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Frequently Asked Questions



Q:

What is Rogers Phone Finder?

Rogers Phone Finder service is a network-based service that helps you locate a lost Rogers phone by logging in to a web portal (www.rogersphonefinder.com) using your PC, tablet or smartphone.

Q:

How do I register?

On www.rogersphonefinder.com, click the register button and follow the instructions.

Q:

Does Rogers Phone Finder work on all Rogers phones?

Yes, all handsets using a Rogers SIM can be located. The service does not support finding tablets or Rocket™ sticks

Q:

Who can use Rogers Phone Finder?

Any Rogers subscriber can register for Phone Finder.

Q:

How do I locate my friends or family?

Rogers Phone Finder also has a feature that allows you to locate your friends/family on an interactive map by using the 'My Phone' page. Users must be registered with Phone Finder before they can use this feature.

Simply add the members you wish to locate from the ‘My Phone page’ and an SMS invitation will be sent to the person you requested.

If the person you wish to locate is a Phone Finder subscriber, they will simply have to login to their account and either accept or decline the invitation via the ‘My Permissions’ page. From your ‘My Phone’ page you will be able to see the status of the request, it will be in Pending status if awaiting a response but if the request was accepted, you will now be able to locate that user.

If the person you wish to locate is not a Phone Finder subscriber, you will receive a message on the screen that the person you added is not a Phone Finder user. The recipient will receive an SMS notifying them of an invitation to share location via Phone Finder along with a URL directing him/her to register for the service. You will have to add the person again once they have subscribed to Phone Finder.

Q:

If I add my friend to locate on Phone Finder will they be able to locate me as well?

Your friend will have to add you as a member as well in order for them to locate you. A text message will be sent to you for your response. Simply follow the link in the text and navigate to the ‘My Permissions’ page to accept their request.

Q:

I received an SMS from Phone Finder indicating that my friend has requested to locate me. What do I need to do?

If you are a registered Phone Finder user:

1.   Login to your account

2.   Go to My Permissions tab.

3.   You can choose one of the following: To accept, select ALLOW. To decline, select DENY and to delete the user from the page, click on Delete.

The SMS invitation does not expire, you can respond through the link at anytime.

If you are not a registered Phone Finder user, you must register first and then follow the instructions above. See ‘How do I register' FAQ.

Q:

What is Privacy Mode?

You can switch onto privacy mode to restrict all members on your friend/family list from viewing your location. You can turn this ON and OFF at anytime. By default your privacy mode is OFF. To turn privacy ON, simply click on the Privacy Mode button from your homepage.

Q:

If I am on Privacy Mode, how will members on my friend list know?

When you are on Privacy Mode, a user who is trying to locate you will see a status message on your profile indicating that you are on Privacy Mode and that you cannot be located.

Q:

I no longer wish to be located by a user that I previously gave permission to, can I remove this person?

Yes, there are two ways that this can be done:

1.   To Permanently Deny - Login to your Phone Finder portal and go to the My Permissions tab. Click on the DELETE button associated with the person you wish to remove.

2.   To Temporary Deny - Login to your Phone Finder portal and go to the My Permissions tab. Select DENY on the person you wish to block. At any time you can unblock this person by selecting ALLOW .

Q:

Will I be able to know how many times someone has located me?

Yes. In the My Permissions tab, there is a counter that indicates how many times each user has located you. This number refreshes each month.

Q:

Is there a limit on how many friends you can add in your Phone Finder profile?

You can add up to 20 friends to locate on your Rogers Phone Finder profile.

Q:

How much does Rogers Phone Finder cost?

Users are currently entitled to 5 free look ups per month. If you exceed the 5 look ups in a month you will be charged 20¢ per look up. Please Note: The mobile number associated with the account will be billed, not your family or friends number. You also have a choice to subscribe to the monthly Mega20 plan. See below for more details.

Q:

Can I use my 5 free lookups each month towards locating my friends or family?

