Troubleshooting

Charge it for a while, then press the power button once. If the battery gauge in the top right shows a plug instead, the tracker is running from the cable only and switches off when you unplug it. Please tell us.

The tracker only offers its own PT- network while its screen shows the WiFi code (step 3). If the setup page doesn’t open by itself once your phone has joined, open your browser and go to 192.168.4.1.

Setup waits 10 minutes. After that the tracker shows this; hold BOOT to start setup again:

It opens setup again and the page says why. Join the PT- network on your phone again to read it:

• “…the password is probably wrong.” Enter it again. Passwords are case-sensitive.
• “Can’t see …” Check the spelling and capitals of the network name, and move closer to the router. The tracker can’t use 5 GHz networks.
• “Couldn’t join …” Check the name, the password, and that the network is 2.4 GHz.

Some networks won’t work at all: ones with a sign-in page (like hotels and cafés) or that need a username as well as a password. Your phone’s hotspot works if you set it to 2.4 GHz (on iPhone, turn on Maximise Compatibility).

On the menu choose Settings, then Network, and hold BOOT on CHANGE NETWORK. Setup opens as in step 3. Leave the password empty to keep the one it has.

If you type the new password wrong, setup opens again by itself. But if your router’s password changes, the tracker can’t tell that from being away from home, so change it here straight away.

• “We don’t recognise that code.” The code changes about every 5 minutes. Use the one on the tracker’s screen now.
• “That code has expired.” The same: use the code on the screen now.
• “That code has already been used.” The tracker is probably on your account already. Check Devices.
• “This tracker is on someone else’s account.” Its last owner has to remove it on their Devices page first. Ask whoever gave it to you.

If the tracker says getting a code... for more than a minute, it can’t reach the internet. wifi: check password means it couldn’t join your WiFi: switch it off and on, and it opens setup so you can correct the password.

A tap switches the code between the picture and the letters.

The tracker needs a clear view of the sky. Take it outside, away from tall buildings, and give it up to a couple of minutes. The bars at the top fill as it finds satellites. It won’t find GPS indoors, and it only records once it has.

The tracker saves recordings to a memory card, and without one it can’t record. Check the card is pushed fully into its slot, then switch the tracker off and on. If that doesn’t fix it, tell us.

• Is the tracker switched on, in range of your WiFi, and not recording? It doesn’t upload while recording.
• Open Sync on the tracker. pending should count down to 0. Hold BOOT for SYNC NOW to start it.
• Uploaded recordings are on your tracker’s page under Devices. They only appear under Paddles once you add them there (step 7).

A recording the website can’t use, like one made indoors with no GPS, isn’t counted as pending. The second page of Sync lists how many couldn’t be used, and keeps them on the card. If pending stays above 0 for half an hour on WiFi, tell us.

The recording’s page says No boat motion for this recording. The motion sensor can stop working after the tracker restarts itself (after setup, an update or a reset). Switch the tracker off with the power button and on again before your next paddle. That fixes it.

While an update downloads, the screen shows Updating, a progress bar and keep powered, buttons off. The buttons do nothing until it’s finished. If it sits at 0% for more than a few minutes, switch it off and on. An update that fails is safe: the tracker goes back to the version it had.

Settings, then Factory reset, then hold BOOT to confirm. It forgets your WiFi and your account, and keeps the recordings on its card. Then follow the guide again from step 3.

Removed the tracker from your account on the website? It can’t upload after that, so do a factory reset and add it again.

• Use Chrome or Edge on an Android phone or a computer. iPhones and iPads can’t use Bluetooth from a web page yet.
• Check Bluetooth is on: Settings > Network, tap to the second page. It should say Bluetooth is on (how).
• Close the Bluetooth page on any other phone, computer or tab. A tracker connected somewhere else can be hard to find.
• If pairing fails or the page says to forget the tracker: in your phone’s or computer’s Bluetooth settings, forget the tracker (its name starts PT-), then pair again. This is needed after the tracker forgets its pairings, and sometimes after an update.
• When pairing, hold the tracker’s button within 25 seconds of the number appearing.

Tell us with Report an issue. It helps to say what the tracker’s screen showed and roughly when, and which tracker it was: the ID is on your Devices page.