Frequently Asked Questions
Check most frequently asked questions here, if you still need help then please contact us at support-global@satellai.com.

Account & Subscription

How do I create a SATELLAI account?

You can create a SATELLAI account from the SATELLAI Go app or through our official website.

Steps:

1.Visit https://satellai.com/account/login.

2.Click “Sign Up.”

3.Follow the on-screen instructions to complete registration.

How do I add a new pet?

1.Open the SATELLAI Go App

2.Go to the Manage tab and select “Add Pet.”

3.Follow the instructions to add and assign a pet to your Collar Go.

How to delete/unassign a pet profile:

1.Open the SATELLAI Go App

2.Go to the Manage tab

3.Open the pet’s profile and select “Delete Profile” or “Unassign from current device.”

How do I manage my telecom plan?

You can view or update your telecom plan anytime from your SATELLAI account dashboard.

Steps:

1.Log in to your account at https://satellai.com/.

2.Scroll down to “My Telecom Plans.”

3.Manage renewal, billing, or other details.

Can I pause my telecom plan?

You can pause your telecom plan by following the steps below:

Step:

1.Log in to your account at satellai.com.

2.Go to “My Telecom Plans.”

3.Click "See More Details"

4.Click "Pause Telecom Plan".

How do I cancel my telecom plan?

You can cancel your telecom plan directly in your account by following the steps below:

Step:

1.Log in to your account at satellai.com.

2.Go to “My Telecom Plans.”

3.Click "See More Details"

4.Click "Cancel Telecom Plans".

Orders & Shipping

Where can I find the order number for my recent Satellai Collar Go purchase?

To check your order information, please refer to the following steps：

1.Log in to your account at satellai.com.

2.Scroll down and find “Order history.”

3.Click the order and you'll be able to see your order information. Includes:

  • Order Number
  • Order Date
  • Order Status
  • Payment Status
  • Total Amount

What countries does the SATELLAI Collar Go ship to?

Currently, we ship to the following countries/areas: UK、EU
More details: Shipping Policy

 

 

Do I need to pay customs duties for my purchase?

No. SATELLAI Collar Go ships from local warehouses in the US, EU, and UK, so you don’t need to pay any customs duties or import taxes.

For shipments outside the EU, local taxes or import duties may apply according to the destination country's regulations.

How do I change my shipping/delivery information?

If you have already placed your order, please contact our customer support team to update your shipping information.

If you haven’t placed your order yet, you can modify your shipping details directly on the checkout page before completing your purchase.

What is the delivery time?

United Kingdom & Ireland

England / South England / Wales: 1 – 2 business days

Ireland/ Northern Ireland / Scottish Highlands: 3 – 4 business days

European Union – Fast Delivery Zone

France/Luxembourg/Belgium/Denmark/Netherlands : 1 – 2 business days

Italy/Slovakia/Slovenia/Austria/Poland/Spain/Czech Republic/Switzerland: 2 – 3 business days

European Union – Standard Delivery Zone

Hungary/Portugal/Sweden/Norway：3 – 4 business days

Croatia/Romania/Latvia/Greece/Finland/Estonia/Lithuania/Serbia：4 – 5 business days

Non-EU / Extended Europe

North Macedonia/Turkey: 10 – 14 business days

What is the return policy for the SATELLAI Collar Go?

The SATELLAI Collar Go comes with a 30-day return and refund period, starting from the day after shipment.

1.Returns are accepted only if the product is in original, working, and resalable condition (normal wear is acceptable).

2.If the device has been activated, the activation fee is non-refundable.

3.For returns not caused by product defects, the customer is responsible for:

  • Return shipping costs
  • Payment processing/transaction fees
  • Activation fee (if already activated)

Once approved, SATELLAI will provide a prepaid return label, monitor the shipment, and issue a refund within 7–10 business days after inspection.

If the product was purchased outside the official website, please contact the original seller directly.

Product Features

What is in the Box?

Your package includes the following items:

• SATELLAI Collar Go

• Quick-release backplate

• Collar mounting strap

• USB-C Charging cable

• Band for the Collar Go

How should I choose between size M and size L?

SAETLLAI Collar Go can only be used for dogs above 4kg (8.8lbs).

M 33cm-46cm (13"–18")

For dogs like Beagles, Bichons, Border Collies, Boston Terriers, and more.

