Frequently Asked Questions

    

Here are the most frequently asked questions about our features and services we provide. If you have a question or need some help, please take a moment to read through our Frequently Asked Questions. If your question isn’t listed, email or get in touch via social media.

Click here for user manual

  • The Device
  • The App
  • Location Tracking
  • Activity Tracking
  • Service Plan
  • Shipping and Returns

How big is the actual unit?

The Biotraka Aware measures in at 58mm x 42mm x 18mm, roughly the size of a match box and weighs only 44 grams.

This may seem big next to small dogs but as the device is so lightweight it won’t cause any discomfort.

How does it attach to a collar?

The Biotraka Aware comes with a silicone sleeve which protects the device and allows it to be attached to any collar.

Simply slip the device out of the silicone sleeve and thread the collar through the back of the case. Then put the device back into the sleeve and you’re ready to go.

Is it waterproof?

Yes, The Biotraka Aware has a rating of IP67.

What does that mean? It is 100% protected against solid objects like dust and sand, and it has been tested to work for at least 30 minutes while under 15 cm to 1m of water.

How long does the battery last?

The battery life of the Biotraka will depend on a number of factors.

Typically the battery lasts around 6 days, though could be as long as 10 in ideal circumstances.

To get the most out of your battery we recommend connecting your device to the WIFI network your pet will be around the most ie, your home or your office.

How do I check the battery life?

When you open your Biotraka app if you open the menu you will be able to see your battery life at the top of the menu. You can also see this from in the white bubble on the location page of the app.

How long does it take to recharge?

To fully recharge your device should take no longer than 2 hours.

We do recommend charging your device before it loses charge entirely to ensure that if your best friend does get lost you will be able to track them for as long as possible.

How do I charge the unit?

To charge the Biotraka Aware slip the silicone case off the device and attach the magnetic charger to the back of the device. Connect the other end to your computer or and USB charger of your choice.

Yes, you can download the free Biotraka app from both the Google Play store and the Apple App store.

Yes, once you have set up 1 Biotraka device in your app you can add another device at any time.

To do so open your app and select the “Device List” option from the app’s settings. From here choose the “+” on the top right-hand corner and enter the new device ID.

Yes, although you can only have 1 account registered against each device. To have multiple people track the same Biotraka you will need to log into the same account on multiple devices.

The Biotraka Aware uses our unique tri-locator system to pick up either WIFI, GPS or LBS signals and transmit this back to your app.

Because the Biotraka Aware is able to pick up any of these signal types and isn’t limited to 1 signal type or telco like other pet locators we are able to provide accurate, real-time information regardless of how far away from your pet you are.

Using this system the Biotraka Aware is able to roam across networks in 175 countries.

There is no range limitation. Because we use GPS, Wi-Fi and mobile networks, Biotraka Aware talks to satellites, other devices and base stations then back to your mobile (not directly from the device to your mobile), so the question is more about coverage than range. GPS coverage is available almost anywhere in the world and mobile networks are very good in most regions, so you can track your pet even if it is in a different state or country. GPS signal works best outside in a clear area in good weather. Buildings, trees and bad weather can affect it however as long as there is mobile reception and GPS signal you will be able to locate your pet, and in 175 countries too!

Your Biotraka uses 3 different location systems, GPS, WIFI and LBS. The accuracy of these 3 systems varies and can be affected by a number of factors.

To keep it simple in our app we use a 5 star rating system to remind you how accurate each service is.

GPS: 5 Stars!

GPS is accurate within 20 meters when available. As GPS relies on satellite signals, being indoors, or in the CBD can affect the availability of GPS signals.

WIFI:3 Stars.

WIFI is accurate to around 600m depending on the strength of the router. The accuracy may improve in highly populated areas as there are more sources of data available.

Please keep in mind that WIFI routers are mapped infrequently for location purposes, so if a router has been moved say from the North end of your City to the South end of your City this may cause the location to be wrong whilst your device is near this router. This should only affect your device for a short period of time whilst your pet is near this network and will eventually be corrected when that WIFI router is re-mapped to its correct location.

LBS: 1 Star.

Location based services use mobile towers to locate an approximate area that the signal is coming from. The accuracy can range into the kms depending on the signals available.

As this location service  is the least accurate your device will only use this system if GPS and WIFI cannot be found.

You can choose to turn WIFI and LBS on/off under the device settings menu.

The Biotraka Aware does provide real-time location tracking but is not “instant”, you may encounter a lag when requesting the location of your pet when in the app.

The lag is caused because most operations are kept in a “standby” mode unless in use through the app at the time. This is because the Biotrkaka Aware was designed to be small, lightweight and have a very long battery life despite having a battery roughly 1/5 of the size of the battery in your smartphone.

Think of this possible lag like switching on your mobile phone, finding yourself on maps then having to send that location to someone else’s phone.

A safe zone is an area you have selected on the app that you are happy for your pet to move around within without causing any need for alarm.

You are able to set 2 different types of Safe Zones in the Biotraka app.

GPS Safe Zones:
A GPS Safe Zone is like an imaginary fence you set around a specific area. You are able to set a Safe Zone with a radius between 50m-5km so you can pick a size that best suits your needs at any given time.

 

When your device receives a location update from a GPS satellite, it checks this location to see if it’s inside or outside of your Safe Zone. If a location is outside your Safe Zone a push notification will be sent to your phone alerting you to this.

