The pairing screen is still spinning and you're wondering whether something went wrong. Usually it hasn't — the app is being patient with a tracker that's slow to answer, and here's what's normal and what to do.
What's normal
- Pairing itself takes about a minute. The screen says "Keep the tracker close — this takes about a minute."
- The whole setup, including measurements and firmware, takes about 2 minutes.
- After 45 seconds, the app swaps in a reassuring message: "Hang tight — this is taking a bit longer than usual. Keep the tracker nearby." That's a heads-up, not an error.
What each step is waiting for
| Step | What's happening |
|---|---|
| Finding the tracker | Your phone is opening a Bluetooth connection to the collar. It tries more than once before giving up. |
| Introducing {your pet} | Your pet's details are being sent to the tracker and it has to confirm. A tracker that just woke up often misses the first attempt, so the app retries automatically. |
| Saving to your account | The tracker is being registered to your account and pet. This needs your phone's internet connection. |
| Final checks | The tracker is being pointed at Ask A Vet so its data reaches you. |
What to do while it's running
- Keep the tracker still and right next to your phone — the connection is short-range.
- Stay in the app. Don't lock the phone or switch to another app.
- Give it the full minute or so before assuming it's stuck.
- Check your phone has internet (mobile data or Wi-Fi) — the Saving to your account step needs it.
If it does fail
You'll be moved to a named error screen — for example We couldn't reach the tracker or The tracker didn't answer — each with a Try again button and its own tips. Nothing gets left half-done; you can simply retry.
How to tell it worked
You'll see the success screen GPS Tracker successfully paired!, and a confirmation reading "Your GPS tracker has been connected successfully ✅".
Please note: no email or push notification is sent when a tracker is paired. The in-app success screen is the confirmation.
If it still doesn't work
While the four steps are running there's no Cancel in the header — the run either reaches the success screen or drops onto an error screen with Try again. If the screen genuinely never moves for several minutes, close the app, reopen it, make sure the tracker is on and close by, and start again from your pet's profile. If it happens repeatedly, contact support with your pet's name and the 8-character tracker ID. [CONFIRM: support contact channel to list here.]
Related articles