Help

The following questions and answers should give you all the information you need to know about mapAmobile. If you have questions that are not answered in this section, please call 0870 013 2180 and one of our operators will help you.

What does it cost to register for mapAmobile?
How do I register for mapAmobile?
Can I locate more than one mobile phone user?
What does it cost to add more locatable mobile phones to my account?
What is the basic charge for a location request?
How do I make a location request?
     Online
     WAP
     Text Messaging
     Telephone
How can I check my credit balance?
What happens if I don't have sufficient funds in my account?
How can I add further credit to my account?
How can I locate a mobile after the initial 12 month period has expired?
How will I know when to renew a subscription to locate a mobile phone?
How do I redeem a registration voucher bought from a recommended retailer?
How do I redeem a credit top up voucher bought from a recommended retailer?
How do I redeem a subscription voucher bought from a recommended retailer?
Do the vouchers expire?
Can I locate any mobile I like?
What happens if a mobile phone is switched off or is out of network coverage?
Can a mobile user stop me from locating them after they have already agreed?
How does the person I am locating opt in or out of the service?
Can I tell whether somebody has stopped me from locating them?
Can I get a refund if someone withdraws their consent?
Will I be charged if somebody has opted out and then back in again?
Can I change the mobile number I am locating?
Do I need a special phone to use the service?
How does it work with Pay-As-You-Go mobile phones?
How accurate is the service?
How quickly will I receive a reply to my location request?
Can I use mapAmobile from abroad?
What happens if I lose or forget my PIN?
What happens if I forget my username and/or password?
I made a location request but it didn't work. Why?
I tried to register for mapAmobile, but it didn't work. Why?
I tried to top up my credit but it didn't work. Why?
I tried to renew a subscription but it didn't work. Why?
How do I check which mobile phones I can locate?
How can the users of locatable mobile phones check who can locate them?
How can I get a statement of my account?
How can I see a history of my location requests?
How do I send SMS text messages from the website?
How do I set up regular location requests?
I'd like to know when a mobile phone moves away from a certain area. How do I do this?
Isn't locating mobile phones an infringement of privacy?
How can I be sure that unauthorised people will not be able to locate my children?
Do I have to have bought my phone from one of the recommended retailers?
Who do I contact if I need help with mapAmobile?















What does it cost to register for mapAmobile?
Registration for mapAmobile costs £29.99. This will enable you to open an account for one person to locate one mobile phone and includes free credit to the value of £6 if you register online or £3 if you choose to register by telephone.





How do I register for mapAmobile?
You can register for mapAmobile now by visiting the 'Online Shop' section of this website and using your credit card. You will then be taken through the registration process.

You will also need to set a username, password and 4-digit PIN number on registration, which should be kept in a safe place as you will need them to access the service.
Register Online
Click Register and follow the step-by-step process that will enable you to set up your account and add one mobile phone to be located.
Telephone
Call 0870 013 2180 between 9am-9pm Monday to Friday and 10am-4pm on Saturday and follow the instructions.

For security purposes, your identity must be verified during the registration process. If you buy your registration on this website using your credit card, then your identity will be verified automatically. If you are registering using a voucher, the verification process can be done in one of two ways. A form can be posted to your home address and you should sign and return this in the envelope provided. Alternatively, your identity can be verified immediately online using your credit card details. This is for verification purposes only and no monetary transaction will take place.

In setting up your mapAmobile account, you will be asked to submit your telephone number. This can be either your mobile phone number or your fixed line number. If you submit a fixed line number, you will be able to perform location requests from the web or by using the telephone service only: you will not be able to locate using SMS text messaging.

Once you have completed the registration process, a text message will be sent to the mobile phone you wish to locate requesting agreement from the user. To give consent for their mobile phone to be located, the user will need to send the text message 'Opt in' followed by a confirmation code to telephone number 83118. The confirmation code will be supplied in the text message invitation to the mobile to be located. Once consent is given, the service will become available, provided the account holder's information has been verified.