L 43cm-66cm (17"–26")

For dogs like American Bulldogs, German Shepherds, Golden Retrievers, Labradors, and more.

What is the SATELLAI Collar Go? How does it help me and my pet?

The SATELLAI Collar Go is a smart collar with GPS tracking, health & activity monitoring, and a built-in AI to answer your questions. As such, it is able to provide real-time GPS location, location history, health and activity data, and virtual boundaries with escape alerts to help you ensure your pet’s safety.

How do I find my pet using the SATELLAI Collar Go?

The SATELLAI Collar Go tracks your pet by combining GPS positioning and LTE communication.

Positioning: The built-in GPS module calculates your pet’s location using satellite signals. For best accuracy, ensure the device has a clear view of the sky.

Communication: Once GPS data is collected, it is sent via LTE to your SATELLAI Go app, allowing you to view your pet’s position in real time.

Poor weather or signal obstruction (buildings, metal, etc.) may reduce accuracy.

Do I need a SIM card for my Satellai Collar Go?

No. The SATELLAI Collar Go uses an embedded virtual SIM (eSIM) and does not require a physical SIM card. You only need an active telecom plan to use tracking and network-based features.

How do I contact Satellai Customer Service?

You can reach the SATELLAI customer support team through the following channels:

Email: support-global@satellai.com

Available Monday to Sunday, 9:00 AM – 9:00 PM (EST)

Phone (Toll-Free): +1-888-595-8226

Available Monday to Friday, 9:00 AM – 5:00 PM (EST)

Available Monday to Friday, 9:00 AM – 5:00 PM (EST)

You can also visit the Help Center / FAQs section on the website for quick answers to common questions.

What is the tracking range?

The SATELLAI Collar Go supports global GPS coverage, but LTE connectivity depends on regional network compatibility. We currently offer different product versions for different markets (e.g., the U.S. and Europe). Please ensure you purchase the version that matches your region.

Set up & Use

How do I activate my SATELLAI Collar Go?

To activate your SATELLAI Collar Go, please follow the steps below:

Steps:

1.Turn on the device — Press and hold the power button for 3 seconds until you hear a short startup chime.

2.Download the SATELLAI Go app — You can scan the QR code from the user manual or visit our official website at satellai.com to download the SATELLAI Go app from the homepage.

3Complete activation — Enable Bluetooth on your smartphone, open the app, and follow the in-app instructions to pair and activate your device.

How do I turn my SATELLAI Collar Go on/off?

To turn on: Press and hold the power button for about 3 seconds until you hear one “beep” sound and see a single white flash — your device is now on.

To turn off: Press and hold the power button for about 3 seconds again until you hear one “beep” sound and see two white flashes — the device is now off.

How do I charge my SATELLAI Collar Go?

Steps:

Open the waterproof cover on the charging port.

Insert both ends of the included charging cable — one into your SATELLAI Collar Go and the other into a power adapter.

Plug the adapter into a powered outlet.

When charging starts, the LED indicator will flash white light. A solid white light indicates the battery is fully charged.

How do I put the SATELLAI Collar Go on my pet?

After activation, prepare the provided band or your own collar (your own band must be 25mm or less in width).

Steps:

1.Press and hold the button on the backplate to disengage the locking mechanism, rotate the device 90°, and detach the device from the backplate.

2.Remove the strap from the backplate. Position the backplate against the band and fasten the backplate to it using the strap.

3.Insert the device into the backplate at a 90° angle and rotate it until the locking mechanism clicks into place.

4.Adjust the size to fit your pet comfortably (there should be space for two fingers between your dog's neck and the band) and fasten the band onto your dog's neck.

About Satellai Go App

How do I log in/out of the SATELLAI Go application?

To log in:

1.Open the SATELLAI Go app.

2.Follow the prompts to enter your email and password.

3.If you don’t see your device, ensure you are logging in with the correct email address.

To log out:

1.Open the SATELLAI Go app.

2.Go to the “Account” tab.

3.Tap your account and select Log Out.

How to download the SATELLAI Go app?

The SATELLAI Go app is free to download from:

[Google Play Store] (Android 10.0 or newer)

[Apple App Store] (iOS 16.6 or newer)

Important: Always download from official app stores to avoid modified or unsafe versions.

Why does the SATELLAI Go app request access to my location, camera, etc.?

The app requests certain permissions to ensure proper operation and user convenience:

• Location: To show your position relative to your pet.

