You scanned the QR code on the tracker's screen and got This tracker hasn't been online yet. Don't worry — nothing is wrong with your tracker; it just needs its very first pairing done over Bluetooth.
What the message says
This tracker hasn't been online yet — "Brand-new trackers need their first pairing over Bluetooth. Keep the tracker next to your phone and we'll connect directly."
The only button is Pair via Bluetooth.
Why this happens
Pairing by QR code doesn't talk to the tracker at all — it looks the tracker up on Ask A Vet's system. That only works once the tracker has connected to Ask A Vet at least once. A tracker fresh out of the box never has, so there's nothing to find.
How to fix it
- Tap Pair via Bluetooth. The app goes back to searching for nearby trackers.
- Make sure the tracker is on — hold the side button on the right edge for 3 seconds and wait for the screen to show.
- Keep it within arm's reach of your phone.
- When it appears in We found these, tap the + next to it.
From then on, QR pairing will work for this tracker too.
Please note: "online" here doesn't mean the tracker has to be awake right now. Trackers sleep for hours at a time to save battery — this check is only about whether the tracker has ever connected to Ask A Vet.
If Bluetooth pairing also fails
Work through the checks in the article on the app not finding your tracker — the usual causes are the tracker not being powered on, being too far away, or Bluetooth being switched off or not allowed on your phone.
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