Not receiving position updates

If you aren’t receiving regular position updates or are unable to use live tracking reliably, this indicates the tracker is having difficulties connecting to cell networks or receiving data from GPS satellites.

As a first step, please take the tracker outside and walk down the street for two minutes so that the tracker can establish the necessary connections. GPS devices work best when outdoors, with a clear line of sight to the sky.

If the issue continues when outside, please do the following:

• Turn OFF tracker by holding the side button down for around 11 seconds. Release it to hear a high-pitched tone followed by white lights.
• Turn the tracker ON by holding the side button for 3 seconds. 
• Take a note of the LED light after around 10 seconds of device being on. Green color is the indication that Petcube Tracker has acquired cell reception and will transmit coordinates.
• Take a 10-minute walk around the block and activate Live tracking (Lost Pet mode) to see updates every few seconds. 

Should the problem persist, please contact our Customer Care team and tell us the color you see when you press the side button once.