Troubleshooting

Pairing

Barkio Premium

Other

If we didn't cover your question, don't hesitate to reach out to our support at <a href="mailto:support@barkio.com?subject=Barkio%3A%20Contact%20us">support@barkio.com</a>.

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Watch our <a href="https://www.youtube.com/watch?v=0g6OYt0Vhkg">step-by-step video guide</a> on how to pair two devices.

There are two ways how to pair a new device:

<h3>1. Automatic pairing</h3>

<ol>
	<li>Run the app on both devices, and tap on "Get started" on one of them</li>
	<li>Chose a device you'd like to pair with from the list</li>
	<li>Confirm the pairing request on the second device</li>
</ol>

If you already have Barkio Account, simply log in with that account on the new device. It will be added to your Barkio Account and automatically paired with all devices under your account.

<h3>2. Manual pairing</h3>

If you don't see any device on the list, you can pair a new device manually.

<ol>
	<li>On one device, tap on the (123) in the upper right corner to display a pairing code</li>
	<li>On the second device, tap on "No device found?" and choose "Enter code"</li>
	<li>After entering the code, accept the pairing request on the second device, and they both will be paired</li>
</ol>

How to pair new device?

Barkio enables you to pair devices within your <a href="https://support.tappytaps.com/806385-What-is-Family-Account">Family Account</a> or to pair with a device from a different Family Account.&nbsp;

When you choose to pair with a device from a different Family Account, only your device and the particular device from the other Family Account will be paired.&nbsp;You won't have access to any other devices from their Family Account, and they won't have access to yours.

This type of pairing comes in handy when you're visiting friends and want to use their device for monitoring your dog.

How to pair device from a different Family Account?

Watch our <a href="https://www.youtube.com/watch?v=0g6OYt0Vhkg">step-by-step video guide</a> if you can't find a device to pair.

First, check that both devices are connected to the same WiFi. Make sure you see the following screen on both devices.&nbsp;If you don't see this screen, open Menu on the main screen and select Pair&nbsp;new&nbsp;device.

<img alt="Barkio Pairing" src="/scripts/file.php?view=Y&amp;file=nrxjmc8i6gda4qaikbr38vpl30cyes14" style="height: 356px; width: 200px;" />

<ol>
	<li>On one device tap on the (123) icon in the upper right corner to display a pairing code</li>
	<li>On the second device tap on "Device not found?" and choose "Enter code"</li>
	<li>Enter the pairing code and then confirm the pairing request on the first&nbsp;device</li>
</ol>

Can't find a device to pair

On the main screen tap&nbsp;Menu&nbsp;and choose&nbsp;Settings. Then select&nbsp;Paired devices&nbsp;where you can manage, add, or delete devices.&nbsp;

When deleting a device from your Family Account, you'll be asked to confirm the action by entering a password. The device will then be unpaired from all devices under your Family Account.

When deleting a device from a different Family Account, you won't have to confirm with a password.&nbsp;

How to delete paired device?

What is Barkio Premium and how to get it?

When upgrading to Barkio Premium, you'll be asked to create a Barkio Account. To create a new one, you'll need a name for your family, email address, and a password.&nbsp;

Thanks to Barkio Account, your experience with Barkio will be much easier. You'll be able to&nbsp;pair a new device easily&nbsp;by logging with your Barkio Account into devices across all platforms (iOS, Android, macOS, Windows, and Linux). The new device will also be paired with other devices under your Barkio Account automatically.&nbsp;

The&nbsp;Activity log will be shared&nbsp;within your Barkio Account. So whenever you aren't able to join the monitoring, you'll still be able to check what's been going on afterward.

Recorded&nbsp;commands will be shared&nbsp;within your Barkio Account, so you won't have to record them multiple times.&nbsp;

What is Barkio Account?

<h2>&nbsp;</h2>

<h3>⚠️ IMPORTANT ⚠️</h3>

The subscription must be canceled on the same platform it was purchased. You can find a guide for each platform below.

<h2>Where did you subscribe?</h2>

<ul>
	<li><a href="#iOS">Barkio iOS app - iPhone or iPad</a></li>
	<li><a href="#Android">Barkio Android app - Android phones and tablets</a></li>
	<li><a href="#Desktop">Barkio desktop app - Windows, macOS, Linux</a></li>
	<li><a href="#Website">Barkio website</a></li>
</ul>

💡 Not sure?

