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 yourself, straight away, on our cancellation page. Enter the email address you used at checkout and the last 4 digits of the card you paid with. If they match, every active subscription under them is cancelled immediately and no further payments are taken. You do not need an account.
If you no longer have the card, or you are not sure which email address the subscription was started with, send us a message using the form above and we will find it for you.
Cancel my subscriptionFor your security, we never ask for your full card number or CVV.