This one is almost always your phone's internet connection rather than the tracker. Here's what's happening and how to clear it.
What you'll see
We couldn't check your trackers — "Something went wrong while checking which nearby trackers can be paired. Check your connection and try again."
With a Try again button in place of the usual list.
Why this happens
Finding a tracker is a two-part job. Your phone scans over Bluetooth for nearby trackers, then asks Ask A Vet which of them can actually be paired — whether each one is free, already attached to a pet, or not a tracker we support.
That second part needs your phone's internet connection. If it can't get through, the app can't say anything about the trackers it found, so it shows this message instead of a list.
How to fix it
- Check your phone has mobile data or Wi-Fi and that it's actually working — try loading a web page.
- Turn off any VPN or a battery-saver mode that restricts background data, then reopen the app.
- Tap Try again.
- If you're somewhere with poor signal, move to a spot with a better connection and retry.
Please note: trackers the app can't get an answer about aren't shown at all. So a failed check can also make the list look completely empty rather than showing this message.
Nothing to do with the tracker
Your tracker doesn't need internet for this step — only your phone does. There's no need to move the tracker, restart it, or charge it because of this message.
If it still doesn't work
Close and reopen the app, then start the pairing flow again from your pet's profile. If it keeps happening, contact support. [CONFIRM: support contact channel to list here.]
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