Portable FAQ

1

Portable FAQs

Last Update 14 days ago


Browse through a compilation of frequently asked questions that are commonly addressed. If you have a question, there's a good chance you'll find the answer here.

How can I get in touch with you?

Our contact options include 24/7 email support at support.gps@family1st.io and phone support is available at 855-462-7819 from Monday to Friday- 9:00 am to 5:00 pm PT.


What is the expected timeframe for receiving assistance?

Our support team is available round the clock via email at support.gps@family1st.io, and on the phone from Monday to Friday, between 9:00 am and 5:00 pm PT. You can expect to receive assistance from one of our agents within 15 minutes.


Where can I locate a Quick Start Guide (QSG)?

The QSG can be obtained by clicking on this link for download.
Download Quick Start Guide


Where does the device undergo manufacturing and assembly?

The device undergoes manufacturing in China and assembly in the United States.


Suppose the device is misplaced or stolen, what would happen?

Please contact us at support.gps@family1st.io to inform us if your device is lost or stolen. If someone discovers it and sends us an email to return or activate it, we will reach out to you.


Is it possible to utilize the device in locations outside the United States?

The device is compatible for use in North America.


Does the Family1st tracker come with audio?

Unfortunately the Family1st device doesn't support audio.


How do I return my order?

Please complete the RMA form in order to initiate the return process for your order. Once the RMA request has been submitted, our Shipping Team will promptly send you an email.


What is your refund policy?

If you reach out to us at support.gps@family1st.io within 30 days of your purchase, we can provide you with a complete refund. However, please note that we cannot issue refunds for products that have been damaged due to water or mishandling.


Is there a trial period available at no cost?

Currently, we do not provide a trial period for subscription plans.


Do I need to buy a SIM card?

The portable device comes with an AT&T SIM with the device.


Is the magnetic case included with the device or do I need to purchase it separately?

The magnetic case is included in the combo pack available on Amazon. Additionally, it is also available for separate purchase.


If the tracker has been found by someone, can they find out who owns it?

We do not share the details of our customers, such as owner info, etc.


What subscription plans are available?

We provide our customers with the convenience of choosing between our Monthly and Annual plans. To activate your device, simply visit Activate Now and select the plan that best fits your needs.


What is the process for activating my device?

Click on Activate >> Choose the plan that suits your needs >> Select the "New User" option>> Proceed to activate your device.


Is it possible for me to upgrade or downgrade my current plan?

Go to Activate >> Select the plan of your choice >> Select "Existing User" >> Under Activation Type, please select "Upgrade plan/Switch Plan."


What is the process for updating my latest card details in the system?

To update your credit card information on record, please use the following secure link: Payment Update Portal. This website will enable you to directly modify your payment details.


Where can the App be downloaded from?

For Android devices, download the tracking App from here: Google Playstore.
For iPhone, download the tracking App from here: Apple App Store.


What is the process for canceling my subscription?

In order to cancel, visit the following link: GPS Cancellation Form and complete the necessary information, and then click on the "Submit" button to submit the form.


How can I reactivate my subscription after canceling it?

To reactivate your account, please follow the steps: Reactivate GPS >> Select your desired plan from the available options>> Make sure to choose "Existing User" when prompted>> Under the "Activation Type" section, select "Reactivation">> Fill out the form with the necessary information>> Click the "Submit" button to proceed.


Does the fee apply to all my devices if I have more than one, or is it charged per unit?

Each device requires individual activation with its own subscription plan.


How do I power on the device?

Long-press the power button. You'll notice the red, blue, and green lights will turn on one by one and then start blinking. This indicates that the device is connecting to cellular and GPS satellites. Once the device is connected, the lights will disappear. Check on Youtube to know more!


How can I determine if the device is turned on?

To confirm whether the device is powered on or not, simply press and hold the function key (a large square button located on the device's front). Look for a blinking pattern of red, blue, and green lights, which serves as an indicator that the device is turned on.


How do I power off the device?

To power off the device, long-press the power button until all the LEDs turn off. Then, press the Reset button to confirm the device is fully off. For a visual guide, watch this YouTube video: Check on Youtube.


How do I reset the device?

To reset your device, simply press and hold the function key for a few seconds until the red, blue, and green lights blink and disappear. The function key is a large square button on your device.