<ul>
	<li>open the app and go to: ☰Menu -&gt; Settings -&gt; Account -&gt; Manage subscription</li>
	<li>The app will display information about your subscription or redirects you to the cancellation page.</li>
</ul>

<h2>&nbsp;</h2>

<h2>💡 What else you should know:</h2>

<ul>
	<li>You can cancel your Barkio Premium subscription at any time.</li>
	<li>After you cancel the subscription, you can still use it until the end of the current billing cycle.</li>
	<li>If you have activated the premium subscription through a promo code or with the Unlock for free button in the app, you don't need to cancel it. Once the subscription expires, it will not be renewed automatically.</li>
	<li>⚠️ Subscriptions activated via&nbsp; Apple App Store must be <a href="#iOS">canceled</a> at least 24 hours before the end of the current billing cycle. See <a href="https://support.apple.com/en-us/HT202039" target="_blank" title="How to cancel subscription from Apple - oficial guide.">Official Apple guide</a>.</li>
	<li>If you experience any issues canceling your subscription, don’t hesitate to get in touch with us&nbsp;at&nbsp;<a href="mailto:support@barkio.com?subject=Barkio%3A%20How%20to%20Cancel%20Barkio%20Premium">support@barkio.com</a>.</li>
</ul>

<hr />
&nbsp;

<a id="iOS" name="iOS"></a>

<h2>iPhone or iPad</h2>

➀ Open the Settings app on your iPhone/iPad

<img alt="" border="0" height="400" hspace="0" src="https://support.tappytaps.com/scripts/file.php?view=Y&amp;file=eop14d3p5g2frv78kwi2w86u457o7888" style="width:225px;height:400px;margin-top:0px;margin-bottom:0px;margin-left:0px;margin-right:0px;border:0px solid black;" vspace="0" width="225" />

&nbsp;

➁ Tap your name (your Apple ID)

<img alt="" border="0" height="400" hspace="0" src="https://support.tappytaps.com/scripts/file.php?view=Y&amp;file=vw448wsavsk1sa4ft7pnzaivk36q0pqu" style="width:225px;height:400px;margin-top:0px;margin-bottom:0px;margin-left:0px;margin-right:0px;border:0px solid black;" vspace="0" width="225" />

&nbsp;

➂ Tap&nbsp;Subscriptions

<img alt="" border="0" height="400" hspace="0" src="https://support.tappytaps.com/scripts/file.php?view=Y&amp;file=cuwqm93a8qknm73i9m05gpshv5flywtu" style="width:225px;height:400px;margin-top:0px;margin-bottom:0px;margin-left:0px;margin-right:0px;border:0px solid black;" vspace="0" width="225" />

&nbsp;

➃ Select Barkio subscription

<img alt="" border="0" height="400" hspace="0" src="https://support.tappytaps.com/scripts/file.php?view=Y&amp;file=5x7el98fm6vhbl3j6rbsmv6ip1n12zjp" style="width:225px;height:400px;margin-top:0px;margin-bottom:0px;margin-left:0px;margin-right:0px;border:0px solid black;" vspace="0" width="225" />

&nbsp;

➄ Tap Cancel subscription or Cancel Free Trial

<img alt="" border="0" height="400" hspace="0" src="https://support.tappytaps.com/scripts/file.php?view=Y&amp;file=uvefm8w4t04o2tkhb8bmr3u3m6tpmkxl" style="width:225px;height:400px;margin-top:0px;margin-bottom:0px;margin-left:0px;margin-right:0px;border:0px solid black;" vspace="0" width="225" />

&nbsp;

<a id="Android" name="Android"></a>

<h2>Android</h2>

➀ Open&nbsp;Google Play Store&nbsp;on your device

<img alt="" border="0" height="400" hspace="0" src="https://support.tappytaps.com/scripts/file.php?view=Y&amp;file=g0k63ypv6e4tvx52xrr2x7hwrm1rb5gs" style="width:225px;height:400px;margin-top:0px;margin-bottom:0px;margin-left:0px;margin-right:0px;border:0px solid black;" vspace="0" width="225" />

&nbsp;

➁ Tap your profile icon (top right corner)

