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Frequently Asked Questions Device and Mobile App
Is the device waterproof?
The device is IP67 rated and therefore temporarily water-resistant, but not 100% waterproof. Do not submerge the device in water deeper than one meter for more than 30 minutes.
Is the device IP67 rated?
The device is IP67 rated and therefore temporarily water-resistant, but not 100% waterproof. Do not submerge the device in water deeper than one meter for more than 30 minutes.
How to clean the harness
First, easily detach the harness from the device by unscrewing the base piece and disconnecting the connectors. Once detached, hand wash the harness with mild soap and lukewarm water. Never wash it in a washing machine. Let it air dry, and once dry, screw the base piece back on and reconnect the device to the harness to continue using it. Never dry it near a heat source (radiator, etc.).
Is the device suitable for cats or other species?
No. The device is designed to be used exclusively on dogs.
Does the device come with a charger?
No. One of AcuPet Health's core values is environmental responsibility. For this reason, the device is not sold with a charging cable, as it is compatible with any standard USB-C charger.
Does the device warn you if the battery is low?
No, but you can always check your device's battery level within the app.
Why am I not receiving notifications?
Check your phone settings and the app to see if notifications are enabled. If they are, make sure you have network coverage.
How do I know if the device is turned on?
In the App, in the "Profile" / "Devices and WiFi" section, it will show whether your device is connected or not.
How do I turn on the device?
To turn on your device, press and hold the power button located in the center until the four colored lights illuminate, which you will see for two seconds.
Is there a monthly fee or subscription? Are there any hidden costs?
No. With the purchase of your device, you will have access to the App and you will be able to view in real time your dog's key vital signs, activity level, your walks and routes without having to pay monthly fees.
Can I have my AcuPet Health account open on multiple mobile devices?
Yes. You can have your App account open on multiple devices at the same time.
Is the AcuPet Health app compatible with Android and iOS?
Yes. The AcuPet Health Mobile App is compatible with Android and iOS.
Do I need an AcuPet Health device to use your app?
Yes. You need to have an AcuPet Health device and link it to the app to use it.
Is the AcuPet Health app easy to use?
Yes, it's very intuitive and easy to use. You just have to follow the instructions shown in the app.
Can multiple people (family) access my App account?
Your account is personal and non-transferable. For privacy reasons, only you can access it with your username and password. At AcuPet Health, we take our commitment to the privacy of your personal data very seriously, and for this reason, only you can access your user account with your credentials.
What information can I view in the app?
You can view your dog's breaths per minute, whether its temperature is high, low or normal, as well as the route of your walks.
Can I schedule health reminders for my dog in the app?
Yes. Within the "Your Pet's Health" section, in the "Reminders" area, you can schedule reminders related to your pet's health, such as medication.
What is the memory game ranking?
The memory game rankings, located within the app's social area, show your position compared to other AcuPet Health users. These rankings are based on each user's score in each memory game, as well as the combined score of all users.
What is the activity ranking area?
In the app's social area, you can see your dog's position in the AcuPet Health national activity ranking. This ranking only compares the activity levels of dogs with similar characteristics in terms of size, breed, and age.
Where can I find the instructions for each memory game?
You'll find the instructions within each game. Select the game you want to play, and once inside, before starting, you'll see an information icon ⓘ (a circle with an "i" inside). Click on this icon, and the instructions will open.
Frequently Asked Questions about Health
Does it measure physical activity and rest, or only one of them?
Our device only measures your dog's physical activity level, but it does so in a personalized way. Be sure to complete all the information about your dog in the "Profile" section of the app / "My Pets Profile".
Can the same AcuPet Health device be used on multiple dogs at the same time?
No. The AcuPet Health Device is not interchangeable. Each device is designed for use on only one dog, as it is tailored to their individual and unique profile. Using the device on another dog will generate false health alerts and disrupt your dog's historical health records.
What vital signs does the AcuPet Health device monitor in my dog?
The AcuPet Health device monitors your pet's breathing, temperature, and activity level.
When are respirations measured?
Respirations are measured when your dog is at rest.
Does AcuPet Health identify which of my dog's breaths have been at complete rest?
Yes. AcuPet Health identifies when your dog is completely at rest. The app will show you the number of breaths per minute recorded while at rest.
Do you take breaths when my dog is on a walk?
AcuPet Health only measures breaths per minute when your dog is in "house mode" or "rest mode".
What information can I view in the app?
You can view your dog's breaths per minute, whether its temperature is high, low or normal, as well as the route of your walks.
When should I take my dog's temperature?
The temperature is taken both at rest and during activity.
How do I see its temperature?
Within the "Health" section of the app. Remember that to see if your dog's temperature is high, low, or normal in the app, your dog must wear the AcuPet Health® device for at least 14 hours during the first 7 days.
