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Findy -

Frequently asked questions

Welcome to the questions and help section! We are here to help you

About the product

How does the tracker work?
findy uses information from GPS/GLONASS/Galileo satellites and nearby GSM cells of mobile operators to calculate its position, then sends it to the mobile application via a 2G internet connection. The application visualizes the position on a map of your phone or tablet.

Is findyPet tracker dustproof and waterproof?
findyPet will not work underwater, but it comes with a sturdy moisture-proof silicone case that will protect it from dust, rain and snow.

Does the tracker support an external antenna?
findy has no option to add an external antenna.

Is it difficult to turn the device ON?
The activation of findy is quick and easy. Just follow the instruciotns on the brochure in the package. For detailed information , see the topic “UNPACKING & ACTIVATION”.

Can I turn the device OFF?
findy has no external buttons. Once turned on, the tracker goes into standby mode and can’t be turned off until its battery is depleted.

What happens if I sell my tracker?
Before selling/giving away your findy to someone else, you need to delete it from your application. This way, the new owner will be able to add it to their new registration by scanning the QR code from the brochure.

How can I contact with findy team?
If you have any issues or questions about the device, you can write us in the “Support” section of the application. You can also use the contact form on our website www.findy.eu or call us at +35928180953.

Do I need a smartphone to use the tracker?
Yes. To use a Findy device you must have a Smartpohone or tablet with Android 4.3 or later or OS 7 or later.

Can I restart the tracker?
findy has no external buttons. Once turned on, the tracker goes into standby mode and can’t be turned off until its battery is depleted.

Is the silicone case only one size?
Yes. The case is only one size, but fits almost any strap.

About the app

How to install the Findy app?
The Findy mobile app is available at the Apple Store and Google Play Store. Just go to the one of the two app stores, depending on your phone’s operating system, type “Findy” in the search box and press Enter or OK. The Findy app icon has an orange “F” on a white background.
Select it and click on the “Install” button.

Is the Findy App FREE?
Yes. The application is free, but to use a Findy device you need to activate the imbedded SIM card by purchasing a subscription.

Why do I need a registration?
You need a registration so you could add devices to your account and manage them. This way, the device recognizes its owner and receives commands only from him, if not shared with another. Additionally, the registration allows you to use the WEB version of the application from any computer.

How do I create an account/registration?
The registration is qiuck, easy and free in just two steps. Download and install the Findy app. Open the application and select “Register” from the bottom of the screen. In the first step enter your name, surname and Email, then press the large orange button labeled “NEXT”. In the second step enter a password, at least six characters long and repeat it at the bottom line. Lastly you need to agree with the Terms and conditions and press the orange “REGISTER” button. ALL DONE!

How to edit my data?
To edit your personal info, just open the App, click on the orange lines in the upepr left corner of the screen and select “PROFILE” from the menu that appears. Make desired changes and save them with the orange “SAVE” button.

How to recover forgotten password?
You can reset you password quickly and easily. Open the App and select the “Forgot password?” option from the home screen. In the next step, please enter the Email address that you have used for your profile registration and within a few minutes you will receive an Email with a reset link. Follow the link and enter the new password. If you don’t revieve an Email, check in SPAM.

What is the Findy WEB application?
It’s the same Findy application, but opened from a browser. If your phone is not near you or it has no battery, you can go to www.findy.eu/app from a computer and login with the same username and password and search your tracker. Findy WEB application has the full functionality of the mobile version.

Is the App compatible with any device?
Findy app can be installed on any smartphone or tablet with Android 4.3, or later and iOS 7, or later.

How many findy devices can I add?
You can have as much devices as you wish. There is no limit to the number of devices in one registration.

How many devices can I track at once?
You can search all your devices in sequence, one by one and switsh between them but you can’t track them on the same srcreen/map at once.

What means device sharing?
You can give a temporary access and rights to someone, so he or she can also search your device.

Will the shared device have the same settings as mine?
No. Each user see the name, picture and notifications which are individually assign by him for each device. Including devices that are shared with him.

How can I share a device?
To share a device open Findy mobile or WEB app, select the device you want to share and choose “Settings”. Select “SHARE”, option from the new screen, then choose “NEW SHARE”. Enter the Email address with which the user you want to share with has been used for his registration. It is required the other user also to have a registration in the application.

How can I stop sharing a device?
To stop sharing a device open Findy mobile or WEB application, choose the shared device, select “Settings”. Select “SHARE” option, then choose the name of the shared tracker and select “UNSHARE”. ALL DONE!