Yes, you can use your 5 free lookups each month towards finding your phone or locating another member on your friend list

Q:

How do I know how many lookups I have remaining?

When you login to your Phone Finder account, there is a counter under the Locate My Phone button indicating how many lookups you have remaining. This counter updates in real-time each time you perform a lookup. If you have exceeded your lookups, additional lookups are $0.20 each. You can also view when your Free lookups reset in the My Account tab of your account.

Q:

What is the Mega20 add-on?

This is a self-serve feature that allows Rogers Phone Finder subscribers to upgrade to the Mega20 add-on, providing them with 20 lookups in addition to their 5 free lookups each month. There is a $2 monthly reoccurring charge that is billed to their Rogers invoice at the beginning of each calendar month. This is a self serve only option, a Rogers’ Care will not able to add this plan for you.It’s very easy to use.

Q:

How do I downgrade from the Mega20 add-on?

To downgrade back to the Free plan, simply login to your Phone Finder portal. Go to the My Account tab and click on the Free Plan radio button. Once confirmed, the Mega20 plan will be removed from your account. You will have any remaining lookups until the end of the calendar month. Beginning the next calendar month, you will not be billed the $2 monthly service charge. As this is a self-serve feature, Rogers call center agents are not able to downgrade this for you.

Q:

What is the Find my Family feature and how much does it cost?

Find my Family allows Rogers Phone Finder subscribers to monitor their loved ones by entering a location and receiving an email, text message or both that lets them know in real-time if they reached the desired location. The service costs $4.99 per month and includes 20 lookups per month.

Q:

How do I register for the Find My Family feature?

In order to take advantage of the Find my Family feature you must have already subscribed the to Rogers Phone Finder service. If you have not done so please go to www.rogers.com/phonefinder to register. Once you have registered for Roger Phone Finder you can activate the Find my Family service 2 ways:

1.   Go to the Find my Family tab on the Rogers Phone Finder portal and click “Buy Now” – the service will automatically be added to your account

2.   You can also contact customer care at 1-866-ROGERS1 to add the service to your account

Q:

Does Find My Family work on all phones?

Yes, all handsets using a Rogers SIM can be located. The service does not support finding tablets or Rocket™ sticks

Q:

Will I know if my family is monitoring me?

Yes. In the My Permissions tab, there is a counter that indicates how many times each user has located you. This number refreshes each month

Q:

What are Places?

Places are the address/ geographical locations that you enter to locate a friend/ family member.

Q:

How can I add a Family Member or Place?

To add a Family member:

1.   Log into your Phone Finder Account

2.   Enter the name and telephone number of your friend/family member

3.   A text message will be sent to the contact, asking if it’s OK that you can follow them (if your contact isn’t already a Phone Finder subscriber they will have to sign up for the service before you can add them)

4.   Once your request is accepted, you can monitor their location by going to the person’s details on the home page (or Locate tab)

NOTE: If the person you wish to locate is a Phone Finder subscriber, they will receive and SMS and simply have to login to their account and either accept or decline the invitation via the ‘My Permissions’ page. From your ‘Locate’ page you will be able to see the status of the request, it will be in Pending status if awaiting a response but if the request was accepted, you will now be able to locate that user. If the person you wish to locate is not a Phone Finder subscriber, you will receive a message on the screen that the person you added is not a Phone Finder user. The recipient will receive an SMS notifying them of an invitation to share location via Phone Finder along with a URL directing him/her to register for the service. You will have to add the person again once they have subscribed to Phone Finder.

To add a place or alert:

1.   Click on the My Places tab

2.   Select Add a Place and enter the desired address (or intersection) to monitor the location as well additional inputs (notification type, when to be notified, date, time and days of the week)

Q:

What if I don’t know the address of the Place or Location I would like to enter?

