Information Portal

Here you will find solutions, ideas and useful information. We’ve tried to be as thorough as possible to help as many customers as we can – so you might have to scroll carefully to find the solutions that are relevant to your needs. If you find anything confusing, or missing, please do let us know via the form below so we can have it adjusted.

If you have a more serious problem and don't fancy browsing for the solution, you can click here to whizz down below to the troubleshooter.


Help - Personal GPS Tracker

Problem Solving

Geo-Fencing

SIM Card Issues

Battery Usage & Charging

More Useful Functions

Extra Tips


Still Stuck?

Explain your question or problem using the form below, and we'll be in touch as soon as possible to help out. This form will let us know what your problem is as well as the necessary related information.

If any links are broken or outdated, or you find something that you think would be useful to be addressed on this page for other customers, then please let us know so we can add it.

What does your issue relate to?

Click in the box to start.

Sorry to hear you have an issue with charging or power.

First, can you let me know the following.

OK, so you charge by putting the lead directly into the side of the device.

Sorry to hear that. It sounds like there could be some damage to the USB port or main board, the battery, or the lead.

Some things you could try:

If you have a spare micro-USB lead lying around (they are also used for Kindles for example), you could try that to see if it works. If the BLUE light then comes on the device, then it must be a damaged lead which can be easily replaced (for example, from a local store or on eBay). In the meantime, you can charge via the lead that works.

It might also be worth buying a charging cradle, as they make charging a lot easier. If any damage has been caused to your USB port, this could be a useful secondary way of charging. But - be aware it still might not solve the issue.

OK, let us know more about the issue and we'll be back in touch asap with suggestions.

It's strange that you're not seeing a red charging light on the cradle, but at least the device still appears to be charging.
It might help to clean the charging pins a little. You can do this by gently scratching them with the side of a penny, or a sharp craft knife. Once they look shiny again, drop the Tracker in the cradle and see if that allows the Tracker to charge properly.
OK, at least that sounds like it's charging OK.
Despite the charging pins being clean it sounds like it isn't charging properly via the cradle for some reason. Could you please try inserting the USB lead from the back of the cradle, directly into the side of the Tracker? You can lift the small rubber bung (below the power button, there's a tiny sticky-out bit you can pull). Make sure the lead is the right way up (smaller edge to the top, if the device is lying face up).

OK, it seems to be charging that way. This suggests there is something wrong with your charging cradle. If your device is older than six months, you can purchase a replacement cradle here. Otherwise get in touch and let us know, and perhaps you can send your cradle back in for a replacement. In the meantime you can keep charging your device using the lead directly.

Ok, that's a shame, it's still not charging properly via the cradle or the lead directly, and the charging pins are clean. It's definitely switched on at the wall? And the device isn't already fully charged? It might be worth trying a different USB plug, or micro-USB lead (if you have either lying around spare from other appliances), otherwise you better get in touch and let us know.

Sorry to hear that. So despite it looking like it's charging, it's just not switching on when you press the side button for a few seconds.

OK, please get in touch and we'll see if and how we can help with this.

OK good.

OK. On the default PS1 power saving mode, battery duration should be 3-4 days but will vary according to how much the device moves. Motion triggers the motion sensor, which is more energy draining.

The battery level reporting won’t always be 100% accurate. Once in a while, and especially if it seems to be draining fast, let it discharge completely and then give a full recharge. This will recalibrate the battery level for accurate battery reporting in texts.

If you still think your battery is draining too fast, something that often helps in this situation is to send Reset! as a text message to the device to restore it to factory default. You will need to re-enter any alert numbers and things like geofencing functions, but this often helps clear any erroneous activity that was causing the battery to drain too fast.

OK, you better let us know in more detail what the issue is, and we'll get back to you asap.

Ok, it sounds like it must be something else. Please give us more information, and we'll back to you asap.

Sorry to hear it's no longer responding to your texts.

Let's see if we can find out why.

OK, that's a good sign and means it's successfully registered to the mobile network. But strange it's no longer responding to you.

OK, this is the most likely reason for a device not responding, so it would be useful to actually log in and just check. Something unexpected could have happened with the credit, e.g. if lots of outgoing calls were accidentally made via the SOS button, or if the account was deactivated from lack of use for three months.

If you have forgotten your GiffGaff details, please refresh this page and start the troubleshooter again, choosing GiffGaff problems instead as the issue.

