Frequently Asked Questions

Installation and Configuration

1. How do I get the application on my phone?

When you registered, Moby sent you a welcome email with a link to download the application. If you have lost this email, please contact support@myMoby.com.

Open the email on your phone and click on the link provided to download the application.

2. I click on the link to download but nothing happens.

Ensure that wireless data services are active on your phone and you mobile service plan. If necessary, contact your network operator for assistance. Make sure you can browse the web and send/receive emails to and from your BlackBerry. If data services are not available, please wait until you have good data coverage prior to attempting to download.

WiFi-only service is not supported for Moby.

Certain browsers, such as Opera Mini and WAP browsers, are not supported for the Moby download. From the BlackBerry home screen, go to Options > Advanced Options > Browser, and ensure that your Default Browser is set to “Internet Browser”.

3. When I click on the link to download, a page loads telling me that my phone or software is not supported. What do I do?

Not all BlackBerry models and networks are supported by Moby.

If you received the email notification from the Moby team, please contact support@myMoby.com . The phone and model you provided during registration were verified as supported prior to your invitation being sent.

If you have changed your phone model since registering, it may not be supported yet.

Please contact the Moby team at support@myMoby.com and we’ll work with you to figure it out.

4. When the download completes, I received the error message “907 Invalid COD Unable to import ZIP file”.

Your default internet browser may be set to “Media Net”, “WAP”, or another carrier-specific browser, which will not download the Moby application.

From the BlackBerry home screen, go to Options > Advanced Options > Browser, and ensure that your Default Browser is set to “Internet Browser”. Then try the download again.

5. The download finished. I can’t find the Moby app on my phone.

From the BlackBerry home screen, click the BlackBerry menu button to display all your applications and folders.

Locate your “Downloads” folder. The application may be located there.

If you find the Moby logo in your application folder, highlight the application icon and press the BlackBerry menu button to Move it to your home folder.

6. I’m trying to run Moby but it’s asking me for Permissions. What does this mean?

Moby requires access to important features on your phone. Moby will require access to your Internet (data) connection, user data (to allow you to select Contacts for notifications), and GPS location information.

Moby is very concerned about your safety and privacy. The information Moby needs on your phone is only used by the Moby application on your phone itself when you use Moby.

The information cannot be used by the Moby service to contact you, your friends, or locate you unless you specifically state that you are willing to accept this.

7. How do I choose which Permissions to set for Moby?

Allow Moby to access all services on your phone in order to operate properly.

• When prompted to allow Moby access to your phone, you will be presented with a list of features.
• Ensure all are set to Allow.
• Click the menu button and select Save.
• If prompted to reboot your phone, choose to REBOOT NOW.
• Your phone will restart and you will be able to launch Moby.

8. How do I accept the license agreement?

• Read the agreement and ensure you understand the terms.
• At the bottom of the agreement, you may accept or decline the terms.
• To proceed, highlight accept (the button will highlight orange) and click.
• Note that you may accept or decline the agreement at any time by clicking on the BlackBerry menu button, and selecting the desired response from the menu.

9. Do I have to enter my credit card information?

Moby is a free application and does not require you to enter your credit card at any point.

10. Can I change my account settings or service plan?

If you are a legacy customer running a monthly paid version of our BlackBerry app, you can downgrade your plan under Settings>Manage account.

11. Application button colors in the Moby app: How do I know which one to select?

When a Moby button is Orange, it is highlighted.

12. What is an “alert button” and how do I configure it?

Once you have contacts configured in your Moby app, you can send an alert from Moby in one of two ways:

1. Open the Moby application and select Send alert from the home screen

2. Configure one of two convenience keys to work as the alert button.

• Configuring a convenience key means that you can easily initiate a
Moby alert while the Moby application is in the background.
• Choose one of the two convenience keys (left or right) you want
to use.
• From the BlackBerry Home screen, select Options > Screen/Keyboard
• Scroll down to the section showing the Right Side Convenience Key
and Left Side Convenience Key opens:
• Depending on which button you want to use for Moby, set it to
Nothing.
• Exit the Options menu and launch Moby.
• From the Main Menu, select Settings > Configure alert button.
• From the list of alert buttons provided, highlight and click on your
desired alert button.
• Click test.
• When prompted, press the button three times to initiate a test alert.
• Click save.

Your button is now configured.

Note: Even if you leave your convenience key configuration set to default values, you should still be able to configure it to work as a Moby alert button, but it may not be as reliable.

