MyLoc8

FAQ

Frequently asked

How can the Myloc8 device location be accessed?

Our system will allow you to view your device(s) location(s) in three ways: via the web app, through the mobile phone application for iOS and Android

How far will my Myloc8 track or locate?

Our system is designed to locate a Myloc8 Device anywhere in the world (with NO ADDITIONAL costs or roaming fees) as long as there is GSM cellular service area. If the device enters an area without GSM cellular coverage, the GPS feature will not be able to report its current location until it re-enters an area with network coverage. Once it reconnects, it will transmit a history of its locations that you can view online.

Will my Myloc8 work anywhere?

Yes – it will work anywhere there is a GSM cellular connection.

What is GPS?

Global Positioning System (GPS) serves as a worldwide radio system and was originally developed and implemented by the U.S. Department of Defense. GPS is a satellite-based navigation system comprised of 24 orbiting satellites. GPS works on the principle that if you know an object’s distance from several known locations, you can then calculate its location. The “known” locations are the GPS satellites, and the distance to the object is measured using the transit time of an encoded signal. The satellites also broadcast a data stream along with the encoded signal to transmit information about their location.

What is a Myloc8 device?

The Myloc8 device uses GPS (Global Positioning System) and cell ID technology to accurately track the device. It uses the wireless GSM network to transmit those positions to a web-based portal where users can view the device location.

Battery save mode

The battery save mode, will place the device to sleep and wake up 2-4 time per day, report its location and go to sleep again to save the battery.

If you need this mode, let us know and we will turn it up for you.

If you need non-stop live tracking mode, than battery will hold for up to 4 days, depending on the tracking frequency (ie. once per min, or up to once per 2 hours)

What is standard warranty?

Twelve months for manufacturer-related problems. This does not include misuse of the device or accidental damage or water damage.

How often should I replace my Device?

You should not need to replace the unit unless it has been broken or damaged, or you wish to upgrade when a newer unit is available.

Can anyone track my Myloc8 Device?

No. When you register your Myloc8 device on our tracking application, you will be able to list up to ten trusted individuals that you want to receive notifications. You can also designate how you want them to receive the alerts; either via email (free service) or text alerts (paid service). You can edit these contacts at any time. If you want them to be able to directly track your device, they would need your login and password to access the web-based service or mobile App.

Why does the accuracy of my Myloc8 Device improve over time?

The initial location is the hardest as the Myloc8 device is connecting for the first time with four satellites and figuring out where in the world it is. Most often this requires taking the device outside for 5 or more minutes. If activating in a home you may notice the initial location reported is approximate to your home but not very accurate. As your locator continues to gather data outside of the home and then inside, you will see its accuracy improve.

What does "plain view" or "clear view" of the sky mean?

Your Myloc8 device needs to have a clear view of the sky so that the satellite signals can be received. “Clear View of the sky” means that the device needs to have an open line of sight to the GPS satellites in the sky. GPS was developed for shipping, aircraft and launch vehicles, which have an unobstructed view of the sky.

GPS satellites are in constant motion, rising and setting. In a given 2 hour time window, four satellites may rise and set over the horizon. This means that a satellite fix that was obtainable fifteen minutes ago in a location may not be obtainable in the next try.

The best location to get a satellite fix is on an open road. Roads provide a clear line of sight in the direction of the road, and often the buildings and trees are set back sufficiently that there is good visibility side to side. This is the ideal device location in order to get the initial fix or location for your device.

Does the Myloc8 device work the same in all locations and areas?

No. The Myloc8 device works best in suburban areas such as neighborhoods, houses, schools, parks, and flatter regions. It can receive a GPS signal better in these areas because there is less obstruction of the GPS signal. The better line-of-sight the GPS has to the satellites, the more accurate the position will be. The Myloc8 device will work on a limited basis in cities where there are many high-rise buildings because the buildings decrease line of sight to the GPS signal causing errors in positioning.

What is the accuracy of the GPS in the Myloc8 Device?

Though there are restrictions placed by the military, today’s GPS receivers are extremely accurate thanks to their parallel multi-channel design. The Myloc8 device is usually accurate within 15 meters (~50 feet). Certain atmospheric factors and other sources of error may affect the accuracy.

