Frequently Asked Questions

This guide is designed to help you set up your TrackR and provide detailed instructions to alleviate any possible hurdles. Please follow the steps below for help on setting up your TrackR.

1.Download
The first step to using your TrackR is downloading the companion application on the Google Play Store or App Store titled: TrackR - Lost Item Tracker 

2.Pair
After downloading the TrackR app, the next step is to pair your TrackR with your phone or tablet. Be sure to turn your Bluetooth on!
First, open the TrackR app and click "Get Started" or "Add New Device"
Second, select the type of TrackR you have. 
Third, name your TrackR. Click next. 
Fourth, click the button on your TrackR to pair. Click done. 

3. Use
Every TrackR uses Bluetooth technology, working in tandem with your TrackR app, to keep track of your items - and is not a GPS device.

To understand how TrackRs can be used most effectively, it is important to know how TrackR works. Please see the following information meant to provide a comprehensive description of how to use your TrackRs.
1) How does TrackR work?
TrackR uses Bluetooth technology to track your items. Using the TrackR app and the Bluetooth connection available on your smartphone or tablet, you can pair a TrackR (i.e. TrackR pixel) and attach it to an item. Once paired, then you can ring your TrackR - when within Bluetooth range - by simply pressing 'start searching' on your TrackR app. This causes the TrackR to emit a loud noise to help you find it.
2) But what if I am out of Bluetooth range?
When out of Bluetooth range, the TrackR app will display the "Last Seen" location on the mini-map. This "Last Seen" icon provides the most recent location, date, and time that your TrackR was connected to the TrackR app. Re-establishing an active connection requires coming within Bluetooth range of your TrackR.
3) What is the benefit of the Last Seen Location?
The Last Seen Location is one of the most beneficial features of the TrackR app. If your TrackR was attached to your keys and you accidentally dropped your keys on a walk, the TrackR app would remember the location of where you were disconnected. Simply click the last seen location banner on your TrackR app to receive directions back to that location.
This is why it is essential to maintain the following:
* Bluetooth must always be enabled
* The TrackR app remains running (foreground or background)
* Location services be enabled
     - "Always" should be checked for users running iOS 11 and later
     - Location Permissions should be toggled on for users running Android
All three must be enabled for the TrackR to properly function and accurately record where you dropped your keys.
4) But what if someone picked up my keys after I dropped them?
In the instance that someone happened to come across your keys and pick them up, then our Crowd Locate network is the most helpful feature to help recover them. Crowd Locate is the vast community of TrackR users that together create a search party for your lost item. If another TrackR user walks by your keys, then you will receive an update Last Seen Location with the new location, date, and time your TrackR was spotted. Please note, this update is completely anonymous to the other TrackR user and they will not be able to see your items.
5) What are other features available in my TrackR app?
The TrackR app comes with several other features to help you keep track of your items.

Adding a new device to your TrackR app is very simple.
Click the three stacked squares in the upper right-hand corner of your TrackR app. This will reveal a side menu with an option to "+ Add New Device." Select this option and you will be sent to the pairing flow.

iPhone: Pair up to 10 TrackRs at a time.
Android: Depends on phone model. See the chart below.

Phone make/model

# of paired TrackR devices

Samsung Galaxy S7 Edge

6

Samsung Galaxy S7

6

Samsung Galaxy S6

7

Samsung Galaxy S5

4 to 7, depending on OS

Google Nexus 5X

7

Sony Xperia A4

10

Sony Xperia X Performance

6

Sony Xperia Z3

10

Sony Xperia Z4

10

Sony Xperia Z5

10

If you have a new phone and are connecting your existing TrackR account to your new phone, please follow these steps.
1) Download the TrackR app to your new phone.
2)Sign in to your TrackR app using your existing TrackR account information.
3) Keep your TrackRs near you. The pairing request may pop up or the TrackRs I will automatically connect.
4) Test the new connection by pressing the button on your TrackRs to ring your phone.
Troubleshooting: If your TrackRs are not pairing with your new phone, make sure the old phone you were paired with is either turned off, in airplane mode, has its Bluetooth disabled, and the TrackR app deleted - with all "tkr" devices deleted from the Bluetooth settings of the phone.
If the above situation does not apply and your TrackRs are not pairing, then either you need to reset the TrackRs or your TrackRs need new batteries.
Please press the button on your TrackR to until it beeps. If you don't hear a beep from your TrackR, the battery will need to be replaced. If you hear a beep but the TrackR is not connecting, then please do a battery reset. A battery reset is simply taking the battery out of your TrackR and re-inserting it.
**Tip on removing the battery on a TrackR pixel: Create double sided tape out of scotch tape, put it on both sides of the TrackR for extra grip.**

