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General Questions

TrackView is a cross-platform software app that connects your smart-phones, tablets and computers,into a mobile security system with great features such as location tracking, video and audio monitoring, motion/sound detection, instant alert, route recording, and cloud recording, etc.

TrackView can be used in many ways in your every day life. The following are some typical application scenarios:

  • To find your misplaced or stolen mobile devices by location tracking, buzz and video/audio monitoring.
  • To monitor your home through video/audio surveillance on your mobile devices from anywhere in the world.
  • To detect different events such as motion, sound, and other sensor information in your home and to keep you alerted no matter where you are.
  • To find where your car is parked and to monitor what's going on around your car.
  • To keep your kids safe by tracking their locations and knowing their surroundings.
  • Remote video/audio monitoring and recording of interested parties and places.

You need at least two devices (e.g., smart phones, Tablets, and PCs) with TrackView installed in order to track or monitor each other. You would also need ONE Gmail account in order to login to TrackView software.

  • TrackView Android version supports devices (Cell phones and tablets) running Android 4.0 or above.
    [ Tip ] For Android devices that do not have Google Play Service installed, the location-tracking feature will not be supported. However, all video, audio, alarm and buzz related features are fully supported.
  • TrackView Window PC version supports XP, Vista and Windows 7/8.
  • TrackView iOS version supports iOS 8.0 and above.

Yes. You can still use Wifi and 2G data to use TrackView.

Yes. You can connect multiple TrackView installed devices with the same account from anywhere in the world as long as there is an internet connection.

Please download and install TrackView based on the type of your devices.

You need to login TrackView using your own Gmail account on multiple (at least two) of your devices, such as your smart phone, tablet or Windows PC. Once you login on these devices, they are connected together. You can monitor or track any of them from each device.
For details on how to use TrackView, please watch our online video here

TrackView Subscriptions

Please follow the steps below:

  • Launch and login to the TrackView app.
  • Goto TrackView Settings > Subscription.
  • Click on Mangage under the Current Subscription section.
  • On the next screen, you will
    • see the details of your subscription.
    • find the options to change or cancel your subscription, change your payment method, etc.

For subscription cancellation:

  • By cancelling, you are actually turning off the automatic renewal of your current subscription. Hence, your subscription won't change until your current billing cycle ends. Once your subscription runs out, your subscription will be cancelled, and your account will automatically be converted to TrackView free plan.
  • Upon successful cancellation, you will receive a confirmation email with the details.
  • Uninstalling the app will not automatically stop your subscription, because it's linked to your account.

Please follow the instructions below based on your TrackView device type:

  • Android or PC version

    • Launch and login to TrackView.
    • Goto TrackView Settings > Subscription.
    • Tap on the Restore button on the bottom of the page.
    • Wait till the loading circle stops spinning.

  • iOS version

    • Login to iTunes Store and App Store in your iOS device settings with your subscribed Apple ID.
    • Launch and login to TrackView.
    • Goto TrackView Settings > Subscription.
    • Tap on the Restore button on the bottom of the page.
    • Wait till the loading circle stops spinning.
    • Please be noted: If you have more than one Apple IDs, you have to uninstall TrackView first and then try above steps. Otherwise, you won't be able to restore your purchase. For more info, please visit here.

There are three types of subscriptions based on your TrackView devices:

Android Only iOS Only Cross-plaform
Supported Platform(s) Android iOS Android
iOS
Windows PC
Mac
Payment Method Google Play iTunes Credit card or Paypal
How to buy In-app purchase
(from Android version)
In-app purchase
(from iOS version)
- In-app purchase
(from Android, Windows, or Mac version)
- Restore your purchase on any devices

You can upgrade your subscription plan at anytime. For instance, you can upgrade from Silver Plan to Gold Plan. Depending on your current subscription type, please follow the steps below:

  • For Android-Only or iOS-Only subscription, the upgrade process is similar to your first time purchase.

    • Launch and login to TrackView on your Android or iOS device.
    • Goto TrackView Settings > Subscription.
    • Select the new plan you'd like to upgrade to.
    • Tap on the BUY button.

  • For Cross-platform subscription, the upgrade has to be done via Email.

    • Email support@trackview.net providing the following info:
      1. - Your Gmail account for current subscription
      2. - Your current subscription plan
      3. - The new plan you'd like to upgrade to
    • You will receive a confirmation email with all the details once the upgrade request is processed.

Payment adjustment:

  • The initial payment for the new subscription will be reduced by the pro-rated amount left in the current subscription period
  • The subsequent renewals of the new plan will be at the standard rate

Please be noted, you cannot change your subscription type by upgrading. For instance, if you would like to change from Android-only to Cross-platform subscription, you have to first cancel your Android-only subscription, and then purchase the Cross-platfrom one after your Android-only subscription cycle ends.

TrackView Refund Policy
We provide free plans and free trials to ensure you can "try before you buy" and help you find out whether the app is something you want. Because of our "try it before you buy it" approach, we generally DON'T offer refunds since you already tried it and decided to buy it. We send out a reminder message to the user's subscription Gmail account 3 days prior to the expiration of the free trial period and the first actual charge. In addition, you can cancel your subscription at any point in time.