Due to technological limitations of the GPS satellites’ signals, we cannot guarantee that the GPS device will work 100% of the time. GPS signals connections may experience downtime, interruptions or dead spots.

History isn't shown in full

  • As you choose the time period of the history you want to check, you may see that it is not showing the full history. In this case, it is possible that the number of history results exceeds the limit.
  • In order to resolve this issue, please try using shorter time periods to check. For example, if you are willing to check a month, try checking every week of the month separately.
In case the issue persists, and the history is still missing some dates, contact our support team for further investigation of the issue.

Subscription purchase error

In case you are encountering issues renewing your subscription, please go through the following instructions:

  • 1. Check your account in order to ensure you have sufficient funds;
  • 2. Try switching platform(if you were on the web, try renewing through mobile app and vice versa);
  • 3. Wait for 30-40 minutes and repeat the renewal process.
In case the issue persists, please take a screenshot of the error you see during the renewal and contact our support team for further investigation of the issue.

Battery isn't charging

In case you put your tracker on charger and it doesn’t charge(the led light isn’t blinking), please try doing the following:

  • 1. Leave the tracker on charger for 24 hours and see if it eventually starts charging;
  • 2. Try using different charging cable;
  • 3. In case you have a battery replacement, try using a replacement.
In case the issue persists, check if your battery is damaged and contact our support team for further assistance.

Battery is running out fast

Please be informed that the tracking mode you set for your tracker directly influences the battery life. The shorter the update frequency is, the faster the battery dies.
In order to improve the battery life, extend the tracking mode:
  • *Web instructions:
  • 1. Click on the device name you want to increase the tracking frequency for;
  • 2. Click on Tracking Mode;
  • 3. Choose Everyday or Every 4h update, or increase the custom tracking in case you are using this mode.
  • *Mobile app instructions:
  • 1. Tap on the device name in the Devices tab;
  • 2. Tap on Tracking Mode;
  • 3. Choose Everyday or Every 4h update, or increase the custom tracking in case you are using this mode.
Let the tracker work for 24-48 hours and see if battery life improves.
In case you have an extra battery try using it and see if the device battery life improves. If the issue persists, please contact our support team for further assistance.

Device location in the app is incorrect

Our system is designed to locate a Myloc8 Device anywhere in the world as long as there is GSM cellular service area.


The better line-of-sight the GPS has to the satellites, the more accurate the position will be.

Though there are restrictions placed by the military, today’s GPS receivers are extremely accurate thanks to their parallel multi-channel design. The Myloc8 device is usually accurate within 15 meters (~50 feet). Certain atmospheric factors and other sources of error may affect the accuracy.

To improve the accuracy of location, please try performing the following steps:

  • 1. Manually restart your device(power it off and then on);
  • 2. Take your device outdoors and keep it under the open sky for 10-15 minutes;
  • 3. Change your location(e.g go to a different part of the city).

In case the issue persists, please press shortly on the power button and check the meaning of the indicator using the information provided in the Light meaning table for the respective device.

NOTE: In case you are activating your device for the first time, please take into consideration the following – the initial location is the hardest as the Myloc8 device is connecting for the first time with four satellites and figuring out where in the world it is. Most often this requires taking the device outside for 5 or more minutes. If activating in a home you may notice the initial location reported is approximate to your home but not very accurate. As your locator continues to gather data outside of the home and then inside, you will see its accuracy improve.

Device is not communicating

In case your device loses connection to the network, the location update will not pull up the relevant position of the tracker.

You may see an error message when trying to update the position via web or mobile application.
  • In order to this resolve this issue, please follow these instructions:
  • 1. Put your tracker on the charger and wait until it’s fully charged. When it’s fully charged the light stops blinking and becomes solid;
  • 2. Take the device outdoors with a clear view of the sky, so that it’s not covered with anything for 10 minutes. This should help the device to reconnect to the network.
  • 3. In case the device still doesn’t update its location, manually restart your tracker. To do so, turn it off, then power back on;
  • 4. If the tracker still shows irrelevant information, please try changing your location (e.g go to a different part of the city). Sometimes, the steps above are not helpful, if you are located in an area with low or no network connectivity.

