Start with the app and installation checks before removing your tracker. If your bike has been stolen, follow the stolen-bike guide and contact support.
Check what the app is showing
- Select the correct tracker and check that its subscription is active.
- Check the battery level and the timestamps of the latest positions in History.
- Distinguish an old position from a new update. An old position does not establish where the tracker is now.
Check installation and surroundings
Make sure the tracker is installed according to the G1 or G2 installation guide, with the antenna area uncovered by metal.
With the tracker correctly installed, check for a newer position in an open area with a clear view of the sky. Buildings, metal, and surroundings can affect satellite positioning; a particular accuracy or update time is not guaranteed.
If you use Tracking mode for a short test, return to your usual mode afterward. More frequent updates use more battery.
Charge using the instructions for your model
Follow the G1 and G2 charging guide. Both models must be charged between 0°C and 45°C.
Use the app for G2 status. A G1 red charging-light check is not a G2 charging instruction.
If removal is necessary, use the supplied tool and your model's manual. Keep the bike secure while its tracker is removed, and reinstall the tracker before a test ride. For insurance requirements, check the current policy.
Still missing positions?
Contact support with your model, IMEI, account email, recent position timestamps, and the checks you tried. Include a photo of the installation or any visible damage. You do not need to wait several days before asking for help with a persistent problem.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article