SpotOn collars guarantee

FAQS


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Before you buy

Setup

How do I register my SpotOn Virtual Fence?

1. Download the SpotOn VSF app from the Google Playtstore or Apple App Store

2. Create a new account

3. Confirm your account via email

4. Log in to the SpotOn app

5. Enter your collar information including your collar ID (found on the back of the collar or box)

6. Select “Register”

How do I activate Connectivity (cellular coverage for tracking, escape notifications, and map management)?

To activate optional Connectivity for $6.95/month for each dog in your family CLICK HERE .

Once your payment details have been entered successfully:

1. Turn off your SpotOn collar

2. Wait 5 minutes

3. Turn on your SpotOn collar*

*NOTE: Power up your SpotOn collar outdoors to more quickly connect to the AT&T and T-Mobile cell towers in your area. If your collar does not get cell service initially, move around your property to try and secure a connection.

Not sure if your collar has cell service? If you see white bars on the collar's screen, you have a cellular connection. If you see NS, you are not yet connected. Walk around your property until your collar is able to connect.

Learn more about connectivity

How do I create a map?

1. Please see the Quick Start Guide or the How to Create a Map training video for help creating a map. We recommend having at least ½ an acre of property to use the SpotOn Virtual Fence. Like any GPS-based system, boundary lines can vary ay times. Typically, between 3’ and 10’ of variation. For that reason, create your boundary lines at least 15’ from a hazardous area like a road or waterway.

2. Live on a large property or body of water? Check out tips for using the pause feature.

3. Is your property heavily wooded? SpotOn Virtual Fence will work so long as you can see the sky between the trees' leaves. If you are under extremely dense tree cover, enable Forest Mode for increased GPS sensitivity.

4. Once your map is created, test your boundaries! Activate your map and begin walking toward your boundary lines. An alert tone will sound 10’ from the boundary line. A warning tone will sound 5’ from the boundary line. Using the static correction tester, as you attempt to cross over your boundary line (after the warning tone) you will see the tester light up indicating the signal was sent to your static contact points.

How do family members set up SpotOn on their phones?

You can invite members of your family to monitor your pup on the SpotOn app. Family members can receive notifications and track your pup if they leave containment* but cannot adjust static correction levels. To grant family members access:

1. Select menu

2. Select Account Settings

3. Select Family Member Access

4. Enter an email address

5. Select the check mark to confirm

* Connectivity feature must be activated to grant family access.

How do I connect to Bluetooth?

Connect to Bluetooth to train your pup or to adjust the static correction level. Here’s what to do:

1. Deactivate any active maps on the SpotOn collar

2. Select the blue Bluetooth icon from the SpotOn app

3. Select SO-SpotOn or SO-[dog name] from the list of available devices

4. Select “Training”

5. Icons should now be in color and the letters “BT” on your collar should be in blue (will display in white when disconnected)

Note: Bluetooth will automatically disconnect when not in use for several minutes or when a map is activated.

For more information on connecting to Bluetooth, click here

How do I share maps between collars?

Option 1: Sharing collar to collar

1.On collar receiving the map:

a. Select “System” on your SpotOn collar

b. Select “Share Map”

c. Select “Receive Map”

2. On collar sending map:

a. Select "System” on your SpotOn collar

b. Select “Share Map”

c. Select the map from your list

d. Select “Send”

Note - You must be within 10' of each other to share a SpotOn map between collars.

Option 2: Sharing via smartphone

a. Ensure both collars have cell service

b. Deactivate any active maps on both collars

c. Select “Manage my Maps” from the SpotOn App

d. Select the pet/collar that has the map you want to share

e. Select check box next to the map you want to share

f. Select “Share map”

g. Select the pet/collar you want to receive the map

Once shared on your smartphone, allow the collar time to receive and download the map. Select “Select Maps” on the receiving collar to view and confirm the map has been downloaded.

Why can’t I see my maps on my phone?

You must activate Connectivity. Activate 60 days of free connectivity here.

If you have already activated Connectivity, both the SpotOn collar and your smartphone must have cell service in order to communicate.