NOTE: In case you have a 2G/3G device, please also keep in mind that there is gradual 3G network deprecation all over the world, which might affect your tracker functioning. You may check the information on the internet about the current state of the 3G network in your country.
If the information above didn’t help you to resolve your problem, please contact our support team for further assistance, confirming that you have performed all the troubleshooting steps in this article.

Notifications SMS are not received

In case you do not receive notifications via SMS, please refer to the steps below in order to resolve this issue.
1. Check if the phone number is assigned to the notification type:
  • *Web troubleshooting steps:
  • 1. Click on the respective device on the left sidebar;
  • 2. Click on Settings;
  • 3. Click on the Share icon next to the respective notification toggle;
  • 4. See if the desired phone number is assigned to this notification (the checkbox should be checked. If it’s not, check it and Save the change);
  • 5. If the phone number you want to receive the notifications to is not added as a contact, click on Add contact button and proceed.
  • *Mobile app troubleshooting steps:
  • 1. Go to the Devices tab and tap on the respective device;
  • 2. Tap on Notifications;
  • 3. Tap on the Share icon next to the relevant toggle;
  • 4. See if there’s relevant phone number in the Linked tab;
  • 5. If not, tap on the Not linked tab and tap on the respective phone number there;
  • 6. In case the respective phone number is absent in either of taps or there are no contacts at all, go to the Account tab;
  • 7. There, tap on Contacts tab and click on Plus icon, Create a contact with the phone number you want to receive SMS notifications to and go back to step 1 of these instructions.
NOTE: In order to receive notifications to your/somebody else’s phone number, you need to create it as a contact and assign it to the relevant notification toggle.

  • 1. Check if the phone number is correct:
  • *Web troubleshooting steps:
  • 1. Click on your email address in the top right corner;
  • 2. Click on Contacts;
  • 3. See if the Phone number has any typos;
  • 4. If needed, click on the crayon icon to Edit the number and change it to the correct one.
  • * Mobile app troubleshooting steps:
  • 1. Tap on the Account tab;
  • 2. Tap on Contacts;
  • 3. Check the phone number for typos;
  • 4. If needed, tap on the respective contact and Update the number.
Still have an issue receiving SMS notifications? Please contact our support team for further assistance, confirming that you have performed all the troubleshooting steps in this article.

Notifications emails don't arrive

In case you don’t receive the notifications via email, please refer to the steps below in order to resolve the issue.

1. Check if the email address is assigned to the notification type:
  • *Web troubleshooting steps:
  • 1. Click on the respective device on the left sidebar;
  • 2. Click on Notifications;
  • 3. Click on the Share icon next to the respective notification toggle;
  • 4. See if the desired email address is assigned to this notification(the checkbox should be checked. If it’s not, check it and save the change);
  • 5. If the email address you want to receive the notifications to is not added as a contact, click on Add contact button and proceed with contact creation.
  • *Mobile app troubleshooting steps:
  • 1. Go to the Devices tab and tap on the respective device;
  • 2. Tap on Notifications;
  • 3. Tap on the Share icon next to the relevant toggle;
  • 4. See if there’s relevant email address is the Linked tab;
  • 5. If not, tap on the Not linked tab and tap on the respective email address;
  • 6. In case the respective email address is absent in either of taps or there are no contacts at all, go to the Account tab;
  • 7. There, tap on Contacts and click on Plus icon. Create a contact with the email address you want to receive email notifications. Go back to step i of these instructions and follow the steps again.
NOTE: In order to receive notifications to your/somebody else’s email address, you need to create it as a contact and assign it to the relevant notification toggle.
  • 1. Go to your mailbox, check all the folders, especially the Spam/Junk folder.
  • 2. Check if the notification email landed in the Spam/Junk folder:
  • 3. Check if the email address is spelled correctly:
  • *Web troubleshooting steps:
  • 1. Click on your email address in the top right corner;
  • 2. Click on Contacts;
  • 3. See if the Email address has any typos;
  • 4. If needed, click on the crayon icon to Edit the email address and correct the spelling.
  • * Mobile app troubleshooting steps:
  • 1. Tap on the Account tab;
  • 2. Tap on Contacts;
  • 3. Check the email address that was added as contact for typos;
  • 4. If needed, tap on the respective contact and Update the email address.