Users of locatable mobile phones will be sent regular text messages to remind them that they can be located.





Can I locate more than one mobile phone user?
Yes, you can locate up to 10 mobile phones on each account. Registration allows you to open one account and locate one mobile phone. You can add up to a further 9 mobile phones to this account at a subscription cost of £10 each and every subscription lasts for 12 months. You can add further mobile phones by visiting the 'Online Shop' section of this website.

If you would like to locate more than 10 mobile phones, you will need to purchase another registration to set up a second account. When you have more than one account you and the locatable mobile phone users will need to use the appropriate PIN number when using text messaging to distinguish between accounts.





What does it cost to add more locatable mobile phones to my account?
You can add up to a further 9 locatable mobile phones to one account at a subscription cost of £10 for each mobile phone and every subscription lasts for 12 months.





What is the basic charge for a location request?
Each time you make a location request, 30p will be deducted from your credit balance. If you send a text or make a phone call you will also be charged the normal rate by your network provider.





How do I make a location request?
The mapAmobile service can be accessed by any of the following means at any time:
  • Online by logging on to your account
  • By WAP
  • By text messaging
  • By telephoning 0870 121 2552
Using the Service Online
Once you have registered for the service, you can log onto your account using your user name and password. From 'My Account' click 'Where is this mobile?' from the list of mobiles you have chosen to locate.

After a short while, you will receive a reply online giving the location of the mobile phone: Eg 'Gemma is in the vicinity of Carnaby Street, London W1' together with the date, time and accuracy of the location. You will also have the option to see a map showing street names and points of interest.

When you have completed your requests, always click 'Log Out' to end your session securely.

Using the Service via WAP

Point your WAP browser at http://www.mapamobile.com/wap/ and enter your username, password and the short code of the person you wish to locate. After a short while, a reply will be displayed giving the location details, eg 'Gemma is in the vicinity of Carnaby Street, London W1' together with the date, time and accuracy of the location.

For ease of use, you can add the following bookmark to your WAP phone:

http://www.mapamobile.com/wap/index.php?username=username&password=password

When you visit the bookmark, the username and password fields will be completed.

If you are only locating a single phone on your account, you can use the following bookmark:

http://www.mapamobile.com/wap/index.php?username=username&password=password&shortcode=name

When you visit this bookmark, all fields will be completed - just press 'Find'.


Using the Service by Text Messaging
You can only use this service if you registered your account using your mobile phone. From this phone, send the text message 'Find' followed by the name of the person you are locating (eg Find Gemma) to telephone number 83118. You may want to add this number to your phonebook. After a short while, you will receive a text message reply with the location details, eg 'Gemma is in the vicinity of Carnaby Street, London W1' together with the date, time and accuracy of the location.

When locating by text message, you will also incur the usual charges for text messaging levied by your network provider.

Using the Service by Telephone
Call 0870 121 2552 and follow the instructions. You will be asked for the telephone number that you registered with mapAmobile and your PIN. You will then hear a list of the names that you are able to locate. Make your choice and after a short period, you will hear a message, eg 'Gemma is in the vicinity of Carnaby Street, London W1' together with the date, time and accuracy of the location. You can make as many requests as you like, provided you have enough credit in your account.





How can I check my credit balance?
You can view your current balance and credit and debit history by clicking 'My Account' then 'View log of all transactions for the last month'. Alternatively, using the mobile phone you used to register, send the SMS text message 'Balance' to telephone number 83118. You will receive an SMS text reply confirming your balance.





What happens if I don't have sufficient funds in my account?
You will not be able to make any location requests until you top up your credit balance. You will not receive a response unless you have sufficient credit.





How can I add further credit to my account?
You can add further credit by visiting the 'Online Shop' section of this website and using your credit card.





How can I locate a mobile after the initial 12 month period has expired?
You will need to renew your subscription for a further 12 months at a cost of £10 per mobile phone that you wish to continue locating. You can renew your subscription by visiting the 'Online Shop' section of this website. Your mapAmobile account will remain active as long as there are current subscriptions on your account. If all your subscriptions have expired, your account will be closed 30 days following expiry of the last subscription. If your account has been closed and you would like to start locating a mobile again, you will need to purchase a new registration.





