FAQ
Device and App
How do I activate TrackiPet ?
When you receive your device, download the TrackiPet App from the App Store or Google Play. Create an account and follow the activation instructions. Look for the quick start guide in the box for more.
How do I charge my TrackiPet ?
A magnetic, two-pin USB charging adapter is included with your device for convenient charging.
Kindly ensure a direct connection to the power source, without any adapters.
Why do I need the TrackiPet App?
The TrackiPet App is where you can view your dog’s location. It also allows you to activate the TrackiPet device, manage your subscriptions and billing, manage your PetRings, and use the Treats feature.
Do I need to buy a SIM card for my TrackiPet?
No. The TrackiPet device contains an embedded SIM card and the subscription plans cover all communication and data features.
How many TrackiPet devices can I add to my TrackiPet App account?
You can link as many TrackiPet devices to your account as you want. Each device requires a separate subscription plan.
What do the lights on my TrackiPet mean?
- After pressing the power button for 3 seconds; all lights, followed by solid green – TrackiPet is starting up.
- Pulsing red – TrackiPet is activating.
- After pressing the power button for 3 seconds; solid red – TrackiPet is powering off.
- Quick flashing green – TrackiPet is in real-time tracking mode.
- Flashing red – TrackiPet’s battery level is low.
- After a single press of the power button; green – TrackiPet is on and connected to a network.
- After a single press of the power button; red – TrackiPet is on and not connected to a network.
- Flashing with a blue light – TrackiPet is in Battery saver mode.
While your TrackiPet is charging:
- Steady red – TrackiPet is charging and is not yet full.
- Steady green – TrackiPet has reached full charge.
- All lights sequentially – Firmware update is in progress.
- All lights on and steady – Firmware has been updated.
What are the tracking modes and how do they work?
TrackiPet has 4 different tracking modes to choose from:
- Normal tracking mode – Sends locations based on your preferred settings.
- Battery saver mode – To conserve battery, location updates and alerts are paused when your pet’s device is at home Wi-Fi network. They automatically resume when out of range.
- Tap-to-Locate Mode – Hitting the update button shows live location. Extending updates can boost battery life up to 6x.
- Live tracking mode – Location updates in real time for 15 min limited to 15 time in a day, operated in manual by button on the map.
How long does TrackiPet's battery last?
TrackiPet battery lasts for up to 14 days (depends on mode of operations and cellular connection).
TrackiPet Mini battery lasts for up to 7 days (depends on mode of operations and cellular connection).
You can see the battery status of your device in the TrackiPet App.
What is real-time tracking and how does it work?
When you activate real-time tracking from the TrackiPet App, your personal device receives location updates from your dog’s tracker every 3-5 seconds. Please note that real-time tracking works for a maximum of 15 minutes at a time and will drain your tracker’s battery life more quickly.
Is TrackiPet waterproof?
TrackiPet has an IP67 waterproof rating, which means it can withstand immersion in water up to a depth of 1 meter for up to 30 minutes.
Why SOS button doesn’t work?
There are several possible reasons:
- The tracker is in Battery saver mode – SOS button is blocked if the tracker is in Battery Saver Mode.
- The tracker connecting via Bluetooth now – while tracker connecting via Bluetooth (near your smartphone).
How to exit Battery saver mode?
Please note that Battery saver mode automatically turns off when the device is out of home Wi-Fi network range or in charge. To disable it instantly, simply connect the device to the charger.
To turn off Battery saver mode manually:
- Go to the tracker’s mode settings and turn off toggle next to the Battery saver mode
- You need to wake up your pet’s device. Press and hold the power button for about 4 seconds, until you see a quick flash of green light.
Purchasing
Where can I buy TrackiPet?
You can order TrackiPet from www.TrackiPet.com. We ship internationally from the US.
Do I need to buy a subscription?
Most TrackiPet features – location tracking, PetRings, geofencing, and more – are only functional with a subscription plan. Apart from the Treats, you will not be able to access any features without purchasing and renewing your subscription plan.
How can I buy a subscription?
When you purchase your device on TrackiPet.com, you’ll be asked to select your subscription plan before adding the device to your shopping cart. Upon completion of your purchase, you’ll receive a subscription activation code. You’ll be prompted to enter it to complete activation when you create your profile in the TrackiPet App.
If you purchase your device from one of our resellers, you’ll need to buy a subscription on the TrackiPet App in order to activate it.
Can I change the shipping address?
The shipping address cannot be changed once the product has shipped. We will let you know when your order has shipped via a confirmation email.
How can I view my order history and status?
You can check your order details, status, and subscription activation code by signing into your account on www.TrackiPet.com.
Do I have to pay import taxes and duties?
Orders are shipped from a warehouse in the US. VAT payment and/or import fees may be applicable for customers outside of the US.
Do I need to buy a SIM card for my TrackiPet?
No. The TrackiPet device contains an embedded SIM card and the subscription plans cover all communication and data features.
Billing
Do I need to buy a subscription?
Most TrackiPet features – location tracking, PetRings, geofencing, and more – are only functional with a subscription plan. Apart from the Treats, you will not be able to access any features without purchasing and renewing your subscription plan.
Will my subscription be renewed automatically?
Your subscription plan is set to auto-renew by default. If you want to cancel your subscription, please contact our support team.
Can I change my form of subscription payment?
Yes. You can change your form of payment through the TrackiPet App or by contacting our support team.
Can I change my subscription plan?
You can upgrade to a longer-term plan at any time. Note that our long-term plans offer the best value and upgrading will earn you savings. Other changes can be made before each new billing cycle. Please contact our support team for more information.
Troubleshooting
My TrackiPet is not charging. What do I do?
If TrackiPet’s battery is completely depleted, it can take a bit longer to reach an initial charge level. Keep TrackiPet plugged in for a few minutes until you see the steady amber light. If you’re still having trouble, please contact our support team.
How do I restart my TrackiPet?
Press and hold the button for 5 seconds to power off the device. Press and hold for another 8 seconds to power it on again.
My TrackiPet is not sending location updates and not responding to the 'send beep' command from the app. What could be wrong?
There are several possibilities
- The device is off – Check if the device responds to a short button press. An LED light should flick on.
- The device is on but was offline for an extended period of time – If the App indicates that your device is Shut down, activate the ‘send beep’ command. The device should start communicating shortly.
- The device is in Battery saver mode – Battery saver mode is on and your dog is probably indoors and in the proximity of a known WiFi network. The device should resume location updates when your dog goes outside.
- The device is on but location updates are Off – Check location updates setting, it may be Off.
- The device is on but not responding to the ‘send beep’ command – Please contact our support team.
How do I unlink a device from my account?
To protect your privacy, you will need to contact our support team to remove a device from your account. Because TrackiPet is a tracking device, we do not allow users to remove devices from one account and then add them to others.
