Help & Support

Here you will find solutions, ideas and useful information for your device. If there is anything you feel is missing, please let us know so we can get it added.


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Fine Tuning


Problem Solving

What does your issue relate to?

Click in the box to start.

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

    OK. The first thing to check is that its being fully charged properly.

    1) The charging pins on the back of the device should look clean, to ensure the charger is connecting properly.

    2) It needs to be left for 4-5 hours until the red LED on the device is no longer flashing, and the red LED on the cradle goes out. Don't rely on Loc texts saying the battery is "100%" while its charging, as this won't be accurate - rely on the LEDs instead.

    OK, at least it's being properly charged.

    The next thing to consider is how 'active' the device is.

    Battery life will drain quicker if its regularly locating itself (e.g. for geofencing or online tracking), or on the move alot (as the motion sensor triggers GPS activity).

    Bear in mind also that when you receive a low battery alert text, the device still has 15% capacity left.

    OK. It's worth checking for local mast tower faults - especially if you've also had any issues with texts, or the green LED on the side is giving long blinks.

    If the device is or has been struggling to register on the network at all, this will have a negative impact on the battery.

    To check for mast tower faults, click here, then enter your postcode in box 2. If you see any information about a fault, then this will be the cause. You will need to wait until it's fixed (you can enter your mobile number to be texted when its resolved).

    OK good.

    One last thing to try is to perform a hard Reset on the device - sometimes this helps restore battery life.

    To do this, text Reset! to your device. It will erase all your settings, so unfortunately you will need to resend any numbers or functions that you had set up.

    Try that and see how it goes for a few days (but remember texts will also drain the battery, so try not to over-check).

    OK. Are you absolutely sure it's charging properly?

    You should see a red LED flashing on the side of the device - if the battery is completely flat this might take a few minutes to show.

    OK. So there is a red flashing LED on the side of the device when it's charging, but it still won't power on.

    Even though the red LED is indicating charging, it might not be receiving enough power if the charging pins on the back of the device are dirty or tarnished.

    It would be worth just checking, and gently scratching them with the side of a 2p if it looks like this could be the cause.

    OK, you've checked and the charging pins aren't the issue.

    Are there any signs of damage to the device?

    This would include cracks to the casing, the sides opening up, any hint of bulging (indicating a damaged/swollen battery), knowledge that its passed through a washing machinen or been near a heat source.

    OK, sorry to hear your device is damaged.

    Please reselect the first option of this troubleshooter with 'The Tracker has been damaged'.

    OK, it's not charging properly.

    OK. Check the charging pins on the back of the device. They should be clean and shiny looking, allowing the connection to be made properly with the charger. If they're dirty at all, try scraping them gently with the side of a 2p coin.

    OK good.

    Assuming it's switched on at the wall (never hurts to doublecheck!), it might be worth trying a different USB lead just in case some damage has occured (e.g. if its been bent around too tightly or something has rolled over it). They're standard and cheap/easy to obtain, so hopefully you'll have another one available to try.

    OK. If the cradle LED is red, but there is no sign of life on the Tracker, it could be because no power is reaching the device.

    It would be worth checking the charging pins on the back of the device. They should be clean and shiny looking, allowing the connection to be made properly with the charger. If they're dirty at all, try scraping them gently with the side of a 2p coin.

    OK, you've checked and the charging pins aren't the issue.

    Are there any signs of damage to the device?

    This would include cracks to the casing, the sides opening up, any hint of bulging (indicating a damaged/swollen battery), knowledge that its passed through a washing machinen or been near a heat source.

    OK, sorry to hear your device is damaged.

    Please reselect the first option of this troubleshooter with 'The Tracker has been damaged'.

    If you’d like to order a second charging lead and/or plug, the cheapest/easiest option would be eBay where they’re readily available. We no longer supply spares as plugs count as a small parcel with Royal Mail, as it would cost over £2.90 just to mail one.

    This is a good option (click here). If that is no longer available, click here for other available options (filtered for UK sources only, opens in a new window).

    You basically need a USB plug, and a standard micro-USB lead - these can be bought separately or as one unit.

