Portal support desk
Signed-in accounts open tickets from the portal. Your incident evidence and recovery case files stay separate from support messages so nothing sensitive leaks into a generic thread.
Help Center
Support that stays with your account
Trackable portal tickets, direct email, and self-service guides — no fake live-chat widget.
Account access, device enrolment, billing, enterprise onboarding, and recovery escalation. Include your registered email and Norbi ID or IMEI when the issue is device-specific.
Self-service
Most lock, locate, billing, and family questions are answered in the user guide and FAQ before you need a human.
Support hours
Email and portal tickets: Monday–Friday, 9:00–18:00 WAT. Emergency SOS and remote lock/locate work 24/7 when your devices are online — human support follows business hours.
Common scenarios
Jump to the right surface before you wait on a reply.
Phone lost right now
Sign in on the portal or another device → Devices → Locate, Lock, or Ring. Open an incident if you suspect theft.
Cannot enrol or sign in
Confirm email/password, check MFA, and verify the APK is from our download page. Password reset is available without contacting support.
Billing & plan limits
View usage and upgrade from Portal → Subscription. Enterprise and Government tiers require a license key or sales contact.
Enterprise & government
Fleet pilots, agent programmes, campus rollouts, and custom entitlements — email us with organisation name, device count, and timeline.
Privacy & deletion
Export data from the portal, schedule account deletion, or read the full policy before you write in.
IMEI / ownership check
Buyers and recovery partners can verify registry status or an ownership proof hash — no owner GPS is ever returned.
What to include in a ticket
The faster we can find your account and device, the faster we can help.
- Registered email address on the account
- Device Norbi ID or 15-digit IMEI
- What you already tried (locate, lock, reinstall, etc.)
- Screenshots or error text from the app or portal
- For billing: Paystack reference or invoice ID if available
Enterprise & government support
Platinum, Enterprise, and Government plans include organisation controls, agent dispatch where enabled, and license-key provisioning. Dedicated onboarding is arranged through sales — not the public ticket queue alone.
Self-service resources
Most answers live here — available 24/7.
Still stuck?
Email info@norbitracka.com or open a signed-in portal ticket with your device details.