Tijuana Unlocked: Support

Last updated: October 2, 2026

Need help with Tijuana Unlocked? This page explains how to reach us and walks through the most common issues.

Contact us

We answer every message. Target response time is within 2 business days (Monday–Friday, Pacific Time). Most issues resolve in the first reply.

When you write in, please include:

A short description of what happened and what you expected.
The screen or feature you were on.
Your device model and operating system (for example, "iPhone 15, iOS 18.2" or "Pixel 8, Android 15").
The app version (Preferences → About, or the bottom of the Preferences tab).
A screenshot or screen recording, if you have one.
Whether the issue happens every time or only sometimes.

We will never ask for your password, your credit-card number, or your one-time authentication codes. If someone asks, it is not us.

Supported languages

Support is provided in English and Spanish / Español. Write to us in whichever you prefer.

Frequently asked issues

1. The app can't find my location / "Waiting for GPS"

Check permission. Open your device settings → Tijuana Unlocked → Location. Set it to While Using the App. Tijuana Unlocked does not use background location.
Turn location services on. Global location must also be enabled (iOS: Settings → Privacy & Security → Location Services; Android: Settings → Location).
Move outdoors or near a window. GPS signal is weaker inside parking structures and buildings near the border.
Restart the app after changing permissions.

2. I'm not getting push notifications

Check your Line Watch setup. Confirm the crossing, lane, and wait threshold you chose. Line Watch monitors that threshold; it does not predict when the line will improve.
Check in-app information directly. Current CHP incidents, official CESPT notices, and MTS transit information are available inside the app when the source is available. These sources are presented as in-app information.
Check the toggle in-app. Open Preferences → Notifications and confirm notifications are enabled for the app.
Check device notifications. Open system settings → Tijuana Unlocked → Notifications and confirm they are allowed.
Quiet hours / Do Not Disturb. If your device is in Do Not Disturb, silent, or a focus mode, notifications will be held back by the OS.
Reinstall as a last resort. If notifications stopped after a device restore, sign out, uninstall, reinstall, and sign in again. That re-registers your push token.

3. Wait times look wrong or stale

Border wait times come from U.S. Customs and Border Protection (CBP). Our backend checks for updates about every 5 minutes, but CBP may publish on a different cadence.
Use the source and timestamp shown in the app to judge freshness. If CBP is unavailable, a port is closed, or a usable value is missing, the app keeps those states distinct from a current numeric wait.
Crossings where we estimate Ready Lane or SENTRI times (because CBP doesn't publish them directly) are marked as estimates.

4. Free tier, Premium subscription, trial, and restore

The app is useful for free. The latest available border waits by supported lane, the basic crossing map, 1 Crossing Plan, 1 Line Watch, 3 Smart Route sessions each month, and 3 featured Discover guides are included at no cost. No subscription is required. Current CHP incidents, official CESPT notices, and MTS transit information can also be viewed inside the app when available.
Premium keeps every option open. Premium adds Best Crossing Times by day and hour, up to 3 crossing/lane pairs in one Line Watch, unlimited Smart Routes, and every currently available Discover neighborhood guide. One shared threshold and one notification apply to that Line Watch; the first qualifying live wait wins.
Trial eligibility and pricing. Eligible new subscribers may receive a 7-day introductory trial. The App Store or Google Play will show eligibility before confirmation. The U.S. reference prices are USD $39.99/year (save 33%) or USD $4.99/month. The selected plan renews automatically unless you cancel.
Cancel anytime.
iOS: Settings → [your Apple ID] → Subscriptions → Tijuana Unlocked → Cancel Subscription.
Android: Google Play → Profile → Payments & Subscriptions → Subscriptions → Tijuana Unlocked → Cancel subscription.

Your access continues until the end of the paid period.

Restore purchases. If you reinstalled the app or switched devices, tap Restore purchases on the paywall. Apple / Google will re-attach your subscription to the app.
Billing problems. Refunds, declined cards, and payment disputes are handled through Apple's Report a Problem or your Google Play order history. Offshore Flow does not see or process your card.

5. Delete my account

In-app: Preferences → Account → Delete account.
On the web: use the public Delete Account page. You do not need to sign in to view it.
By email: if neither of the above works, write to support@tijuanaunlocked.com from the email on your account. We will verify and delete within 30 days.

Deleting your account removes your Firebase Auth record; user profile and preferences; saved commute plans; Line Watch settings and state; alert preferences and delivery state; push tokens; support reports stored in Firestore; other user-owned records; the subscription mirror in Firestore; and the RevenueCat customer record associated with your Firebase UID. It does not remove support emails already delivered to our mailbox or purchase history held by Apple or Google. We do not maintain a separate account-data backup schedule. Provider-managed security, logging, or disaster-recovery copies may age out under the provider's own retention schedule.

Account deletion does not cancel an active subscription. Cancel it separately through the App Store or Google Play before deleting the account.

6. CESPT water information doesn't match my colonia

Open the CESPT section in City Status and review the current official notices available in the app.
CESPT sometimes publishes notices that name streets or colonias without identifying a zone. When a notice cannot be mapped confidently, its area may not match the colonia you expected. Review the official notice details in the app for the most specific information available.

7. Map is blank or tiles won't load

Usually a network hiccup. Pull to refresh, or toggle Airplane Mode off and on.
Some corporate and public Wi-Fi networks block mapping or routing services. Try mobile data. The iOS map uses Apple Maps; Android uses Google Maps.
If the map is still blank, email us with your device model, OS, and app version.

8. The app is crashing

Update to the latest version in the App Store or Play Store.
Restart the app. If it crashes again on the same screen, write to us with the screen name and your device info. Release builds send crash and non-fatal error reports to Firebase Crashlytics; the app does not currently provide a separate Crashlytics consent toggle.

Report a bug or request a feature

Send the details to support@tijuanaunlocked.com. Include what you were doing, what you expected, and what happened instead. Screenshots and screen recordings are the fastest way to get a fix.

For feature requests, tell us what problem you're trying to solve, not just the feature name. We prioritize requests that come up often and help real commuter scenarios.

Security and abuse

If you believe you have found a security vulnerability in Tijuana Unlocked, please email support@tijuanaunlocked.com with "SECURITY" in the subject line and a clear description of the issue. Do not publicly disclose the issue until we have had a chance to review and respond.

To report abuse of the Service by another user, email the same address with "ABUSE" in the subject line.

Legal

About us

Tijuana Unlocked is built by Offshore Flow LLC, a New Mexico limited liability company.

Mail: Offshore Flow LLC, New Mexico, United States Email: support@tijuanaunlocked.com

Support

Email us directly