FAQ
Battery issues (Tail it Kids)

Are you experiencing bad battery life on your Tail it Kids watch?
If you bought the Tail it Kids watch before May in 2018, or at Japan Photo, the watches might have an outdated firmware.

If you have a Windows-PC, you can update the firmware yourself, by following our videoguide which you can find here.

If you don’t have access to update the watch yourself, we offer to do this for you. You can send us an e-mail to [email protected] and find a solution.

Calling to / from the watch

Are you struggling with the calling function on the watch?

Here is a video guide on how to set it up.

Can’t call to the watch:
-Make sure the number you’re calling from is added to the contact list inside the Tail it app. How you do this is shown in the video above.
-Make sure the SIM-card is installed correctly.
-If you’ve added your device correctly, and you have activated your SIM-card, you can check the display of the watch. In the top left corner of the display, the coverage should be visible. If you don’t have any coverage, and the sim-card is activated, send an e-mail to [email protected] and we’ll find a solution to the problem.

Can’t call from the watch:
-Make sure the number you’re calling to is added to the contact list inside the Tail it app. How you do this is shown in the video above.
-Make sure the SIM-card is installed correctly.
-Have you activated the SIM-card? If you have not received a confirmation e-mail with the phonenumber and PUK after activateding on reg.tailit.com, it’s probably not activated yet. Try registering again, and re-add the watch to the application.
-If you have added everything correctly, and you have activated the SIM-card, you can check the coverage in the top left corner of the watch’ display. If there is no coverage, and the SIM-card is activated, you can contact us on [email protected] and we’ll find a solution to the problem.

Can I use my device abroad?

You can easily activate the device in one country, and then use it in a different one. As an example, if you’re in France, but activated the device in Canada, it will work both in Canada and France!

Can I use other SIM-cards?

The GPS devices comes with an encrypted APN and sim-card. The devices will only work with the sim-cards that comes pre-installed inside the devices from the factory. That is why you cannot use your own sim-cards.

CatSafe Collar

We recommend everyone who uses a Tail it Pet on their cat, to get a CatSafe collar.
A CatSafe collar is made for security for your cat, because it automatically opens under pressure. This prevents your cat from getting stuck.
The CatSafe collar is NOT included in the Tail it Pet package. It can be bought as an accessory in our shopping cart.

Charging methods

Both the Tail it and Tail it + supports USB-C charging (charging cable comes included). Both devices also support QI Charging, and you can buy a Tail it wireless charging in our shopping cart!

Code from friend

If you’re trying to add a device to your Tail it APP, and you’re getting an error message saying “Type in the code you got from your friend”, this means the device is already added to the device on another account. If it’s only you who have used the device, this probably because you’ve logged in through Facebook and your own phonenumber in the app. These counts as two different accounts. Log in to these accounts, and see if the device is already added, and delete it to be able to add it to your new account.

If you don’t have access to this account, send an e-mail to [email protected] with a receipt for the purchase and the IMEI number of the device, and we can fix it for you.

Do I need to get a SIM-card myself?

No, a SIM-card comes with the devices.

For all devices, except the Tail it Kids watch, the SIM-card comes pre-installed. To activate it, all you have to do is add the device to your application when you receive it.

You can also register your device on reg.tailit.com.

Firmware update failed

If you’re experiencing errors where the firmware update isn’t completed, you can do this to fix it.

1. Restart your device. Wait a few minutes, and you will receive a notification in the app that the update has failed.
2. Go to the map, and turn on live tracking. (The symbol looks like this ((.)) and is located in the map, in the menu in the bottom right corner. Click it, and it will turn red when its activated).
3. Try the firmware update again, and it should work.

How do I cancel my subscription?

You can cancel your subscription yourself for free at any time, by logging in to the user control panel on login.tailit.com. The login information was sent to your e-mail when you registered the SIM-card the first time.

How do I pay my subscription?

The subscription is an automatic process, where you’re pulled from the credit card you added, in regards to what subscription you purchased. You can also freeze the susbcription for free, and it will not remove any time of your pre-ordered period if you pre-purchased 1 or 2 years. You can freeze your subscription for 5 months at a time.

How do I set up my device?

When you receive your device, you take it out of the box, and download the “Tail it” app on your smartphone. You create an account with either your own phonenumber or log in through Facebook.
You go to “devices” -> “Add a device” and write the 5 digits on the sticker that is on the device. You are then sent to activate your SIM-card, and when that is done, the device is set up and ready to go. “How does it work technically?” It works quite simple. You can read more about the devices on tailit.com/mobile-tracker.

How do I update firmware?

Try holding down the button on your device, until you see a long green light (after you have disconnected it from the charger).
If you click the button once afterwards, it should blink twice (this confirms the device is switched on). Go to the application where you have added your device, and go to the map and enable live tracking (Symbol looks like this ((.)) in the menu in the bottom left corner).
Then it will send information to the app, and you can download the firmware update through the “devices” tab in the application.

