A little guidance.

Start with the basics, understand what a report means, and get help with your Lifeline setup.

Getting a tracker ready

1. Confirm your hardware. Lifeline supports Nordic Thingy:91 X hardware running our firmware. Other Nordic boards and standard demonstration firmware are not automatically compatible.
2. Sign in and claim your tracker. Sign in to the Lifeline iPhone app with Apple, then use the activation details supplied with your tracker to connect it to your account. Each tracker needs its own credentials and ownership setup. Contact us before installing firmware on an existing Thingy; do not copy credentials from another device.
3. Activate a compatible SIM. A cellular plan must be active and compatible with the device and local networks. Inserting a SIM alone does not activate it. Coverage and service terms depend on your provider.
4. Charge and switch on. Use an appropriate USB power source and cable, and make sure the power switch is on. The application LED may intentionally remain off to conserve energy.
5. Give the first fix a clear sky view. A first GNSS location can take longer than later fixes. Place the powered tracker safely outdoors with an unobstructed sky view. A window may provide weaker reception.
6. Confirm a received report. Confirm in the app that the device has reached Lifeline before relying on it for a trip. A tracker can be powered on without having cellular coverage or a current location.

Understanding location

GNSS and Wi-Fi mean different things

A GNSS fix estimates the tracker’s position using satellite signals. A Wi-Fi estimate uses previously learned access-point observations to infer an approximate position. Wi-Fi positioning needs a relevant learned map; it cannot locate the device from every scan.

Time and uncertainty matter

The time a position was measured can differ from the time it reached the server. A delayed upload is historical information. An uncertainty value describes the estimate’s quality; it is not a promise that the tracker is inside a precise boundary.

Motion starts work, coverage controls delivery

Lifeline uses the accelerometer to help detect movement and adjusts its work around motion and battery state. Satellite acquisition and cellular contact can still be delayed. Reports may be queued while coverage is unavailable.

If updates stop

• Check the last contact time, battery state and age of the location separately.
• Confirm the tracker is charged and its power switch remains on.
• Check SIM activation, data-plan status and local cellular coverage.
• For missing GNSS positions, try a safe outdoor location with a clear sky view.
• Contact support if reports remain unavailable. Avoid factory resets or replacement firmware until we have checked the device state.

Moving or sharing a tracker

Contact us before transferring a tracker to another owner. Firmware compatibility alone does not establish ownership or access. Use the companion app to invite another caregiver with their own account. Sharing access does not transfer ownership.

Contact support

Use our contact form. Tell us your tracker model, the approximate time of the issue and what you observed. Never send account passwords, device credentials, SIM activation secrets or a child’s precise location or medical details in an inquiry.