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Something not working?
The fixes for the common problems are below — pick the one that matches what you see. If you are locked out of your phone right now, go straight to emergency unlocks.
Six common problems, and the fix for each
Find the one that matches what you see. On Android the first two share a cause — the Nearby devices permission — so if pairing or Bluetooth is the trouble, start there.
Pairing fails, or the app cannot find your Spark
On Android, check the "Nearby devices" permission first. The app asks for it during setup, and if you dismissed that prompt once, Android will not ask again — grant it in your phone's Settings → Apps → Spark → Permissions. Pairing also needs you signed in and online, once; nothing after that needs a network. An account holds one Spark at a time, so if another one is already paired, unpair it in the app under Settings › Sparks first. For the NFC Spark, check that NFC is switched on in your phone's settings.
It says Spark can't use Bluetooth, or that Bluetooth is off
"Spark can't use Bluetooth" is the Nearby devices permission again rather than the radio: Android can let an app see that Bluetooth is on without letting it listen for your Spark. Grant the permission and try again. If it says Bluetooth is off, switch Bluetooth on — turning it off never ends a session, but the Bluetooth Spark cannot be heard without it.
Unlock says it cannot find your Spark
Hold your phone flat against the Spark and keep it there until the ring in the app fills — about 15 seconds. How far across the room the key was makes no difference; contact does. "Almost. Hold it closer" means the app can hear your Spark and needs it nearer. If it still fails with the Spark flat against the phone, the batteries are the next suspect. The NFC Spark is a tap instead: touch it to the part of your phone where its NFC reader sits.
The key's battery is dead
The Bluetooth Spark takes a CR2032 coin cell. Swap in a fresh cell — there is nothing to re-pair, and nothing is lost while it is out, because the key stores no modes, no schedules and no history. The app warns you when it is getting low. If it dies mid-session and you cannot get a new one, use an emergency unlock, as long as you have one left and Strict mode is off. The NFC Spark has no battery at all.
I have lost the key
Use an emergency unlock if you have one left, then pair a new Spark. An account holds one Spark at a time, so unpair the lost one in the app under Settings › Sparks first. If you have no emergency unlocks left, or Strict mode is on, contact us and a person will help. The key holds nothing about you, so a lost one leaks nothing.
A blocked app still opens
First check it is in the mode you actually locked — modes are separate lists, and locking one does not block an app that only appears in another. Then check your phone is not stopping Spark in the background: some Android phones (Xiaomi, Oppo, Vivo, OnePlus, Samsung) do, so exempt Spark from battery optimisation and keep its notification on. If it still gets through, tell us the app, your phone model and your OS version — enforcement genuinely differs between iOS and Android, and we would rather fix a gap than explain it away.
None of those? The FAQ covers how the product behaves rather than how it breaks, and security covers what happens during an unlock. If you are locked out right now, emergency unlocks are the fastest route back into your phone and need neither the key nor a network — unless Strict mode is on, which switches them off.
Where to go
If your problem is an order, a policy or a question about how the product behaves, none of the troubleshooting above will help. These pages will.
Emergency unlocks
Dead batteries, a lost key, or the key is in another city. How the five lifetime unlocks work, and what Strict mode changes.
How they workThe productFAQ
What Spark enforces, what it deliberately does not, and whether it works on your phone.
Read the FAQThe mechanismSecurity
What your phone checks when you hold it to the key, and an honest account of what that does not protect against.
See the threat modelPolicyRefunds and replacement
Cancelling before dispatch, and the 7-day replacement window if it arrives damaged or does not work.
Read the policyPolicyShipping and delivery
Dispatch timelines, free delivery to most of India, and what to do when tracking has stalled.
Read the policyA humanContact us
Anything a page did not answer. A person reads every message and replies as soon as they can.
Get in touchWhat your phone will and will not enforce
Blocking runs on the phone through the operating system’s own official APIs, so the ceiling is Apple’s and Google’s to set. Android permits stricter enforcement than iOS. We document that rather than implying a guarantee we cannot keep.
| Behaviour | iOS | Android |
|---|---|---|
| What does the blocking | Apple’s Screen Time framework. | An accessibility service you grant once. |
| Deleting Spark while locked | Ends the session. Sign back in and your modes come back. | Strict mode puts friction in the way of uninstalling or disabling Spark. It is friction, not a lock: Safe Mode, or turning off Spark’s Accessibility permission, gets past it. |
| Emergency unlocks | Five, for life. They do not refill, and Strict mode switches them off. | |
| Turning Bluetooth off | Does not end a session on either platform. The blocking runs on the phone, and the Bluetooth Spark only matters at the moment you unlock — so switching the radio off just means switching it back on before you do. | |
| What always gets through | Calls. Everything else depends on what you put in the mode. | |
If a blocked app opens anyway and it is genuinely in the mode you locked, that is a bug rather than a platform limit — tell us the app and your OS version. The two step-by-step guides go into what each platform can do: blocking apps on Android and blocking apps on iPhone.
If the problem is a parcel, not a radio
Where is my order?
You do not need us, and you do not need an account. The email we send when your payment goes through carries your order number; enter it on the order page with the phone number you ordered with, and the current status is there. Checkout does not create an account, so those two are the whole of what it takes.
We dispatch within 7 days of your payment clearing, and shipping across India is free. If tracking has not moved for several days, email us the order number and we will chase the courier — the shipping policy sets out the timelines in full.
It arrived damaged, or it does not work
Send us a photo within 7 days of delivery and we will replace it, including shipping. You do not need the original packaging. The refund and cancellation policy is the binding version of that, and also covers cancelling before dispatch, when a full refund to your original payment method is the answer.
Invoices and GST
A GST invoice is available on request — email us the order number and we will send one. Prices on the site are quoted before GST; the tax is added at checkout, where you see the full total before you pay.
Write to a human
A person reads every message and replies as soon as they can. Four details are normally enough to diagnose something in one reply instead of three.
- Your phone model and OS version — Android 14, iOS 18, and so on.
- What you tapped, and the exact words of whatever appeared. A screenshot is ideal.
- Whether the key is newly paired or has been working until now.
- Your order number, if the question is about the hardware or the delivery.
Email is best for anything with an order number, an invoice or a photo attached; WhatsApp for a quick question. The contact page has the registered business details as well.
The support page is short for a reason.
There is not much surface area to go wrong: locking is one tap in the app and never needs the key, and unlocking means walking to the key and holding your phone against it. The app is free; the key is the one-time buy.