How long is the battery time?

8 weeks.
8 weeks is based on 3-4 daily “force” updates. Live tracking will drain the battery faster, depending on the update interval.

How much data is included in the subscription?

The amount of data included in the subscription is unlimited! This is only reserved for our Tail it devices, and you can not use the SIM-card in your phone or other devices.

How often does the device update in “live tracking” mode?

The intervals for live tracking is pre-determined by you when you switch it on in the application. You can yourself choose how often you want the device to update, between every 5 seconds to every 2 minutes.

I lost my device! What do I do?

Unfortunately there is not much we can do, that you can’t do yourself. Kindly check the last updated position for the device in your application. If you go to the “devices” tab in the application, and check the “last seen” mark, you can see when it last updated, and where it was located. This is the latest position the device sent.

IMEI number

The full IMEI number contains 15 digits, and can be found on a sticker on the user manual that comes with the deivce. When you add it in the app, you only have to fill in the final 5 digits in the number, which is also located on a sticker on the device itself. By filling out these 5 digits, the rest 10 digits are filled in automatically.

Opening hours for phone support

Our phone lines are open through 09.00 to 15.00 (Norwegian time) on weekdays. Make sure you call us when the lines are open!

Positioning

Do you have questions / problems with positioning?
You can find the explanation to the positioning logic for the devices in this article.
If you’re experiencing strange updates, you can contact us on [email protected], with your IMEI number and time stamp for wrongful location, and we’ll be able to investigate.

Subscription

The Tail it devices uses SIM-cards, and comes with a subscription. The subscription can be paid monthly, or you can pre-pay for 1 or 2 years. The prices for subscriptions are available on reg.tailit.com.

Tail it Kids – “No info” in the app

If you receive the message “no info” after adding your device in the app, it means the device is having issues with synchronizing to the app. Please check if the watch is added correctly in the app.

Have you activated your SIM-card? The SIM-card must be activated on reg.tailit.com before the watch is ready to be used.

If you have added the device correctly to the app, and you have activated the SIM-card, you can check the display of the watch. In the top left corner of the display, you can see the coverage. If there is no coverage bars, you can send an e-mail to [email protected] with the IMEI number of the watch, and we’ll find a solution.

What if there is no satellite coverage?

The devices primarily uses satellites to get GPS-signals. If there is no satellite coverage, the device will use either WiFi or LBS to update position.
Read more about how this works here.

When will I receive my product after purchase?

We are sending products every weekday, so you will get the device in your mail within 1-3 days after placing an order! We ship worldwide.

Wrong position indoors

When you’re inside, the GPS devices won’t have access to the satellites in the correct way, and will use WiFi to update position. This is not as accurate as a GPS-update.
Please read more about the tracking logic on tailit.com/mobile-tracker

Battery issues (Tail it Kids)

Are you experiencing bad battery life on your Tail it Kids watch?
If you bought the Tail it Kids watch before May in 2018, or at Japan Photo, the watches might have an outdated firmware.

If you have a Windows-PC, you can update the firmware yourself, by following our videoguide which you can find here.

If you don’t have access to update the watch yourself, we offer to do this for you. You can send us an e-mail to [email protected] and find a solution.

Calling to / from the watch

Are you struggling with the calling function on the watch?

Here is a video guide on how to set it up.

Can’t call to the watch:
-Make sure the number you’re calling from is added to the contact list inside the Tail it app. How you do this is shown in the video above.
-Make sure the SIM-card is installed correctly.
-If you’ve added your device correctly, and you have activated your SIM-card, you can check the display of the watch. In the top left corner of the display, the coverage should be visible. If you don’t have any coverage, and the sim-card is activated, send an e-mail to [email protected] and we’ll find a solution to the problem.

Can’t call from the watch:
-Make sure the number you’re calling to is added to the contact list inside the Tail it app. How you do this is shown in the video above.
-Make sure the SIM-card is installed correctly.
-Have you activated the SIM-card? If you have not received a confirmation e-mail with the phonenumber and PUK after activateding on reg.tailit.com, it’s probably not activated yet. Try registering again, and re-add the watch to the application.
-If you have added everything correctly, and you have activated the SIM-card, you can check the coverage in the top left corner of the watch’ display. If there is no coverage, and the SIM-card is activated, you can contact us on [email protected] and we’ll find a solution to the problem.

Can I use my device abroad?

You can easily activate the device in one country, and then use it in a different one. As an example, if you’re in France, but activated the device in Canada, it will work both in Canada and France!

Can I use other SIM-cards?

The GPS devices comes with an encrypted APN and sim-card. The devices will only work with the sim-cards that comes pre-installed inside the devices from the factory. That is why you cannot use your own sim-cards.

