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Help & Support
Frequently Asked Questions
General
What does this app do?
<p>The SafeStore app is a mobile security application that keeps you mobile device and the content on it safe
How do I get the app?
<p>You can install it yourself by downloading the app on to your device. Check out <strong>Using this app</strong> below for more information.</p>
The app is not working on my device. What could be wrong?
<p>First things first check that this app is compatible with your device. It works with:</p> <ul> <li>iOS 12.0 and above</li> <li>Android 5 and above</li> devices</li> </p> <p> If you have one of these devices and the app does not work, then contact us for a helping hand. </p>
I do not know my policy number?
<p>No problem! Contact us with your details and we will help you get set up in no time.</p>
Using the app
What is my SafeStore app PIN code?
Your SafeStore app PIN code is the four digit number you chose when you were setting up the app. You will need it to lock/unlock your device. If you have forgotten the PIN code, no need to worry; you can still unlock your device from your secure online account. While there you can also reset your PIN code through the device settings option.
How can I install the app on my device?
<p>To install the app:</p> <ol> <li>Tap this link:: <a href="https://safestore.protectcell.com/webportal/downloads">Install</a></li></ol>
Does GPS have to be switched on at all times on the registered device?
GPS or Location Services must be enabled on the registered device for the device location features to work. This does not mean that they are being used constantly. The device will only switch GPS on at a specified interval or event in order to report its location.
Will the SafeStore app features work abroad?
Yes, these features will work anywhere in the world where there is an active network or internet connection. Be aware that as the device is roaming, charges will be incurred through your telecom operator for data usage by the SafeStore app.
Will using these features impact the bill owner of the registered device?
<p>Where possible, Wi-Fi connection will be used; however, if Wi-Fi is not available, data charges will be incurred for communication as the device reports location. </p>
Is it possible to have more than one registered device within my online account?
Yes, it is possible. However, a separate insurance policy is required per registered device. Call us for further details.
Using the website
How can I access the SafeStore website?
<p>Follow the link we sent to your email after you registered or just go to: <a href=“https://safestore.protectcell.com”>https://safestore.protectcell.com</a> in a web browser (on your phone or laptop) and login with your account credentials.</p> </br><p>Please note, you must have registered for and installed the SafeStore app on your phone/tablet before you can use the Website.</p>
How can I view and change my SafeStore app settings on the Website?
<p>You can change the settings by clicking on your name or profile picture which is displayed on the top right of the screen. This will display a menu showing My Profile, Settings, Help & Support and Log Out options. </p>
Can I update my SafeStore app profile details?
<ol> <li> <p>You can change your profile by clicking on your name or profile picture, which is displayed on the top right of the screen. From the menu select My Profile.</p> </li> <li> <p>Add to or edit your profile page.</p> </li> <li> <p>Select <strong>Save Changes</strong> to update your information.</p></li> </ol>
Can I change my SafeStore app Email Address or password?
<p>Within settings there are two main areas presented - General Settings and Device Settings. In General Settings you can change your email address and password.</p>
Transferring your data
What is Content transfer?
<p>Your SafeStore app allows you to transfer content to and from your mobile device. Content can be transferred to another device or online (Please see below for specific options based on your mobile device type)</p>
How do I transfer data from my device to the cloud?
<p>To transfer data from your device, follow the simple instructions below:</p><ol> <li>Tap <strong>Cloud Transfer</strong> in your SafeStore app.</li><li>Tap <strong>Backup all</strong>, accepting permission requests as you do so.</li> <li>That's it, your data will now be backed up to the cloud and as you add new data to your device, it will be also be backed up to the cloud.</li></ol></p>
How do I transfer backed up data from the cloud to my device?
<p>To transfer data to your device, follow the simple instructions below:</p> <ol> <li>Tap <strong>Cloud Transfer</strong> in your SafeStore app.</li> <li>Tap the category that you wish to restore</li> <li>If prompted, tap the device data you wish to restore.</li> <li>Tap the data you wish to restore.</li></ol></p>
Device Security
How do I report my device lost or stolen?
