Support
Support
Support For Our GPS Collar: Have a question? Let’s link up!
Hours of Availability
Monday-Friday: 10:00 am to 6:00 pm ET
Saturday: Closed
Sunday: Closed
The All-New Link
Guarantee
30-Day Product Guarantee
Orders placed on linkmypet.com are eligible for a 30-day product guarantee.
If you wish to return, and you purchased from our website, call us within 30 days of purchase for a full refund on your product purchase price.
You must return the entire Link kit, undamaged, before we can issue a refund.
Used service plan time is non-refundable. Please refer to our Service Plan Cancellation policy to learn more.
If you purchased your Link from Amazon or another third-party retailer, you must contact that vendor in order to return, as your return is subject to their return policies. You must also contact Link customer service to cancel your subscription service plan.
Learn more about return and cancellation policies.
Link Service Plan
What is it and why do I need it?
Think of the Link Service Plan like a cell phone service plan for your pet: it enables data to be transmitted from the Link smart pet wearable to your Link app via cellular, which allows you to know your pet’s location, activity levels, and much more.
Additional Link Service Plan Benefits:
-24/7 complimentary Pet Poison Helpline access
-All-Access Link Membership Perks Program featuring exclusive offers from pet brands you know and love
-Link Concierge best-in-class support
-Link Health in-app symptom analysis tool & 24/7 live tele-vet services
How do I sign up:
Download the Link My Pet app from the Google Play Store or the App Store. Sign up for your pet's service plan during the app setup process (wait until you've physically received the Link device in the mail)
Service Plan Pricing:
All you're customizing is your preferred billing term. Monthly plans are $9.99 per month and billed each month. Save by pre-paying a 1-year plan (equivalent to $8.25 per month), a 2-year plan (equivalent to $7.75 per month), or a 3-year plan (equivalent to $6.88 per month).
Carrier & Connectivity:
Connectivity plays a key part in the Link ecosystem because data is sent from the smart pet wearable to your app via cellular data. Link uses the Verizon cellular network to relay smart pet wearable data. Your pet's Link plan is independent of your own cellular service plan - so it doesn't matter if you have Verizon, Sprint, AT&T, etc.
Shipping & Delivery
Link ships FREE via ground shipping!
Shipping Process
You will receive an order confirmation email once your order is placed. Please allow up to one business day for order processing. Once Link ships, you'll receive an email with tracking information. Ground shipping is approximately 3-4 business days. Faster shipping speeds are available and can be chosen during the checkout process.
Other Shipping Information:
Orders placed Friday night and over the weekend should ship Monday. Yes, we can ship to PO Boxes (via USPS Ground shipping). Shipping to Hawaii & Alaska may take longer.
International Shipping:
At present, Link is only available for sale and use in the United States.
Battery Life
Expected Battery Life for the new Link device:
With me connected to phone by Bluetooth - Up to 14 days
Home alone connected to place by Bluetooth - Up to 14 days
Away from me, and not at home connected by cellular signal - Up to 5 days
Live GPS tracking activated - Up to 36 hours
Just like your cell phone, poor Verizon coverage will reduce battery performance, since your Link will need to work harder to transmit data.
Sizing & Products Specs
Important sizing information:
Link is extremely lightweight and can comfortably fit pets ten pounds and up. The Link smart pet wearable is the "brains" of the tracking capability and is one size. It weighs about as much as a USB phone charger. The Link device can be attached to any collar or harness of your choice using one of the multiple attachment options available.
Is Link waterproof?
Link is rated IPX8, which means it is waterproof in up to three feet of water for up to 30 minutes. Link was designed to be durable and withstand the rugged daily demands on a pet collar.
Battery Life:
Link should last up to 14 days with normal use — but just like your smartphone, battery life ultimately depends on what features you use.
iOS & Android Compatibility:
The Link is compatible with Bluetooth-enabled Apple and Android smartphones. Minimum operating system requirements are iOS 11.0 and Android 7.0.
International:
At present, Link is only available for sale and use in the United States.
Pet Poison Helpline
What is it?
A benefit of an active Link service plan is peace of mind knowing that you can receive immediate, expert attention to a pet poisoning scare through our partners at the Pet Poison Helpline, at no additional cost.
Complimentary phone consultation with a veterinary professional trained in toxicology, along with any follow-up phone consultations with you and your veterinarian. Pet Poison Helpline is the only multi-disciplinary animal poison control, with experts in both human & veterinary medicine including board-certified veterinary toxicologists. Pet Poison Helpline’s services are available to you 24/7 at no additional cost. Learn more about Pet Poison Helpline.
