Use these steps to get the most out of your SyncUP PETS device. See how it works with a simulator.

 

SyncUP PETS app setup

To use your SyncUP PETS device, you must download the free SyncUP PETS mobile app from the Google Play Store app or Apple App Store app. There's no other way to communicate with the device.

 
App requirements
 
  • Bluetooth version 4.2 or later
  • Wi-Fi – 802.11 at 2.4 GHz to support safe zones and device firmware updates
  • Android 7 or later (tablets not supported)
  • iOS 11 or later (iPad not supported)
 
Download app and create account
 

You can use your T-Mobile ID and password to log in to the SyncUP PETS app (see Set up and manage T-Mobile ID for more on managing T-Mobile ID through the T-Mobile app). Use the steps below to log in or create a new account from the SyncUP PETS app.

 

  1. Download and install the SyncUP PETS mobile app from the Google Play Store app or Apple App Store app.
  2. Open the SyncUP PETS app on your phone or tablet.
  3. To log in, use an existing T-Mobile ID, or create a new T-Mobile ID if you don't have an existing one.
    1. Click Get a T-Mobile ID under Log In.
    2. Sign up for a T-Mobile ID with the following information:
      • First name
      • Last name
      • Email
      • Password
    3. Tap Sign me up.
    4. Check your email for a verification code, then enter the code in the SyncUP PETS app and tap Verify my email.
    5. Complete the required security questions, then tap Next.
    6. Use your newly created credentials to log in to the SyncUP PETS app.
 
Log in / out of SyncUP PETS
 

You can use your T-Mobile ID and password to log in to the SyncUP PETS app. Note:​ If the password is entered incorrectly five (5) times, the account will be locked and you will need to reset your password or wait 24 hours to log in.

To log in to your account...

  1. Download and install the SyncUP PETS mobile app from the Google Play Store app or Apple App Store app​.
  2. Open the SyncUP PETS app on your phone or tablet.
  3. To log in, use existing T-Mobile ID and tap Log in.

To log out of your account...

  1. Tap the Settings icon in the bottom-right corner of any screen.
  2. Tap Log out.

If Face ID / fingerprint scan login isn't working...

  1. Tap the Settings icon in the bottom-right corner of the screen.
  2. Toggle Biometrics login on. A confirmation email will be sent if toggled on successfully.
  3. If Biometrics does not appear on the settings screen, check that biometrics are set up on the phone.
    1. Go into Settings after you log in to enable this functionality.
    2. Check that the app is updated to the latest version.
    3. Check that Face ID is turned on in the app.
    4. Uninstall and reinstall the app.
 
Reset SyncUP PETS password
 

Use the steps below to reset your password through the SyncUP PETS app.

  1. On the "Welcome" screen, enter your T-Mobile ID password and tap Log in.
  2. From the home screen, tap Forgot password?
  3. Enter the billing ZIP code and tap next.
  4. Select either option:
    • Receive an SMS message with a temporary password.

      1. Enter the temporary password.
      2. Create a new password.
    • Answer the security questions (this option is only available if you completed your security questions over seven (7) days ago.
    • Create a new password.

 

Getting started

Pair up to eight (8) devices in the SyncUP PETS app, and add up to 25 pet profiles for each SyncUP PETS device. Use the steps below to start pairing your devices and setting up pet profiles.

 
Add / remove a pet
 

Add pet

  1. Charge the SyncUP PETS device and power it on.
  2. In the SyncUP PETS app, tap +Add a Pet.
  3. Enter pet profile information, including:
    • Pet Name
    • Pet Type
    • Breed (optional)
    • Gender (optional)
    • Weight (LB) (optional)
  4. Tap Next. If you're unable to tap next:
    1. Check that all fields marked as required have been filled out.
    2. Force close the app and retry.
    3. Uninstall the app, then reinstall.
  5. Add a photo of your pet.
    • Tap Take a photo to take a new photo with your device camera.
    • Tap Photo library to choose a photo from your gallery.
    • If you're unable to add a photo, ensure Allow was selected when camera / file access was requested during setup. If not:
      1. On your phone, go to Settings > Apps.
      2. Locate and select the SyncUP PETS app.
      3. Scroll down to settings and tap Permissions. Check that Camera, Location, and Storage settings are toggled on.
      4. Go back to the SyncUP PETS app and try to upload the photo again.
  6. Tap Save.
  7. Tap Pair device to begin pairing the SyncUP PETS device, or tap Close to return to the home screen.

