What should I do if my pet is listed as "in transport" when they're not?

We understand how important it is for you to receive accurate updates and notifications about your pet's location. We are committed to providing you with the best possible service and have compiled some tips to help avoid any inaccuracies, such as false Virtual Fence alerts or false “in transport” alerts.

Understanding GPS and Location Services

GPS and location services are sophisticated technologies, but they can sometimes be affected by various factors such as: 

• Satellite Geometry - The arrangement of satellites in the sky.
• Signal Blockage - Buildings, trees, and other environments can interfere with the signal.
• Atmospheric/Weather Conditions - Changes in the atmosphere and weather can impact signal accuracy.
• Phone Performance - The design and quality of your device’s GPS receiver.

Typically, GPS-enabled devices like smartphones are accurate to within 4.9 meters (16 feet). However, if the connection is weak or if the line of sight to the satellite is obstructed (e.g., your pet is indoors), the location accuracy can decrease.

Tips to Improve Accuracy

1. Utilize Bluetooth Connection
   • Encourage all family or household members with smartphones to have the HomeSafe app installed and logged in. This can enhance the connection when your pet is nearby.
2. Connect to Home WiFi
   • Ensure your phone is connected to your home’s WiFi. WiFi, combined with Bluetooth Low Energy (BLE), helps determine your and your pet’s relative location more accurately than GPS alone.
3. Adjust Your Virtual Fence
   • Consider setting your Virtual Fence a bit larger/wider. This can help reduce the impact of GPS interference while still ensuring your pet's safety. Learn more about virtual fences Here.
4. Avoid Overlapping Virtual Fences
   • Make sure that any Virtual Fences you have set up do not overlap, as this can cause confusion and inaccurate alerts.

Reporting Issues

If you continue to experience any issues, such as false Virtual Fence alerts or notifications while your pet is in transport, please let us know. Here’s how you can help us address the problem:

1. Take note of when and where the inaccuracies occur (e.g., in the backyard, at the cottage, during travel).
2. Identify whether the connection was through BLE or GPS.

To report any issues, please email our team at [e-mail]. When contacting us, kindly include the following:

• Your First and Last Name
• Your Pet’s Name
• Detailed Information about the Inaccuracies:
  • Specific circumstances (e.g., in the backyard, at the cottage, during travel)
  • Any patterns or recurring issues you've noticed

Our team  will respond within 24-48 hours.Thank you for your patience and understanding. We’re here to help and look forward to resolving any concerns you may have!