<img alt="" border="0" height="400" hspace="0" src="https://support.tappytaps.com/scripts/file.php?view=Y&amp;file=wzv4l5dbe3tt5jjs0ozooaas5nxp3mbr" style="width:225px;height:400px;margin-top:0px;margin-bottom:0px;margin-left:0px;margin-right:0px;border:0px solid black;" vspace="0" width="225" />

&nbsp;

➂ Tap Payments &amp; subscriptions

<img alt="" border="0" height="400" hspace="0" src="https://support.tappytaps.com/scripts/file.php?view=Y&amp;file=pmdlzp7xu9vthu0k26o4jhnu6j6sjqc4" style="width:225px;height:400px;margin-top:0px;margin-bottom:0px;margin-left:0px;margin-right:0px;border:0px solid black;" vspace="0" width="225" />

&nbsp;

➃ Tap Subscriptions

<img alt="" border="0" height="400" hspace="0" src="https://support.tappytaps.com/scripts/file.php?view=Y&amp;file=u5skxymgmnd5v56bzm9qppkru175fqsc" style="width:225px;height:400px;margin-top:0px;margin-bottom:0px;margin-left:0px;margin-right:0px;border:0px solid black;" vspace="0" width="225" />

&nbsp;

➄ Select Barkio subscription&nbsp;

<img alt="" border="0" height="400" hspace="0" src="https://support.tappytaps.com/scripts/file.php?view=Y&amp;file=cxdw65o7opbi4angbtpc6lczoj9q8izl" style="width:225px;height:400px;margin-top:0px;margin-bottom:0px;margin-left:0px;margin-right:0px;border:0px solid black;" vspace="0" width="225" />

&nbsp;

➅ Tap Cancel subscription

<img alt="" border="0" height="400" hspace="0" src="https://support.tappytaps.com/scripts/file.php?view=Y&amp;file=kqg2orni62lqgz6a2b5480ayu5389ulk" style="width:225px;height:400px;margin-top:0px;margin-bottom:0px;margin-left:0px;margin-right:0px;border:0px solid black;" vspace="0" width="225" />

💡 If you experience issues cancelling the subscription, you can try Google's <a href="https://support.google.com/googleplay/workflow/9827184" target="_blank">step-by-step guide</a> to cancel your subscription.

&nbsp;

<a id="Desktop" name="Desktop"></a>

<h2>Desktop app</h2>

➀ Open Barkio and click on Menu ☰

<img alt="" border="0" height="377" hspace="0" src="https://support.tappytaps.com/scripts/file.php?view=Y&amp;file=e8qo566yxuwpdnhusylnb56fns1soyib" style="width:700px;height:377px;margin-top:0px;margin-bottom:0px;margin-left:0px;margin-right:0px;border:0px solid black;" vspace="0" width="700" />

&nbsp;

➁ Select 'Settings'

<img alt="" border="0" height="374" hspace="0" src="https://support.tappytaps.com/scripts/file.php?view=Y&amp;file=y7g18mq15ebhrpc7fupikx3oone88g2v" style="width:700px;height:374px;margin-top:0px;margin-bottom:0px;margin-left:0px;margin-right:0px;border:0px solid black;" vspace="0" width="700" />

&nbsp;

➂ Select 'Account'

<img alt="" border="0" height="383" hspace="0" src="https://support.tappytaps.com/scripts/file.php?view=Y&amp;file=9la0kzjc35mc9i1322tvs9ly8j3nm8rc" style="width:700px;height:383px;margin-top:0px;margin-bottom:0px;margin-left:0px;margin-right:0px;border:0px solid black;" vspace="0" width="700" />

&nbsp;

➃ Select 'Manage subscription'

<img alt="" border="0" height="382" hspace="0" src="https://support.tappytaps.com/scripts/file.php?view=Y&amp;file=k1o4661o48iwn5ljosu6zm0v2hf8eoar" style="width:700px;height:382px;margin-top:0px;margin-bottom:0px;margin-left:0px;margin-right:0px;border:0px solid black;" vspace="0" width="700" />

&nbsp;

➄ Select 'Cancel subscription'

<img alt="" border="0" height="382" hspace="0" src="https://support.tappytaps.com/scripts/file.php?view=Y&amp;file=db2zssuyiqr9b77y12zwmoot6jvghfle" style="width:700px;height:382px;margin-top:0px;margin-bottom:0px;margin-left:0px;margin-right:0px;border:0px solid black;" vspace="0" width="700" />