<p>There are two ways to do this:</p> <ol><li>Send an SMS text message containing your SafeStore app Security PIN code to your device from any other cellphone (note: not available for iOS). This will trigger the siren on your missing device.</li> <li>Sign into your secure online account and click the Lost button. This will trigger the siren on your missing device.</li></ol> <p> Note: As part of your iOS App, you have the option to enable <q>Advanced Protection</q> from the Device Security card. This will install a security profile, which will automatically lock your iOS device after a period of time. </p></br> <p> We recommend you never use the SafeStore app to recover a stolen device yourself. Always report it to the police and they will take care of it for you. </p>
My device is locked. How do I unlock it?
<p>There are two ways to do this:</p> <ol><li>Select <strong>I Found It</strong> in your online account.</li> <li>Enter your SafeStore app PIN code or your Apple passcode into the device.</li></ol>
What if my device is switched off when I report it lost in my online account?
<p>Once the device is switched back on and connected to the network, the SafeStore app will know the device has been reported lost. It will even know this if a different SIM card has been inserted. With Advanced Protection enabled, your iOS device will automatically lock after a period of inactivity.</p><br> <p>We recommend you never use the SafeStore app to recover a stolen device yourself. Always report it to the police and they will take care of it for you. </p>
Will my device still be in lost mode if it is switched off and then restarted?
<p>Absolutely. Lost mode can only be switched off by entering your 4 digit PIN (or your iOS passcode) or by clicking <strong>I Found it</strong> from your secure online account. <br><br>We recommend you never use the SafeStore app to recover a stolen device yourself. Always report it to the police and they will take care of it for you.</p>
Will my device enter lost mode and stay in lost mode even if the SIM card is changed?
<p>You can still report your device lost from within your online account no matter which SIM card is in it. With Advanced Protection enabled, your iOS device will lock automatically after a period of inactivity no matter which SIM is in it. <br><br>We recommend you never use the SafeStore app to recover a stolen device yourself. Always report it to the police and they will take care of it for you.</p>
Can my device be located when switched off?
<p>You will be able to see its last known location in your online account. You will only be able to see new location updates when the device is switched back on and connected to a network. <br><br>We recommend you never use the SafeStore app to recover a stolen device yourself. Always report it to the police and they will take care of it for you.</p>
How can I tell if someone has found my device?
<p>If anyone interacts with the lock screen then the app will capture an image with the device's front facing camera. These images can be viewed in your online account.</p> </br><p>You will see a chronological view of images taken while the device was in lost mode.</p>
Someone finds my device, what can they do?
<p>If someone locates your device they can select the <strong>Report Found</strong> option where they can access details to assist in returning your device to you. </p>
I have misplaced my device, what can I do?
<p>So you have misplaced your device and want to retrieve it. We have outlined some steps below that may help:</p> <ol> <li>Log in to your online account. </li> <li>The last known location of the device will be displayed on a map & timeline.</li> <li>If you still cannot locate it and are sure it is missing then you can activate <strong>Lost Mode</strong> by selecting the Lost icon. Please note, the Lost icon is displayed below the map. </li> <li>Once your device is in <strong>Lost Mode</strong> it will display a red status on your online account.</li> <li>The device itself will sound an alarm.</li> </ol> <p>To unlock this device either select <strong>I found It</strong> on your online account or select <strong>Unlock </strong> on the device and input your 4 digit PIN Code.</p>
iOS - Activate Advanced Device Security
<p> To activate Advanced Device Security on an iOS device please follow the steps outlined below:</p> <ol> <li>Select the <strong>Device Security</strong> icon in the tab bar displayed on the bottom of the main screen. This will bring you to the Security card.</li><li>Next, select <strong>Activate Auto Lock</strong>. This will direct you to a download screen. </li> <li>Here, choose <strong>Download</strong> to download a security configuration file. </li> <li>Downloading this file will bring you to an iOS Install Profile page. Here you must select the <strong>Install</strong> button to continue.</li> <li>When the file is installed select <strong>Done</strong>. This will bring you to a confirmation screen. On this screen select <strong>Continue</strong> to complete the process.</li> </ol>
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