Frequently Asked Questions
Why is there limited coverage when GPS works anywhere in the world?
While it's true that GPS works everywhere in the world, Wherify's location technology uses GPS and digital wireless (GSM) technologies to find and communicate the location of the person wearing the device. Signals and service from both are needed for complete, end-to-end location reporting to occur. Since Wherify's technology uses GPS coordinates on a nationwide digital wireless network, the phone needs to be within the coverage area for the communication to occur.
Will the technology work everywhere I go?
The performance and coverage may vary. The performance of every wireless communications system is subject to local conditions, like GSM network coverage and where a caller is located when they use their phone. Wherify’s wireless location solution is not only subject to local conditions in the wireless network since it uses the wireless network to relay position requests and information to and from the phone, but it is also subject to local conditions that can affect GPS performance, such as: GSM calling coverage and local conditions in the GSM network; The location of the GPS satellites in space in relation to the phone; The amount of blockage between the phone and the sky, and; How the phone is being held.
How does the Wherifone technology work?
The Wherifone combines GPS and GSM technologies. When you do a location request, the Wherifone will reference a system of 24 GPS satellites circling the earth. At the same time, the Wherifone taps into the GSM network based on the location of the closest GSM cell tower to narrow down the search window for GPS signals. This significantly shortens the time it takes to get a GPS reading. In addition, in places where GPS signal strength is weak, such as inside a concrete building or an underground parking structure, Wherify’s Location Service Center will fall back on GSM cell tower location. This way, the Wherifone is equipped to get a location reading regardless of GPS signal strength. The Wherifone must have GSM network coverage, however, to work.
Where can I buy a Wherifone?
You can purchase a Wherifone online (www.gps-applications.com).
How much will the Wherifone cost?
The estimated retail price of the Wherifone is USD $99.95, though price may vary between retailers.
What other applications are you thinking of applying this technology to?
Because our mission is to enable people to locate loved-ones as well as any items of value, we are developing applications for vehicle tracking, asset tracking, personal electronics and pet care.
When will Wherify's location products and services be available?
We expect the that Wherify's next generation locator, the Wherifone GPS locator phone, will be available in the US and other markets around the world in 2006.
What service plans are available for the Wherifone GPS locator phone?
Go to the Service Plans page online (www.wherify.com/wherifone/).
Will Wherify's products be available outside of the United States?
Wherify's Wherifone GPS locator phone runs over GSM networks, and can function nearly anywhere in the world within a GSM network. There are over 160 countries with GSM networks around the world today, giving Wherify-enabled devices a global footprint. International distributors will be announced as they occur.
How can I be among the first to know about the latest developments at Wherify?
Join our Notification List! We'll keep you updated and let you know our latest developments. The information you provide will be kept confidential and only used by Wherify Wireless to notify you of product updates. Click here to sign up on our Notification List.
What is the warranty for my device?
The device has a warranty of 365 days from the date of purchase. Details can be found in the Warranty Policy
Is there a replacement plan for my Wherifone device in the case of theft, loss, or accidental damage?
Enroll in the Phone Protection Plan (details can be found on the Service Plan page)
Can anyone else track my child’s phone? How secure is the service?
The account holder with access to the account information has the ability to track the Wherifone. The account holder should not disclose the Subscriber ID and/or PIN to others.
Technical FAQ's
How do I activate and use my Wherifone?
To activate your Wherifone, call 1-877-WHERIFY or 1-877-943-7439. To use your Wherifone, please refer to the Quick Start Guide (insert link to PDF file). For more details, refer to the User Guide.
How does the SOS button work?
In the case of an emergency, you can push the SOS button, which is pre-programmed by the manufacturer to dial 911. The SOS button will work even if you are out of units or your Wherifone is locked. The cost of the emergency call is already included in your monthly service bill as a part of the government taxes and surcharges.
How do I program, change, or disable the SOS button?
