Votes:
The following information refers to Carv 1. Check out our groundbreaking new sensor, Carv 2, here.
If you are experiencing problems with your Carv unit, please start by seeing if the following steps resolve your issue:
Make sure you are running the latest version of the Carv app and download the update if necessary
Check that you have downloaded the latest software update for your phone
Firm close the app and restart it
Restart your phone
If you are still experiencing problems please look for your specific battery pack issue below and follow the suggested troubleshooting steps.
I can’t pair my battery packs
For a reminder of how to pair your battery packs please see this article:
How to pair and unpair your trackers
If you are still struggling to pair your battery packs please try the below steps:
Please ensure they are fully charged
Make sure you have switched on bluetooth on your phone
Completely close the app and restart your phone
Open the Carv app, and follow the steps to pair your battery packs
If the app still isn’t pairing with the battery packs, please get in touch with the team who will be able to help.
My battery packs are stuck on updating firmware
If you are unable to pair your battery packs because they are stuck on updating firmware you will need to follow the steps below:
Select the three dots found at the bottom right-hand corner of your screen
Once there, select the “Setup Carv" tab at the top of your screen
Select "Setup Left"/"Setup Right"
Click on the three dots/cog icon in the bottom right hand corner of the screen
Click 'Unpair' then "Both"
Click on the three dots/cog icon in the bottom right hand corner again
Select "Recover"
If you’re still experiencing firmware issues, please try on another device, if you have access to one. Successfully updating the firmware first on another device may resolve the updating issues on your own device.
My battery packs are flashing red while charging
This can be resolved by resetting your battery packs. Please try the following:
Select the three dots found at the bottom right-hand corner of your screen
Once there, select the “Carv setup" tab at the top of your screen
Select "Setup Left"/"Setup Right"
Click on the "Pair" tab
Click on the three dots/cog icon in the bottom right hand corner of the screen
Select "Reset"
Please note that you will only be able to see this reset option if your battery pack is paired to your phone
This will reset your battery packs and the lights should now behave as expected. If your battery pack continues to flash red, please contact us using one of the methods at the bottom of this page.
My Carv battery packs keep disconnecting from my phone
The human body can sometimes act as a source of interference for bluetooth signals. If your batteries are frequently disconnecting from your phone, we recommend you try moving your phone to a different pocket so that it has a clear line of sight to the battery packs. For example, we suggest carrying your phone in a front chest pocket and having the trackers at the 10 o’clock and 2 o’clock positions on your boots.
If you are using Bluetooth headphones and multiple devices are connected to your phone via Bluetooth, you may need to disconnect some of these. This is to avoid a Bluetooth overload, which reduces the capacity for products to perform as expected and can cause your battery packs to disconnect from your phone.
We also recommend that you try toggling your Bluetooth on and off on your phone. If you are using an Android device you should also try clearing your Bluetooth Cache and then repairing your battery packs. For instructions on how to clear you Bluetooth Cache please see our article here.
Contact us
CARV APP
The fastest way for us to help you is through the Carv App. From here we can help you with any questions or issues you have by reviewing your session data and providing troubleshooting steps directly in the App.
LIVE CHAT
Alternatively get in touch with us via Live Chat below.
Our working hours (9am - 1:30pm ET, or 9:30am-5:30pm BST).
For purchase or product assistance, please contact us through the app as it allows us to support you more efficiently.
If you would prefer to email: support@getcarv.com
For business and partner enquiries: partner@getcarv.com
For career and application queries: join@getcarv.com
PHONE
United Kingdom
+44 (0) 20 4571 9678
9:30am - 5:30pm (BST), Mon-Fri
United States
+1 239 366 2909
9am - 1:30pm (ET) , Mon-Fri