OK no problem, please let us know below and we'll get back to you asap.

OK - that will be your problem. Please add some top-up credit to your account, then you should find it starts responding to texts again.

OK. It might be a problem with a local mast tower being down. Please visit the o2 network status checker (GiffGaff use the o2 network), and enter the postcode of where the device is being used.

Does it show there's a problem?

OK, that's unfotunate, but at least it explains why there's a problem with texts and/or calls.

Just to explain, your other mobile phones might work OK, because they're connected to different networks or different mast towers.

It should hopefully be fixed soon, but times can vary. Just keep checking back on that page.

In the meantime, it's best to switch your device off (both buttons together for a few seconds). Wait until the mast tower is showing as working again, then switch the device back on.

OK, there still could be a problem with a mast tower that just hasn't been logged yet, so it would be useful to check again in an hour or so.

But if the device is definitely in credit, and the mast towers are fine, then could it be something with your phone?

It has been known that customers have accidentally 'blocked' the number for the Tracker. You could try texting it (e.g. a simple Loc text) from another phone instead to see if that gets a reply. If you'd like us to try for you, select the "I still need help" option below.

OK no problem, please let us know your details and any other relevant information below and we'll get back to you asap.

OK, so your green light is on constant.

Unfortunately this indicates a fault somewhere, which can have multiple causes (knocks, humidity, prolonged network interference). If it's possible to switch the device off (both buttons at once for a few seconds) try leaving it off for a while, then turn it back on.

If you have difficulty doing this though, with the light just staying on, you could try just leaving it until the battery runs down. Then give it a full charge to see if that fixes the issue.

During that time, it might start working again.

Ah that's a shame, sorry to hear it hasn't improved. Please let us know your details and any more information, and we'll see if we can help.

The green light giving a slow blink indicates the SIM isn't registering on the network for some reason. There are three main causes, which we can work through.

It might be a problem with a local mast tower being down.

Please visit the o2 network status checker (GiffGaff use the o2 network), and enter the postcode of where the device is being used.

Does it show there's a problem?

OK, that's unfotunate, but at least it explains why there's a problem with texts and/or calls.

Just to explain, your other mobile phones might work OK, because they're connected to different networks or different mast towers.

It should hopefully be fixed soon, but times can vary. Just keep checking back on that page.

In the meantime, it's best to switch your device off (both buttons together for a few seconds). Wait until the mast tower is showing as working again, then switch the device back on.

OK, there still could be a problem with a mast tower that just hasn't been logged yet, so it would be useful to check again in an hour or so.

The next thing to check is whether the SIM has slipped inside the device. If it has, for example from suffering a bash at all, then the terminals might not be connecting properly. This is actually quite unlikely, as the SIMs are clasped in nice and tight, but it has been known to happen (particularly if you've installed your own SIM and forgot to clip the clasp down properly).

If you wanted to check, please visit this page to see how to open up your device, to see if the SIM is installed properly.

OK no problem, please let us know your details and any other relevant information below and we'll get back to you asap.

OK, let's check a few things to see if we can figure out what's happening.

OK, this is the most likely reason for a device not responding, so it would be useful to actually log in and just check. Something unexpected could have happened with the credit, e.g. if lots of outgoing calls were accidentally made via the SOS button, or if the account was deactivated from lack of use for three months.

If you have forgotten your GiffGaff details, please refresh this page and start the troubleshooter again, choosing GiffGaff problems instead as the issue. '

OK no problem, please let us know below and we'll get back to you asap.

OK - that will be your problem. Please add some top-up credit to your account, then you should find it starts responding to texts again.

OK. It might be a problem with a local mast tower being down. Please visit the o2 network status checker (GiffGaff use the o2 network), and enter the postcode of where the device is being used.

Does it show there's a problem?

OK, that's unfortunate, but at least it explains why there's a problem with texts and/or calls.

Just to explain, your other mobile phones might work OK, because they're connected to different networks or different mast towers.

It should hopefully be fixed soon, but times can vary. Just keep checking back on that page.

In the meantime, it's best to switch your device off (both buttons together for a few seconds). Wait until the mast tower is showing as working again, then switch the device back on.

OK, there still could be a problem with a mast tower that just hasn't been logged yet, so it would be useful to check again in an hour or so.

But if the device is definitely in credit, and the mast towers are fine, then could it be something with your phone?

