The app asks for the tracker's serial number and you have lost the box? This means the tracker is still linked to another account. The serial number is printed on the side of the original box. Without the box, follow the steps below.
You can't set up your tracker because it is already linked to another account? This is a security measure: a tracker can only be linked to one Invoxia account at a time. This often happens with a tracker bought second-hand, given by a relative or resold without having been removed from its previous owner's account.
✅ 1. The quickest solution: the previous owner removes the tracker
If you can reach the previous owner, ask them to remove the tracker from their account, with the tracker close to their phone and Bluetooth turned on:
Invoxia GPS app → My Account → select the tracker → Advanced settings → "Dissociate this device" → account password.
The tracker can then be set up normally on your account. The detailed procedure is described in the article "Dissociate your GPS Tracker".
📄 2. The previous owner cannot be reached
Contact our support team with the tracker's serial number. After verification, we can dissociate the tracker remotely, provided we receive proof of ownership:
- a photo of the tracker's original box,
- or the purchase invoice,
- or a screenshot of the order confirmation, dated and in your name,
- or the written consent of the registered owner.
⚠️ A screenshot of a listing or of a conversation on a second-hand marketplace is not proof of ownership.
As soon as we receive valid proof, we dissociate the tracker and you can set it up.
👨👩👧 3. You only want to use a relative's tracker?
No need to change the owner: the same tracker can be followed from several phones. Simply log in to the app with the same account (same e-mail address and same password) on each phone.
🔑 4. You may be logged in with another e-mail address
If the tracker already belongs to you, check that you are logged in with the e-mail address used during the first setup.
💡 Selling or giving away your tracker?
Remove it from your account before handing it over (tracker charged, nearby, Bluetooth turned on). Otherwise, the new owner will not be able to set it up.