My IMEI Number Isn't Working: How to Solve This Issue

Contents

• What Is an IMEI Number?
• Understanding the Error Message
• Did You Purchase from Spytec.com?
• Troubleshooting Steps
• Contacting Support

What Is an IMEI Number?

An IMEI (International Mobile Equipment Identity) is a unique 15-digit number assigned to your Hapn tracker. This number is required during activation to register your device to your account.

 

Understanding the Error Message

When creating a new account or activating a new tracker, you may encounter an error. The error message will list the reason at the bottom:

 

Did You Purchase from Spytec.com?

If you purchased your tracker directly from spytec.com, your device comes pre-activated — you do not need to activate it yourself. Here's what to know:

• An account has already been created for you. When your order was placed, a Hapn account was set up using your email address. You should have received a confirmation email with your account details.
• Haven't received the email? Check your spam or junk folder. If you still can't find it, contact support at support@gethapn.com.
• To access your tracker:
  1. Go to app.gethapn.com
  2. Click "Forgot Password" to reset your password
  3. Log in with your email and new password
  4. Your tracker will already be visible in your account

Note: Because your device is pre-activated, entering your IMEI to create a new account will result in an error — the tracker is already registered. Do not create a new account; simply log in to the existing one.

Troubleshooting Steps

Try these solutions in order. After each step, attempt to activate your tracker again to see if the issue is resolved.

1. Double-Check Your IMEI Number

Problem: You may have entered an incorrect IMEI number.

Solution:

• Confirm your IMEI is exactly 15 digits long
• Compare each digit with the number printed on your device or packaging
• Pay special attention to commonly confused characters:
  • 0 (zero) vs O (letter)
  • 1 (one) vs 7 (seven)
  • 8 (eight) vs B (letter)
• Make sure there are no spaces or special characters in your entry

Where to find your IMEI: See our guide on Where to Find Your Tracker's IMEI Number.

 

2. Check if the Tracker Is Already Active

Problem: The tracker may already be registered on an account (possibly yours).

Solution:

• Log in to your Hapn account at app.gethapn.com
• Click the Menu icon in the upper left corner
• Select "Trackers" from the menu
• Look through the list for your device

Important: A tracker can only be active on one account at a time. If you don't see it on your account, it may be on another account.

 

3. Verify Device Compatibility

Problem: Your device may not be compatible with the Hapn platform.

Solution:

• Look at the back of your tracker for "Spytec GPS" branding
• Only Spytec-branded trackers work with the Hapn platform
• If your device has different branding, it cannot be activated on Hapn

4. Check for Previous Owner Association

Problem: For secondhand devices, the tracker may still be registered to the previous owner.

Solution:

• If you purchased the device used or from a third party:
  • The previous owner must contact our support team
  • Only the account owner can release a tracker
  • We cannot transfer devices without the original owner's permission
     

5. Resolve Account Migration Issues

Problem: You may be trying to activate a tracker that's linked to your old account.

Solution:

• If you previously used this tracker with a different email address:
  • Do NOT create a new account as a workaround
  • Contact our support team for assistance
  • We can help you access your old account or transfer the device

Contacting Support

If you've tried all the steps above and still cannot activate your tracker, please contact support@gethapn.com. 

When contacting support about IMEI issues, please have ready:

• Your tracker's IMEI number
• Your account email address
• Proof of purchase (if available)
• Screenshots of any error messages you received