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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: Top questions

How do I get started?

Follow these steps to Register, Download, and Activate Locked&Found.

Step 1: Registration & Download
This step MUST be completed on the mobile device and not on a laptop or desktop computer. First, you must register your device. For this you will be required to enter the GSP# from your receipt. On your device\u2019s browser open m.lockedandfound.com and select your device type, then follow the steps. Take care to enter your details correctly as this information (particularly your registered email and password) will be used to access your secure account. Depending on your device selection, you will either register first and then download the app, or download first and then register after you have launched the app.

Step 2: Activate
The app is now installed and may need to be activated (not required for Android or Apple operating systems) so that it's communicating with our servers. If it needs to be activated, you can do this by either (1) restarting the device, (2) by launching the app and selecting ACTIVATE NOW, or (3) by logging in to www.lockedandfound.com and selecting ACTIVATE. You'll see a notification on your screen when the app has been activated.

Step 3: Try
Your device is protected by Locked&Found. Please familiarize yourself with how it works. On this site, you can Lock and Locate your device, customize the app settings, and more.

What do I do if my gadget is lost or stolen?

When you first become aware that your device is missing, you should immediately Lock and Locate.
Step 1: Lock your device to protect it from unauthorized use.
To lock your device you can:
•\u2022 Go to www.lockedandfound.com and select LOCK DEVICE.
• Text your 4 digit locking code (this functionality is not available for iPhone) from any other cell phone to lock your device.
• \u2022 If you need to lock an iPhone, text LOCK to 95495. You\u2019ll be sent a link to access your account from any mobile device, and then you can lock it from there.
Step 2: Locate your device. Login to your Locked&Found online account, click the Map Location icon and select FIND. When location information is received from your device the location map will be updated.

How can I verify that I'm activated?

You can verify that you have downloaded and activated the application on your device by logging in (www.lockedandfound.com) and attempting any of the activities available (i.e. Lock / Unlock, Locate your device). Or you can text your 4 digit locking code to your device from another one (not available for iPhones).

What's my GSP#?

This is your Locked&Found Contract number. It can be found on your store receipt. It will be identified by the letters GSP, but sometimes GSBTP or BTP may be used.

Category: Installing Locked&Found

What operating systems are supported?

Locked&Found is designed to work on any mobile device running any of the following:
• Blackberry 4.2.1 and above
• Android 1.6 and above
• Apple iOS 4.0 and above (iPhone & iPad)
• Windows Mobile 6.0 and 6.5
• Symbian 3rd & 5th edition

The app is listed as an iPhone app in iTunes (app store). Can I use it on my iPad?

Yes, Locked&Found is designed to work on the iPad too.

Does Locked&Found work with Google Voice?

Please use the actual phone number of your device when registering Locked&Found.

Can I install Locked&Found on my memory card?

We do not allow installation of Locked&Found on the memory card.

I am having difficulty getting Locked&Found to work even though it is a supported device and operating system. What could be wrong?

It may be that your device is secured as part of an IT security policy by your company. This may prevent you from installing or running any third party applications on your device. Contact your IT administrator about the IT security policy. You can also contact us with a brief description of your problem, along with details of about your device.

Why do I need a 4 Digit locking code?

You can use your 4 digit locking code to lock your device if it is lost or stolen.

Phones: Simply text your 4 digit locking code to your phone from any cell phone and this will activate the lock. You can also use your 4 digit locking Code to unlock the device when the lock is activated. This code is set up as part of the registration process and can subsequently be changed (or checked) by logging in on www.lockedandfound.com and selecting DEVICE/TAG SETTINGS.

Tablets: You can use your 4 digit locking code to lock your tablet if it is lost or stolen. The tablet must have cellular capability; this does not work for Wi-Fi-only tablets. Simply text your 4 digit locking code to your tablet from any device and this will activate the lock. You can also use your 4 digit locking Code to unlock the phone on the tablet when the lock is activated. This code is set up as part of the registration process and can subsequently be changed (or checked) by logging in on www.lockedandfound.com and selecting DEVICE/TAG SETTINGS.

