Symptoms

• When you look at the "Updated as of..." section of your Pet Card, the information hasn't been updated in several minutes or more.

Environment

• Halo App

Resolution

At all times, the GPS on your Halo Collar is up-to-date (assuming the collar is on). However, there are a few reasons why that information might not be recently updated on your Pet Card in the Halo App.

First, confirm that your Halo Collar has power; if the battery on your collar is critically low or it has shut off, then it cannot send updates to your phone.

The other likely reason why your Pet Card data may not be up-to-date is if you are in an area with no cellular or WiFi service.

Your Halo collar can only provide updates via WiFi, Bluetooth, or LTE cellular. The collar will constantly try to pick the most efficient path to transmit data (if it has any to send) to your phone, and will switch seamlessly between them as needed.

Your phone is only able to receive updates from the Halo Collar when the two are connected via Bluetooth, or if your phone is connected to the Halo System via WiFi or your phone's cellular. If you aren't connected via Bluetooth or WiFi, and your phone is out of cellular and WiFi range, then it will be unable to receive updates from the Halo Collar or the Halo System.

For more detailed information on how your phone's connection type impacts how often the data on the Pet Card gets updated, please see the article "Why is there a difference between my dog's location and what I see in the App?"

Additional Notes

If you have any further questions and would like to speak to our live support team, please feel free to reach out using the following article: How to Contact Customer Support and we'll be happy to help!