{"id":8615,"date":"2023-10-03T09:24:05","date_gmt":"2023-10-03T07:24:05","guid":{"rendered":"https:\/\/www.fly-air3.com\/?post_type=ufaq&#038;p=8615"},"modified":"2025-10-03T08:35:24","modified_gmt":"2025-10-03T06:35:24","slug":"need-support","status":"publish","type":"ufaq","link":"https:\/\/www.fly-air3.com\/en\/ufaqs\/need-support\/","title":{"rendered":"Need support?"},"content":{"rendered":"<div  class=\"ewd-ufaq-faq-list ewd-ufaq-page-type-load_more ewd-ufaq-category-tabs- ewd-ufaq-faq-category-title-accordion\" id='ewd-ufaq-faq-list'>\n\n\t<input type='hidden' name='show_on_load' value='' id='ewd-ufaq-show-on-load' \/>\n<input type='hidden' name='include_category' value='' id='ewd-ufaq-include-category' \/>\n<input type='hidden' name='exclude_category' value='' id='ewd-ufaq-exclude-category' \/>\n<input type='hidden' name='orderby' value='title' id='ewd-ufaq-orderby' \/>\n<input type='hidden' name='order' value='asc' id='ewd-ufaq-order' \/>\n<input type='hidden' name='post_count' value='-1' id='ewd-ufaq-post-count' \/>\n<input type='hidden' name='current_url' value='\/en\/wp-json\/wp\/v2\/ufaq\/8615' id='ewd-ufaq-current-url' \/>\n\t\n\t\n\t<div class='ewd-ufaq-faqs'>\n\n\t\t<div  class=\"ewd-ufaq-faq-div ewd-ufaq-faq-column-count-one ewd-ufaq-faq-responsive-columns- ewd-ufaq-faq-display-style-default ewd-ufaq-can-be-toggled\" id='ewd-ufaq-post-8615-0tELd2RsGu' data-post_id='8615'>\n\n\t\t\n\t<div class='ewd-ufaq-faq-title ewd-ufaq-faq-toggle'>\n\t\n\t<a class='ewd-ufaq-post-margin'  href='#' role=\"button\">\n\n\t\t<div class='ewd-ufaq-post-margin-symbol ewd-ufaq-square'>\n\t\t\t<span >A<\/span>\n\t\t<\/div>\n\n\t\t<div class='ewd-ufaq-faq-title-text'>\n\n\t\t\t<h4>\n\t\t\t\tNeed support?\t\t\t<\/h4>\n\n\t\t<\/div>\n\n\t\t<div class='ewd-ufaq-clear'><\/div>\n\n\t<\/a>\n\t\n<\/div>\n\t\n\t<div class='ewd-ufaq-faq-body' >\n\n\t\t\n\t\t\t\n\t\t\n\t\t\t<div class='ewd-ufaq-post-margin ewd-ufaq-faq-post'>\n\t\n<p>In case you face an issue with your device, here are some comments to take into account.<\/p>\n\n\n\n<p>We receive a lot of support questions that are user related and that can be solved easily. So, when you contact us, please make sure to comply with all the requests indicated here below in the &#8220;Before contacting us&#8221; section.<\/p>\n\n\n\n<div class=\"su-accordion su-u-trim\"><div class=\"su-spoiler su-spoiler-style-default su-spoiler-icon-plus\" data-scroll-offset=\"0\" data-anchor-in-url=\"no\"><div class=\"su-spoiler-title\" role=\"button\"><span class=\"su-spoiler-icon\"><\/span>1\/ Before contacting us<\/div><div class=\"su-spoiler-content su-u-clearfix su-u-trim\">\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Do not make a factory reset<\/strong>. Factory resetting the device will erase everything, including the XCTrack Pro licence, maps, terrrain files, etc. If you absolutely need to make a factory reset, contact us to get the procedure first.<\/li>\n\n\n\n<li><strong>Make sure you have all latest apps<\/strong>. Update all your apps using <a href=\"https:\/\/www.fly-air3.com\/software\/air3_upgrader\/\">AIR\u00b3 upgrader<\/a>. This step is important to make sure the issue you are facing has not already been solved in a more recent version of the app.