Technical Support

Why Is My Tracking Device Displaying A Location In Chicago?

Check if your device is on. For the Konenct, press the on/off button on the side using the tool provided. Watch for flashing LEDs. If they appear, take your device outside for a 10-minute walk or drive. It's updated when you see three solid green LEDs.

My Tracker Isn’t Updating Its Location After A Walk Or Drive. What Should I Do?

Make sure your device is on by looking for flashing LEDs. Place it on your vehicle’s roof or somewhere similar, and wait for it to enter sleep mode (all lights off). Wake it by moving it. If you don’t see three solid green LEDs soon, reach out to our technical support team.

How Can I Change My Subscription Plan?

To change your subscription plan, open the SilverCloud App and go to "Manage My Devices." You'll find options there to upgrade or downgrade your plan as needed.

I Only See A Map Of The United States When I Log In. What Should I Do?

It's likely you haven’t finished the activation process for your real time GPS tracker. Make sure to complete it to start tracking accurately.

Why Are There Only Two Solid Green Lights On My Tracker?

Your GPS tracker likely hasn't fully connected to the required signals. To ensure a complete connection, take it out for a 10-15 minute walk or drive, which should help it update on your account.

How Do I Know If My GPS Tracker Is Fully Charged?

When connected to the charger, you'll see a solid red light near the charging port, indicating it's charging. Once the red light turns off, your tracker is fully charged at 100%.

How Can I Access Historical GPS Tracking Data And Generate Reports?

You can view limited historical playback through the mobile app. For more detailed reports, use the desktop software via the website tracking interface. Please note that you can only access data going back up to one year.

Why Isn’t The Battery Life Updating On My Account After Charging?

Ensure your tracker has network connectivity to refresh its details. After fully charging, carry it outdoors and hold it for a few minutes. This will help update the time/date stamp, location, and battery life on your account.

I Want To Deactivate My GPS Tracker. What Do I Need To Do?

To deactivate your device, follow these steps:

  1. Open the SilverCloud App on your smartphone and log in to your account.
  2. In the app, tap the three parallel lines or the Settings button, then choose "Manage Devices." You can deactivate or make changes to your plan from here.
  3. On the website, click the Silver Cloud icon at the top left after logging in, then go to "My Subscriptions." Select "Deactivate" or "Change Plan" as needed.

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