How do I use it?
If you are an active service plan holder and you need to use this benefit: Tap "Link Concierge & Support" from the Settings Menu. You will see the Link-dedicated phone line listed there.
Does Link work on cats?
While you certainly could use Link on a cat, Link was designed for dogs. Features like insightful activity monitoring, as well as the overall app experience, were designed to help you know your dog better and make dog ownership easier.
Quick Start Guide
Set up your Link device
Charge the Link: To charge your Link device, insert the micro USB charging cable into the micro USB port. Insert the other end into a USB power adapter, then plug the USB power adapter into a power outlet. Charging can take up to 4 hours. When the power indicator light turns green, the device is ready for set up.
Download the Link My Pet App: Visit the Apple Store or Google Play store to download the Link My Pet app. Open the Link My Pet app and follow the prompts to choose your subscription and set up your pet’s Link profile.
Allow App Permissions: It's important to review the Link My Pet app permissions in your mobile device to ensure your Bluetooth and notification permissions are turned on and your location permissions are set to "always". The Link system relies on your mobile device permissions to relay important information between your Link device, your app and the Link server.
Create Places: Creating your home 'Place' is a crucial first step in properly onboarding your Link. Without it, you will experience false away notifications and will not receive proper notification if your dog leaves home (or any other set place.)
Attach the Link Device to Your Favorite Collar: To attach the clip, slide the front part of the clip into the back of the Link device. Attach the Link and clip to your favorite collar by sliding the clip over the collar and ensuring the full width of the collar is securely inside the bottom ledge of the clip.
Multiple People or Multiple Dogs Using Link
More than one person using the Link My Pet app?
Go through the setup process on one device. Then share login in credentials with anyone you'd like to use the app. More than one person can be connected to the app at the same time, however: If one of you is with the dog, but the other isn't, both of you will see "With You" on the screen. If you are both with the dog, only one of you can be active in the app at a time. Remember that for the optimal Link My Pet app experience, you should have all permissions set to "always".
Multiple dogs using Link?
Step 1: Set up one of your Link devices.
Step 2: From the app home screen, tap the More Menu.
Step 3: Tap on Settings and My Dogs.
Step 4: Tap on the "+" to go through the setup process for your second Link.
Tip: Only power on one of your Link devices at a time as you activate.
Battery Life and Charging Your Link
Battery Life:
With normal use, battery life averages up to 14 days.
How to charge Link:
Insert the charging cable into the micro USB port. Insert the other end into a USB power adapter then plug the USB power adapter into a power outlet. Charging can take up to 4 hours. When the power indicator light turns green, the device is fully charged.
Note: If the Link powers off, you will need to manually turn it back on after charging.
Tip: Charge your Link every night, just like you do your smart phone, so that you are both prepared for whatever the next day may bring!
Why is my Link blinking teal?
To make it easy to tell when your Link is on, we have an on/off indicator. If it is powered ON, you'll see a dim, teal blinking light on the front of the Link device.
Location Monitoring and GPS Tracking
Link monitors your pet's location, allowing you to track anywhere in the US as long as it has connectivity. As long as you have cell signal and your pet’s Link unit is on and charged, you are able to see its location via the Link My Pet app. Link uses advanced GPS, Bluetooth, Wi-Fi and cellular data to provide your pet's location.
Location tracking isn’t just for lost pets, it can be used to know when and where the dog walker or kids take your pet out, for example. It's fun to learn more about your pet's day!
How does it work?
Places are automatically created during setup and monitor where your pet is and who he is with. We use Bluetooth connections in places to conserve power. When your pet is in a place, you’ll see “With you” or “In a Place” on your app, and the map location will be that of the smartphone or pre-determined place. If the Bluetooth connection is broken, Link uses cellular data and you’ll be notified that your pet is “Away”. We will notify you if your pet has a location state change to or from “Away” so that you can track location with GPS. Getting an “Away” message doesn’t mean your pet is lost! He could just be with someone that does not have the Link My Pet app, like your dog walker or a family member.
GPS Tracking in "Away":
Stay on the location screen (that turns GPS on, leaving the screen turns it off). You should see a first location within 1 minute. The screen communicates the last known information and continuously updates, so long as Link has connectivity (Verizon signal) and clear line of sight to the sky (commercial GPS cannot track indoors). Paw prints reflect your pet’s most recently known locations, so you can get an idea of where he may be headed. Lost Mode / Track My Dog keeps GPS turned on if you leave the screen. Leaving the location screen (without Lost Mode / Track My Dog enabled) turns GPS off. GPS will drain the Link battery faster, so only use GPS when you really need it.
