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How to Replace a Tracker

Kayla H.
  • Updated

Applies to: the Hapn web app at app.gethapn.com and the Hapn mobile app.

Contents

Before You Begin

Important Limitations

Before replacing your tracker, please note these important limitations:

  • You can replace a tracker on the web app (app.gethapn.com) or in the mobile app
  • You can only replace a tracker with the same model
  • If you need a different model, you'll need to cancel your current subscription and add a new device (see How to Add a New Device) OR reach out to customer service for assistance, click here to do so. 
  • Once a tracker is removed from your account, its tracking history will no longer be available

Saving Your Tracking History

We recommend downloading any important tracking history before replacing your device:

  1. Go to the Reports section in the web app
  2. Select the report type you need
  3. Apply filters for the date range and tracker
  4. Click "Export CSV" to download the data

For detailed instructions on exporting data, see our Report Exporting Guide.


Replacing a Tracker on the Website

To replace a tracker on the website, follow these steps:

  1. Log in to app.gethapn.com using a web browser
  2. Click 'Settings' in the menu on the left of the screen
  3. Select 'Billing' from the settings list
  4. Select the device you wish to replace from the list 
  5. Click "Replace Tracker" on the tracker card 
  6. Enter the new IMEI number and click 'Next' to move 
  7. You'll receive a confirmation message when the replacement is complete

Screenshot_100625_120837_PM.jpg

Replacing a Tracker on the Mobile App

  1. Tap Menu in the bottom bar, then Settings → Billing.
  2. On the Subscriptions tab, find the tracker you're replacing and tap Replace Tracker.
  3. Enter the new tracker's IMEI and tap Next. The replacement takes three short steps; you'll see a confirmation when it's done.

You can also start from the tracker itself: tap it on the Live screen, tap Settings, and tap Replace Tracker (next to Help & Support) at the bottom.

Finding your IMEI: see Where do I Find my Tracker's IMEI Number?

 

After Replacement

Once your tracker has been replaced:

  1. The new tracker will immediately be active on your Hapn account
  2. Your subscription and billing information will automatically transfer to the new device
  3. You'll need to set up the new physical tracker to begin reporting its location

To ensure your new tracker appears on the map, follow the steps in our guide on How to Get Your Tracker Connected to the Hapn Map.

 

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