To visualize his breathing, do I need my dog to wear the device for several days?
No. From the moment you place the AcuPet Health device on your dog, you will be able to view their breaths per minute in the app.
When will I receive health alerts?
To start receiving health alerts regarding respiratory rate and temperature, your dog needs to wear the AcuPet Health® device for at least 14 hours a day for the first 7 days. After that time, the app will be ready to recommend when to consult your veterinarian.
Will AcuPet Health tell me the daily activity level my dog needs?
Yes. In the "Health" / "Activity" area, you can view the daily activity level in steps that your dog needs based on its individual characteristics, thanks to the information you provided during the device registration and pairing process.
Frequently Asked Questions about GPS and Location
Can I see the trip history?
Yes. In the "Map" area of the App you can view the history of walks and routes taken in the last 30 days.
Do I receive notifications if the dog escapes?
No. AcuPet Health is a device focused on your dog's health, so you will only receive health-related alerts and notifications for scheduled reminders. However, you can view the device's last detected location in the app's "map" section.
Can I extend the coverage area of my device?
Yes. This service is subject to an additional monthly charge that will depend on the area to which you wish to extend coverage. Furthermore, this service must be contracted for a minimum period of one year. If you are interested in extending the device's coverage, please send us an email to info@acupethealth.com with "Extend Coverage" in the subject line. Please note that activation of this service is not immediate and may take up to seven (7) business days.
What is the coverage area of my device?
The AcuPet Health® device is intended for use exclusively in the European Union, the United Kingdom, and Norway. These are the coverage areas included with your device purchase. Outside of these coverage areas, the device will not function correctly and will stop transmitting information via GSM.
Can safe zones be defined, such as a "safe zone at home"?
It's not possible to define safe zones in our app. AcuPet Health is a device focused on your dog's health, so you'll only receive health-related alerts and notifications for scheduled reminders. However, you can view the device's last detected location in the app's "map" section.
Does it have international coverage?
The AcuPet Health® device is intended for use exclusively in the European Union, the United Kingdom, and Norway. These are the coverage areas included with your device purchase. Outside of these coverage areas, the device will not function correctly and will stop transmitting information via GSM.
Is the location displayed in real time?
The device uses a SIM card. As long as there is mobile coverage, the location will be displayed in real time.
Does it work in rural areas, mountains, or areas without mobile coverage?
The device has an integrated SIM card, so it will only send its location when it has mobile coverage. Generally, GPS works wherever your mobile phone has coverage. However, it's important to note that the device doesn't necessarily connect to the same networks as your mobile phone.
Where does AcuPet Health operate?
The AcuPet Health® device is intended for use exclusively in the European Union, the United Kingdom, and Norway. These are the coverage areas included with your device purchase. Outside of these coverage areas, the device will not function correctly and will stop working.
send information via GSM.
How long does it take for the GPS to connect?
It takes 5 or 6 minutes because it needs a sequence of validations to connect.
Is it necessary to be disconnected from the WiFi network for the GPS to activate?
Yes. You need to be disconnected from the Wi-Fi network for the GPS to connect.
If I forget my mobile phone at home, will the GPS still connect?
Yes. The device is independent of your mobile phone. It doesn't need to be connected to or near it. If you had mobile coverage during your walk, you'll be able to view your route and activity level when you get home.
Where can I view our routes?
In "Walk History" within the "Map" section of the application.
What happens if my dog enters an area with no cell phone coverage?
The device only sends information when connected to a Wi-Fi network or when there is mobile coverage. Therefore, if the dog enters an area without mobile coverage, it will not receive its location. However, the device will save the health data and send it once it reconnects to a Wi-Fi or GSM network. It is important to note that the device does not necessarily connect to the same networks as your mobile phone.
Can I know what your last known location was?
In the "Map" section of the application, you can view the location captured in the last area where the device has connected to the mobile network.
Frequently Asked Questions about Connectivity
Does it work in other countries?
Yes. The AcuPet Health® device is intended for use in the European Union, the United Kingdom, and Norway. These are the coverage areas included with your device purchase. Outside of these coverage areas, the device will not function correctly and will stop transmitting information via GSM.
Do you need a SIM card?
The device has an integrated SIM card with coverage in the European Union, the United Kingdom, and Norway. These are the areas included with your device purchase. Outside of these coverage areas, the device will not function correctly and will stop sending information via GSM.
If the device is not connected to the WiFi network, does it send information?
When your device is not connected to a Wi-Fi network, it will continue to send information when there is mobile coverage.
If the dog enters an area without mobile coverage, the device will not send data, but it will save and send it once it reconnects to a Wi-Fi or GSM network. It is important to note that the device does not necessarily connect to the same networks as your mobile phone.
Can I extend the coverage area of my device?