If you are giving your used TrackRs to someone else, then please follow these steps.
1) Have them download the TrackR app onto the phone. They can download the app for iPhone on the App Store, or for Android on the Google Play Store.
2) Remove the battery from the TrackR.
3) Reinsert the battery after 10 seconds.
4) Open the TrackR app.
5) Read the on-screen slides and press "next" until they reach the "Pick your TrackR" menu.
6) Select the type of TrackR they are pairing with their phone (bravo, wallet, etc)
7) When the "Activate your TrackR" screen appears, press the button on the face of the TrackR, then select "Pair" in the pop-up box that appears.
8) Then register the TrackR, which will create their new TrackR account.
**Tip on removing the battery on a TrackR pixel: Make double sided tape out of scotch tape, put it on both sides of the TrackR for extra grip.**
If you have more TrackR's to pair with your phone after completing the instructions above, please follow the steps below:
1) Open the TrackR app then click the icon in the top right corner that looks like three squares stacked on top of each other. This will open the "Select a device" menu.
2) Tap "Add New Device."
3) Go through the pairing process.
If your TrackR does not pair with the new phone, then please do a battery reset and pair again. If your TrackR gives no response, please contact customer support for a new battery.

A TrackR may not be connecting to your smartphone or tablet for a handful of reasons. The issue can be either the TrackR or the smart-device you are using.

The typical issues with a TrackR are either (1) a dead battery causing no auditory or visual response, or (2) a disconnected two beep tone - a high tone then a low. You can easily test if a battery is dead by pressing the button on the TrackR. If you receive no visual or auditory response, then the issue is a dead battery.

If you are hearing a high beep and then a low beep ("beep boop") from your TrackR, then the TrackR is indicating that it is disconnected from your phone's Bluetooth. This could be due to the fact Bluetooth is turned off on your smartphone or you are out of range of your TrackR (beyond roughly 100ft, or behind thick walls). Please make sure your Bluetooth is enabled on your smartphone at all times to ensure the optimal use of your TrackR

If your TrackR and your phone are next to each other yet you hear a "beep boop", then the quickest solution is for you to put your phone in Airplane mode, remove the battery, turn Airplane mode off, re-insert the battery and press the button on the TrackR.

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If you have forgotten your login password, please follow these steps.

1) Please click, "forgot password" and you should see four boxes - a space for your email, a space for your temporary passcode, then two spaces for entering and re-entering your new password.
2) Enter your email address and click "reset password" to have your temporary passcode sent to you.
3) Copy & paste that code into the space provided for your temporary code on the same "forgot password" menu.
4) After entering the code, then type in your new password, retype it to confirm it.
5) Return to the main login page and type in your email and your new password.
That should get you into your account!

On occasion, it is necessary to reset a TrackR to refresh a connection, issues with pairing (beep boop), and other troubleshooting. A basic reset involves removing and reinserting the battery on the device. Below are basic and advanced instructions on resetting your TrackR. 

Basic reset of TrackR bravo: remove and reinsert the battery 

Please, open the battery tray located on the left-hand side of the TrackR bravo and remove the old battery. The battery door swings open from the bottom (the notch closer to the button) and hinges at the top (the notch closer to the key loop). 

Basic reset of TrackR pixel: remove and reinsert the battery 

Accessing the battery of the TrackR pixel requires removing the back casing of the TrackR. This is done by rotating the back casing counter clockwise slightly - freeing the back so it can come off.

**Tip on removing the battery on a TrackR pixel: If the casing is too secure, create double sided tape out of scotch tape, put it on both sides of the TrackR for extra grip.** 

If the issue continues after a basic reset, please try and advanced reset. 

Advanced reset of TrackR pixel and TrackR bravo:

1. Force close your TrackR app
2. Turn on Airplane mode
3. Remove the battery of your TrackR (see above for instruction)
4. Turn off Airplane mode
5. Open the TrackR app
6. Go through the pairing process (skip this step if you already set up your TrackR)
7. Once you get to the purple pairing screen, re-insert the battery 
8. Then attempt to pair your TrackR

If your TrackR and/or smartphone is sounding off at seemingly random times, you may have Separation alerts enabled. With Separation alerts, you have the option of your phone ringing, your TrackR ringing, or both ringing, whenever you leave either behind. You can turn off the phone and device alerts from the TrackR app. To turn off the alerts please follow these steps:

1. Open the TrackR app
2. Click the icon in the top right corner of the app. This icon will look like 3 blocks stacked on top of each other.
3. A menu will slide in with a list of each TrackR you have connected with. Click the gear cog next to a listed TrackR.
4. Another menu will slide in where you will have the option to turn device and phone alerts on and off. Move them to the off position. The device and phone separation alert need to be toggled off.
5. Repeat the steps above for any other TrackRs you are paired with.