In the case of an emergency, you can push the SOS button, which is pre-programmed by the manufacturer to dial 911. The SOS button will work even if you are out of units or your Wherifone is locked. The cost of the emergency call is already included in your monthly service bill as a part of the government taxes and surcharges.
How do I get a new phone number?
The phone number is assigned by the Customer Care Representative and, unfortunately, cannot be changed.
Can I use the Wherifone SIM card with another GPS phone?
The SIM card that comes with the device is designed for Wherifone's, so the service features will not work as intended when the SIM card is inserted into another wireless device, whether or not it is GPS-enabled.
How do I get numbers programmed into my Wherifone?
Log onto www.wherify.com by entering you Subscriber ID and PIN, and select Device Set Up from the menu. Follow the instructions on the website on how to program a button.
How do I clear a phone number button?
You cannot completely clear a phone number button, but you can replace that button with a different phone number or program it to be a locate button.
How do I clear a locate button?
You cannot clear a locate button, but you can change it to call a phone number.
Can I call anyone I want to on my Wherifone?
You can only call numbers from the Wherifone that you have been pre-programmed online. Each number you program can contain a maximum of 20 digits.
Can anyone calling from any number reach me?
Yes, anyone can call by dialing the Wherifone’s number. Even if a caller’s number is not pre-programmed into the phone, he/she can still call the Wherifone’s number. Please note that incoming call minutes do count as service plan units.
How do I answer my Wherifone?
Push the menu/OK button.
How do I end a call on my Wherifone?
Push the Power Off/End button.
How do I turn on my Wherifone?
Press and hold the Power button on the left hand side of phone for 2 seconds.
How do I turn off my Wherifone?
Press and hold the Power button on the left hand side of phone for 4 seconds, or press and hold the Power Off/End button located in the center of the face of the phone for 5 seconds.
How do I reset my Wherifone back to its default settings?
Reset your Wherifone by inserting a paper clip point into the small hole next to the right of the keypad and turning on your Wherifone again. Make sure that you program numbers back into your Wherifone after you reset it.
My Wherifone seems to turn itself off.
Reset your Wherifone by inserting a paper clip point into the small hole next to the right of the keypad and turning on your Wherifone again. If this problem persists, Call 1-877-WHERIFY or 1-877-943-7439.
My keypad buttons are not working properly.
Reset your Wherifone by inserting a paper clip point into the small hole next to the right of the keypad and turning on your Wherifone again. If this problem persists, Call 1-877-WHERIFY or 1-877-943-7439.
My Wherifone’s voice quality is poor, or I cannot hear my callers.
Increase the phone volume or move to a place with better reception. If this problem persists, Call 1-877-WHERIFY or 1-877-943-7439.
How do I change the ring tone or ringer volume?
Press Menu/OK, and scroll to select the ring tones icon or the ringer volume icon. For the ringer volume, while you are in that menu option, adjust the volume level by pressing Phone Book or SOS buttons or “+” or “-“. Pressing the Menu/OK button will set your ringer volume.
How do I set my Wherifone on vibrate mode?
Press Menu/OK, and scroll to select the ring/vibrate icon. By default, the Wherifone is on ring mode. You can only select either ring or vibrate (silent).
Can I get a phone call in the middle of a location request?
Yes, you can receive a phone calling during a location request. However, location results may not be generated or reported because of the interruption, so the location request may need to be initiated again.
Will my location request go through if the Wherifone is being used on a voice call?
The Wherifone cannot be located when it is being used on a voice call.
Is there call waiting?
Call waiting is currently not an available feature on the Wherifone.
How do I check for a missed call?
Checking for missed calls is currently not an available feature on the Wherifone.
What is the SMS or text messaging capability of the Wherifone?
The Wherifone does not support (cannot send or receive) SMS or text messaging. However, parents can use SMS on their own mobile phones to request and receive locate information.
Is there voice mail?
Voice mail is currently not an available feature on the Wherifone.
What is the LSC or Location Service Center?
