Pintrac Pet Tracker FAQs

What is the monthly cost of the Pintrac Pet Tracker plan?
$5 per month. Please note, the Pintrac Pet Tracker must be added to a new or existing Metro® by T-Mobile account with at least one phone line established.

Do I have to sign up for a data plan to use the device if I just want active monitoring (health tracker)?
The device requires a cellular network to communicate with the Pintrac application.

What is needed for my Pet Tracker to work?
Your Pet Tracker requires the following:

• A subscription plan with a phone number/li>
• A WiFi network to set up Safe Zones
• Then enter your Name, Email Address, Claim Number and Mobile Phone Number
• Apple iOS or Android device

What phone number is the Pintrac app asking me to enter?
The Pintrac app needs the phone number of the Pet Tracker itself. This number is assigned during activation. Please do not enter a bogus number or your own phone number, or your Pet Tracker will not work correctly. If you do not know your tracker phone number, please visit your local store or contact customer care by dialing 611.

I powered on my tracker, but the app cannot seem to find my tracker.
The tracker uses Bluetooth to transmit the device details to the app; ensure Bluetooth is enabled on your mobile phone. Scanning for your tracker may take a few minutes. If you are still having problems, take out the battery, reinsert it and try again.

I powered on my tracker, but it keeps showing offline.
Please make sure your tracker battery is fully charged. The tracker may turn on briefly if the battery is critically low, but it will not have enough power to connect to the network and register with the server. Make sure you have properly added your tracker’s phone number during the setup process. Once you add your tracker, you should power your tracker off/on so the tracker can register the new tracker with your account. Also, if the tracker has not reported into the server for 48 hours, it will show offline in the app.

I cannot seem to find my tracker when attempting to add to My Trackers.
Before you attempt to add your Pet Tracker, please make sure your battery is fully charged and Bluetooth is enabled on your smartphone. Make sure that your tracker is powered on and ready. When you first power on your tracker, the LEDs will turn green. Once the green lights turn off, your tracker is ready to be connected to the Pintrac app. Your tracker will not be available for discovery until the green LEDs have shut off. Once your tracker is in a ready state, scanning may take one to two minutes.

What is a Safe Zone?
A Safe Zone is a virtual perimeter where your pet resides. Create zones using WiFi that will automatically alert you when the tracker enters or leaves your Safe Zone.

Do I need to set up a Safe Zone?
It is highly recommended you set up a Safe Zone. Setting up a Safe Zone will increase your battery life. Without setting up a Safe Zone, your Pet Tracker will last less than one day.

How many Safe Zones can I create?
You can create multiple Safe Zones. You can create a single Safe Zone that includes multiple WiFi networks. This could be a router and an extender in your home. You can also create multiple Safe Zones at different locations.

I often get Safe Zone alerts even though my pet is inside my house.
The Safe Zone is defined by the signal of your current WiFi network. If you have weak or dead spots in your house, you may receive false alerts. Also, WiFi signals can fluctuate or have interference. If you are seeing unexpected alerts, resetting your router may help.

How big can I make my Safe Zone?
Your Safe Zone is controlled by your home WiFi network. The larger your WiFi network coverage, the larger your Safe Zone can be.

I’m having issues setting up my Safe Zone.
Please check the following:

• Your tracker device is near your WiFi router.
• Your WiFi router supports and is broadcasting 2.4GHz (the Pet Tracker does not support 5GHz WiFi).
• If issues persist, remove the battery from the tracker device and reinsert it. Once the device powers up and you get a “power on” alert, please proceed to set up your Safe Zone again.
• The WiFi scan list will show the 10 strongest WiFi networks near you.

How long will it take to notify me after my pet leaves the Safe Zone?
Your tracker is set to scan for the Safe Zone every 60 seconds when movement is detected. Once the tracker determines it has left the Safe Zone, it will connect to the cellular network and provide the Pintrac server with the tracker location information. Typically, you will be notified within one to two minutes of your pet either leaving or entering a Safe Zone. Timing may also be impacted, depending on your cellular network coverage.

How long should my battery last?
This all depends on your use cases. As long as the Pet Tracker is inside the Safe Zone, the device is using very little battery. However, when you leave the Safe Zone, your device will connect to the cellular network to enable live tracking or locate now. Connecting to the cellular network requires greater amounts of battery.

Expectations are below.