WIFI Safe Zone:
A WIFI Safe Zone works by connecting to a WIFI network available where your pet is supposed to be ie your home network. If you Biotraka loses connection with this network, presumably because they have wandered away from your house, a notification will be sent to your phone alerting you to this.

Keep in mind that if your WIFI network does not cover your entire backyard or if your network is prone to dropping out this may cause false alarms.

Once you have your device set up, open the menu and choose “Device Settings” then select “Safe Zones”. This will show you a list of all the safe zones you have set up previously and you can add a new safe zone by selecting the “+” on the top right hand corner.

Yes, you can set as many safe zones as you like and you can choose to turn them on and off whenever suits you. To turn your safe zones on or off open the location page and move the on/off switch in the bottom right hand corner, making sure the orange circle is around the desired option.

GPS Safe zones: This is determined by your GPS refresh rate which controls how frequently your Biotraka updates your app with its current location.

You can set your GPS refresh rate to update at intervals ranging from 5 mins-60 mins. Keep in mind the more frequently this occurs the quicker the battery will run out.

Once the current location is received and is found to be outside of the Safe Zone you will receive a push notification to alert you to this.

WIFI Safe Zones: Once your Biotraka loses connection to the WIFI Network your Safe Zone is set up using a notification will be sent to your app.

Keep in mind that you need to allow notifications from Biotraka in both the Biotraka app, under device settings menu,  and your phone’s settings in order for us to send notifications to your phone.

How to do this in your phone varies from phone to phone but is usually unders Settings>Notifications>Apps.

There are a few reasons you may not have received a notification when your Biotraka is outside of the safe zone. The most common are:

Your safe zone is not turned on. Setting up a safe zone does not turn it on. If you would like to turn your safe zones on, head to the Location page of the app and use the Safe Zone toggle on the bottom right-hand corner to turn your safe zone on/off. You want the orange bubble to be surrounding “on”.

You need to enable alerts in the app.  Open device settings menu within the app and the last menu item is  “allow notifications”, make sure this is green. You can then choose the type of notifications you receive, ring, vibrate etc under the menu option”call alters”.

PS refresh rate. If your GPS refresh rate is set to 60 minute intervals you will only receive an update once an hour. That means your Biotraka can potentially be outside of the safe zone for 59 minutes before you receive a notification. To check the refresh rate of your device open “Device Settings” and select “GPS refresh rate”.

Keep in mind that the more frequently your GPS refreshes the faster your battery will drain.

You have not allowed push notifications from the app. In order for Biotraka to send you push notifications, you need to allow this option through your phones setting. How to do this varies from device to device but can usually be found under notification settings.

Yes! You can choose to switch LBS and WIFI on/off as you like to improve the accuracy of your location data received or improve your battery life.

If you are going to turn off WIFI or LBS please keep the following things in mind: GPS only works outdoors: As GPS signals are typically only strong enough to be received if your device has a direct line of sight to the GPS satellites if your pet is mostly indoors you may not be able to get a signal.

Only using GPS will impact your battery: Because GPS is the most energy consuming location system you may notice your battery life decreases.

Whilst connected to a WIFI network, such as your homes WIFI,  your device won’t check for a GPS signal. This is done in order to preserve your battery as your WIFI network can only be picked up in a small area

When setting up your WIFI Network you will have the option to confirm the location of the WIFI on a map to ensure the location displayed within the app is correct.

When your Biotraka loses connection with the WIFI network, presumably because they have left your property your Biotraka will request GPS updates as per usual.

When the Biotraka is attached to your pets collar the accelerometer inside is able to track the movements of your pet.

Your Biotraka then looks at how frequently your pet is moving and is able to determine if your pet is resting, walking or running and tracks your pet’s activity in hourly intervals within the app.

The accelerometer in the Biotraka Aware tracks the number of steps your pet takes per 30 min period and then categorises this activity into either rest, walk or run/play.

Your dog’s activity is broken into 3 categories in your app, Run, Walk and Rest.

Run/play: 1000+ steps per 30 mins period
Walk/low active:500-1000 steps per 30 min period
Rest:0-500 steps per 30 min period.

You can track this activity down to the hour in your app and compare each day’s activity to previous days or weeks to ensure your pet is getting enough exercise each day.

Why does the Biotraka Aware require an ongoing subscription?

This subscription is what allows your device to locate your pet and transmit your pet’s information back to your app.

As part of the cost your device can also roam across 175 countries making it perfect for when you’re travelling.

How much is the subscription?

The annual cost of the subscription is $69.00. You can purchase this 12 month subscription through our stores page.

Will the device work without the subscription?

No, without the subscription your Biotraka Aware will no longer be able to function.

You can purchase a 12 month subscription through our store’s page.

Do I need to connect to my WIFI network?

No, your Biotraka Aware does not need to be connected to your personal WIFI account to work.

The Biotraka uses the signal to locate your device but as it does not use WIFI to send information to your app, therefore it doesn’t need to be connected to the network to work.

When will my order arrive?

All orders are shipped with Australia Post’s express service meaning metro areas will receive their order within 48 hours.

If you are outside this area it may take 3-5 days to arrive.

Can I track my order?

Yes, once your order has been shipped you will receive an email with your tracking link.

The tracking link can take up to 24 hours to become active so please keep that in mind if you are unable to see any movement right away.

Does the Biotraka come with a warranty?

The Biotraka Aware comes with a 12 month warranty that covers any manufacturing faults caused by materials or workmanship.

If you are having any issues with your Biotraka please contact our Customer Care Team by emailing info@biotraka.com