FREQUENTLY ASKED QUESTIONS

Got Questions? We’re Here to Help.

WHAT IS THIS "HEY SIRI, SEND SOS" FEATURE ON THE IPHONE?

Using Siri shortcuts we have added this feature where when you say out loud "Hey Siri, Send SOS" (after setting up the app and Circle on your iPhone) your iPhone will trigger an SOS alert with your latest location (subject to GPS accuracy) to your circle members. You need to have an active connection on your phone to send the alert due to the limitations of Siri. You can also change the command to your choice by tapping on the "info" button on the safety screen of the app (Only available on the iPhone/iOS version of the app)

I AM CHANGING MY PHONE, WHAT DO I DO TO KEEP FAMILY360 THE SAME AS I LEFT IT ON MY OLD PHONE?

First, go to the menu>profile option on the app, check the email you have used to log in with, and remove the app/log out from the older device. On the new phone, install the app, log in with the same email, and use the same method (login with Google/Apple/Email) and start where you left off on the older phone.

I HAVE A MOBILE PHONE AND A TABLET, AND I WANT TO USE THE APP ON BOTH DEVICES AND CHECK THE LOCATION OF MY CIRCLE.

Each phone is uniquely identified with an email. You should not use the same email to log in on more than one device, doing so will cause issues in your location updates. It is crucial to use different emails on different devices, If you only have one email, you can use the login with email option of the app, it will give you the option to create a family360 account on any device without the need for another email. If you have a tablet and a phone, use the primary email on the device you carry with you and use another email on the tablet and join both devices in your circle with the invite code, this way you can monitor your phone and tablet without any issues.

MY APP DOESN'T SHOW THE PROFILE PIC OR DP OF MY CIRCLE MEMBERS, WHY?

We changed the way we display the profile picture, please update the app to the latest version from www.onelink.to/family360

WHAT DOES THE ANDROID APP'S 21-DAY FREE TRIAL IMPLY? HOW DO I CANCEL IT? WHY IS THERE A TRIAL WHEN OTHER APPS DO THE SAME THING FOR FREE?

Don't worry; unless you purchase an upgrade, you won't be charged once the 21-day free trial ends.
We value your privacy and do not sell or share your location data with other parties or display adverts.
To stay afloat, our organization is entirely reliant on premium membership purchases.
If you can't afford the membership but still want to use the basic app, we can provide you with free access if you send us an email.

[ANDROID SPECIFIC] SHOULD I TAKE THE INDIVIDUAL PACK OR THE FAMILY PACK, I ONLY HAVE TWO DEVICES IN MY CIRCLE.

The individual pack is only to support our legacy users or solo travelers who want to record their location history and track their phone, back in the day we only had individual packs on the app so there are many users who are still active on the subscription. It is definitely recommended to get the family pack because the location history past 3 days is only recorded for premium users (in accordance with our privacy policy) if your family members are not premium their 30 days' location history will not be shown on your phone, the family monthly pack is cheaper than two individual packs, so a family pack would be a better option even if you have two members in your circle. In case you have any doubts/confusion you can always reach out to us from inside the app using the menu > help and support > send message option.

HOW TO USE FAMILY360 ON ANDROID FOR FREE AFTER THE TRIAL?

After the trial ends, when you see the screen that says "Trial expired, upgrade to continue" find the option that says "Request free access" tap on that, send the prewritten email and you shall get the promo code to get free access.

I AND MY CIRCLE MEMBERS ARE GETTING SPAMMED WITH ARRIVAL AND EXIT NOTIFICATION EVERY 15 MINUTES WHAT TO DO?

Please check if all the members in your circle have the latest version of the app.
Also, delete all the places in your circle and re-add them after updating the app to the latest version.

CAN I USE THE APP ON MY WINDOWS PC OR MAC?

Currently, there is no direct support for Windows or Mac OS, but if really important you can use BlueStacks software, just install BlueStacks and download the app inside BlueStacks and use it like you would on a tablet. https://www.bluestacks.com/

I HAVE AN IPHONE IN MY CIRCLE, BUT IT NEEDS NOTIFICATION PERMISSION ALL TIME. I AM TRACKING MY ELDERLY PARENT WITH DEMENTIA; HOW DO I MAKE THE APP WORK WITHOUT NOTIFICATIONS ENABLED?

The notification permission is essential for our system to update the location on iPhone when the app is closed. You need to set the allow notifications to ON all times on an iPhone for Family360. You can disable all alerts and sounds and badges and then won't get any notification, and the app shall keep working.

HOW TO OPTIMIZE BATTERY USAGE?

We tried a few different approaches to keep battery consumption low while maintaining maximum performance. To keep battery consumption low, turn off GPS when you're at home or not moving; this will prevent periodic location checks from draining your battery, and turn on GPS when you're moving; this will keep everyone updated and your battery healthy.

THE APP IS VERY INACCURATE, IT IS SHOWNING MY SPOUSE SEVERAL METER AWAY FROM ME AND IS ALSO SHOWING MOVEMENT WHILE WE ARE SITTING ON THE SAME COUCH.

The phone-grade GPS is not very accurate, the location of the device is determined by its hardware and other technologies which are not related to the app. Keeping WIFI ON (even without an active connection) on all devices in your circle can improve location accuracy. 
Sometimes, the GPS tries to lock in the location it changes its location which may show incorrect movements on the map, this shall get right in some time automatically. 
Inside buildings, the location will be a bit inaccurate compared to open roads. In some phones, if the battery saver is ON the accurate location is not fetched by the device. You can see a blue circle around the marker on the map, which means the person is likely to be in this blue region, as soon as the location accuracy improves the radius of the circle shrinks. if the app is highly inaccurate on your phone, try a reboot of the phone followed by a fresh installation of the app. In most cases, the location shall correct itself on its own in some time.