It has been known that customers have accidentally 'blocked' the number for the Tracker. You could try texting it (e.g. a simple Loc text) from another phone instead to see if that gets a reply. If you'd like us to try for you, select the "I still need help" option below.

Otherwise, you might need to retrieve the tracker so you can see what the green light is doing, and maybe also check the SIM inside.

OK no problem, please let us know your details and any other relevant information below and we'll get back to you asap.

Sorry to hear that the locations have been inaccurate.

OK. Sometimes the accuracy might reduce with certain variables, like bad weather, if there are lots of tall buildings or trees nearby, overnight, or if the person wearing the tracker is in a large building where they might be further than usual from a window (e.g. a hospital or large care home).

It should still be fairly accurate though, enough to give an idea of where they are, especially if they go outdoors.

OK no problem, please let us know your details and any other relevant information below and we'll get back to you asap.

OK, it's giving completely wrong locations? Sorry to hear that.

If you've only recently switched it on for the first time, or its been switched off for a while, it can take time to lock onto enough satellites to give a current location. What you're seeing might be the last location stored in the memory of the GPS chip.

If this is the case, try leaving it on a window ledge for a short while under the location improves.

You could also try texting Flush to it, to flush the location memory, then text Loc and see if that gives a better current location.

OK, please let us know your details and any other relevant information below and we'll get back to you asap.

Oh no! That's not what you want at all. I appreciate how frustrating this is.

OK. What seems to be happening here is that the device is struggling to get a current GPS fix for some reason, so it's giving you the last known one instead, with the date and time from that location.

I'm not sure why it isn't updating it's location, a number of outside variables could be affecting it.

Try this: text Flush to the device, to flush the location memory. If you text Loc again, it may give the current location (problem solved).

If it reports "No GPS info", text Reboot then leave it on a window ledge for a while, before trying again. You should find it soon starts locating as normal again.

OK, please let us know your details and any other relevant information below and we'll get back to you asap.

So its texting an old location, but reporting it as "now", and you know the device is definitely elsewhere.

OK, the location coordinates being different does suggest that the locations are coming back as "live" rather than stuck on an old location. It could be that the issue fixed itself.

If the problem happens again though, please come back and repeat the troubleshooting process. If the coordinates ever do get 'stuck' (i.e. are identical across Loc texts but with different times), we can help.

OK, its like the location has somehow gotten 'stuck'.

As a quick solution, try the following:

Text Flush to flush the location history.

Then text PS0 to put it into the more battery intensive 'always locating' mode (which gives about a day of battery if left on this mode).

Then Reboot to restart the Tracker (this won't affect your settings).

Leave near a window (if you're with the device), wait for a few minutes, then text Loc again. Hopefully that clears the stuck location, and gives the actual one again.

If so, you can text PS1 again to put it into the power saving battery mode (or, if you're in the habit of charging every day, you can leave it in PS0 mode).

This really shouldn't happen though, so please do tell us about it below. We might be able to remotely update your devices firmware to help prevent errors like this.

If you follow the tutorial here, and read it carefully, you should find it works fine.

Check your junk or spam folder, it might have gone there. It might take a few minutes to come through, but it usually does. If not, the online tracking company may be having a temporary issue, so perhaps try again later.

It's mentioned right there on the tutorial page. Please follow the steps carefully!

No problem! Give us some further details, and we'll help you out asap.

Sorry to hear you're having an issue with Geo-fencing.

As a tip, whenever you get a geo-fence alert, always text Loc to just double-check its location. It might be a false alert.

OK. With geo-fencing, your device will check its location every few minutes to get a location. If during one of those moments the Tracker's accuracy has reduced, even just for a split-second, it will trigger the geo-fence alert.

These brief blips of accuracy will happen depending on certain variables like weather, surrounding foliage, where abouts in a building the device is. This is called "drifting".

This is why we recommend 100 meters as the minimum geo-fence distance. That should take care of the false alerts, but if you still get them once in a while, you might want to increase the distance a little, for example to 110 meters (G1,1,0,110M).

That's strange. Please let us know your details and any other relevant information below and we'll get back to you asap.

If you're not getting any text alerts from geo-fencing, it could be because:

You haven't set up your number correctly?

Text Status to check your programmed numbers. The phone numbers programmed into positions A1, B1 and D1 will all receive geo-fence alert texts.

You're not receiving any texts?

Text Loc for a simple location. If you don't receive any text responses, then start this troubleshooter again but choose "Not responding at all to texts" to try and solve it.

