FAQs

General frequently asked questions

What if my user account has a password? Will HiddenApp still work?

Yes, please follow the following steps to create a honeypot account: Create an accessible user account An accessible user account will allow other people to use your Mac temporarily without knowing your main user account password. This is good for...

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By Mona Al-Ariqi

updated about 2 months ago

Tracking Data Storage and Retention

Personal and Family Accounts HiddenApp's policy for tracking data storage and retention is as follows: iSight Image retained for 90 days and a maximum of 10,000 records per device Screenshot retained for 90 days and a maximum of 10,000 records...

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By Mona Al-Ariqi

updated about 2 months ago

Can I delete the information HiddenApp has collected?

If you wish to delete all or some of the data HiddenApp has collected, please follow these steps: 1. Go to dashboard 2. Click the device you wish to delete data from 3. Click on settings 4. Click on the data you wish to delete 5. Click Delete to...

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By Mona Al-Ariqi

updated about 2 months ago

Why does the installer say my computer doesn’t have a valid serial number?

HiddenApp requires a valid Apple serial number. Follow these instructions to check that your computer has a valid serial number: Click on the Apple menu icon on the top left of your screen Choose “About This Mac” The Serial Number is at the bottom...

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By Mona Al-Ariqi

updated about 2 months ago

Does HiddenApp collect information when my computer has not been stolen?

No. HiddenApp will not collect any information whatsoever from your computer until you notify us it's missing by setting it to Missing in your Devices Dashboard.

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By Mona Al-Ariqi

updated about 2 months ago

How can I prevent the thief from wiping my computer and reinstalling macOS?

We strongly suggest all HiddenApp users set up a Firmware Password to prevent a clean installation of macOS. You can find instructions here:  https://help.hiddenapp.com/article/181-set-firmware-password-macos

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By Mona Al-Ariqi

updated about 2 months ago

Does HiddenApp work in my country?

Yes, HiddenApp works all over the world.

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By Mona Al-Ariqi

updated about 2 months ago

Can HiddenApp be uninstalled by a thief?

No, HiddenApp can only be uninstalled if you have the administrator password for the stolen Mac, iPad or iPhone.

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By Mona Al-Ariqi

updated about 2 months ago

Does HiddenApp tie up resources on my computer?

No. HiddenApp is extremely lightweight and uses barely any of your system resources.

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By Mona Al-Ariqi

updated about 2 months ago

Does HiddenApp work with Little Snitch?

Yes, change the status of your computer to Missing in your Devices Dashboard and when HiddenApp tries to connect to hiddenapp.com Little Snitch will ask you what to do. Select “Allow connections forever” and set the condition to “Any...

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By Mona Al-Ariqi

updated about 2 months ago

I’ve sold my computer, how do I remove the serial from my account?

If you no longer have access to a device and wish to remove it from your dashboard, it is possible to delete it. To do so you can follow our  How to Delete a Device article.

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By Mona Al-Ariqi

updated about 2 months ago

I’ve bought a new Mac, can I change my serial number?

Yes, you can. Remove the old device from your Devices Dashboard, and run the installer on the new computer to register it with your account.

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By Mona Al-Ariqi

updated about 2 months ago

Why do I get an error message when running the installer?

When you get an error when running the HiddenApp installer, kindly the following: Delete the device from the Devices Dashboard Uninstall the app by following the instructions here: To Uninstall:...

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By Mona Al-Ariqi

updated about 2 months ago

Can HiddenApp help recover my computer if it has already been stolen?

No, HiddenApp must be installed before the computer is stolen. Prevent yourself from future device theft with HiddenApp. Click the link to below to see all the features we implement to help recover your lost or stolen devices....

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By Mona Al-Ariqi

updated about 2 months ago

Does the green light always come on when HiddenApp takes a picture?

Yes. The light is hard-wired to the camera, it's the device manufacturer's privacy feature. Unfortunately, it's not possible for us to disable it.

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By Mona Al-Ariqi

updated about 2 months ago

Is it possible to remove the app icon on iOS?

No. iOS does not allow an application to hide its icon. We suggest users move the HiddenApp icon into a subfolder (unrelated to security) to make the app less visible. We also suggest setting up iOS App Restrictions to prevent the thief from...

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By Mona Al-Ariqi

updated about 2 months ago

Why Isn’t the Webcam/iPhone Camera Taking Photos?

If you are testing HiddenApp on your iOS device: iOS applications are not allowed to make use of the front-facing camera unless the application is in the 'foreground'. This means HiddenApp for iOS will not be able to take a photo until the thief...

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By Mona Al-Ariqi

updated about 2 months ago

How does key logging work?

Keylogging is a Mac-only feature (i.e. it doesn't work on iOS due to iOS development constraints) that allows you to track the keystrokes of anyone in possession of your laptop whilst tracking is active. Sometimes the key log reports can look...

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By Mona Al-Ariqi

updated about 2 months ago

Why am I not seeing a map / location data?

This suggests you haven't enabled location services for HiddenApp on your device. For macOS please navigate to: 1. System Preferences 2. Security and Privacy 3. Privacy 4. Full Disk Access 5. Click to enable Full Disk Access For Windows 10 please...