CatSafe Collar

We recommend everyone who uses a Tail it Pet on their cat, to get a CatSafe collar.
A CatSafe collar is made for security for your cat, because it automatically opens under pressure. This prevents your cat from getting stuck.
The CatSafe collar is NOT included in the Tail it Pet package. It can be bought as an accessory in our shopping cart.

Charging methods

Both the Tail it and Tail it + supports USB-C charging (charging cable comes included). Both devices also support QI Charging, and you can buy a Tail it wireless charging in our shopping cart!

Code from friend

If you’re trying to add a device to your Tail it APP, and you’re getting an error message saying “Type in the code you got from your friend”, this means the device is already added to the device on another account. If it’s only you who have used the device, this probably because you’ve logged in through Facebook and your own phonenumber in the app. These counts as two different accounts. Log in to these accounts, and see if the device is already added, and delete it to be able to add it to your new account.

If you don’t have access to this account, send an e-mail to [email protected] with a receipt for the purchase and the IMEI number of the device, and we can fix it for you.

Do I need to get a SIM-card myself?

No, a SIM-card comes with the devices.

For all devices, except the Tail it Kids watch, the SIM-card comes pre-installed. To activate it, all you have to do is add the device to your application when you receive it.

You can also register your device on reg.tailit.com.

Firmware update failed

If you’re experiencing errors where the firmware update isn’t completed, you can do this to fix it.

1. Restart your device. Wait a few minutes, and you will receive a notification in the app that the update has failed.
2. Go to the map, and turn on live tracking. (The symbol looks like this ((.)) and is located in the map, in the menu in the bottom right corner. Click it, and it will turn red when its activated).
3. Try the firmware update again, and it should work.

How do I cancel my subscription?

You can cancel your subscription yourself for free at any time, by logging in to the user control panel on login.tailit.com. The login information was sent to your e-mail when you registered the SIM-card the first time.

How do I pay my subscription?

The subscription is an automatic process, where you’re pulled from the credit card you added, in regards to what subscription you purchased. You can also freeze the susbcription for free, and it will not remove any time of your pre-ordered period if you pre-purchased 1 or 2 years. You can freeze your subscription for 5 months at a time.

How do I set up my device?

When you receive your device, you take it out of the box, and download the “Tail it” app on your smartphone. You create an account with either your own phonenumber or log in through Facebook.
You go to “devices” -> “Add a device” and write the 5 digits on the sticker that is on the device. You are then sent to activate your SIM-card, and when that is done, the device is set up and ready to go. “How does it work technically?” It works quite simple. You can read more about the devices on tailit.com/mobile-tracker.

How do I update firmware?

Try holding down the button on your device, until you see a long green light (after you have disconnected it from the charger).
If you click the button once afterwards, it should blink twice (this confirms the device is switched on). Go to the application where you have added your device, and go to the map and enable live tracking (Symbol looks like this ((.)) in the menu in the bottom left corner).
Then it will send information to the app, and you can download the firmware update through the “devices” tab in the application.

How long is the battery time?

8 weeks.
8 weeks is based on 3-4 daily “force” updates. Live tracking will drain the battery faster, depending on the update interval.

How much data is included in the subscription?

The amount of data included in the subscription is unlimited! This is only reserved for our Tail it devices, and you can not use the SIM-card in your phone or other devices.

How often does the device update in “live tracking” mode?

The intervals for live tracking is pre-determined by you when you switch it on in the application. You can yourself choose how often you want the device to update, between every 5 seconds to every 2 minutes.

I lost my device! What do I do?

Unfortunately there is not much we can do, that you can’t do yourself. Kindly check the last updated position for the device in your application. If you go to the “devices” tab in the application, and check the “last seen” mark, you can see when it last updated, and where it was located. This is the latest position the device sent.

IMEI number

The full IMEI number contains 15 digits, and can be found on a sticker on the user manual that comes with the deivce. When you add it in the app, you only have to fill in the final 5 digits in the number, which is also located on a sticker on the device itself. By filling out these 5 digits, the rest 10 digits are filled in automatically.

Opening hours for phone support

Our phone lines are open through 09.00 to 15.00 (Norwegian time) on weekdays. Make sure you call us when the lines are open!

Positioning

Do you have questions / problems with positioning?
You can find the explanation to the positioning logic for the devices in this article.
If you’re experiencing strange updates, you can contact us on [email protected], with your IMEI number and time stamp for wrongful location, and we’ll be able to investigate.

Subscription

The Tail it devices uses SIM-cards, and comes with a subscription. The subscription can be paid monthly, or you can pre-pay for 1 or 2 years. The prices for subscriptions are available on reg.tailit.com.

Tail it Kids – “No info” in the app

If you receive the message “no info” after adding your device in the app, it means the device is having issues with synchronizing to the app. Please check if the watch is added correctly in the app.