If you wish to keep your separation alerts turned on, we would recommend turning on Wi-Fi safe zones. Wi-Fi Safe Zones will automatically disable separation alerts when you are connected to a specific WiFi Network.

To enable this feature, you can follow the steps below.

1. Open the TrackR app.
2. Click the icon in the top left corner that looks like three lines stacked on top of each other.
3. Select "Wi-Fi Safe Zones."
4. Turn the toggle on next to your home wi-fi network.
5. Click the back icon in the top left corner.
6. You now will not experience separation alerts while connected to that Wi-Fi network. 

If your TrackR is not ringing your phone, please verify the following:

1) You have the TrackR app running in the background of your phone.
2) Please make sure you press and hold the device button down. The phone will ring as long as you are holding the button down. Also, note that you must be within Bluetooth range of your phone. Bluetooth range is up to 100 feet when unobstructed by walls or large objects.
3) For Apple devices, please make sure that Bluetooth Sharing is set to ON. You can change this setting in Settings->Privacy->Bluetooth Sharing.

The most likely explanation for this problem is that access to Location was denied during the initial setup. To re-enable this feature please follow these steps:

Apple iOS: Settings >Privacy >Location Services >TrackR >ON

Android: Settings >Privacy & Safety >Location >ON

TrackRs use Bluetooth to connect to your phone or tablet. When you are within Bluetooth range (30-100 ft.), the TrackR is meant to be located through the audible ringing. This is why when you are connected to your TrackR, the mini-map automatically hides and there is a large, green, button that appears saying "start searching." While the option is available to show the mini-map while connected (by clicking the map icon underneath the sentence "you can now search for your item"), the map will only give you an address or general idea of where your TrackR is and the ringing feature will help you to locate your item more precisely.

Furthermore, when disconnected from Bluetooth, you will see the mini-map automatically appear with the Last Seen Location posted. You can click on the mini-map and it will open up into a mapping application and it will provide you with directions back to the Last Seen Location.

With the Groups option, also referred to as Family Sharing, TrackR users can share items in the context of groups that they interact with most in their daily lives – families, roommates, neighbors, etc. – enabling a “group effort” approach for quickly locating misplaced items.

For example, a user could set up a “Family” group that includes their spouse and children; within that group, they could share their TrackR-ed TV remote, car keys, and cat so anyone in the family can help find those items. The same user could set up a “Neighbors” group, in which each group member shares their TrackR, so the whole neighborhood could look for Fido if he gets loose. Setting up groups, adding members, and sharing items is simple and makes it faster and easier to track lost items that you share with those groups.

Follow the steps below to create a group in Family Sharing.

1. Open the TrackR app
2. Click the icon in the top left corner that looks like three squares stacked on top of each other.
3. Click on the TrackR icon with your e-mail written below it at the top of slide in menu
4. Scroll down the slide in menu and select "Groups"
5. Click "+ Add New Group"
6. Type in the name of your group then press "Next."<
7. Select the TrackRs you would like to share with the group by pressing "Add" then press "Next" when you are done adding TrackRs to the group.
8. Press "+ Add new Member"
9. Type in the e-mail address of the friend/family member you would like to be a part of the group then press "Add."
10. You will then be taken back to the "Add members" page. Press "+ Add New Member" if you would like to add more friends/family members to your group. Once you are done adding members press "Submit" at the bottom of the screen.
11. The added member will receive an invitation to join a group in their email. Once they accept the invitation, the shared devices will appear in their TrackR app and will request to pair once they are in Bluetooth range.

Your group is now created!

**Since TrackRs can only alternate connections and not have simultaneous connections, the original owner of the TrackR will need to turn off their Bluetooth while the new Group member is waiting for a pairing request - assuming that both people are in the same room - freeing up the TrackR to pair to the new phone.**

To remove someone from your family sharing group follow the steps below.
1. Open the TrackR app
2. Press the icon in the top left corner that looks like three lines stacked on top of each other.
3. Click the TrackR icon at the top of the slide in menu.
4. Scroll down and select "Groups."
5. Tap on the Group you would like to edit.
6. Tap on "Members"
7. Click edit in the top right corner
8. Tap where the app says "Added" and the member will be deleted
9. Press Done in the Top Right Corner

Selecting done will remove that member from the group.

