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How to Reactivate Your Tracker

Kayla H.
  • Updated

Contents

Introduction

If you previously had an active tracker subscription that was canceled or paused, you can reactivate your device to resume service. Reactivation restores your tracking capabilities without requiring a new device, allowing you to continue using your existing tracker. This guide walks you through the reactivation process using either the web app or mobile app.


Reactivating Through the Web App

Step 1: Access Your Account

  1. Visit app.gethapn.com in your web browser
  2. Log in using your email and password

Step 2: Navigate to Billing Settings

  1. From the menu on the left side of the screen, click "Settings" 
  2. Then from the drop-down menu, select "Billing"

Step 3: Confirm Reactivation 

  1. You'll see a list of your inactive trackers
  2. Click "Reactivate" next to the tracker you're looking to activate 
  3. A message pop-up will appear. Click "Yes, reactivate now" to confirm the activation

Note: If you don't see your tracker listed, you may need to add it as a new device. For instructions, see How to Add a New or Additional Device to My Service.

Note: If you need to update your payment method before reactivating, see How to Update Your Payment Information first.


Reactivating Through the Mobile App

Step 1: Open the Mobile App

  1. Launch the Hapn mobile app on your device
  2. Sign in with your email and password

Step 2: Access Account Settings

  1. Tap the menu icon in the bottom right corner of the screen
  2. Scroll down to the "Preferences" section
  3. Tap on "Account"

Step 3: Start the Reactivation Process

  1. Click the three dots (⋮) in the top right corner of the Account screen
  2. Select "Reactivate an inactive tracker" from the popup menu

Step 4: Confirm Reactivation Details

  1. You'll see a list of your inactive trackers
  2. Click "Reactivate" next to the tracker you're looking to activate 

  3. A message pop-up will appear. Click "Yes, reactivate now" to confirm the activation

Note: If you don't see your tracker listed, you may need to add it as a new device. For instructions, see How to Add a New or Additional Device to My Service.

Note: If you need to update your payment method before reactivating, see How to Update Your Payment Information first.


After Reactivation

Once you've completed the reactivation process:

  1. Your tracker will immediately be reactivated on your Hapn account
  2. The subscription fee will be charged to your payment method
  3. You'll need to ensure your physical tracker is properly connected and powered

For instructions on connecting your tracker to the Hapn platform, see How to Make Sure Your Tracker Gets Picked Up on the Hapn Map.


Troubleshooting

Common Issues and Solutions

My tracker isn't appearing in the inactive trackers list

  • If your tracker doesn't appear in the list, it may have been completely removed from your account
  • You'll need to add it as a new device using its IMEI number
  • Check that the tracker is not active on another account
  • See How to Add a New or Additional Device to My Service for instructions

I'm seeing an error during payment processing

  • Verify your payment card is valid and has not expired
  • Check that your billing address is correct
  • Try using a different payment method if available
  • Contact support if payment issues persist

My reactivated tracker isn't showing on the map

  • Ensure your tracker is powered on and has sufficient battery
  • Take your tracker outside to help it establish GPS and cellular connections
  • Wait 10-15 minutes for the tracker to connect to the network
  • See Troubleshooting Connection Issues for more help

Need more assistance? Contact our support team at support@gethapn.com or submit a ticket.

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