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Step 1: Check where they were last
Open the Location tab. Your dog’s pin shows the last place the tracker sent, and the time next to Location says how long ago.
TipGot an Escape Alert? “Your pet’s outside the virtual fence” means the tracker has placed your dog outside all the virtual fences you’ve switched on. Tap it to open the Location tab.
Photo needed: The Location tab with the dog outside a virtual fence, the pin and the time next to LocationThe time says hours ago?
The tracker may be out of battery or somewhere without mobile coverage. Start your search at that last place, and try Live mode from there.
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Step 2: Tap Live and follow the route
Tap Live on the Location tab, or on your dog’s card on the Home screen, and allow your phone’s location if the app asks. The tracker can take up to a minute to answer, then the map follows your dog minute by minute and shows a route to them. Live doesn’t start while your dog is inside a virtual fence or while you’re recording a walk.
TipIf it says it could not fetch your dog’s location, the tracker couldn’t get a fix. Move towards the last place and try again.
Photo needed: The Live screen once it says “Live tracking is now active”, with the dog’s pin, the route and the travel modesIt says Live Location Unavailable?
The tracker hasn’t noticed any movement since its last location, so start at the place on the map and tap Live again in a few minutes.
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Step 3: Search and ask around
Search around the last place on the map, calling your dog’s name. Ring local animal shelters and vets with your dog’s description and your phone number, in case someone brings them in.
TipLive mode uses the tracker’s battery quickly. If the battery is already low when you start Live mode, the app warns you. Keep an eye on the battery icon at the top right of the Live screen.
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Step 4: End Live mode once they’re safe
Tap the X on the Live screen, then Stop. If you’ve left that screen, tap End Live Location on the Home screen, then confirm. Then put the tracker on its charging pad.
TipFor next time, check Escape Alerts is switched on in Settings › Notifications, and that a virtual fence covers your home.
Photo needed: The Home screen with “Live mode on” and the End Live Location button
Frequently asked questions
My dog has escaped and I can’t find them. What should I do first?
Open the Location tab: your dog’s pin shows the last place the tracker sent, and the time next to Location says how long ago. Then tap Live to follow them minute by minute and get a route to them. The guide “What to do the moment your dog goes missing” takes you through each step.
Should I turn Live mode off once I’ve found my dog?
Yes. Live mode uses more battery than anything else, because the tracker sends its location much more often. Once your dog is safe, tap the X on the Live screen and then Stop, or tap End Live Location on the Home screen, then confirm.
Live mode says there’s no route to my dog.
You’ll see “No Walking route found to your pet. Try a different travel mode.” Under “Get directions to your pet by:”, tap Driving, Cycling or Train instead. The pin still shows where your dog is.
My dog is missing, but the app says they’re in Home.
The last location the tracker sent was inside your fence, and Live is off while your dog is inside a fence (“Live location is disabled while pet is in Virtual Fence”). Look at the time next to Location and start searching near home. When the tracker sends a precise location from outside the fence, you get an escape alert (if Escape Alerts is on) and can tap Live.
My dog’s tracker came off. How do I find it?
Open the Location tab: the pin is the last place the tracker sent, with the time next to Location. A tracker lying still won’t start Live (“Live Location Unavailable”), so go to that spot. Once you’re close, go to Settings › Tracker Settings and tap Connect: if it says Connected, the tracker is close by. The guide “Find a tracker that’s come off the collar”, above, shows each step.