Hello, SandroSg GracilianoCB300
From your description, it does not appear that the issue is related to the account itself. We were are observing that some users in Brazil are experiencing difficulties accessing our services. Unfortunately, we cannot influence this situation from our side, as it appears to be related to network access in certain regions or with specific internet providers.
As a first step, we recommend trying the following:
1) Clear the app cache
- Go to Device Settings → Apps → Ruhavik/Forguard
- Clear the cache first
- Try logging in again
If it does not help, clear the app data as well (note that you will need to log in again)
2) Update the app
- Check Google Play or App Store for the latest version
- Install any available updates
3) Reinstall the app
- Completely uninstall app
- Restart the device
- Download and install the app again from the store
4) Check the internet connection
- Make sure the device has a stable internet connection
- Try switching between Wi-Fi and mobile data
5) Test another network
In some cases, certain networks or providers may restrict access
Since the issue seems to be related to network access, we also recommend contacting your internet provider and informing them that you are experiencing difficulties accessing our services.
If the problem continues, please send the following information to support@gps-trace.com:
- login username
- models of the affected devices
- app version
- screenshots of any error messages (if available)
This information will help us investigate the issue in more detail.
