If you are having trouble signing in, the most common reason is that Tack has two completely separate account systems, and it is easy to end up in the wrong one. This article explains which is which, and which one you actually need.
The short version: your devices live in the OurSphere account. This support site is a separate system with its own login, and you do not need it to get help from us — just email support@tackgps.app.
The three places you can sign in
| Where | What it is for | Which account |
|---|---|---|
| OurSphere app (App Store / Google Play) |
Managing your Tack GPS devices on your phone | Your OurSphere account |
| member.oursphere.app | Exactly the same thing, in a web browser on your computer | The same OurSphere account — same email and password as the app. No separate sign-up. |
| support.tackgps.app | Viewing and managing support tickets only | A separate support-site account, not connected to OurSphere in any way |
Which one do you need?
To see your devices, check locations, or manage your subscription — use the OurSphere app on your phone, or member.oursphere.app in a browser. All of your device data lives here.
To contact us for help — you do not need to sign in anywhere at all. Email support@tackgps.app, or reply to any email from us. The support-site login is optional; it only lets you browse your past tickets.
Troubleshooting
| What you are seeing | What it means, and what to do |
|---|---|
| "I signed in to support.tackgps.app but I cannot see my devices." | Expected. The support site only holds support tickets. Your devices are in the OurSphere app or at member.oursphere.app. |
| "My OurSphere password does not work on the support site." | Also expected — two separate systems, so the accounts are not linked and the passwords are unrelated. If you want a support-site login, use Forgot Password on that page to set one up. If you only need help with your device, skip it and email us instead. |
| "You are not authorised to access this portal" when resetting a support-site password | The email address you entered does not have a support-site account. This does not affect your OurSphere account or your devices. Email support@tackgps.app and we will help you directly. |
| "I cannot sign in to the OurSphere app or member.oursphere.app." | Use Forgot Password there, making sure you use the email address you registered when you first set up your tracker. If you are not sure which email that was, contact us and we can check. |
| "I used to be able to sign in and now I cannot." | First check which site or app you are signing in to — the two are easy to mix up. If you are certain you are in the right place and it still fails, contact support@tackgps.app and we will look into it. |
Quick answers
Do I need a support-site account to get help?
No. Emailing support@tackgps.app reaches us just as well, and is usually faster.
Can I use the same password for both?
You can choose to, but they are stored separately, so changing one does not change the other.
Does member.oursphere.app need a separate sign-up?
No. It is the same account as the OurSphere app — sign in with the same email and password.
Still stuck? Email support@tackgps.app — no login required — and tell us which app or site you were trying to sign in to. That one detail lets us solve it much faster.
To ensure the best experience, always use the latest version of the OurSphere app, available on the Apple App Store or Google Play Store.
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