How will I know when to renew a subscription to locate a mobile phone?
The date of expiry of the subscription will be shown on the website in the 'Subscriptions' section next to the name and telephone number of the user. In addition, mapAmobile will send out emails and/or text messages to remind you and the mobile phone user that the subscription is about to expire. These messages will usually be sent out one month before expiry, two weeks before expiry and on the expiry date itself.





How do I redeem a registration voucher?
You can redeem a registration voucher online by visiting www.mapamobile.com. Click 'Redeem Voucher' and a screen will appear asking you to enter the 12-digit registration number that appears on the voucher. Click 'Next' and another screen will appear asking for the 8-digit security code.
Click 'Next' and a form will appear asking for your name, address, email (if any), date of birth, a shortcode name and the phone number you wish to use on your account. For security purposes, your identity must be verified during the registration process. The verification process can be done in one of two ways. A form can be posted to your home address and you should sign and return this in the envelope provided. Alternatively, your identity can be verified immediately online using your credit card details. This is for verification purposes only and no monetary transaction will take place.

You can give your mobile phone number or your fixed line number. If you use your fixed line number, you will be unable to use some mapAmobile services, eg location requests via SMS text messaging. Click 'Next' and another screen will appear asking you to set a username, password. You will then be asked to confirm your registration details. You will then go on to add the details of the mobile phone you wish to locate. Once this process is complete, you are registered and ready to use the service. By redeeming your registration voucher online, you will receive £6 free credit - enough to perform 20 location requests.

You can also redeem a registration voucher by telephone by calling 0870 121 2550 and following the instructions. You will be asked for the same information as above. By redeeming your registration voucher by telephone, you will receive £3 free credit - enough to perform 10 location requests.





How do I redeem a credit top up voucher?
You can redeem a credit top up voucher online by logging on to your account at www.mapamobile.com. Click 'Redeem Voucher' and a screen will appear asking you to enter the 12-digit registration number that appears on the voucher. Click 'Next' and another screen will appear asking for the 8-digit security code. Click 'Next' and a message will appear confirming that £10 credit has been added to your account and stating your new credit balance.

You can also redeem a credit top up voucher by SMS text message. Send the message 'Load' followed by the 12-digit number on the voucher to telephone number 83118. You will receive a text message reply confirming your new credit balance.





How do I redeem a subscription voucher?
You can redeem a subscription voucher online by logging on to your account at www.mapamobile.com. Click 'Redeem Voucher' and a screen will appear asking you to enter the 12-digit registration number that appears on the voucher. Click 'Next' and another screen will appear asking for the 8-digit security code. Click 'Next' and a message will appear offering you the option of extending the subscriptions of one of your existing locatable phones or of adding this subscription to a new phone.

You can also add a new locatable mobile phone by redeeming the voucher by telephoning 0870 013 2180 and following the instructions. You will be asked for the same information as above.

You can also renew a subscription by redeeming the voucher by SMS text message. From the mobile phone that you wish to locate, send the text message 'Renew' followed by the 12-digit number printed on the voucher, to telephone number 83118. You will then receive a confirmation text message reply.





Do the vouchers expire?
Vouchers do not expire but the free credit given at registration expires after 12 months.





Can I locate any mobile I like?
No, mapAmobile can only be used with the permission of the user of the mobile you wish to locate. We ask for this at registration and send regular text messages to remind them that they are being located. The phone must be on O2, Vodafone, Orange, T-Mobile or Fresh.





What happens if a mobile phone is switched off or is out of network coverage?
mapAmobile relies on the mobile phone network to locate a phone. If the phone is switched off or is out of network coverage, you will not be able to find its current location. Instead, mapAmobile will inform you of this and return the last location that it registered, if available, together with the date, time and accuracy.





