Tractive Customer Service — Expert Guide

Overview and channels

Tractive (tractive.com), founded in 2012 and headquartered near Linz, Austria, is a market-leading provider of GPS trackers for pets. Their customer service model is built primarily around self-service knowledge, in-app support and ticket-based technical assistance. The company emphasizes fast response for activation and billing issues because those are the most time-sensitive for pet owners.

Official online support is consolidated at help.tractive.com where you will find device guides, coverage maps and troubleshooting articles. Tractive also supports customers via the in-app chat (available in the iOS and Android apps) and via an online contact form; phone support is not generally provided to all retail customers, so using the help center and in-app channels gives the shortest resolution times.

Support availability, languages and response times

Tractive’s knowledge base is available 24/7 and is the quickest path for routine tasks (activation, subscription changes, coverage lookup). Live chat within the app and the web contact form are typically staffed during European business hours; for English requests, response times by chat are usually measured in minutes during staffed hours, while email/ticket responses are commonly returned within 24–48 hours depending on complexity.

Support is provided in English and several major European languages; for requests outside staffed hours the help center remains accessible and you can attach logs/screenshots to a ticket so the first human responder has diagnostic data immediately. If you have an urgent lost-pet situation, use Live Tracking in the app while simultaneously opening a support ticket so technical staff can prioritize the case.

Subscriptions, billing and practical costs

Tractive GPS devices require a cellular subscription because the tracker contains an embedded SIM that uses mobile networks to send location data. As of 2024 typical device retail prices range roughly from €50–€150 (or about $55–$160 USD) depending on model and promotions; subscription plans vary by billing term and coverage. Monthly plans commonly start in the low single-digit euro/dollar range if billed annually and are higher if billed month-to-month—expect examples in the approximate range of €4–€9 per month equivalent.

For billing issues (charges, payment method updates, refunds and cancellations) the support process is ticket-based: provide your order number or subscription ID, the email tied to the account, and the last four digits of the payment card if requested. EU consumer protections apply for purchases inside the EU, and Tractive’s support will direct you to the exact refund and cancellation policy relevant to your purchase; always keep your invoice or order confirmation for the fastest resolution.

Technical support: activation, diagnostics and GPS accuracy

Activation and basic diagnostics are the most common technical requests. Typical steps that resolve >80% of activation problems are: ensure the device is charged, place it outdoors with a clear sky view for 5–10 minutes, confirm the tracker LED status per the device manual, and open the Tractive app to complete the activation flow. If the tracker shows “No signal,” check the app’s coverage map and the subscription status to ensure the embedded SIM is active.

GPS accuracy depends on device firmware, local cellular coverage and view of the sky. Tractive uses assisted GPS and multi-network SIMs to improve performance; in open outdoor conditions you can expect location accuracy often within 5–20 meters, while dense urban canyons or indoor locations will be less accurate. When requesting technical help, include firmware version, last known coordinates and timestamps — this information accelerates root-cause analysis by support staff.

Step-by-step troubleshooting checklist

• Confirm tracker battery level and charge for at least 30 minutes; verify charger and cable function with a second device.
• Place tracker outdoors for 5–10 minutes and check Live Tracking; note any time-to-first-fix (TTFF) and share timestamps with support.
• Check subscription status in the app (Active/Expired); if expired, renew then test again—embedded SIM will reactivate within minutes once payment is processed.
• If “no network” persists, collect device ID (IMEI or Tracker ID shown in app), last successful coordinates, and screenshots of the error screens before opening a ticket.
• Update app and device firmware when prompted; many fixes are delivered via firmware updates that require 5–15 minutes to install and a restart of the tracker.

Warranty, repair and replacements

Under EU law, consumer electronics generally carry a 24‑month legal warranty; Tractive’s warranty and return policies align with regional requirements and the company publishes specific warranty periods and procedures per country on their site. Warranty claims typically require proof of purchase (order number or invoice), device serial/IMEI and a description or photos of the defect.

Repair or replacement workflows are handled via a support ticket: after initial diagnostics, Tractive will instruct you how to ship a defective unit (if required), or will issue an RMA/replacement. Turnaround times vary but plan for 7–21 business days including shipping. Lost or intentionally removed trackers are usually not covered; enable Crowd GPS and sharing in the app to maximize recovery chances before contacting support.

How to contact support efficiently — what to include

When you open a ticket, include concise, actionable information so support can act without back-and-forth. Poorly documented requests are the primary cause of multi-day delays; providing the right fields up front reduces average resolution time by more than 50%.

• Order number and purchase date (from your invoice), or subscription ID.
• Tracker ID / IMEI / serial number (visible in the app under device settings).
• Account email and phone number tied to your Tractive account.
• Exact timestamps and GPS coordinates for last successful and failed locations, plus screenshots or short screen-recordings showing the issue.
• Firmware version (device settings), app version and device OS (iOS/Android and version number).
• Steps you already took (full checklist), and your expected outcome (refund, replacement, activation help, etc.).