Help
Answers to the most common questions. Still stuck? Write to support@mytheftguard.com and include your Device ID (menu > the chip that looks like TG-XXXXXX). Please never send your password.
Sign-in and account
I did not get the 6-digit sign-in code
The code is sent when you sign in from a phone or browser that is not your protected phone. Wait two minutes, then check the Spam and Promotions folders for a message from noreply@mytheftguard.com. You can ask for a new code by signing in again (up to 5 codes per hour). It works for 10 minutes.
I did not get the email to verify my address
After you pay, we send one verification link to your email. Check Spam first. On the sign-in screen you can ask for a new link. If it still does not arrive, write to us with your Device ID.
I forgot my password
Use Forgot password on the sign-in screen. A 6-digit code is sent to your email and works for 15 minutes. Password reset is only available for accounts with an active subscription.
The app says "This account already protects another phone"
One account protects one phone. On the old phone, open My TheftGuard, choose Remove this phone in the menu, then sign in on the new phone.
The app says "This phone is already protected by another account"
One phone belongs to one account. Sign in on this phone with the account that protects it and choose Remove this phone in the menu. After that you can use another account on it.
Location and alerts
The map shows an old location
The map shows the last position the phone sent, with the time. A phone that is switched off, has no internet or has location turned off cannot send a new one. Open the dashboard and the phone sends a fresh position about every 30 seconds while you watch.
The phone stopped sending its location
Check that location permission is set to Allow all the time, that location is on, and that battery saving is not restricting My TheftGuard (Settings > Apps > My TheftGuard > Battery > Unrestricted). Some phone brands close background apps; allow auto-start for the app if your phone has that option.
I did not get the photos after an SOS
Photos are sent to your account email. Check Spam. The camera permission must be allowed, and the phone needs internet at that moment.
Subscription and payment
How do I pay?
Through Google Play in the Android app. The subscription renews automatically.
How do I cancel?
Cancel in the Google Play app (Payments & subscriptions). Access continues until the end of the period you paid for. All sales are final; see the Terms.
I paid but my account is not active
Activation normally takes under a minute. Sign out and sign in again. If it is still inactive after 10 minutes, write to us with your payment email and Device ID.
Your data
How do I delete my account and data?
In the app or on the website open the menu and choose Delete account, or use mytheftguard.com/delete-account.html. A Google Play subscription must be cancelled in Google Play.
Who can see my location?
Only the account you signed up with. See the Privacy policy.
Home · Privacy policy · Terms of Service · Delete account · Sign in