To delete a group in its entirety, follow the steps below.
1. Open the TrackR app
2. Press the icon in the top left corner that looks like three lines stacked on top of each other.
3. Click the TrackR icon at the top of the slide in menu.
4. Scroll down and select "Groups."
5. Tap on the Group you would like to delete.
6. Press the "Delete Group" button at the bottom of the page.

The Group will now be permanently deleted.

Item Settings, located in your TrackR app, provides you with access to features such as Crowd Locate Alerts, Item History, Battery reader, Separation Alerts, Custom ringtones and Alert duration. Item Settings also provides you with information on your Firmware, Version number, and the ability to delete your TrackR from the TrackR app.

There is an Item Settings for each individual TrackR you have paired to your TrackR app. You can access your Item Settings two different ways. The first way is to swipe to the appropriate TrackR, then click the "Item Settings" gear icon that is located on the right-hand side of the screen, approximately two-thirds from the top. The second what to access your Item Settings is to click the three stacked dots in the upper right-hand corner and click the geat next to the appropriate TrackR.

The TrackR app offers the option to change the ringtone duration (1-10 seconds) of your phone when being prompted by a Separation Alert. If you want to increase the duration of your phone's ringtone while pressing the button of your TrackR to find your phone, please note that as long as you hold the button down on your TrackR, your phone will ring. Alert durations can be altered in the Item Settings of the appropriate TrackR.

The Custom Ringtone is a feature available in the Item Settings of your TrackR app. By selecting "Customize Ringtone," you can choose the song you would like your phone to play when you either ring your phone from your TrackR or when using Separation Alerts. Please note that this song or ringtone must be owned by you and downloaded from your media library, it cannot be chosen from a subscription service like Pandora or Spotify. If the TrackR app asks for access to your media library, it is related to using this feature.

It is important to note that Custom Ringtones is only an option for the phone's ringing. The TrackR's ringing cannot be changed, either in tune or volume.

The TrackR apps new "Item History" feature provides you with a ledger of the last 4 locations your TracR was spotted. By clicking on any of these reports, you can see the location on a larger map and are offered the option to open up directions to that location.

The Last Seen location represents the last place your TrackR was connected to your phone, or the last place it was updated by another TrackR user - through the Crowd Locate Network. In order to utilize the full tracking capabilities of your TrackR, it is essential to keep your TrackR app running in the background of your phone at all times with your Bluetooth on.

If you leave your item behind, the TrackR app will remember when and where it was last connected to your item. You can then receive directions back to where you left your item by pressing the 'Last Seen' banner. Once you return to this location, you will be able to reconnect to your TrackR, ring it, and recover your item.

Activating Silent Mode will disable any separation alerts you are using.

Follow the steps below to enable Silent Mode.
1. Open the TrackR app.
2. Click the icon in the top left corner of the app that looks like three lines stacked on top of each other.
3. Toggle "Silent Mode" on. The toggle will be green when Silent Mode is activated.

Silent Mode will now be activated!

Whenever the Bluetooth connection between your TrackR and smartphone is lost, your smartphone will ring to let you know that you have left an item behind. Follow the steps below to enable this feature:

1. Open the TrackR app.
2. Click the icon in the top right corner that looks like three stacked squares.
3. Click the gear icon next to the TrackR you would like to enable phone alerts for.
4. Scroll down to where it says "Device Separation Alert" and tap to turn it on. The toggle will be green when it is turned on.
5. Adjust the Alert Duration. This will update how long your alarm will ring when separation occurs.
6. Click "Save" in the top right corner of the app to save your changes.

Hints and Tips for getting the most out of Phone Separation Alerts
1. Keep the TrackR app open and running in the background of your phone at all times. Force closing the app disables the communication between your TrackR and your phone. Therefore, with the TrackR app no longer running in the background of your phone, Separation Alerts will not alert you when you have left an item behind.
2. Enable Wi-Fi Safe Zones with your home and work Wi-Fi networks. There's no need to receive an alert that you are leaving your keys behind when you move from one end of your home to another. Wi-Fi Safe Zones will keep Separation Alerts from going off when you are logged on to specified Wi-Fi networks. The alerts will re-enable when you exit the area covered by the Wi-Fi network. If your keys are left inside of the house your phone will ring to let you know!
3. Use this feature on the items that travel with you most. TrackRs are extremely helpful when finding items such as TV remotes inside of your home, but you won't necessarily need an alert to go off when you leave your TV remote behind. Enable separation alerts for individual items such as your keys, wallet, or purse so you don't leave them behind!

