If your Tracker Luna does not charge, or charging stops on its own, please go through the steps below before contacting support. Most charging problems are solved by one of the first three steps.
1. Press the charging cable firmly into place
The magnetic charging cable has to be pushed in until it locks and makes electrical contact. The magnets alone are not always enough — especially with a brand new cable, which can feel stiff for the first few uses.
Press the cable firmly against the device with your thumb and check that the charging LED lights up.
2. Clean the charging contacts
The magnets in the charging port attract fine iron dust and dark magnetic sand, which is common on trails, in sand and near water. A layer of dust can prevent proper contact.
Wipe both the charging port on the collar unit and the end of the cable with a dry cloth or with your finger, then reconnect. Check the cable end too — the magnet there is exposed and usually collects the most dust.
3. Use a USB-A port on your charger
- Magnetic charging port: works with both USB-A and USB-C charger ports.
- USB-C port on the device (under the cover): use the USB-C-to-USB-A adapter that came with your Luna, plugged into a USB-A port on your charger. A direct USB-C-to-USB-C connection does not charge the Luna.
The USB-C port under the cover is primarily intended for service diagnostics and should only be used when necessary. We recommend charging with the original magnetic cable and a high-quality, CE-approved charger. Please note that a charger is not included in the product package.
4. Reconnect the charger after a longer charging attempt
- Leave the device on the charger for about an hour.
- Remove the charging cable, wait about 20 seconds, then reconnect it.
- If the LED still does not start blinking, please contact support — there may be a fault in the battery.
5. Check the charging LED
On firmware versions 00.07.00–00.08.00 the charging LED may fail to light up even when the device is connected. This was fixed in firmware version 00.10.00 — please make sure your device is running the latest firmware. See Tracker Luna - Firmware version update and release notes.
Still not charging?
Please contact our customer support with the following information:
- Your Luna device ID or IMEI
- Whether charging works through the magnetic port, the USB-C port, or neither
- What charger and charger port you are using (USB-A or USB-C)
- Whether the charging LED lights up at all
If the problem is in the charging cable, we will send you a replacement cable free of charge, together with a return card so you can send the faulty cable back to us. Please do return it — our hardware team examines every returned cable, and these samples are how we find and fix the root cause.
If a new cable does not solve the problem, the device needs to be sent in for service. Our support team will guide you through the service request.