What means Device Transfer?
The “Transfer” function allows you to transfer your rights as an owner and Admin of the tracker to another user. When you finish transfer, the device will disappear from your registration.

How to transfer my tracker to another person?
To transfer your device to another person, open Findy mobile or WEB application, choose the device you want to transfer and select “Settings”. Select “TRANSFER”, enter the Email address which the other user has been registered with and press “TRANSFER” button. It is required the other user also to have a registration in the application. When you finish the transfer, the device will disappear from your registration.

How to remove my device?
To remove one of your devices open Findy mobile or WEB application, choose the device you want to remove and select “Settings”. Select “REMOVE” and confirm with “YES” button. After successfully remove the device will disappear from your registration and can be added again by scanning the QR code from the brochure inside the box.

How to make changes to device’s name, photo and notifications?
To change a device settings, open Findy mobile or WEB application, chose the device you want to make changes to and select “Settings”. Click on the picture to choose from the available ones and confirm your choice and select “OK”. You can change the device name or choose “NOTIFICATIONS” to turn on/off notifications. To save the changes, tap the chekbox in the right corner of the screen.

Can I use the same registration for several devices?
Yes. You can add as many findy devices as you wish to one registration.

How much mobile data does Findy app use on my phone?
Findy App uses from 30MB to 50MB per a month. The usage varies and can exceed 50MB in some cases, depending on how often you use satellite view. With frequent use in new territories, the App will download new unknown areas to be able to visualize the terrain, which will increase data traffic.

What should I do if the App doesn’t work?

  • Restart your phone (devise) and try again.
  • If the problem persists, delete tha App, restart the phone and install again Findy App.
  • Go to Findy WEB App, at www.findy.eu/app and see if the problem exists.
  • If the problem persists contact us.

Connectivity and coverage

Do I need to buy a SIM card?
Findy includes a pre-installed SIM card and you don’t need to buy or insert a new one. The SIM card cannot be removed or used on another device.

Which mobile operators does the tracker use?
The imbedded SIM card works in Rоaming mode, with all operators in Bulgaria. When it loses 2G connection from the current operator, it automatically swithces to the next one with strongest signal. Thus we provide you maximum coverage throughout the country.

Does it matter which mobile operator I am using?
It doesen’t matter which mobile operator you are using. All you need is internet connection (mobile or Wi-Fi) on your phone/tablet from which you use Findy app to connect to the tracker.

Will the tracker works if there is no mobile coverage?
If the tracker is in an area without network coverage/signal and more preciseli without 2G network coverage, it will not be able to report. In this case, when searching, the application will not be able to load the map and it will remain on the screen for about 4 minutes, then it will display “TRY AGAIN”. If this happens, please return to the Home screen and search for the device again.

Where does the tracker work?
All Findy devices require at least 2G network coverage for normal exploitation. LIVE tracking is available only with strong GPS signal. Mostly outdoor.

Does the tracker work abroad?
All findy devices operate in over 160 countries worldwide. The only condition is to have 2G network covarage avaliable.

What is the working range of the tracker?
All findy devices work worldwide, with no restriction on the distance between you and the tracker. You can be situated in one country, your tracker in another one and you still be able to use it. The only requirement is the tracker to be in area with 2G mobile internet, so that it can receive commands from you and to give reports back.

What should I do, if I have no connection with the tracker?

  • If you don’t have a connection with the device, first make sure that you and the tracker are in an area with available mobile internet. You may have full range, but if no mobile internet is available, you won’t have a connection with the tracker.
  • If you and the tracker are in a building or underground, go outside with the device and search for it again.
  • If that doesn’t help, make sure the device is turned ON and working by looking through the USB port and wait to see is there flashing blue light. When the device is in standby mode, there has to be a blue light, blinking once every 3-4 seconds. In absent of a blue flashing light, activate the device again by sticking a magnet to the tracker for 5 seconds, under the FindyPet label and wait 90 seconds before you search for it again.
  • If you still don’t have a connection with the device, contact us.

Battery and charging

What is the battery capacity?

  • findyPet has an 850 mAh Li-Ion battery.
  • findyOne has an 850 mAh Li-Ion battery.
  • findyRide has an 850 mAh Li-Ion battery.
  • findyBike has a 2000 mAh Li-Ion battery.
  • findyCar has a 5600 mAh Li-Ion battery.

How long does the battery last?

