Tijuana Unlocked — Support

Last updated: April 20, 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 the toggle in-app. Preferences → Notifications. Border spikes, water alerts, and commute reminders each have their own switch.
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). We sync them every two minutes, so there is usually a 2–4 minute lag.
If CBP itself is down or a port is closed, the app shows the last known value with a timestamp. The time you see is when CBP last reported.
Crossings where we estimate Ready Lane or SENTRI times (because CBP doesn't publish them directly) are marked as estimates.

4. Subscription, trial, and restore

Start your free trial. Your 7-day trial begins when you tap Start free trial on the paywall. After 7 days the subscription renews automatically at USD $4.99/month 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 by Apple (https://reportaproblem.apple.com) or Google Play (https://play.google.com/store/account/orders). Offshore Flow does not see or process your card.

5. Delete my account

In-app: Preferences → Account → Delete account.
On the web (coming with our iOS launch): a public URL where you can request deletion without opening the app. We'll link it here the moment it's live.
By email: if neither of the above works, write to support@offshoreflow.net from the email on your account. We will verify and delete within 30 days.

Deleting your account removes your Firebase Auth record, your user profile, your commute plans, your alert preferences, and your saved push tokens. Backups are purged on a rolling schedule of up to 35 days. Subscription cancellation is a separate step — follow the instructions above.

6. Water alerts in the wrong zone / don't match my colonia

Open Preferences → Alerts → Water zones. Confirm the zones (and colonias) you want to follow are checked.
CESPT sometimes publishes notices that name streets or colonias without the zone. When we can't map a notice confidently, we don't send a push. You can still see all notices in the Alerts tab.

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 Google Maps tiles. Try mobile data.
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. Crash logs — if you have opted into them — help us find the cause quickly.

Report a bug or request a feature

Send the details to support@offshoreflow.net. 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@offshoreflow.net 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@offshoreflow.net