IS THERE AN APPLE VERSION?

I HAVE ALREADY PAID FOR PREMIUM BUT THE APP STILL ASKS ME TO UPGRADE?

Premium membership is given to the email you were logged on the app when you purchased the premium pack, logging in with any other email won't have the membership automatically, please log out and log in with the email you used while purchasing the premium.
If it doesn't help please contact us at testlab.dev.ic@gmail.com

I HAVE PURCHASED A FAMILY PACK BUT MY FAMILY MEMBERS ARE GETTING ASKED TO UPGRADE?

Family packs can be extended to up to 6 people, but it doesn't work automatically. 

If you open the app and go to the premium screen and tap on manage linked premium you'll see a list of people in your circles. 

You need to set them to premium yourself to make them premium. 

Please check if you have done this once, do it again and check if this fixes the issue otherwise share the email and details at testlab.dev.ic@gmail.com

MY SPOUSE/CHILDREN CLAIM THEY WERE AT DIFFERENT PLACES, AND THE APP REPORTED THEM SOMEWHERE ELSE. WHO DO I BELIEVE?

As much as we'd like the GPS technology to be very precise in pinpointing the location, currently, it's not that great. A device's location is determined by several factors, including signal reception quality and other technological aspects. The location can be reasonably inaccurate at times (keep WIFI ON at all times if you'd like the best available accuracy). It would be best if you did not hold it against your family. The blue circle around the person on the map is where We could locate the person with 70% accuracy only. You should expect the location to be accurate up to 150 ft at most.

EARLIER I WAS GETTING NOTIFICATION ALERTS, BUT I DON'T GET ANY NOW WHAT TO DO?

Check if you enabled alerts for a particular place in your "Places" screen you can also manage your alerts individually for each member.

HOW TO IMPROVE LOCATION ACCURACY? SOME MEMBERS ARE SHOWN TO BE MOVING AT NIGHT EVEN WHEN THEY ARE SLEEPING

Location is calculated by the signals received from the mobile, sometimes when the GPS narrows down the location it can be shown as moving on the map. Sometimes, the location may also seem to be moving to and fro from a point, restarting the device may fix the issue.

Enabling WiFi can significantly boost location accuracy.

Some regions may not give high accuracy because of weak signal reception from the satellites.

WHAT IS THE NEW WATCH OVER ME FEATURE? WHAT DOES IT DO?

Traveling with your dear ones keeps you happy; traveling alone keeps you concerned and conscious. News about several nasty en route incidents keeps your parents worried until you reach the destination. Fear no more! Introducing, watch over me! Your caring companion en route.

What is this most loving feature - Watch over me?

• Just tapping watch over me extracts your current location and plans a journey from there by specifying your destination and an optional note.

• Your circle members will get notified about the same, with details around possible routes and expected time to reach.

• Users can send a high-priority notification SOS if they feel uneasy or sense any mishap.


What problems does it solve?

• The concerned ones need not ask multiple times where you are. They can check it on the map!

• They know your exact location and thus can reach you at the earliest in case of any unfortunate incident.

• They can know and call/reach you if you get distant (In case your grandfather forgets the route or the driver takes your kids from shady routes) from the correct route to your destination or if you are late from the estimated time of arrival.

Team Family360 is on its toes to help ensure you a safe journey. Please use this feature and do share your feedback!

CAN I KNOW IF ANYONE IN MY CIRCLE IS SPOOFING THEIR LOCATION VIA SOME TOOL?

In most cases, Family360 will detect it and show an error message that says "Location is probably spoofed". We have the technology to detect spoofed locations.

LOCATIONS OF SOME MEMBERS IN MY CIRCLE ARE NOT UPDATING

Please check this link

FAMILY360 IS ONLY SHOWING MY LOCATION EVEN AFTER SIGNING UP FROM OTHER DEVICES WITH MY EMAIL.

Every device is uniquely identified with an email, please make sure to log in on different devices with different emails. You can find the email you used to sign up on the app under in profile and settings screen.

HOW DO YEARLY AND MONTHLY PREMIUMS WORK?

With a monthly pack, one person becomes a premium user for one month.
With the yearly pack, you + 5 members become premium for a year.

IF THE APP DOESN'T WORK PROPERLY AFTER UPGRADING TO PREMIUM, IS THERE ANY WAY TO GET A REFUND?

Subscriptions are managed by Google play, and we do not provide trials because of some intrinsic reasons. However, you can ask for a refund from Google Play by contacting them within 72 hours.

After 72 hours, the window for the refund will close.

Most of our features are entirely free and enough to test if the app works for you and your family.

Contact at testlab.dev.ic@gmail.com in case there are any issues. Nearly all the problems can be fixed if you follow the suggestions from our support team representative.

HOW TO CANCEL MY SUBSCRIPTION?

You can cancel your Family360 subscriptions from the respective app store under my subscriptions and cancel for Family360.

Tap to cancel subscription from Google Play

HOW TO HIDE MY LOCATION SO THAT I CAN SEE MY KID'S LOCATION BUT THEY CAN'T SEE ME?

Open Family360.
Tap on the gear icon on the map.
Toggle the switch to disable location sharing with the circle.
Your location will not be updated anymore and it will keep showing you at the last location till you re-enable location sharing with the circle.