The LSC or Location Service Center is Wherify’s secure web site that allows parents or guardians to determine the location of their loved one’s Wherifone. The location information can be displayed on a street map as well as an aerial map with the approximate street address. In addition to setting up location requests, you can also program the Wherifone buttons on this site. Access the LSC at by logging onto www.wherify.com.
How do I perform a web/online locate?
Logon to the LSC using your Subscriber ID and PIN, and click on the “Locate” button for your designated Wherifone device. You should receive locate information within a minute and be able to view the results on street and aerial maps.
What are the system requirements to access the online LSC?
To access the LSC on the web, Internet Explorer browser versions 6.0 and higher, or Netscape 4.7 and higher, are supported.
How long does it take to perform a single locate?
It usually takes under a minute to perform a single locate through the online LSC. However, atmospheric, environmental, and geographic conditions as well as satellite position may prolong that time.
How do I stop a “follow now” session?
To stop or cancel a "follow now," perform a single location request (a "find now") by logging onto the Location Service Center online, or have the Wherifone user push the keypad button that has been programmed to locate.
My Wherifone doesn’t turn on.
Your Wherifone is probably out of battery power. First charge the Wherifone’s battery. If the problem persists, reset the Wherifone. Otherwise, contact Wherify Customer Care at by calling 1-877-WHERIFY or 1-877-943-7439.
How do I charge the Wherifone?
Use the provided standard battery charger to charge the Wherifone battery (do not use other wireless device chargers). Plug the charger into a working power outlet and insert the other end of the charger into the Wherifone. Charge the Wherifone for at least three hours or until the battery icon stops flashing.
What is the “Set Button for Locate” button command?
Say you want your child to notify you once he gets dropped off at a friend’s house. But instead of you performing the locate, you want him to perform the locate because you don’t know what time he will arrive. The “Set Button for Locate” button command allows the Wherifone user to do a single locate from the Wherifone device. To program a button on the Wherifone keypad to perform a locate, logon to the Location Service Center online. Click on “Device Set Up” and change the current button set up by assigning “Set Button for Locate” under the Button Command.
How do I program a button to locate?
Say you want your child to notify you once he gets dropped off at a friend’s house. But instead of you performing the locate, you want him to perform the locate because you don’t know what time he will arrive. The “Set Button for Locate” button command allows the Wherifone user to do a single locate from the Wherifone device. To program a button on the Wherifone keypad to perform a locate, logon to the Location Service Center online. Click on “Device Set Up” and change the current button set up by assigning “Set Button for Locate” under the Button Command.
How do I set up a "follow now"?
Logon to the LSC using your Subscriber ID and PIN, and click on the “Follow Now" button for your designated Wherifone device. You can then enter the number of location requests you wish to do, and the amount of time between them. Also, by default, you will receive location results after every successful locate (hence, the “1” automatically filled into the last box), but you can change that to receive locate information between any number of location requests. The successive location requests will be mapped out for you to view online.
How do I lock/unlock my keypad?
Press the Menu/OK button, and then scroll and select the Lock icon to lock/unlock the keypad. If your keypad is already locked, and you want to unlock it temporarily to make a call, hold down the Menu/OK button for three seconds. The keypad will automatically relock one minute after you have completed your call or locate.
How do I find the IMEI and Serial Number (S/N) of my Wherifone?
The IMEI and Serial Number are located on the backside of your Wherifone as well as on the packaging/box in which the phone was purchased. You can also find the IMEI number when you logon to the online LSC and select “Device Set Up.” Or you can go into your Wherifone device’s menu mode to find the IMEI number.
How do I change the Device Name?
Logon to www.wherify.com and click on Device Set Up. Then click on the Update link next to Device Name.
I don’t know or I forgot my Subscriber ID.
You can easily retrieve your Subscriber ID by confirming your identity on the account. On Wherify Location Service Center logon page, click on “Forgot your Subscriber ID?” and you will be prompted on another page to enter your name, postal code of the address on file, and your email address, where the Subscriber ID will be sent shortly. If you are still having trouble, call 1-877-WHERIFY or 1-877-943-7439.
