Mobile Superhero FAQs

Have a question?

If you seek technical support, you can choose to send a support request...
»Technical Support
»Comments and Enquiries

Top Five Questions

How do I get started?

Follow these steps to Register, Download and Activate the Mobile Superhero Application.
Go to www.yougetitback.com/mobileRegistration, select your device type and follow the instructions provided. Take care to enter your details correctly as this information (your registered email and password) will be used to access your secure online vault.
Once the application is downloaded it must be activated so that it's communicating with our servers. You can do this by either (1) powering off / on the device (i.e. restarting the device), or (2) by launching the app and touching the 'Activate Now' button, or (3) by logging in to the online vault and clicking the 'Activate' button. You'll see a notification on your screen when the app has been activated. After this is complete, please login to your secure vault at www.yougetitback.com/vault and take the time to familiarise yourself with how it works. From your online vault you can Lock and Locate your smartphone, customise the app settings and more.

What do I do if my device is lost or stolen?

When you first become aware that your device is missing, you should immediately perform a Lock and Locate activity.

Step 1
Lock your device to protect it from unauthorised use. To lock your device you can,

- All devices, go to www.yougetitback.com/vault and login. Select the Lock Device icon from your vault.

- For smart phones, you can also text your 4 digit Locking Code (this functionality is not available for iPhone) from any other cell phone to lock your device.Step 2
Locate your device. As above, login to your Mobile Superhero online account, select the Map Location icon and click the Re-send Find button. When location information is received from your device the location map will be updated.

How can I verify that I'm activated?

You can verify that you have downloaded and activated the application on your device by logging into your secure vault at www.yougetitback.com/vault and attempting any of the activities available (i.e.Lock / Unlock, Locate your device).

Or you can text your 4 digit locking code to your device from another device (not available for iPhone's).

What's my Serial Number?

This is your Mobile Superhero contract number. It can be found on your product documentation.

How do I change my registered phone number ?

If you enter your phone number incorrectly when registering, you can correct this by logging into your secure vault at www.yougetitback.com/vault. Once logged in, select the "Device Tag / Settings" icon. From here you can change the phone number derails.

Installing Mobile Superhero

What Operating Systems are supported?

Mobile Superhero is designed to work on any Mobile device configured to run any of the following Operating Systems:

1.  Blackberry 5.0 and above
2.  Android 2.2 and above
3.  Apple iPhone (selected features) 
4.  IOS 5.0 and above
5. Symbian 3rd & 5th edition

Does Mobile Superhero work with Google Voice?

Please use the actual cellphone number of the device when registering the software.

Can I install Mobile Superhero on my memory card?

We do not allow installation of Mobile Superhero on the mobile device memory card.

I am having difficulty installing / getting Mobile Superhero to work even though it is a supported model. What could be wrong?

It may be that your device is secured as part of an IT security policy by your company. This may prevent you from installing or running any 3rd party applications on your device. Contact your IT administrator about the IT security policy. You can also contact us with a brief description of your problem, along with details of your device OS, make and model, mobile provider, etc.

Why do I need a 4 Digit Locking code?

You can use your 4 digit locking code to lock your phone if it is lost or stolen. Simply text your 4 digit Locking code to your phone from any cellphone and this will activate the lock.You can also use your 4 digit Locking Code to unlock the phone on the device when the lock is activated. This code is set up as part of the registration process and can subsequently be changed (or checked) by logging into the secure vault and selecting the Device/Tag Settings icon.
Note - This functionality is not available on the iPhone / iPad or Wi-Fi only devices.

I installed Mobile Superhero, now what?

After installation, Mobile Superhero will activate itself automatically by pinging our server. We recommend you log into your secure vault at www.yougetitback.com/vault and edit your account details as soon as possible. Be sure to include an alternate contact number for us to contact you on in the event we recover your lost or stolen device.

Will installing Mobile Superhero affect the performance of my mobile device?

While Mobile Superhero runs in the background, it is in sleep mode until you perform an action like Lock or Find. It doesn't affect the performance of your phone at all and does not cause a significant increase in battery consumption.

How do I uninstall / deactivate the Mobile Superhero app?

To remove the Mobile Superhero app from an Android phone: Menu > Settings > Applications > Manage applications > Mobile Superhero > Uninstall

To remove the Mobile Superhero app from an iPhone: - Touch and hold any app icon on the Home screen, until the icons start to jiggle. - Tap X in the corner of the Mobile Superhero app. - Tap Delete to confirm, then press the Home button.

How do I cancel the Mobile Superhero service.

To cancel the Mobile Superhero service, you need to,

1) Log into your secure vault and delete the device(s).

2) Uninstall the app from your device (see How do I uninstall deactivate the Mobile Superhero app?).

Using Mobile Superhero:

How do I customize Mobile Superhero for my device?

Mobile Superhero offers you a range of customizable settings. For instance, you can configure the setting to automatically lock your phone whenever the SIM card is replaced (because this would most likely imply the phone is stolen). Mobile Superhero also allows you to lock the cellular device on roaming if you wish, so it cannot be used outside your home country (unless you unlock it). All of these settings can be changed from your secure vault anytime you wish (some devices allow these settings to be configured on their device).

Note - This functionality is not available for iPhone / iPad or Wi-Fi only devices.

Does Mobile Superhero work if the device is taken out of the local operator's network or to another country?

Mobile Superhero is just as effective outside the country & local operator's network as within. Thus, all features of Mobile Superhero will work no matter where in the world the phone is. However, if you are out of the country and on roaming, you will incur roaming charges through your telecom operator accordingly if you use Mobile Superhero.

