Help and FAQs
If you don't find an answer to your question here, please contact us using our online contact form.
Managing Multiple Devices
- How do I add additional devices to my iHound account?
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When you enter your iHound account username and password into the iHound app on any device, it will become linked with your account. All your devices will appear in the lefthand navigation of the Security Dashboard.
- How do I remove a device from my iHound account?
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From the Security Dashboard, select the device you want to remove from the lefthand navigation. When your device's information loads, click the "Remove This Device" link at the righthand top side of the screen.
iHound for iOS4 (Multi-Tasking Devices)
- How does iHound track my iOS device?
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iHound uses a combination of the significant location change GPS, real time GPS and WIFI signals built into your devices to determine its location. The App reports your location to iHound's servers every time the device makes a significant location change.
- I recently upgraded the iHound application for my iPhone and now the GPS arrow is always on. Is this excessively draining my battery?
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No. The new version of iHound will now display the GPS arrow in the upper right hand of the screen, indicating GPS low power mode. Although the arrow is displayed, this does not mean that your battery is draining faster than normal. The GPS tracking only occurs when there is a significant change in your iPhone's location and is not constantly draining your battery.
- How can I optimize my iPhone's battery while running iHound?
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With the new version of iHound, you are now able to delete the app from the Fast App Switching Task Bar without closing the application. This helps save battery and ensures that the app runs silently in the background without alerting a potential thief that they are being tracked.
- Where did the full on tracking and siren alert go on the websites dashboard?
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We have removed that feature with our latest update. Now, any time a major location change occurs, the app will automatically be triggered and track your location. To send a siren alert, you can send a push notification and attach the siren effect with your customized message.
iHound for iPhone (General, for Non-Multi-Tasking devices)
- I have a new iPhone that I want to replace in my iHound Account, how do I do that?
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In order to replace an old iPhone with a new one in your iHound account, we will need your iHound username and iPhone Device ID.
It's easy to find your iPhone/iPod touch UDID, or device ID. In iTunes, choose the Summary tab on your device, then click on the text Serial Number to show your Identifier (UDID). Now press command-C (ctrl-C on Windows) to copy your UDID to the clipboard. Paste the Device ID number into an email to us and we'll swap out your old iPod Touch or iPhone immediately. - I just found out about iHound Software's App, can I track an iPhone, iPad or iPod Touch that was already stolen?
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Unfortunately there's currently no way to track an iPhone, iPad or iPod Touch without having iHound Software installed on it prior to the loss or theft.
- Push notifications are not working with my iPhone, how do I turn them on?
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Click on the the iPhone's settings and then you will notice a new listing called "Notifications" make sure that the red tab is selected as "on". Now go back to iHound and try sending another notification to your iPhone or iPod Touch. In some cases this can take up to ten minutes to receive on your phone due to a high volume of notifications being sent.
- How do I cancel my iHound Software for iPhone subscription?
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If you are subscribed through PayPal:
- Log into PayPal
- Click "History"
- Select "Subscriptions" from the "Show:" drop-down box.
- You may need to select a longer timeframe from the "For:" drop-down box if you have had your account longer than a month. Try selecting "Past Year".
- Press submit.
- You should see an entry called "Subscription Creation" with "iHound Software in the "Name/Email" column. There will be a link in the "Status" column that tells you the status of the subscription. If it says "Active", click it.
- Click the button that says "Cancel Subscription" and follow the remainder of the steps.
If you are subscribed through In App Subscription, simply let your subscription expire.
- I was charged by PayPal for a subscription but I thought i cancelled my account.
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Our subscription service is automated by PayPal and not by iHound Software. Please double check to make sure that your subscription was successfully canceled by logging into PayPal and viewing your active subscriptions. If you think your PayPal account may have been used without your consent, please contact PayPal's customer service representatives.
- I'm trying out iHound and the location showing is not where I am. Why is that?
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iHound uses the Location Services functionality built into your iPhone, which locates your phone based on a combination of WIFI positioning, GPS positioning, and previously cached locations. In the case of WIFI, the location will only ever be approximate.
For GPS, the location can be nearly exact, but this will depend on the conditions of your surroundings (e.g., whether or not you are outside, whether there is a clear sky...). The longer iHound is open and running on your iPhone, the more likely the location tracked will be closer to exactly where your device is.
iHound Extended Smartphone Warranty
- How do I file a claim?
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You can file a claim online 24/7 at www.4repairs.net, or by calling toll-free 1-800-867-2216 Monday thru Friday, 8:00 AM to 5:00 PM eastern standard time.
- If my device does break, how will the claim be handled?
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Once your claim has been validated, a replacement unit will be shipped. The replacement is typically shipped within 3-6 business days from the date you report your claim. You will also receive a mailer with an RMA# to return the damaged unit. You must return the damaged unit to avoid being responsible for the cost of the replacement unit.
- Is there a deductible?
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Yes. Each claim is subject to a deductible. The deductible amount varies by the purchase price of your device:
- $50 Deductible on Covered Product Sold to You for $0 - $199.99 USD
- $75 Deductible on Covered Product Sold to You for $200 to $399.99 USD
- $100 Deductible on Covered Product sold to You for $400 to $1,000 USD
- Do I need to provide proof of purchase?
Yes. Please keep your sales invoice and receipt for the Product you purchased. They are integral parts of the agreement and you may be required to produce them to obtain service.
- What items are eligible for coverage?
iHound Extended Service Plans are currently available for cellphones and smartphones with a purchase price up to $1,000 USD.
- What is the "Purchase Price"?
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The Purchase Price is the retail cost of your device before any discounts or subsidies provided by the retailer or service provider.
- How long do I have to buy an iHound Extended Service Plan?
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You can purchase an iHound Extended Service Plan up to 60 days after the purchase date of your new device.
- Is the iHound Extended Service Plan Transferable?
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No. The agreement is not transferable.
- How does your coverage work with my manufacturer's warranty
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The Extended Service Plan starts from the date you purchased your device. Coverage is effective upon the expiration of the shortest portion of the manufacturer's warranty.
- Is accidental damage covered?
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Yes. The iHound Extended Service Plan for cellphones and smartphones includes Accidental Damage in Handling Coverage.
- Is there coverage for theft or lost items?
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No. The plan does not include protection against theft, mysterious disappearance or misplacement.
Other
- I forgot my password and/or username, how do I log in?
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Click on the "Forgot Username or Password" link on the homepage and then enter the email address you used to sign up for iHound Software. You should receive an email within a couple of minutes. Make sure to check your junk mail folder if you don't receive one within ten minutes.
- The new password I requested has not arrived, where is it?
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9 out of 10 times, this problem is solved by checking your Junk Mail folder. Check to see if the password was moved to that folder, if not wait about 10-15min until trying again.
- Why did iHound Software stop supporting its USB product?
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The USB Alpha trial became too costly for a free service and to improve the quality of our overall solution to the market, we decided to focus on new emerging mobile devices. Stay tuned as iHound launches additional mobile security solutions for a variety of mobile devices over the coming quarters.
- How do I uninstall the iHound Software Alpha USB product from my USB device?
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In order to uninstall iHound Software from your USB device, you need to right click on the drive associated with iHound and click explore. Inside the drive you will find the custom icon image and custom .EXE name you created when you first added your device to iHound Software's device profile. You want to make sure to delete the custom ".EXE" file as well as the "autorun.inf" file located inside your drive. This will uninstall iHound Software from your USB device.
If you don't find an answer to your question here, please contact us using our online contact form.