Yes. This service is subject to an additional monthly charge that will depend on the area to which you wish to extend coverage. Furthermore, this service must be contracted for a minimum period of one year. If you are interested in extending the device's coverage, please send us an email to info@acupethealth.com with "Extend Coverage" in the subject line. Please note that activation of this service is not immediate and may take up to seven (7) business days.
What is the coverage area of my device?
The AcuPet Health® device is intended for use exclusively in the European Union, the United Kingdom, and Norway. These are the coverage areas included with your device purchase. Outside of these coverage areas, the device will not function correctly and will stop transmitting information via GSM.
Does it have international coverage?
The AcuPet Health® device is intended for use exclusively in the European Union, the United Kingdom, and Norway. These are the coverage areas included with your device purchase. Outside of these coverage areas, the device will not function correctly and will stop transmitting information via GSM.
Does it work in rural areas, mountains, or areas without mobile coverage?
The device has an integrated SIM card, so it will only send its location when it has mobile coverage. Generally, GPS works wherever your mobile phone has coverage. However, it's important to note that the device doesn't necessarily connect to the same networks as your mobile phone.
Where does AcuPet Health operate?
The AcuPet Health® device is intended for use exclusively in the European Union, the United Kingdom, and Norway. These are the coverage areas included with your device purchase. Outside of these coverage areas, the device will not function correctly and will stop working.
send information via GSM.
Frequently Asked Questions about Wellbeing
Is it suitable for small dogs or puppies?
Yes, as long as they weigh 4kg or more.
Is it safe for my dog?
Yes. The Acupet Health device complies with current applicable European regulations.
Is the harness comfortable?
Our harness has been designed to be comfortable and ergonomic, so your pet can wear it all day long.
Can it be used as a walking collar?
No. You will need their usual harness or collar.
Frequently Asked Questions about battery life
How long does the battery last with normal use?
The battery lasts approximately 15 hours of continuous use. This is due to the continuous, real-time monitoring of your dog's vital signs, which does consume more battery power. However, the benefits of having accurate and constant information about your pet are well worth it. This continuous monitoring will give you peace of mind, knowing instantly if there are any changes in their health so you can provide the best possible care.
In which mode does it consume the most battery?
In walk mode, meaning when the device is not connected to the Wi-Fi network. When you are at home, make sure you have connected the device to the Wi-Fi network.
How often does the device need to be charged?
To fully enjoy the benefits of AcuPet Health®, we recommend the following device charging routine:
- Charge your device first thing in the morning. Once charged, turn it on and place it in a...
your dog. - To ensure you don't miss any health data, we suggest charging it before bed as well. This way, you can wear it at night and not miss any information about their health.
Does it have a power saving or sleep mode?
No. The AcuPet Health® device does not have a power saving or sleep mode.
What happens if the battery runs out? Does it warn you beforehand?
All device data collected once the battery is below 20% will be lost if the device is turned off without first being connected to the mains for charging.
Frequently Asked Questions about security and privacy
How do I delete my user account?
You can delete your user account in the app at any time using the "Delete account" option in the app settings. Once your user account has been deleted, you will no longer have access to it, and the deletion is irreversible. You will not be able to recover the account, your personal data, or any other data associated with it. For more information, please see section "12. Deleting your AcuPet Health user account in the app" of our Privacy Policy here: Privacy Policy
Are my data and the dog's data protected?
AcuPet Health complies with current data protection regulations in the European Union. For more information, please see our Privacy Policy here: Privacy Policy
Does it comply with data protection regulations?
AcuPet Health complies with current data protection regulations in the European Union. For more information, please see our Privacy Policy here: Privacy Policy
Frequently Asked Questions about Shipping
Does the device come ready to use?
Before using your device for the first time, make sure the battery is charged. Once charged, you'll need to pair it with the app so your dog can start enjoying the benefits of AcuPet Health®.
What's in the box?
The box you will receive includes the harness, the device, a user manual, and a safety manual.
Can I change the shipping address?
Any changes to the shipping address after your order has been confirmed will incur an additional charge equivalent to the shipping cost to the new address and country. For more information on how to modify your delivery address, please see our Shipping Policy at this link : Shipping Policy
Can I track my order?
Yes. When we ship your device, you will receive an email from the shipping company with a tracking number.
How long will it take for my order to arrive?
Shipping to mainland Spain, the Balearic Islands, Ceuta, and Melilla takes 2 to 5 business days. Shipping to the Canary Islands takes 5 to 10 business days. For more information, please see our Shipping Policy at this link : Shipping Policy
How much does shipping cost for my order?
Shipping to mainland Spain costs €6.50, to the Balearic Islands, Ceuta, and Melilla it costs €10. Shipping to the Canary Islands costs €15. For more information, please see our Shipping Policy at this link : Shipping Policy