Can I change my Subscriber ID or PIN?
Logon the Wherify Location Service Center site and click on “Manage Account.” Next to “Account Information,” click on “Change” to modify your Subscriber ID or PIN.
I can’t seem to program a button.
Make sure that the Wherifone is turned on and is not in use. If you still can’t program a button, move to an area with GSM reception and better GPS signal strength.
I can’t seem to make or receive calls.
The GPS signal strength and/or GSM reception may be poor. Check the signal strength bar/icon on the phone display, or see the coverage map online. Make sure that your Wherifone is exposed to as much open sky as possible. In regards to making a call, confirm first that you have programmed the number correctly (online or via SMS).
I can’t seem to complete a location request.
Make sure that the Wherifone is turned on and that the battery is not low. If necessary, move to an area with GSM reception and better GPS signal strength.
Will I be able to locate the Wherifone if it is turned off?
The Wherifone cannot be located if it is turned off.
My location requests keep timing out online.
The Wherifone may be turned off, or it is in an area where GPS signal strength and/or GSM reception is poor. In some cases, the Wherifone may take a few minutes to perform a successful locate as a result of being in less than optimal conditions. Check the history page online in five minutes again.
Why does the phone battery die shortly after I’ve recharged it?
You may not have fully recharged the phone – charge it for at least three hours. Your battery life also depends on how you use the phone. A fully charged battery can sustain up to 100 location requests, 4 days of standby time, or 300 minutes of voice call.
What is the difference between a "find now" and "follow now"?
A "find now" is a one-time impromptu location request. A "follow now" is a series of automatically reoccurring location requests.
How do I perform a locate?
There are three ways to perform a location request: 1. Logon to Wherify’s Location Service Center at http://www.wherify.com, and set up to receive your location notification online, from a mobile phone, or via email. 2. SMS shortcode 562283 (LOCATE) and request location in the text body (“Locate [device] [PIN]”). For more details, logon at http://www.wherify.com. Your mobile phone must be able to send and receive text messages through your service plan. 3. Call Wherify (1-877-WHERIFY or 1-877-943-7439) to request and receive your location notification through an automated interactive voice response or a live Customer Care representative.
How do I get the best possible results whenever I perform a location request?
For best results, perform location requests with the Wherifone outside or positioned so that it is exposed to open sky as much as possible. This is especially important when performing your first location request or when you have turned off your phone and have traveled more than 310 miles (500 km) away from your original destination when the Wherifone was last used. Make sure you are in an area with GSM coverage.
What does GPRS failure on the phone screen mean?
The Wherifone is unable to complete a location request because the GSM coverage is poor. Check the signal strength bar/icon on the phone display. You will not be charged for unsuccessful location requests.
I am getting dropped calls.
The GSM reception may be poor. Check the signal strength bar/icon on the phone display, or see the coverage map online. Make sure that your Wherifone is exposed to as much open sky as possible.
How do I use the Menu button on my Wherifone?
Enter menu: push Menu/OK and hold for 2 seconds Scroll menu: use Phonebook (right arrow) and SOS (left arrow); or "+" and "-" buttons on the side of the phone Select icon: press Menu/OK Cancel selection: press Power Off/End Return to main display: press Power Off/End
I only received a portion of the location requests from a “follow now” session I requested.
Missing location requests occur when the Wherifone user is in an area with no GSM reception and/or poor GPS signal strength. Check the signal strength bar/icon on the phone display, or see the coverage map online. Make sure that your Wherifone is exposed to as much open sky as possible. Also, the Wherifone may be turned off or on lower battery power. In this case, fully charge the Wherifone before performing a location request. You will not be charged for unsuccessful location requests in "find now" or "follow now" sessions.
Billings and Service Plan FAQ's
How do I add a line to my current phone plan?