&nbsp;

➅ You will be redirected to a Paddle website. Select 'Cancel Subscription'

<img alt="" border="0" height="331" hspace="0" src="https://support.tappytaps.com/scripts/file.php?view=Y&amp;file=t1j7q7601ajjel3ptu9tno4j1dh71xzj" style="width:700px;height:331px;margin-top:0px;margin-bottom:0px;margin-left:0px;margin-right:0px;border:0px solid black;" vspace="0" width="700" />

&nbsp;

<a id="Website" name="Website"></a>

<h2>Website</h2>

➀ Go to <a href="https://barkio.com/login" target="_blank">https://barkio.com/login</a> and log in with your Barkio account

<img alt="" border="0" height="353" hspace="0" src="https://support.tappytaps.com/scripts/file.php?view=Y&amp;file=337s7t86d4am2fppgsehb3x78bhblrxs" style="width:700px;height:353px;margin-top:0px;margin-bottom:0px;margin-left:0px;margin-right:0px;border:0px solid black;" vspace="0" width="700" />

&nbsp;

➁ Select 'Cancel subscription renewal'

<img alt="" border="0" height="328" hspace="0" src="https://support.tappytaps.com/scripts/file.php?view=Y&amp;file=ohjddhjkm9095vvpd40yvy04cdjtd5wj" style="width:700px;height:328px;margin-top:0px;margin-bottom:0px;margin-left:0px;margin-right:0px;border:0px solid black;" vspace="0" width="700" />

&nbsp;

➂ You will be redirected to a Paddle website. Confirm by selecting 'Cancel subscription'

<img alt="" border="0" height="331" hspace="0" src="https://support.tappytaps.com/scripts/file.php?view=Y&amp;file=tfeopyyde5o2xlrbv89f8y2lncz8t9h9" style="width:700px;height:331px;margin-top:0px;margin-bottom:0px;margin-left:0px;margin-right:0px;border:0px solid black;" vspace="0" width="700" />

How to cancel Barkio Premium?

If you want to delete your account, go to the Settings -&gt; Account -&gt; Delete Account. Confirm deleting your account by entering the password. You’ll receive an email with details about the process.&nbsp;If you need any help, contact our support at <a href="mailto:support@barkio.com?subject=Deleting%20family%20account">support@barkio.com</a>.

<h3>PLEASE NOTE:&nbsp;</h3>

If you currently have an active&nbsp;Barkio Premium subscription, you&nbsp;need&nbsp;to cancel&nbsp;it separately. On iOS and Android, you can cancel your subscription at any time. On desktop (macOS, Windows, Linux) subscription has to be canceled&nbsp;BEFORE&nbsp;deleting your Barkio Account. Check our guide on&nbsp;how to <a href="https://barkio.com/en/faq/206995">cancel Barkio Premium subscription</a>.

How to delete Barkio Account?

If you experience issues with the video transmission either through WiFi or cellular data, try the following steps:&nbsp;

<ol>
	<li>Check if the following ports are open on your network, as&nbsp;a firewall on that network could be blocking some ports that our app needs. This often happens on public WiFis (such as hotel WiFi). Our app needs the following ports: TCP port 5222 for audio, TCP port 443 for the video. In addition, the app also requires these ports for the video: UDP port 3478, UDP ports 1025 - 65535 (media ports).&nbsp;A network administrator or&nbsp;cellular data provider should assist you with this issue.&nbsp;</li>
	<li>Make sure both devices are connected to a fast internet connection (at least 1 MB/s).</li>
	<li>If the video issue appears on a specific device, contact our support team at&nbsp;<a href="mailto:support@barkio.com?subject=Video%20doesn%27t%20work%20on%20WiFi">support@barkio.com</a>&nbsp;with device specifications (types of devices, operating systems, version of the operating systems). Our support team is ready to help.</li>
</ol>

I have a problem with the video

We understand that battery and data consumption is very important, and we constantly try to reduce power and data consumption.