Still no emails? Please contact our support team for further assistance, confirming that you have performed all the troubleshooting steps in this article.

Irrelevant notifications are being triggered

In case you keep getting notifications that you don’t need to receive, please follow the following troubleshooting steps:

1. Check if the notification toggle is enabled by mistake:

  • a. Go to the Device tab;
  • b. Click on Notifications;
  • c. Scroll through Notifications and see if the toggle is enabled by mistake;
  • d. If so, disable the toggle for the notification you keep receiving and save the change.

2. The notification toggle is disabled, however 
notification is being triggered still:

  • a. Restart your tracker manually;
  • b. Place it in a place with good reception for 10-15 minutes;
  • c. See if the notification is still being triggered.

The notifications arrive despite the toggle being disabled after performing troubleshooting steps above? Please contact our support team for further assistance, confirming that you have performed all the troubleshooting steps in this article.

Notifications are not received

In case you have issues receiving notifications, please follow the steps below.

1. Make sure that respective notification toggle is enabled;
  • a. Go to the Device information by clicking on the device name;
  • b. Click on the Notifications;
  • c. Scroll through notification settings, and make sure that the relevant toggle is enabled. If not, turn it on and save the change.

2. The respective notification toggle is enabled, however, the notifications are still not received:
  • a. Go to the Device tab;
  • b. Click on the Notifications;
  • c. Disable the respective toggle, and save the change;
  • Re-enable the toggle back and save the change.


3. Notification is still not received after troubleshooting above performed:


  • a. Restart your tracker;
  • b. Put it in the place with good reception for 10-15 minutes;
  • c. Perform relevant action to trigger the notification you have issues with.


Still not working? Please contact our support team for further assistance, confirming that you have performed all the troubleshooting steps above.

Devices

What do I do with my Myloc8 Device when I first receive it?

Charge your Myloc8 device using a standard universal USB AC adapter for a minimum of 12 hours. Then place your device in an area with a clear line of sight to the sky and power up your device by holding down the power button for 3-4 seconds. You will see a green LED flashing for 3 seconds to indicate the device powering on.

How do I know if my Myloc8 device is charging?

There will be a red LED blinking on the front of the device.

My Myloc8 does not charge, what do I do?

The device takes a while to get its initial charge, just keep the device plugged in for a couple of hours or overnight.

How do I activate my Myloc8 Device?

1. After you have fully charged and turned on your device for the first time:

2. Browse to our website www.myloc8.com and click Login button.

3. If you are not registered yet, please click on “Add account button” and follow registration prompts. After a while, check your mailbox for verification email. Once verified, go to www.myloc8.com and Login.

4. Login using your e-mail and password.

5. Click “Add tracker” button and follow the prompts to activate your tracker in your account.

6. You will need to enter your device ID; It can be found on the label attached to the bottom of the Box or underneath battery. It is a 9 digit number (e.g., 361234567).

7. You will be able to enter your payment details or activation code.

Can I activate a Myloc8 Device for somone else?

Yes. You can activate a Myloc8 Device for someone else using their Myloc8 account credentials. However, if you are registering a new device under a new Myloc8 account, you must have access to the email account used to click the confirmation link.

How long does the SOS button need to be pressed in order to send an SOS alert signal?

The SOS button needs to be pressed and held for 4 seconds to activate an alert. This helps prevent false SOS alerts.

How do I power the Myloc8 Device “On” and “Off”?

1. To power the device ON press and hold the Power Button until the locator status LED indicator begins to glow. This will take approximately 2 seconds. A blinking green LED will then indicate that the device is operating correctly.


2. To power the device OFF press and hold the Power Button until the locator status LED Indicator begins to flash quickly. This will take approximately 2 seconds. The locator status LED indicator will shut off when the device has properly shut down.

Why does my Myloc8 Device beep?

Your Myloc8 Device will beep for different reasons. This includes when the device powers on, powers off, and connects to a GPS or GSM network. For a detailed explanation of the beeps, please refer to the user guide.

