FREQUENTLY ASKED QUESTIONS


Why is the app not uploading all of my contacts?

Generally speaking, this should not impact you. However, we do have reports on some device and Android version combinations that Contacts are missing.

What can I do about missing Contact?

You can open Contacts and add them by clicking on the + icon in the Details panel.

Last Updated: September 08, 2016 at 7:37:11 AM

Why is it that after a while, the app stops tracking the device's locations?

This is a very rare situation and will vanish over time. When this happens, Android has given this thread in our application a low priority and is starving it. We are taking steps to ensure that this doesn't happen but it will take a little time. Please report anytime this happens.

Last Updated: September 08, 2016 at 7:37:23 AM

Why do I see duplicate text messages?

On some Android devices, duplicate text messages are part of Andorid. It is their bug. We are trying to suppress the duplicate message in our app and in your account. Please ignore them until we can weed this out of the system.

Last Updated: September 08, 2016 at 7:37:34 AM

How do I uninstall the app?

When you install most of our apps, you have an option to allow the app to install with a special class so that you can remote wipe your device (in case it’s stolen) or remote lock/unlock the device. This special class of app is known as a device administrator.

To uninstall a device administrator, you have to first deactivate it as a device administrator. To uninstall the app if it’s been installed as a device administrator, simply do the following while physically on the device:

Go to Settings
Then to Security
Then to Device Administrators
Then deselect the app in the Device Administrators list
After the app as been deactivated as a device administrator, you can now uninstall it like any other app.

Last Updated: September 08, 2016 at 7:37:47 AM

I know that my child is browsing the Internet via mobile. Why can't I see the browsing history?

There are three general reasons that you may not see browsing history on your child's device.

1) Your child may be browsing with an unsupported browser. Over time, we'll support more and more browsers. Right now, we support Chrome and the default browser.

2) Your child may be browsing in Incognito mode. There is nothing that we can do about this. However, you can use our Screen Capture functionality to see what your child is seeing on the Internet.

3) Android 6 on some devices has a bug which prevents us from accessing browser history. We are trying to work around this.

Last Updated: September 08, 2016 at 7:38:01 AM

I think that my child installed a new app but I cannot see it in the APPS list. What do I do?

If you go to the APPS page, you will see two actions:

1) The refresh icon in the blue title bar: Click on this to see if any new apps are in our database but not showing in your account.

2) The Sync button: Click on this button to get an entirely new list of apps uploaded from the device.

Last Updated: September 08, 2016 at 7:38:16 AM

I can't get the Screen Capture to work. What's going on?

Screen Capture only works on devices running Android 5 and above. This is an Android limitation. If you want to enjoy this feature, please upgrade your device.

Last Updated: September 08, 2016 at 7:38:24 AM

I want access to chats and media used on my child's favorite social media apps. How do I do that?

Chat apps employ encryption to ensure communication privacy. As you know, a child has no reasonable expectation of privacy from parent's worrying eyes. However, your child does have the right to privacy from others. So, here's our answer:

With our stealth Screen Capture technology, you can capture both sides of a communication on any app by viewing screen capture videos of the device activity. You can request these remotely.

This entire process has been highly optimized. A 30 second screen capture video (with sound) is generally less than 2MB and is uploaded to your account in seconds.

Stay tuned and get ready for this to get even better. Our future release will allow you to request automatic screen captures anytime specific apps are used. For example, you'll be able to do this:
"Provide me with a screen capture anytime my child is using Snapchat!" or "Provide me with a screen capture anytime my child opens YouTube!"

Last Updated: September 08, 2016 at 7:38:55 AM

Why am I having trouble hearing the other party in a recorded call?

Recording calls is not a supported feature of Android. We have a custom way to get around this lack of support. However, due to android security restrictions, we can only record the sound via the mic, not via the circuitry.

Early on, we did a survey and found overwhelmingly that customers would rather hear one side of the conversation than nothing at all. So, we included this because you can at least know what your children are talking about, generally.

It is possible to hear the other party depending upon the circumstances of the call. If both parties are in quiet areas, you’ll be able to hear the other party quite easily, especially if you wear headphones while listening to the recording. If your child is using Bluetooth or headphones, then you will hear nothing from the other side.

