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Frequently Asked Questions
The device will show as offline if it is disconnected from the internet, powered off, or if battery optimization settings are killing the background process. Ensure that Battery Saver is disabled and that Suraxon is granted unrestricted background data usage in the device settings.
By default, data syncs every 10–15 minutes when the device has an active internet connection. Larger files like photos, videos, and call recordings are uploaded when connected to Wi-Fi to save cellular data, unless forced via the Remote Command Center.
Yes. For Android devices, you need physical access for approximately 3–5 minutes to download the app, install it, and grant the necessary permissions. Remote installation without physical access is not possible due to Android security architecture.
No. During the final step of the installation process, you are given the option to "Hide App". Clicking this immediately removes the app icon from the home screen and the app drawer, ensuring complete invisibility.
After submitting a ticket, you will receive a confirmation email with your unique Ticket ID (e.g., TKT-20260830-0001). Please save this ID and include it in any follow-up emails to support@suraxon.com so our team can instantly locate your case.