Location Checklist:
Always keep your places up to date. Always keep your app running in the background. Enable all permissions to "always".
Taking too long to track?
If it's been more than five minutes and location hasn't updated, Link is either unable to connect to the Verizon network and/or unable to find a GPS satellite. Link needs to have a cellular connection to communicate to the network, which communicates with your app. Link needs a GPS satellite connection to know its location. It must have clear line of sight to the sky to do this. Being indoors, under a bridge, in a heavily wooded area, etc. are GPS satellite barriers.
Feature functionality in and out of safe places:
Feature functionality is limited in “Places”, to conserve battery. Some feature functionality is impacted in "Away" to prioritize location tracking (for example, you cannot adjust temperature alert preferences in "Away"). Link uses advanced GPS, Bluetooth, Wi-Fi and cellular data to monitor and track your pet’s location.
Features
Not only does Link help you take a more informed and active role in managing your pet's well-being, it also helps you feel more connected to your pet than ever before. Link accomplishes this through our unique combination of features.
Location:
Link monitors your pet's location and notifies you if they leave a place designated by you. As long as you have cell signal and your dog’s Link wearable is on and charged, you are able to see their location via the Link My Pet app. Link uses advanced GPS, Bluetooth, Wi-Fi and cellular data to provide your pet's location. Furthermore, location tracking isn’t just for lost pets! It can be used to know when and where the dog walker or kids take your dog out, for example. It's fun to learn more about your pet's day!
Wellness:
Link uses several features to help you manage your pet’s wellness, so you can have peace of mind knowing you are doing what’s best for your pet.
Activity Tracking:
Link can help you manage your pet's wellness and make sure he gets a healthy amount of exercise. Inside the app, you'll get a customized recommendation based on your pet's age, breed, and size. With a proprietary 6-axis accelerometer, Link tracks and measures your pet's daily movement by accurately identifying moderate vs. intense movement throughout his day.
Vet Records & Reminders:
Save multiple vet records, vaccinations, licenses, certificates, and other important documents in your Link My Pet app and set reminders to follow up on important wellness-related items. This feature consolidates your pet's records for easy access on the go!
Temperature Alerts:
Link can monitor the ambient temperature of your pet's environment and notify you if the environment may be too hot or too cold.
Adventures:
Start adventures with just the touch of a button! Use this feature to record, remember, and share special adventures with your pet. Each new Adventure that you create will record your trail, mark where you took photos, and allow you to store your special memories. The app also allows you to easily edit the pictures taken along the way. Past Adventures are also stored in the app - think of it as your digital scrapbook where you can store unlimited Adventures!
Light, Tones & Vibrations:
Link has an LED light, tones and vibrations features that are controlled through the app. Access the Light, tones and/or vibrations buttons directly from the top bar of the home screen just below your dog's name. Use the Light feature to see and be seen! The tones and vibrations features may be used as a training aid, as training with sound and vibration is a proven method for building good dog behavior.
Activity Feature
Link can help you manage your pet’s wellness and make sure he gets a healthy amount of exercise. Inside the app, you'll get a customized recommendation based on your pet's age, breed, and size. With a proprietary accelerometer, Link tracks and measures your pet's daily movement by accurately identifying moderate vs. intense movement throughout his day.
Activity Feature overview:
Data is uploaded hourly, so you may not immediately see activity update right after a walk or run. The top of the activity screen depicts periods of exercise along with medium and high intensity movement. The middle histogram shows all movement during the day (including low intensity activity). Your activity goal is recommended based on the age, breed and size of your dog. If you have a mixed breed, we'll ask you some additional questions about your dog to give you the best recommendation. You can change your activity goal at any time by tapping "Goal". Each time he consecutively meets his daily activity goal you will earn an activity streak! View historical daily activity by swiping across activity screens or tap the calendar icon.
LED Light and Sound Features
LED Light Feature:
You are going to love using the Link LED light whether it’s on nighttime walks or activated as an additional awareness tactic in the event your pet is away in the dark. Use the Light to see and be seen anytime you or your pet are out in the dark. The Light is disabled when your pet is home alone to conserve battery.
Tones & Vibrations Features:
These features may be used as a training aid, similar to clicker training. Turn these features on by pushing the Sound icon, which you will see in the top bar of the home screen just below your pet's name.
Ambient Temperature Feature
Link can monitor the ambient temperature of your pet's environment and notify you if the environment may be too hot or too cold.
To activate this feature:
Tap on the More Menu and then Temperature Alerts.Tap On/Off button at the bottom center. Customize your preferred High and Low alerts by using the "+" and "-" buttons. Tap Save.
