How to Resolve Error Code 19 and 28

This guide explains the causes of Error Codes 19 and 28 and provides step-by-step instructions on how to resolve them based on your situation.

Why Error Code 19 Happens

Error Code 19 occurs when a Tack GPS device is activated on another user’s account. For example:

• If User A activates the device using their account (Email A) and User B attempts to activate the same device on a different account (Email B), Error Code 19 will appear.

Why Error Code 28 Happens

Error Code 28 occurs when the Tack GPS device is already activated on the same user’s account. This typically happens when you try to re-activate a device that is already linked to your own account.

Steps to Resolve Error Code 19

If You Want to Use the Device on a New Account:

1. Log in to OurSphere with the Original Account (Email A):

   • Use the credentials of the account where the device was first activated.

2. Deactivate the Device:

   • Navigate to the device settings in the OurSphere app.

   • Select the device and tap on the Deactivate option.

   • Follow the on-screen instructions to complete the deactivation process.

3. Log in to the New Account (Email B):

   • Sign in to the new account.

   • Activate the device again by following the standard activation process in the OurSphere app.

If You Want to Share Access to the Device:

1. Ask the Original Owner (User A) to Share the Guest Access Code:

   • The device owner can generate a Guest Access Code via the OurSphere app.

   • Go to the device settings, tap the Share Icon, and select Guest Access Code to generate a 6-character code.

2. Use the Guest Access Code:

   • User B should log into the OurSphere app.

   • Under the Devices tab, tap on Add Tack or the “+” button.

   • Tap on Guest Tack and enter the Guest Access Code to gain access to the device’s location without reactivating it.

Steps to Resolve Error Code 28

1. Ensure You Are Logged in to the Correct Account:

   • Error Code 28 occurs because the device is already activated on your account.

   • Confirm that you are signed in to the same account used during the initial activation.

2. Check Device Status:

   • Open the OurSphere app and navigate to the Devices tab.

   • Ensure that the device is listed as active. If so, no further action is required.

3. Reactivate Only if Necessary:

   • If the device is not functioning as expected, deactivate it from your account and re-activate it following the standard activation process.

Important Notes

• One Activation per Account: Each device can only be activated by one account at a time.

• Guest Access Sharing: For sharing perpetual access to a Tack device, use the Guest Access Code feature without needing to deactivate the device.

• Contact Support: If you encounter difficulties or cannot resolve the error, contact Tack GPS support at support@tackgps.app for assistance.

• Update the App: Always use the latest version of the OurSphere app, available on the Apple App Store or Google Play Store, to avoid compatibility issues.

By following these steps, you can resolve Error Codes 19 and 28, ensuring uninterrupted use of your Tack GPS device.

To ensure the best experience, always use the latest version of the OurSphere app, available on the Apple App Store or Google Play Store.