There was a problem with the geo-fence text?

You might have set the geo-fence wrong. For 100 meters, it should be G1,1,0,100M. Go back and check your text, or text it again.

To test the geo-fence texts without waiting:

If you text G2,1,1,050M, it will set a second geo-fence of 50 meters, to alert you if it goes into that area. As well as a "Geo set ok!" text, you should also (if you're outside or near a window) within minutes get an instant text alert, reading "Geo 2 Alert!" with the location details. This is because the tracker is already inside the geo-fence. If you get this text, great, you can now cancel the second geofence with G2,0.

If you don't, then something is wrong.

That's strange. Please let us know your details and any other relevant information below and we'll get back to you asap.

If you're getting "Format Error!" then there must be a mistake in your text somewhere. Please check carefully! Make sure you include the commas in the right places, and use zeros rather than letter Os, and ones rather than letter Ls. It might also be that your mobile phone is adding spaces (or even special characters) to the end of texts.

OK, please let us know your details and any other relevant information below and we'll get back to you asap.

Sorry to hear you're having an issue with your SIM or network.

If you're using the default GiffGaff SIM please remember they're a completely separate company to us, we just use their SIMs to make life easier as they offer cheap rates with no minimum contracts.

But perhaps we can still help!

OK. They're case sensitive, so you might have forgotten or lost the specific membername or password.

Forgot/lost your membername?

You can use the phone number of your device to log in, if you still have your password.

Your membername should also be in your email inbox somewhere from when you activated your account. So you could try searching for "welcome to giffgaff" in your email inbox, your member name should be right there in the subject line of the relevant email).

Forgot your password?

If you click here, you can retrieve your membername or reset your password via the email address that you used to activate your SIM. You just need to know the Tracker's (GiffGaff) phone number or the email address that you used to register the account (you will also need to still be able to access this email address).

Your "Pay As You Go" credit should drop by 5p each time your Tracker sends a text message, or 15p for each minute of outgoing call (if you've assigned a phone number to the call button on the side via C1, or SOS numbers via A1, B1 or E1). Generally, this trickles down very slowly for most customers. Remember though that if you have three alert numbers programmed (A1, B1 and/or D1), then each time the battery drops below 20% or a geo-fence alert gets triggered, it will cost 15p (because three texts will be sent out). If you're using data (online tracking) then this costs 10p per megabyte, which only adds up to about 30p in a month.

If the person carrying the Tracker is triggering a lot of accidental SOS calls, then you might want to consider restricting the number of recipients.

You can see your usage broken down here, as well as the last five interactions with your Tracker.

If you find that your natural usage is quite heavy, and you're paying more than £6 in a month using PAYG credit, then it makes sense to switch to the £6 per month GoodyBag as this contains 500 texts, 300 inclusive call minutes, and more than enough data for a full month of online tracking. So you needn't have to pay more than £6 per month.

To prevent any premium call spammers from accidentally texting your device, please click here to "block" all outgoing and incoming premium calls and texts.

If the person with the tracker is travelling abroad (or has travelled abroad, hence the unexpected credit drain), you can click here to see GiffGaff's roaming rates. Be aware though that the device won't work in some countries where the 2G network has been disabled, including US, Canada, Australia, New Zealand, Singapore (a 3G GPS Tracker is required for these territories).

If you find that your natural usage is quite heavy, and you're paying more than £6 in a month using PAYG credit, then it makes sense to switch to the £6 per month GoodyBag as this contains 500 texts, 300 inclusive call minutes, and more than enough data for a full month of online tracking. So you needn't have to pay more than £6 per month.

You can select a GoodyBag inclusive deal here.

If you're manually logging in to check on your credit and to top-up when needed, then you're running the risk of the device running out of credit and non responding at all to your texts (or sending relevant alert texts). Its a lot easier to use the auto top-up function. This lets you choose how much to top-up by, and how often in a month (so it will never run away with itself).

You can set this via your Payments page.

If you haven't used your device at all in three months, your GiffGaff SIM may have been deactivated. You will see this when you log into your GiffGaff account.

If the option to reactivate it isn't available, then you will unfortunately have to order a new SIM. You should be able to do this from your Account, but if not then you can use this page.

When you receive your SIM and have activated it, follow this page to install it.

Of course!

