Someone Gave Me a Collar but My Halo App Says It Is Still Connected to Their Account

If you received a Halo Collar from another user, it must be removed from their account before you can add it to yours.

Why This Happens

• Each Halo Collar can only be connected to one account at a time
• If the previous owner has not removed it, the app will prevent you from adding it

What You Need to Do

• Ask the previous owner to remove the collar from their account
• For step-by-step instructions, please refer to:
  • How to Remove a Collar from an Account

If You Can’t Contact the Previous Owner

• Halo Support cannot remove the collar without permission from the original owner
• Acceptable alternatives:
  • Written permission from the original owner
  • Proof of purchase (receipt showing transfer of ownership)

Additional Notes

• Transferred collars are not eligible for returns, even if within the return period
• The Halo Warranty is not transferable and only applies to the original purchaser

If you need further assistance, our support team is happy to help—please don’t hesitate to reach out!