Symptoms

• Experiencing issues pairing your collar to your app/account for the first time
• Unable to get the collar to connect to the app via the Pet Card

Environment

• Halo App
• Halo Collar

Resolution

First, make sure the collar is on the charger for testing and that it is turned on

• Allow the collar a few minutes to initialize when turning it on
• Make sure you are attempting to connect the collar to Bluetooth when in the Halo app. The connection should occur automatically when monitoring from the pet card
  • The collar will only connect with your phone's Bluetooth connection when you are in the Halo app
  • The collar and phone should also be within Bluetooth range of each other which is generally within 30-50 feet, at least when indoors 
    • Double-check to make sure you are using the most up-to-date version of the Halo app by checking the app store
• For testing purposes, make sure that only one phone/tablet has the Halo app open and is attempting to connect to the collar
• Cycle your phone's Bluetooth connection off for about 1 minute and then turn it back on and check for connectivity within the app
• Check the Bluetooth and location permissions for the Halo app and make sure they are enabled while the app is in use.
  • Here is an article that features information on how to do so on iOS and Android. 
• Restart your phone and check for Bluetooth connectivity within the Halo app
• If possible, check to see if the collar will connect to another phone/tablet Bluetooth if you have the Halo app downloaded on it already.
• You can try power cycling the collar by holding down the power button for 5-7 seconds (until you feel a vibration) and allowing the collar to remain in Low Power Mode for 5 minutes. Once 5 minutes has passed, briefly press and release the power button.
• Test for a Bluetooth connection within the app.
• Lastly, if Bluetooth connection issues continue, then I suggest downloading a free app called NRF connect that will allow you to scan for all available Bluetooth devices in the area. 
  • Google Play Store
  • Apple App Store
    • Go past the introductory information and allow Nearby device, location, and or notification permissions for the NRF app so that it can complete its scan.
    • After scanning you should see "HALO" as an option on the list. Click on Connect and the app should indicate if it is connected to the collar or not and show "Disconnect" in the top right
       
      • Android
        • •   
             
            • iOS (requires iOS 16 or higher)
              • 
      • The collar should automatically disconnect after around 30 seconds. If so, then the collar's Bluetooth connection is working properly. If not, then reach out to customer support to let us know about the connection issues you are experiencing for the next steps

Note: Going in and out of the app quickly may cause some temporary connectivity issues between the app and the collar but it should fix itself within a few minutes

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!