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    1. Frequently Asked Questions

      Choose your type of question which you interested in

      • Product FAQ
      Is it legal to use PanSpy?

      PanSpy application was designed to help parents to keep their children safe and workers productive and its usage is absolutely legal.

      Please make sure that your intentions to use our application meet the following legal requirements:

      • You want to use PanSpy as a parental control solution for monitoring your underage children.
      • You want to use PanSpy as a solution for monitoring company-owned devices of which employees are aware of being monitored.
      • You want to install PanSpy on your own device.

      It is your responsibility to determine whether you have proper authorization to monitor the device. It is also your responsibility to determine which disclosures, notifications, or agreements may be necessary in your jurisdiction, as applied to the specific facts and circumstances in which you want to use PanSpy. If you have questions about the legality of using PanSpy as you intend to use it, contact legal counsel of your choice. PanSpy cannot provide legal advice.

      How does PanSpy work?

      PanSpy is account-based monitoring solution. You don't need to download any apps on your own phone or install any software on your computer. To spy an android device, you need to install a plugin on the target device. To learn more details, please visit the spy on Android phone tutorial.

      Will there be a PanSpy icon on the target device?

      You can choose if you want to remain the icon on the Android device, there will be a temporary icon during installation, on the last step of setup process, you can choose to delete the app icon.

      What devices are supported by PanSpy?

      PanSpy is compatible with smartphones and tablets that run:

      • Android 5+
      • iOS 8.0+ (coming soon)

      Please check whether your device is compatible by entering its model here.

      Do I need to register an account before using PanSpy?

      Yes. You must have a PanSpy account before using the service.

      What to do if you don't receive the confirmation link to activate your account?

      After your registered an account, you will receive an email which contains the link to confirm your email, if you can not open the link, then please copy and paste the link into your browser to visit.

      And if you don't receive the Email, please make sure you entered the correct Email address with any typos, and then go to check your spam or junk folder to see if there is the link. If not, you can directly contact us and send us your Email address, we will activate it for you.

      Where can I view data from the monitored device?

      Once PanSpy is set up on the monitored device and is connected to our server, the information will be automatically displayed in the Control Panel of your personal account that can be accessed from any browser. Check how PanSpy Control Panel looks by pressing View Demo.

      How often is the monitored data updated on PanSpy dashboard?

      The PanSpy monitoring app installed on the target device automatically collects data every 30 mins. Also, every time when you are signing into the PanSpy account, an active new syncing request will be triggered to ensure that you can view the latest data. You can also manually update the data displayed on the Control Panel by clicking the sync icon.

      It usually takes some time to complete a sync process depending on the size of the data being collected and the internet connection speed on the target device. It will also consume a considerable amount of battery power, especially when the monitored data is collected via 3G or 4G network that is not always stable and strong.

      What is the meaning of the “Updated” time listed on the top left of the Dashboard panel?

      It shows the latest time when the monitored data is being manually updated.

      What happens if I cancel subscriptions, or disconnect the target device from my PanSpy account?

      All target device’s information will be deleted from our server, and the PanSpy monitoring app will stop collecting data from the target device. You can also uninstall the app manually from the target device.

      How can I uninstall PanSpy?

      If you are an android user and suspect that PanSpy is illegally installed on your device, you can uninstall it following the instructions listed below:

      Go to Phone Settings > Security > Device Administrators > system update core service > Deactivate > Get back to Settings > Apps > system update core service > Uninstall

      How many devices can I monitor at the same time?

      Currently PanSpy monitoring service is authorized on account basis. You may monitor one device with one license at a time. If you want to monitor more than one device, you need to buy more licenses with your account. And if you would like to monitor dozens or hundreds of devices at the same time, please send us inquiries.

      If the device I would like to monitor is an iPhone or iPad, do I need to jailbreak it first?

      No, you don't need to jailbreak the target iOS device.

      If the device I would like to monitor is an Android phone, do I need to root it first?

      No, you don't need to root the target device.

      What should I do when PanSpy is not able to sync new data from the target device?

      It is normal if there is a delay or missing data. When you could not view any updated data, there may be possible reasons:

    2. No network connection on the target device.
    3. The target device must has a network connection to upload data, and some kinds of data are only uploaded when the device connected to a WiFi Network.

    4. Important settings are not enabled or have been turned off.
    5. Some necessary settings might be turned off by some third-party apps or by the user mistakenly. You need to check the target device and turn them on. Moreover, you need to make sure that PanSpy has been enabled to run in the background successfully, otherwise, it will stop running after the devices get locked or powered off. You can follow this page to set it up manually and add PanSpy app to your device system whitelist.

    6. Security setting or apps prevent PanSpy from running in the background.
    7. And some app or security settings on target phone are preventing PanSpy from running background. You should look for manage apps or security apps, or security system or check out if the phone will kill every app running background.?Please make sure those apps trusted PanSpy and then restart the target phone.

      When most features stop working, and it's still not working after restart the device, PanSpy might have been killed on the target phone by other security apps. Or some app is preventing PanSpy to start running. That is why it did not work. You need to uninstall and install PanSpy on target phone manually again.

      What to do if you see "Currently account level is not displaying this module" or your account will be expired on the console after you buy or renew subscription?

      Our free trial and Premium edition supports for limited features. So if you are using these two editions, some features are not available, you need to buy the Ultimate edition to access all features. You can learn the difference between Premium and Ultimate Edition on our purchase page.

      If you still see "Currently account level is not displaying this module" or your account will be expired on the console after you buy the Ultimate Edition or renew the subscription. Please directly contact us and send us your account info, we will help you fix the issue immediately.

      What to do if you see "This option has not been authorized yet. To get the real-time data, please click on the right to authorize first" on the console?

      If you see this prompt message on the console, it means that you didn't authorize PanSpy to access this feature successfully. If you want to view this feature, you need to authorize first. To authorize PanSpy app on the target device, click on the "Start authorizing" button on the console, and PanSpy app will pop up automatically on the device, please setup it on the target device.

      How to delete the account?

      To cancel the registration and delete your account from PanSpy, please sign in your account to our console, click on the upper right corner of the panel, find "Delete Account" button to delete it.

      Can I upgrade to Ultimate version after bought the Premium Edition?

      Yes. For Premium Edition user, we offer you an option to upgrade to Ultimate version, and you just need to pay for the price difference. You can see the Upgrade button on Control Panel >>Dashboard.

      Why some of the features like Photos, Video or Voices have no data?

      To save your mobile data, PanSpy only upload these data while your device connected to a WiFi network by default. Of course, you can change the setting to allow PanSpy upload these data using mobile traffic data. Sign into the console, click on Photos, Voices or Video Preview feature, you will see a Sync Setting button on the upper right corner. Switch it on to allow Synchronization via mobile data traffic.

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