Symptoms

• Your Halo Collar's contact tips cannot be removed from the collar.
• Your Halo Collar's contact tips have broken off into the collar

Environment

• Halo Collar

Resolution

1. Contact Tips Cannot Be Removed: At times, you may find that the contact tips on your Halo Collar cannot be removed. This situation requires careful handling to avoid any damage to the collar or the tips themselves. We strongly advise against using any tools to tighten or loosen these contact tips. Tools can apply uneven pressure or excessive force, leading to potential damage. Additionally, while attempting to unscrew the contact tips, ensure you do not bend them. Bending can not only damage the tips but also affect their functionality. If the tips remain stuck despite gentle attempts to unscrew them, it's best to contact our support team for further assistance.
2. Contact Tips Broken Off Inside the Collar: In the event that the contact tips have broken off inside the collar, this can be a more complex issue. It is crucial not to attempt to remove the broken fragments yourself. Trying to extract broken pieces from the collar can lead to further damage to the internal components of the device. In such cases, the safest and most effective solution is to reach out to our support team. Our team is equipped with the necessary tools and expertise to handle such issues and can provide guidance on the next steps.

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!