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Help & FAQ

The Geek Squad App includes the Geek Squad Tech Checker® and Locked&Found, which protects your device in case of loss or theft. You can get it free as part of Geek Squad Protection, or buy it separately at a Best Buy store.

Category: Setting Up

How do I get it?

Go to https://lockedandfound.geeksquad.com/webportal/downloads and follow instructions to get the app installed and activated on your device. .

How do I know if it is activated?

Sign into Your Account at https://lockedandfound.geeksquad.com/webportal/login to view your account and activate your phone. If you want to make sure you're all set up, just click "Locate" and you should see where your device is on a map.

Can I install Geek Squad on my memory card?

For Geek Squad to work, it needs to be installed on your device memory and not on a memory card.

I am unable to get it to work on my phone. What could be wrong?

First things first, check that the Geek Squad App is compatible with your device. The Geek Squad App works with:

- iOS 6.0 and above
- Android 4.0 and above
- Windows 8 Pro devices (excluding RT)

Note: your online web portal is compatible with all modern browsers:

- Internet Explorer 9+
- Firefox 16+
- Chrome 12+
- Safari 3.1+
- Opera 15+

How do I reinstall Geek Squad on my device?

1. Tap https://lockedandfound.geeksquad.com/webportal/downloads
2. Click the appropriate link to download the App for your device.

I have the old Geek Squad App and want the new App. What do I do to get it?

The new Geek Squad App is available on Android, iOS and Windows 8 Pro (excluding RT) platforms.
First, you need to remove the old App from your smartphone.
Then, tap https://lockedandfound.geeksquad.com/webportal/downloads and click the appropriate link to download the App for your device.

Can I remove Geek Squad from my device?

You can. Contact us on 1-800-433-5778 and we will take care of it for you.

Category: Subscription / Registration

My subscription has expired. What do I do?

Contact us on 1-800-433-5778 to renew your subscription and enable continued use of the Locked&Found module of the Geek Squad app.

I uninstalled the app then reinstalled it and am now unable to register

You need to use the same email address, password and policy number you originally used when registering the app on the same device. Just enter your details and then attach the appropriate device from your online Web Portal you wish to register or replace. Your GSP will be displayed alongside the appropriate device.

I do not know my policy number (GSP)

No problem! Contact us on 1-800-433-5778 with your details and we will help you get set up in no time. Your GSP is also displayed in your online web portal.

I cannot get to my forgotten password email as I can no longer access that email account?

No problem! Contact us on 1-800-433-5778 with your details and we’ll help you get set up with a new email address in no time.

Why is the app sending text messages that I am being charged for?

On installation a text message will be sent to our system to confirm the phone number of the device. If a user installs the app a number of times an SMS will be sent per installation (for Android only).

Category: Using Geek Squad

How do I report my device lost or stolen?

There are two ways to do this:

1. Send an SMS text message containing your Geek Squad PIN code to your device from any other cellphone (note: not available for iOS or Windows Phone 8). This will trigger the siren on your missing device.

2. Sign into your secure online account and click the Lost button. This will trigger the siren on your missing device.

Note: As part of your iOS App, you have the option to enable ‘Enhanced Protection’ from the Device Security card. This will install a security profile, which will automatically lock your iOS device after a period of time.

We recommend you never use Geek Squad to recover a stolen device yourself. Always report it to the police and they will take care of it for you.

My device is locked. How do I unlock it?

There are 2 ways to do this:

1. Click I Found it! in your online account

2. Tap your Geek Squad PIN code or your Apple passcode into the device.

What is my Geek Squad PIN code?

Your Geek Squad 4-Digit PIN code is the four digit number you chose when you were setting up the App. You will need it to lock/unlock your device. If you have forgotten the 4-Digit PIN code, don’t worry – you can still unlock your device from your secure online Web Portal. While you’re there you can reset your 4-Digit PIN code as well – through the device settings option.

What if my device is switched off when I report it lost in my web portal?

Once the device is switched back on and connected to the network, the App will know the device has been reported lost. It will even know this if a different SIM card has been inserted.

With Enhanced Protection enabled, your iOS device will automatically lock after a period of inactivity.

We recommend you never use Geek Squad to recover a stolen device yourself. Always report it to the police and they will take care of it for you.

Will my device still be in lost mode if it’s switched off and then restarted?

Absolutely. Lost mode can only be switched off by entering your 4 digit PIN (or your iOS passcode) or by clicking I Found it! from your secure online account.

We recommend you never use Geek Squad to recover a stolen device yourself. Always report it to the police and they will take care of it for you.

Will the device enter lost mode and stay in lost mode even if the SIM card is changed?

You can still report your device lost from within your online account no matter which SIM card is in it.

With Enhanced Protection enabled, your iOS device will lock automatically after a period of inactivity no matter which SIM is in it.

We recommend you never use Geek Squad to recover a stolen device yourself. Always report it to the police and they will take care of it for you.

Will Geek Squad work when I am abroad?

It will, but you may have to pay roaming charges if you are using Geek Squad in another country. Geek Squad is always in a sleep mode until you activate it. As long as the lock is not activated via your online account, there will be no additional roaming charges.

Can my device be located if it is turned off?

You will be able to see its last known location in your online account. You will only be able to see new location updates when the device is switched back on and connected to a network. We recommend you never use Geek Squad to recover a stolen device yourself. Always report it to the police and they will take care of it for you.
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Setting Up Subscription / Registration Using Geek Squad