If the install button is greyed out or tapping it throws up a message, the app is telling you something specific. Find your wording below — most of these clear on their own within minutes.
Jump to:
- Button labels and what they mean
- Error messages
- "Not supported" or "Bluetooth required"
- Permission and plan
Button labels and what they mean
These three mean the button is temporarily unavailable:
| Button label | What it means |
|---|---|
| Waiting for tracker… | This is a Main firmware update and the tracker isn't currently connected to the mobile network. Turn it on, get it into coverage, and the button becomes available. Bluetooth doesn't help with this one. |
| Connecting… | Your phone is establishing the Bluetooth link for a Module update. Keep the tracker close and give it a moment. |
| Checking… | We're still checking what's available. It'll resolve shortly. |
Try again is different: it means a previous attempt failed, and it's tappable straight away.
Error messages
| Message | What to do |
|---|---|
| "The tracker is offline. Turn it on and try again." | A Main update needs the tracker online. |
| "An update is already in progress. Please wait." | Only one update can run per tracker at a time. Wait for the current one to finish, then check again. |
| "No update is available right now." | You already have the newest firmware published for your tracker's hardware. |
| "Bluetooth firmware updates are not supported on this tracker." | Your tracker doesn't have an updatable Bluetooth firmware. |
| "We couldn't find the tracker. Please refresh and try again." | Pull to refresh and reopen Tracker info. |
| "Your session has expired. Please log in again." | Sign back in and retry. |
| "We couldn't request the firmware update. Please try again." | A general hiccup — retry in a moment. |
"Not supported" or "Bluetooth required"
Not supported means that firmware can't be updated on your tracker. During tracker setup the same thing is spelled out as "Main firmware updates are not supported on this tracker." or "Module firmware updates are not supported on this tracker." There's nothing to fix.
Bluetooth required means the app needs a Bluetooth link before it can send a Module update. Turn Bluetooth on, grant the app's Bluetooth permissions and get closer to your pet.
Permission and plan
Please note: If you're a family member rather than the pet's owner, you may see "Tracker access restricted" — "You don't have permission to view or manage this pet's GPS tracker. Please contact the pet owner for access." Only the owner can grant it.
Tracker features, including firmware updates, need an active paid plan — see the Subscription & Billing section of this help center.
Related articles - How to update your tracker's firmware - The firmware update failed or seems stuck - My phone won't connect to the tracker over Bluetooth - What is a tracker firmware update? Main firmware vs Module firmware