Customer Support
Before submitting a ticket, please review our Troubleshooting Guide, User Manual, and these top 5 questions asked. (For answers to more questions, refer to our FAQs.)
Must remain on for PRD to work properly
Alert distances can vary depending on your surrounding environment (indoor, outdoor, high ceilings, etc.), the RF environment where the PRD is worn on the body, the mobile OS version, and orientation/location of the phone.
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The default alert distance has been extensively tested to alert you before you forget your phone and leave it behind in environments such as at home, at the office, in the car, or in a restaurant, store, hotel, etc. Different environments may have different alert ranges for the same alert distance setting. The PRD will alert before you get too far from your phone. Alert distance ranges can vary greatly and may be shorter or further for some phone models and environments, especially if both the PRD and phone are outside and there are no obstructions.
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There are five (5) alert distance settings. The default is setting 3, which will typically alert between
50 feet and 150 feet. In the same environment, the lower settings (settings 1 & 2) will give you shorter alert distances, while the higher settings (settings 4 & 5) will give you longer alert distances.
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Setting 1 (one beep) represents the shortest distance and the reconnect alert will only occur when in immediate proximity of the phone or once the phone is picked up. Setting 1 has the highest sensitivity and may not be the best selection based on the circumstances and the surrounding environment.
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Setting 5 (five beeps) represents the furthest distance, which allows for freedom to roam around with fewer unneeded alerts. Setting 5 can alert at distances further than 150 feet in outdoor settings with little to no obstructions, but alert distances can still vary greatly.
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The PRD does not alert at very short distances such as 10 feet.
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Click here for more information.
In order to get a shorter alert distance, you will need to put the PRD in "Adjusting Alert Distance" mode by quickly pressing the button three (3) times. The following beep(s) that you hear indicate the PRD's current alert distance setting. The default is setting 3, which is represented by three (3) beeps. Once in this mode, a single press will increment the distance setting, with setting 1 coming after setting 5 in rotation.
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To exit this mode, once you get to the selection that you want, stop pressing the button, wait a few seconds, and the PRD will automatically lock in that setting (indicated by a confirmation tune) and exit out of the "Adjusting Alert Distance" mode and return to normal operation.
The lower settings (settings 1 & 2) will give you shorter alert distances, with setting 1 giving the shortest alert distance and it being the most sensitive. It is designed this way so that a reconnection will only occur when the phone is picked up and the PRD is next to it.
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The PRD does not alert at very short distances such as 10 feet.
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Click here for more information.
The PRD only works after it is paired with a phone. If paired, you may not have gone far enough away from your phone for the PRD separation alert to activate. The default distance (setting 3) in some RF (Radio Frequency) environments may exceed 70 feet. This distance can be adjusted. Click here for more information.
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To determine if the PRD is turned on and connected to your phone, simply click the button one (1) time. Here is a quick reference guide:
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a) No LED — PRD is off
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b) Blinking Blue LED — PRD is ready to pair with a phone. (It is only during this pairing / bonding period that the blue LED will be blinking on the PRD.)
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c) Solid Blue LED — PRD is on and connected to the phone
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d) Red LED — PRD is on but not within proximity of the phone
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Note: Once you get a phone separation alert, the PRD will be disconnected from the phone (indicated by a red LED when you perform a connectivity check), and in order to get another phone separation alert, the PRD must be reconnected (re-armed) with the phone. Keep in mind that the lower the alert distance setting, the the closer the PRD will need to be in order for it to be reconnected with the phone (e.g., for Setting 1, the PRD will need to be in immediate proximity of the phone in order to reconnect).
There are multiple alert tunes that encompass a variety of alert durations, pitches, and frequencies, thus allowing those who hear better at certain frequencies to find a suitable audible sound. Some alert tunes may be more practical in loud environments. Unfortunately, there is no way to make the tune any louder or longer. Since the PRD operates on a replaceable CR2032 coin battery, there is limited power.
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The PRD is designed to initially only alert once, to conserve battery life. However, there are louder and longer alert tune options to choose from and you can change the alert tune by quickly pressing the button four (4) times and then toggling through the alert tune options with each single-click. Once you get to the selection that you want, stop pressing the button, wait a few seconds, and the PRD will automatically lock in that setting (indicated by a confirmation tune) and exit out of the "Selecting Alert tune" mode and return to normal operation.
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Note: If the PRD remains still for 15 minutes and is disconnected from the phone, it will give a secondary alert upon movement.
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Click here for more information on how to select a different alert tune.
The phone's Bluetooth must remained turned on for the PRD to function properly. If the phone's Bluetooth is intentionally turned off and the phone is in proximity of the PRD (e.g., when switching your phone to Airplane mode on an airplane), the PRD will alert only once, when it's moved, to let you know that it cannot connect to your phone. If the phone's Bluetooth is turned off while not in proximity of the PRD, as a safety measure, the PRD may continue to alert each time it is initially moved after being still for at least 15 minutes.