Device Troubleshoot Guide

Tracker won't turn on

Press and hold the power button. If nothing happens, the battery is likely flat — attach the charger and leave it to charge before trying again. If the tracker still doesn't respond after charging, contact support.

Tracker can't be found during pairing

• Make sure the tracker is switched on and charged.
• Turn on Bluetooth on your phone and grant the Waggi app Bluetooth permission — it's required to connect and sync your pet's activity data.
• Move closer to the tracker.
• If you have more than one Waggi device nearby, keep only one enabled during pairing.

Tracker detected but connection fails

• Move closer to the tracker and try again.
• Each tracker can only be registered to one account at a time. If the tracker was previously set up on another account, the app will ask to delete the previous registration first — once deleted, you can connect.

Tracker keeps disconnecting

• Waggi runs a background service to stay connected to your tracker — on some phones you'll see a persistent notification while it's active. Don't force-close the app.
• Check your phone's battery optimisation settings and allow Waggi to run in the background.
• If the Bluetooth signal is lost, the tracker stays connected through its cellular connection when you have an active subscription.

No location or inaccurate location

• Continuous GPS tracking needs an active Waggi subscription and mobile network coverage in your area.
• If you're waiting for the first location from your tracker, start Live Mode to find your pet faster.
• GPS accuracy depends on conditions like signal strength, weather, and buildings — accuracy is usually better outdoors in open areas.
• Check the tracker's status lights: press and hold the power button and see the Light & Button Guide.

Live Mode won't start

• If the tracker is connected to a charger, unplug it — Live Mode doesn't run while charging.
• If a walk is in progress, end the walk first; the app can't run Live Mode and Walk Mode at the same time.
• If Live Mode is disabled on the tracker, wait a moment and try again.

Walks or steps not recording

• Walk tracking in the background needs location permission set to Always in your phone settings.
• Steps are calculated from your pet's location. Switch on the tracker and connect it via Bluetooth for more accurate real-time information.

Firmware updates and factory reset

• Keep the tracker firmware and the app up to date — you can enable firmware update reminders in notification settings.
• As a last resort, you can factory reset the tracker from tracker settings in the app. A factory reset erases device data and cannot be undone.