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...

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By Ruben Figueroa

updated 3 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 30 days and a maximum of 5040 records per device Screenshot retained...

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By Ruben Figueroa

updated 3 months ago

Can I delete the information HiddenApp has collected?

Yes you can. Follow these instructions to delete data for a device: Navigate to your device Select Settings Under "Delete tracking" data select which data set you want to delete Confirm the...

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By Ruben Figueroa

updated 3 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...

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By Ruben Figueroa

updated 3 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 Ruben Figueroa

updated 3 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://support.apple.com/en-ph/HT204455

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By Ruben Figueroa

updated 3 months ago

Does HiddenApp work in my country?

Yes, HiddenApp works all over the world.

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By Ruben Figueroa

updated 3 months ago

Can HiddenApp be uninstalled by a thief?

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

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By Ruben Figueroa

updated 3 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 Ruben Figueroa

updated 3 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 Ruben Figueroa

updated 3 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...

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By Ruben Figueroa

updated 3 months ago

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

Click on the device in your Devices Dashboard 2. Click Settings from the menu on the right-hand side 3. Scroll to the bottom of the menu 4. Click Delete Device 5. Then confirm the deletion of the...

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By Ruben Figueroa

updated 3 months ago

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

Yes. 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 Ruben Figueroa

updated 3 months ago

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

Do the following: Delete the device from the Devices Dashboard To Uninstall: https://help.hiddenapp.com/article/7-how-to-uninstall Uninstall the app by following the instructions here:  Download...

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By Ruben Figueroa

updated 3 months ago

Does HiddenApp work on Linux computers?

No, Sorry. We only support Apple and Windows 10 devices.

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By Ruben Figueroa

updated 3 months ago

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

No, HiddenApp must be installed before the computer is stolen.

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By Ruben Figueroa

updated 3 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 an Apple security feature. It's not possible for us to disable it.

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By Ruben Figueroa

updated 3 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...

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By Ruben Figueroa

updated 3 months ago

Why isn't the iSight / 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...

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By Ruben Figueroa

updated 3 months ago

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

You can reset your hiddenapp.com password here: https://dashboard.hiddenapp.com/password_reset/ If you have requested the reset email but haven't received it, please check your junk / spam folder.

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By Ruben Figueroa

updated 3 months ago

How can I update my payment / credit card information?

To update your payment information please do the following: 1. Click on account 2. Click on update payment method located in the bottom left 3. Select your desired payment method, enter your...

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By Ruben Figueroa

updated about 1 month ago

How does key logging work?

Key logging 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...

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By Ruben Figueroa

updated about 24 hours 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. Location Services 5....

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By Ruben Figueroa

updated 3 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...

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By Ruben Figueroa

updated 6 days ago

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

Apple prohibits 3rd Party 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...

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By Ruben Figueroa

updated 1 day ago

Login button missing in the iPhone or iPad App

This is the default 1st screen of the iOS app: If you already have a HiddenApp account, you can click the link Already have an account? to register your iPhone/iPad.  If this link is not...

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By Ruben Figueroa

updated 3 months ago

What versions of Windows does HiddenApp work with?

We support any version of Windows 10. HiddenApp may work with earlier versions, however, we do not actively develop for these operating systems so we cannot guarantee all functionality will work as...

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By Ruben Figueroa

updated 3 months ago

Setup Two-Factor Authentication (2FA)

If you would like to enable two-factor authentication for enhanced account security, follow these steps: Click your name on the upper-right corner of the dashboard The right panel will appear then...

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By Ruben Figueroa

updated 3 months ago