Device Setup and Activation
How do I activate my device in the Tracker app?
The first time you install the app, it will prompt you to add your device. If you wish, you can skip this step and add the device later from the "Devices" menu in the app main menu. Press the "plus" icon at the bottom of the screen and select Tracker Luna as the device type. Follow the on-screen instructions to add the device to the app. You can also find more information in the device user guide.
What licenses do I need to use the device?
In order to use the device in the app you need an active SIM-card usage time(one year included with purchase) and an active Tracker-app subscription.
I can't add a Luna device to the Tracker app?
Make sure you have followed the instructions in the user manual (charge the device, turn on the device and take it outside. Wait for a few minutes and try adding the device to the app).
In which countries does the device work?
The device works in Europe in countries that have 4G/IOT (LTE Cat m1) network available.
Device Operation and Troubleshooting
Can I change the collar myself? How do I do it?
Yes, you can change the collar yourself. It might be a bit tight to remove, but you can make the process easier by lubricating the collar with water. When installing the new collar, you can also use water as a lubricant to help it slide on more smoothly.
Why is my odometer displaying 0 all the time?
This issue is known, and a fix will be included in a future software update. You can currently use "Trail length" as odometer or use "Timeline" function to calculate the traveled distance.
I’m having problems with the bark counter. What should I do?
The bark counter is working, but we are aware of some issues that may affect its accuracy. In some cases, it may show too many barks, fail to register barks at all, or require adjustments to the bark sensitivity throughout the day as conditions change. We are actively researching these issues and working on improvements, which will be included in a future software update.
Why isn’t the Beacon function working?
The Beacon function is not yet available but will be added in a future software update.
Why is my device experiencing cutouts of up to 30 minutes?
We have released a new software update that addresses this issue. You can read more about the update and how to install it here.
Can I change the SIM-card of the device?
You cannot change the SIM-card of your device yourself. If you open the device, the warranty will expire immediately. You can find more information about the warranty in the warranty booklet that came with your device.
Charging and Battery Maintenance
What kind of charger and charging cable can I use to charge the Luna?
It is recommended to use the original charging cable that came with your Luna device. If you've lost the original cable, you can temporally use a USB-C charging cable. The USB-C port is located under the silicone cover, but please note that this port is primarily intended for service diagnostics and should only be used in emergency situations.
Please note that the charger is not included in the product package. We recommend using a high-quality, CE-approved charger to ensure safe charging. The Luna charging cable supports both USB-A and USB-C connections.
Why do I need to charge the device battery every three months?
All devices discharge battery, even when not in use. It is recommended to charge the battery every three months to avoid deep discharging of the battery. If the battery is not charged every three months, the battery may be damaged, and the warranty will not cover damage caused by misuse of the device.
Device Usage and Compatibility
Can I use Luna with harnesses or vests?
Yes, you can use Luna with Sisu and Luoto harnesses based on our tests.
How can I add a device to a Tracker group?
You can use the group functions (join and create groups) and add your device to the groups of your choice. This can also be done through device settings: Tracker > Devices > Luna > Add to group.
How do I share the device with a friend?
You can share the device in two ways:
- Create a Group: Add the device to a group and share it with your friend through the group settings.
- Share Directly: Go to the device settings and select the option to share the device. You can choose to grant either Administrator Rights or Viewing Rights, depending on the level of access you want to provide.
Subscription and Warranty
I started using Luna, but the subscription of my Tracker app did not extend by one year?
The purchase price of the Luna device includes one year subscription to the device and not for the Tracker app full version.
What is the length of the warranty, and how can I send my device in for warranty service?
The device has a two-year warranty. You can check the warranty conditions in the warranty booklet that came with your device. To get service for your device, you will need to create a service request. You can find more information about servicing here.