Please be aware that locking the BlackBerry handset can affect the functionality of the alert button configured for Moby use. To ensure all alerts are generated and delivered properly, we advise not locking your handset in situations where Moby is necessary.

13. How do I optimize my sound profile on Moby?

• Navigate to your Sound Profile settings and choose 'Set Ring Tones/Alerts'
• Select 'Other' and choose 'Moby' from the list
• Select your preferred tone and volume, then select 'Always' under 'Play Sound'
• Change 'Notify Me During Calls' to 'Yes'
• Hit the BlackBerry menu button and choose 'Save'

This will ensure you never miss a Moby alert and reduce the possibility of triggering a false alarm when using the Check-in Feature.

General Questions

1. Is my account monitored by an operator?

If you have subscribed to our Premium plan, your account is monitored by an operator, who will respond to alerts and missed check-in events generated by Moby. Our Premium plan remains available to existing subscribers, but is currently not available to new subscribers due to changes in some app store billing policies.

2. Will Moby put charges on my data and text plan?

No. Moby uses the data and text message services from your existing service plan.

Data services are used to connect to the Moby server, to send email notifications for alerts, check-ins and tracking features.

Also, Moby uses text messages from your phone to send these notifications, if you configure it to do so.

3. How do alerts get sent?

When you send an alert from Moby, or set a check-in, or start the tracking feature, your contacts are notified either by SMS (Text Message) or Email, or both.

Text messages and emails will be sent from your phone using your own accounts.

4. When I send an alert, will all my configured contacts receive the notification?

Yes. It is a good idea to inform your contacts when you configure them in Moby, to ensure they understand what Moby is and so that they recognize notifications you send. You may want to let your contacts know how you expect them to respond when they receive a notification.

5. If I have multiple email addresses on my phone, which one will Moby use to send notifications?

When you registered for Moby, you provided your email address. This is used to register you to the Moby server.

In order to use Moby you must login using your email address and password.

However once you are logged in to Moby, you may choose to configure it to use a different email account on your BlackBerry.

Main Menu > Settings > Your info > Email

All your notifications will appear to be sent from that address.

6. Why does Moby sometimes send two notifications when I send an alert?

When you send an alert, Moby immediately notifies your contacts of the situation by text message and/or email.

When the first alert notification is sent, your BlackBerry may or may not have obtained your current location via GPS.

This means that the first location sent to your friends and family may not be up to date.

Moby believes that it is important to first ensure your contacts are notified of the alert, even if your location may be slightly out of date.

After the first notification, Moby immediately attempts to find your location. If it can obtain a more accurate GPS location (a “fix”) then Moby will send another alert notification.

7. Moby is not sending valid GPS locations.

The GPS settings in your BlackBerry may be set to be usable by 911 services only. From the BlackBerry Home screen, select Options > Advanced Options > GPS. Set GPS Services to “Location On”.

8. Sometimes the map doesn’t show my actual address.

The location shown on the map is determined from latitude and longitude data obtained from GPS satellites and the network your phone is connected to. The accuracy of this location is expressed as a radius from the center point.

The closest street address is obtained based upon this data, but may not be exact depending upon the accuracy of the GPS data.

9. My contacts are getting notifications from me that say “old GPS”. What does this mean?

When your alert notification is sent to your contacts, if your last known location is older than 1 minute, it is considered “old GPS”.

When Moby attempts to determine your location, sometimes your BlackBerry may not be able to obtain a current and accurate “fix”.

However Moby believes that it is important to first notify your contacts about your alert, even if your location information may be slightly out of date.

A subsequent location attempt will be made. If a more current/recent location can be determined, this will be sent next.

10. How do I uninstall (remove) Moby from my phone?

• On the BlackBerry, exit Moby by selecting Settings > Exit Moby.
• Click the BlackBerry menu button and display all your applications.
• Locate the Moby application logo and highlight it without opening the
application.
• Click the BlackBerry menu button and choose Delete from the options provided.
• When prompted to confirm deletion, select the Delete button.
• You will be prompted to restart your BlackBerry upon deletion.

11. The Moby map page showing my location is formatted strangely on my friends and family’s phones.

To properly display the Moby subscriber’s location on a map, the viewer’s browser should be configured to:

1. Support JavaScript

2. Support Style Sheets

12. I can’t find the link emailed to me to download the software.

Please contact support@myMoby.com to obtain a new link.

13. When I download a new version of Moby, the previous version number is displayed in the browser.

This may occur because the old version number is stored in the browser cache. Rest assured that the download server always serves the latest release of the Moby software.

After updating, verify the new version number by selecting Settings > About Moby.