Help center
Support
Most questions are answered below. If yours isn't, get in touch — every message is read by a real person.
Contact
Need to reach a human?
Email info@goactivetrack.com. Usually responds within 24 hours.
When emailing, please include your iOS version, the GoActiveTrack version (Settings → About), and a brief description of what you were doing when the issue happened.
FAQ
Frequently asked
Why isn't my device showing data? ▾
Check this list in order: (1) the device is powered on and location tracking is started from its menu, (2) MapShare is turned ON for your Garmin account at explore.garmin.com (this is required by Garmin for the app to read your locations), (3) the MapShare ID you entered matches what Garmin shows you, (4) your Garmin inReach satellite subscription is active, (5) the device has clear sky view (heavy tree cover or being indoors blocks satellite). If a device shows no data even when everything looks right, try switching the Service Area in the edit screen between US0 and Garmin (Legacy).
Where do I find my MapShare ID? ▾
Sign in at explore.garmin.com, open the Social tab. Your MapShare URL looks like share.garmin.com/JaneSmith — your MapShare ID is the LAST part of that URL (in this example: JaneSmith). Enter just that part in the app, not the full URL.
Where do I find my IMEI? ▾
On your inReach device: Settings → About. Or in Garmin Explore: Plans & Devices → tap your device. The IMEI is a 15-digit number unique to each physical unit. For multi-device setups, the IMEI is required so the app can keep each device's location separate.
Multiple devices on one Garmin account? ▾
Add each device separately in the app. Use the same MapShare ID for all of them, but enter the unique IMEI for each one. The app uses the IMEI to keep every device's location separate on the map.
How do I cancel my subscription? ▾
Subscriptions are managed by Apple. Open Settings on your iPhone → tap your name at the top → Subscriptions → GoActiveTrack → Cancel. You'll keep access until the end of your current billing period.
Do you have a refund policy? ▾
All subscription billing is handled by Apple. To request a refund, visit reportaproblem.apple.com. We don't have visibility into your billing or any way to issue refunds directly.
Is my password safe? ▾
Yes. Passwords for private inReach location feeds are stored on your device only. They never leave your phone except when sent directly to Garmin over a secure connection to fetch your location data.