Frequently Asked Questions
We have compiled the most frequently asked questions on this page to help our users. This page consists of two sections: Common Ordering Questions and Technical Support Questions.If there is something you'd like to know about Phone Spyware and you can't find the answer to your question here, feel free to contact us and we'll be happy to help!
Common Ordering Questions & Technical Support Questions
How do I signup for Phone Spy online?
After you have decided to purchase, go to the purchase page. Click the Buy Now link for the option you would like. Follow the screens and enter the requested information to purchase online. We accept the following credit cards for online purchases: Visa, MasterCard, American Express, PayPal, Bank / Wire Transfer, Maestro, JCB, Discover, Diner's Club, Pay cash at 7-Eleven, BLEUE.
After your order completes you will immediately receive an email containing a link to download your software and instructions for installation/usage.
What charge will show on my card?
The charge for any software on our site will appear as "Avangate.com/retinax.com - +31 88 000 0008."
What is your refund policy?
If you are not fully satisfied with your purchase of Phone Spy, you may be eligible for a full refund within 10 days. However, before you go about requesting a refund, we encourage you to contact customer support to help resolve any arising issues. If you experience troubles with our software we will work with you to resolve the issues in a timely manner. No refund can be issued to customers in case their reasons for a refund are completely beyond our control (by example if the monitored phone does not have Internet access).
It is company policy that our customer databases remain confidential and private. We have not, will not, and won't ever sell names to "spammers" or other parties who would like to use our databases to advertise or solicit their products or services. Our products do not collect any information from your phone other than the information required for the products' successful operation.
What happens after the purchase?
As soon as your payment is processed, please check your mailbox. Make sure you check both Inbox and Spam folders because sometimes automatically generated emails may be mistakenly classified as Spam. You will receive two emails: one from the billing company confirming your payment, and the other containing a link to your personal online Control Panel (data storage) and your login credentials.
Is it legal to use Phone Spy?
Phone Spy is designed for legal uses, including:
- As a parental control solution for monitoring your underage children
- As a solution for monitoring company-owned or your own devices of which employees are aware of monitoring
It is your responsibility to determine whether you have proper authorization to monitor a given device. It is also your responsibility to determine which disclosures, notifications, or agreements may be necessary in your jurisdiction, as applied to the specific facts and circumstances in which you want to use Phone Spy. If you have questions about the legality of using Phone Spy as you intend to use it, contact legal counsel of your choice. Phone Spy cannot provide legal advice.
Do you provide technical support?
We offer four levels of Phone Spy technical assistance:
- Free service for Basic subscription users: e-mail support.
- Free service for Premium subscription users: e-mail and live chat assistance.
- Premium Support Service: Personalized customer assistance in addition to the standard Phone Spy support for only $9.99 (one-time payment). Have access to phone support, step by step walk through the installation process, and more! This service is optional and non-refundable.
- mAssistance: VIP assistance in rooting/jailbreak, installation of Phone Spy through Team Viewer, features set up and 24/7 technical assistance over the phone, in live chat and emails.
Does Phone Spy work on my phone?
Phone Spy is compatible with smartphones and tablets that run:
- Android 3+
- iOS 6 – 8.1.2
Please check whether your device is compatible here.
Phone Spy software works on non-jailbroken iOS devices, though monitoring features may be limited with this solution option. For a list of current features available with Phone Spy Without Jailbreak, click here. To enjoy Phone Spy’s full range of features, you must purchase Phone Spy for iOS (jailbroken) at checkout.*
NOTE: Phone Spy and Phone Spy Without Jailbreak, are two separate solutions of the same elite monitoring product. Please be advised of the differences between the two before proceeding with your purchase. Customers may freely switch between the two solutions, although in doing so, captured data logs will be lost.
*By stating this, Phone Spy is not recommending you jailbreak your device; we are merely letting you know that jailbreaking is necessary if you wish to use the Phone Spy software. The process of jailbreaking is not supported by Apple and may void your warranty. Choosing to jailbreak your device for any reason, including in order to install the Phone Spy software, is done at your own risk.
NOTE: The Phone Spy software will have limited capabilities on Android devices without rooting the device. By stating this, Phone Spy is not recommending you root your device; we are merely letting you know that rooting is necessary if you wish to use all of the features of the Phone Spy software on your Android device. The process of rooting may not be supported by your device manufacturer and may void your warranty. Choosing to root your device for any reason, including in order to install the Phone Spy Software, is done at your own risk.
Will users know Phone Spy is installed or running?
Phone Spy is inconspicuous and runs in a discreet operating mode without slowing the device down. It does not create distractions for the person using the device because it does not result in any pop-ups, alerts, or notifications; it stays quietly in the background.
Do I need physical access to the device I wish to monitor?
