You'll see this either as an Unsupported pill in the pairing list with the status Not a tracker we support, or as an error screen after you pick a device. Here's what it means and what to check.
What the message says
This one isn't supported — "This device isn't an Ask A Vet tracker we can set up. Double-check the ID printed on the back of {your pet}'s tracker."
The screen offers Back to the list.
Why this happens
- You picked a different Bluetooth device. The pairing list only shows devices that look like an Ask A Vet tracker — the right kind of Bluetooth signal, and a name that's exactly 8 letters and numbers. Anything else is filtered out, but a device that partly matches can still show up as unsupported.
- The QR code wasn't a tracker code. Scanning a code that isn't an Ask A Vet tracker ID gives the same verdict.
- Your tracker isn't recognised as an Ask A Vet tracker. In some cases Ask A Vet only allows pairing for trackers it has approved. If a genuine Ask A Vet tracker is refused this way, support has to sort it out. [CONFIRM: whether the approved-tracker check is switched on for customers, and the support channel for a tracker that is wrongly refused.]
What to do
- Turn the tracker over and read the 8-character ID on the label on the back.
- Compare it with the IDs shown in the pairing list. Pick the one that matches — tap the + next to it.
- If the ID on your tracker never appears in the list at all, it's a finding problem rather than a support problem — see the article on the app not finding your tracker.
- If your Ask A Vet tracker's ID does appear but is marked Unsupported, contact support with that ID. [CONFIRM: support contact channel to list here.]
Tip: the QR code shown on the tracker's own screen encodes the same 8-character ID that's printed on the back, so it's a quick way to double-check you're looking at the right device.
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