Have you activated your SIM-card? The SIM-card must be activated on reg.tailit.com before the watch is ready to be used.

If you have added the device correctly to the app, and you have activated the SIM-card, you can check the display of the watch. In the top left corner of the display, you can see the coverage. If there is no coverage bars, you can send an e-mail to [email protected] with the IMEI number of the watch, and we’ll find a solution.

What if there is no satellite coverage?

The devices primarily uses satellites to get GPS-signals. If there is no satellite coverage, the device will use either WiFi or LBS to update position.
Read more about how this works here.

When will I receive my product after purchase?

We are sending products every weekday, so you will get the device in your mail within 1-3 days after placing an order! We ship worldwide.

Wrong position indoors

When you’re inside, the GPS devices won’t have access to the satellites in the correct way, and will use WiFi to update position. This is not as accurate as a GPS-update.
Please read more about the tracking logic on tailit.com/mobile-tracker

Battery issues (Tail it Kids)

Are you experiencing bad battery life on your Tail it Kids watch?
If you bought the Tail it Kids watch before May in 2018, or at Japan Photo, the watches might have an outdated firmware.

If you have a Windows-PC, you can update the firmware yourself, by following our videoguide which you can find here.

If you don’t have access to update the watch yourself, we offer to do this for you. You can send us an e-mail to [email protected] and find a solution.

Calling to / from the watch

Are you struggling with the calling function on the watch?

Here is a video guide on how to set it up.

Can’t call to the watch:
-Make sure the number you’re calling from is added to the contact list inside the Tail it app. How you do this is shown in the video above.
-Make sure the SIM-card is installed correctly.
-If you’ve added your device correctly, and you have activated your SIM-card, you can check the display of the watch. In the top left corner of the display, the coverage should be visible. If you don’t have any coverage, and the sim-card is activated, send an e-mail to [email protected] and we’ll find a solution to the problem.

Can’t call from the watch:
-Make sure the number you’re calling to is added to the contact list inside the Tail it app. How you do this is shown in the video above.
-Make sure the SIM-card is installed correctly.
-Have you activated the SIM-card? If you have not received a confirmation e-mail with the phonenumber and PUK after activateding on reg.tailit.com, it’s probably not activated yet. Try registering again, and re-add the watch to the application.
-If you have added everything correctly, and you have activated the SIM-card, you can check the coverage in the top left corner of the watch’ display. If there is no coverage, and the SIM-card is activated, you can contact us on [email protected] and we’ll find a solution to the problem.

Can I use my device abroad?

You can easily activate the device in one country, and then use it in a different one. As an example, if you’re in France, but activated the device in Canada, it will work both in Canada and France!

Can I use other SIM-cards?

The GPS devices comes with an encrypted APN and sim-card. The devices will only work with the sim-cards that comes pre-installed inside the devices from the factory. That is why you cannot use your own sim-cards.

CatSafe Collar

We recommend everyone who uses a Tail it Pet on their cat, to get a CatSafe collar.
A CatSafe collar is made for security for your cat, because it automatically opens under pressure. This prevents your cat from getting stuck.
The CatSafe collar is NOT included in the Tail it Pet package. It can be bought as an accessory in our shopping cart.

Charging methods

Both the Tail it and Tail it + supports USB-C charging (charging cable comes included). Both devices also support QI Charging, and you can buy a Tail it wireless charging in our shopping cart!

Code from friend

If you’re trying to add a device to your Tail it APP, and you’re getting an error message saying “Type in the code you got from your friend”, this means the device is already added to the device on another account. If it’s only you who have used the device, this probably because you’ve logged in through Facebook and your own phonenumber in the app. These counts as two different accounts. Log in to these accounts, and see if the device is already added, and delete it to be able to add it to your new account.

If you don’t have access to this account, send an e-mail to [email protected] with a receipt for the purchase and the IMEI number of the device, and we can fix it for you.

Do I need to get a SIM-card myself?

No, a SIM-card comes with the devices.

For all devices, except the Tail it Kids watch, the SIM-card comes pre-installed. To activate it, all you have to do is add the device to your application when you receive it.

You can also register your device on reg.tailit.com.

Firmware update failed

If you’re experiencing errors where the firmware update isn’t completed, you can do this to fix it.

1. Restart your device. Wait a few minutes, and you will receive a notification in the app that the update has failed.
2. Go to the map, and turn on live tracking. (The symbol looks like this ((.)) and is located in the map, in the menu in the bottom right corner. Click it, and it will turn red when its activated).
3. Try the firmware update again, and it should work.

How do I cancel my subscription?

You can cancel your subscription yourself for free at any time, by logging in to the user control panel on login.tailit.com. The login information was sent to your e-mail when you registered the SIM-card the first time.

