First, confirm that the collar is fully seated in the charging base and that the cable and wall charger are connected. Make sure charge contacts on the collar and charging base are free of any dirt or debris.
Please try these steps:
- Please shake the collar. Specifically, the portion where your serial number sticker is. Do you hear a rattle? This could be an indication that the battery may be loose and require repair.
- Please place the collar on the charging dock and hold down the power button for 20 seconds. Do you see any lights appear? If the light appears and then turns green, this means the collar is charging, it just wasn't on to show you the status light.
- If no light appears, please force close the app and hold down the power button on your collar for another 20 seconds.
- If no lights appear still, then open the app on your phone and do not click on 'Connect to Manage'. Allow the app to sit and let us know if you see any error messages.
- If nothing occurs still, please reach out to the Customer Support team with pictures of the 2 pins in your charge dock, and pictures of your collar for a quick visual inspection. If one of the pins is shorter than the other, you may have a damaged dock and we can send you a new one.
If you've tried the steps above, please reach out to Customer Service at 603-488-1504.