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[](https://www.metrobyt-mobile.com) # Pintrac Pet Tracker FAQs - ### Service __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. - ### Setup __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. Este número se asigna durante la activación. No ingreses un número falso o tu propio número de teléfono, de lo contrario tu rastreador de mascota no funcionará correctamente. 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. Escanear tu rastreador puede demorar unos minutos. 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. El rastreador puede encenderse por poco tiempo si la batería está por agotarse, pero no tendrá suficiente carga para conectarse a la red y registrarse con el servidor. Asegúrate de haber agregado correctamente el número de teléfono del rastreador durante el proceso de configuración. Una vez que agregas el rastreador, deberás encender/apagar el rastreador para que pueda registrar el nuevo rastreador con tu cuenta. 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. Asegúrate de que tu rastreador esté encendido y listo para usar. Cuando primero enciendes tu rastreador, las luces LED se pondrán en verde. Una vez que las luces verdes se apagan, tu rastreador está listo para conectarse a la aplicación Pintrac. Tu rastreador no está disponible para ser visible hasta que las luces LED se hayan apagado. Once your tracker is in a ready state, scanning may take one to two minutes. - ### Safe Zones __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. Esto puede ser un router y un extensor de tu hogar. 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. Si tienes zonas con señal débil o sin señal en tu hogar, puedes recibir alertas falsas. Además, las señales WiFi pueden fluctuar o tener interferencia. 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. Una vez que el rastreador determina que ha salido de la zona segura, se conectará a la red móvil y le brindará al servidor de Pintrac la información de localización del rastreador. 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. - ### Battery __How long should my battery last?__ This all depends on your use cases. Siempre que el rastreador de mascota esté dentro de la zona segura, el dispositivo usa muy poca batería. No obstante, cuando sales de la zona segura, tu dispositivo se conectará a la red móvil para habilitar el rastreo en vivo o localizar ahora. Conectarse a la red móvil requiere mayor cantidad de batería. 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. Deberías escuchar un clic cuando la batería esté conectada. Además, puedes usar las etiquetas de bloqueo para alinear la batería. Las luces LED del cargador parpadearán en verde cuando la batería se está cargando y se pondrán en verde fijo cuando la batería esté completamente cargada. It typically takes two to three hours to fully charge your battery. - ### Durability __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). Está diseñado para ir a cualquier parte con tu mascota. 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. El rastreador está diseñado para ser resistente. La finalidad es que tu rastreador sea lo suficientemente resistente como para soportar las actividades de tu mascota. The mounting design is intended to avoid easy removal of the device. - ### Location __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. Un punto azul indica que tu rastreador está dentro de una buena cobertura de GPS mientras que un punto púrpura indica que tu rastreador está dentro de una cobertura débil de GPS. 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. El GPS debe poder verse en múltiples satélites para asegurar una localización precisa. El GPS puede estar obstaculizado por edificios, vegetación, etc. Si la cobertura de GPS es débil o no está disponible, el rastreador intentará usar los servicios de localización por WiFi por puntos de acceso circundantes. 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. Debes elegir comenzar a rastrear para recibir las actualizaciones de localización. 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. - ### Tracker LEDs __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 - ### Pintrac Application __Is there an app that works with the device?__ Yes. Download the apps in the [Google](https://home.mcafee.com/root/campaign.aspx?cid=240067) and [Apple](https://home.mcafee.com/root/campaign.aspx?cid=240068) 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. Ingresa la dirección de correo electrónico que usaste para la configuración. Pintrac te enviará un PIN único temporario (OTP) a esta dirección de correo electrónico. Después de recibir el código OTP en tu correo electrónico, puedes usarlo para configurar tu nueva contraseña. 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. - ### Activity Monitoring __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. Esos movimientos se convierten en medidas digitales cuando el rastreador se coloca en la mascota. 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