Tablets: You can use your 4 digit locking code to lock your tablet if it is lost or stolen. The tablet must have cellular capability; this does not work for Wi-Fi-only tablets. Simply text your 4 digit locking code to your tablet from any device and this will activate the lock. You can also use your 4 digit locking Code to unlock the phone on the tablet when the lock is activated. This code is set up as part of the registration process and can subsequently be changed (or checked) by logging in on www.lockedandfound.com and selecting DEVICE/TAG SETTINGS.#

I installed Locked&Found, now what?

After installation, Locked&Found will activate itself automatically. You should log in at www.lockedandfound.com and edit your account details as soon as possible. Be sure to include an alternate mobile phone number for us to contact you in the event we recover your lost or stolen device.

Will installing Locked&Found affect the performance of my device?

While Locked&Found runs continually in the background, it is in sleep mode until you perform an action like LOCK or FIND. It doesn't affect the performance of your phone at all and does not cause a significant increase in battery consumption.

How do I uninstall or deactivate the Locked&Found app?

Android devices: Menu > Settings > Applications > Manage applications > Locked&Found > Uninstall

Android devices: Menu > Settings > Applications > Manage applications > Locked&Found > Uninstall

How do I cancel the Locked&Found service?

How do I cancel the Locked&Found service?
1. Log in at www.lockedandfound.com and delete the device(s).
2. Contact Best Buy directly and arrange to have Locked&Found service discontinued.
3. Uninstall the app from your device.

Category: Using Locked&Found

How do I customize Locked&Found?

Locked&Found offers you a range of customizable settings which may or may not apply depending on the capabilities of your device such as voice calling and cellular connectivity. All of these settings can be changed from www.lockedandfound.com at any time.

Locked&Found offers you a range of customizable settings which may or may not apply depending on the capabilities of your device such as voice calling and cellular connectivity. All of these settings can be changed from www.lockedandfound.com at any time.

Note: This functionality is not available for iPhone or iPad.

Does Locked&Found work if the device is taken out of my network or to another country?

Locked&Found is just as effective outside the country and your network. All features of Locked&Found will work no matter where in the world the device is. However, if you are out of the country and on roaming, you will incur roaming charges through your carrier if you use Locked&Found.

Note: This functionality is only available on cellular-enabled tablets, and does not work on iPads or Wi-Fi-only devices.

Can Locked&Found locate the device if it\u2019s turned off?

The last known location will available to view on www.lockedandfound.com. However, no new location updates will be available until the device is turned on.

Can I change my SIM card to another device?

If you want the Locked&Found application to work on the device you inserted the SIM card into, you need log in at www.lockedandfound.com and delete the original device. Then you will need to use your current device's browser to log in at m.lockedandfound.com and go through the registration process for the new device.

Category: Locking/Unlocking your device

How do I lock my lost or stolen device?

There are 3 options:
• Log in on www.lockedandfound.com and select LOCK.
\u2022 For phones, you can text your 4 digit locking code (not available for iPhone, iPad, or Wi-Fi-only devices) from any other phone to lock your phone.
\u2022 For iPhone, iPad, and Wi-Fi-only devices, you can text LOCK to 95495. You will be sent a link to access your account from any mobile device, and then lock your device from www.lockedandfound.com.

How do I unlock my device?

If you have locked your device, you can unlock it instantly by either entering your 4 digit locking code on your device or by logging in on www.lockedandfound.com and selecting UNLOCK.

My tablet has locked automatically, what should I do?

The Locked&Found app has a setting which can be enabled to lock your tablet when it goes offline. This is designed to protect the tablet if it is removed from a Wi-Fi zone by a thief. To unlock it, tap the LOCK screen, then TOUCH TO UNLOCK, then enter your locking code. If the tablet enters the Wi-Fi zone it was previously connected to, it will automatically unlock.

Note: Clicking the UNLOCK DEVICE on www.lockedandfound.com will not unlock a tablet which has automatically locked from going offline.

I clicked LOCK/UNLOCK DEVICE on www.lockedandfound.com but nothing happened.

This indicates that the application is either not installed on your device OR it has been installed but not activated. Please see \u201CHow do I get started?\u201D above.

