Hey @StefaniaZTA. Great to see you in the Community! 🙂
You might have already tried some of the things that I'm about to suggest but if you haven't tried any, please do and let me know how it goes. The things I can thin lf are the following:
-Try restarting your tracker. Depending on the one that you have, click here for the instructions on how to do it.
-Try restarting your phone, make sure it goes all the way off and once it's back on, try to get your tracker to sync.
-Turn off the bluetooth and turn it back on.
-Uninstall and reinstall the app
-Set up your tracker as a new device by following these instructions.
Hope this helps and let me know if you need any more help.
Ferdin | Community Moderator,
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