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n<div id=\"pl-gb8615-6a0bd80dd7c9a\" class=\"panel-layout\"><div id=\"pg-gb8615-6a0bd80dd7c9a-0\" class=\"panel-grid panel-no-style\"><div id=\"pgc-gb8615-6a0bd80dd7c9a-0-0\" class=\"panel-grid-cell panel-grid-cell-empty\"><\/div><div id=\"pgc-gb8615-6a0bd80dd7c9a-0-1\" class=\"panel-grid-cell panel-grid-cell-mobile-last\"><div id=\"panel-gb8615-6a0bd80dd7c9a-0-1-0\" class=\"so-panel widget widget_sow-image panel-first-child panel-last-child\" data-index=\"0\"><div class=\"so-widget-sow-image so-widget-sow-image-default-8b5b6f678277-8615\">\n<div class=\"sow-image-container\">\n\t\t<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.fly-air3.com\/wp-content\/uploads\/sites\/15\/2023\/10\/Main_interface-updated.png\" width=\"1920\" height=\"1080\" alt=\"\" class=\"so-widget-image\" \/>\n\t<\/div>\n\n<\/div><\/div><\/div><div id=\"pgc-gb8615-6a0bd80dd7c9a-0-2\" class=\"panel-grid-cell panel-grid-cell-empty\"><\/div><\/div><\/div>\n\n\n<p><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Avoid configuration issues<\/strong>. In order to avoid any concerns related to an incorrect configuration, the first things to do are\n<ul class=\"wp-block-list\">\n<li>If you have a special XCTrack layout, export your XCTrack configuration (pages only). <a href=\"https:\/\/www.fly-air3.com\/support\/xctrack-manual\/preferences4\/#XCTrack-Preferences-Configuration\" target=\"_blank\" rel=\"noreferrer noopener\">Check here more details how to export<\/a>. This step allows you to import back your configuration afterwards.<\/li>\n\n\n\n<li>Reset XCTrack configuration. With Air\u00b3 Manager, click on XCTrack interface button, then reset. <a href=\"https:\/\/www.fly-air3.com\/support\/air3-xctrack-manual\/air3-manager-manual\/#Reset\">Check here how to reset XCTrack interface<\/a>. This step allows to make sure that the issue is not linked to a change you have made to XCTrack configuration. By using the default configuration of AIR\u00b3, we eliminate all possible errors coming from a wrong configuration.<\/li>\n\n\n\n<li>Restart XCTrack. Make sure to quit XCTrack from XCTrack menu before restarting<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n<div id=\"pl-gb8615-6a0bd80dd80f3\" class=\"panel-layout\"><div id=\"pg-gb8615-6a0bd80dd80f3-0\" class=\"panel-grid panel-no-style\"><div id=\"pgc-gb8615-6a0bd80dd80f3-0-0\" class=\"panel-grid-cell panel-grid-cell-empty\"><\/div><div id=\"pgc-gb8615-6a0bd80dd80f3-0-1\" class=\"panel-grid-cell\"><div id=\"panel-gb8615-6a0bd80dd80f3-0-1-0\" class=\"so-panel widget widget_sow-image panel-first-child panel-last-child\" data-index=\"0\"><div class=\"so-widget-sow-image so-widget-sow-image-default-8b5b6f678277-8615\">\n<div class=\"sow-image-container\">\n\t\t<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.fly-air3.com\/wp-content\/uploads\/sites\/15\/2025\/05\/XCTrackInterface2.png\" width=\"1134\" height=\"638\" alt=\"\" class=\"so-widget-image\" \/>\n\t<\/div>\n\n<\/div><\/div><\/div><div id=\"pgc-gb8615-6a0bd80dd80f3-0-2\" class=\"panel-grid-cell panel-grid-cell-empty\"><\/div><div id=\"pgc-gb8615-6a0bd80dd80f3-0-3\" class=\"panel-grid-cell panel-grid-cell-mobile-last\"><div id=\"panel-gb8615-6a0bd80dd80f3-0-3-0\" class=\"so-panel widget widget_sow-image panel-first-child panel-last-child\" data-index=\"1\"><div class=\"so-widget-sow-image so-widget-sow-image-default-8b5b6f678277-8615\">\n<div