If a Safety Contact didn't get a notification when you started or stopped a training, or didn't get the Safety Alarm, work through these checks in order. This article is for riders and their Safety Contacts.
⭐ This is a Premium feature. The rider needs Premium for Safety Tracking, but Safety Contacts can use a free Equilab account. See Start Premium or a free trial.
1. Safety Tracking was on for that training
Your Safety Contacts get alerts only for trainings you track with Safety Tracking on. Go to the Track tab, tap Safety Tracking and check that it shows Safety Tracking Active, before you tap Start tracking. Once enabled, Safety Tracking stays on for every training until you turn it off.
Safety Tracking needs Premium. If your Premium ended, Safety Tracking stops. See What happens when Premium ends.
2. The person is on your Safety Contacts list
Only Safety Contacts get alerts: being friends in Equilab isn't enough. Go to the Track tab, tap Safety Tracking and check that the person is in the Safety Contacts section. If they're not, add them. See Set up Safety Tracking and add Safety Contacts.
Safety Contacts work one way. If your friend added you as their Safety Contact, that doesn't make them yours.
People following a Safety Tracking link never get alerts. They only see the live map.
3. The Safety Alarm is on
If the missing alert was the Safety Alarm, check that the alarm is on. Go to the Track tab, tap Safety Tracking and check that the Safety Alarm switch is on. If it's off, tap the switch to turn it on, then tap Done on iPhone or the back arrow on Android.
The Safety Alarm is sent only after 5 minutes without movement, so shorter stops don't trigger it. See What happens when you stop moving (Safety Alarm).
4. Notifications are on for your Safety Contact
Safety Contacts get alerts as notifications from Equilab, so notifications must be on both in the Equilab app and in the phone's settings. If Notifications off shows under the person's name in your Safety Contacts, that person has turned off notifications in the Equilab app. Notifications turned off in the phone's settings don't show there, so ask your Safety Contact to check both settings even if you don't see Notifications off. Check the same settings on your own phone.
The settings are in different places on iPhone and Android:
If your Safety Contact has an iPhone
If your Safety Contact has an iPhone
In Equilab, go to Profile, tap the cog icon, open Reminders and Notifications and turn everything on.
In the iPhone's settings, go to Settings > Notifications > Equilab (or Settings > Apps > Equilab) and allow notifications.
If your Safety Contact has an Android phone
If your Safety Contact has an Android phone
In Equilab, go to Profile, tap the three dots in the top-right corner, then Settings > Notifications, and turn everything on.
In the phone's settings, go to Settings > Notifications > App notifications > Equilab (or Settings > Apps > Equilab) and turn notifications on.
5. Your phone had mobile data and signal
Safety Tracking needs an internet connection through mobile data for the whole training. Check these on your phone:
Mobile data is on.
Airplane mode is off. In airplane mode, Safety Tracking stops working.
Low Data Mode (iPhone) or Data saver (Android) is off.
Where there's no mobile signal, your Safety Contacts can't follow you. When you're back online, your full path and current status appear for them again.
Battery settings matter too. If they limit Equilab on your phone or your Safety Contact's phone, Safety Tracking and its alerts might not work well. For all recommended phone settings, see Essential Device & App Settings for Equilab to Work Properly.
If your Safety Contact still doesn't get alerts
Contact support and include:
The date and time of the training
Your Safety Contact's name in Equilab
Which alert was missing: the start or stop notification, or the Safety Alarm
A screenshot of your Safety Tracking page
What you already checked
Still need help? Contact us in the app: go to Profile > Settings > Contact Support, or email [email protected].