CloudLocker - Android
If a device hasn't communicated with our system for a period, it may become hidden. If the device is still actively being used, do the following:
- Go to the Play Store and update CloudLocker if it shows an update for it.
- Go to Settings > Apps > CloudLocker > Storage & Cache > clear cache.
- Restart the phone.
- Open CloudLocker > synchronize settings
This should resolve the issue, and the device should show on the My filters page. Contact support if still not able to find the device on your My Filters page.
Global - iOS & iPadOS
This can be due to the serial number not being registered on your account. Register the serial number by clicking on the Install button near the top of the My Filters page.
- Note: Ensure the serial number is accurate. A common mistake is using a "O" instead of a "0".
- For more information, see our documentation for the Global - iOS filter.
Contact support if still not able to find the device on your My Filters page.
CloudVeil for Windows/Mac
If a device hasn't communicated with our system for a period, it may become hidden. If the device is still actively being used, do the following:
- Go to the CloudVeil for Windows/Mac app.
- In the Advanced tab, click on synchronize settings.
- Once finished with syncing, click on check for updates and update.
- Restart the computer.
Contact support if still not able to find the device on your My Filters page.