Customer Support

If someone you've shared a pet with can't open the tracker, or gets stopped when they try to pair one, it's almost always one of two things: a missing permission, or the account's tracker limit. He...

If you try to book a consultation for a pet that's shared with you and get a Booking access restricted message, don't worry — nothing is broken. It's a permission setting, and the pet's owner can s...

Seeing "Something went wrong. Please try again."? It looks alarming, but it's almost always temporary — and more often than not it clears on the second try. What the message actually means This is ...

Every Ask A Vet tracker has its own ID. You'll need it to tell your tracker apart from others in the pairing list, and support will ask for it if you ever get in touch about a device. What it looks...

If someone else walks, sits or shares your pet, you can give them access to the same live map you see. It's controlled by a single Family Sharing permission. The permission you need to grant In Fam...

While your tracker connects, the app shows four named steps. Here's what each one is doing behind the scenes — useful if you're wondering why the tracker has to stay close, or why measurements are ...

Short answer: no, tracking doesn't depend on Bluetooth — but you'll want it switched on, because it gives you a better experience when your pet is nearby. Here's the split. Tracking works without B...

Disconnecting a tracker sounds drastic, but your pet's history stays exactly where it is. What does go is the tracker's own configuration — its zones and alert settings are cleared so the next pair...

Once your tracker is paired and clipped to the collar, it starts letting you know how it's doing. Here are the messages you'll see in the first days — handy for confirming everything is working. Th...

Your tracker lives on your pet's collar and goes wherever they go, so a little routine care keeps it reporting reliably. Here's how to charge it, fit it and look after it. How to charge it Open t...