Can a mobile user stop me from locating them after they have already agreed?
Yes, the mobile user can opt not to be located at any time and the service is suspended. They can also change their mind and opt back in. Each subscription is valid for 12 months, even if the mobile user opts out and you are no longer able to locate them. Subscription is non-refundable, even if the person you are locating opts out.





How does the person I am locating opt in or out of the service?
The person being located must give their permission by opting in or withdraw their permission by opting out.

To opt in:
The person being located should use their mobile phone to send the text message 'Opt in' followed by a confirmation code to telephone number 83118. The confirmation code will be supplied in the text message invitation to the mobile to be located. If they are being located by more than one account, they also need to send the PIN number to distinguish between accounts. For security reasons, it is not possible to opt back in to the service online.

To opt out:
Online - The account holder can log on to their account and de-select the name and number of the person opting out
Text Messaging - The person being located should use their mobile phone to send the text message 'Opt out' to telephone number 83118. If they are being located by more than one account, they also need to send the PIN number to distinguish between accounts.





Can I tell whether somebody has stopped me from locating them?
Notification that somebody has opted out of the service will be sent via text message and/or email. You will also receive notification when users opt back in.






Can I get a refund if someone withdraws their consent?
If a locatable mobile phone user chooses to opt out of the service before the subscription expires, no refund will be payable. However, the user can opt back in to the service again at any time before the subscription expires.






Will I be charged if somebody has opted out and then back in again?
No, you will not be charged another subscription fee as long as you are still within the 12 month subscription period. If somebody chooses to opt out, the service is suspended but not terminated. Subscription is non-refundable, even if the person you are locating opts out.






Can I change the mobile number I am locating?
You can change the mobile number if the user's phone has been lost or stolen, or if they have changed their phone or network provider. However, the service is non-transferable so names of users cannot be changed. If you want to add another locatable user, you will need to purchase another subscription from the 'Online Shop' section of this website. If you need to change your account phone number, you can do this by clicking Edit Account Details. If you need to change the number of one of the locatable mobile phones, go to My Account and click on the user's name. Alternatively you can telephone 0870 013 2180.

For security reasons, if you change the number of a locatable phone the user will need to send the text message 'opt in' to telephone number 83118.





Do I need a special phone to use the service?
No, but the person you are locating needs to be on one of the following networks: O2, Vodafone, Orange or T-Mobile.






How does it work with Pay-As-You-Go mobile phones?
If you are making a location request using a pay-as-you-go mobile phone, your phone will need to have sufficient credit to send a text message or make a telephone call. If you do not have sufficient credit on your pay-as-you-go phone, you will still be able to make a location request from the website, as long as there is sufficient credit in your mapAmobile account. If the mobile phone you are locating is pay-as-you-go, you will be able to make a location request as long as the phone is switched on and within network coverage.






How accurate is the service?
MapAmobile is dependent on information provided by the networks so mapAmobile cannot guarantee the accuracy of the information. The ability to locate a mobile phone is dependent on the cell coverage of the network provider, so the greater the density of the network's masts, the greater the accuracy of the location. In urban areas, the accuracy can be down to 50-500 metres. In less built-up areas, the accuracy may be reduced to kilometres.





How quickly will I receive a reply to my location request?
The mapAmobile service is capable of returning a reply within a few seconds of a request being submitted, but is dependent on the response from the network provider of the phone being located.






Can I use mapAmobile from abroad?
Yes, as long as the phone that you are locating is still in the UK. If you are using text messaging to locate, you need to ensure that your network provider has a roaming agreement with the country that you are visiting and that any applicable roaming bars have been lifted from your phone.






What happens if I lose or forget my PIN?
You need to send the text message 'help PIN' to telephone number 83118.






What happens if I forget my username and/or password?
Go to www.mapamobile.com and click 'Login'. Enter the your email and postcode in the boxes provided and click 'Email me my account details'. If you have registered using your mobile phone, you can also send the text message 'help password' to 83118. You will receive a text message reply containing your username and password.