Wi-Fi Safe Zones will automatically disable Separation Alerts when you are connected to a specific WiFi Network. To enable Wi-Fi Safe Zones, follow the steps below.

1. Open the TrackR app.
2. Click the icon in the top left corner that looks like three lines stacked on top of each other.
3. Select "Wi-Fi Safe Zones"
4. Toggle the on the Wi-Fi Network you would like to have as your safe zone. The toggle will be green when a Wi-Fi Network has become a safe zone.

Hints and Tips for getting the most out of Wi-Fi Safe Zones

Enable your home and office Wi-Fi networks as Wi-Fi Safe Zones.Your home and office are the two locations where you spend most of the time walking from one end of a building to another. Enabling Wi-Fi safe zones will keep you from being alerted that you are leaving your keys your desk when you're going to the kitchen or break room to grab a glass of water.

Crowd Locate is an automatic finding feature built-into the TrackR app that expands the number of people who can help you find what’s lost when your item is outside of Bluetooth range. Crowd Locate helps users find over 2 million items every day.

When a TrackR app user passes by your lost item, the app sees it and automatically sends you a private, secure, and anonymous location update - other TrackR users are not given the location of your item. Every TrackR app user is a part of the Crowd Locate network, helping others to find what’s lost. All you need to do is leave Bluetooth and your app running in the background to join the crowd. No one knows your item is lost except you.

You can easily turn on Crowd Locate Alerts by clicking the 'Turn On Alerts' button that will automatically appear on your TrackR app when you are out of Bluetooth range. You may also turn on Crowd Locate Alerts within the item settings of a specific TrackR, (you can get there by clicking the three stacked dots, clicking the gear icon, then toggling on 'Crowd Locate Alerts').

If you can't find your item, here is what you can do.

1) Return to the "last seen location"
The "last seen location" is the place that you were last connected to your TrackR via Bluetooth. When you leave an item behind, the Bluetooth connection is broken and the TrackR app remembers where and when, and marks it as the "last seen location." You can then click the "last seen location" banner and receive directions to this location and recover your item. Once there, walk around the area and check the TrackR app for a connection.

This is why is it essential to keep your Bluetooth turned on and the TrackR app running in the background of your phone at all times so that you have an accurate "last seen location." If you either turn off your Bluetooth or force close your TrackR app then the "last seen location" will be the place you turned off your Bluetooth or force closed your TrackR app - and not where you left your item.

2) Turn on Alerts If you return to the "last seen location" but cannot connect to your TrackR, then your item may have been moved since you were disconnected from it. If so, you can turn on Crowd Locate Alerts and be sent an updated location once another TrackR user comes in Bluetooth range of your TrackR.

If your Bluetooth had been turned off or your TrackR app not running in the background of your phone when you lost your device, then your "last seen location" will not accurate, however, you can still turn on Alerts to be sent an updated location once another TrackR user is nearby. Once the location is updated, you can then receive directions to your item.

Always remember: Keep your Bluetooth on and your TrackR app running in the background of your phone at all times to ensure that the Last Seen Location is accurate!

TrackRs are Bluetooth devices. You can use the app to ring your TrackR when you are within Bluetooth range.

If you lose an item away from home, you can enable Crowd Locate notifications. Below is a visual guide in turning on your Crowd Locate Notifications.

When out of Bluetooth range, your TrackR app will display the 'Last Seen' location of your item, and you can enable Crowd Locate Notifications from this view.

We strongly discourage the use of TrackR on cars, pets or people. TrackR uses Bluetooth technology to connect your items to the TrackR app on your phone and does not use live GPS technology. Once the TrackR is outside of Bluetooth range of a user’s phone, the TrackR app will show the Last Seen location of the TrackR. This is the last location where the TrackR and TrackR app were connected. The TrackR app does not track minute-by-minute movements of a pet, car, or person when it is outside of Bluetooth range.

Bluetooth is a standard for the short-range wireless interconnection of mobile phones, computers, and other electronic devices. All TrackRs rely on Bluetooth to communicate with the TrackR app. It’s one of the most important permissions to enable when a user is setting up their first TrackR.

The maximum Bluetooth range for TrackRs is up to 100 ft. or 30 meters (clear sight). TrackRs communicate with the TrackR app when they are within Bluetooth range of a TrackR app user’s phone. When obstacles – such as walls or furniture – are present, the range is diminished.