How do I pay my subscription?

The subscription is an automatic process, where you’re pulled from the credit card you added, in regards to what subscription you purchased. You can also freeze the susbcription for free, and it will not remove any time of your pre-ordered period if you pre-purchased 1 or 2 years. You can freeze your subscription for 5 months at a time.

How do I set up my device?

When you receive your device, you take it out of the box, and download the “Tail it” app on your smartphone. You create an account with either your own phonenumber or log in through Facebook.
You go to “devices” -> “Add a device” and write the 5 digits on the sticker that is on the device. You are then sent to activate your SIM-card, and when that is done, the device is set up and ready to go. “How does it work technically?” It works quite simple. You can read more about the devices on tailit.com/mobile-tracker.

How do I update firmware?

Try holding down the button on your device, until you see a long green light (after you have disconnected it from the charger).
If you click the button once afterwards, it should blink twice (this confirms the device is switched on). Go to the application where you have added your device, and go to the map and enable live tracking (Symbol looks like this ((.)) in the menu in the bottom left corner).
Then it will send information to the app, and you can download the firmware update through the “devices” tab in the application.

How long is the battery time?

8 weeks.
8 weeks is based on 3-4 daily “force” updates. Live tracking will drain the battery faster, depending on the update interval.

How much data is included in the subscription?

The amount of data included in the subscription is unlimited! This is only reserved for our Tail it devices, and you can not use the SIM-card in your phone or other devices.

How often does the device update in “live tracking” mode?

The intervals for live tracking is pre-determined by you when you switch it on in the application. You can yourself choose how often you want the device to update, between every 5 seconds to every 2 minutes.

I lost my device! What do I do?

Unfortunately there is not much we can do, that you can’t do yourself. Kindly check the last updated position for the device in your application. If you go to the “devices” tab in the application, and check the “last seen” mark, you can see when it last updated, and where it was located. This is the latest position the device sent.

IMEI number

The full IMEI number contains 15 digits, and can be found on a sticker on the user manual that comes with the deivce. When you add it in the app, you only have to fill in the final 5 digits in the number, which is also located on a sticker on the device itself. By filling out these 5 digits, the rest 10 digits are filled in automatically.

Opening hours for phone support

Our phone lines are open through 09.00 to 15.00 (Norwegian time) on weekdays. Make sure you call us when the lines are open!

Positioning

Do you have questions / problems with positioning?
You can find the explanation to the positioning logic for the devices in this article.
If you’re experiencing strange updates, you can contact us on [email protected], with your IMEI number and time stamp for wrongful location, and we’ll be able to investigate.

Subscription

The Tail it devices uses SIM-cards, and comes with a subscription. The subscription can be paid monthly, or you can pre-pay for 1 or 2 years. The prices for subscriptions are available on reg.tailit.com.

Tail it Kids – “No info” in the app

If you receive the message “no info” after adding your device in the app, it means the device is having issues with synchronizing to the app. Please check if the watch is added correctly in the app.

Have you activated your SIM-card? The SIM-card must be activated on reg.tailit.com before the watch is ready to be used.

If you have added the device correctly to the app, and you have activated the SIM-card, you can check the display of the watch. In the top left corner of the display, you can see the coverage. If there is no coverage bars, you can send an e-mail to [email protected] with the IMEI number of the watch, and we’ll find a solution.

What if there is no satellite coverage?

The devices primarily uses satellites to get GPS-signals. If there is no satellite coverage, the device will use either WiFi or LBS to update position.
Read more about how this works here.

When will I receive my product after purchase?

We are sending products every weekday, so you will get the device in your mail within 1-3 days after placing an order! We ship worldwide.

Wrong position indoors

When you’re inside, the GPS devices won’t have access to the satellites in the correct way, and will use WiFi to update position. This is not as accurate as a GPS-update.
Please read more about the tracking logic on tailit.com/mobile-tracker

Battery issues (Tail it Kids)

Are you experiencing bad battery life on your Tail it Kids watch?
If you bought the Tail it Kids watch before May in 2018, or at Japan Photo, the watches might have an outdated firmware.

If you have a Windows-PC, you can update the firmware yourself, by following our videoguide which you can find here.

If you don’t have access to update the watch yourself, we offer to do this for you. You can send us an e-mail to [email protected] and find a solution.

Calling to / from the watch

Are you struggling with the calling function on the watch?

Here is a video guide on how to set it up.

Can’t call to the watch:
-Make sure the number you’re calling from is added to the contact list inside the Tail it app. How you do this is shown in the video above.
-Make sure the SIM-card is installed correctly.
-If you’ve added your device correctly, and you have activated your SIM-card, you can check the display of the watch. In the top left corner of the display, the coverage should be visible. If you don’t have any coverage, and the sim-card is activated, send an e-mail to [email protected] and we’ll find a solution to the problem.

