If an issue arises while adding a dog walker or owner to your account, such as an owner who previously had a Fi account is not added to your account, an invite code does not auto-populate when a new user signs up, or the app prompts the owner or dog walker to set up a new dog account, or they cannot view your dog's account, we have some troubleshooting steps that may help!
_____________________________________________________________________________________________
The Invite Code Did Not Auto-Populate for Someone You Invited to Join Your Account:
When setting up your account, if the invite code does not auto-populate in the Fi App, it means the app was downloaded before the invite code was sent. Follow the below steps to resolve.
- Delete the Fi App. See: Delete apps on your iPhone, iPad, and iPod touch
- Next, click the link in your text:
- When the new page opens, tap Get the App to re-download the Fi App from the link rather than downloading from the app store:
- Once the app is downloaded, open the Fi App.
This should now auto-populate your unique code, and you can set up your account.
_____________________________________________________________________________________________
A User with a Fi Account Is Not Automatically Added to Your Account:
For current Fi users to be added to your account, the invitation must be sent to the same number as the phone number they have listed in the Fi App. If the invited owner or dog walker already has an account with Fi, ensure the phone number they have on their account is the same number you sent the invite to.
- Steps to View or Edit a Phone Number:
-
-
- Open the Fi App.
- Tap your dog's profile picture in the lower right corner. Once you are in the profile, tap the 3 stacked lines to open the Settings Menu:
-
Tap Account Settings:
- If you need to update your phone number, tap on the phone number:
- Enter the phone number and tap SAVE:
-
_____________________________________________________________________________________________
Someone You Invited to Your Account Is Being Prompted to Create a New Dog:
If someone you invited to join your account is being promoted to create a new dog instead of being able to see your pet, this is a sign that the invitation process failed.
Please Contact Fi Customer Success and share the email used to create the new account and the team can help link the accounts together.
_____________________________________________________________________________________________
If You Are Setting Up a Fi Collar for the First Time, You ❌ Do Not Need an Invite Code
When you purchased a Fi Collar - at check out - you created an account and password. Download the app, or if you already have the app downloaded, log in to your account with the email and password you provided at checkout. Ensure the phone number on your account is the same number the owner used to invite you (see above).