FAQs

For such a small device, there’s a lot packed into the Tractive GPS tracker and app. So you can quickly become an expert in all things Tractive, we’ve put together a list of the most frequently asked questions for you.

You can read more about these topics in the Help Center and contact our friendly team via live chat 24/7 if there’s anything else you’d like to know!

 

📏 How big is the tracker?

The models currently on sale measure 71 x 28 x 17mm and weigh 35g. We recommend that your pet weighs at least 4kg so that they can wear the tracker comfortably. If you find the tracker is too big or uncomfortable for your pet, we offer a full refund on all purchases of subscription plans and trackers from our online shop within 30 days of payment.

 

🔋 What is the battery life of the tracker?

Our latest models can use trusted WiFi sources such as your home WiFi to establish Power Saving Zones. With this feature, our trackers have a battery life of up to 7 days. However, the exact battery life also depends on factors such as how strong cell coverage is in your area, how often you use LIVE tracking and how active your pet is. If you’re having any problems with the battery life of your tracker, please reach out to us.

 

📡 Do I need cell (mobile network) coverage to use the tracker?

Yes. The tracker connects to cell (mobile) networks to send data back to your app. If you are in an area with patchy or poor cell coverage, you may unfortunately experience delays to position updates, difficulty using features such as LIVE tracking and poor battery life. As we offer a full refund on all purchases within 30 days, you’re very welcome to test the tracker out in your area and see how it performs there before deciding if you’d like to keep using the tracker!

 

💰 Why do I need a subscription, and what plans are available?

The tracker has its own SIM card, so it can connect to cell networks and send updates to your phone. Your subscription plan covers all fees needed to do that, and gives you unlimited range worldwide. You get the subscription plan directly from us, so there’s no need to purchase a separate SIM card, and you can find an overview of all plans here.

In short:

  • You can pick a monthly, 1 year, 2 year, or 5 year plan
  • PREMIUM plans let you access all key features, including tracking together with friends and family
  • The longer the subscription plan, the more money you save
  • Regardless of which plan you choose, you’ll make a one-off payment upfront, and relax knowing it will renew automatically

Can’t find the plan you were looking for? Get in touch and we’ll help you get started.

You can pay every month, year, two years or five years. If you can’t find your desired subscription plan, please contact us and we’ll be happy to create a direct activation link for you.

 

📱 How does the tracker report accurate positions over any range?

The tracker contains an inbuilt GPS module that lets it figure out position based on how close it is to GPS satellites. It then connects to local cell networks to send that information to your phone. Thanks to our agreements with providers in over 180 countries, there are no range limits. As long as the tracker can detect GPS position and connect to local cell networks, you’ll receive position updates in the app. Please keep in mind that your phone also needs to have an active data connection (WiFi or mobile data).

 

🐕🐈 Can I track more than one pet from the app?

Absolutely! You can easily switch between your pets in the app by tapping on the arrow at the top of the screen, next to the picture of your pet, when on the Map page. Please note that you need a separate tracker and separate subscription plan for each pet you want to track in the app.

 

👪 Can my relatives, friends and I log in on more than one phone?

That’s no problem. You can log in to your account on multiple devices, including in your web browser at my.tractive.com, at once. If you activate a PREMIUM subscription plan, you can also share your pet’s location with friends and relatives. Just send a sharing link from within your account to their email address and the receiver will then be able to begin tracking with you.


🔄 What happens if I get a new tracker, do I need to buy a new subscription too?

No. You can easily transfer your subscription plan from the original tracker to the new tracker directly in your account. All of our trackers come with a two-year warranty and can therefore be replaced in the event of any technical issues. You can also add Tractive Care to your subscription plan to claim a replacement device should your tracker be lost, stolen or physically damaged (e.g. bitten) during your subscription period.

 

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