A.   Type the closest intersection in the Address field under My Places/Add a Place

B.   You can also move the marker and the Address bar will show the associated address.

NOTE: For best results, Intersection can be entered as [street name] and [street name], [city], [Province] Example: Yonge and Bloor, Toronto, ON

Q:

How do I remove or deactivate the Find My Family feature?

To downgrade or deactivate Find My Family, simply login to your Phone Finder portal. Go to the My Account tab and click on the Free Plan radio button. Once confirmed, the Find My Family plan will be removed from your account. You will have any remaining lookups until the end of the calendar month. Beginning the next calendar month, you will not be billed the $4.99 monthly service charge. If this feature was added through self-serve within the Phone Finder website you MUST remove the service through the website. Rogers call center agents are ONLY able to remove this feature for you if you originally activated through the call centre.

Q:

I did not receive an alert that I set up for a loved one. What should I do?

A.   Click on the My Places tab to view the existing alerts that you configured

B.   Select contact name to see exact address and inputs

C.   Be sure to validate that the date is current and that the day selected is correct

D.   Validate when you are being notified –if you requested to be notified only when the user is within the area then you may not have received a notification because the user is legitimately not within the area.

NOTE: It is important to remember that when using network-based location services, there are a number of variables that could impact the accuracy of the look up/ alert. For example, accuracy will vary depending on whether the contact’s phone is indoors or outdoors, registered on the network and if the phone is in an urban or rural area.

Q:

What will an email alert or SMS alert look like?

Email message will come from: info@rogersphonefinder.com, Subject: Find My Family Notification Message

Sample: Our system indicates that Jane [10 digit cellular number] is not at work. Please click here for Jane’s location: http://maps.google.com/maps?z=1

SMS will come from short code: 6044

Sample: John is at work.

Q:

I received an alert that says that the system could not determine if my friend/family is at the specified location. What should I do?

In some situations, Rogers Phone Finder will not be able to locate a contact.

The most common reasons are

·      The phone is powered off.

·     The phone's battery has run out.

·      The phone is connected to the Rogers network over WiFi.

·     The phone is not connected to the Rogers network (verify Rogers ID is displayed on the home screen of the handset)/ the person is outside of the coverage area (or bad coverage area)

Q:

Will Rogers Phone Finder work outside of Canada?

No, Rogers Phone Finder can only locate phones within the Rogers wireless footprint, i.e., anywhere there is Rogers network coverage in Canada.

Q:

How accurate is Rogers Phone Finder?

When using network-based location services, there are a number of variables that impact the accuracy of the look up. For example, the accuracy will vary depending on whether the phone is indoors or outdoors, is equipped with AGPS capability, registered on the network and if the phone is in an urban or rural area.

Below are some guidelines outlining the accuracy in different environments:

2G-Based Technologies

85% of Calls Within*

3G-Based Technologies

85% of Calls Within*

Rural

Network

3200 m

Rural

Network

1400 m

Urban

Network

350 m

Urban

Network

350 m

Suburban

Network

1800 m

Suburban

Network

800 m

Rural

AGPS

30 m

Rural

AGPS

20 m

Urban

AGPS

100 m

Urban

AGPS

100 m

Suburban

AGPS

20 m

Suburban

AGPS

50 m


* The accuracy representation 85% is chosen merely to provide some understanding of the various positioning technologies accuracy. The results presented can vary significantly due to changes in environment and RF propagation.

Q:

What is the average response time to locate a phone?

Response times for location requests can vary from 5 to 60 seconds.

Q:

Why don't I get a location?

In some situations, Rogers Phone Finder will not be able to locate a phone.

The most common reasons are

·      The phone is powered off.

·     The phone's battery has run out.

·      The phone is connected to the Rogers network over WiFi.

·     The phone is not connected to the Rogers network (verify Rogers ID is displayed on the home screen of the handset). In these cases, Rogers Phone Finder will tell you that the phone was not able to be located.

Note: If you have received a location from a phone before, but you are experiencing difficulty getting a location, try power cycling the phone.

