Support

Questions and answers

Why can’t a sweep see every tracker?

Untrail listens for Bluetooth signals that devices broadcast. A tag that is silent, switched off, out of range or not broadcasting at that moment can’t be seen, and GPS or cellular trackers, hidden cameras and microphones don’t use these signals at all. A sweep that finds nothing is not proof that nothing is there. Results are labelled with a confidence level, and readings are approximate: walls, bags and your own body change the signal.

What do “Unnamed device” and labels like “Apple headphones” or “Possibly AirPods Pro 2” mean?

Many Bluetooth devices don’t broadcast a name. Untrail shows these as “Unnamed device” with a short code so you can tell them apart. Some broadcasts include a maker identifier, so Untrail may show a hint such as a brand, “Apple headphones” with “Possibly AirPods Pro 2”, or the Bluetooth format a device uses.

These hints come from the device’s own broadcast and can’t be verified. A hint is never proof of what a device is, and it doesn’t affect whether Untrail treats a signal as a possible tracker.

What does Journey Guard need, and what does it watch for?

Journey Guard needs Bluetooth and Always location access, so it can keep comparing where a tag was seen while your screen is off. Turn on notifications to receive alerts. With the standard settings, it flags a supported tag seen at 3 or more places at least 200 m apart over 10 minutes or more.

Journey Guard watches for Tile, Samsung SmartTag and Chipolo tags, and some generic Bluetooth tags. Apple Find My network items appear in sweeps while the app is open; in the background, your iPhone’s own alerts cover them. If you allow location only While Using, sweeps and Locate still work.

Why did my trip end after 2 hours?

Free guarded trips last up to 2 hours. If notifications are on, Untrail tells you when a trip is about to end and when it has ended. You can then start another trip. Untrail Plus removes the limit and allows multi-day trips. Sweeps, Locate, alerts, Trusted Tags, Standard evidence reports, What now? playbooks, Discreet mode and Arrival Check stay free.

How do I restore or manage Untrail Plus?

On the Home screen, tap Settings (the gear), then Untrail Plus. Under Your purchases you can choose Restore Purchases, Manage subscription or Redeem code. Make sure you are signed in with the same Apple Account you used to buy.

Subscriptions renew automatically unless cancelled at least 24 hours before the end of the current period. You can also manage or cancel them in your Apple Account subscription settings. Lifetime is a one-time purchase. Payments and refunds are handled by Apple. See the Terms of Use (Apple Standard EULA).

How do Discreet mode and Quick exit work?

In Settings, open Discreet mode. You can choose neutral notification wording, a neutral abstract app icon, and a Face ID or passcode lock with a choice of when it locks after you leave the app. The lock needs a device passcode.

Quick exit is available on every screen: tap the circle button at the top right, or touch and hold the screen title. VoiceOver users can choose the Quick exit action. It covers the app with a neutral screen and doesn’t stop an active trip.

Discreet mode reduces what is visible, but it can’t hide every trace. Screen Time, notification history, Spotlight and other parts of iOS may still show that Untrail was used.

How do I delete my data?

In Settings, open Trip data and retention:

• Keep trip data sets how long ended trips are kept: 7, 14, 30, 90 or 365 days, or never automatically deleted. The default is 30 days.
• Select a trip and choose Delete trip to remove it with its notes and photos.
• Delete all data ends any active trip and removes all trips, sightings, trusted tags, saved places and attachments. This cannot be undone.

Saved places can be removed by swiping them in Saved places. Deleting the app removes all of its data. See the Privacy Policy for what is stored.

How do Trusted Tags work?

If a tag belongs to you or someone you know, open it from a sweep and choose Trust, then give it a label. Trusted tags don’t raise alerts. Some tags change their Bluetooth identifier from time to time, so trust applies only to the current identifier and you may need to confirm it again. To stop trusting a tag, select it in Trip data and retention and choose Untrust.

Bluetooth or location seems to be off. What should I check?

On your iPhone, open Settings › Apps › Untrail and check that Bluetooth is allowed. For Journey Guard and arrival reminders, set Location to Always. Sweeps, Locate and an Arrival Check you start yourself don’t need location.