My IMEI number isn't working. How do I solve this?

When creating a new account or activating a new tracker, it's possible to get an error and a message stating 'The IMEI you entered can't be activated' Follow the steps below to resolve this issue and successfully activate your tracker. 

What You'll See

After entering the tracker's IMEI number, you receive an error and a message stating 'The IMEI you entered can't be activated':

You can click the exclamation point  for more detailed information:

How to Resolve

• Ensure the tracker is not already active on your account. You can log in to your account at app.gethapn.com and navigate to the 'Trackers' from your account settings to see the list of active trackers on your account. 
  
  
• Double-check that the IMEI number you entered is correct. The IMEI number should be a 15-digit number. This number can be found on the back of the tracker or on the packaging in which the tracker was shipped. Click here for more information on locating your tracker's IMEI number. 
  
  
• Ensure the device is a Spytec GPS device. Our trackers will have 'Spytec GPS' listed on the back of the tracker. Only Spytec-branded devices are compatible with our Hapn platform. 
  
  
• If you purchased the device from a third party, ensure the device is not attached to a previous account. The previous owner of the device will need to contact our support team to have the tracker removed from their account. 
  
  
• If you are attempting to reactivate your tracker using a new email address, the tracker may still be associated with the previously used email address. Please contact support to have the device removed from the account or assist in accessing the old account.
  
  
• If the issue still persists, please contact our support team for further assistance.