Welcome to the XY Finder FAQ! We've sorted it into sections to better address your specific questions. If you're using a SentinelX and NOT an XY Finder, please see this FAQ article: SentinelX FAQ
- Set Up Assistance
- Account Assistance
- Finder is Already Claimed
- Finder won't make sounds
- Bugs and Errors
- Checkout Issues
- Refunds and Returns
Set Up Assistance
Here's some articles to get you started:
Never Lose Anything Again — Find Your Finder
How to Share XY Finders with Your Family
XY Finder FAQ (Frequently Asked Questions)
Account Assistance
Trouble Creating an XY Find It Account
Resetting My Password and Troubleshooting
How to Share XY Finders with Your Family
Finder is Already Claimed
You will need to unclaim the XY Finder from the original account.
Please complete the steps in this article: How do I switch my XY Finders to a new phone?
(This article will also help if you need to transfer the XY Finders to a new account)
If you do not have access to the original account, we will need more information from you in order to assist.
In order to find out the device information so we can get that released for you, we need to get you to send over a screenshot of your "Nearby" screen.
This will give us the IDs of all XY Finders that are working and within the range of your mobile device.
- Place your new XY Finder next to your mobile device
- Make sure that Bluetooth is enabled in your mobile device settings
- Launch the XY Find It app and sign in if you aren't already
- Press the button on the XY Finder so that it beeps
- Tap the three-line menu icon ( ≡ ) at the top left-hand side of the screen
- Select "Nearby" (For Android Users Nearby is under 'Help')
- Take a screenshot of all Nearby devices listed
Once we have received that information, we'll be able to release the device you've purchased from its prior connection so you can register it to your account. If you already have opened a request with us for this issue, please update you request with the above information.
Finder won't make sounds
Here's some articles to get you started:
Battery/Connection Troubleshooting
How do I replace the battery in my XY Finder?
XY Finder FAQ (Frequently Asked Questions)
Bugs and Errors
Here's some articles to get you started:
Battery/Connection Troubleshooting
How do I replace the battery in my XY Finder?
XY Finder FAQ (Frequently Asked Questions)
Checkout Issues
Our first suggestion is to close your current web browser window/session and open a new one.
If the issue persists, please follow the troubleshooting steps below:
- If you attempted to make the purchase on a mobile device, please try again on a desktop/laptop computer.
- If you were already on a computer, restarting it or switching to a different web browser may resolve the issue.
- If neither of the above options work, you may need to clear your web browser's cache. Please note that this is different for every browser. I have provided several instruction articles below:
Google Chrome:
Mozilla Firefox:
Apple Safari:
If you continue to experience issues, please let us know and we can work with you to resolve them! Please also let us know if you have already tried the troubleshooting above, which payment type you are trying to use, and what product you are trying to purchase. You can use this form to let us know: https://support.xy.company/hc/en-us/requests/new
Refunds and Returns
Here's some articles to get you started: