{"id":13,"date":"2024-05-11T05:07:35","date_gmt":"2024-05-11T05:07:35","guid":{"rendered":"https:\/\/trackipet.ca\/?page_id=13"},"modified":"2024-05-13T07:13:41","modified_gmt":"2024-05-13T07:13:41","slug":"frequently-asked-question","status":"publish","type":"page","link":"https:\/\/trackipet.ca\/?page_id=13","title":{"rendered":"Frequently Asked Question"},"content":{"rendered":"<!-- wp:themify-builder\/canvas \/-->","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-13","page","type-page","status-publish","hentry","has-post-title","has-post-date","has-post-category","has-post-tag","has-post-comment","has-post-author",""],"builder_content":"<section>\n<h3 role=\"heading\" data-uw-rm-heading=\"level\" aria-level=\"2\">Frequently asked question<\/h3>\n<\/section>\n<h2 id=\"category-template--21367059284257__faq-dee3b0e3-3cb6-49e7-880e-def63db2bd3f\">TrackiPet Device and App<\/h2>\n<ul><li><h4>How do I activate TrackiPet?<\/h4><p>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 information.<\/p><\/li><li><h4>How do I charge my TrackiPet?<\/h4><p>A magnetic, two-pin USB charging adapter is included with your device for convenient charging.<\/p><\/li><li><h4>Why do I need the TrackiPet App?<\/h4><p>The TrackiPet App is where you can view your dog\u2019s location. It also allows you to activate the TrackiPet device, manage your subscriptions and billing, manage your PetRings, and use the Treats feature.<\/p><\/li><li><h4>Do I need to buy a SIM card for my TrackiPet?<\/h4><p>No. The TrackiPet device contains an embedded SIM card and the subscription plans cover all communication and data features<\/p><\/li><li><h4>How many TrackiPet devices can I add to my TrackiPet App account?<\/h4><p>You can link as many TrackiPet devices to your account as you want. Each device requires a separate subscription plan.<\/p><\/li><li><h4>What do the lights on my TrackiPet mean?<\/h4><ul> <li><strong>After pressing the power button for 3 seconds; all lights, followed by solid green\u00a0<\/strong>\u2013 TrackiPet is starting up.<\/li> <li><strong>Pulsing white<\/strong>\u00a0\u2013 TrackiPet is activating.<\/li> <li><strong>After pressing the power button for 3 seconds; solid amber \u2013<\/strong>\u00a0TrackiPet is powering off.<\/li> <li><strong>Quick flashing white\u00a0<\/strong>\u2013 TrackiPet is in real-time tracking mode.<\/li> <li><strong>Flashing amber<\/strong>\u00a0\u2013 TrackiPet\u2019s battery level is low.<\/li> <li><strong>After a single press of the power button; green\u00a0<\/strong>\u2013 TrackiPet is on and connected to a network.<\/li> <li><strong>After a single press of the power button; amber\u00a0<\/strong>\u2013 TrackiPet is on and not connected to a network.<\/li> <\/ul> <p>While your TrackiPet is charging:<\/p> <ul> <li><strong>Steady amber\u00a0<\/strong>\u2013 TrackiPet is charging and is not yet full.<\/li> <li><strong>Steady green\u00a0<\/strong>\u2013 TrackiPet has reached full charge.<\/li> <li><strong>All lights sequentially<\/strong>\u00a0\u2013 Firmware update is in progress.<\/li> <li><strong>All lights on and steady\u00a0<\/strong>\u2013 Firmware has been updated<\/li> <\/ul><\/li><li><h4>What are the tracking modes and how do they work?<\/h4><p>TrackiPet has 4 different tracking modes to choose from: Power Save, Everyday, Performance, and Real-Time Tracking. They determine location update intervals and battery life. You can change between modes from the TrackiPet App.<\/p><\/li><li><h4>How often is my dog\u2019s location updated in each of the tracking modes?<\/h4><p><strong>Power Save Mode<\/strong>\u00a0\u2013 every 2 hours\u00a0<\/p> <p><strong>Everyday Mode<\/strong>\u00a0\u2013 every 30 minutes\u00a0<\/p> <p><strong>Performance Mode<\/strong>\u00a0\u2013 every 5 minutes\u00a0<\/p> <p><strong>Real-Time Tracking<\/strong>\u00a0\u2013 every 3-5 seconds\u00a0<\/p> <p>All modes are subject to network connectivity.<\/p><\/li><li><h4>How long does TrackiPet\u2019s battery last in each of the tracking modes?<\/h4><p>TrackiPet\u2019s battery lasts for up to 7 days depending on usage and the tracking mode it\u2019s set to.\u00a0<\/p> <p><strong>Performance Mode<\/strong>\u00a0\u2013 up to 3 days\u00a0<\/p> <p><strong>Everyday Mode<\/strong>\u00a0\u2013 up to 5 days\u00a0<\/p> <p><strong>Power Save Mode<\/strong>\u00a0\u2013 up to 7 days\u00a0<\/p> <p>You can see the battery status of your device in the TrackiPet App.<\/p><\/li><li><h4>What is real-time tracking and how does it work?<\/h4><p>When you activate real-time tracking from the TrackiPet App, your personal device receives location updates from your dog\u2019s 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\u2019s battery life more quickly.<\/p><\/li><li><h4>Is TrackiPet waterproof?<\/h4><p>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.