Most tracker problems are coverage, battery or permissions, and the app usually names the cause for you. Here's how to know when it's time to hand it over to us — and what to have ready so we can help on the first reply.
Try this first
Tap any status pill at the top of the GPS tracker map. The tracker status screen tells you exactly which of ten situations you're in — from "{Pet}'s tracker is off" to "Tracker can't reach the network" to "{Pet}'s tracker is working normally" — and explains it in plain language. The most common ones are covered by the articles in this section.
Contact us if…
- A firmware update fails repeatedly, even after retrying with the tracker charged and beside your phone
- The tracker still shows Offline after a full charge
- The tracker never comes online after pairing, even in an area with good mobile signal
- The Tracker info screen shows N/A for everything
- Something in the app clearly contradicts what you can see with your own eyes
What to have ready
All of this is on the Tracker info screen (GPS tracker settings → Tracker info, described as "Device details & sync"):
- Tracker ID
- Registration status
- Model and Hardware version
- IMEI and ICCID
- The installed Main firmware and Module firmware versions
Please also include:
- Your pet's name
- The exact message shown on screen, word for word (a screenshot is ideal)
- Roughly when you last saw the tracker connected
- Your phone model, if the problem involves Bluetooth
How to reach us
Email support@askavet.com.
[CONFIRM: any other support channels, opening hours and expected response time to list here].
[CONFIRM: the process for warranty claims, returns and replacement trackers, and whether those go through the same address].
Related articles - My tracker shows "Offline" in the Ask A Vet app - My tracker shows "Disconnected" or "Tracker can't reach the network" - The firmware update failed or seems stuck - How to check your tracker's firmware version and device details