Frequently Asked Questions

Getting Started

  • Simply follow these 3 easy steps to start tracking your Mac:

    1. Download MacKeeper

      Download and install MacKeeper software on the Mac that you want to add to the Track My Mac list.

    2. Connect Your Devices

      Open MacKeeper and click on “Log In” in the upper right corner of the System Status page. Log into MacKeeper with the same account credentials that you used in Track My Mac.

    3. Activate Tracking

      In MacKeeper, go to the Anti-Theft tab and click “Install Anti-Theft” on its Welcome Screen. After it is installed, proceed to turn on Location Tracker and set up Lock Screen.

    NOTE: In order to get an up-to-date location of your Mac in Track My Mac, the “Location Tracker” switch on the Anti-Theft tab in the MacKeeper app should always be turned ON.

Frequently Asked Questions

  • After installing Anti-Theft in MacKeeper on your Mac, you will be able to report it as “Stolen” instantly and directly from your iPhone in the event your Mac gets lost or stolen. Additionally, as soon as the thief connects to the Internet on your missing Mac, you will receive an Anti-Theft Location Report with an iSight photo of the thief directly on your iPhone.

    After you enable and set up “Lock Screen” in the Anti-Theft window in MacKeeper, you will receive a Lock Screen Location Report with an iSight photo of the intruder directly on your iPhone in the event that someone enters an incorrect password on your Mac when it is in Lock Screen mode.

    After you enable "Remote Screen Locker" in MacKeeper's Preferences, you will be able to lock and unlock your Mac remotely directly from your iPhone.

    After you enable “Location Tracker” for the Mac on which you have Anti-Theft installed, you will see its real-time location in Track My Mac.

  • MacKeeper software and its Anti-Theft plug-in help you connect your Mac with Track My Mac. It is necessary to install and activate Anti-Theft on your Mac, otherwise the connection cannot be set between the devices. The Anti-Theft plugin will provide you with the location report of your Mac and will take and send an iSight image of the thief or intruder in case your Mac goes missing or someone tries to log into your Mac and enters the incorrect password in the login window.

  • No, it is not obligatory to buy a MacKeeper license. In order to set up and connect Track My Mac on your Mac, you just need to log into MacKeeper with the same account credentials that you used for Track My Mac and then to install and set up Anti-Theft on that Mac. After that, you will easily be able to track your Mac’s location from your iPhone.

  • No, MacKeeper is not totally free. You may use the Anti-Theft feature free of charge, but all other MacKeeper features may require a license.

  • Kromtech Account is a connecting website used to connect Track My Mac with MacKeeper, to receive commands from your iPhone and forward them to your Mac in case you report your Mac as “Stolen” or "Found", lock or unlock it remotely and to receive detailed location reports from your Mac and send them to your iPhone in the event of unauthorized entry attempts or connections to the Internet when your Mac is reported as “Stolen”.

    To learn more about Kromtech Account and how to manage it, please visit the MacKeeper Manual page: Managing Kromtech Account.

  • You can change your account email from the Kromtech Account page. For details, please visit the MacKeeper Manual page: Managing Kromtech Account.

  • To change your Kromtech Account password from Track My Mac, open the Track My Mac app on your iPhone, go to the My Account tab on the left navigation bar and tap “Change Password”. Enter your new Kromtech Account password and confirm it on the pop-up menu that appears.

    You can also change your account password on the Kromtech Account page. Please visit the MacKeeper Manual page for details: Managing Kromtech Account.

  • You need to be logged into Track My Mac and MacKeeper with the same Kromtech Account in order to connect your Mac with your iPhone.

  • In the My Devices window, you can see the list of Macs that you have added to Track My Mac. These are the Macs on which you have installed MacKeeper and Anti-Theft.

  • Simply follow these 3 easy steps to start tracking your Mac:

    1. Download MacKeeper
    2. Download and install MacKeeper software on the Mac that you want to add to the Track My Mac list.

    3. Connect Your Devices
    4. Open MacKeeper and click on “Log In” in the upper right corner of the System Status page. Log into MacKeeper with the same account credentials that you used in Track My Mac.