However, the battery consumption is affected by many factors - the overall condition of the battery, if the video feature is being used, if Person Station is monitoring on the foreground, etc.&nbsp;

If possible, we recommend keeping the Dog Station plugged in the charger. On the Person Station, it is possible to use the background monitoring mode, which is very battery friendly.&nbsp;

Equally, data consumption is affected by many factors. Audio and video transmission, quality of the video, and the quality of the internet connection all play a part in the amount of data used. When the video feature is used, the data consumption will be significantly higher than if using audio-only. An hour of audio monitoring consumes usually&nbsp;around 1-5 MB (but can be higher); video monitoring usually consumes about 10 MB / minute (but can be higher).&nbsp;

Data and battery consumption

Your privacy and security are really important to us. Therefore we are&nbsp;transparent about what data we store and why.

The entire communication is encrypted by industry-standard SSL. The communication goes through our servers, and some of the data are stored on our Barkio servers. The reason why we store&nbsp;them is to be able to&nbsp;synchronize the data (such as created dogs, recorded commands, activity log, etc.) with all your paired devices under&nbsp;your Family Account.

The structure of the Activity log is stored on our servers unless you delete it. We, however, delete the audio recordings after a certain period of time. In the trial version, we keep audio recordings from the last 2 monitorings and last 3 days and delete the rest of them. In Barkio Premium, we keep audio recordings from the last 10 monitorings and last 21 days.

Privacy and security

You can use Barkio in the background to be informed about your dog. This comes handy when you can't or don't want to watch the monitoring in real-time, but you'd still like to be informed if anything happens.&nbsp;

 
When monitoring in the background, Barkio will inform you about your dog through notifications.

&nbsp; 
During background monitoring, the video and audio are not transmitted, which helps to save your battery on the Person Station device. You'll also be able to use other audio apps (e.g., music and video players). &nbsp;

 
To use the background mode, make sure to enable notifications on your Person Station's device. Barkio will ask you for the permission to send you notifications when first running the app. If you previously disabled the notifications, you can enable them in Settings on your device. Please note that iOS and&nbsp;Android are in control of&nbsp;notifications delivery. Even though both iOS and&nbsp;Android do&nbsp;their best to deliver the notifications, their delivery can never be 100% guaranteed.&nbsp;

 
If you don't enable the notifications when using the app in the background, Barkio won't be able to continue monitoring and won't be able to inform you about your dog.

What is a background mode?

The Activity log is a timeline of past monitoring with audio recordings assigned to their respective timestamps. The Activity log is synchronized on all devices under your Family Account.&nbsp;

You can access all Activity logs from the main screen by tapping on the icon of a clock. You can access the current Activity log during the monitoring in Menu → Activity log or by tapping “Last noise ‘time period’ ago.”

Recorded noises in the Activity log are condensed, which means we shorten the silence intervals. For example, when the dog was noisy for 10 seconds, but the actual noise was only 7 seconds, the audio file will be 7 seconds long.&nbsp;

The Activity log structure, timestamps, and audio recordings are stored on our Barkio&nbsp;servers. You can access Activity logs from the last 21 days. Older Activity logs are automatically deleted.

If you wish to keep the audio recording you can export it by playing the audio recording and then selecting “Export.”

What is Activity log?

If the app displays you the "No connection" screen, try to do the following:&nbsp;

<ol>
	<li>Check that the internet connection is working by loading a website in your browser.</li>
	<li>It's possible that some&nbsp;ports that our app needs are blocked by the firewall of the network you're connected to. It usually happens on public WiFi, such as in hotels, etc. Our app needs the following ports: TCP port 5222 for audio, TCP port 443 for the video. In addition, the app also requires these ports for the video: UDP port 3478, UDP ports 1025 - 65535 (media ports).&nbsp;A network administrator or&nbsp;cellular data provider should assist you with this issue.&nbsp;</li>
	<li>We try to make sure the app works under all circumstances, however, on rare occasions (such as server maintenance), the app servers may not be working for a few moments. You can check if the servers are working on this website:&nbsp;<a href="https://status.barkio.com/">https://status.barkio.com/</a></li>
</ol>

Application has problem with connection

You can set a video quality separately for video on WiFi and video on mobile data. You can adjust this setting in Settings → General → Video settings.

By default, the quality is set to "Medium".

When switching to the "High" video quality, note that it consumes significantly more data, it loads the processor of your device and therefore drains more battery.&nbsp;

If you're on a limited data plan (usually when using mobile data), we recommend setting the video quality to "Low". The "Low" quality consumes 3 MB/min at minimum or more.

Video quality settings

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Here you’ll find Activity logs from monitorings under your Barkio account.

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