FAQ
App
The white screen issue usually happens when the app can’t access the internet or the internet has a restriction.
Please try these steps:
- Close the app – Completely close the app and reopen it (don’t minimise it)
- Check your internet connection – Please try on both WiFi and cell phone data
- Turn off any VPNs or blockers – These can interfere with the app.
- Avoid public/work WiFi – Try mobile data or a different network instead.
The white screen issue usually happens when the app can’t access the internet or the internet has a restriction.
Please try these steps:
- Close the app – Completely close the app and reopen it (don’t minimise it)
- Close the app – Completely close the app and reopen it (don’t minimise it)
- Check your internet connection – Please try on both WiFi and cell phone data
- Turn off any VPNs or blockers – These can interfere with the app.
- Avoid public/work WiFi – Try mobile data or a different network instead.
If you’re logging in for the first time, you’ll need to set it up using a temporary one:
- Check your inbox for an email with the subject ‘Your Account Details for Tranquil App’.
- Copy the temporary password from that email.
- Open the app and paste the password into the password field to log in.
- Once logged in, you’ll be prompted to create your own password.
If you’re logging in for the first time, you’ll need to set it up using a temporary one:
- Check your inbox for an email with the subject ‘Your Account Details for Tranquil App’.
- Copy the temporary password from that email.
- Open the app and paste the password into the password field to log in.
- Once logged in, you’ll be prompted to create your own password.
If you’re still having difficulties resetting your password, please get in touch.
On Android there is an app bug causing the latest location to not refresh in the app unless it is completely closed and reopened.
This will be the reason why you cannot see the latest location, as the app needs to be closed and reopened.
This bug is only present on Android phones and we hope this will be fixed within the next few weeks.
iPhones should not have this issue. If the device is not updating, please make sure it is in an area where it has a good cell signal and that the device has left the home area. This will be signified by the ‘wearer is at home’ banner disappearing.
If the device is indoors, the device should start updating once it goes outside, as GPS does not work when the device is indoors, due to obstructions to the satellite’s view.
Here’s a brief explanation of each type of location pin you may come across on the smartphone app:
- Yellow = Regular GPS tracking pin
- Purple = The latest available location.
- Blue = When an alarm is triggered at that location, e.g. when the user presses the SOS button
- Gray = Inaccurate tracking pin when GPS is not available, uses cell networks to get a location as a backup (rather than no location at all when GPS is not available). These can be ignored, unless if you’re looking for the user, in which case they will provide a rough location until a more accurate GPS location can be found.
Gray pins are inaccurate tracking pin when GPS is not available. They use cell networks to get a location as a backup (rather than no location at all when GPS is not available).
These can be ignored, unless if you’re looking for the user, in which case they will provide a rough location until a more accurate GPS location can be found.
Watch
Sometimes when the watch is kept in a room with bright lights, or there is something obstructing the sensor on the watch, the time may not calibrate correctly, leading to it dragging or rushing.
If the time is wrong on the watch, you can calibrate it by going to Settings>Fix Watch Hands in the Tranquil App. It can also help to place it on the dock for 5-10 minutes.
We don’t recommend pressing the fix watch hands button often, as it can cause errors.
Sometimes when the watch is kept in a room with bright lights, or there is something obstructing the sensor on the watch, the time may not calibrate correctly, leading to it dragging or rushing.
If the time is wrong on the watch, you can calibrate it by going to Settings>Fix Watch Hands in the Tranquil App. It can also help to place it on the dock for 5-10 minutes.
We don’t recommend pressing the fix watch hands button often, as it can cause errors.
To ensure the GPS is working correctly and to troubleshoot the tracking issue, please ensure the GPS Watch is fully charged and take it on a short walk (at least 15 mins).
The reason for this is it gives the GPS tracker ample opportunity to send information frequently and more accurately to the satellites and pinpoint the location of the tracker unobstructed by hard materials such as roofing and car metals
The reason that it needs to be 15 minutes is that the watch has a 5 minute exit timer, before it alerts you that you’ve left home.
There aren’t many instances where you should need to reboot the watch, but as with any tech, it often won’t hurt if things don’t seem to be performing as expected!
Please try and reboot the watch by doing the following:
- Press and hold the crown button (on the side of the watch face) for 2 seconds.
- Whilst still holding the crown button, place the watch on the dock.
- Keep holding the crown button, and you’ll hear a loud beep.
- As soon as you hear the loud beep, release the crown button and the screen should turn off.
- Leave for a few seconds for the connection to re-establish.
If the crown button is pressed longer than the beep, the reboot may not work, so please try again if this happens
Mini Beacons
The batteries in the mini beacon can last up to 24 months depending on the usage conditions.
To ensure continuity, we recommend changing them every 12 months.
The Mini Beacon requires a CR2477 battery. We recommend purchasing a reputable brand e.g. Panasonic.
If you prefer written instructions, follow these steps:
- Insert a quarter sideways into the slot on the back of the mini beacon.
- Twist it anti-clockwise to unlock and remove the cover.
- Take out the old battery and insert a new one.
- Replace the cover and twist it clockwise with the quarter to lock it back in place.
Billing
In order to subscribe again on the same subscription plan, go to your account section → My Subscription → view (on the cancelled subscription) → reactivate
Your subscription will be automatically activated, using the previously registered payment card.
If the payment card needs to be changed, this can be done by going to your account section → Payment methods → Add payment method (select the checkbox for the option “Update the Payment Method used for all of my active subscriptions. (optional))”
In order to subscribe again on a different subscription plan, please do the following:
- Select the subscription plan here
- Select ADD TO CART
- Fill in your details and proceed through the checkout
Please let us know when this is done, so your device can be reactivated again.