Remove pet

To remove from the Pet Profile page

  1. Charge the SyncUP PETS device and power it on.
  2. In the SyncUP PETS app, tap the pet profile picture.
  3. Scroll to the bottom of the Pet Profile page and tap Remove Profile > Remove.
  4. Tap Confirm.

To edit a Pet Profile page

  1. Charge the SyncUP PETS device and power it on.
  2. In the SyncUP PETS app, tap pet profile picture.
  3. Tap in the field you want to edit and make any desired changes.
  4. Scroll down and tap Save. If your pet profile won't save:
    1. Check that all fields marked with an asterisk (*) have been filled out.
    2. If the profile was created previously, ensure that changes were made. Users won't be able to save unless the profile was edited in some way. To exit this screen, tap the back button (<).
    3. Close out of the app and retry.
 
Pair / unpair SyncUP PETS device
 

Pair

Use the steps below to pair a new device.

  1. If it's the first time using the device:
    • Place SyncUP PETS device on the charging station and wait until the device light turns on.
    • If the device is on the charger and the app can't detect it, or if the charger is unavailable, press and hold the button on the back of the tracker until the device beeps and the light flashes blue.
  2. In the SyncUP PETS app, scroll left or right on the pet profile picture to select the pet you wish to pair the device with.
  3. Tap Pair device​.
  4. Once the device light is on, select Yes, LED has turned on, then tap Next.
  5. Select your device from the list. Your device will begin pairing.
  6. Tap Connect to Wi-Fi, enter your Wi-Fi credentials, and tap JOIN.
    • You must be within range of the Wi-Fi network you wish to connect to and have Bluetooth enabled on the phone in order to join.
    • If you are not in range of Wi-Fi, tap Skip to connect later.
    • If you don't connect to Wi-Fi, location updates may be delayed and battery life may be shorter.
  7. Once Wi-Fi has successfully connected, tap Done. If the SyncUP PETS device won't pair to Bluetooth:
    1. Confirm Bluetooth is enabled on the phone. If not, enable Bluetooth and tap Allow. Note: If you tap Deny, the first time, tap to enable Bluetooth again and select Allow.
    2. If Bluetooth still won't pair, attempt to pair manually.

Pair manually

If auto-syncing isn't working, or if you have trouble pairing, use the steps below to activate the device.

  1. In the SyncUP PETS app, tap ​Device.
  2. Tap Pair device​.
  3. Once the device light is on, select Yes, LED has turned on, then tap Next.
  4. Tap Pair manually.
  5. Enter the 15-digit IMEI code located on the bottom of the tracker and tap Next to complete pairing.
  6. Tap Connect to Wi-Fi, enter your Wi-Fi credentials, and tap JOIN.
    • You must be within range of the Wi-Fi network you wish to connect to in order to join.
    • If you are not in range of Wi-Fi, tap Skip to connect later.
    • If you don't connect to Wi-Fi, location updates may be delayed and battery life may be shorter.
  7. Once Wi-Fi has successfully connected, tap Done. If the device won't pair:
    • Check that the LED light on the SyncUP PETS device is on. If not, place the device on the charger until the LED light is white or green, then repeat the steps above to pair.
    • Check that the phone is not connected to other Bluetooth devices. Devices such as Bluetooth headphones may interfere with pairing.
    • For Android phones, check the list of paired devices to see if the SyncUP PETS device is showing / saved. If so, attempt to unpair the device and repeat the steps above to pair.

Unpair

  1. Charge the SyncUP PETS device and power it on.
  2. In the SyncUP PETS app, tap Device.
  3. Tap Remove Device > Remove.
 
