Support
Ordered by what actually goes wrong, most common first.
Somebody’s dot has stopped moving
Check the age of the location and open Device health. Permissions, battery settings, network delays and app or server faults can all affect updates. Fresh positions with delayed diagnostics do not mean the phone stopped reporting. Check the status page for a service issue.
Is it us? Check service statusI installed the app and it will not let me sign in
Make sure you are on the current build. If you signed up on the website, use that same email address and password — the app and the site are one account. If it reports a specific error code rather than “wrong password”, send us that code; it tells us exactly what happened.
Android says “App was denied access” when I turn on screen time
That is Android objecting to where the app came from, not to Orbities. Apps installed from a downloaded file rather than a store are blocked from “restricted settings” on Android 13 and later. Open Settings → Apps → Orbities, tap the ⋮ menu at the top right, choose “Allow restricted settings”, then grant the permission. The app’s own setup screen offers a button that takes you straight there.
How do I set up a phone for a child with no email address?
Family → Add a device. Choose or create the person, and Orbities shows a QR code and a short code. On their phone, open Orbities and choose “Set up with a device code”, then scan it. No email address and no password are needed, and they can add one later if they ever want to use the website.
An alert fired that should not have
Every alert records how confident Orbities was and what evidence it used, and you can see both in Alerts → History. Marking one as unhelpful feeds back into the detector — that feedback is kept for two years so a seasonal false alarm is still in the set when that season comes round again.
I want to see what you hold about me, or delete it
Privacy → your account, in the app, shows a summary of what is held about you and every view of your location, including by your own family. To close your account and have it erased, use You → Delete my account in the app, or Account → Delete my account on the website. None of it requires asking us.
How account deletion worksI have forgotten my password
Use the recovery link on the sign-in screen. If you have lost access to the email address as well, a member of your circle can help you recover the account — attempts of that kind are recorded, because a pattern of them is the signal that matters.
Still stuck
Write to [email protected]. Tell us what phone it is and what the app's Location Health screen says — those two things answer most questions before we have to ask.
Orbities is a small team in Queensland, so replies come from a person rather than a queue, and usually within a business day.
In an emergency
Call 000. Orbities is not an emergency service, is not monitored by anybody, and cannot dispatch help. SOS alerts the people in your circle, which is all it claims to do.