About this feature:
This feature measures the ambient temperature of the Link wearable’s environment. If a temperature at or above the range you've specified is detected, you will receive an alert. False high temperature alerts can be triggered if the Link unit is covered by the body heat of a sleeping pet, nestled against a blanket, etc. You can edit your threshold settings at any time, just make sure to hit Save.
Adventure Feature
You and your pet will have so much fun using the Adventures feature!
Use this feature to record, remember and share special adventures with your pet. Each new Adventure that you create will record your trail, mark where you took photos, and allow you to store your special memories.
Past Adventures are also stored in the app - think of it as your digital scrapbook!
Vet Records and Reminders dropdown:
Save multiple vet records, vaccinations, licenses, certificates, and other important documents in your LInk app and set reminders to follow up on important wellness-related items.
To use this feature:
Select "Records" from the "More" Menu. Create a new document by selecting the "+" icon in the upper right-hand corner. Enter the title and expiration date of the item. Optional: Set a reminder to notify you when the record expires. Select "Capture Photo" and take a photo of your document or select "Done" to finish. Once uploaded, you'll see your dog's records stored on the Records home screen.
Temporary Places dropdown:
These extend your phone’s set safe places and are meant to be used in temporary situations when you are out and about together, like if you wanted to play fetch, roam the dog park or have a picnic. They prevent you from receiving alerts when your pet leaves your phone's bluetooth safe zone.
To use this feature (when in the “With you” location state), follow these in-app steps:
Tap the “Temporary Safe Place” button on your location screen. Set the time duration of your safe zone (you can always extend it later). Adjust the safe zone radius by pinching and dragging the small circular arrow icon, up to a radius of 2400 meters.
Temporary Safe Zone Tips:
This feature uses GPS, so only use when you really need to in order to conserve battery life.
Training with Link
Learn how to train your dog with Link’s built-in tones and vibrations.
Link and IFTTT
What is IFTTT?
IFTTT (short for “If This Then That”) is a free automation tool designed to
connect apps and services. With IFTTT, you can create scripts or applets that
automate data based on the triggers you choose. For example, you can have your
dog’s detailed activity sent to Google Sheets, Evernote or Dropbox.
Link and IFTTT
Link has made IFTTT connectivity easy for our Link Pack by providing a
selection of pre-made applets for you to choose from. Click here to view our current applets.
Getting Started with Link and IFTTT
Download the latest version of the IFTTT app or create an account on the web.
From there you can explore available Link My Pet applets or create your own.
You do not need a pro or pro+ IFTTT account to use IFTTT with Link. If you’d
like to add a larger number of applets or set up more complex automations, you
may need to upgrade your IFTTT account.
How to Change Your Email Address In-App
Changing your email address through the Link My Pet app is quick and easy.
iPhone:
Begin on the main page. Choose "More" on the bottom right corner of the screen. Choose "Settings" on the bottom of the menu that pops up from the right side. Choose "Account." Click on the three dots in the top right corner. Choose "Edit Info." Enter new email address. Choose "Save" at the top right corner.
Android:
Begin on the main page. Click on the three lines in the top left corner of the screen. Choose "Settings" from the bottom of the menu. Choose "Account." Click on the three dots in the top right corner. Enter new email address. Choose "Save" at the top right corner.
Once you have entered your new email address, the app will ask you to sign out and sign back in for the change to be implemented.
Firmware Updates
We’re committed to helping you keep your pet safe, happy and healthy!
As a Link subscriber your Link will receive periodic updates.
Is there a cost for a Firmware update?
No!
How do I know if I’m eligible for an update?
First, check your app store to make sure your Link My Pet app is up to date. Then, go into the Link My Pet app. If there is a firmware update available, we will notify you and begin the process on the next charge.
What do I need to do:
Make sure it's powered on. Charge it for at least an hour.
How do I know an update is in progress?
The app will tell you. You will also see a variety of blinking colored lights on the Link.
How do I know if the update went through?
We will send a push notification either way.
What if my update does not go through?
Reopen the app to retry. Leave it charging until you are notified the update completed.
What if my update repeatedly does not go through?
Because we send the update over Verizon’s cellular signal, consider placing the device somewhere with better Verizon signal (remember to plug it back in though).
What if I’m not seeing an average of 14 days of battery life with the update?
Please contact Customer Service for troubleshooting assistance at 866-303-1876.
Troubleshooting Location Tracking
Taking too long to track?
