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Frequently Asked Questions

GENERAL QUESTIONS

What is petTracer and how is it different from other products?

petTracer is a GPS collar designed specifically for cats. The petTracer collar has all the electronics built within and weighs only 34g. As opposed to most other GPS devices on the market, the petTracer collar does not use cell phone technology but a combination of GPS, radio and Wi-Fi technology. The petTracer collar lasts over 10 times longer than any other GPS device on the market. Depending on the chosen settings (mode) it can last up to 30 days.

My cat already has a microchip, do I need petTracer?
Microchips are only useful once a cat has been found and scanned at either a rescue center or veterinary clinic. This can take days or weeks at best. With petTracer you can find where your cat is whenever you want. If your pet goes missing you can find it within minutes without the guesswork and worry.
Where can I buy petTracer?

petTracer is only sold directly from our website.

Will petTracer work anywhere in the world?
The technology of petTracer works anywhere in the world. However,  petTracer is currently only sold within the UK, the European Union and Switzerland. Please email us if you would like to purchase petTracer but live somewhere else.
Does petTracer work on other pets?

No. petTracer was specifically designed for cats and this is the reason why it works so well. Cats have very different behaviour patterns to dogs for instance and the algorithms that make petTracer such an effective collar would not work well.

Do I need a computer to use petTracer?

You don’t need a computer for everyday tracking as this can be done via the petTracer app or any browser. However, you need a computer for the initial setup which will connect the petTracer HomeStation to your Wi-Fi.

Can you guarantee I will find my cat at any time and any place?

No GPS device or collar can do this for certain. petTracer gives you the highest possible chance of finding your cat when you need to. With petTracer you will get to know your cat’s territory and favourite places. These are the locations where you would begin looking for your pet. Additionally, with our radio search technology you can even find your cat in places without GPS signal.

Will it work if my cat has an electronic flap key?

Yes! The petTracer collar and flap key will not interfere with each other.

Can my cat use the collar after applying flea treatment?

We recommend that you wait 24-36 hours before putting the collar back onto your cat after applying flea treatment as the ingredients in some brands may affect the material of the collar.

TECHNICAL QUESTIONS

Is petTracer waterproof?
petTracer is not officially certified as waterproof but it has been manufactured to withstand all kinds of weather conditions whilst your cat is wearing the collar. The collar should not be submerged in water for a long time and we advise to clean it only with a damp cloth.
Are they different sizes. Will petTracer fit my cat?

The petTracer collar comes with a safety buckle which opens when your cat applies a pulling force after getting caught up. If the collar is too loose for your cat he will get caught up unnecessarily causing the buckle to open and the collar to come off.

A loose collar also means that your cat might slip his jaw or paw through and the right pulling force cannot be applied for the safety buckle to open. It is therefore very important to fit the collar onto your cat properly. 

The collar has a minimum circumference of 21.5cm which can be reduced by around 2.5cm with an inlay band from our shop. Please measure your cat’s neck to check the size. You should allow no more than 1 finger space between the collar and your cat’s neck for a good fit and not pull the collar together beyond it’s natural shape. 

How long does the battery last exactly?

Our patented technology, SafeTrace, allows for up to 10 times more GPS positions per battery charge than most conventional GPS trackers. Depending on the mode you choose and the activity level of your cat, the collar can lasts up to 30 days.
The different modes explained:

FAST: GPS position every 10 minutes when cat is active and every 60 minutes when cat is inactive.
STANDARD: GPS position every 30 minutes when cat is active and every 3 hours when cat is inactive.
SLOW: GPS position every 4 hours when cat is active and every 24 hours when cat is inactive.
SEARCH: GPS position sent every 15 seconds regardless of cat’s activity.

How do you charge the collar and how long does it take?

The HomeStation provided with the Starter Kit will charge a collar within 2.5 hours. Email notifications can be set up online to remind you when the battery needs charging. We recommend charging the collar before the battery is flat to give you enough time to search for your cat should he go missing.

What is the HomeStation?

The HomeStation is needed for the petTracer collar to work and is included in the Starter Kit. It is used to charge the collar and acts as the radio signal receiver to forward your cat’s GPS coordinates to our servers, showing your cat’s position on the map.

