Question 1

Troubleshooting

Accepted Answer

Make sure your pet is nearby when troubleshooting.

To ensure the signal from your pet reaches your phone for testing purposes, make sure you are in close proximity to your pets' tag. This will make it much easier to determine if the tag is working properly.

IMPORTANT: There is no need to pair the tags to your phone. Huan tags do not require a connection to your phone in order to work and do not have a PIN Number.

Has it been a while since you've received your tag? Try replacing the battery

Huan Tags can last up to a year, but it's a good idea to pre-emptively replace the batteries just in case if it's been more than 6 months since you received your tag/last replaced your battery.

Tiny Huan tags require a new battery every 2-3 months.

Please see our battery replacement guide - it only takes a few seconds!

Check for Firewalls or similar apps

Firewall/Security apps (such as Avast Omni, Guardian, or Lockdown) can sometimes block the Huan App from updating. Please make sure to disable any security apps while troubleshooting.

On iPhone: Fix Location Permissions

Huan can not work without location permissions, and will display a prominent warning if location permissions are disabled:

I

Question 2

Is there a range limit for Huan Tags?

Accepted Answer

Huan tags are small Bluetooth transmitters with a very long range. However, in an urban environment, the range is typically between 300 to 400 feet, as buildings, cars and other people can sometimes block or weaken the signal.

Once the signal from your pets' tag reaches a Huan Sensor or another Huan user, it is instantly relayed to your phone, notifying you of your pets' whereabouts.

As the Huan Pet Protection Network grows, we will be able to cover larger areas across the country, essentially creating unlimited range and allowing you to keep track of your dogs and cats wherever you go.

For a more technical explanation, see Things you should know about Bluetooth Range.

Question 3

Setting up your Huan Smart Tag

Accepted Answer

Congratulations on getting your new Huan Smart Tag!

You are on your way to making your pets (and your community!) safer.

Setting up your Huan Smart Tag is easy:

Install the Huan Mobile app from the App Store or Google Play.
Sign into the app, and follow the onscreen instructions to add your pets (My Pets -> Add Pet).
Attach your tag (If you have a Classic or Hang tag, make sure to activate it by pressing the tag for 5 seconds).

Your app should now say "Last seen a few seconds ago" under your pets' name. This means the tag is registered successfully and the signal is being received by your phone.

Question 4

Replacing the Battery

Accepted Answer

Where do I get replacement batteries?

Huan tag batteries are generic coin-type batteries and can be purchased in most grocery/convenience stores or even gas stations.

When should I replace the batteries?

Standard Huan tag batteries usually last up to a year. Tiny Huan tags are much smaller and the batteries last about 2 to 3 months.

As a general rule, if your Huan app is saying "No signal", it's time to replace the batteries in your tag! Our in-app battery level meter is a useful tool in determining your current battery status - however, in some rare cases, the battery may fail prematurely, so it's a good idea to have a spare battery on hand, just in case.

Your Huan App will notify you when your Huan Tags' battery is critically low, and you should replace it:

You can check the exact battery percentage by going into your pet profile (tap the 'Edit' button). The 'Tag Info' box will contain the most recent battery information as received from the tag.

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Question 5

How does Huan work?

Accepted Answer

Huan is a nationwide network that connects pets and their owners. It is designed to be widespread and accessible to all. All Huan users are working together to protect each others' pets. Huan owners actively protect all Huan pets around them, even if their phone is in their purse or pocket.

Huan Tags are small, wearable Smart Pet Tags that transmit a signal every few seconds. The signal can be detected by any smartphone with the Huan app.

The Huan Network is augmented by Huan Sensors, which are deployed in public, street-facing locations. Designed to quickly detect missing pets, these sensors are on 24/7, always listening for signals.

In addition to these Huan Sensors, The Huan Network has Mobile Pet Sensors, which are deployed in cars driving around town, further extending the coverage.

The Huan app wakes up whenever a new signal is received, checking to see if the signal originated from a missing pet.

If the pet is far away from home and their owners are not nearby, Huan will alert the owners with their pets location, and display the updated marker on the map, allowing both finder and owner to communicate in order to make sure the missing pet does not get away.

Question 6

What happens if my pet is missing or lost?

Accepted Answer

Huan is designed to detect missing pets automatically.

Huan calculates the distance and time that has passed since your pet was last "seen" by the network, and can eliminate false alarms by keeping track of friendly users such as dog walkers who will pick your pet up from your home, even if they are not registered as co-owners.

Will Huan Alert me if my pet escapes and I'm not home?

It's every pet parents' worst nightmare… What if something happens and I'm not there to prevent it? Even worse, you may not even know your pet has gone missing for hours!

If you're away from home or from your pet and they escape, Huan will alert you as soon as they're detected by another Huan user. There is no need to mark them as "lost" since the system knows they've been detected away from home and away from you.

My pet just ran away! Can I mark them as lost? What do I do?

Don't panic! Huan allows you to mark your pet as 'Lost' right from the app. Simply tap the little arrow icon right under your pets' name to expand the Pet Info area and mark them as lost:

Once you've marked your pet as 'Lost', they will automatically show up on the map system-wide, and their last reported location will be visible to all Huan users. In addition, Huan will alert all other users in your community that your pet has been marked as 'Lost', letting them know they should be on the lo

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