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"We couldn't reach the tracker" or "The tracker didn't answer" during pairing

Customer Support
Updated

Both of these appear part-way through pairing, and both usually clear on a second attempt. Don't worry — nothing is broken, and nothing has been half-saved.

Jump to:

  • "We couldn't reach the tracker"
  • "The tracker didn't answer"
  • If it keeps happening
  • If it still doesn't work

"We couldn't reach the tracker"

"The Bluetooth connection dropped before we could finish."

This means the Bluetooth link to the collar broke while the app was still working. The screen gives you three things to try:

  1. Move the tracker right next to your phone.
  2. Make sure the tracker light is blinking.
  3. Give it a moment if you just turned it on.

Then tap Try again, or Choose another tracker to go back to the list.

"The tracker didn't answer"

"We connected, but it didn't confirm {your pet}'s details. This happens when the tracker just woke up — it usually works on a second try."

Here the phone reached the tracker but the tracker didn't confirm receiving your pet's profile. The tips on screen are:

  1. Keep the tracker close and still.
  2. Wait ~10 seconds, then try again.

Tip: a tracker that has just woken up is often busy for a few seconds and misses the first message. The app already retries once on its own, so a manual second attempt very often succeeds.

If it keeps happening

  • Check Bluetooth is still on. If your phone's Bluetooth was switched off mid-flow, the app shows Turn on Bluetooth to pair your tracker instead.
  • Make sure the tracker hasn't gone back to sleep or run out of battery. Press the side button and check the screen lights up. If the battery is low you'd normally get "{your pet}'s tracker battery is below 20%" or "…battery is critically low" notifications once it's on your account.
  • Move away from other phones already connected to the tracker.
  • Stay in the app. Locking the phone or switching away during pairing can drop the connection.

If it still doesn't work

If you get the same error several times in a row with the tracker right beside your phone, contact support with your pet's name and the 8-character tracker ID from the back of the device. [CONFIRM: support contact channel to list here.]

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