Is Wi-Fi needed to use petTracer?
Yes, without a Wi-Fi connection the GPS coordinates of your cat cannot be forwarded from the HomeStation to the petTracer Server. The HomeStation needs to be connected to the internet either through a traditional Wi-Fi router or a mobile phone’s hotspot.
How is GPS different from Radio Search?

petTracer offers a unique product by combining two search technologies in one. GPS is the usual method and is often sufficient on its own. However, as GPS does not work inside buildings, only a collar with radio search ability will be able to help. To use petTracer’s Radio Search you make the HomeStation mobile. Starting from the last known GPS position the app will then guide you in which direction to walk in, similar to a game of hot and cold. You will need internet from your mobile phone via hotspot and a power bank which is not included.

What is the range of petTracer?

The collar has a range of around 500 metres depending on the type of area you live in. The coverage is automatically extended with a second HomeStation, be this one you own or someone else’s HomeStation.

Can the range be extended?
Yes. Every HomeStation will pick up and pass along all collar signals within range. The signals are encrypted and can only be seen by the owner of the collar. The more HomeStations there are in an area, the greater the coverage.
What do I do if my cat goes out of range?

This can happen and usually your cat will return home safely. The collar can store up to 70 GPS positions and you will be able to see where your cat has been. In case of an emergency the HomeStation can also be made “mobile”. This is achieved by configuring your HomeStation with your mobile phone hotspot and connecting it to a power bank (not included). You can now walk around with your HomeStation and power bank. Start your search at the last known position or by walking along the border of your cat’s natural territory.

How does the petTracer system work?
  1. The petTracer cat collar receives the GPS coordinates from the GPS satellites.
  2. The coordinates are then transmitted from the collar to your HomeStation.
  3. The HomeStation forwards the coordinates through the internet connection to the petTracer server.
  4. The server places your cat’s position on the map which can be accessed remotely from your smartphone, computer or tablet.
Do I need a complete petTracer starter kit for each additional cat?

No. One HomeStation can serve up to 5 collars. However, we recommend a second HomeStation if you own more than 2 collars to make charging of the collars easier and more efficient. Only one collar can be charged at the time.

SAFETY

How harmful is cell phone radiation for my cat?

The petTracer GPS cat collar does not generate cell phone radiation. Instead it uses a radio signal comparable to a baby monitor which has an approximately 100 times lower radiation levels than a cell phone signal. petTracer was made from the ground up to be a very safe option for your cat. Although there are no conclusive studies on the effects of prolonged cell phone radiation, we decided not take any risks.

Does the collar come with a safety buckle?

Yes, safety first! petTracer includes a standard safety buckle which automatically opens should your cat ever get into trouble. However, with petTracer your cat will seldom get stuck, as all the electronics are fitted within the collar, making it a very safe option for adventurous cats.

SUBSCRIPTION

Why do I need a subscription to use petTracer?

A subscription to the portal is required for every petTracer collar.

This subscription pays for the digital map, server infrastructure and third party fees.

How much is the subscription?

Outright purchase:

With the outright purchase of a petTracer Set you also need to pay a  subscription to access the Portal.

Subscription Basic covers a single collar and costs £109 per year.

Subscription Plus covers up to five collars and costs £218 per year.

Payment plans:

With our 12 and 24 month payment plans, access to the portal is included in the monthly payments for the relevant duration. After the 12 or 24 payments have been completed, you own the petTracer hardware outright and you can purchase a subscription as described above for outright purchases.

When do I purchase the subscription?

If you purchase a petTracer Set outright it will be shipped right away. The subscription to access the portal can be purchased at any time.

If you have selected the 12 or the 24 month payment plan, you need to set up the monthly subscription before the Hardware can be shipped.

Do you offer discounts on the subscription for more than one collar?

You are able to control up to 5 collars with one Home Station without paying more to access the portal. A Subscription Plus covers up to 5 collars.

How do I cancel my subscription?

You will receive an email from us 14 days before your subscription comes to an end, with options on how to continue. If you are on the 12 or 24 month payment plan and the relevant period is now over, you are eligible for cheaper portal access as per the outright purchase option.

If you wish to cancel your subscription at this point, please contact us on support@pettracer.com

Please note that we do not offer refunds should you decide to discontinue with petTracer before the end of the subscription period.

SUPPORT

Where can I get customer support?

Please visit https://portal.pettracer.com/support for support documentation or email us at support@pettracer.com

Can I return my petTracer?

Can I return my petTracer?
We understand that on occasion a collar needs to be returned. Our official cancellation period is 14 days from the day you receive your goods. This is as per the Consumer Contract Regulation which allows a further 14 days from the date you notify the retailer that you’d like to cancel your order to return the goods to them. We would like you to take your time to understand how petTracer works. Should you have any questions, please do not hesitate to contact us. hello@pettracer.com

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