• Pet is within Safe Zone. ~2-3 days
• Pet has no Safe Zone and is connected to a cellular network with no live tracking. ~1 day
• Continuous live tracking ~1 hour. Live tracking has the biggest impact on battery life

Depending on how you mix the use cases, the battery life will vary.

How do I install the battery?
Line up the three round pogo pins, insert the battery into the tracker unit and twist slowly clockwise until you hear or feel a click. Once your battery is properly installed, the green lights on the tracker will turn on.

How long does it take to charge my battery?
General charge time is two to three hours. The charger’s LED will blink green while charging and be solid green when the battery is fully charged.

My battery does not seem to be charging.
Make sure you have a solid connection with the battery and wall charger. You should hear a click when the battery is secured. Also, you can use the lock labels to help align the battery. The charger LED will blink green when the battery is charging and will be solid green when the battery is fully charged. It typically takes two to three hours to fully charge your battery.

Is this device harmful to my pet?
Nope.

Is my Pet Tracker dustproof and waterproof?
Your tracker is designed to be waterproof and durable (rated IPX7). It's designed to go anywhere with your pet. Your pet can go through water, mud, rain and snow.

What size of collars can be used for my Pet Tracker?
The Pet Tracker is designed to fit most collars up to 1 inch wide. It is recommended for pets greater than 6 pounds.

Why does my tracker have screws?
The tracker device has small screws to help secure the tracker to your pet’s collar. The tracker is designed to be rugged. The intent is to make your tracker rugged enough to endure your pet’s activities. The mounting design is intended to avoid easy removal of the device.

When can I perform live tracking?
The live tracking feature is only available when your tracker is outside the Safe Zone. Your Pet Tracker only supports active tracking, meaning you must choose to start tracking to see location updates.

When can I perform locate now?
The locate now feature is only available when your tracker is outside of the Safe Zone and connected to the cellular network.

Why does tracking sometimes show blue dots and other times show purple dots?
The color of the breadcrumb dots while tracking indicates the GPS coverage details. A blue dot indicates your tracker is in good GPS coverage while a purple dot indicates your tracker is in poor GPS coverage. If your tracker is showing a purple dot, then your location may not be as accurate.

How does the tracker know where my pet is located?
The Pintrac Pet Tracker uses advanced GPS and 4G LTE technology to determine your pet’s location. GPS requires visibility to multiple satellites to ensure location accuracy. GPS can be hindered by buildings, vegetation, etc. If GPS coverage is poor or unavailable, the tracker will attempt to use WiFi location services by surrounding access points. If both GPS and WiFi location services are poor, the device will provide a broad location update.

Location history does not seem to always show my pet’s locations while outside the Safe Zone.
Passive tracking is not supported. You must choose to start tracking to receive location updates. All active location updates will be available in the location history.

Can I use the device on more than one pet?
The device will only track the pet that is wearing the collar.

Can I manage multiple tracker devices from one app?
Yes, if you have multiple tracker devices, you will be able to view all trackers and see where they are located on the main map view.

What do the LEDs on the Pet Tracker indicate?
See LED summary below:

• Solid LED for about 10 seconds — Tracker is booting up
• Flashing green LED — Tracker is communicating with the Pintrac Server
• LEDs off — The device is now in a ready state

Is there an app that works with the device?
Yes. Download the apps in the Google and Apple app stores today.

What versions of Android are supported?
Version 9.0 or later.

What versions of iOS are supported?
12.1.3 or later.

I forgot my password, what do I do?
You can select the” Forgot Password” option located at the bottom right of the sign in page. Enter the email address used during setup. Pintrac will send a temporary one-time pin (OTP) to this email address. After you receive the OTP code in your email, you can use it to set up your new password. Your password must be at least six characters, including at least one digit and at least one uppercase letter.

Can I communicate with my pet through this device?
No. The primary purpose is to alert you when your pet is no longer within the designated Safe Zone and when you need to GPS track the pet.

How often does the activity report update?
In general, step counts are not real time. The step count is only updated to the server/app when the following occurs:

• If the battery level drops from 100%, 80%, 60%, 40%, etc.
• If the pet goes out of the Safe Zone or an alert is triggered.
• If live tracking is being performed.
• At the end of the day.

How are my pet’s steps counted?
Your tracker uses a special algorithm similar to a pedometer to understand your pet’s movements. Those movements are converted into digital measurements when the tracker is attached to your pet. It is important to note that your pet’s step count may vary based on size, height and weight. Step counts are only reported under specific conditions. Step counts are not always real-time and are only reported during live tracking, at 20% battery drops and at the end of each day.