Is the Myloc8 Device waterproof?

The Myloc8 device is water resistant when covered with the supplied silicone water resistant cover, but it is NOT waterproof.

Can the Myloc8 Device be tracked when turned off?

No. Like a cell phone, the device cannot send or receive communication messages when turned off.

What is the difference between a Myloc8 Device and a smartphone?

Smartphones are designed for oral communication with limited location ability available as a convenience. The Myloc8 device’s primary purpose is to monitor its position accurately and reliably and to provide pre-selected alerts.

How long does the battery last?

Under normal use, the battery can last up to 48 hours. Please note that several factors can affect the battery life including temperature, network, signal strength and locator features used. For example, if the device is in a very limited cell (GSM) coverage area, this will require the device to work harder to obtain a signal resulting in less battery life. Also, the more frequently you track the device, the faster the battery will be used.

How do I know the battery level on my device is low?

The battery status of your Myloc8 device can be viewed on the web portal and mobile App.

What is a “Low Battery” alert What do I need to do?

When you get a “Low Battery” email or text message alert, you should immediately charge your device. The alert is designed to let you know that your device is running out of power and needs to be recharged.

Can low battery and power off alerts be sent by text message?

Currently, these alerts can come via email only.

Device does not connect

Make sure your device has a clear view of the sky and the GPS signal is not being blocked. Cycle the power off and on, give the device about 10 minutes to try and reconnect. If issues continue please contact our support team for further assistance.

Application

How do I change the Device Alarms and Settings

Clicking on Notifications will open alarms options with respective notifications settings. This will allow you to set the device’s specific notifications.

Notifications are sent via SMS, email and to the Myloc8 dashboard. The notification alarms will include the device’s location and speed at the time the alarm is triggered.

What Computer Browser can I use?

The following browsers are supported:
Microsoft Internet Explorer 10+
Google Chrome version 31.0+
Apple Safari 5.1.7+
Mozilla Firefox 18.0.2+
Opera 17.0+

How do I log into the Myloc8 site and view my device location?

Go to www.myloc8.com. Click the login button on the top right and enter your E-mail and Password details.

What Smartphones have a Myloc8 Mobile App?

There is a Myloc8 Mobile App for the Apple iPhone and Google Android.

How can I change my password on the Myloc8 site

In the upper right section of the header near your email login click the drop down arrow, select “Change password” and fill in your new selected Password.

How do I change the email address associated with my device?

Contact our support team and ask for assistance in changing the email address for you.

Additional information for verification purposes may be required.

Is there a way to change subscription plans?

Support can cancel the auto renewal for your device. Submit a support ticket to request the said cancellation. This way, you can control when to renew your subscription, and which plan you want to use in the future.

How long will the Myloc8 site hold my history? How far back can I see?

The system currently saves the device history for 1 year.

Can I delete my device history?

You have the capability to delete the history on each unit.

What is a GeoFence / Virtual Boundary?

A GeoFence is a defined boundary that allows alerts to be triggered when a GPS device passed in or out of that area. Within the application, GeoFences can be created in the shape of a square or rectangle.

How do I set up a GeoFence?

Click on the device name you wish to add a Geofence for, then click the “Zones” tab. Click the “Add New Zone” button.
A rectangle blue fence will appear surrounding your device (or at the center of the map). You can enter a specific address to centralize your fence around it. You can select a pre-defined perimeter size. You can modify the fence size and location by dragging its borders and moving it on the map. When you’re satisfied with your new fence, give it a name and click “Done”. Once the GeoFence is created, you can add additional emails and phone numbers (by SMS) that will receive alerts for this fence.

Do I have to set up GeoFences or Alerts in order for my Myloc8 Device to work?

No. After activating the Myloc8 device, it will begin to send GPS information to the Myloc8 site and you will be able to view its location. If you want to receive notifications, you will need to set up your own GeoFence and enable respective notifications toggles.

How small of GeoFence zone can I set?

The smallest size for a GeoFence zone is 300 meters (984 feet). This helps prevent false alerts.

Can I set multiple GeoFence zones?

Yes. You have the ability to create up to 5 zones. You will be notified when your device enters or exits these zones.

