1. For Non-Root Android — IM Tracking, Keylogging, and Gmail Tracking rely on a function called 'Accessibility' being enabled on the device (Step 9 on install guide)
   
2. If Accessibility is disabled, inadvertently or otherwise, then the features above will not work

Check if Accessibility is enabled

1. Check using your portal
   
1. Click the bell icon   
   
2. Click the Request Logs tab > Request Debug Logs Now
   
3. Click the Command Tracking tab
   
4. Verify that the 'Request Debug Log' command was received
   
   example of a successful request debug log command
5. Click the View logs tab > Click to expand the debug log
   
6. Use ctrl-f to bring up the search area > search for 'Accessibility' > check if it's enabled or disabled
   
1. If it is disabled, you will need to get the device in your hands and enable Accessibility using the steps below
2. Check by getting the target device in your hand
   
1. For Android OS 9 devices and above, go to Settings > Accessibility > Installed Services and make sure Accessibility is enabled
   
2.  For Android OS 8 devices and below, go to Settings > Accessibility > Scroll down to Services and make sure Accessibility is enabled
3. Check by contacting support
   
1. If all else fails please contact a ticket from your portal with this request