Can’t call from the watch:
-Make sure the number you’re calling to is added to the contact list inside the Tail it app. How you do this is shown in the video above.
-Make sure the SIM-card is installed correctly.
-Have you activated the SIM-card? If you have not received a confirmation e-mail with the phonenumber and PUK after activateding on reg.tailit.com, it’s probably not activated yet. Try registering again, and re-add the watch to the application.
-If you have added everything correctly, and you have activated the SIM-card, you can check the coverage in the top left corner of the watch’ display. If there is no coverage, and the SIM-card is activated, you can contact us on [email protected] and we’ll find a solution to the problem.

Can I use my device abroad?

You can easily activate the device in one country, and then use it in a different one. As an example, if you’re in France, but activated the device in Canada, it will work both in Canada and France!

Can I use other SIM-cards?

The GPS devices comes with an encrypted APN and sim-card. The devices will only work with the sim-cards that comes pre-installed inside the devices from the factory. That is why you cannot use your own sim-cards.

CatSafe Collar

We recommend everyone who uses a Tail it Pet on their cat, to get a CatSafe collar.
A CatSafe collar is made for security for your cat, because it automatically opens under pressure. This prevents your cat from getting stuck.
The CatSafe collar is NOT included in the Tail it Pet package. It can be bought as an accessory in our shopping cart.

Charging methods

Both the Tail it and Tail it + supports USB-C charging (charging cable comes included). Both devices also support QI Charging, and you can buy a Tail it wireless charging in our shopping cart!

Code from friend

If you’re trying to add a device to your Tail it APP, and you’re getting an error message saying “Type in the code you got from your friend”, this means the device is already added to the device on another account. If it’s only you who have used the device, this probably because you’ve logged in through Facebook and your own phonenumber in the app. These counts as two different accounts. Log in to these accounts, and see if the device is already added, and delete it to be able to add it to your new account.

If you don’t have access to this account, send an e-mail to [email protected] with a receipt for the purchase and the IMEI number of the device, and we can fix it for you.

Do I need to get a SIM-card myself?

No, a SIM-card comes with the devices.

For all devices, except the Tail it Kids watch, the SIM-card comes pre-installed. To activate it, all you have to do is add the device to your application when you receive it.

You can also register your device on reg.tailit.com.

Firmware update failed

If you’re experiencing errors where the firmware update isn’t completed, you can do this to fix it.

1. Restart your device. Wait a few minutes, and you will receive a notification in the app that the update has failed.
2. Go to the map, and turn on live tracking. (The symbol looks like this ((.)) and is located in the map, in the menu in the bottom right corner. Click it, and it will turn red when its activated).
3. Try the firmware update again, and it should work.

How do I cancel my subscription?

You can cancel your subscription yourself for free at any time, by logging in to the user control panel on login.tailit.com. The login information was sent to your e-mail when you registered the SIM-card the first time.

How do I pay my subscription?

The subscription is an automatic process, where you’re pulled from the credit card you added, in regards to what subscription you purchased. You can also freeze the susbcription for free, and it will not remove any time of your pre-ordered period if you pre-purchased 1 or 2 years. You can freeze your subscription for 5 months at a time.

How do I set up my device?

When you receive your device, you take it out of the box, and download the “Tail it” app on your smartphone. You create an account with either your own phonenumber or log in through Facebook.
You go to “devices” -> “Add a device” and write the 5 digits on the sticker that is on the device. You are then sent to activate your SIM-card, and when that is done, the device is set up and ready to go. “How does it work technically?” It works quite simple. You can read more about the devices on tailit.com/mobile-tracker.

How do I update firmware?

Try holding down the button on your device, until you see a long green light (after you have disconnected it from the charger).
If you click the button once afterwards, it should blink twice (this confirms the device is switched on). Go to the application where you have added your device, and go to the map and enable live tracking (Symbol looks like this ((.)) in the menu in the bottom left corner).
Then it will send information to the app, and you can download the firmware update through the “devices” tab in the application.

How long is the battery time?

8 weeks.
8 weeks is based on 3-4 daily “force” updates. Live tracking will drain the battery faster, depending on the update interval.

How much data is included in the subscription?

The amount of data included in the subscription is unlimited! This is only reserved for our Tail it devices, and you can not use the SIM-card in your phone or other devices.

How often does the device update in “live tracking” mode?

The intervals for live tracking is pre-determined by you when you switch it on in the application. You can yourself choose how often you want the device to update, between every 5 seconds to every 2 minutes.

I lost my device! What do I do?

Unfortunately there is not much we can do, that you can’t do yourself. Kindly check the last updated position for the device in your application. If you go to the “devices” tab in the application, and check the “last seen” mark, you can see when it last updated, and where it was located. This is the latest position the device sent.