class=\"sow-image-container\">\n\t\t<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.fly-air3.com\/wp-content\/uploads\/sites\/15\/2025\/03\/Reset.png\" width=\"1134\" height=\"638\" alt=\"\" class=\"so-widget-image\" \/>\n\t<\/div>\n\n<\/div><\/div><\/div><div id=\"pgc-gb8615-6a0bd80dd80f3-0-4\" class=\"panel-grid-cell panel-grid-cell-empty\"><\/div><\/div><\/div>\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Test again<\/strong> without doing any customization to check if the problem still appears with the latest apps and the default configuration.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Note that there is full online manual available here: <a href=\"https:\/\/www.fly-air3.com\/en\/support\/air3-xctrack-manual\/\">https:\/\/www.fly-air3.com\/en\/support\/air3-xctrack-manual\/<\/a> . This manual is online and therefore indexed by Google. Most of the time it is very easy to get to the right page by searching for some answers directly with Google. We strongly recommend that you read the instructions related to the problem you are having to make sure that it is not just a problem of understanding how things work.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>It is strongly recommended to read the faqs and watch our tuto videos here: <a href=\"https:\/\/www.fly-air3.com\/en\/support\/\">https:\/\/www.fly-air3.com\/en\/support\/<\/a> . There are many specific issues that are addressed in our FAQ. Have a look to make sure the issue has not already been addressed. Some people prefer to watch videos rather than read instructions. Check out our videos, which cover most of the questions you might have.<\/li>\n<\/ul>\n\n\n\n<\/div><\/div><br><\/div>\n\n\n\n<div class=\"su-accordion su-u-trim\"><div class=\"su-spoiler su-spoiler-style-default su-spoiler-icon-plus\" data-scroll-offset=\"0\" data-anchor-in-url=\"no\"><div class=\"su-spoiler-title\" role=\"button\"><span class=\"su-spoiler-icon\"><\/span>2\/ Contacting us: Free asynchronous support<\/div><div class=\"su-spoiler-content su-u-clearfix su-u-trim\">\n\n\n\n<p>We offer free asynchronous support if you can&#8217;t find the answer to your question on our support pages.<\/p>\n\n\n<div id=\"pl-gb8615-6a0bd80dd877f\" class=\"panel-layout\"><div id=\"pg-gb8615-6a0bd80dd877f-0\" class=\"panel-grid panel-no-style\"><div id=\"pgc-gb8615-6a0bd80dd877f-0-0\" class=\"panel-grid-cell\"><div id=\"panel-gb8615-6a0bd80dd877f-0-0-0\" class=\"so-panel widget widget_sow-editor panel-first-child panel-last-child\" data-index=\"0\"><div class=\"so-widget-sow-editor so-widget-sow-editor-base\">\n<div class=\"siteorigin-widget-tinymce textwidget\">\n\t<p>If the problem is not solved while you have followed the previous advices, contact us ideally through Whatsapp or telegram (+32495249656)<\/p>\n<p>&nbsp;<\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><div id=\"pg-gb8615-6a0bd80dd877f-1\" class=\"panel-grid panel-no-style\"><div id=\"pgc-gb8615-6a0bd80dd877f-1-0\" class=\"panel-grid-cell panel-grid-cell-empty\"><\/div><div id=\"pgc-gb8615-6a0bd80dd877f-1-1\" class=\"panel-grid-cell panel-grid-cell-mobile-last\"><div id=\"panel-gb8615-6a0bd80dd877f-1-1-0\" class=\"so-panel widget widget_sow-image panel-first-child panel-last-child\" data-index=\"1\"><div class=\"so-widget-sow-image so-widget-sow-image-default-8b5b6f678277-8615\">\n<div