<\/p><\/li><\/ul>\n<h2 id=\"category-template--21367059284257__faq-dee3b0e3-3cb6-49e7-880e-def63db2bd3f\">Purchasing<\/h2>\n<ul><li><h4>Where can I buy TrackiPet?<\/h4><p>You can order TrackiPet from our website. We ship internationally from the US.<\/p><\/li><li><h4>Do I need to buy a subscription?<\/h4><p>Most TrackiPet features\u2014location tracking, PetRings, geofencing, and more\u2014are 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.<\/p><\/li><li><h4>How can I buy a subscription?<\/h4><p>When you purchase your device on TrackiPet.com, you\u2019ll be asked to select your subscription plan before adding the device to your shopping cart. Upon completion of your purchase, you\u2019ll receive a subscription activation code. You\u2019ll be prompted to enter it to complete activation when you create your profile in the TrackiPet App.<\/p> <p>If you purchase your device from one of our resellers, you\u2019ll need to buy a subscription on the TrackiPet App in order to activate it.<\/p><\/li><li><h4>Can I change the shipping address?<\/h4><p>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.<\/p><\/li><li><h4>How can I view my order history and status?<\/h4><p>You can check your order details, status, and subscription activation code by signing into your account on TrackiPet.com.<\/p><\/li><li><h4>Do I have to pay import taxes and duties?<\/h4><p>Orders are shipped from a warehouse in the US. VAT payment and\/or import fees may be applicable for customers outside of the US.<\/p><\/li><li><h4>Do I need to buy a SIM card for my TrackiPet?<\/h4><p>No. The TrackiPet device contains an embedded SIM card and the subscription plans cover all communication and data features.<\/p><\/li><\/ul>\n<h2 id=\"category-template--21367059284257__faq-dee3b0e3-3cb6-49e7-880e-def63db2bd3f\">Billing<\/h2>\n<ul><li><h4>Do I need to buy a subscription?<\/h4><p>Most TrackiPet features\u2014location tracking, PetRings, geofencing, and more\u2014are 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.<\/p><\/li><li><h4>Will my subscription be renewed automatically?<\/h4><p>Your subscription plan is set to auto-renew by default. If you want to cancel your subscription, please contact our support team.<\/p><\/li><li><h4>Can I change my form of subscription payment?<\/h4><p>Yes. You can change your form of payment through the TrackiPet App or by contacting our support team.<\/p><\/li><li><h4>Can I change my subscription plan?<\/h4><p>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.<\/p><\/li><\/ul>\n<h2 id=\"category-template--21367059284257__faq-dee3b0e3-3cb6-49e7-880e-def63db2bd3f\">Troubleshooting<\/h2>\n<ul><li><h4>My TrackiPet is not charging. What do I do?<\/h4><p>If TrackiPet\u2019s 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\u2019re still having trouble, please contact our support team.<\/p><\/li><li><h4>How do I restart my TrackiPet?<\/h4><p>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.<\/p><\/li><li><h4>My TrackiPet is not sending location updates and not responding to the 'send beep' command from the app. What could be wrong?<\/h4><p>There are several possibilities:<\/p> <ul> <li><strong>The device is off<\/strong>\u00a0\u2013 Check if the device responds to a short button press. An LED light should flick on.<\/li> <li><strong>The device is on but shut down<\/strong>\u00a0\u2013 If the App indicates that your device is shut down, activate the 'send beep' command. The device should start communicating shortly.<\/li> <li><strong>The device is on but doesn't send location updates<\/strong>\u00a0\u2013 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.<\/li> <li><strong>The device is on but not responding to the 'send beep' command<\/strong>\u00a0\u2013 Please contact our support team.<\/li> <\/ul><\/li><li><h4>How do I unlink a device from my account?<\/h4><section> <p>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.<\/p> <\/section><\/li><\/ul>","_links":{"self":[{"href":"https:\/\/trackipet.ca\/index.php?rest_route=\/wp\/v2\/pages\/13","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/trackipet.ca\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/trackipet.ca\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/trackipet.ca\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/trackipet.ca\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=13"}],"version-history":[{"count":96,"href":"https:\/\/trackipet.ca\/index.php?rest_route=\/wp\/v2\/pages\/13\/revisions"}],"predecessor-version":[{"id":799,"href":"https:\/\/trackipet.ca\/index.php?rest_route=\/wp\/v2\/pages\/13\/revisions\/799"}],"wp:attachment":[{"href":"https:\/\/trackipet.ca\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=13"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}