However, we may help you with a refund in the following cases if reported in 7 days of your purchase:

  • Unauthorized purchase
    If the subscription was bought on your account or using your payment method without your permission, you may be able to get a refund.
  • Defective or accidental purchase
    If the TrackView version was bought by accident or isn’t what you expected, we may be able to help depending on your specific situation.
Refunds requested more than 7 days after your initial purchase date will NOT be processed.

If you believe you are eligible for a refund, please email support@trackview.net providing the following info:

  • Reason for refund
  • Your subscription Gmail account
  • Your current subscription plan and purchase date
  • Your receipt
Once your refund request is processed, you will receive a confirmation email with all the details. Depending on your bank, the refund should appear on your credit card or Paypal statement within 3-5 business days upon us notifying you.

It's possible that:

  • Your payment or subscription just hasn't been processed yet, or
  • The plan info hasn’t been synced with the server due to network delay, or
  • you are logged into TrackView using a different account other than your subscription account.

If you have successfully made your payment (and logged in using your subscription account), your can try restoring your purchase by:

  • Clicking on the Restore button on the Subscription page, or
  • Signing out of TrackView, then signing back in.

If you still have difficulty restoring your purchase, please contact us at support@trackview.net.

TrackView Login

First, you need to have a Gmail account and make sure all your devices are connected to the Internet (either through WiFi or 2G/3G/4G network). Then, please follow the steps below to login TrackView:

  1. Enter the "Device Name" with a unique name, e.g., babycam.
    A Device Name can contain maximum 7 alphanumeric characters (letters A-Z, numbers 0-9). If left blank, it will be auto filled with "Dev****", where **** is a random number generated by the app.

  2. Click the "Sign in with Google" button
Repeat step 1 and 2 on your other devices. Please make sure to use the SAME gmail account, and give a UNIQUE nickname to each of your devices.
For more information, please watch our online video.

You can apply for a Gmail (Google) account at https://accounts.google.com. You can start to use TrackView after you establish your Gmail (Google) account.

Sorry but we cannot help you to recover your password. Only you, the Gmail account owner, can recover your Gmail password. As stated clearly in our User Policy:

"TrackView will not access or store your third-party account password in our server. All passwords will remain confidential to the user. Please keep your account and password secure and safe. If any unauthorized use of your account is found, please follow the procedures and policies of your account provider to solve the problem."
To solve your problem, please go to https://www.google.com/accounts/recovery to recover your password on your own. Or you can apply for a new Gmail account here: https://accounts.google.com/SignUp

You can give any name you'd prefer, such as “Door” “Home” “123”. A Device Name can contain up to 7 alphanumeric characters (letters A-Z, numbers 0-9). It's important that you give a UNIQUE name for each of your devices, so that you can distinguish them.
If left blank, it will be auto filled with "Dev****", where **** is a random number generated by the app.

Please go through the troubleshooting checklist below:

  1. Use a valid Gmail account to log in. We only support Gmail account login. If you do not have one, you can apply for a new Gmail account here: https://accounts.google.com/SignUp.
  2. Make sure you enter the correct Gmail password (the same password when you login your Gmail).
  3. Make sure your device has a decent network connection, as all TrackView services have to rely on certain level of network support.
  4. If your network is protected by a firewall software, please make sure the firewall setting doesn't block VOIP applications. If the firewall setting cannot be changed, you can simply switch to a celullar network.
  5. If you have checked items 1~4 and still cannot login, mostlikely Google has blocked your login from third party Apps.
    • You should have received a warning email from Google. Please open that email and follow the steps in that email to enable the login from TrackView.
    • If you didn't receive any warning email from Google, you still can change your Google account setting on Google's website https://www.google.com/settings/security. For the "Account permissions" section, please enable "Access for less secure apps".
If you have checked all the items above but still have trouble to login, please feel free to contact TrackView Support Team at support@trackview.net. We will be more than happy to assist you.

Currently, the Device Name can only be entered on the login page.

  • If you haven't logged in
    Just re-enter your desired device name in the field of Device Name which is right above the login button on the login page. Then click on the login button to login.
  • If you are already logged in
    You need to logout first. You can find Logout option from the dropdown TrackView system menu (three vertical dots). Then you can re-enter your device name and log back in again.

You don't have to cancel your previous Gmail account, as TrackView doesn't access or store your Gmail account info. To switch to another Gmail account, you can simply logout TrackView from your old Gmail account and login again using the new account.
When you switch account, please make sure to do so on all your TrackView devices.

You just have to manually logout from TrackView on that device, and it will become disconnected and disappear from your other TrackView devices.

No, Gmail is the only supported third-party login method. If you attempt to use a non-Gmail email address to login, TrackView won't be working properly.
If you don't have a Gmail account, you can simply apply for one on Google's website.

Video Monitoring with TrackView

Please check the network connection and the status of the remote TrackView device.

