How can we help?

Both are on the card in the box, and again on the "Keep this card" page of the leaflet. The IMEI is also printed on the back of the tracker.

Email us with the IMEI number and your proof of purchase (your order number from calmshops.co.uk is fine). Once we've checked it, we'll send you a new code. For your dog's safety we can't give out codes without this.

Each tracker can belong to one account at a time, so nobody else can follow your dog. If you bought it second-hand, ask the previous owner to remove it from their app (Settings, your dog, Remove), or email us with your proof of purchase.

On the first setup screen, tap Wrong account? Log out, or go to Settings and tap Log out. Then sign in the way you did before: email, Apple or Google each make a separate account.

When your dog is resting, the tracker rests too and sends fewer positions to save battery. The card then says "resting since" and a time. It wakes up as soon as your dog moves. Tap Find now if you want a fresh position straight away.

GPS doesn't work well indoors. The tracker then uses nearby Wi-Fi networks or phone masts, which only give a rough area. At home, Calmdogs recognises your home Wi-Fi, so it still knows your dog is home. See the guide for more.

The tracker couldn't send a fresh position within the time limit, usually because it's indoors or in a place with weak signal. The map keeps updating by itself. If your dog might be lost, start Lost dog mode.

Check these three things:

• Notifications are allowed for Calmdogs in your phone's Settings.
• "Left the home zone" is switched on in the app's Alerts tab.
• Your home zone is drawn around your home and isn't much bigger than it needs to be.

To avoid false alarms, Calmdogs waits for two positions outside the zone before it alerts you, so the alert can take a couple of minutes.

Tap Stop lost dog mode on the card, or Live ✕ at the top of the map, and confirm. It also stops by itself after 30 minutes or when your dog is back home.

It depends mostly on how much your dog is out: walks use more battery because the tracker reports every minute. The app shows an estimate in days. Choose Battery saver in your dog's settings (or tap the battery at the top left of the map) to make a charge last longer.

Make sure the magnetic clip sits flat on the contacts and that they are clean and dry. Try another USB plug or cable. The light shows red while charging and green when full. If it still doesn't charge, email us.

In the app, go to Settings and tap Delete account. See Deleting your Calmdogs account below for exactly what is deleted and when.

Only you and the family members you invite. We never sell your data or show ads. Our privacy policy explains exactly what we keep and why.

Yes. You have 30 days from delivery to change your mind and send it back for a refund. Email us or message us on WhatsApp and we'll tell you how.

The tracker has a 1-year warranty. If it stops working properly through no fault of yours, we'll repair or replace it. Contact us with the IMEI number and a short description of the problem.