  • findyPet, findyOne and findyRide last up to 20 days in Standby mode or 7 to 10 days normal use of 4-5 searches per day
  • findyBike lasts up to 3 months in Standby mode or up to 30 days of normal use of 4-5 searches per day
  • findyCar lasts up to 6 months in Standby mode or up to 45 days of normal use of 4-5 searches per day

How can I check the battery level?
You can check in the App the latest known battery level for each of your Findy devices. For the current battery level you need to search for the tracker and when a connection with it is established, you will see the current battery level. The reason it does not constantly chek its current battery level is that the tracker is always in Standby mode and does not report unless you search for it. Thus, it lasts up to five times more than competing trackers on the market.

How long does it take to charge the battery?

  • findyPet, findyOne and findyRide are charged in about 2 hours and 30 minutes with a charger of at least 1 amp.
  • findyBike is charged for about 6 hours with a charger of at least 1 amp.
  • findyCar is charged for about 12 hours with a charger of at least 1 amp.
    With weaker charger or via USB from a laptop it will take longer.

Can I charge my findy device at any time before running out of battery??
You can charge the device at any battery level without worrying about damaging it. Each Findy device comes with a specially calibrated battery, that does not allow it to be recharged. We recommend that you charge the device with a battery level of 30% or less if long-term tracking is required.

Can I charge findy with any charger or external battery – Power Bank?
You can charge the device with any USB charger or external battery. The only condition is to have a power of at least 1 ampere.

Does it matter how many volts the charger is?
Findy devices should only be charged with a 5 volt charger or power bank.

What happens when the battery runs out?
When the battery is low, the device will turn off and there will be no connection with it. After charging the battery, always check if the tracker has been activated by looking for it in the application and waiting for the map to load. If there is no connection with the device, activate it again by following the instructions in the user manual from the box.

Order and delivery

How to order / buy a device??
Select a product and press the “ORDER” button. From the new window, select the quantity, subscription and color of the case (for findyPet only) and click the “Add to cart” button.
From the new page, check if everything you selected is available. If you have a discount or promo code, enter it from the “USE COUPON CODE” menu and press the “PAYMENT” button.
From the new screen, highlight “PAY AS A GUEST” and press the “CONTINUE” button or if you have a registration, press the “ENTER” button and then “CONTINUE”.
Step 1 – enter your details and delivery address and click “CONTINUE”. This is the time to indicate if you want an invoice and to enter the company details.
Step 2 – choose a delivery method – free of charge to an ECONT office in Bulgaria or paid via DHL for another country and press “CONTINUE”.
Step 3 – choose a payment method, by card or cash (pay upon delivery for Bulgaria), add a comment (on which days and at what time you will be at the address), leave a phone number to contact you, check “I agree with the general conditions” and press “CONTINUE”.
Step 4 – check for the last time whether everything is accurate and finalize your order by pressing the “CONFIRM THE ORDER” button.
ALL DONE! You will receive an Email with the number of your order.

How much does the delivery cost?
Delivery for Bulgaria is free of charge to an ECONT office. For delivery prices outside of Bulgaria, contact us.

What is the delivery time?
Delivery is from 1 to 3 working days, except for public holidays. For settlements where there is no ECONT office, there may be certain days for a courier visit. Delivery to other EU countries via DHL is up to 7 working days. Contact us for delivery information outside Europe.

How can I track my shipment?
For deliveries in Bulgaria, we will contact you on the day of dispatch and the next day it will be with you. For deliveries outside of Bulgaria, we will send you a tracking number “Tracking ID”, through which you will be able to track the shipment.

What should I do if I don’t receive my shipment?
For shipments in Bulgaria contact us. For shipments outside Bulgaria, check the tracking number. If there is an ongoing problem, contact us.

What should I do if I want to change the delivery address or time after I have completed the order?
To change the address, time or delivery details contact us. For orders in Bulgaria that have already been sent, you will pay the costs for redirection to the new address (if any). For orders outside Bulgaria contact us.

Will I pay customs duty for delivery?
No customs duties are charged for intra-EU delivery. For deliveries outside the EU, a customs fee is charged, which varies according to your country.

Warranty

What is the warranty of the tracker?
All Findy devices have a 24 months warranty.

Is the warranty valid worldwide?
Warranty service is valid only on the territory of Bulgaria. If you have a problem with the device that cannot be resolved from a distance, you will need to send the tracker to our office in Sofia, Krasno Selo, 5 Gotse Delchev Blvd.

Where can I find the warranty card?
The brochure in the box is both a warranty card and a user manual. So keep it safe.

What should I do if I have a problem with the tracker?
If you can’t find an answer / solution to the problem in the “Questions & Answers” category, contact us.

