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

Account & Subscription

How do I create a SATELLAI account?

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

Steps:

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

2.Click “Sign Up.”

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

How do I add a new pet?

1.Open the SATELLAI Go App

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

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

How to delete/unassign a pet profile:

1.Open the SATELLAI Go App

2.Go to the Manage tab

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

How do I manage my telecom plan?

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

Steps:

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

2.Scroll down to “My Telecom Plans.”

3.Manage renewal, billing, or other details.

Can I pause my telecom plan?

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

Step:

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

2.Go to “My Telecom Plans.”

3.Click "See More Details"

4.Click "Pause Telecom Plan".

How do I cancel my telecom plan?

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

Step:

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

2.Go to “My Telecom Plans.”

3.Click "See More Details"

4.Click "Cancel Telecom Plans".

Orders & Shipping

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

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

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

2.Scroll down and find “Order history.”

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

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

What countries does the SATELLAI Collar Go ship to?

Currently, we ship to the following countries/areas: United States、Canada
目前，我们向以下国家/地区发货：英国、欧盟

Do I need to pay customs duties for my purchase?

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

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

How do I change my shipping/delivery information?

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

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

What is the delivery time?

North America

United States: 3–7 business days

Canada: 

UPS Standard—4–7 business days

YunExpress-10-15 days

What is the return policy for the SATELLAI Collar Go?

“Coming Soon” means these features are not yet available but are scheduled for release by the end of December 2025. You’ll be able to access them through an OTA (over-the-air) software update, allowing you to upgrade and enjoy the new features directly from your device, with no new hardware required.

Product Features

What is in the Box?

Your package includes the following items:

• SATELLAI Collar Go

• Quick-release backplate

• Collar mounting strap

• USB-C Charging cable

• Band for the Collar Go

How should I choose between size M and size L?

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

M 33cm-46cm (13"–18")

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

L 43cm-66cm (17"–26")

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

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

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

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

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

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

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

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

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

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

How do I contact Satellai Customer Service?

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

Email: support@satellai.com

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

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

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

Live Chat: Click the Live Chat icon at the bottom right corner of the https://satellai.com/ to connect with a support representative.

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

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

What is the tracking range?

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

Set up & Use

How do I activate my SATELLAI Collar Go?

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

Steps:

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

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

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

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

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

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

How do I charge my SATELLAI Collar Go?

Steps:

Open the waterproof cover on the charging port.

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

Plug the adapter into a powered outlet.

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

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

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

Steps:

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

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

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

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

About Satellai Go App

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

To log in:

1.Open the SATELLAI Go app.

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

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

To log out:

1.Open the SATELLAI Go app.

2.Go to the “Account” tab.

3.Tap your account and select Log Out.

How to download the SATELLAI Go app?

The SATELLAI Go app is free to download from:

[Google Play Store] (Android 10.0 or newer)

[Apple App Store] (iOS 16.6 or newer)

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

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

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

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

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

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

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

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

How do the SATELLAI Collar Go notifications work?

You’ll receive notifications for:

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

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

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

Troubleshooting

While binding my devices one by one, I encountered the following image and cannot complete the binding. What should I do?

Each subscription can only be used for one device. The current telecom plans is already bound to another device. If you need to unbind it, please click the "Unbind telecom plans" button on the current page for the corresponding device.

Where can I check my purchase history for telecom plans?

Step 1: Log in to your account and click the icon shown below.

Step 2:Scroll to the telecom plan page.

To view the renewal history for a specific subscription, go to the telecom plans list on the current page, click the "See More Details" button, and on the new page, click the "Past Orders" button to check the renewal history.

How can I check if my subscription is set to auto-renew?

All telecom plans will auto-renew unless cancelled. If a telecom plan is cancelled, a "CANCELLED" label will appear in the top-left corner of the card, as shown in the screenshot below.

I have 5 devices and 5 subscriptions. How can I confirm that each device is successfully bound?

After successful binding, the corresponding device on the current page will display the subscription ID, and the telecom plan will show the corresponding device's serial number (SN), as shown in the screenshot below.

I have 5 devices but plan to return one of them. How do I cancel one specific subscription?

There are two scenarios:

1. The number of orders matches the number of subscriptions (e.g., two subscriptions purchased in two separate orders): This is straightforward. Two subscription cards will appear on the page. Click "See More Details" for the relevant subscription, then click "Cancel" on the next page, as shown in the screenshot.

There are two scenarios:

1. The number of orders matches the number of subscriptions (e.g., two subscriptions purchased in two separate orders): This is straightforward. Two subscription cards will appear on the page. Click "See More Details" for the relevant subscription, then click "Cancel" on the next page, as shown in the screenshot.

How do I bind my device to a telecom plan?

1. You can bind your device by clicking the 'Bind Subscription to Device' link on your device card. This will open a popup where you can select an available telecom plan to bind to your device.

2. Select a telecom plan for this device

3. Successfully bound! The device card now shows the subscription, and the subscription card displays the device SNCODE.

NOTE: Make sure you have purchased a telecom plan before attempting to bind it to your device.

Still have questions?

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