My Pet Card Data Isn’t Up-To-Date

If the “Updated as of…” section on your Pet Card hasn’t refreshed in several minutes or longer, it usually means there’s a connection or power issue preventing updates.

Why This Happens

• The collar cannot send updates without:
  • Sufficient battery power
  • A stable connection (Bluetooth, Wi-Fi, or LTE)
• Your phone also needs an active connection to receive those updates

Steps to Fix the Issue

• Check the collar’s battery
  • Make sure it is charged and powered on
  • Low or dead battery will stop updates
• Confirm network availability
  • Ensure you are in an area with Wi-Fi or cellular service
• Understand connection types
  • The collar uses:
    • Bluetooth (when nearby)
    • Wi-Fi
    • LTE/Cellular
  • It will automatically select the strongest available connection
• Check your phone’s connection
  • Make sure your phone:
    • Is connected via Bluetooth (within ~100 ft / 30.5 m), or
    • Has an active Wi-Fi or cellular data connection

Additional Information

• Update frequency can vary depending on connection type
• For more details, see:
  • Why is there a difference between my dog's location and what I see in the App?

If you need further assistance, our support team is happy to help!