Can you locate the device if its turned off?

The last known location will available to view in your vault. However no new location updates will be available until the device is turned on.

Can I change my SIM to another phone?

If you want the Mobile Superhero application to work on the phone you inserted the SIM into, you need to log into your secure vault at www.yougetitback.com/vault and and delete the original device. Then you will need complete the registration process again for this device.

Locking/Unlocking the phone:

I clicked Lock/Unlock Device from my online vault but nothing happens?

This would indicate that the application is either not installed on your device OR it has been installed but not activated. Please see How do I get started? above.

How do I Lock my lost or stolen device?

There are 2 options,

1) For all devices, you can do this by logging onto your account on our website and selecting LOCK from your secure vault.

2) For some smart phones, you can also text your 4 digit Locking Code (this functionality is not available for iPhone / iPad or wi-fi only devices) from any other cell phone to lock your device.

What does Lock and Wipe do?

Lock and Wipe, locks your Android device and wipes the following...

Wipes sent, inbox and outbox SMS messages on the device.
Wipes all the contacts on the device.
Wipes the call history on the device.
Securely wipes all data on the devices external SD card.

Use with caution. The data cannot be recovered.

I activated the Lock & Wipe functionality, can I cancel it?

You can cancel Lock & Wipe by unlocking the device from the vault or by inputting the unlock code. All files wiped prior to this point cannot be recovered.

Lock and Wipe was activated and now I cannot access my external SD card

On certain devices the Lock and Wipe will temporarily cause the SD card to stop working. To fix this remove and reinsert the SD card into the device, and turn the device on and off.

What if my device is switched off when I click on 'Lock'?

The lock instruction remains outstanding and the next time the device is switched on again, the device will be locked.

Will my device continue to remain locked after restarting?

Yes, your device will continue to remain locked after you restart it. Only you can unlock your device by either entering your 4 digit Locking Code on the device or going online and unlocking it.

Can I lock my cellular device even if the SIM is changed?

Yes, by selecting the Device/Tag Settings icon from within your vault, you can set your preferences to lock your device if the SIM card is changed. Also, our patent pending tracking technology tracks the SIM's inserted in your cellular device. This also allows you to send instructions (i.e. Lock) to your device from your secure vault irrespective of which SIM is inserted in it.

Note - This for iPhone/iPad, just swipe and enter your passcode.

If SIM Change Lock is enabled and I insert another SIM, the cellular device gets locked. Will the cellular device unlock when I insert my original SIM again?

No, the device does not unlock when your original SIM is inserted again. This is because the If SIM Change Lock is enabled, therefore the device will lock regardless of which SIM is inserted. But you can unlock your device by selecting the UNLOCK device icon from within your secure vault or entering your 4 digit locking code directly to the device.
Note - The If SIM Change Lock functionality doe not work for the iPhone / iPad or Wi-Fi only devices.

Could a thief still use my device after it is locked?

Other than picking up incoming calls, making an emergency call or a call (devices with cellular connection) to report the device found to us, no. A lost device is often found by innocent bystanders who do not intend to steal the phone - meaning they can contact us and leave their details with us. We will send those details to you automatically by email and to your alternative cellphone no. so you can arrange to pick your phone back up.

How do I see images taken by my smartphone after locking?

Android devices running OS version 2.2 and above and iPhones will take a picture if the device is locked. All taken images will be available to see from your secure vault.

How do I Unlock my device?

If you have locked your device, you can unlock it instantly by either entering your 4 digit Locking Code on your device or by clicking 'Unlock' from your secure vault once logged into your account on our website.

I have forgotten my 4 digit Locking Code and now cannot unlock my device. What can I do?

You can log into your secure vault at www.yougetitback.com/vault and unlock your device from there. You can also opt to change your 4 digit Locking Code by clicking on the Device Settings� button for your device in the secure vault.

Apple iPhone - How do I remove the passcode?

To remove the passcode you will first have to remove the configuration profile downloaded with the app. You can do this from the home page by selecting,

Settings� then Profiles then Secure Pin And Wipe profile and then press the Remove button.

Please note, this will require you enter the passcode. Once the profile has been removed, go back and select Settings then Passcode lock (you will be asked for the Passcode again), then you can select the Turn Passcode Off� (to do this you will be asked for the Passcode 1 last time).

I have forgotten my 4 digit Pin Code and now cannot unlock my device. What can I do?

You can log into your vault at www.yougetitback.com/vault and unlock your device from there. You can recover your PIN from the Settings section of the vault.

Apple iPhone - How do I remove the passcode?

Simply go to Settings - General - Profiles then select Mobile Protector and click on the Remove button. You will be asked to enter your passcode to confirm the deletion.

Account Settings:

Can I have multiple devices on the one account / vault.

Yes, multiple devices can be registered. The account login id is the registered email address so to include multiple devices in an account register each device using the same email address. However you must purchase a Mobile Superhero serial number for each device which will be required during registration.

If I delete a device from the Vault, can I un-delete it?

You have 7 days to undo a delete command. When you initially select a device to delete, it will remain in a pending delete state for 7 days. This will be clearly visible in the vault. After that time period the device will be permanently deleted from your vault.

How do I change my e-mail address if I made a mistake?

If an incorrect e-mail address is entered as part of the registration, the subsequent registration e-mail will not be delivered and log in to the secure vault account will not be possible. This can be corrected within the secure vault account, however the account owner will need to be verified. For this they will need to supply the Serial Number so that the support personnel can make the necessary changes.


X