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

Contents

• What Is an IMEI Number?
• Understanding the Error Message
• 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:

When you click the yellow exclamation point icon, you'll see more detailed information about possible reasons for the error:

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