1. Power down the SpotOn collar

2. Wait 5 minutes

3. Reboot the SpotOn collar outdoors

4. Do not allow any maps to activate while rebooting

5. Allow the collar to search for AT&T and T-Mobile cell service in your area

6. Once your collar has cell service, allow the collar time to upload your map information to your smartphone

Not sure if your collar has cell service? Not sure if your collar has cell service? If you see white bars on the collar's screen, you have a cellular connection. If you see NS, you are not yet connected. Walk around your property until your collar is able to connect.

If Connectivity is active and you’re in an area with poor cell service, find a location with better AT&T and T-Mobile service to download your maps to your smartphone.

Training with the SpotOn collar

How do I train my dog to the SpotOn Virtual Fence?

Because every dog is unique, SpotOn Virtual Fence offer three distinct training programs designed to work with a range of canine abilities and personalities. Take the Training Quiz or explore our plans HERE to determine which best for you and your pup.

How long does it take to train my dog?

Like humans, all dogs learn at different rates. The average training period is two to four weeks. However, some dogs quicker and some take a bit longer. Training your dog with the SpotOn Virtual Smart Fence™ system is an opportunity to bond with your dog utilizing positive reinforcement. Please take our Training Quiz to determine what plan is best for you and your dog.

How do I fit the collar to my dog’s neck?

Undo the clasp and place the collar around dog’s neck to gauge the fit. Unfasten the buckle, slide it to a location that feels appropriate for your dog’s neck size, and snap the buckle into the nearest hole. The collar should fit snugly and allow you to comfortably fit two fingers between the collar and your dog’s neck next to the static contact points. Once you have the proper fit on your dog, tuck the excess strap underneath. Ensure that the digital display is facing the ground under your pup’s chin and the GPS antenna is on the back of the dog’s neck facing the sky. Watch a video here.

How do I know which static correction level to use?

Following one of our three SpotOn training plans, you’ll be instructed on when to introduce static correction for the first time. Static correction should always start at level one and be increased by one level at a time. See SpotOn Training Video: The Use of Static Correction for more information.

What boundary warnings does my dog hear from the SpotOn collar before receiving static correction?

The collar makes a series of audio warnings. When your dog approaches the perimeter he will hear an alert tone. If your dog progresses past the initial boundary he will hear a harsher sounding warning tone. Our SpotOn training programs teach your dog to respond to the alert and warning tones before crossing the perimeter, but as all dog owners know, dogs can have a mind of their own. The final warning is a static correction that is intended to quickly get your dog's attention.

How much will the GPS boundary vary?

Like any GPS-based system, the boundary can fluctuate at times—usually between three and ten feet. To ensure your dog is stays safe, create boundary lines be at least 15’ away from any hazardous areas (like a road or waterway). The flags included with your SpotOn system are a great visual barrier for both you and your pup as you’re training them to the SpotOn system. After creating your map, we recommend testing your boundary lines and adjusting your flags position as needed.

Who can I call if I am having trouble training my dog?

Is your pup easily distracted outside, not touching the target or do they seem undeterred by static correction? Don’t worry, we’re here to help! You can speak with a member of our SpotOn Training Team Monday – Friday 9:00am to 5:00pm ET at 603-488-1504 or by emailing Training@spotonfence.com. Looking for a trainer to work with your pup at home? Check out our network of SpotOn Certified Trainers.

Tracking with the SpotOn app

How do I track my pet?

You must have tracking activated to see your dog's location and track him. Click here to activate tracking.

1. To keep track of your dog while a map is active, select “Where’s My Pet” to see where on the property your pup is. Their location will not continuously update but you can select the paw print to check in as needed.

2. If your pup exited containment, select “Where’s my pet” and use the magnifying glass to enter Tracking mode. Need to find them on foot? Use the compass. Driving to their location? Use the directional icon for turn by turn directions.

Tip – Need time to reach your pet’s current location? Conserve battery power on the collar, by shutting off Tracking mode until you need it again.

