Symptom

• You are unable to access the training information when you attempt to log in

Environment

• Halo App

Resolution

When you try to access the User Training program prior to receiving your Halo Collar, you must make sure that you are logging in with the email that you used to place the order. 

For example, sometimes a customer will order the collar using their work email, but then they try to use their personal email to sign into the app - this won’t work because their personal email is not the one associated with the original order. Please check to see if there is another email address you may have used for the order before reaching out to customer service. 

Once you have the collar in your possession, you can change the email to whatever you want to use. However, you need to use the email address used for purchase in order to access user training prior to the collar arriving. 

You can access the User Training module using the email from the order if you’re willing to continue logging in with that email. However, if you go through the training and then switch the email associated with your account once the collar arrives, then you will lose the progress you made in the training module.

Therefore, if you prefer to log into the app using a different email than the one associated with your order, then you should wait until the collar arrives before starting the User Training, so as to not lose any progress.