We are deploying a special version (MyPhones v1.6) for our long-time golden customer who has been using our app.
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🛠Common Issue

🛠 Troubleshooting – Common Issues in MyPhones

This section helps you identify and resolve common problems related to the MyPhones Agent and Admin apps.

1. GPS location is not updating

Possible causes:

  • Location permissions not granted

  • Device GPS is turned off

  • Background restrictions or battery optimization are blocking the app

  • No internet connection on the monitored device

Solutions:

  • Enable “High Accuracy” location mode

  • Disable battery optimization for MyPhones Agent

  • Ensure the device is online

  • Use the Admin app or Control Panel to trigger a “Get GPS Now” command

2. No data is being synced from the Agent device

Possible causes:

  • The monitored device is offline or turned off

  • The Agent app is not running in the background

  • Required permissions were denied

  • The device is not linked correctly to your account

Solutions:

  • Open the Agent app to verify status

  • Check permissions via Android settings

  • Ensure the device is linked correctly to your Admin account

3. Call logs or SMS messages are missing

Possible causes:

  • Missing permissions (READ_CALL_LOG, READ_SMS)

  • Android 10+ has restricted access to call and SMS logs

Solutions:

  • Manually enable call and SMS permissions in device settings

  • Use additional setup guides if Accessibility Services are required

4. The Agent app is not running in the background

Possible causes:

  • Battery optimization is stopping background processes

  • The app was closed or killed by the system

Solutions:

  • Go to: Settings → Apps → MyPhones Agent → Battery Set it to “Unrestricted” or “Allow in background”

  • Enable all background and autostart settings (varies by brand)

5. Admin app is not showing updated data

Possible causes:

  • The Agent device hasn’t synced yet

  • Data upload is delayed due to network or system queue

Solutions:

  • Check the internet connection on both devices

  • Use the Admin app or cPanel to send a manual “Sync Now” request

6. Cannot log in to Admin app or Control Panel

Possible causes:

  • Incorrect email or password

  • Account not yet activated

Solutions:

  • Use “Forgot Password” to reset credentials

  • Check your email inbox (and spam folder) for the verification email

7. Photos or media are not backed up

Possible causes:

  • Missing file access permissions

  • On Android 11+, MANAGE_EXTERNAL_STORAGE permission is required

Solutions:

  • Grant full storage access in Android settings

  • Make sure any file manager or security app does not restrict the app

8. Play Protect warning: “Unverified app” or “Potentially dangerous”

Explanation:

  • The Agent app is installed outside of Google Play so that Play Protect may issue a generic warning.

Solutions:

  • Temporarily disable Play Protect during installation.

  • Always download the APK from our official website to ensure safety.

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