Troubleshooting

I am getting the notification “Collar is off or not connected to the cellular network.” What should I do?

There are a few reasons you may see this notification.

1. The collar is off

2. The collar is on but it does not currently have cellular service.

If you have not activated Connectivity, you can disregard this notification by selecting “OK”. If you have activated the Connectivity feature, your collar is currently in an area with poor AT&T/T-Mobile cell service. As the collar moves around your property it will continue to try connecting to the closest AT&T/T-Mobile cell towers.

3. If your collar has service, you should see white bars like a smartphone to the right of the letters “BT” on your collar display. If you see “NS” your collar has no service.

Why are the training icons are grayed out?

If the training icons are grayed out, you are not connected to Bluetooth. To connect and use the training feature or adjust static correction, follow these steps:

1. Deactivate any active maps on the SpotOn collar

2. Select the blue Bluetooth icon from the SpotOn app

3. Select SO-SpotOn or SO-[dog name] from the list of available devices

4. Select “Training”

5. Icons should now be in color and the letters “BT” on your collar should be in blue (will display in white when disconnected)

Note: Bluetooth will automatically disconnect when not in use for several minutes or when a map is activated.

For more information on connecting to Bluetooth, click here

How do I connect to Bluetooth?

1. Deactivate any active maps on the SpotOn collar

2. Select the blue Bluetooth icon from the SpotOn app

3. Select SO-SpotOn or SO-[dog name] from the list of available devices

4. Select “Training”

5. Icons should now be in color and the letters “BT” on your collar should be in blue (will display in white when disconnected)

Note: Bluetooth will automatically disconnect when not in use for several minutes or when a map is activated.

For more information on connecting to Bluetooth, click here

Why won’t my dog’s name and phone number appear on the collar?

Connectivity must be activated to see this information. Once you’ve activated Connectivity, please allow your collar time to send the information from your smartphone to your collar by deactivating any active maps and ensuring your collar has cellular connection. How do you know if your collar is connected? If your collar has service, you should see white bars like a smartphone to the right of the letters “BT” on your collar display. If you see “NS” your collar has no service. *

Why are my maps not showing up on my phone?

Connectivity must be activated to see your maps. Once you have created a map, please allow your collar time to send the information to your smartphone by deactivating any active maps and ensuring your collar has cellular connection. How do you know if your collar is connected? If your collar has service, you should see white bars like a smartphone to the right of the letters “BT” on your collar display. If you see “NS” your collar has no service. *

Why am I getting an “invalid map” notification that will not allow me to save my map?

When creating a map, you cannot cross your own path (walk over a boundary you have already created). We recommend stopping a few yards short of where you started your map and saving—the SpotOn system will automatically connect your beginning point with your end point to make an enclosed area. If you are on a large property (over a few acres) we recommend using the Pause feature to create your map. Read more about Pause here: Tips for using the pause feature.

To watch a video on making maps, click here.

How do I connect to GPS?

It’s automatic! Just make sure you are outdoors and the collar’s antenna (round disc towards the male end of the buckle) is pointed towards the sky and is not covered by your hand. The letters GPS on the screen should turn from red to green.

Why does my map appear different on app (or appear in another country)?

Visual errors can occur when your SpotOn collar is an area with poor cell service and is unable to report all of the information to your smartphone. Your collar will continue to search for a quality cellular connection in your area to report the corrected visual information to your phone. The map you created remains exactly the same and is stored in the collar correctly. If you still experience issues, please reach out to SpotOn Support Team at Support@spotonfence.com for additional assistance.

If your collar has service, you should see white bars like a smartphone to the right of the letters “BT” on your collar display. If you see “NS” your collar has no service. *

How do I transfer my SpotOn Virtual Fence to another user?

To transfer ownership of your collar: CLICK HERE

How do I update or cancel my Connectivity/Tracking subscription.

To update payment details: CLICK HERE.

To cancel your tracking subscription: CLICK HERE.

Contact Us

Need more information? Contact us!

We're here for you and your furry friend!

Chat with us.
Email us at support@spotonfence.com

Call us at 1.603.488.1504