IMEI number

The full IMEI number contains 15 digits, and can be found on a sticker on the user manual that comes with the deivce. When you add it in the app, you only have to fill in the final 5 digits in the number, which is also located on a sticker on the device itself. By filling out these 5 digits, the rest 10 digits are filled in automatically.

Opening hours for phone support

Our phone lines are open through 09.00 to 15.00 (Norwegian time) on weekdays. Make sure you call us when the lines are open!

Positioning

Do you have questions / problems with positioning?
You can find the explanation to the positioning logic for the devices in this article.
If you’re experiencing strange updates, you can contact us on [email protected], with your IMEI number and time stamp for wrongful location, and we’ll be able to investigate.

Subscription

The Tail it devices uses SIM-cards, and comes with a subscription. The subscription can be paid monthly, or you can pre-pay for 1 or 2 years. The prices for subscriptions are available on reg.tailit.com.

Tail it Kids – “No info” in the app

If you receive the message “no info” after adding your device in the app, it means the device is having issues with synchronizing to the app. Please check if the watch is added correctly in the app.

Have you activated your SIM-card? The SIM-card must be activated on reg.tailit.com before the watch is ready to be used.

If you have added the device correctly to the app, and you have activated the SIM-card, you can check the display of the watch. In the top left corner of the display, you can see the coverage. If there is no coverage bars, you can send an e-mail to [email protected] with the IMEI number of the watch, and we’ll find a solution.

What if there is no satellite coverage?

The devices primarily uses satellites to get GPS-signals. If there is no satellite coverage, the device will use either WiFi or LBS to update position.
Read more about how this works here.

When will I receive my product after purchase?

We are sending products every weekday, so you will get the device in your mail within 1-3 days after placing an order! We ship worldwide.

Wrong position indoors

When you’re inside, the GPS devices won’t have access to the satellites in the correct way, and will use WiFi to update position. This is not as accurate as a GPS-update.
Please read more about the tracking logic on tailit.com/mobile-tracker

Battery issues (Tail it Kids)

Are you experiencing bad battery life on your Tail it Kids watch?
If you bought the Tail it Kids watch before May in 2018, or at Japan Photo, the watches might have an outdated firmware.

If you have a Windows-PC, you can update the firmware yourself, by following our videoguide which you can find here.

If you don’t have access to update the watch yourself, we offer to do this for you. You can send us an e-mail to [email protected] and find a solution.

Calling to / from the watch

Are you struggling with the calling function on the watch?

Here is a video guide on how to set it up.

Can’t call to the watch:
-Make sure the number you’re calling from is added to the contact list inside the Tail it app. How you do this is shown in the video above.
-Make sure the SIM-card is installed correctly.
-If you’ve added your device correctly, and you have activated your SIM-card, you can check the display of the watch. In the top left corner of the display, the coverage should be visible. If you don’t have any coverage, and the sim-card is activated, send an e-mail to [email protected] and we’ll find a solution to the problem.

Can’t call from the watch:
-Make sure the number you’re calling to is added to the contact list inside the Tail it app. How you do this is shown in the video above.
-Make sure the SIM-card is installed correctly.
-Have you activated the SIM-card? If you have not received a confirmation e-mail with the phonenumber and PUK after activateding on reg.tailit.com, it’s probably not activated yet. Try registering again, and re-add the watch to the application.
-If you have added everything correctly, and you have activated the SIM-card, you can check the coverage in the top left corner of the watch’ display. If there is no coverage, and the SIM-card is activated, you can contact us on [email protected] and we’ll find a solution to the problem.

Can I use my device abroad?

You can easily activate the device in one country, and then use it in a different one. As an example, if you’re in France, but activated the device in Canada, it will work both in Canada and France!

Can I use other SIM-cards?

The GPS devices comes with an encrypted APN and sim-card. The devices will only work with the sim-cards that comes pre-installed inside the devices from the factory. That is why you cannot use your own sim-cards.

CatSafe Collar

We recommend everyone who uses a Tail it Pet on their cat, to get a CatSafe collar.
A CatSafe collar is made for security for your cat, because it automatically opens under pressure. This prevents your cat from getting stuck.
The CatSafe collar is NOT included in the Tail it Pet package. It can be bought as an accessory in our shopping cart.

Charging methods

Both the Tail it and Tail it + supports USB-C charging (charging cable comes included). Both devices also support QI Charging, and you can buy a Tail it wireless charging in our shopping cart!

Code from friend

If you’re trying to add a device to your Tail it APP, and you’re getting an error message saying “Type in the code you got from your friend”, this means the device is already added to the device on another account. If it’s only you who have used the device, this probably because you’ve logged in through Facebook and your own phonenumber in the app. These counts as two different accounts. Log in to these accounts, and see if the device is already added, and delete it to be able to add it to your new account.

