Help Centre
Questions about your account, billing, or how the app works? Send us a message below or browse the most common questions.
Email us directly
support@locateus.onlineWe usually reply within 24 hours.
You can also email us directly at support@locateus.online.
What is LocateUs and how does it work?
LocateUs is a family location app that lets you share your live location with trusted family members and friends. You can set safety zones, get alerts when someone arrives or leaves a place, and view route history — all with privacy in mind.
Is my location data private?
Yes. Your location is only shared with the people you choose. Messages are end-to-end encrypted, and route history is visible only to you and your selected contacts. We never sell your data.
Which devices are supported?
LocateUs works on iPhone and is optimized for low battery and data usage. Make sure location permissions are enabled on each device so updates stay accurate.
Will the app drain my battery?
No. LocateUs uses battery-smart tracking that delivers precise updates while keeping power and data consumption low, so it can run in the background without noticeably affecting your phone.
How do safety zones work?
You can define places like home, school, or work as safety zones. When a family member enters or leaves one of these areas, you receive an automatic notification.
What does the PREMIUM subscription include?
PREMIUM unlocks the full feature set, including unlimited safety zones, extended route history, and priority support. You can review the current plan details on the Get PREMIUM page.
How am I billed?
Subscriptions are processed securely through Stripe. Your plan renews automatically at the end of each billing period until you cancel. All payments appear on your statement under our registered company name.
Can I get a refund?
Refunds are handled according to our Refund / Cancellation Policy. If you believe you qualify, contact us using the form above with your payment email.
I'm not receiving location updates — what should I do?
First, check that location permissions are set to "Always" and that background app refresh is enabled. If updates are still delayed, restart the app. If the issue continues, reach out through the contact form and we'll help you troubleshoot.
How do I cancel my subscription?
You can cancel your subscription at any time by submitting the form below. Enter the email you used at checkout and the last 4 digits of your card so we can locate your subscription. Once submitted, your request will be processed shortly and your subscription will be cancelled.
Have more than one subscription? If you used different cards or different email addresses, please submit this form once for each subscription — one email and one card per submission. This way every subscription is clearly identified and cancelled.