Frequently Asked Questions
Yes, since XY Find It is simply a Bluetooth device that transfers and receives data, you may travel with it through airport security.
Search the Apple App store or the Google Play store for "XY Find It" and download our free app. Please read the appropriate article in our Getting Started Guides for more information.
The 1st generation of XY Finders (XY1) have a projected battery life of 3-6 months, depending on use.
The 2nd generation of XY Finders (XY2) has a projected battery life of 6 months to a year, depending on use.
The 3rd generation of XY Finders (XY3) can have a battery life of over a year, depending on use.
If your battery is running out or is no longer working, please contact our Customer Obsession Team and we'll be happy to assist you.
Yes, each XY Find It functions independently, so you can definitely gift an XY Find It to as many friends and family as you'd like, even from the same order.
You can change the picture or name of a finder in the app by tapping on it on your 'my items' page. It will pop up in a small window. Then tap the gear icon in the upper right-hand corner of the pop-up window.
Currently, you cannot customize the range at which alerts are triggered. Your XY Find It communicates with the XY app via Bluetooth 4.0 (BLE4) technology. Bluetooth signal is not linear and is affected by the physical environment and any electrical interference in the area that could deflect, absorb or block the signal, causing the range to diminish.
If you wish to delete your account, please contact our Customer Obsession Team.
The Bluetooth-only XY Findables line (XY1, XY2, and XY3) work best as item finders, versus long-range trackers, since they are not GPS devices.
In this particular scenario, an XY Finder would be ideal if you just want to know if your dog has left your location so you can call them back before getting lost. They're also good for finding a pet hiding in your home.
If you want the ability to look at the map and see exact, real-time location information regardless of how far your dog gets from you, that would only be possible with a GPS device, not a Bluetooth device.
You can change your email address by using our XY Find It browser app. Log in then go to Menu > Preferences > Account Preferences. Then click your email address and enter the new one. Please be aware that you will use the new address to log in after you change it.
The app is designed to work with both. While it is possible to use the finders without GPS you will experience reduced functionality. The 'Last Seen Location' will cease to work making the map unusable.
International shipping at this time is limited. We apologize for any inconvenience.
You can add what you would like to purchase to your shopping cart in our online store, continue to checkout, and use the shipping section to check the shipping costs before placing your order. You can also use this method to check to see if international shipping is available for your country at this time.
If you have any questions, please contact our Customer Obsession Team.
The max range you can expect to see is between 100 and 150 feet although especially dense areas may cause it to drop considerably. You can read more about the Finder's max range here.
Bluetooth XY Finders (XY1, XY2, and XY3) do not have a monthly fee; they are free to use after your initial purchase cost.
XY GPS will require a small service fee of $5 a month after the initial service ends.
Yes, since finders are tied to accounts and not devices you can use your finders on any and all devices you have logged into.
You can typically find out by opening your phone's settings and looking at the about page. You can read our article on how to check your OS version here.
Yes, you can use the XY Find It along with other Bluetooth devices simultaneously.
However, having other Bluetooth devices operating in the background when trying to add an XY Find It to your account for the first time may affect the pulsing step.
For this reason, we recommend disabling all other Bluetooth devices when trying to add a new XY Find It for the first time.
You can read our article on resetting your password here.
Select the finder you wish to remove on your app. It will pop-up in a small window. Tap the gear icon in the upper right corner of the pop-up window and select 'remove XY from account' or 'unlink XY from account' on the bottom of the edit screen.
We have a 60-day return policy for a full refund. Proof of purchase is required.
If you purchased your finders from a third party retailer (Amazon, Frys, Fred Myers, etc.) please contact them for a return.
Feel free to contact our Customer Obsession Team for more information or to begin the return process.
You can read about ringing your phone here.
It means that your app is still running, but is not active on your screen. All modern phones do this by default when you navigate away from an app. You can read our article on what it means here.
No, you cannot currently customize the volume or pitch of the sound emitted by your XY Finder.
We offer a 2-year warranty against manufacturing defects. We believe very strongly in our product, and we will stand behind it if it fails to work properly once delivered. If you experience technical difficulties that our support team is not able to resolve, we will happily exchange your XY Find It.
XY finders are water resistant and weather resistant. However, we don't recommend you fully submerge them in water for any period of time. Also, please be aware that if the finder is fully submerged in water or buried in the snow its effective range will be dramatically reduced due to the signal blocking properties of water.
If you found this guide useful, go ahead and give it a thumbs up below. If you have any questions about the information above, feel free to drop them below in the comments. If none of the above information seems to have what you need or if you’d rather not hunt through it all, you can go ahead and send a help request straight to our Customer Obsession Team.