What does Lock & Wipe do?

Lock & Wipe locks your Android device and:
• Wipes sent, inbox, and outbox SMS messages.
• Wipes all the contacts.
• Wipes all the contacts.
• Wipes all data on the external SD card.

Note: Use with caution. The data cannot be recovered. You can cancel Lock & Wipe by unlocking the device from www.lockedandfound.com or by entering the unlock code, but all data wiped prior to this point cannot be recovered.

I activated Lock & Wipe and now I can\u2019t access my external SD card.

On certain devices, Lock & Wipe will temporarily cause the SD card to stop working. To fix this, remove and reinsert the SD card into the device, then restart it.

What if my device is switched off when I lock it?

The lock instruction remains outstanding and the next time the device is switched on, it will be locked.

Will my device remain locked after restarting?

Yes, your device will stay locked after restarting. Only you can unlock it by either entering your 4 digit locking code on the device or going to www.lockedandfound.com and unlocking it.

Can I lock my device even if the SIM is changed?

Yes, by selecting the DEVICE/TAG SETTINGS on www.lockedandfound.com, you can set your preferences to lock your device if the SIM card is changed. Also, our patent-pending tracking technology tracks the SIM in your device. This also allows you to send instructions to your device from www.lockedandfound.com no matter what SIM is in it.

Note: On iPhones and iPads, just swipe and enter your passcode.

If SIM Change Lock is enabled and I insert another SIM, the cellular device gets locked. Will the cellular device unlock when I insert my original SIM?

If SIM Change Lock is enabled and I insert another SIM, the cellular device gets locked. Will the cellular device unlock when I insert my original SIM?

Note: The \u201CIf SIM Change Lock\u201D functionality does not work for the iPhone, iPad, or Wi-Fi-only devices.

Could a thief still use my device after it is locked?

No, other than picking up incoming calls, making an emergency call, or a call (devices with a cellular connection) to report the device found to us. A lost device is often found by people who don\u2019t intend to steal the phone, so they can contact us with details. Then we send their information to you automatically in an email and to your alternate mobile phone number so you can arrange to get your phone pack.

How do I see images taken by my device after locking?

Android devices running OS version 2.2 and above, iPhones, and iPads will take a picture if the device is locked, if you have selected Allow Images . You can view the images on www.lockedandfound.com.

I forgot my 4 digit locking code. What should I do?

Log in on www.lockedandfound.com and unlock your device from there. You can also change your locking code by selecting DEVICE TAG/SETTINGS.

How do I remove the passcode on my iPhone or iPad?

To remove the passcode you first must remove the configuration profile downloaded with the app. You can do this from the home page. Select Settings > Profiles > Secure PIN and Wipe > Remove. This will require you to enter the passcode. Once the profile has been removed, go back to Settings > Passcode Lock (you must enter the passcode again) > Turn Passcode Off (you\u2019ll have to enter the passcode one final time).

Category: Account Settings

Can I have multiple devices on one Locked&Found account?

Yes, multiple devices can be registered. The account login ID is the registered email address, so all devices must be registered using that same address. You must enter each device\u2019s GSP# during registration.

If I delete a device, can I un-delete it?

You have 7 days to undo a device deletion. When you select a device to delete, it will remain in a pending state for 7 days. This will be clearly visible on www.lockedandfound.com. After that, the device will be permanently deleted unless you register the GSP# for the device again.

How do I change my phone number?

If you enter your phone number incorrectly when registering, log in at www.lockedandfound.com and select DEVICE/TAG SETTINGS. From here you can change your phone number.

If you enter your phone number incorrectly when registering, log in at www.lockedandfound.com and select DEVICE/TAG SETTINGS. From here you can change your phone number.

If an incorrect email address is entered as part of the registration, the registration email will not be delivered and you won\u2019t be able to log in on www.lockedandfound.com. This can be corrected, but the account owner will need to be verified. You\u2019ll need to contact us at 1-800-GEEKSQUAD (for mobile phones) or 1-866-426-8695 (for tablets) so that we can verify your GSP# and make the necessary changes.
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