Connect SyncUP PETS device to Wi-Fi
 

If you skipped Wi-Fi setup in the pairing process, or if you want to change your Wi-Fi network:

  1. From the SyncUP PETS app, tap Device.
  2. Tap Manage Wi-Fi.
  3. Place the SyncUP PETS device on the charger, or press and hold the device button until it beeps and blinks blue, then tap Next.
  4. Select your Wi-Fi network from the list, enter your Wi-Fi credentials, then tap Join.
  5. Once your device has connected, tap Done.
 
Notifications
 
  • To delete notifications, slide the desired notification to the right, then tap the trash icon.
  • If notifications are not showing in the notification center, check to see if results were updated by dragging down on the notifications screen. This will update to include recent notifications.
  • Notifications must be enabled on the phone to receive SyncUP PETS app notifications.

To manage notifications

  1. In the app, tap the Settings icon with the gear.
  2. Tap Notifications.
  3. Use the notifications toggles to turn the following notifications on / off:
    • Safe zone notifications
    • Low battery
    • Activity goal reached
    • Activity goal not reached

 

Location tracking

The device must be on and in a T-Mobile narrowband coverage area. For coverage details, check the Narrowband IoT coverage map.

  • In the app, tap the location icon at the bottom of the screen to view your pet's location.
  • Tap your pet's map icon and tap Directions to get directions to your pet.
  • Use the paw icon to view all pet locations available on the map.
    • If the paw icon is magenta, your pet(s) is currently in view.
    • If the paw icon is outlined in grey, your pet is outside of current view. Tap the icon to bring all pets into view.
  • Pet location updates approximately every six (6) to fifteen (15) minutes (updates vary based on Wi-Fi and Bluetooth connection, when the pet is outside the Safe zone, or when in lost mode).
  • Location information is approximate and may not always be available.
 
Tracking mode
 

Tracking mode allows you to find your pet quickly by increasing the frequency at which your device sends location updates. Enabling Tracking mode uses GPS, which will impact the battery life of the device. To enable tracking mode:

  1. In the SyncUP PETS app, tap the Location icon located in the bottom-center of any screen.
  2. Tap the pet icon for the pet you wish to track.
  3. Tap Track > Track.
  4. When you are done tracking, tap Stop tracking.
 
Get directions
 

Show your pet's GPS location and get directions to your pets when in Tracking mode. Users can drive or walk to a pet, or share directions to their pet. To view directions:

  1. In the SyncUP PETS app, tap the Location icon located in the bottom-center of any screen.
  2. Tap the pet icon for the pet you wish to track.
  3. Tap Track > Track.
  4. Tap Directions.
    • Tap the car icon to get driving directions.
    • Tap the person icon to get walking directions.
  5. Tap GO to start navigation, or tap ​Share​ to send directions.

 

Activity tracking

  • Track your pet's activity by day, week, or month.
  • Users can view up to 13 months of activity data.
  • The daily activity graph is calculated by tracking the movement of the device on an hourly basis.
  • The bar graph highlights the difference in movement based on the 24 hours in a given day.
  • The weekly view provides a total of the previous 7 days in that specific week.
  • The monthly view is a calculation of the totals for each week's activity within that specific month.
  • Activity only updates when the SyncUP PETS device is active.
 
View pet activity
 
  1. In the app, tap Activity.
  2. Use the tabs below your pet's profile to view activity by ​Day​, ​Week​, or ​Month​. If you can't access activity data:
    • Check that the device was activated for the pet profile.
    • Check if the device is still pending activation.
    • Close out of the app and try again.
 
Set activity goals
 
  1. In the app, tap Activity.
  2. Tap Set daily goal.
  3. Set your goal in minutes or hours, then tap Save.
 
Manage Activity notifications
 
  1. In the app, tap the Settings icon with the gear.
  2. Tap Notifications.
  3. Use the Activity goal reached or Activity goal not reached notifications toggle to turn notifications on / off.