I made a location request but it didn't work. Why?
There are a number of reasons why a location request might not be successful. In most cases, mapAmobile will return a reply stating that your request has not been successful and giving a reason. The list below gives the most common reasons for unsuccessful location attempts:
  • User not subscribed. This means that this phone is not subscribed as a locatable phone and you will need to buy a £10 subscription voucher from the 'Online Shop' section of this website.
  • User has not agreed to be located by you. This means that the user of the locatable mobile phone either has not replied to the initial SMS text message asking them to opt in to the service or has chosen to opt out of the service.
  • Name not recognised. This could mean that you have mis-keyed the shortcode name of the user of the locatable mobile phone when using the SMS text message service. Please check the spelling of the shortcode name and try again. Alternatively, you may not have a subscription to locate this mobile phone or the subscription has expired. You can purchase or renew a subscription by visiting the 'Online Shop' section of this website and using your credit card.
  • Not enough credit. You do not have sufficient credit in your mapAmobile account to perform a location request. Each location request costs 30p. To top up your credit, visit the 'Online Shop' section of this website and use your credit card.
  • Your network does not support this service. This usually means that your mobile phone network cannot provide the location details required by the mapAmobile service. The service is available on O2, Vodafone, Orange, T-Mobile or Fresh. Alternatively, this message may mean that your network provider does not recognise your number, in which case you should contact them directly.
  • User requested privacy from network provider. The user of the locatable mobile phone may have consented to being located by mapAmobile, but has previously asked their network provider not to supply location information to other service providers. To be locatable by mapAmobile, the user will need to contact their network provider and ask them to remove the bar from their phone.
  • Mobile cannot currently be located. This could be due to the network provider not being able to locate the phone, perhaps because it is switched off or out of network coverage. Usually, in these circumstances, mapAmobile will return the last location that is registered but there are some circumstances when this is not possible, especially if a location request has not been recently performed. Alternatively, the provider's network or location service may be temporarily unavailable.






I tried to register for mapAmobile, but it didn't work. Why?
If you tried to register for mapAmobile using a registration voucher you may have entered the voucher number and/or security code incorrectly. Please check the numbers and try again. If the numbers are still not recognised, please call 0870 013 2180 and one of our operators will check the validity of the numbers for you.






I tried to top up my credit but it didn't work. Why?
If you tried to top up your credit using a credit top up voucher you may have entered the voucher number and/or security code incorrectly. Please check the numbers and try again. If the numbers are still not recognised, please call 0870 013 2180 and one of our operators will check the validity of the numbers for you.






I tried to renew a subscription but it didn't work. Why?
If you tried to renew a subscription to locate a mobile phone using a voucher you may have submitted the voucher number and/or security code incorrectly. Please check the numbers and try again. If the numbers are still not recognised, please call 0870 013 2180 and one of our operators will check the validity of the numbers for you. Alternatively, you may not be able to renew the subscription if the mobile phone user has opted out of the service.






How do I check which mobile phones I can locate?
Log on to your account at www.mapamobile.com and the phones you are able to locate will be listed on your account page. A list of the mobile phones that you can locate will also be displayed under the 'Subscriptions' section of the website. You can also hear a list of the names of the mobile phone users that you can locate by calling the telephone locating service on 0870 121 2552.






How can the users of locatable mobile phones check who can locate them?
They should send the message 'opt' to telephone number 83118 and they will be sent a list of mapAmobile account holders who can locate them.






How can I get a statement of my account?
Log on to your account at www.mapamobile.com, and from 'My Account' click 'View all transactions for the last month'. A list of all the transactions together with the costs and the current balance on your account will be displayed on the screen. This service is only available online.






How can I see a history of my location requests?
You can do this by logging on to your account at www.mapamobile.com and clicking 'Reports'. A page will appear showing the names and numbers of the locatable mobile phones and the number of location requests recorded. Click 'Report' next to the name of the mobile phone user whose locations you wish to view. A history of all the requests you have performed for this user together with the locations will be displayed on screen. This service is only available online.