If you don’t have access to this account, send an e-mail to [email protected] with a receipt for the purchase and the IMEI number of the device, and we can fix it for you.

Do I need to get a SIM-card myself?

No, a SIM-card comes with the devices.

For all devices, except the Tail it Kids watch, the SIM-card comes pre-installed. To activate it, all you have to do is add the device to your application when you receive it.

You can also register your device on reg.tailit.com.

Firmware update failed

If you’re experiencing errors where the firmware update isn’t completed, you can do this to fix it.

1. Restart your device. Wait a few minutes, and you will receive a notification in the app that the update has failed.
2. Go to the map, and turn on live tracking. (The symbol looks like this ((.)) and is located in the map, in the menu in the bottom right corner. Click it, and it will turn red when its activated).
3. Try the firmware update again, and it should work.

How do I cancel my subscription?

You can cancel your subscription yourself for free at any time, by logging in to the user control panel on login.tailit.com. The login information was sent to your e-mail when you registered the SIM-card the first time.

How do I pay my subscription?

The subscription is an automatic process, where you’re pulled from the credit card you added, in regards to what subscription you purchased. You can also freeze the susbcription for free, and it will not remove any time of your pre-ordered period if you pre-purchased 1 or 2 years. You can freeze your subscription for 5 months at a time.

How do I set up my device?

When you receive your device, you take it out of the box, and download the “Tail it” app on your smartphone. You create an account with either your own phonenumber or log in through Facebook.
You go to “devices” -> “Add a device” and write the 5 digits on the sticker that is on the device. You are then sent to activate your SIM-card, and when that is done, the device is set up and ready to go. “How does it work technically?” It works quite simple. You can read more about the devices on tailit.com/mobile-tracker.

How do I update firmware?

Try holding down the button on your device, until you see a long green light (after you have disconnected it from the charger).
If you click the button once afterwards, it should blink twice (this confirms the device is switched on). Go to the application where you have added your device, and go to the map and enable live tracking (Symbol looks like this ((.)) in the menu in the bottom left corner).
Then it will send information to the app, and you can download the firmware update through the “devices” tab in the application.

How long is the battery time?

8 weeks.
8 weeks is based on 3-4 daily “force” updates. Live tracking will drain the battery faster, depending on the update interval.

How much data is included in the subscription?

The amount of data included in the subscription is unlimited! This is only reserved for our Tail it devices, and you can not use the SIM-card in your phone or other devices.

How often does the device update in “live tracking” mode?

The intervals for live tracking is pre-determined by you when you switch it on in the application. You can yourself choose how often you want the device to update, between every 5 seconds to every 2 minutes.

I lost my device! What do I do?

Unfortunately there is not much we can do, that you can’t do yourself. Kindly check the last updated position for the device in your application. If you go to the “devices” tab in the application, and check the “last seen” mark, you can see when it last updated, and where it was located. This is the latest position the device sent.

IMEI number

The full IMEI number contains 15 digits, and can be found on a sticker on the user manual that comes with the deivce. When you add it in the app, you only have to fill in the final 5 digits in the number, which is also located on a sticker on the device itself. By filling out these 5 digits, the rest 10 digits are filled in automatically.

Opening hours for phone support

Our phone lines are open through 09.00 to 15.00 (Norwegian time) on weekdays. Make sure you call us when the lines are open!

Positioning

Do you have questions / problems with positioning?
You can find the explanation to the positioning logic for the devices in this article.
If you’re experiencing strange updates, you can contact us on [email protected], with your IMEI number and time stamp for wrongful location, and we’ll be able to investigate.

Subscription

The Tail it devices uses SIM-cards, and comes with a subscription. The subscription can be paid monthly, or you can pre-pay for 1 or 2 years. The prices for subscriptions are available on reg.tailit.com.

Tail it Kids – “No info” in the app

If you receive the message “no info” after adding your device in the app, it means the device is having issues with synchronizing to the app. Please check if the watch is added correctly in the app.

Have you activated your SIM-card? The SIM-card must be activated on reg.tailit.com before the watch is ready to be used.

If you have added the device correctly to the app, and you have activated the SIM-card, you can check the display of the watch. In the top left corner of the display, you can see the coverage. If there is no coverage bars, you can send an e-mail to [email protected] with the IMEI number of the watch, and we’ll find a solution.

What if there is no satellite coverage?

The devices primarily uses satellites to get GPS-signals. If there is no satellite coverage, the device will use either WiFi or LBS to update position.
Read more about how this works here.

When will I receive my product after purchase?

We are sending products every weekday, so you will get the device in your mail within 1-3 days after placing an order! We ship worldwide.

Wrong position indoors

When you’re inside, the GPS devices won’t have access to the satellites in the correct way, and will use WiFi to update position. This is not as accurate as a GPS-update.
Please read more about the tracking logic on tailit.com/mobile-tracker