 

Safe zones

  • Safe zones create "virtual fences" that provide alerts when the tracker leaves or enters a zone.
  • Safe zones can be set from a range of 50 meters to 50 miles.
  • Safe zones only update with your pet's activity when the SyncUP PETS device is active.
  • Users can create up to 25 (total) Safe zones.
  • Safe zones use map marker colors to indicate the status of your save zone.
    • Green icon indicates your pet is inside the Safe zone.
    • Red icon indicates your pet is outside the Safe zone, or you have no Safe zones set up.
    • ​Grey​ icon indicates no tracker information is available, or you have no device paired.
 
Create a Safe zone
 
  1. In the app, tap Safe zones.
  2. Tap the + icon to create a new Safe zone.
  3. Enter an address or select a location on the map.
  4. Tap Next.
  5. Enter the name for the Safe zone and select the desired pet to apply the Safe zone to, if necessary.
  6. Use the toggle to activate or deactivate the Safe zone.
  7. Tap Save.
 
Edit or delete Safe zones
 
  1. In the app, tap Safe zones.
  2. Tap View on the Safe zone you want to edit or delete.
  3. Tap Edit in the top right corner.
    • To edit a safe zone, enter the desired location, pinch and zoom to change radius.
    • To delete a safe zone, tap Next > Delete > Delete.
 
Manage Safe zone notifications
 
  1. In the app, tap the Settings icon with the gear.
  2. Tap Notifications.
  3. Use the Safe zone notifications toggle to turn notifications on / off.

If you can't access safe zones:

  1. Check that the device was activated for the pet profile.
  2. Check if the device is still pending activation.
  3. Check that the SyncUP PETS app is up to date.
  4. Close out of the app and try again.

 

Update & reset

 
Update software
 
  • The SyncUP PETS app updates through the Google Play Store app or Apple App Store app.
  • The SyncUP PETS device must be placed on the charger to update.
  • To update the SyncUP PETS software, locate the app in the app store and select ​Update​, if available.
  • If the SyncUP PETS device isn't receiving firmware updates:
    • Check that the device is connected to Wi-Fi.
    • Check that Wi-Fi was set up with this device.
 
Reset / delete everything
 

Resetting the SyncUP PETS device will not impact information in the SyncUP PETS app.

To reset the SyncUP PETS device from the app...

  1. From the app, tap Device.
  2. Tap Remove Device > Remove.
  3. Wait 30 minutes before attempting to re-pair the device.

To factory reset SyncUP PETS device...

Quick press (less than one second) the button on the SyncUP PETS device six (6) times.

  • The device will flash blue with each successful press.
  • Upon reboot the device will flash red, then white.
  • Force close the SyncUP PETS app on your phone before pairing again.
  • Wait 30 minutes before attempting to re-pair the device.

 

Health Journal

Access the Health Journal from the home screen of the app. From there, you can manage the following:

 
Appointments
 

The current month of appointments appear when you access Appointments. Appointments are marked with a magenta circle for any upcoming that you have set. Click the month to view a list of upcoming appointments for the month.

  1. From your home screen, tap Health Journal.
  2. Tap Appointment.
  3. Tap the + symbol.
  4. Enter information about the appointment, like the date, time, and address.
  5. Tap Save.
 
Medical documents
 

After you tap the Medical documents icon from the Health Journal, you can perform the following:

  • Existing documents appear on the front page. Click to view or the X to remove.
  • There’s a 10 document limit
  • Only JPEG and PNG are supported image file formats

Store a document

  1. From your home screen, tap Health Journal.
  2. Tap Documents.
  3. Tap the + symbol.
  4. Choose whether you’d like to upload an existing document, take a photo of one, or create your own within the app.
  5. Create a label, then tap Save.
 
Reminders
 

After you tap the Reminder icon from the Health Journal, you can perform the following:

View upcoming reminders:  Click each item to view details or the X to remove.

Create a reminder

  1. From the home screen, tap Health Journal.
  2. Tap reminders.
  3. Tap the + symbol.
  4. Enter information about the reminder, like date and time.
  5. Tap Save.

Was this helpful?