FAQ

Common Ordering Questions

How do I signup for Mobile Spy online?
After you have decided to purchase, go to the purchase page. Click the Buy Now link for the billing frequency you would like. Follow the screens and enter the requested information to purchase online. We accept VISA, Mastercard, Discover and American Express credit cards for online purchases. After your order completes you will immediately receive an email containing a link to download your software and instructions for installation/usage.

What charge will show on my card?
The charge for any software on our site will appear as "Avangate.com/retinax.com - +31 88 000 0008."

What is your refund policy?
As with all competitors, we do not issue refunds for simply changing your mind. If you experience troubles with our software we will work with you to resolve the issues in a timely manner. If the issues can't be resolved you'll receive a refund. We reserve the right to refund an order and discontinue support and service if you are threatening us or we determine you are using the service for disallowed purposes. All refunds result in immediate discontinuation of service and support. All sales are final.

Do you take orders by phone or mail?
Yes. To order Mobile Spy by toll-free phone or mail, first go to the purchase page. Click the Buy Now link for the billing frequency you would like. Then enter your information so it will be in our system. At the bottom of this page there will be a field called "Payment Type". In the field, select "Phone" or "Mail" and click "Next". You will then be taken to a page that gives you a reference number and a toll-free phone number to call or address to send to.

What is your privacy policy?
It is company policy that our customer databases remain confidential and private. We have not, will not, and won't ever sell names to "spammers" or other parties who would like to use our databases to advertise or solicit their products or services. Our products do not collect any information from your phone other than the information required for the products' successful operation.

Do you provide technical support?
Yes. After your purchase you will receive a premium software product with step-by-step instructions, updates for life, online & toll-free technical support for life. In the rare case of a problem, our support team will give you step-by-step instructions to correct your issue. 100% Guaranteed.

How do I cancel my subscription?
If you are a previous customer with a subscription and wish to cancel it, just contact us either by online or by phone at 1-(888)-475-5345 to let us know you wish to cancel. Your subscription will be canceled at that point and no further billing will ensue. Also, your Mobile Spy account will be disabled at that time from further use. It is recommended once you cancel your subscription to remove Mobile Spy from all devices associated with your account.

Do you provide software updates?
Yes. As long as you are a Mobile-Spy subscriber you will receive the latest upgrades to the software free of charge. We announce any software upgrades through your online account main page.

Common Technical Support Questions

• Does Mobile Spy work on my Phone?
• Will users know Mobile Spy is installed or running?
• What are the basic steps for installing?
• How do I create my account?
• I created my account. What's next?
• I am receiving an Invalid Login message on my phone!
• Why Are My GPS Logs Not Being Uploaded?
• How do I change settings?
• How do I change my password?
• How do I remove Mobile Spy?
• How long are my logs stored on the server?

Does Mobile Spy work on my phone?
Mobile Spy works on smartphones that run the BlackBerry, iPhone, Windows Mobile, Android or Symbian OS operating system. A partial list of compatible phones can be found here. When looking at these images in consideration of having a smartphone that will be compatible with the Mobile Spy software, please be aware that compatiblity means not only the Make / Model of the phone, but also the Firmware / Operating System Version that is running on the phone. All compatible operating system versions are listed in their appropriate sections. Your phone's account must have Internet access to upload logs.

Will users know Mobile Spy is installed or running?
Mobile Spy uses the latest innovations in mobile monitoring to keep your monitoring safe, stealthy, and secure. The program starts every time the phone is powered on and remains hidden from view. The program has no icons on the phone and its files are extremely camouflaged. So it is your responsibility to notify any user they are being monitored.

What are the basic steps for installing? / How do I create my account?
No matter which smartphone you have, the first step to installing Mobile Spy is to create your account online. You can do this on your computer. Just go to the registration page and create your trial or full version account according to the instructions on that page. After you have created your account, go to the instructions page in the next question for whichever type of smartphone you have. For more details on registering, see the User Guide.

I have created my account. What's next?
After you create your account, you should visit the installation instructions page for your operating system below. It will describe in detail how to install Mobile Spy directly onto your phone that you plan to monitor.

I am receiving an Invalid Login message on my phone!
You might have recently changed your password inside your Mobile Spy account. The phone will need to be told the new password. If this is not the case, then your trial period or subscribed period has expired. If your subscription period has ended, please renew your subscription and contact our Technical Support team at 1-(888)-475-5345 so they can re-activate your account so you can continue to use the same Mobile Spy account.

Why Are My GPS Logs not Being Uploaded?
GPS Logs are recorded in version 3.0 or later on iPhone, Android, BlackBerry and Symbian devices. Your device MUST have a built-in GPS receiver for GPS tracking to work. Locations are uploaded when a GPS signal is available. Mobile Spy can get a location ONLY when the GPS receiver in the phone can receive a location. If no location can be found, then no data can be uploaded. Also, if your service provider charges for GPS services, make sure your phone plans have this feature in order for GPS locations to be captured.

How do I change logging settings?
For Windows Mobile and Symbian OS phones, you should open Mobile Spy on your phone by using the secret key sequence. Just dial #123456789* and wait for the login screen to appear. The call will disconnect. Then click Options and change the settings to meet your needs. Then when you are finished, select HIDE to hide the program. Note: The Android version's default key sequence is *12345#, iPhone is *12345, and the BlackBerry is #10001*.

How do I change my Mobile Spy password?
To change your password, first login to your account. Then click the "Change Password" link on the left side menu. Enter your current password and the new password twice to confirm.
IMPORTANT NOTE: If you do this you will also need to change it on your phone. Otherwise Mobile Spy will display an Invalid Login message.

How do I remove Mobile Spy?
You can uninstall Mobile Spy directly through the interface. Just dial the secret key sequence to bring up the interface. Next, click Uninstall once inside the interface. Once the phone uninstalls Mobile Spy, power it off and then back on. For Windows Mobile devices, follow these uninstall directions to remove Mobile Spy from the device's registry. For iPhone, you would remove Mobile Spy through Cydia by following these uninstall directions.

How long are my logs stored on the server?
All logs stored on our Mobile Spy server are subject to deletion after thirty (30) days. We encourage customers who wish to keep records of their logs to back them up into a CSV format file inside the web panel by clicking on the "Download CSV' link on each log page.

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