Support

We are a small Australian team and we want every question answered quickly, especially when a pet is missing. This page tells you how to reach us and answers the questions we hear most.

You can also reach support from inside the app at Settings → Account → Support → Contact support. That option pre-fills a few technical details (app version, device and account ID) so we can help faster. You can edit or remove any of those details before you send, and nothing leaves your device until you tap Send.

Your tag and the finder page

How do I set up my Collr tag?

Download the free Collr app, create an account, and follow the prompts to activate the tag using the code on the back of it or by tapping the tag to your phone. Once activated, you choose what appears on your pet's public finder page.

Someone can scan my tag. What can they see?

The finder page is public: anyone who physically finds your pet and scans or taps the tag can see the information you have chosen to share, without the app and without an account. You control exactly what appears through the app, and you can change or remove it at any time. Please think carefully before publishing a phone number, email or home address. See our Privacy Policy for how this information is handled.

Is the Collr tag a GPS tracker?

No. The tag has no battery and does not transmit or record your pet's location. It does nothing until a person physically finds your pet and scans or taps it. Collr helps a finder reach you, but it cannot track your pet and cannot guarantee that a lost pet will be found or returned. It is not a substitute for microchipping or council registration, which may be required where you live.

My pet is missing. What should I do?

Open the app, set your pet's status to Missing, and confirm the contact details you want a finder to see. When your pet is missing, we surface your contact details on the finder page so a finder can reach you quickly. If the Missing feature is not working, email support@collr.com.au with URGENT in the subject.

Your account

How do I share my pet with my household?

In the app you can invite other people (your household or carers) to help manage a pet's profile. Open the pet, choose the sharing or crew option, and send an invite.

How do I delete my account and data?

You can delete your account from the app at Settings → Account → Delete account. Deleting your account removes your profile, your pets and their finder pages. If you would prefer we do it for you, email support@collr.com.au from the address on your account.

Billing and the COLLR+ subscription

The physical tag is bought once from our shop. The optional COLLR+ subscription is billed through the Apple App Store or Google Play, not through this website. To view, change or cancel a subscription, use the subscription settings in your Apple or Google account. Refunds for app-store purchases are handled by Apple or Google under their policies.

Orders, shipping and returns

We ship within Australia via Australia Post. For delivery timeframes and costs, see our Shipping Policy. For returns, faulty items and your rights under the Australian Consumer Law, see our Refund & Returns Policy. If something has gone wrong with an order, email support@collr.com.au with your order number and we will make it right.

Privacy and legal

How we collect, use and protect your information is set out in our Privacy Policy. The terms that apply to buying a tag and using Collr are in our Terms of Sale and Service. If you have a privacy question or complaint, email support@collr.com.au and we will respond.

Still need a hand?

Email support@collr.com.au any time. Tell us what is happening and, if you can, your device and app version, and we will get back to you.