Last Updated: September 08, 2016 at 7:39:08 AM

How do I transfer the app to a replacement device?

We planned for this. If you installed Stealth Backup Manager, CatchMe or ProtectMe on your phone and that phone is no longer available because it was lost, stolen, destroyed, replaced, etc, please do the following:

1) Reinstall the app on the new phone
2) Sign in with your account credentials
3) Choose “Replace Existing Device” then select the device to be replaced

Last Updated: September 08, 2016 at 7:39:20 AM

Why can't I see the phone number of the device?

Unfortunately, not all devices store the phone number on the SIM card or in the device’s main storage area. In these cases, we will display “NA” for the phone number.

Last Updated: September 08, 2016 at 7:39:34 AM

Why did I get a Fence or Destination alert while my phone didn’t move!

While this is a rare occurrence, location tracking is inherently inaccurate. If you have a Fence with a small radius, it can be quite easy to get a point with enough error that the device thinks it’s outside the Fence.

If the location tracking method that you selected in Monitoring Settings relies on Cell Network, this can happen more frequently. Cell Network triangulation is inherently less reliable than GPS but has the advantage of being easy on the battery.

If the method that you selected relies on GPS, it’s still possible to have a false alert. GPS doesn’t guarantee the location point. In general, there’s only a 68% probability that the specified point is within the reported accuracy measure.

Regardless of the method, these false alerts can happen when the device is idle and Android slips into battery preservation mode. When this happen, location tracking will become more frequent.

The purpose of Fence, Barrier and Destination alerts is to “alert” you of a possible event on your child’s phone. When you get an alert, you can jump into old school parenting techniques.

Last Updated: September 08, 2016 at 7:39:47 AM

Why is nothing uploading?

There can be many reasons for target device data to stop uploading to your account. The first thing that you should do is check the “Last Checked In” date in the white header area near the top of the page. CatchMe and ProtectMe are configured to check in every time data is uploaded. If there’s nothing to upload, then a forced check in happens every 15 minutes or so. If it has been more than 30 minutes since the app chcecked in, then it’s time to start looking further into things such as:

1) The device may have shut down. Please check the battery level that we have on display in the battery icon at the top of the page. If the indicated battery level is 1% – 3%, then the device may have shut down due to low battery. If the battery level is high, then the device still may have been shut off for other reasons. Call the device and see if the call goes through.

2) The device may have no data connection. This could be because it’s out of range of WiFi or the cell network or has been put in airplane mode.

3) The app may have its background data permissions restricted.

4) The app may have been uninstalled.

5) The device could be in Battery Saver Mode.

Last Updated: September 08, 2016 at 7:39:59 AM

Why is the battery Is draining so quickly?

This may or may not be related to our app. The default settings should have little impact on the battery.

If you’ve used one of the advanced/accurate location tracking values in Monitoring Settings, you should make adjustments until the battery consumption is acceptable. Switching to a less accurate method will result in drastic improvements in battery performance.

You are in complete control of how much battery is consumed. There's a price that we all pay for how much information we want, how quickly we need it and how accurate it needs to be.

Last Updated: September 08, 2016 at 7:40:10 AM

How do I get it on my child’s phone?

A few tricks have been used by other customers and here are some of them:

1) Preferably, be open with your child and tell him/her that you’re installing some software that will help you keep him/her safe.

2) If that’s not an option, and the device is password protected, you can wait until there’s an issue with the phone that requires access (maybe at the phone store) and install it then. In the meantime, you can have your account and any required subscritpions ready to go.

3) If the device is not password protected simply wait until your child is preoccupied (playing, showering, sleepting, homework, etc) and install it then.

After the app is installed, you can remotely take care of any administrative tasks such as changing the default settings, applying subscriptions, etc.

Last Updated: September 08, 2016 at 7:40:22 AM

When I sent a command to the device, I see that the command fails often. Why is that?

There are many scenarios where this can happen. Here are a few:
1) The device currently doesn't have an Internet connection. This is common with mobile devices.
2) The device has been shutdown. Check the battery indicator on the device's Dashboard.
3) In some cases, Android will give certain apps a low priority and make resources less available to it. We are working to ensure that our apps always have high priority on Android.
4) The app has been uninstalled.

