Something Looks Wrong? Find the Right Fix by Symptom

Find the line that matches what you're actually seeing, and go straight to the fix. Most Hapn problems have one of about a dozen causes, and the hard part is usually knowing which one you've got.

The tracker's location looks wrong

• "It hasn't moved in hours / it's stuck on an old location." The tracker has stopped reporting. Check whether it says Offline. → My Tracker is Offline: Troubleshooting Guide
• "It's showing a place it has never been." Usually a cell-tower position standing in for GPS, which can be a mile out. Look for a Cell Location pill on the card. → Why is My Tracker Showing the Wrong Location?
• "It jumps around / drifts while parked." Normal GPS scatter, made worse indoors or under cover. → Understanding GPS Accuracy: What to Expect and How to Optimize Performance
• "It's close but not exact." Expect 15–20 feet outdoors with clear sky. Placement matters more than most people think. → Where Should I Place My Portable Tracker on a Vehicle?
• "It only updates every few hours." That's the reporting mode doing its job, not a fault. → Reporting Modes: How to Adjust Your Tracker's Update Frequency
• "It stopped working when I took it abroad." → How to Configure Your Tracker for International Usage: Region Select Guide

I don't understand what the screen is telling me

• "What do these little coloured labels mean?" → Reading the Asset Card: Every Pill and Badge Explained
• "There's a clock and a number of hours — is that how long it's been sitting?" No. It's the engine-hours meter. → same article as above.
• "There's a red exclamation mark on an asset." That's an open issue. → Understanding Issues on the Platform
• "An issue won't go away, or one I expected has stopped appearing." Check Settings → Issue Settings for thresholds and muted issues — a muted issue is hidden, not resolved. → same article.
• "What's the difference between Moving, Stopped, Online and Offline?" → Understanding Your Tracker's Device Status

I can't find something

• "I search for the unit number and get nothing." Search covers the tracker's name, its description and its IMEI — not tags and not VIN. → Finding an Asset by Name, Number or IMEI
• "An asset has disappeared from the list." Nine times out of ten a filter is still applied — the Filters button shows a count when it is. → How to Filter the Live Map, and Save or Share a View
• "I can't see the Billing page." Billing is hidden on enterprise and OEM accounts. If you're a collaborator rather than an admin, some pages won't appear at all. → Understanding User Roles and Permissions
• "Where's the history for this vehicle?" → Troubleshooting: Why Can't I See My Tracker's Location History?

Alerts and notifications

• "I'm getting far too many emails." Almost always duplicate rules, or one rule scoped to all trackers. → Getting Too Many Alert Emails? How to Reduce or Stop Them
• "I'm getting none at all." Check the rule is toggled on, that your row is ticked under step 7 Notifications, and that notifications aren't globally paused. → same article.
• "Texts stopped arriving." Someone may have replied STOP from that number. → How to Re-subscribe to Text Message Alerts
• "Colleagues are getting alerts they don't want." The rule is set to All users, All admins or All collaborators. → How to Set Up Alerts and Notifications

Getting in

• "My password reset email never arrived." It comes from no-reply@verificationemail.com with the subject "Your verification code" — not from Hapn, and often in spam. → How to Change or Reset Your Password
• "I can't log in at all." → How to Log In to Your Hapn Account
• "The mobile app is behaving oddly." → Troubleshooting the Hapn Mobile App

The hardware

• "The lights are doing something and I don't know what." Find your model: Find Help for Your Tracker Model
• "It won't charge / the battery drains fast." → Where to Find Your Tracker's Battery Percentage, then the battery-life guide for your model.
• "The IMEI is rejected during activation." → My IMEI Number Isn't Working: How to Solve This Issue
• "I need to make it report right now." → How to Use the Ping Command, or How to Use the Reboot Command if it's unresponsive.

Reports and data

• "The report is empty." Usually the date range, or a filter left on from last time. Some reports also need an OBD or telematics tracker and will be blank for GPS-only devices.
• "The mileage is wrong." Check the odometer's starting value. → How to Set or Reset Your Tracker's Odometer
• "My export times out." Narrow the date range and export in chunks. → Getting Your Data Out of Hapn
• "Trips aren't being generated." → Understanding and Managing the Generate Trips Feature

Billing and service

• "I cancelled but I'm still being charged." → How to Cancel Your Service Plan
• "My tracker went dead and I think the plan lapsed." → How to Reactivate, Resume, or Unpause Your Tracker
• "I need a receipt." → How to Access Your Receipts

Still stuck?

If several trackers went quiet at once, check status.gethapn.com before anything else. Otherwise, contact Hapn support — there's 24/7 live chat, email and a ticket form. Having the tracker's IMEI and the time the problem started to hand makes it much quicker.