• Bluetooth: To maintain short-range communication and improve tracking precision.

• Camera & Photos: To personalize your pet’s profile photo.

Notifications & Network Access: To receive real-time alerts and sync your data.

SATELLAI only requests permissions essential for functionality and never accesses personal data without consent.

How do the SATELLAI Collar Go notifications work?

You’ll receive notifications for:

• Virtual Boundaries: Alerts when your pet enters or exits a safe zone.

• Low Battery & Device Status: Reminders to charge or maintain your SATELLAI Collar Go.

To ensure proper delivery, confirm notifications are enabled both in your phone’s system settings and within the SATELLAI Go app.

Troubleshooting

Why is my SATELLAI Collar Go not updating location or showing a slashed-out GPS icon?

When your Collar Go shows a GPS icon with a slash through it or stops updating its location, it usually means it’s unable to obtain a valid GPS signal or transmit location data via the cellular network. This commonly happens indoors, in dense urban areas, or when the device hasn't been restarted after a signal loss.

 

Steps:

1.Go outdoors with the Collar Go in hand and stay in an open area for at least 10 minutes to allow GPS satellites and the cellular network to reconnect.

2.Open the SATELLAI Go app and check if the GPS signal bars appear or if the location begins updating. If it updates, the issue was caused by a poor indoor signal.

3.If it still doesn’t update, please reset: hold the power button for 10 seconds until you hear the restart sound and see the white LED flash.

4.After restarting, press the power button twice to check the LED status — "Green/yellow means working, red or no light indicates connection failure.

5.Repeat the outdoor walk and enable LIVE Tracking in the Map tab to force a fresh GPS + network update.

 

If still unresolved, keep the Collar Go powered ON and contact our support team with the steps you have already tried.

Why is my SATELLAI Collar Go showing "offline"?

This means the device is temporarily unable to transmit data to the SATELLAI Go app due to cellular network issues — it may still know its location, but cannot send it to your phone. This is not a power issue or data loss.

 

Steps:

1.Move outside or to an open space — the device will often reconnect automatically once it detects stronger cellular coverage.

2.If the status doesn’t change, perform a hard reset by holding the power button for 10+ seconds until the white LED flashes and the startup sound plays.

3.Press the power button twice. A green/yellow LED means reconnected, while a red light indicates it still cannot access the network.

4.Take the device outside for another 10-minute walk and tap Live Tracking Mode in the app to force a real-time update.

 

If the Collar Go still shows Offline, leave it turned ON and contact support — do not power it off, as our diagnostics require an active signal.

Why is the map not updating even though the collar shows it’s connected?

If the LIVE Tracking button is grayed out or location updates are not live, it usually means the Collar Go is in battery-saving mode (At-Home Mode) or has insufficient GPS or cellular signal to push live data — even if it appears “Connected”.

 

Steps:

1.Check if you are inside an At-Home Mode(LIVE Tracking only activates indoors if the phone is close enough to the device via Bluetooth). If you are, once your pet leaves the zone, the system should automatically switch to GPS + cellular.

2.Make sure your phone itself has stable internet (Wi-Fi or LTE); otherwise, it won't receive updates.

3.Take the device outdoors and wait 1–2 minutes with a clear view of the sky to ensure both GPS and cellular locks are acquired. Then refresh LIVE Tracking Mode to connect directly

4.If it is still not working, restart the device (hold the power for 10 seconds) and repeat the outdoor test.

 

If Live Tracking mode cannot start after a full reset + outdoor test, leave the device powered on and contact support for remote diagnostics.

Why am I receiving false Virtual Boundary alerts while my pet is at home?

This is almost always caused by GPS interference indoors. When your pet is inside, roofs and walls can interfere with GPS signals — causing the location to "drift" outside your Virtual Boundary, even if your pet hasn't actually moved.

 

What you can do to prevent this:

1.Set up an At-Home Mode — the collar will use Wi-Fi instead of GPS indoors, eliminating false alerts and saving battery.

2.Increase the size of your Virtual Boundary to provide more buffer space.

3.Avoid using LIVE Tracking indoors, as it increases the chance of the GPS location “drift”.

4.Make sure multiple Virtual Boundaries do not overlap.

5.Keep Bluetooth + Location Services enabled on your phone for better nearby accuracy.

 

If issues continue, contact support and share the exact date and time of the false alerts — this helps us investigate faster.

Still have questions?

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