    5. Activate Tracking
    6. In MacKeeper, go to the Anti-Theft tab and click “Install Anti-Theft” on its Welcome Screen. After it is installed, proceed to turn on Location Tracker and set up Lock Screen.

    NOTE: In order to get an up-to-date location of your Mac in Track My Mac, the “Location Tracker” switch on the Anti-Theft tab in the MacKeeper app should always be turned ON.

  • No, Track My Mac currently does not support tracking iOS devices.

  • No, Track My Mac currently does not support tracking Windows PCs.

  • If your Mac does not appear in the My Devices list, try the following:

    1. Make sure that you are logged into Track My Mac and MacKeeper with the same account.

    2. Make sure that you have installed Anti-Theft in MacKeeper. To verify that Anti-Theft is installed, open MacKeeper on your Mac and navigate to the Anti-Theft tab. Click the “Install Anti-Theft” button on the Welcome Screen if it appears. If the button does not appear, Anti-Theft is already installed.

    3. Make sure that both of your devices (iPhone and Mac) are connected to the Internet.

    4. Refresh the My Devices window in Track My Mac by tapping the “refresh” symbol in the upper right corner.

    If the problem persists, please contact our Customer Support team. Simply tap “Contact” on the navigation bar in Track My Mac and send us your message describing the issue. A customer support team member will get back to you within 24 hours. You can also contact us over the phone or in the Live Chat window in MacKeeper. To learn more about the Contact Us options in MacKeeper, please visit our Manual page: Customer Support.

  • “Tracking Disabled” status is shown when you have Anti-Theft in MacKeeper installed but have not enabled “Location Tracker” in the Anti-Theft plug-in. To enable location tracking, do one of the following:

    1. In the Track My Mac app: Go to the My Devices window and tap the device for which you see a “Tracking Disabled” status symbol. Select “Enable Now” on the pop-up alert that appears after entering the device’s work area.

    2. Or on your Mac: Open MacKeeper and go to the Anti-Theft tab. Slide the Location Tracker switch to the right to enable it.

  • “Protected” status is shown when you have Anti-Theft in MacKeeper installed and have enabled “Location Tracker”. When “Protected” status is assigned to the device, you will see its current location so that you always know where your Mac is. If your Mac ever goes missing, you can easily see its last location report in Track My Mac.

  • You can disable “Location Tracker” in two ways:

    1. In Kromtech Account: Go to the Kromtech Account page and select the Anti-Theft tab. Click on the device for which you want to disable location tracking. Switch “Location Tracker” to OFF.

    2. Or in the MacKeeper app: Open MacKeeper from your Applications folder on your Mac and go to the Anti-Theft tab on the left-side navigation bar. Switch “Location Tracker” to "Disabled".

  • If your Mac goes missing, you can report it as stolen in Track My Mac or in your Kromtech Account. After reporting your Mac as “Stolen”, MacKeeper starts monitoring Internet activity on your Mac. As soon as the thief connects to the Internet on the missing Mac, MacKeeper will generate a location report with an iSight photo of the thief, and will send you the report in Track My Mac.

  • You can report your Mac as “Stolen” in two ways:

    1. In Track My Mac: Open Track My Mac on your iPhone and go to the My Devices tab. Select the Mac that is missing and tap “Report Stolen”.

      NOTE: Please provide your phone number on the pop-up alert that appears after tapping “Report Stolen” in order to be notified over the phone in the event of new Anti-Theft Report generation.

    2. In Kromtech Account: Go to the Kromtech Account page and select the Anti-Theft tab. Click on the Mac that is missing and click “Report Computer as Stolen”.

  • In order to terminate lost mode for your Mac, you need to report the missing device as found. You can report your Mac found in two ways:

    1. In Track My Mac: Open Track My Mac on your iPhone and go to the My Devices tab. Select the Mac that is no longer missing and tap “Report Found” on the bottom panel.

      NOTE: We appreciate user feedback very much! Therefore, please do not hesitate to share the story of how you found your Mac using Track My Mac and MacKeeper. Tap “Share” on the screen that appears after you report your Mac as “Found” and leave a brief comment about the app on the App Store.

    2. In Kromtech Account: Go to the Kromtech Account page and select the Anti-Theft tab. Click on the Mac that is missing and click “Report Computer as Found”.

