1. I can't install the software on my phone
4. My phone buddy keeps getting alert messages
5. I keep getting alert emails but the SIM card belongs to me.
6. My phone doesn't appear on the list
7. I got an alert, what do i do next?
8. Where does it MobixSecure work?
Have an unsolved problem? Email us : mobixsupport@mobixme.com
1. I can't install the software on my phone
Solution A: The downloaded software may have been corrupted. Use your mobile phone browser to download the latest client. The URL is http://www.mobix.me
Solution B: Your phone does not meet the minimum requirements. It must be a Symbian or S60 phone, or a Windows Mobile phone using Windows Mobile OS v5.0, v6.0, v6.1 (including the Professional versions).
Solution C: You may have downloaded the wrong software.
e.g. You have a Nokia phone but downloaded a Windows mobile version.
Click here for the download page.
2. I can't unlock my phone
Solution A : If you have forgotten the PIN number, just enter the wrong PIN for at least 5 times. The self help will appear and allow you to send an SMS help request. We will then email the PIN to your registered address.
Solution B : You can view your personal records at the My Mobix Account page.
Note: The password is usually the PIN number that you registered with. If you have forgotten this number, see Solution A or Solution C.
Solution C : Send an email to the support to request a maunal reset. You must provide the following information when you email the Support Desk : mobixsupport@mobixme.com
1. Mobile numer
2. Owner's Name
3. Owner's registered email
3. I bought a monthly subscription or a Pay-As-U-Go plan, but my phone doesn't lock.
Solution A: The ability to perform the functions depends on whether we can communicate with the phone by SMS.
If the lock (or other purchased functions) does not work, it may be because of :
1. The phone is switched off.
2. There is no working SIM card in the phone
3. The phone is not within range of a mobile network
4. The phone is in a country that supports GSM/3G.
5. The software has been erased from the phone.
If the conditions change i.e. a working SIM card is used or the phone is turned on, the MobixSecure will detect the phone and will automatically execute the services and immediately notify you by email.
Solution B: The software was not properly registered and hence was never turned on. Or a hard reset was performed on the phone, erasing the software. Unfortunately, in either circumstances, there is nothing we can do.
4. My phone buddy keeps getting alert messages
Solution A: MobixSecure "remembers" only 1 authorised SIM card for the phone. When you use any SIM, other than what was registered, the software will alert your Phone Buddy and the Mobix server. To avoid such false alarms:
a. Put new SIM card in the phone. Turn phone on.
b. Click "MobixSecure" on the phone.
c. Under "Options", click "Reset". Follow the onscreen instructions.
This will force the phone to recognise the new SIM as the new authorised SIM.
Solution B: If you are travelling and using different SIM cards, you can avoid false alerts by:
a. Click on "MobixSecure" on your phone.
b. Select Phone Buddy and turn off the alerts (Remember to turn them on when you get home!)
c. To avoid email alerts go to the My Mobix Account page and register any other SIM cards that you own.
The system will not send any email alerts when these SIM cards are used.
5. I keep getting alert emails but the SIM card belongs to me.
Solution A: MobixSecure "remembers" only 1 authorised SIM card for the phone. When you use any SIM, other than what was registered, the software will alert your Phone Buddy and the Mobix server. To avoid such false alarms:
a. Put new SIM card in the phone. Turn phone on.
b. Click "MobixSecure" on the phone.
c. Under "Options", click "Reset". Follow the onscreen instructions.
This will force the phone to recognise the new SIM as the new authorised SIM.
Solution B: If you are travelling and using different SIM cards, you can avoid false alerts by:
a. Click on "MobixSecure" on your phone.
b. To avoid email alerts go to the My Mobix Account page and register any other SIM cards that you own.
The system will not send any email alerts when these SIM cards are used.
(Optional Step) Select Phone Buddy and turn off the alerts so that your Phone Buddy will not get false alerts but remember to turn them on when you get home!
6. My phone doesn't appear on the list of supported phones
Solution A: If your phone is a Symbian/S60 3rd Edition phone or a Windows Mobile device (v5.0, v6.0 and v6.1) you can try to load the software for a model that is closest to yours.
As there are many smartphones sold in the world that it is difficult to list every brand/model.
If it doesn't work, simply uninstall it.
7. I got an alert, what do i do next?
Solution A: Ouch. It may mean that someone is tampering with your phone.
(For subscribers or premium users) - Go to the "Buy It" page, login and select the services you wish to run.
(For Pay-As-U-Go users) -Login at the "Buy It" page, select the desired services and upon payment the services will be executed.
The Mobix services will alert you by email when all the selected services are successfully executed.
8. Where does it MobixSecure work?
As long as your phone is on a GSM or 3G network, we will receive alerts and execute any purchased service.
There may be delays if the network is overcrowded (too many users or too many SMS in queue). These network conditions are beyond the control of Mobix. However, Mobix will attempt to contact your lost/stolen phone several times within a 5 day period. Beyond the first 5 days, Mobix will (depending on your service plan) continue to monitor for the presence of your phone and if it is detected on the network, Mobix will automatically execute the purchased services.
If you have a problem that is not described here, please email to us at : mobixsupport@mobixme.com
Please include your mobile number, email used in the registration and describe your problem.
