Since the Tag relies on nearby phones passing by to relay its location — rather than its own constant connection — there are a few different reasons an update might be delayed or missing. Here's how to narrow it down.

1. Check how long it's actually been

The Tag reports on an interval (every 10 minutes by default, or every hour if you've switched to the longer battery setting). A gap shorter than your set interval isn't a problem — it just hasn't checked in yet. Confirm what interval you're on and how long it's actually been since the last update before troubleshooting further.

2. Consider whether there were phones nearby to relay it

Because the Tag needs a compatible phone to pass by and relay its location, updates can lag in:

• Remote or rural areas with little foot or vehicle traffic
• Overnight or off-hours, when fewer people are out and about
• Very low-traffic parking areas (e.g., a private garage or an empty lot)

If the vehicle was in one of these situations, a longer-than-usual gap is expected — it should update again once it crosses paths with a nearby device.

3. Check the Tag's battery level

A low or dead Tag battery will stop reporting altogether. Check the battery level shown in the app — if it's critically low, that's the most likely explanation for a stalled location.

Still no update after checking these?

If the Tag has plenty of battery, the vehicle has been somewhere with normal foot/vehicle traffic, and it's still not updating — let us know and we'll dig into it from our side:

• Screenshot of the location screen in the app
• Approximate date/time and location where the vehicle was last expected to update

📧 support@smartwheelsgps.com 📞 +1 (888) 246-2120 — 9am–9pm EST

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