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 Ibrahim Saka

January 4, 2023

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 Ibrahim Saka

January 4, 2023

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 Ibrahim Saka

January 4, 2023

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 Ibrahim Saka

January 4, 2023

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 Ibrahim Saka

January 4, 2023

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 Ibrahim Saka

January 4, 2023

Does HiddenApp work in my country?

Yes, HiddenApp works all over the world.

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By Ibrahim Saka

January 4, 2023

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 Ibrahim Saka

January 4, 2023

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 Ibrahim Saka

January 4, 2023

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 connection”...

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By Ibrahim Saka

January 4, 2023

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 Ibrahim Saka

January 4, 2023

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 Ibrahim Saka

January 4, 2023

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: https://help.hiddenapp.com/article/7-how-to-uninstal...

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By Ibrahim Saka

January 4, 2023

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. https://hiddenapp.co...

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By Ibrahim Saka

January 4, 2023

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 Ibrahim Saka

January 4, 2023

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 remov...

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By Ibrahim Saka

January 4, 2023

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 a...

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By Ibrahim Saka

January 4, 2023

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 funn...

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By Ibrahim Saka

January 4, 2023

Why am I not seeing a Map / Location Data?

This suggests you have not 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, please ...

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By Ibrahim Saka

August 16, 2023

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 sto...

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By Ibrahim Saka

January 4, 2023

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 registrat...

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By Ibrahim Saka

January 4, 2023

Does HiddenApp work on Linux computers?

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

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By Ibrahim Saka

October 16, 2023

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 Ibrahim Saka

January 4, 2023

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 mes...

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By Ibrahim Saka

January 4, 2023

Does installing HiddenApp affect my PC’s Warranty?

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

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By Ibrahim Saka

January 4, 2023

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 an...

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By Ibrahim Saka

January 4, 2023

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 Ibrahim Saka

January 4, 2023

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 dev...

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By Ibrahim Saka

July 21, 2023

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 4...

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By Ibrahim Saka

June 23, 2023

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 Ex...

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By Ibrahim Saka

July 21, 2023

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 'Delet...

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By Ibrahim Saka

June 23, 2023

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 Messa...

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By Ibrahim Saka

June 23, 2023

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

July 21, 2023

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 A...

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By Ibrahim Saka

July 24, 2023

How to Disable the Screenshots Feature?

There is an option to stop screenshots from being captured by HiddenApp for all devices in your organization.  You can disable the Screenshots feature by following these steps: 1. Click on your Account Name in the top-right hand corner 2. Select A...

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By Ibrahim Saka

July 24, 2023

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

July 21, 2023

Chrome devices not activating?

For the Chrome OS devices to be activated on HiddenApp, please ensure you deploy using the same OU that your User accounts and Devices are located. For example, if you have your user accounts and devices in an OU called GAC-HiddenApp, you need to ...

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By Ibrahim Saka

July 24, 2023

How to Disable the Network Feature?

There is an option to disable Network data from being recorded by HiddenApp for all devices in your organization.  You  can disable the Network feature by following these steps: 1. Click on your Account Name in the top-right hand corner 2. Select ...

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By Ibrahim Saka

July 24, 2023

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 lo...

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By Ibrahim Saka

July 24, 2023

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 dev...

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By Ibrahim Saka

July 24, 2023

How to Continuously Track your Whole Fleet?

To constantly track location of all devices, you should set a Pulse across your fleet. The intervals can be set from 15 minutes to 24 hours with various intervals in-between. Please use the following steps to set an automated pulse across your fle...

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By Ibrahim Saka

July 24, 2023

Why Do I Get Asterisk (*) in Traceroute?

This is the Round-Trip Time or the amount of time it took for the trace route packets to reach that hop and receive a reply. You might notice one or more lines of your trace route output is listed only with an asterisk (*). This means that the pr...

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By Ibrahim Saka

March 2, 2023

How to Enroll Windows devices Without UUID

There is an alternative way to enroll your Windows devices without using device UUIDs to enrol the devices through the HiddenApp dashboard, or by using the registration app. Please instead use the following steps to enroll your devices to your acc...

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By Ibrahim Saka

December 7, 2023

How to Calculate Slash Notation for an IP Address

Introduction: Slash notation, also known as CIDR notation, is a simple way to express an IP address along with its subnet mask. This article will guide you through the process of determining the slash notation for an IP address, even if you don’t...

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By Ibrahim Saka

March 29, 2023

How to Delete Multiple Devices at once?

In order to delete multiple devices from your dashboard, please use the following steps: 1. Go the Dashboard 2. Check the boxes of the devices you want deleted and then navigate to the bottom right gear cog to delete 3. Click on Settings at the bo...

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By Ibrahim Saka

December 28, 2023

How to set a Pulse for multiple devices?

HiddenApp's Pulse allows you to set an automated schedule to update your device’s location. Choose an interval from 15 minutes up to seven days.  Please use the following steps to set a Pulse at for multiple  devices: 1. Click Dashboard 2. Navigat...

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By Ibrahim Saka

July 24, 2023

How To Set Pulse At The Organization level?

There are two ways to set a pulse for your devices. You can either set a pulse at the device level or at the organisation level. To set a pulse for all registered devices at the organization level, please use the following steps: 1. Navigate to Ac...

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By Ibrahim Saka

July 24, 2023

How Geofence and IP Alerts Work

The Geofence and IP Alerts are batched and then sent together on a defined interval to ensure that your mailbox doesn't get flooded. By default, the alerts are sent out every 10 minutes.  The Geofence recipient list can be configured in the Geofen...

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By Ibrahim Saka

August 1, 2023

How to Enroll an Android device?

In order to enrol an Android device, please follow these steps: 1. Click on Device Enrollment. 2. Select Android. 3. Select Enroll a single device. 4. Scan QR code to install the HiddenApp application. After installation from PlayStore, click on N...

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By Ibrahim Saka

October 16, 2023