You have just activated your tracker but it shows an incorrect location — for example Havířov or another place in the Czech Republic? This is completely normal at the start. The tracker needs a little time to capture its first GPS location.

• Take the tracker outside or at least put it on a window sill. GPS needs a clear view of the sky.
• Wait several minutes. It may take a while before the first location is captured.
• Check the current mode set. The location is not updated immediately in some modes — check whether the mode you have chosen fulfils your needs.

If the problem persists, contact us at info@malagps.cz.

The tracker does not send locations or is displayed as offline? First check the battery status, subscription and firmware — then try the following:

• How is the mobile network signal in the place where the tracker is? If the signal on your mobile phone is weak or non-existent in that place, or if 4G (LTE) is not available, the tracker has no way of making a connection. The biggest problems tend to be in forests and remote areas. Try placing your tracker somewhere else.
• Does the tracker have a view of the sky? GPS signals are blocked in closed spaces and inside buildings. Take the tracker outside or to a more open place.
• Try to wake the tracker up. Shake it or put it onto the charging mat.
• Try the tracker in a different place. If the tracker is new and always in one place, take it on a walk or to work — this lets you check whether the problem is a specific location.

If the problem persists, contact us at info@malagps.cz.

The tracker was working before but has now stopped sending updated locations? First check the battery status, subscription and firmware — then try the following:

• Does the tracker have a view of the sky? GPS signals are blocked in closed spaces and inside buildings — take the tracker to a more open place.
• How is the mobile network signal in the place where you use the tracker? If the signal on your mobile phone is weak or non-existent in that place, or if 4G (LTE) is not available, the problem could be network coverage. The biggest problems tend to be in forests, remote areas and villages. Try taking your tracker somewhere in the open and watch whether the location starts to update again.
• Are you abroad? Operation of the Mala GPS tracker is not supported in some countries. You can find a list of supported countries on the Mala GPS website.

If the problem persists, contact us at info@malagps.cz.

The tracker does not react when put onto the charging mat, or it stops charging at a lower battery level (e.g. 60 %)? Check the following:

• Are you using the correct 5 V / 2 A adapter? Weaker adapters might not be sufficient. If you have a different one, try it.
• Is the adapter fully in the socket and is the cable firmly connected at both ends?
• Is the charging mat the right way up? The anti-slip pad must be on the bottom, the sticker on top.
• The tracker is not inside the rubber holder. Take it off before charging — it could block the connection.
• The tracker lies with the QR code facing down and is centred on the charging mat according to the sticker. You can tell it is placed correctly when the blue LED lights up. If it doesn't light up, try repositioning the tracker.
• If the battery was completely flat, leave the tracker on the mat for a longer time. It may take a while before charging starts.

If the problem persists, write to us at info@malagps.cz.

The battery does not last as long as you expected? Battery endurance depends on the chosen mode and how often the monitored object is in motion. If you use an active mode that records trips (e.g. Walk with trip recorded, Bike ride or Monitoring assets in motion) and the object moves often, higher energy consumption is completely normal — the tracker sends data more frequently.

• Switch to a power-saving mode, if you do not need continuous monitoring.
• Compare the endurance with the table of expected endurance for your tracker type and chosen mode — you can find it in the app or on the Mala GPS website.

If the endurance significantly varies from the table, contact us at info@malagps.cz.

Is something not working in the app? Try these steps one by one:

• Log out and then log in again.
• Restart your phone.
• Remove the app and install it again.
• Check whether an update is available in Google Play or the App Store.

If the problem persists, write to us at info@malagps.cz.

You cannot log in successfully? Try the following:

• Tap "Forgotten your password" in the app — a link to set a new password will be sent to your e-mail.
• The e-mail didn't arrive? Check your Bulk mail or Spam folder.

If the e-mail still doesn't arrive, something may have been misspelt during registration — an incorrect domain (seznam.cu instead of seznam.cz) or an unintended space in the e-mail address or password. In that case, contact us at info@malagps.cz and we will resolve the problem together.

You cannot see a certain mode or function in the app? Try the following:

• Update the app and the tracker firmware. Older versions may not contain all functions.
• Check the operating system version. The app works on Android 8 and higher and on iOS 14 and higher.
• Log in on a different phone (e.g. a partner's or child's). If the app works correctly elsewhere, the problem is in your phone's settings — and the tracker is not defective.
• Send us a screenshot of the display. We will check whether you are looking in the right place to find the function.

If the problem persists, write to us at info@malagps.cz.

The tracker is working but does not notify you of movement or alarms? Check the following:

• Settings in the Mala app. Check that notifications for movement and alarms are switched on — you'll find them under the notification settings of the specific tracker.
• App permissions in your phone. In your phone settings, check that the Mala app is allowed to send notifications and run in the background.
• Android notification centre. If around 20 or more unread notifications build up, Android automatically blocks new ones. Delete older notifications and check whether new ones start arriving.

If notifications still don't arrive, write to us at info@malagps.cz.

It is not possible to switch the tracker to a different mode?

• The tracker has no available signal — move it to a place with better mobile network coverage and try again.
• The tracker is flat or the battery shows fluctuations — check the battery status.
• The tracker is in a power-saving mode and only wakes up at set intervals — in some modes it can be woken by movement, in others (e.g. Regular position update) only by placing it on the charging mat or waiting.

If the problem persists even with a good signal and a charged battery, write to us at info@malagps.cz.

Are you unable to activate a tracker you received as a replacement under a warranty claim?

In this case, please contact us directly — we will carry out the activation together with you. Write to us at info@malagps.cz.