Subscription and payment

What subscription options are there?
There are three subscriptions:

  • for 3 months – 10 € with VAT
  • for 6 months – 15 € with VAT
  • for 12 months – 25 € with VAT

When paying from the app, Google and Apple will charge an additional commission above the normal price. Therefore, we recommend that you pay for the new subscription from our page, in the SUBSCRIPTION category www.findy.eu/activate

Are there any additional fees and Premium packages?
There are no additional / hidden fees or restrictions on the traffic used. You always have the full premium package, even in countries outside the EU. Only when paying from the app, Google and Apple charge an additional commission above the normal price.

Do I have to sign a contract?
Findy is a prepaid service without contracts and binding. You only pay when you use it. The only condition is to have at least one paid activation within the last 12 months, so that the service would not be terminated.

Can I transfer my subscription to another Findy device?
You can transfer the remaining subscription from one device to another, but for this you will need to call us. You can’t do it by yourself.

Can I renew my subscription at any time?
Yes. You can pay for a new subscription at any time and add it to the existing one (if any).

How / where can I check when my subscription expires?
To check a device subscription deadline, log in to the Findy app and select the device, then tap the “Settings” icon in the upper right corner of the screen, and select “SUBSCRIPTION” from the menu below.

Difficulties with the application

Why can’t I see the device in the app?
This issue can only occur if you have made more than one registration with almost identical emails and added the device to the first account. In this case, log out of this account and log in with the second one. Remove the device from the wrong account and add it to the correct one. If the problem persists, please contact us.

Why can’t I log in to the app?
Make sure the Email and Password you entered are spelled correctly. If that doesn’t help, try installing the app again. In case you are not sure or do not remember your password, click “Forgot password” and follow the instructions. If you still can’t access the app, please contact us.

Why can’t I scan the QR code to add the device?
If your phone’s camera cannot scan the QR code from the brochure, go to www.findy.eu/app and Log-in by entering your email and password. Click on “Add device” and enter the 5 letter code. You will find it written under the QR code.

Why the app stays in search mode and doesn’t load the map?
If the app stays in search mode and can’t find the device, make sure your findy is turned on. If it’s on, but the app keeps searching, wait 4-5 minutes until you see the message “TIME OUT REQUEST”. When you see this message, go one step back and press the “GO FINDY!” ​​button again. It is important that in the next 5 minutes the mobile device through which you are using the application is unlocked and the screen does not turn off.

Why do I see a blue / black screen when searching for the device?
If the application loads a blue screen when searching for the device, it may be due to the inability to determine its initial GSM position due to a problem in the nearby cells of mobile operators. If the app loads a black screen while searching for the device, it may be due to a temporary problem on Google systems. If you have one of the two problems, go back one step and search for the device again.

Unpacking and activation

What’s in the box?
In the box you will find:

  • findy devie
  • silicon case (findyPet only)
  • USB cable (no power adapter)
  • 2 in 1 user manual and warranty brochure
  • a built-in magnet in the wall of the package below the white dot

How do I activate the device?
It is specific for each findy device, so follow the activation instructions in the user manual.

Where is the built-in magnet in the box?
The built-in magnet is located below the white dot, which is visible when lifting the lid of the box.

Registration on the site

How to register?
Registration on the Findy site is quick, easy and free. Step 1 – click on the icon with a man in the upper right corner of the screen, next to the shopping cart and select the option “Registration”, from the drop-down menu. Step 2 – from the new window enter your data, fill in a password and repeat it, agree to the terms and conditions and click “CONTINUE”. Ready!

How do I change my username, email and password?
To change your personal information, you must first log in to the Findy page with your username and password. Then select the option “Edit profile”, change the desired data and save the changes by clicking “CONTINUE”. Ready!

How do I recover a forgotten password?
You can reset your password quickly and easily.
Just open the Findy app and select the “Forgot password” option.
Then enter your registration Email and
press the “CONTINUE” button. You will receive an email with a reset link in a few minutes. Click on the link and enter a new password.

Notifications

What notifications will I receive from the device?
You will receive two types of notifications. Active or Push/Pop notifications, such as: the device is found, the device falls asleep, the device is on / off. System notifications (Email notifications) – for low battery level, for shared device, for device transfer and for deleted device.

How do I change / stop notifications?
To change or stop the notifications, open the Findy application, select a device from the list, go to “Settings > Notification” and change the settings. You can activate or deactivate the notifications as you wish.

How and where will I receive notifications?
You will receive the active notifications as a PUSH/Pop messages on the phone’s screen and the system notifications will be received as emails to the address you provided.