What happens if my mobile phone is turned off while an alert is being sent?

You won’t receive your alerts until your mobile phone is turned on and connected to the network. Fortunately, we have several modes to deliver important messages to you and alternate recipients: SMS, email, and phone calls.

Is the speed calculation accurate?

If the GPS positioning accuracy is good then the speed is usually accurate. However, in no event shall Myloc8 be liable for indirect or consequential damages including, without limitation, damages for any traffic fines or citations resulting from use of the product.

How can I change my Credit Card information?

If you’re in the middle of a subscription during change, you can ask customer support to cancel the subscription and change the information upon renewal. If you’re no longer on auto-renewal, you can change your payment information once your subscription expires.

If I cancel my service, will I be able to go back and look at my history and reports?

No, you will not be able to continue viewing your Myloc8 data history.

I don’t receive any notifications.

Please check app settings, turn on notifications, update contacts. If you’re still having trouble after, Please contact our support team for further assistance.

Payment

How do I purchase a subscription?

When activating your device on the website or through the app, as you insert the device ID and IMEI, you will be forwarded to the next step requiring Subscription purchase.

You will have one or more options with available payment cycles (monthly, 4 months, 1 year subscriptions).

Depending on your geographical location the selection of available plans as well as the price may vary.

What if I want to change my subscription/billing cycle?

It is not possible to switch to another plan or change the billing cycle on the website or in the app. However, our support team can cancel your current subscription. Submit a support ticket to request the cancellation. Once cancelled you can purchase a new subscription with the desired billing cycle/plan. This way, you can control renewal of your subscription.

Is my subscription canceled automatically as I stop using my device?

In case your subscription doesn’t have an expiration date and is set to renew automatically – it will not get cancelled as you stop using the device.

In case your subscription has an automatic renewal, it will keep charging you for the next billing cycle. To prevent unwanted charges, contact the customer support team with the renewal cancellation request.

Why did I stop receiving SMS messages from device alerts, when I have them included in my plan?

The plan you choose for your tracker includes a limited number of SMS per billing cycle.

Once you run out of SMS, you have to wait for the next billing cycle in order to start receiving SMS again.

How do I cancel my subscription?

Currently, there’s no tool to cancel your subscription from the website or via the app. In order to get your subscription cancelled, please submit your support request.

Problem Solving

My Myloc8 web portal page is loading strangely! Why is some information not displaying?

This could be a compatibility issue with the web browser version that you are using to view myloc8.com. We have optimized our Myloc8 application to display best on the most widely used and updated web browsers.

Why isn’t my Myloc8 Device showing up on the map?

First place the device somewhere with a clear line of sight to the sky. Make sure the Myloc8 device is powered on. Remember that your device reports its location in intervals, according to the frequency you choose in Tracking mode section. The device needs to be outside with a clear line of sight to the sky during those intervals for the location to be updated and reported.

Please note: The first time the device is turned on, it can take up to 30 minutes for its global position to be calculated. Once operational, the sequence of fixing on the satellite signals will be much shorter.

What should I do if I can’t get the Myloc8 Device to turn on?

If you can’t get the Myloc8 device to turn on, please make sure that you have charged the battery for at least 12 hours. If the device has been charged, press and hold the Power button until the LED begins to glow. This will take approximately 2 seconds. The LED status indicator will change to blinking green when the device is ready to be used.

My Myloc8 Device shows several different reports within a 5-block radius. Why is this accurate?

GPS devices often “drift” when reporting their location and this can depend on the surrounding environment. Every time the device sends a new location it has to receive information from the GPS Satellites and this calculation can differ slightly. The surroundings, such as buildings, trees and the atmosphere, can affect the accuracy of the location that the device reports.

I charged my Myloc8 Device but it isn’t tracking. What’s wrong?

If you recharged your Myloc8 device after its battery died completely, then you will need to power it back on as the device powered off when the battery died.

Why did I stop receiving SMS messages from device alerts?

Most likely this happened, as the limit of SMS messages provided according to your billing plan was reached

I can not find a solution in the FAQs, what do I do?

If you are unable to find a solution to a problem here, please Submit a request so we can investigate the issue.