SmartWheels Tag — Location Troubleshooting Checklist

Ask these questions in order.

1. Is this the first time you're trying to get the Tag's location?

If YES:

Is Bluetooth enabled on your phone?

• Yes: Stay near the Tag and check its location in the SmartWheels app.

• No: Turn Bluetooth ON, then check the location again.

• Important: The Tag will not appear in your phone's Bluetooth device list. That's expected. Bluetooth simply needs to be enabled.

If NO: Continue to Question 2.

2. How long has it actually been since the last location update?

Ask for the approximate time of the last update and how long they have been waiting.

• The Tag normally updates approximately every 10 minutes.

• If the longer battery setting is enabled, it may update approximately every hour.

• If the expected interval hasn't passed yet, the Tag may simply not have checked in.

3. Where has the Tag/vehicle been since the last update?

Ask whether it has been:

• Moving

• Parked at home

• In a garage

• In a parking lot

• In a rural or low-traffic area

The Tag relies on nearby compatible phones to relay its location. If there are fewer phones nearby, an update may take longer.

4. What is the Tag's battery level?

Ask the customer to check the battery level shown in the SmartWheels app.

• Low/critical: Recommend replacing the battery.

• Normal: Continue to Question 5.

5. Has the expected update interval passed and is there still no new location?

If Bluetooth is enabled, the expected interval has passed, the battery is sufficient, and there should have been nearby phone traffic, collect:

• Screenshot of the Tag's location screen

• Approximate date/time of the last update

• Approximate location where the Tag was expected to update

• Whether the Tag was moving or parked

Then create/escalate a support ticket.

SmartWheels Support
📧 support@smartwheelsgps.com
📞 +1 (888) 246-2120
9 AM–9 PM EST

We'll follow up within 24 hours of the ticket being raised.