If rows in GPS tracker settings are dimmed and won't open, don't worry — nothing is broken. It's usually the app protecting you from a change that can't actually reach the collar. There are four reasons this happens.
Jump to:
- The tracker is out of reach
- "Refresh" is greyed out on the map
- The tracker light is unavailable
- You're a family member without tracker access
The tracker is out of reach
These rows need to reach the collar to work:
- Virtual fence
- Power saving zones
- Barking alerts
- Live tracking timer
- Tracker light
- Temperature alerts
These settings have to be delivered to the collar itself, so they're all disabled together. They only grey out when the tracker is unreachable on both routes at the same time — the tracker has no mobile network connection, and your phone has no Bluetooth link to the collar. Tapping one shows:
Tracker is unreachable — get in Bluetooth range or wait for mobile network
To fix it:
- Get closer to your pet. Standing near them lets your phone connect to the collar over Bluetooth, which is usually the fastest fix. Check your phone's Bluetooth is on.
- Or wait for mobile coverage. If your pet is out and about, the tracker will reconnect on its own when it finds signal.
- Check the tracker status. Open your pet's tracker status sheet — Tracker off means the battery may be empty and it needs charging, while Tracker can't reach the network means it's on but out of coverage.
Tip: Anything you managed to save earlier isn't lost. Settings are automatically re-sent to the tracker every hour, so a change made while it was away is delivered once it's back.
"Refresh" is greyed out on the map
Refresh asks the tracker for a fresh report over the mobile network, so it's unavailable whenever you're connected over Bluetooth only. Everything else on the map keeps working.
The tracker light is unavailable
Light controls are switched off below 20% battery:
Light features are unavailable while battery is low.
Charge the tracker and the controls come back. Other messages you may see on that screen are:
- "Tracker is offline. Please try again."
- "Tracker is connected via Bluetooth — light controls work while nearby."
- "Syncing with your tracker — this can take a moment while it reconnects."
Please note: A battery reading of 0 or no reading at all is treated as unknown rather than low.
You're a family member without tracker access
If you're sharing a pet rather than owning it, 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 pet's owner can grant tracker access. Ask them to enable it for you.
A row that isn't there at all
Please note: The Barking alerts row is only shown for pets whose species is set to Dog. If your pet isn't a dog, the row is hidden rather than greyed out.
Related articles - What still works when your tracker has no mobile signal - My tracker shows "Disconnected" or "Tracker can't reach the network" - My tracker's battery is low, or it turned itself off - When to contact Ask A Vet support about your tracker