If you have opted to purchase Phone Spy Without Jailbreak, and you have the mobile user’s iCloud credentials, you will not need physical access to the device. However, there may be some instances where physical access may be necessary.*
If you purchase Phone Spy for a jailbroken iOS phone or tablet, you will need 5-15 minutes of physical access to the device for successful installation. Once fully installed, Phone Spy will begin sending monitored data logs to your personal Control Panel.
How do I install Phone Spy?
To install Phone Spy on a non-jailbroken device, you must simply obtain the iCloud credentials of the monitored device and turn on the features you wish to have monitored. Click here for a list of features available with Phone Spy Without Jailbreak. After you have correctly filled in the required fields in the Wizard Setup, you may log into your Control Panel to view data logs of the user’s device activity.
For Installation of Phone Spy for jailbroken devices, you are required to physically install the Phone Spy app onto a user’s device, afterwhich you may sign into your account using the login details provided to you in your confirmation email. The installation wizard will guide you through the quick and easy installation process.
After you create your account, you should visit the installation instructions page for your operating system below. It will describe in detail how to install Phone Spy directly onto your phone that you plan to monitor.
Can I uninstall Phone Spy?
Phone Spy can easily be uninstalled from your monitored device. You can find detailed information on the un-installation process through the Help section of your account.
Where can I check the captured data?
Once Phone Spy is set up on the monitored device and is connected to our server, the information will be automatically uploaded to the Control Panel of your personal account.
How often does Phone Spy information gets updated?
If you are using Phone Spy Without Jailbreak, then you will receive new data logs once a monitored phone has been updated. While Phone Spy updates data minimally on an hourly basis, if the phone itself has not been updated, then activity logs will not display the latest mobile activity.
If you have purchased Phone Spy for a jailbroken iPhone, you can expect to receive updates based on the Update Interval you have selected. The Update Interval specifies how often Phone Spy is connected to our server and transfers information directly to your Control Panel. When manually adjusting Update Interval from your account, please note that short update intervals (less than 10 min) may consume considerable battery life.
Why does the monitored device require internet connection?
The monitored device must be internet-enabled for Phone Spy to send the tracked information from the monitored device to your Control Panel. It uses both Wi-Fi and 3G/4G Internet connections. Once the information is uploaded to our server, it will be displayed in the Control Panel of your account.
Can I track two or more devices?
With a Basic or Premium Phone Spy subscription, you can track only one device. However, you can change the monitored device as many times as you want without any additional fees by uninstalling from one device and installing on another. To be able to track multiple devices, purchase a separate Phone Spy subscription for each device. Need to track numerous devices? Select our Business subscription (5 devices under one account) and save up to 20%!
My monitoried device is an iPhone. Do I really need to jailbreak it to be able to install Phone Spy? Does jailbreak void warranty?
Currently, Phone Spy offers monitoring software for both jailbroken and non-jailbroken devices. If you do not wish to jailbreak a device in order that it may be monitored, you may purchase Phone Spy Without Jailbreak at Checkout.
For access to Phone Spy’s full range of monitoring features, it is required that iOS devices be jailbroken.* Once the device is jailbroken, the Cydia icon will appear on the home screen.
*By stating that iOS devices must be jailbroken in order to install Phone Spy, Phone Spy is not recommending you jailbreak your device; we are merely letting you know that jailbreaking is necessary if you wish to use the Phone Spy software. The process of jailbreaking is not supported by Apple, may void your warranty, and may make your device unstable. Choosing to jailbreak your device for any reason, including in order to install the Phone Spy software, is done at your own risk.
Does jailbreak void warranty? Can I unjailbreak the target iDevice to restore warranty?
While the Jailbreak procedure voids your device’s warranty, it is completely reversible. Updating to the latest iOS version or restoring the phone to factory settings will restore the warranty. Please note, that once the device is updated or restored to factory state, Phone Spy will no longer work and you will need to Jailbreak and reinstall the software again for it to become operational.
Will jailbreak be visible after the connection with iTunes, iCloud?
Nothing will be displayed on iTunes or iCloud while the jailbroken device is connected. The target user will be able to download media and applications from iTunes and use iCloud in regular mode.
What is rooting? Do I need to root Android device to use Phone Spy? Does Android rooting void warranty?
Rooting is the process of allowing users of smartphones and tablets running the Android operating system to attain privileged control (known as root access) within Android’s subsystem. Rooting is required only if you need to track the non-default applications such as WhatsApp, Facebook, Viber, Skype, and Gmail (available only to Premium account holders).
By stating that rooting is required in order to track certain non-default applications with Phone Spy, Phone Spy is not recommending you root your device; we are merely letting you know that rooting is necessary if you wish to use the Phone Spy software to track non-default applications. The process of rooting may void your warranty. Choosing to root your device for any reason, including using certain features of the Phone Spy software, is done at your own risk.
Does Phone Spy work worldwide, with any mobile network carrier?
Our tracking software works regardless of the cellular carrier network or the location of the target device. It only requires internet connection to transfer data to your personal account. That means that Phone Spy will work wherever you may be on Earth.