Q:

Are my look ups recorded?

The last look up is recorded and available for viewing when you log in to your account. Only you have access to the look up via logging in to your account. You are also able to see the last 10 locations of the members on your friend list.

Q:

I forgot my Rogers Phone Finder password. How can I retrieve it?

1.   From the Rogers Phone Finder website, click Sign In.

2.   Click on the Forgot your password? link.

3.   You will receive an email with your password.

Q:

How do I change my password?

1.   From the Rogers Phone Finder website, click on Account.

2.   Click on the Change Password link.

3.   Enter new password and click on Save.

Q:

What happens if I change my telephone number? Will I have to re-register?

You will not need to register again. If you change your telephone number, you can simply update it on the Rogers Phone Finder website.

1.   From the Rogers Phone Finder website, click on Account.

2.   Click on the Change phone number link.

3.   An SMS message will be sent to the new number with a verification code. You will need to login to your account and enter that code to complete the change.

Q:

Can I change the email associated with my Phone Finder account?

Yes. If you would like to change your email, simply update it on the Rogers Phone Finder website.

1.   From the Rogers Phone Finder website, click on Account.

2.   Click on the Change email link.

3.   An email message will be sent to the new email address with a verification code. You will need to login to your account and enter that code to complete the change.

Q:

I accidentally put the wrong email address when I registered for Phone Finder. What happens now?

Since the registration is not complete, you can start a new sign-up with the correct email address and follow the instructions to successfully complete the registration process.

Q:

How do I unsubscribe to Rogers Phone Finder?

1.   From the Rogers Phone Finder website, click on Account.

2.   Click on the Cancel Membership link.

3.   Your account is cancelled.

Note: You can renew Membership by logging in with your old credentials at hit "Renew"

Q:

What is the difference between ALLOW and DENY?

When you register for Phone Finder for the first time, you will receive an SMS asking you to opt-in by typing ALLOW or DENY to 6050.

Type ALLOW to opt-in. Type DENY to opt-out of the Phone Finder service. This means you will not be able to be located by Rogers Phone Finder.

Q:

I typed DENY previously when requested by Phone Finder, now I want opt-back in to use the service, what can I do?

When you type DENY to Phone Finder, to opt-in again, simply text ALLOW to 6050.

Q:

How does Wi-Fi Calling work in conjunction with Phone Finder?

If you are a Wi-Fi Calling customer and are actively registered to the Rogers network over Wi-Fi, you will not be able to find your phone. I.e., the result will be ‘phone not found’.

Q:

I’m receiving a script window when attempting to login to the Phone Finder Site.

Please update your browser Security settings to allow scripted windows to be displayed.

Anti-Theft/ Anti-Virus FAQs


Q:

What is Anti-Theft?

The Anti-Theft features enables you to proactively lock, wipe and alarm your device to protect your personal information in case your phone is lost/ stolen.

Q:

What does the Anti-Theft Premium service (or Anti –Virus) do?

This premium feature safeguards your phone against malicious content, viruses and spyware.

Q:

How much does the service cost?

  • Basic Anti-Theft service (lock, wipe and alarm) costs $2.99 per month
  • The premium service which includes Anti-Virus (in addition to lock, wipe and alarm) costs $3.99 per month
  • These services are also available in bundles packages for Device Protection and TechXpert for Wireless. Please contact Customer Care to have the service added.
Q:

How do I activate Anti-Theft (or Anti-Virus)?

PLEASE NOTE: Currently Anti-Theft and Anti-Virus are only compatible with Blackberry and Android phones. Application download is required for the service to function.