  • Please note that MacKeeper will generate a report and send it to you only after your Mac connects to the Internet once it is reported as “Stolen”. If you have reported your Mac stolen but did not receive a report right away, that’s because it has not connected to the Internet yet. Please wait for a while and keep in touch. You will be notified as soon as the Anti-Theft Report gets generated for you.

  • When a new Anti-Theft or Lock Screen Report is generated, you will be notified right away via the following:

    1. Track My Mac will send a notification to your iPhone and you can see the report by simply opening the notification (applicable for Anti-Theft and Lock Screen Reports).

    2. We will send you an email with location details of your Mac (applicable for Anti-Theft Reports only).

    3. Our Customer Support team will give you a phone call and will guide you through further steps that you should take in order to get your Mac back. This is why it is very important to provide a correct phone number when you report your Mac as stolen (applicable for Anti-Theft Reports only).

  • The Report is your evidence, please use it wisely.

    An Anti-Theft Report: In the event of Anti-Theft Report generation, a customer support representative will call you with detailed guidelines on how to communicate with the police and get your Mac back.

    You will need to take the following steps:

    • open the report;
    • print it out or share it via email;
    • take it to the nearest Police Department.

    A Lock Screen Report: If you have received a Lock Screen Report and your Mac was not lost or stolen when it was generated, you can open this report and see who was trying to enter your Mac when it was not in your possession.

  • There is no difference in the way Anti-Theft and Lock Screen reports look. Both reports include the same information and location details with an iSight image of the thief or intruder. The difference is in the circumstances under which the report is generated.

    An Anti-Theft Report will be generated and sent to you only in the event you have reported your Mac as “Stolen”. The next time your Mac goes online, Anti-Theft will generate a report about its location and send it to you together with a snapshot of the thief — a feature for Mac computers with iSight web cameras. The snapshot option is automatically activated after you report your Mac as stolen.

    A Lock Screen Report will be generated and sent to you in the event of an unauthorized access attempt on your Mac. In order to catch the intruder and get a Lock Screen Report, you need to put your Mac into Lock Screen mode using MacKeeper. The next time someone enters an incorrect password on the locked screen on your Mac, Lock Screen will generate a report about its location and send it to you together with a snapshot of the intruder — a feature for Mac computers with iSight web cameras. The snapshot option is automatically activated in the event a wrong password is entered on your Mac’s locked screen.

  • To put your Mac into Lock Screen mode, you must first set up the Lock Screen feature in the MacKeeper application:

    • open the MacKeeper app from the Applications folder on your Mac;
    • go to the Anti-Theft plug-in on the left-side navigation bar;
    • set your Screen Locker Options by selecting:
      • "Generate Lock Screen Report" — the timeframe in which you want MacKeeper to take a snapshot in the event of an unauthorized entry attempt;
      • "Shortcut" — the combination you want to use to manually put your Mac into Lock Screen mode;
      • "Timeout" — the timeframe after which you want your Mac to automatically go into Lock Screen mode;
    • after Screen Locker Options are set, you are protected! If anyone enters an incorrect password in your Mac’s login window, you will receive a Lock Screen Report right away.
  • NOTE: Stable Internet connection is required for using the remote lock/unlock options.

    To put your Mac into the Lock Screen mode remotely from your iPhone, you need first to set up remote connection between your iPhone and Mac:

    • from the "My Devices" list, select a Mac with which you want to establish remote connection;
    • on the bottom panel, click "Connect";
    • activate "Remote Screen Locker" in MacKeeper by clicking "Enable Now" in the notification pop-up on your Mac.

    When the connection is set up, you will get a notification from Track My Mac about the ability to remotely lock and unlock your Mac.

    To lock the screen on a Mac:

    • select the Mac from the "My Devices" list;
    • on the bottom panel, click "Lock Screen".

    To unlock the screen on a Mac:

    • select the Mac from the "My Devices" list;
    • on the bottom panel, click "Unlock Screen".
  • In order to uninstall Track My Mac, press and hold its icon on the home screen of your iOS device and tap the “X” that appears.

  • In order to uninstall MacKeeper, please follow the Uninstall Instructions on the official website: Uninstall MacKeeper.