What do the lights mean on the tracker?

Battery is represented by the red light, cellular by the blue light, and GPS by the green light.


How long does it take for the device to completely charge?

It typically takes around 6-8 hours to fully charge the device when the battery is completely drained.


Can the device's battery be replaced?

Our portable devices come with integrated batteries, and we strongly advise customers against attempting any modifications, as it could lead to damage and render the batteries irreparable.


How can I determine if my device has reached a full charge?

When the charger is plugged in, a steady red light will indicate its connection. Once the battery reaches full capacity, the red light will no longer be visible.


Is it possible to use multiple devices with a single account?

You have the option to add multiple devices to your account; however, each device needs to be activated individually with your preferred plan.


Is it possible for multiple individuals to access the app simultaneously?

If you desire to, you have the option to disclose your login credentials to others.


What is the duration of the device's battery life?

The device's battery lifespan is influenced by the frequency of its updates. For instance, if the device updates every 60 seconds with motion (Basic plan), the battery can endure up to 14 days, given an average driving time of 1 hour per day.


How often does the device receive updates?

The device update intervals vary based on the subscription level:
For the BASIC subscription, the motion updates occur every 60 seconds.
For the PLUS subscription, the motion updates occur every 30 seconds.
For the ELITE subscription, the motion updates occur every 5 seconds.


Is it possible for the device to track its location while being charged?

Tracking will occur as long as the device remains powered on.


How far will my device track or locate?

As long as your device is charged and receiving the signal it will update anywhere in the US.


What is the process for monitoring my device's location online?

To monitor the location of your devices online, you may visit the following website: Login Page.


What is the recommended position to install the device in the vehicle?

The ideal location for portable devices inside a vehicle is underneath either the driver's seat or the passenger's seat.


Where can I position the device outside of the vehicle?

Placing it in a magnetic case underneath the car is an option, but it's important to position it towards the outer edge where it can have unobstructed access to the sky for optimal cellular connection.


Is it possible for the device to transmit while inside a metal box?

The portable devices will not function properly, if at all, when placed inside metal boxes or any enclosed compartments with lids.


Is it possible to monitor the location of the device in real-time?

Our Family1st Pro application offers real-time tracking capabilities. To access this feature, simply click on the clock icon located in the upper-right corner of your screen. The clock will display the number of seconds according to your specific plan. For instance, with a 60-second plan, the tracking device icon will refresh every 60 seconds, providing you with the latest location of the device.


What is a geofence?

A Geofence is a virtual boundary that can be established around an address. By setting up a Geofence area around a residence, property, or business, you can receive notifications whenever a vehicle departs from the designated Geofence address.


How do I view the travel report?

To access the Travel log report, follow these steps: Click the hamburger icon >> Select Reports >> Choose Travel log report >> Specify the desired Date range >> Select the preferred Driver >> Click Submit


What is the duration for which I can access the travel history data?

For a period of one year, it is possible to retrieve the travel history data.


Is it possible for me to adjust the number of updates per day in order to conserve battery power?

Certainly! You have the option to make a request to configure the device so that it updates at specific time intervals, such as every 5 minutes or every 10 minutes, while it is in motion. To do so, please reach out to support.gps@family1st.io stating your requirements.


What could be the reason for my device being frozen and not updating its location on the map?

The device's lack of updates on the map may be attributed to various factors. GPS signals can be disrupted by objects like trees or buildings, leading to fluctuations in the device's location data. It's important to note that the app itself is not faulty. The GPS receiver captures data, which is then transmitted to our servers and displayed on the app. Placing the device in an environment surrounded by metal, such as a trunk, can also interfere with the GPS signal. To troubleshoot, try relocating the device to a different spot and observe if the issue persists. If the problem continues, please contact us at support.gps@family1st.io for further assistance.


What is the level of accuracy for the location displayed on the App?

While in motion, the tracker is expected to have a high level of precision, typically within a few feet, although occasionally it may be off by up to 20 feet. It should be noted that this level of variability is commonly seen in all GPS trackers. The GPS device may not function perfectly at all times due to the technological constraints of the GPS satellite signals. There could be instances of downtime, interruptions, or areas with no signal connectivity.

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