Last Updated: September 08, 2016 at 7:40:35 AM

My device is charging but the dashboard says it's discharging. Why?

This is a case where you're using an improper cable that successfully charges the device but Android doesn't recognize the cable you're using. We've fixed most of these cases but we'll never fix them all.

Last Updated: September 08, 2016 at 7:40:47 AM

I had a call that lasted a long time. However, it wasn't recorded. Why?

Long running processes can get interrupted by the Android operating system. The longer the call lasts the higher the likelihood is that the call's recording will have issues. However, in our testing, we have seen calls successfully recorded that were over one hour in duration.

Last Updated: September 08, 2016 at 7:42:54 AM

When installing your app on from your site, I get "There is a problem parsing the package." What does this mean?

This means that you're trying to install our app on a version of Android that's too old. Please see ours apps on Google Play for the latest system requirements of our apps. https://play.google.com/store/apps/developer?id=If%20You%20Can%20LLC&hl=en

Last Updated: September 08, 2016 at 7:43:10 AM

Why does it take so long to load text data such as Contacts, Calls, Messages, etc?

We want to ensure the privacy and safety of your data. Therefore, the data that's uploaded from your device is sent and stored encrypted. To decrypt this data takes some time and this is why you see some pages taking extra time to load.

Last Updated: September 08, 2016 at 7:43:21 AM

Why does it take so long to see search results?

We want to ensure the privacy and safety of your data. Therefore, the data that's uploaded from your device is sent and stored encrypted. To decrypt this data takes some time and this is why you see some pages taking extra time to load.

Last Updated: September 08, 2016 at 7:43:35 AM

Occasionally, I get incorrect location points on the map. And sometimes, this causes me to get a Fence alert. What can I do?

Mapping is an imprecise science. You may notice this while driving using a mapping device and you start getting strange comamnds to turn when there's no road. While we continue to improve this feature with advanced usage of the accelerometer, please adjust the accuracy level in Monitoring Settings until you arrive at a decent balance.

Last Updated: September 08, 2016 at 7:43:47 AM

My device keeps showing that it is OFFLINE. What's going on?

This is a very difficult question to answer briefly. Mobile devices are not wired to a network. So, keeping them connected is tricky. We think that we do some pretty amazing stuff showing when the device is offline for the various reasons.

Our apps are designed to ping an "I'm alive" alert to our systems every now and then. We control the span of time between pings. We also control how much time must elapse before we deem a device as "offline".

Battery: This is easy. You can keep track of the battery meter online. If it's low and the device is offline, there's a very good chance that the device's battery expired.

Shutdown: If the user shuts down the device, we alert you with that status.
Maintenance: If we take down the infrastucture that is processing all of the mobile data that we use to enable your monitoring of your devices, we will make the devices as offline due to Maintenance.

Unknown: There are many reasons that can prevent a mobile device from communicating with our servers. We will use this status when we have no way of knowing what's going on.  Below, we have listed the reasons in what we consider are the most common to the least common occurrences. 

  1. The device has no Internet connection. The most common situation is when the device has a poor cell network reception. Another very common occurrence is when the device connects to a WiFi access point but has not been authenticated and can therefore not use the access point's Internet connection.
  2. The device has become idle and Android stops the network services to conserve battery.  Usually, just picking up the phone will wake up the OS and bring all background apps back to life.
  3. The device has been placed in Power Saving Mode.
  4. Our app crashed, was uninstalled or was otherwise prevented from running.
  5. The device has been put in Power Saving Mode.
  6. The phone user removed the battery.
  7. The device has been destroyed.
  8. There are numerous other reasons.
Last Updated: January 10, 2017 at 5:17:55 AM

What does Hibernate function do exactly that makes it useful?

We have this in case you decide to stop monitoring (for whatever reason) but don't want to uninstall the app in the event that you feel that you may need to monitor in the future. You can resume monitoring at any point by clicking on the Wake button that is available when the app is hibernating.

During hibernation, the app monitors nothing and only waits for the wake command.

Last Updated: April 16, 2017 at 10:47:39 AM

How do I update the app that I have installed?

1) Uninstall the existing app. Please see our FAQ for instructions.

2) Reinstall the new version of our app. You can find the app on our Landing Page (or Google Play) and the Message of the Day.