How do I send SMS text messages from the website?
Log on to your account at www.mapamobile.com, and from 'My Account' tick the box in the column labelled 'Send SMS' next to the names of the mobile phones users to whom you wish to send a text message. The charge for this service will be shown at the bottom of the column. When you have ticked the boxes, click 'Send SMS'. Another screen will appear confirming the telephone numbers of those to receive the SMS text message together with a box in which you should type the message itself. Please note that SMS text messages are limited to 160 characters in length and a count of the number of characters is calculated as you type, for your convenience. When you have finished typing the message, click 'Send SMS message'. The message will be sent and a confirmation screen will appear. For each SMS text message you send, 10p will be debited from your mapAmobile account. You can also add non-locatable mobile phones to your list and you will be able to send text messages to them. There is no charge for adding non-locatable mobile phones to your list. To view a list of all the SMS text messages you have sent, click 'SMS Text Messages' on the left hand side of the screen. This service is only available online.






How do I set up regular location requests?
Log on to your account at www.mapamobile.com and click 'Optional Services'. You will then be given an explanation of 'Periodic Locating' and 'Alerts'. Choose Periodic Locating and a screen will appear asking you to specify which mobile phone you wish to locate, how often and how many times. You can also make location requests between specified hours of the day. Once you have entered the appropriate details on the form, click 'Book periodic locating' and you will receive a confirmation message. For each location request performed, 30p will be debited from your mapAmobile account. You can visit these pages again to check the progress of your location requests. This service is only available online.






I'd like to know when a mobile phone moves away from a certain area. How do I do this?
This is a service normally used in conjunction with Periodic Locating. If, following a location request, a locatable mobile phone has moved away from a specified area, you can receive an email or a text message to alert you. Log on to your account at www.mapamobile.com and click 'Optional Services'. You will then be given an explanation of 'Periodic Locating' and 'Alerts'. Choose Alerts and a screen will appear asking you to specify for which mobile phone you require an alert, the distance from a specific postcode which should trigger the alert, whether you wish to receive an alert by email or SMS text message and to whom the alert should be sent (this can be yourself or another mobile phone user listed on your account). Once you have entered the appropriate details on the form, click 'Add new alert' and you will receive a confirmation message. Every time a location request is performed, an alert will be sent if the mobile phone user is outside the specified distance from the specified postcode. For each alert that is sent by SMS text message, 10p will be debited from your mapAmobile account. Alerts by email are free of charge.






Isn't locating mobile phones an infringement of privacy?
We have made every effort to safeguard the privacy and security of individuals using mapAmobile and we have worked closely with the network operators to achieve this. In particular:
  • we collect the names and addresses of locating users and verify these through an external agency
  • we recognise and administer a unique username and password set by the locating users
  • we only provide location details for locatable mobile phones where the user has provided prior consent
  • users of locatable mobile phones can opt out of the service at any time
  • we send out regular text messages to remind users that their mobile phones can be located
  • users of locatable mobile phones can see, at any time, a list of those who can locate them.






How can I be sure that unauthorised people will not be able to locate my children?
mapAmobile cannot be used without the permission of the user of the mobile phone being located. When you register for the service and set up a mobile phone to be located, we send an SMS text message to that mobile phone to ask their permission for the phone to be located. They confirm their acceptance by sending a text reply. As an additional safeguard, a further text message is sent out within 48 hours, 7 days and regularly thereafter to all locatable mobile phones to remind the users that they can be located and by whom. The locatable phone user can also withdraw their consent at any time.





Do I have to have bought my phone from a recommended retail outlet?
No, mapAmobile will work with any mobile phone bought from any outlet using any one of the following network providers: Vodafone, Orange,Fresh, O2 or T-Mobile.






Who do I contact if I need help with mapAmobile?
If the answer to your question is not on this website, call 0870 013 2180 and one of our operators will assist you. Alternatively, you can access help on certain topics by sending the following text messages to telephone number 83118:

'help password'
'help PIN'
'help find'
'help balance'
'help load'
'help renew'
'help opt in'
'help opt out'












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