If it's been more than five minutes and location hasn't updated, Link is either unable to connect to the Verizon network and/or unable to find a GPS satellite. Link needs to have a cellular connection to communicate to the network, which communicates with your app. Link needs a GPS satellite connection in order to know its location. It must have clear line of sight to the sky to do this. Being indoors, under a bridge, in a heavily wooded area, etc are GPS satellite barriers.
Troubleshooting in “Away”
For connectivity, the tracking unit needs to be able to connect to the Verizon network. Barriers to the tracking unit finding a GPS satellite could be being indoors, under a bridge, in a heavily wooded area, etc. Your smartphone may also have poor connectivity, which could impact a slower-than-expected location update.
To prevent false “Away” location state changes, always:
Keep your app running. Keep your phone’s Bluetooth on.
Troubleshooting in WITH YOU or IN A PLACE:
The app reports the location of your phone or designated home location (it doesn't rely on GPS). Your smartphone may also have poor connectivity, which could impact a slower-than-expected location update.
Remember to charge your Link every night, just like you do your smart phone, so that you can both be ready for whatever the next day may bring!
Password Reset
When logged in to the iOS or Android app:
Tap Settings
Tap Account
Tap the vertical dot icon
Tap "Change Password"
When not logged in to the iOS or Android app:
From the main app screen, tap "I have an account"
Tap "I forgot my password"
Type in your email address
Follow the reset steps you receive in the email.
Android Managing Connections Message
If you're seeing a “Managing Connections” message, that is because it is a Google requirement as we are using Bluetooth in the background to communicate with the tracker. This is required by Google to let its users know if an app is actively connecting, even when the app is not active.
For optimal Link location monitoring and tracking functionality, you should always have locations permissions turned on.
Because we use low energy Bluetooth, your phone's battery should not be materially impacted.
Return & Cancellation Policies
**If you need help, please contact us as we can usually troubleshoot most issues**
To return your Link:
Linkmypet.com orders: Please call us at 866-303-1876 to request a Return Merchandise Authorization (RMA)
You are responsible for return shipping fees and the RMA will include our shipping address so you can ship via a carrier of your choice.
Used service plan time is non-refundable.
See the below Return Criteria.
If you ordered from somewhere other than our website:
We can only accept returns on linkmypet.com (our e-commerce site) purchases. If you purchased from a third-party retailer like Amazon please contact that retailer to return. You will still need to cancel your service plan by calling Link Concierge, otherwise you will be billed again upon plan renewal.
Return Criteria:
Return request must be made to Link Customer Service within 30 days of purchase from linkmypet.com. Returned product must include its original packaging with all original components. Product must be in original working condition, as determined by our sole discretion. Damaged product, including pet-induced damage, is non-refundable. You must include a copy of your receipt or proof of purchase. The return must be postmarked within 14 days of RMA issuance. Once your return is received, we will inspect it and if it meets the above criteria, a refund will be processed within approximately the next two (2) billing cycles of your payment method statement from the date we receive your merchandise. Your refund will be credited back to the same payment method used to make the original order on the website. Expedited shipping fees are non-refundable.
Damaged or missing components:
Pet-induced damage is non-refundable. If your return is damaged, as determined at our sole discretion, and/or without all parts and accessories originally included with your purchase, we retain the right to either refuse acceptance of such return or charge you a restocking fee of 15% of the original price of the smart tracker or the retail value of the missing parts or accessories, whichever is higher.
Service Plan Cancellation Policy:
You may cancel your Link Service Plan at any point by contacting our Link Concierge at 866-303-1876. Cancellations will take effect at the end of the billing term.
If a cancellation is requested within 30 days of purchase, monthly service plan cancellations will take effect at the end of the billing term in which you canceled. If you prepaid a year, two-year or three-year plan, your cancellation will take effect at the end of the billing period.
Amazon prepaid plan customers and third-party retailer purchases: You must still cancel your service with us, but the product refund would come from the retailer you purchased through.
Warranty
Link My Pet proudly offers a one-year warranty, from the initial purchase date on all products that meet our warranty conditions. If you receive a product that has been damaged in shipping, is defective or is not the product you ordered please contact us at 866-303-1876 or by email at support@linkmypet.com and our support team will assist with troubleshooting, replacing the device or providing a refund. Our product warranty covers technical issues, as well as any defects in materials and workmanship. Our warranty does not cover damage from normal wear and tear, cosmetic damages such as scratches and dents, damage caused by abuse or misuse, lost devices, external causes, or products that have been altered. Link My Pet may require you to furnish proof of purchase details at time of claim.
Cleaning and Care
Caring for you Link is easy!
Periodically wipe with a damp cloth to remove any residue. If your dog swims in salt water, we recommend wiping after each swim to prevent corrosion.