request” must be sent in lowercase only.

Can anybody ask for a remote request from me?
This is generally used if a valid GPS location is not sent via an SOS alert. This is a user definable action and you can set your phone to ask permission to send your location. This service is designed to provide you with assistance not to track you by a 3rd party.

I sent a remote request but didn’t receive any messages.
Make sure that the message content is “remote request” (case sensitive and no quotation marks). This is a user definable action and the user may not have opted to allow this request.

Do I need to start the SOS software whenever I restart my mobile phone?
No. The SOS software will start automatically whenever the phone is switched on

If I pressed “Exit” on the main menu, will that close SOS software?
No. it will just send SOS software to the background where it will continue to be active

How can I deactivate SOS software on my handset?
For Nokia, Samsung, HCT, Set (General>Activation) to “OFF”.
For Blackberry Switch off by pressing the red “hang up” button