    Please click here to order a charging cradle.

    Please note, as you already have the charging plug and lead, ordering a charging cradle will only supply you with a charging cradle. If you are buying a second charging cradle to have as a second, separate charging station, you will need to purchase a USB plug and micro-USB lead separately.

    Sorry to hear you're not receiving texts from the Tracker.

    OK. If you're receiving Loc replies, then at least your tracker's SIM is in credit, is registered on the network OK, and is sending texts.

    But, you're not receiving alert texts - e.g. when the SOS button is pressed, low battery, geofencing (if set).

    There is likely a problem with how your programmed numbers are set up. When programming numbers into the Tracker, it follows this format:

    Ax,y,z,phonenumber

    Where:
    x = 1-5, defining which out of five possible carers numbers are being set
    y = 1 for receiving alert texts, 0 for receiving no alert texts
    z = 1 for receiving calls, 0 for receiving no calls

    So, for example, texting A1,1,0,07712345678 would ensure that alert texts are sent out to a carer with phone number 07712345678, but they wouldn't receive SOS phone calls.

    If you texted A2,0,1,(phonenumber), then the phonenumber wouldn't receive any texts.

    To check the numbers that you have set in your Tracker, text A?

    In the reply, if you see 0,0 or 0,1 before any phone numbers, that means they won't receive texts.

    OK, so everything seems to be OK (i.e. receiving SOS and low battery alerts) except for the fact that you're not receiving expected Geo-fencing texts.

    There is most likely a problem with how the geofence was set up.

    When you send the text to set up the geofence, it will create a circle of a set radius around wherever the Tracker is when you send the text. As the carer sending the text, you could be anywhere, but what matters is where the Tracker is. So it helps to first text Loc just to ensure that the Tracker is locating properly, so that you can feel confident the geofence circle is where you expect it to be.

    Then send the text GEO1,1,0,100M - this will set a 100meter radius around the Tracker's location, and alert you if it goes out that circle.

    It will check itself every few minutes to alert you of a breach. If you want to test it, take the Tracker outside of that zone (e.g. 200meters away) and see if you get the alert text. If you don't, text Loc to just see if the Tracker is locating properly. If it is, and you still haven't received the geofence text, then something is still wrong, in which case let us know.

    OK, you're not receiving any texts at all.

    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 - that will be the 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. You can keep checking back on that page, or enter your mobile number in the relevant box there to receive an update once it's fixed.

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

    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, 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.

    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 use the link in the help section elsewhere on this page to see how to open up your device, to see if the SIM is installed properly.

    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 - that will be the issue. 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.

    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, 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.

    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. Some email providers (e.g. btinternet) are notoriously bad for making false positives on blocking out assumed junk mail.

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

    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 (GEO1,1,0,110M).

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

    You haven't set up your number correctly?

    Text A? to check your programmed numbers. Any phone numbers programmed into positions A1 thru A5, with a 1 before the first comma should 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 receiving 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 GEO1,1,0,100M. Go back and check your text, or text it again.

    If you're getting no response or "Format Error!" when setting up your geofence 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 (except in GEO), 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.

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

    If you're using the pre-installed 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 10p each time your Tracker sends a text message, or 25p for each minute of outgoing call (if you've assigned a phone number to the call button on the side via A1, or SOS numbers via A1,x,1, up to A5,x,1). Generally, this trickles down very slowly for most customers. Remember though that if you have all five alert numbers programmed (A1,1,x up to A5,1,x), then each time the battery drops below 20% or a geo-fence alert gets triggered, it will cost 50p (because five texts will be sent out - one to each carer). 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 reducing this by extending how long the button needs to be pressed for - the text for this is SOS1,600 to be pressed for a whole minute, or SOS1,200 for twenty seconds.

    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 unlimited texts and 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.

    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 unlimited texts and 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 should never become too expensive).

    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. You should have been emailed from GiffGaff about this before deactivation.

    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 below.

    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, and can 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 below.

    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, 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.

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

    Sorry this isn't something we can help quickly solve here for you.

    No problem, let us know more information and relevant details below, and we'll be back in touch asap.