3) Sign in with your credentials and attach the appropriate subscription.

Last Updated: April 16, 2017 at 10:48:41 AM

Is it possible to cancel the Remote Wipe?

Yes, it is. You have to ensure that the device is not on any network and uninstall the app before it is back on the network and recieves the Remote Wipe command. Otherwise, it's not possible to stop it.

Last Updated: April 16, 2017 at 10:50:47 AM

How do I assign a  new subscription to a device?

Via Settings

  1. Go to "Settings and Info" then to Subscriptions.
  2. Scroll to the bottom to "Details for Available Subscriptions"
  3. In the "Choose device" option box, select the device to which you want to assign the subscription

Via Device Details

  1. Click on the device name at the top (e.g. Ronnie) exposing the drop down
  2. Click Upgrade

Clicking on Premium Content

  1. Click on any multimedia related item such a Record Surroundings
  2. Click on Upgrade and your available subscription will be displayed for you to attach.
Last Updated: April 16, 2017 at 10:50:07 AM

How do I add a new phone to my account?

To add a new phone, just install our app on the new phone and sign in with your account credentials.

If you are adding the new phone to replace an existing phone, please follow the "Replace existing device" prompts during the install process.

Last Updated: April 16, 2017 at 10:48:05 AM

How to I replace SBU Manager or CatchMe with the new version of ProtectMe?

Simply follow these steps:
1) Uninstall SBU Manager or CatchMe
2) Install ProtectMe from Google Play or our Download site
3) When prompted for Replace Existing Device, choose the device to replace
Last Updated: March 27, 2017 at 1:43:54 AM

How do I make ProtectMe stealth or invisible?

We allow you to alternate between stealth and non-stealth as your requirements dictate.  Follow these steps while signed in to your account:
1) Click on Settings and Info
2) Click on Devices
3) Click on the Hide icon in the Action column
4) Confirm the popup after reading the notice
 
The Google Play version of ProtectMe DOES NOT support stealth mode.
Last Updated: March 27, 2017 at 1:43:26 AM

How do I make the app icon of ProtectMe reappear?

This is the same process as Hide (make stealth).  Follow these steps while signed in to your account:

1) Click on Settings and Info

2) Click on Devices

3) Click on the Show icon in the Action column

4) Confirm the popup after reading the notice

Last Updated: April 16, 2017 at 10:47:10 AM

Why should I verify my email address?

Verifying your email address with If You Can improves the security of your account with us. Once you've verified your email address, both your If You Can account password and access to your email account are required in order to make any changes to your account credentials, such as your password and contact email address. This helps further protect your If You Can account from being stolen by a potential phisher.

Last Updated: April 16, 2017 at 10:46:32 AM

Why are you always updating the app?  It's very inconvenient.

We know that it's not always easy to update the app, but whenever you can, you need to try. Android is always changing and the devices can perform poorly due to the number and quality apps...and we always add improvements to handle those scenarios.

Last Updated: April 16, 2017 at 10:46:07 AM

How do I delete my account?

Send us an email at support@ifyoucan.com or file a support issue and we'll do it for you.

Last Updated: April 16, 2017 at 10:45:40 AM

How do I delete an entire device from my account?

When signed in, go to  Settings and Info then proceed to devices.  Click on the delete icon and confirm.

Last Updated: April 16, 2017 at 10:45:14 AM

When I delete a device, is the data really gone?

Yes, when you delete a device, 100% of the data is removed from our systems.

Last Updated: April 16, 2017 at 10:44:46 AM

ProtectMe was prevented from recording this call because the microphone was not available.  What does this mean?

This happens when our app is prevented by Android from accessing resources on the device.  Android restricts access to prevent multiple apps from accessing the same resource simultaneously.  Many apps forget to release resources such as the mic.  In this case, we are prevented from accessing that resource until the device is restarted.

If you are seeing this problem, please restart the device.

Last Updated: April 16, 2017 at 10:40:37 PM

Why does ProtectMe only work when I open it on my monitored device?

Some of the more advanced Android devices have battery settings that restrict batter consumption of background services.  You can find this setting in Settings -> Battery.  The specific setting depends upon the particiluar deivce.  However, look for a detailed setting related to "background battery usage". 

Last Updated: April 17, 2017 at 12:16:58 AM