Troubleshooting

My GPS is not connecting
If your GPS is not connected (it appears red on your collar’s screen), first go outdoors, under the open sky, and make sure the antenna is pointing to the ...
Tue, Dec 7, 2021 at 3:33 PM
My Bluetooth won’t stay connected, how do I connect it?
Connecting to Bluetooth with the SpotOn System is a little different than connecting to a mobile speaker, smartwatch, or car. You will know you have succeed...
Tue, Dec 7, 2021 at 3:37 PM
I'm getting the notification "Collar is off or not connected to the cellular network.”
There are a few reasons you may see this notification. The collar is off The collar is on but it doesn’t have cellular service. If your collar has...
Tue, Dec 7, 2021 at 3:39 PM
My battery is depleting, how do I save battery?
On average, the battery needs to be charged once every 24 hours but it depends on your pup's activity level and your property.  If you are not gett...
Tue, Dec 7, 2021 at 3:45 PM
Why is my cell service not working?
There are a few reasons you could be experiencing this. Even though you have activated your SpotOn collar, you have not subscribed to the cellular ser...
Tue, Dec 7, 2021 at 3:49 PM
Why is my fence stretching across the globe on my app?
Don’t worry, it’s a visual error and there is nothing wrong with your SpotOn collar. Visual errors can occur when your SpotOn collar is in an area with ...
Tue, Dec 7, 2021 at 3:53 PM
Why are the tones not going off at the boundary?
You may need to give us a call but first try these steps. Test it by deactivating your fence, connecting to Bluetooth, and manually testing the tone a...
Wed, Dec 8, 2021 at 8:13 AM
Why are the training icons grayed out?
You’re not connected to Bluetooth. Connecting to Bluetooth with the SpotOn System is a little different than connecting to a mobile speaker, smartwatch, or ...
Wed, Dec 8, 2021 at 8:25 AM
Why won’t my dog’s name and phone number appear on the collar?
You must have a cellular subscription to see this information. Once you’ve subscribed to the cellular plan, deactivate any active fences, make sure your col...
Wed, Dec 8, 2021 at 8:48 AM
My fence won't save. Why is this happening?
I am getting the notification invalid map and my fence won't save. What is happening? If your fence won’t save or you are getting an error message, it...
Wed, Dec 8, 2021 at 8:55 AM