FAQ

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Using this GPS tracker?
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Most offline issues are caused by either the device being switched off or not having mobile signal. You can find out what’s wrong by checking the light on the front of the device.

A device which is offline will say offline rather than static or moving. 

 
Offline
 

 

If you CAN see a flashing light, the device does not have sufficient mobile signal.Please try the following:

  • Move the device near a window or go outside to improve signal strength.
  • If you live in an area with poor signal, try taking the device to a location where you know the reception is better

If you CANNOT see a flashing light,, this usually means the device is switched off.Please place the device on charge. It should play a jingle and turn on shortly after. The light on the front will also come on to show it’s charging. You can also press the SOS button for 3-4 seconds.

If you’ve taken the device to an area with good signal and the light is still flashing, the SIM card might have been removed.

  1. Find the small slot on the side opposite the charging port.
  2. Use tweezers or a small tool to push the SIM card in until it clicks into place.

The gold side of the SIM should face the same way as the small tile on the tracker.Once the SIM is inserted correctly:

  • Reboot the device by pressing and holding the SOS button for 4–5 seconds, until you hear a chime that goes down in pitch (this means it’s turning off).
  • Then, press and hold the SOS button again for 4–5 seconds to switch it back on.

To troubleshoot the tracking issue, please ensure it’s fully charged and take it on a short walk (at least 15 mins) with the tracker set to update every minute.

You can change how often the location updates on the AIBEILE app by tapping More → Settings → Working mode and then select the ‘Tracking every 1 minute’ option and press ok to confirm this.

You can also press the manual update button to help force the device to update.

The reason for this is it gives the 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.

If you’re logging in for the first time, make sure you’ve double checked that the ID is correct. It should be a 10-digit number with 170 at the front. 

When you’re first logging in, you can enter your ID number and your temporary password.

Once you have set your password, it often saves the temporary password in the login fields. If you delete it and type in your password again, you should be able to login with no problems. 

If you have been a long time user and have forgotten your password, please send us an email or use live chat in the bottom right corner, as we can assist with resetting your password!

You need to press the SOS button for about 5 seconds to make sure that the SOS alert triggers.

You should receive a notification in the app when the SOS button is pressed successfully. 

If you’re having difficulties making a call, please double check that your number has saved in the emergency numbers section. Try entering your number with both a +44 in front e.g +447123456789 and then if that does not work, try it with just a 0 in front e.g 07123456789. 

If it still doesn’t make the call, try calling another number with the tracker, as it might be an issue with your phone. 

There are a few factors that may be draining the battery on the Waterproof GPS Keyring:

  • If the device is constantly physically moving, the device won’t be able to go into sleep mode to save battery e.g it’s always around the wearer’s neck. If possible, have it on the side or stationary in a bag when not being used.
  • The manual update button is constantly pressed (the button in the top right of the map view on the app, which looks like an upside down teardrop). Avoid pressing the manual update unless necessary.
  • If there are many calls to/from the device, or the SOS button is pressed very often. Do not call the device regularly unless absolutely necessary
  • If the user goes out a lot, the battery will be used up quicker. The battery estimates are based on the user going out for 2 hours a day.
  • If the device is in a poor signal area, it’ll use more battery when disconnecting and reconnecting to the network.

Please see if any of the above points may be affecting the battery life of your device and let us know if it doesn’t seem to be improving.

Every tracking device available is less accurate indoors (and in vehicles) than outdoors, unfortunately this is just a limitation of the technology which is out there at the moment and is not limited to this tracker.

This is because when a tracker is indoors (or in vehicles), due to the surrounding materials it struggles to get all 3 satellites required to pinpoint an accurate location, therefore it will be less accurate. This is also because the device is constantly reconnecting to a different mobile mast as it travels at high speeds.

If you are having issues with missed pins when in a vehicle, you can enable WiFi tracking to help fill in the gaps while the device is obstructed by the car roof.

  1. Open the app on your phone.
  2. Tap on More at the bottom of the screen.
  3. Go to Settings.
  4. Tap About Device.
  5. Press the pencil icon (pen) in the top right corner.
  6. Look for Filter WiFi – tap it so the switch turns grey (this means WiFi tracking is ON).
  7. Tap the save icon (save) in the top right corner.

Please be aware that WiFi tracking is less accurate than GPS, so do not be alarmed if the locations are a bit further out than expected. These will correct themselves when they get a stronger WiFi location or GPS location.

Firstly, if your device is taking longer than a few minutes to start updating, please make sure you’re using the 1 minute setting. 

Depending on the availability of GPS signal, the device may take a few minutes to re-establish and get regular GPS locations.

If the user takes regular short journeys and needs it to update more regularly, you can enable WiFi locations. This is best used when the user has a WiFi connection at home.

To enable WiFi tracking:

  1. Open the app on your phone.
  2. Tap on More at the bottom of the screen.
  3. Go to Settings.
  4. Tap About Device.
  5. Press the pencil icon (pen) in the top right corner.
  6. Look for Filter WiFi – tap it so the switch turns grey (this means WiFi tracking is ON).
  7. Tap the save icon (save) in the top right corner.

Please be aware that WiFi tracking is less accurate than GPS, so do not be alarmed if the locations are a bit further out than expected. These will correct themselves when they get a stronger WiFi location or GPS location.

To change your password, simply go to more>settings>change password. You’ll need to enter your current password to change it.

To reset your password, you’ll need to set your contact number. You can do this by doing the following:

  1. Open the app on your phone.
  2. Tap on More at the bottom of the screen.
  3. Go to Settings.
  4. Tap About Device.
  5. Press the pencil icon (pen) in the top right corner.
  6. Enter your phone number in the contact number section.
  7. Tap the save icon (save) in the top right corner.

Now, when you need to reset your password, you’ll be asked to verify yourself using this phone number.

If you need to reset your password and you haven’t yet set your contact number, please contact us.

Still have questions? Get in touch!

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What is VAT Relief?

You almost certainly qualify.

Here’s what you need to know, at a glance:

  • ✅ Prices already shown with VAT relief – savings are included
  • ✅ VAT Relief box is automatically ticked at checkout
  • ✅ Just enter the user’s name + condition – e.g. Alzheimer’s, Arthritis, Parkinson’s
  • ✅ Any long-term health condition counts – nearly all our customers qualify
  • ✅ VAT relief also applies to any required subscriptions – claimed at time of subscription registration

That’s it — no paperwork, no medical proof needed!


Who qualifies?

If you’re buying for yourself or someone else with a long-term health condition or disability, you qualify.

Examples include:

  • Alzheimer’s, dementia, Parkinson’s
  • Arthritis, angina, diabetes, COPD
  • Any other ongoing physical or mental health condition
  • Also applies if you’re buying on behalf of a charity
  • Temporary health conditions do not qualify (such as a broken wrist)

👉 In practice, almost every customer qualifies.


How do I Claim?

It’s already done for you:

  1. Go to checkout — the VAT relief box is already ticked.
  2. Enter the user’s full name and the condition (e.g. “Alzheimer’s”).
  3. Pay as normal — VAT is automatically removed.


Important to know

  • Claiming VAT relief is normal and expected — it’s how these products are sold.
  • The government requires us to collect a name + condition, but that’s all.
  • We’ve never known HMRC to challenge or question a claim.
  • It’s only an offence to claim if there is no long-term health condition at all.

👉 In short: If you or the person you’re buying for has any long-term health condition, you qualify.


Questions About VAT Relief?

Sometimes there’s something you need to know before buying

If you’ve got any questions about VAT relief, whether you’re eligible or anything else, our friendly experts are always happy to help.