  • TrackView is designed to handle the most adverse network conditions. However, sometimes the Wifi or 2G/3G signals may be too weak, thus there may not be enough bandwidth to transmit video and audio.
  • For an Android device, if it is left unplugged and stationary for a period of time with the screen off, the device may enter Android Doze mode. In Doze mode, the system prevents apps from accessing the network and defers their jobs. In such case, TrackView cannot stream the video without network connection. User has to change the settings on the remote device to prevent it from entering the Doze mode.

During video streaming, the data consumption would be heavily dependent on the network condition. Under normal condition, it would roughly consume about 100-200MB per hour.

Please be noted, there is almost no data consumption if you do not start the video monitoring session.

TrackView does run in the background on iOS devices. However, iOS doesn't allow apps to open camera in the background. Hence, users have to manually accept the TrackView video call when TrackView is running in the background on the monitored iOS devices. This behaviour is different from that on Android.

There is no time limit for the recording from our software. However, since all recorded files are stored on your own device's local disk (your monitoring phone, or PC etc.) or in your cloud storage (Google Drive), the recording time actually depends on the available memory. If you are recording from your PC, you probably could record for several months, as it has lots of disk space. On you iPhone or Android phone, you probably can only record 4 hours for every Giga Byte of flash.

Currently the recorded video is in either .mp4 or .tvr format. You can browse the list of your recorded files on the "Recordings" tab of TrackView.

.mp4 format
  • .mp4 is the standard and most commonly used video format supported by all mainstream video players.
  • Just tab on the file you'd like to play on the "Recordings" tab, and select a player on the popup window.
.tvr format
  • .tvr is a legacy TrackView proprietary format and can only be played by TrackView.
  • From the "Recordings" tab, tap the .tvr file you'd like to play and it will be played inside the TrackView app.
  • You may choose to transfer your recorded videos to your computer and then play those files from TrackView PC version. The PC version can be downloaded from Our Website.
Convert .tvr to .mp4 format
  • We provide a free video conversion utility software (Windows PC version only), which converts a .tvr file to a .mp4 file.
  • It can be downloaded from Our Website (scroll down to the bottom of the page).

  • For Android devices, you can obtain your videos by the following steps:
    1. Connect your devices to a PC or laptop via a USB cable.
    2. Browse to folder /TrackView in your device.
    3. Select and copy all the video files (in .tvr or .mp4 format) to your PC or laptop.
  • For iOS devices, you can use File Sharing to copy files to your PC. See intructions on Apple's website.

You could delete files by folders. Just long press the video folder on the TrackView “Recordings” tab, and tap the Delete button.

TrackView provides a cloud backup option, which is enabled by default. If you deleted your files on your local devices, you could still recover them from your cloud storage. However, if you choose to disable this feature, then unfortunately there is no way to recover the deleted video files.

The recorded videos reside either on your recording devices or in your cloud storage per your reference. TrackView doesn't store centrally or have access to your videos.

This is a known bug in Android OS. As a workaround, you need to reboot your Android devices, and re-connect it to your PC. After that if you still cannot see your recorded files, please manually goto the TrackView playback tab (This may force the cache coherence) and wait for a while for the files to show up.
You may also find the following online discussion helpful to your case:

Location Tracking with TrackView

Please first make sure to turn on the GPS and network-based location options on the target device, so that the location information can be determined more accurately. However, the location accuracy also depends on several different factors. For example, having a very weak or no GPS signal will result in a less accurate determination of location, like inside a building. TrackView also uses network information to determine location.

On the location tracking page (map view), tap the satellite button on the left of the bottom menu bar and the satellite mode will be started. Tap the same button again to turn off the satellite mode.

This feature will be released soon.

No, TrackView doesn't work that way. You have to download and install TrackView on your devices, and then use your Gmail account to login on multiple of your devices before you can use it for tracking.

Privacy and Security

Our App is very secure. It's probably the MOST secure app in the market. When we designed the app, user security and privacy are the two major issues we wanted to address. For that TrackView uses a highly encrypted P2P connection through Google authentication. You must have the same GMAIL account logged in to both devices in order to connect. That means ONLY you can monitor the places you want to monitor. Any other devices simply CANNOT connect. Your Gmail account password is very important, so please keep it safe and secure.

No. We cannot access your Gmail account or password. We choose Google account authentication, instead of our own server to protect user's privacy. The Google Gmail password is directly authenticated by Google without going through our server. This will guarantee that even we, the developers, can NOT connect to your devices. The user is the only one who can access to the devices.

Miscellaneous

It means your download is not completed, which is possibly caused by unstable network connection. Please try downloading it again, and verify the total file size to be around 12.5Mbytes.
You can also get our app from following well known public server (could be faster and more reliable):

  • FindmySoft
  • CNET: You could use the "Direct Download Link " under the green download button to avoid downloading other unnecessary apps CNET packed with ours.

The "sleep mode" and/or "battery saving" apps may cause connection problems, since they cut off the WiFi connection when the smart phone is idle. To ensure the TrackView connectivity at any time, you could make your phone always on by turning off the sleep mode:

  • Go to Settings -> Wi-Fi
  • Find Advanced options and click on it
  • On the Advanced Wi-Fi configuration page, click on "Keep Wi-Fi on during sleep" and choose "Always"