class=\"sow-image-container\">\n\t\t<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.fly-air3.com\/wp-content\/uploads\/sites\/15\/2023\/10\/WhatsApp-AIR3.jpeg\" width=\"872\" height=\"1020\" alt=\"\" class=\"so-widget-image\" \/>\n\t<\/div>\n\n<\/div><\/div><\/div><div id=\"pgc-gb8615-6a0bd80dd877f-1-2\" class=\"panel-grid-cell panel-grid-cell-empty\"><\/div><\/div><div id=\"pg-gb8615-6a0bd80dd877f-2\" class=\"panel-grid panel-no-style\"><div id=\"pgc-gb8615-6a0bd80dd877f-2-0\" class=\"panel-grid-cell\"><div id=\"panel-gb8615-6a0bd80dd877f-2-0-0\" class=\"so-panel widget widget_sow-editor panel-first-child panel-last-child\" data-index=\"2\"><div class=\"so-widget-sow-editor so-widget-sow-editor-base\">\n<div class=\"siteorigin-widget-tinymce textwidget\">\n\t<p>and send us the following info:<\/p>\n<ul>\n<li>\n<h5><strong>All info related to your device:<\/strong><\/h5>\n<ul>\n<li>Launch <a href=\"https:\/\/www.fly-air3.com\/support\/air3-xctrack-manual\/air3-manager-manual\/\" target=\"_blank\" rel=\"noopener\">AIR\u00b3 Manager<\/a>.<\/li>\n<li>Click on the Need support? logo or click on the menu (3 dots) and select &#8220;Need Support?&#8221;.<\/li>\n<li>Click on the blue IMEI to copy all the info related to your device in the clipbloard. If you have installed any communication app, use it and send all the info that are in the clipboard.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><div id=\"pg-gb8615-6a0bd80dd877f-3\" class=\"panel-grid panel-no-style\"><div id=\"pgc-gb8615-6a0bd80dd877f-3-0\" class=\"panel-grid-cell panel-grid-cell-empty\"><\/div><div id=\"pgc-gb8615-6a0bd80dd877f-3-1\" class=\"panel-grid-cell panel-grid-cell-mobile-last\"><div id=\"panel-gb8615-6a0bd80dd877f-3-1-0\" class=\"so-panel widget widget_sow-image panel-first-child panel-last-child\" data-index=\"3\"><div class=\"so-widget-sow-image so-widget-sow-image-default-8b5b6f678277-8615\">\n<div class=\"sow-image-container\">\n\t\t<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.fly-air3.com\/wp-content\/uploads\/sites\/15\/2025\/03\/Edit-before-send-1.png\" width=\"1920\" height=\"1080\" title=\"Edit before send\" alt=\"\" class=\"so-widget-image\" \/>\n\t<\/div>\n\n<\/div><\/div><\/div><div id=\"pgc-gb8615-6a0bd80dd877f-3-2\" class=\"panel-grid-cell panel-grid-cell-empty\"><\/div><\/div><div id=\"pg-gb8615-6a0bd80dd877f-4\" class=\"panel-grid panel-no-style\"><div id=\"pgc-gb8615-6a0bd80dd877f-4-0\" class=\"panel-grid-cell\"><div id=\"panel-gb8615-6a0bd80dd877f-4-0-0\" class=\"so-panel widget widget_sow-editor panel-first-child panel-last-child\" data-index=\"4\"><div class=\"so-widget-sow-editor so-widget-sow-editor-base\">\n<div class=\"siteorigin-widget-tinymce textwidget\">\n\t<p>&nbsp;<\/p>\n<ul>\n<li>\n<h5><strong>XCTrack configuration<\/strong>:<\/h5>\n<ul>\n<li>Open XCTrack Menu.<\/li>\n<li>Go to Preferences\/Export &amp; import config\/Export configuration and select Whole configuration.<\/li>\n<li>Send the file that has been saved in Config subfolder of XCTrack.<\/li>\n<\/ul>\n<\/li>\n<li>\n<h5><strong>Photos, videos, clear description:<\/strong><\/h5>\n<ul>\n<li>Add details about your issue, including videos and photos, as well as a clear description of the problem you are facing. Remember that what may be obvious to you may be interpreted differently by others.