The tracker's QR code is small and lit from behind, which makes it a bit fussy to scan. Don't worry — a few small adjustments usually sort it out.
What to check first
- Make sure the code is actually on screen. On the tracker: press the side button if the display is off, then swipe down twice on the tracker's screen. The QR code appears on the display.
- Get the distance right. Hold the phone about 15 cm away and tap the code on screen to focus — that's the hint the scanner shows you.
- Hold steady, and out of glare. Hold both the phone and the tracker still, and angle away from bright light or a window reflecting on the tracker's screen. If the display has dimmed or gone off, press the side button again.
Tip: the scanner is zoomed in on purpose. The tracker's code is small and lit, and holding the phone right up against it puts it inside most phones' minimum focus distance — so it goes blurry rather than sharper. If it won't lock on, pull back rather than lean in.
If you see "That doesn't look like a tracker code"
The scanner read something, but it wasn't a valid tracker code. The banner clears after a couple of seconds and the scanner keeps looking, so just line the tracker's own code up again. Check you're not accidentally scanning a code on the packaging or another device.
Camera permission messages
| What you see | What to do |
|---|---|
| "We need access to your camera to scan the QR code." | Tap Grant Camera Access and accept the prompt. |
| "Camera access is turned off. Open Settings to enable it." | Tap Open Settings, allow the camera for Ask A Vet, and come back. |
| "No camera is available on this device." | This phone can't scan. Pair over Bluetooth instead. |
Fall back to Bluetooth
You never have to use the QR code. Go back and pair from the We found these list instead — turn the tracker on, keep it within arm's reach, and tap the + next to your tracker's ID.
Please note: don't try to type the tracker ID in manually — the app pairs by Bluetooth or by scanning, and there's no place to enter the ID by hand.
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