Support & Common Questions

Get more details on the subjects our customers ask about frequently.

Support topics

Why haven't I received any tracking data?

Please remember that tracking data can take up to 15 minutes to arrive. If you've waited longer than this and have still not received any data, please take the following steps:

If you are testing Hidden on OS X or macOS:

Please ensure your Mac is running OS X 10.6 or later, and you've installed the latest version of Hidden which can be downloaded from your Tracking Control Panel.

Try repairing disk permissions by opening Applications > Utilities > Disk Utility, select Macintosh HD on the left and click the 'Repair Disk Permissions' button. This may take some time to complete.

Please note, though, that if you’re using El Capitan and Sierra that as Apple now automatically protects system files, the verify and repair disk permission features have been removed from Disk Utility.

If Hidden is still not receiving data, either the network you are using to connect to the internet or a piece of software on your computer is preventing Hidden from communicating with us.

If you are using a 3G/4G internet dongle or you are connected to the internet via a large office or corporate network, please try testing Hidden from another location such as a home wifi network. Larger complex networks might be preventing Hidden from accessing the internet.

Please uninstall or disable any third party firewall or proxy software (such as Little Snitch) which may be preventing Hidden from connecting to the internet.

If you are testing Hidden on iOS:

Please ensure you have installed the latest version of Hidden from the App Store.

When installing Hidden you will be asked to allow Hidden to send you Push Notifications. It is vital that you accept or Hidden will be unable to activate tracking.

If you are unsure, you can verify the status of Push Notifications for Hidden by navigating to Settings > Notification Center > Hidden and ensuring the alert style is set to 'Banners', Sounds are on (the switch is green), and 'Show on Lock Screen' is on.

If you are still not receiving tracking data after following the steps above, please contact us

Get the app that protects your Apple devices, and your privacy

Using proven technology, Hidden tracks your missing Macbook, iPhone or iPad and collects the evidence needed to get them back. And don’t worry. Your personal information stays locked away, too.

Mobile Laptop

Didn't find the answers you were looking for?

Get in touch with us directly and we will answer your question.