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By Mona Al-Ariqi

updated about 2 months ago

Why do I keep getting alarms from HiddenApp on my iOS device?

This suggests that you've left your iOS device listed as 'Missing' in your Devices Dashboard. You can head over to our article describing how Hidden for iOS tracks location HERE. Setting your device as 'Secured' in your Devices Dashboard will...

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By Mona Al-Ariqi

updated about 2 months ago

Why does the Dashboard show a different serial number for my iPhone and iPad?

Apple prohibits app developers like HiddenApp to collect and store serial numbers of iOS devices such as iPhone and iPad. As a workaround, HiddenApp generates a random string of letters and numbers and assigns it to your iPhone/iPad upon...

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By Mona Al-Ariqi

updated about 2 months ago

Does HiddenApp work on Linux computers?

At this time, only Windows 10, macOS and IOS are supported. We are launching our app for Android soon, however, no plans are currently underway for Linux support.

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By Mona Al-Ariqi

updated about 2 months ago

Login button missing in the iPhone or iPad App

If you're having issues seeing the "Already have an account" button on your IOS device, please follow these steps to resolve it. 1. Tap settings 2. Tap Display & Brightness 3. Under "Display Zoom" tap View 4. Select Standard and tap Set

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By Mona Al-Ariqi

updated about 2 months ago

How can I reset / restore my hiddenapp.com password?

On occasions we misplace passwords and a reset might be necessary, if that is the case, please follow these steps: 1. Click on Forgot password or follow the link  HERE 2. Enter your account's email address and click on submit 3. A confirmation...

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By Mona Al-Ariqi

updated about 2 months ago

Does installing HiddenApp affect my PC’s Warranty?

No. Installing HiddenApp has absolutely no effect on your warranty.

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By Mona Al-Ariqi

updated about 2 months ago

Why is Geofencing not working?

If Geofencing is not working, please check the following: • If Geofence is enabled, as seen in the image below. (For further instructions on how to enable Geofence, please click  HERE ) • Your device may not have connected to a network recently...

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By Mona Al-Ariqi

updated about 2 months ago

How to Update Your Payment/Card Info

To update, add, or change your payment details please follow these steps: 1. Click on your account name 2. Navigate to subscriptions 3. Navigate down to Subscription details where you will find the options to update your payment details

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By Mona Al-Ariqi

updated about 2 months ago

Device Showing As Not Activated

If a device is showing as not activated it could mean one of three things: HiddenApp has not been installed on the device. The installation has cached, meaning it will take a few minutes at most to show as active (w e recommend restarting the...

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By Mona Al-Ariqi

updated about 1 month ago

How to Delete your Organization's Account

If you want to delete your organization's account, please use the following steps: 1. Log in to your HiddenApp account 2. Click on your name on the top-right corner and select Account Settings 3. In the Account settings page, select Organization...

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By Ibrahim Saka

updated about 2 months ago

How to Silently Install HiddenApp on Windows?

To silently install HiddenApp on your computer, please use the following steps: 1. Download the App here .  2. Once the file is downloaded, save in your preferred location on the computer and note the file path the file was saved. 3. Open File...

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By Ibrahim Saka

updated about 2 months ago

How to Delete your Personal Account

If you want to delete your Personal account, please use the following steps: 1. Log in to your HiddenApp account 2. Click on your name on the top-right corner and select Account Settings 3. Scroll to the bottom of the page 4. Then click the...

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By Ibrahim Saka

updated about 1 month ago

How to Display a Message on a Missing Device

With the Send Message feature, you can display a custom message on a device. Please follow these steps to display a message: 1. In the HiddenApp dashboard, select a device. 2. Under Security Actions, click 'Send a Message'. 3. In the 'Send a...

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By Ibrahim Saka

updated about 2 months ago

How does the Jamf Integration work?

HiddenApp integrates directly with Jamf Pro MDM and provides the following functionality: The integration uses the Jamf API and enables admins to import devices directly from Jamf. The setup process is straightforward, requiring the Jamf Instance...

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By Ibrahim Saka

updated about 1 month ago

How to Disable the Intruder Selfies Feature

Within you HiddenApp account you can manage and customize the features available for all devices. If you want to disable the intruder selfie feature, please follow these steps: 1. Click on your Account Name in the top-right hand corner 2. Select...

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By Ibrahim Saka

updated about 2 months ago

Is the HiddenApp Installer Linked to my Serial Number?

When you download the installer, you can share and use the same installer on other computers.  Hence, the installer is not linked to one serial number or UUID.

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By Ibrahim Saka

updated about 2 months ago

What is Geofencing

Geofencing allows you to gain further control of your devices, and provide a preventative measure by setting a virtual zone around a real-world geographic area. There are a variety of customizable actions that can be set to occur if a device is...

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By Mona Al-Ariqi

updated about 2 months ago

Post Installation Steps for iOS Device Fleets

To ensure your iOS devices are fully protected and tracked by HiddenApp ongoing, you need to ensure the correct permissions are granted on each device. After installing HiddenApp on devices in your fleet, please use the following steps on each...

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By Ibrahim Saka

updated 25 days ago