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>If you have not installed a communication app on the AIR\u00b3, send the same info from your phone or your computer.<\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div>\n\n\n<p><strong>To get quickly a solution, please show in your video all settings related to the problem that are set correctly.<\/strong><\/p>\n\n\n\n<p>A support request with a video clearly showing that all of these recommendations have been followed will be prioritized.<\/p>\n\n\n\n<\/div><\/div><br><\/div>\n\n\n\n<div class=\"su-accordion su-u-trim\"><div class=\"su-spoiler su-spoiler-style-default su-spoiler-icon-plus\" data-scroll-offset=\"0\" data-anchor-in-url=\"no\"><div class=\"su-spoiler-title\" role=\"button\"><span class=\"su-spoiler-icon\"><\/span>3\/ Contacting us: one to one support<\/div><div class=\"su-spoiler-content su-u-clearfix su-u-trim\">\n\n\n\n<p>One-to-one remote sessions are also available for customers who prefer to speak directly to a support agent for a reasonable fee (max 40 minute session). Contact us to know more.<br><br><br><br><\/div><\/div><br><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<p>Here are other ways to find your IMEI.<br>IMEI number can also be found:<\/p>\n\n\n\n<p>If you still can\u2019t find your IMEI but found the MEID, please provide it to us (MEID is the same as IMEI with missing last number).<\/p>\n\n\n\n<p>In the About menu of AIR\u00b3 Upgrader<\/p>\n\n\n\n<p>On the box of the device when you bought it<\/p>\n\n\n\n<p>On the back of the device<\/p>\n\n\n\n<p>In Settings\/About device\/IMEI (depending on Android version, you may need to find it in Settings\/System\/About device\/Status)<\/p>\n\n\n\n<p>In XCTrack Preferences\/About XCTrack by clicking on the XCTrack version and then scrolling down.<\/p>\n<\/div>\n\t\t\n\t\t\t<div class='ewd-ufaq-faq-custom-fields'>\n\n\t\n<\/div>\n\t\t\n\t\t\t\n\t\t\n\t\t\t\n\t\t\n\t\t\t\n\t\t\n\t\t\t\n\t\t\n\t\t\t<div class='ewd-ufaq-permalink'>\n\t\n\t<a href='https:\/\/www.fly-air3.com\/en\/ufaqs\/need-support\/'>\n\t\t\n\t\t\t\t <div class='ewd-ufaq-permalink-image'><\/div> \t\n\t<\/a>\n\n<\/div>\n\t\t\n\t\t\t\n\t\t\n\t\t\t<div class='ewd-ufaq-back-to-top'>\n\t\n\t<a class='ewd-ufaq-back-to-top-link'>\n\t\tBack to Top\t<\/a>\n\n<\/div>\n\t\t\n\t<\/div>\n\n<\/div>\n\t<\/div>\n\n\t\n<\/div>","protected":false},"excerpt":{"rendered":"<p>A Need support? In case you face an issue with your device, here are some comments to take into account. We receive a lot of support questions that are user related and that can be solved easily. So, when you contact us, please make sure to comply with all the requests indicated here below in <a href=\"https:\/\/www.fly-air3.com\/en\/ufaqs\/need-support\/\" rel=\"nofollow\"><span class=\"sr-only\">Read more about Need support?<\/span>[&hellip;]<\/a><\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"closed","template":"","ufaq-category":[],"ufaq-tag":[],"class_list":["post-8615","ufaq","type-ufaq","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Need support? - AIR\u00b3<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.fly-air3.com\/en\/ufaqs\/need-support\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Need support? - AIR\u00b3\" \/>\n<meta property=\"og:description\" content=\"A Need support? 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