You can return your unit to us, and we'll install the replacement SIM for you. We have spare SIMs too (you won't need to wait for a new one to arrive) so you could have your Tracker back within three days of posting. We do charge a small fee for this (£5.99 + P&P).

In the first instance please let us know your details and any other relevant information below and we'll get back to you asap.

If you think there might be an issue with your SIM (sometimes they need replacing), or want to switch to a new Network provider because of coverage (or any other reason), then you'll need to open up the device to install your SIM. You can follow the instructions on this page to install your SIM.

Of course!

You can return your unit to us, and we'll install the replacement SIM for you. We have spare GiffGaff SIMs too if that's what you need, or place your new replacement SIM with your returned unit. We'll be quick, so you could have your Tracker back within three days of posting. We do charge a small fee for this (£5.99 + P&P).

In the first instance please let us know your details and any other relevant information below and we'll get back to you asap.

OK, please let us know your details and any other relevant information below and we'll get back to you asap.

Sorry to hear something unusual is happening!

Although its exceptionally rare, odd and unexpected things have been known to happen with various causes.

Lets see if I can help!

OK, so its starting making a buzz and/or beep sound perhaps every half a minute or so?

I can appreciate how annoying that is.

What might have happened here, is that something has damaged one of the microswitches for the call-out button on the side, or the SOS button on the front. This could be caused by internal humidity, if there is any casing damage or it's gone through a washing machine. The symptom can also happen if something has gotten wedged or stuck in to the side of the button, making it always pressed.

If this is what's happening, then it's basically behaving as if one of those buttons are always being pressed.

You can probably figure out which button it is if you're also receiving calls to the C1 number (side button) or SOS texts/calls (SOS button).

If you are also getting unwanted calls as a result of this, then to save your credit you'll want to text Reset! to reset your Tracker back to factory default, and erase all of the programmed numbers.

Let us know your details and any other relevant information below and we'll see if we can help.

OK, so its making outgoing calls?

The first thing you'll want to identify is which button is being pressed, by the number that is being called and whether its accompanied by a "Help me!" SOS text.

Text Status to see your programmed numbers.

If the phone number being called is in A1, B1 or E1, then its the SOS button. If the number is in C1, then it's the side button. In the first instance, you might want to disable the relevant numbers to prevent the calls and wasted credit. (A0, B1, C1 or E1 depending on the number being called).

There are two main reasons this could be happening.

The button is being accidentally pressed.

Sometimes it can happen than the wearer grips or fiddles with the device, even without knowing it, and presses a button. They might for example be trying to switch it off (in defiance!) and pressing either of the buttons. If the outgoing calls suddenly stop when the Tracker is removed from the wearer, then this is the most likely cause.

You might want to consider disabling the relevant button (C0 for the side button, A0, B0 and E0 for the SOS button), but you can still keep D0 to receive relevant alerts (low battery, geofence, falls).

The button is damaged

What might have happened here, is that something has damaged one of the microswitches for the call-out button on the side, or the SOS button on the front. This could be caused by internal humidity, if there is any casing damage or it's gone through a washing machine. The symptom can also happen if something has gotten wedged or stuck in to the side of the button, making it always pressed.

If this is what's happening, then it's basically behaving as if one of those buttons are always being pressed.

Let us know your details and any other relevant information below and we'll see if we can help.

OK, please let us know your details and any other relevant information below and we'll get back to you asap.

Oh no! Sorry to hear your Tracker has been damaged.

In some situations we might be able to replace the casing and get it working again, but it really depends on what's happened.

OK, they're not impervious to damage, so perhaps it was dropped at an awkward angle onto a hard surface.

Let us know, and we'll see if we can help.

OK, although they're waterproof, the heat and tumble of a washing machine can sometimes be too much for them.

Let us know, and we'll see if we can help.

OK, that's a shame. If you don't have a charging cradle, you could buy one and charge it that way (it doesn't use the USB port).

If it wasn't accidental damage, or you think it's something we could help with, let us know below.

OK, it sounds like it has somehow overheated, causing the battery to damage and swell up. This can happen if its left somewhere really hot, like on a radiator, in naked sunlight by a hot window all day, put through a washing machine, or left on a charging cradle for days on end.

Do not attempt to use your device.

Depending on the age of the device and the situation, we may be able to help with this. Let us know your details and we'll get back to you asap.

OK, let us know the situation and we'll see if we can help.

Something more unusual that's not covered anywhere else?

No problem! Tell us about the situation and we'll be back in touch asap.