  1. If purchased as a standalone product ($2.99 or $3.99) and if you are not a registered Phone Finder user you will need to register for the service first.
    • Simply go to: www.rogers.com/phonefinder to register for Phone Finder.
    • Next call Rogers Customer Care at 1-866-ROGERS1 to add the service to your wireless account
    • Once the service has been added to your account you will receive an SMS that directs you to log in to the Phone Finder portal and directs you to download the App through your respective App store (Blackberry App World or Google Play)
    • Once you have downloaded the App you can proactively lock, wipe or alarm from the Rogers Phone Finder website.
    • IMPORTANT: The Wipe function is irreversible. Once you have wiped your device you will be unable to retrieve any information previously stored on your device.
  2. If purchased as a part of a TechXpert or Device Protection bundle
    • You will receive an SMS that prompts you to download the Anti-Theft (or Anti-Theft premium application)
      If SMS not received customer can proceed to their respective App store to download application
    • Click on the link in the SMS to be directed to the App store and a setup wizard will guide you through the activation process

Q:

How do I install the application?

  1. Once you have activated the Anti-theft service through Customer Care you will receive an SMS that prompts you to download the Anti-Theft application
    If SMS not received customer can proceed to their respective App store to download application
  2. Click on the link in the SMS to be directed to the App store and a setup wizard will guide you through the activation process
Q:

How do I Lock, Wipe or Alarm my device?

  • Lock, Wipe and Alarm functionality is accessed remotely through Phone Finder and not through the application
  • In order to complete any of the 3 actions:
    1. Sign into the Phone Finder website (through computer or a mobile device brower
    2. Go to the Anti-Theft tab
    3. Select ON/ OFF that appears next to the feature

IMPORTANT – WIPE is an irreversible function – you will be unable to retrieve any data once this function is performed

Q:

Will there be a confirmation required to wipe my device?

Yes, you will receive a pop-up confirming that you would like to continue wiping your device.

Also the user will be prompted to enter their phone finder password to initiate wipe of the phone.

Q:

Will there be a confirmation required to wipe my device?

No unfortunately not. Once you have wiped the device there is no way to undo the function.

Q:

How do I remove/ unsubscribe to the Anti-Theft (or Anti-Virus) Service?

In order to remove the service:

  1. You must remove “Rogers Anti-Theft” from the Device Administrators‘ list FIRST
  2. Next, un-install the application on your device
  3. Cancel the monthly subscription.
To cancel the monthly billing you will need to contact Rogers Customer Care at 1-866-ROGERS1

Q:

What phones are compatible with Anti-Theft/ Anti-theft premium features?

This service is currently available on select Blackberry and Android phones:

Compatible with the following devices only:

Blackberry:
8310, 8900, Bold 9000, 9360, Bold 9780, Torch 9810, Bold 9900, Bold 9790

Android:
Samsung Galaxy S II, Samsung Galaxy S III, Samsung Galaxy Note, Samsung Galaxy Nexus, HTC One X, HTC Desire C, Motorola Razr, Sony Xperia Ion, LG Optimus 2X

Please note: This service is not compatible with IPhones.

Check back here periodically for any updates to the device compatibility list

Q:

How do I know that Anti-Virus is running properly on my device?

On the Anti-Theft App you will be able to see the Anti-Virus service and can chose to run a scan/ set a frequency for scans.

Q:

I am an Anti-Theft subscriber and my phone has been lost/stolen. What do I do next?

  1. Report your phone lost/stolen.
  2. Use phone finder to locate the vicinity in which your phone was lost.
  3. Lock your phone so that you can protect any personal information. This is done through the Rogers Phone Finder portal on the Anti-Theft tab.
  4. You can decide if you would like to wipe or alarm your phone. This is done through the Rogers Phone Finder portal on the Anti-Theft tab.
Q:

I did not get the welcome SMS from Phone Finder Anti-Theft service when I signed up. What do I need to do?

In order for the service to work you must download the Anti-Theft application for your respective device (through Blackberry App World or Google Play)

Also ensure that you have an active Rogers Phone Finder account.

Once these steps are completed you will have the ability to proactively lock, wipe or alarm your device at any time from the Rogers Phone Finder portal.