My device isn't connecting
What to check when a tracking device doesn't appear or stops reporting.
Common causes
- No mobile coverage. The device needs mobile network coverage to report.
- Device not powered. An OBD-II device needs the ignition on.
- Not registered to your organisation. Check the device's serial number against your orders: open the profile menu, select My Account, then Device Store → My Orders.
Steps to resolve
Power cycle the device
For an OBD-II device, remove it from the port and plug it back in.
Give it time to check in
Leave the ignition on and allow the device time to report. Check its status and Last Seen time in Telematics → Devices.
Contact support
If it still isn't showing, contact Vectis support with the device's serial number. Open the profile menu, select My Account, then Support.