Check the service plan page on www.wherify.com under the Add A Phone Plan if you are a US customer, or the Family Plan if you are a Canadian customer.
When I receive a call, does that still count towards the units in my plan?
Yes, talk time units are included in both outgoing calls as well as incoming calls.
Are there unlimited evening and weekend minutes?
Wherify specializes in locator services, so we are unable to offer unlimited minutes the way telecommunications companies do in the voice service plan space. However, you do not pay a premium to perform location requests, as other mobile service plan companies require. You can use your allotted minutes as either voice calls or location requests.
Can my units rollover if I don’t use it all in any given month?
Units will not rollover, so it is best to maximize your usage of the allotted units each month. If you are a US customer, consider enrolling in the Rate Protection feature so that you don’t need to actively keep track of your unit usage.
How do I change or disconnect my service plan?
Call 1-877-WHERIFY or 1-877-943-7439. Canceling your service before the contract is up will result in a cancellation fee of $20/month for each remaining month on your contract.
How do I know when my phone is roaming?
Your Wherifone is roaming when you see a different carrier name on the display than what you normally see given your local network at home. The Wherifone supports national roaming, but not international roaming at this point in time.
How do I set up international access on my Wherifone?
International access (international roaming) is not automatically accessible through your Wherifone. Although this feature is not currently available with Wherify, call 1-877-WHERIFY or 1-877-943-7439 for more details on future access.
When do I get my bill?
You will receive your first monthly billing statement after activation prorated to the closest billing cycle, and then on an approximate 30 day basis thereafter for the term of your contract.
When do I need to pay my bill by?
You need to pay the monthly bill on or before the each invoice’s due date, which is approximately 28 days from the end of the last billing period.
Can I change my billing cycle?
Yes, for your convenience, you may contact Wherify Customer Care at 1-877-WHERIFY or 1-877-943-7439 to change your billing cycle. Your monthly billing statement will be prorated and adjusted during the month in which you make the billing cycle change. You may change your billing cycle a maximum of two times a year.
Can I get my bill emailed to me?
Yes, call 1-877-WHERIFY or 1-877-943-7439 to request for your bill to be sent via email instead of postal mail.
How do I change my billing, account information, or Subscriber ID from Wherify?
Logon to www.wherify.com and click on Manage Account to change your account information.
How will I know when I’m running out of units for any given month?
Wherify leaves it up to the customer to self-manage the number of location requests and amount of talk time used before incurring additional local units. However, enrolling in the Rate Protection feature (available to US customers only) will eliminate the need to keep track of units for any given month, because the plan will adjust to the level of customer need accordingly.
How do I pay my monthly bill from Wherify?
You can send a check along with the remittance stub that comes with your monthly statement through postal mail. Or, you can set up to have automatic monthly deductions through a checking account or credit/debit card by calling 1-877-WHERIFY or 1-877-943-7439.
I am charged for a call or locate that I did not make or request.
Have your bill in hand as well as the reference number of a line item under dispute as you call 1-877-WHERIFY or 1-877-943-7439.
I received a late charge – can that fee be waived?
If for whatever reason you anticipate missing payment, arrange in advance to pay your wireless bill early so that you do not incur any late charges.
Am I charged for unsuccessful location requests?
You will not be charged for unsuccessful location requests. If your monthly statement contains a billing error, please call 1-877-WHERIFY or 1-877-943-7439.
How do I find out how many units I have in my plan?
Call 1-877-WHERIFY or 1-877-943-7439 to speak to a Customer Care Representative about your service plan.
Shipping FAQs
How do you ship orders?
Standard UPS 2-5 Days, or UPS Next Day Air
What are the shipping costs?
The shipping costs given each option will be indicated as you order online or through a representative if you order by calling Customer Care.
Will I get confirmation of purchase or shipment?
You will receive a purchase confirmation email after your order has been financially transacted. A shipment confirmation email will follow within one or two business days to indicate order shipment.
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