Frequently Asked Questions
What is petTracer and how is it different from other products?
My cat already has a microchip, do I need petTracer?
Where can I buy petTracer?
Will petTracer work anywhere in the world?
Does petTracer work on other pets?
Do I need a computer to use petTracer?
Can you guarantee I will find my cat at any time and any place?
Will it work if my cat has an electronic flap key?
Is petTracer waterproof?
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?
The different modes explained
- FAST: GPS position sent every 10 minutes when cat is active and every 60 minutes when cat is not active.
- STANDARD: GPS position sent every 30 minutes when cat is active and every 3 hours when cat is not active.
- SLOW : GPS position sent every 4 hours when cat is active and every 24 hours when cat is not active.
- SEARCH: GPS position sent every 15 seconds regardless of cat’s activity.
How do you charge the collar and how long does it take?
What is the HomeStation?
Is Wi-Fi needed to use petTracer?
How is GPS different from Radio Search?
petTracer offers a unique product by combining two search technologies in one. GPS is the preferred 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 what direction to walk 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?
Can the range be extended?
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. We are currently developing a more user-friendly app for smartphones which will be available to download soon.
How does the petTracer system work?
- The petTracer cat collar receives the GPS coordinates from the GPS satellites.
- The coordinates are then transmitted from the collar to your HomeStation.
- The HomeStation forwards the coordinates through the internet connection to the petTracer server.
- 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.
How harmful is cell phone radiation for my cat?
Does the collar come with a safety closure?
Why do I need a subscription to use petTracer?
A subscription to the portal is required for every petTracer collar.
This subscription part pays for the digital map, server infrastructure and third party fees.
How much is the subscription?
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 £90 per year.
Subscription Plus covers up to five collars and costs £180 per year.
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 have purchased a petTracer Set outright, you own the Hardware and it will be shipped right away. You will need to buy a subscription to access the portal which you can purchase at any time.
If you have selected one of our payment plans, 12 or 24 months, you need to activate the monthly subscription right away. Your set will be shipped as soon as you have done so.
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 from 2 to 5 collars.
How do I cancel my subscription?
Please note that we do not offer refunds should you decide to discontinue with petTracer before the end of the subscription period.
Where can I get customer support?
Please visit https://portal.pettracer.com/support for support documentation or email us at email@example.com