Troubleshooting your Track feature

Having a problem with the Track Feature? Go through our checklist to ensure all your settings are correct: 

  • Has the person you want to track given you permission to track their live GPS location?
    • Yes, go onto the next question
    • No. If you want to track someone, they must grant you permission in their track tab before you can track them. This goes for people tracking you too. You must grant them permission. Once permission is granted, you may track your loved ones and request assistance on their behalf if you believe that they are in an area they are not to be within.
  • Do you have mobile data or an internet connection
  • Do you have your location settings enabled for your Namola App? This should be "Always" if you would like the Track Feature to work.
  • Have you granted Namola App access to the relevant app permissions?
    • Apple/ iOS devices: Go to profile>go to “App permissions”> if everything is correct it will say “Congratulations - All permissions are correct” otherwise please grant Namola the relevant permissions
    • Android: Settings>Apps>>Scroll down and select the Namola App>Permissions>Toggle the relevant settings to the right
  • If you have an Android device: Have you checked your Battery Optimisation settings? Some smartphones identify the Namola App as a power-intensive application and to save battery life (particularly when the battery is low), location settings may be disabled. With this you have two options: 
    • Switch off battery optimisation completely 
    • Allow Namola to bypass battery optimisation settings

My emergency contact did not receive a notification for my request to add them to the Track Feature or my contact did not receive an alert for my emergency.

Go through our checklist to ensure all your settings are correct

  • Have they installed the Namola App? 
    • If yes, go to the next question.
    • If no, they should have received a download link. If they did not just ask them to go to https://namola.com/share and to download Namola. As long as they register with the same number that you’ve invited them on, your request as an emergency contact will wait for them as soon as they’ve registered.
  • Have they enabled their push notifications?
  • Are they registered on Namola with the mobile number that you sent the invite to?
  • Do they have an active data connection and/or data bundle?

 

My contact did not receive an alert for my emergency

Check to make sure that the contact has the following:

  • Have they installed the Namola App? 
    • If yes, go to the next question.
    • If no, they should have received a download link. If they did not just ask them to go to https://namola.com/share and to download Namola. As long as they register with the same number that you’ve invited them on, your request as an emergency contact will wait for them as soon as they’ve registered.
  • Have they enabled their push notifications?
  • Are they still registered on Namola with the mobile number that is the emergency contact? 
  • Did they accept the request to be your emergency contact?
  • Do they have an active data connection and/or data bundle?

If yes to all of the above, was the incident:

  • A real emergency  AND were you requesting assistance for themselves?
    • If it was not a real emergency and/ or you were requesting for someone else, your trusted loved ones will not be notified but they will still be able to see your location via the Track tab. A loved one is only notified if: 
      • The emergency is marked as real.
      • The help you are requesting is for yourself, and not for someone else.
      • You indicate that you would like your emergency contacts to be notified.
    • If it was a real emergency and your loved ones in the Track tab were not notified: 

Still not working? Email our support desk or send us a WhatsApp to 063 708 4989