If you encounter an issue while adding a member to your Fi Pack, follow the troubleshooting steps below based on your issue.
Please note: When you purchased your Fi device, you created your account and password at checkout. To link to a new account, ensure the phone number on your account is the same number used in the invite.
Existing Fi Account Is Not Automatically Added
User Is Prompted to Create a New Pet Profile
Code Did Not Auto-Populate
In situations where the invite code does not auto-populate in the Fi App, the most common cause is that the Fi App was downloaded before the invite code was sent. In this situation, we recommend deleting the Fi App and redownloading it from the invite. Here's how to do this:
- Delete the Fi App from your phone.
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Click the link in the invite text you received. This will prompt the Fi App to be downloaded and attached to the invite.
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On the invite link page, tap Get the App.
Once the download is complete, you can open the Fi App. This should now auto-populate your unique code, and you can set up your account.
Existing Fi Account Is Not Automatically Added
To add an existing Fi user to your account, the invitation must be sent to the same phone number they have registered in their Fi App. To receive the invite and have it linked, follow the steps below to update your profile phone number.
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With the Fi App open, tap your profile picture in the lower right corner. Once you are in the profile, tap the 3 stacked lines to open the Menu.
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Tap Account
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Tap on the icon next to your phone number.
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Enter the phone number and tap Save.
User Is Prompted to Create a New Pet Profile
If someone you invited is prompted to create a new pet profile instead of seeing your pet, this is a sign that the invitation process failed.
To fix this, please contact Fi Customer Experience and share the email used to create the new account. The team can assist with linking your accounts.