Seeing We couldn't find your tracker — "Make sure your tracker is turned on, nearby, and connected to the mobile network."? Don't worry, this is usually easy to fix — work through the checks below in order and tap Search again after each one.
Why it happens
Each search runs for about 5 seconds and lists only trackers that are powered on, in Bluetooth range, and currently broadcasting. If any of those isn't true, the list comes back empty.
What to check first
- Is the tracker actually on? Hold the side button on the right edge for 3 seconds and wait for the screen to show — the tracker should light up green as well. A short press is only for waking the display of a tracker that's already on, so give it the full 3-second hold.
- Is it close enough? Keep the tracker within arm's reach of your phone during the search. Through a bag, a door or across a room is often too far.
- Is your phone's Bluetooth switched on? If it's off, the app tells you directly: Turn on Bluetooth to pair your tracker — "Bluetooth is required to connect your GPS tracker. Please enable Bluetooth in your device settings and try again." Tap Go to settings, switch Bluetooth on, then Try again.
- Has the app got Bluetooth permission? On Android 12 and newer the app needs its own Bluetooth permission. If you declined it earlier, the Bluetooth screen shows Bluetooth permission needed — tap Open Settings, allow it, and come back.
- Is the tracker already connected to another phone? A tracker stops broadcasting over Bluetooth as soon as it's connected to a phone. If your partner's phone (or your own other phone) is nearby with the app open, the tracker may be invisible to this one. Move the other phone away, or close the app on it, then search again.
- Give it a moment after powering on. A tracker that just woke up can take a few seconds before it starts advertising. Wait about 10 seconds and tap Search again.
Try the QR code instead
Tap Scan QR code to pair using the code on the tracker's display. Note this route only works for a tracker that has already connected to Ask A Vet at least once — a brand-new tracker must be paired over Bluetooth.
Don't have a tracker yet?
Tap I don't have a tracker to open Protect your pet with smart GPS tracking, where Buy a tracker takes you to the Ask A Vet shop.
If it still doesn't work
If the tracker is on, right next to your phone, Bluetooth is on and allowed, and no other phone is connected to it, contact support with the 8-character ID printed on the back of the tracker. [CONFIRM: support contact channel to list here.]
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