Disconnected is the gentler of the two red states — it usually means your pet has simply wandered somewhere with no mobile coverage. Don't worry, the tracker reconnects by itself as soon as it finds signal.
Why this happens
The app shows Disconnected when we haven't heard from the tracker for over 2 hours but its last battery reading was healthy (or unknown). In other words: the tracker is very likely still switched on, it just can't reach the mobile network.
The tracker status screen spells out the usual culprits:
Why does this happen? The tracker may be somewhere with weak cellular coverage — deep indoors, underground, or in a remote area. It reconnects automatically as soon as it finds signal.
Where you'll see it
| Where | What it shows |
|---|---|
| Banner | "Tracker disconnected" — "Your tracker can't connect to the mobile network. Move to an area with better coverage so it can report {pet}'s location." |
| Tracker status screen | "Tracker can't reach the network" — "The tracker is on but has no mobile network connection." |
Tip: Tap the status chip at the top of the map to open the Tracker status sheet for a plain-language explanation of the current state.
What to do
- Wait a little. Nothing is broken, and there is nothing to reset. The tracker keeps retrying on its own.
- Get within Bluetooth range of your pet. As the app suggests: "If you're near {pet}, the app can connect to the tracker directly over Bluetooth and keep updating their location." Once that link is live, the label changes to Connected via Bluetooth and the network warning banner disappears.
- Move to somewhere with better coverage if you're able to — a garden rather than a basement, open ground rather than dense buildings.
What the map is showing meanwhile
The last position the tracker reported — not necessarily where it is right now. Check the freshness label in the drawer: Offline there means the position is an hour or more old.
What still works meanwhile
Almost everything. Over a Bluetooth link you keep location updates (the GPS chip reads Proximity), LIVE tracking, Radar, virtual fences, power saving zones, the tracker light and sounds, and monitoring features. The one map action that stops working is + → Refresh, because it has to reach the tracker over the mobile network.
If the tracker is out of reach on both the mobile network and Bluetooth, several settings rows grey out and tapping them shows: "Tracker is unreachable — get in Bluetooth range or wait for mobile network".
Tip: Any settings you changed while the tracker was away aren't lost. We keep re-sending them automatically and they land within the hour once it's reachable again.
If it still doesn't work
If the tracker sits on Disconnected in a place where your phone has perfectly good signal, and it doesn't recover after a day or so, email support@askavet.com with your Tracker ID from the Tracker info screen.
Related articles - "Weak network signal" — what it means and what to do - What still works when your tracker has no mobile signal - Tracker settings are greyed out