Troubleshooting

Charging and Power on/off

• My Pawfit tracker doesn't turn on, what can I do?
• My Pawfit tracker doesn't charge, the LED doesn't turn red when placed in the charging dock, what can I do?
• My tracker has been charged for a whole night, but the LED is still showing red, what can I do?

Device activation & set-up

• I have not received my verification code, what can I do?
• It says my email address is invalid, what can I do?
• When scanning the device ID, it says device already activated, what can I do?
• I got this message 'Device offline or invalid ID', what can I do? [Pawfit 1]
• I got this message 'Device offline or invalid ID', the LED flashes red when I press the power button, what can I do? [Pawfit-S, Pawfit 2 or Pawfit 3]
• During activation the App was exited accidentally. How do I resume the activation process?

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Subscription & Renewal

• I have renewed my subscription, but the transaction hasn't gone through or is showing pending, what can I do?

Sim card (for Pawfit 1 only)

• I have topped up my sim, but the tracker is still not connected to network?

Pawfit App / Watch App / Account management

• My family member tried to register the device to their account, but it says the device is already registered, what can I do?
• The website says my account does not exist. I tried to use my login details to the website on the App, but it says the account does not exist, what can I do?

Network connection

• I can only receive intermittent update from my tracker / My tracker only works intermittently, what can I do?
• When I opened the App, I received this message, 'Unable to connect to server', what can I do?
• My Pawfit 1 can be charged and switched on but fails to connect and the status card is greyed out.
• My Pawfit 2 or 3 can be charged, switched on, but fails to connect (status card greyed out, device not responding, LED flashing red when power button pressed, not updated for XXX hours)

Location tracking

• I tried to turn on live tracking (find mode), but I kept getting the message 'device not responding', what can I do?
• I tried to turn on live tracking (find mode), but I kept getting the message 'failed to send request', what can I do?
• My tracker is constantly showing GPS weak, what can I do?
• Why is the Pawfit App showing that my pet is half a mile away when my pet is at home with me?
• My Pawfit is not updating as frequently as it should. I left my house with my dog half an hour ago, but it is still showing he is at home.
• My Pawfit has not recorded any activity today, what can I do?

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Activity monitoring

• The activity data is not very accurate, what can I do?
• My Pawfit can track locations but no activity recorded, what can I do?

Home WiFi

• I have all my WiFi's selected, why does the Pawfit still lose connection in my house?
• I cannot set up my home WiFi, but I am next to my router. What can I do?

Audio ID & Pawfit voice

• My Pawfit 2/3 sounds very distorted or quiet, what can I do?

Safety zone

• My tracker has alerted me that my dog has left the safety zone but it is actually charging at home/my dog is actually in the house.
• Why is there a delay in alerting me after my pet has left the safety zone?

Pawfit Walk

• The distance measured during a walk is not accurate, what can I do?

Battery life

• Why does my Pawfit turn itself off without sending me a low battery alert/notification?
• The battery of my Pawfit doesn't last as long as it used to/should be.

Alerts

• I cannot receive any alerts, what can I do?
• I get false removal alerts, what can I do?

Attaching and removing Pawfit from collar

• My Pawfit is not locked to the collar attachment.

Referral Programme

• Why is my referral code not working?

Device update

• Device update failed. What can I do?