If the Out of Range Alerts on your Chipolo are not working as they should, there are a few possible reasons why.
The Out of Range Alerts are triggering with a delay
When enabled, the Our of Range Alerts will trigger with a delay of a few minutes or when you are a few hundred meters away from your Chipolo.
For example, if you leave your Chipolo behind when you leave home, you will most likely receive the alert by the time you get to your car.
The exact distance cannot be set, since the Chipolo app uses a few features (Bluetooth, Wi-Fi, the distance you just moved, etc.) to determine if you left your Chipolo behind or if the lost connection is only a small break in the Bluetooth connection. This helps prevent unnecessary false alerts from triggering when your Chipolo and your phone lose their connection for a few seconds (this can happen inside with obstacles like walls, etc.)
The Out of Range Alerts are not triggering at all
On Android phones
For the Chipolo to connect to your phone, the Chipolo app must stay active and running in the background of the phone. In some cases, the internal battery saving settings on the phone can send the Chipolo app to sleep when the phone is inactive or when the app hasn't been opened for a while. Check your internal phone settings and make the Chipolo app an exception to the battery saving rules, letting it always stay active. These settings can usually be adjusted under Battery or Power saving settings, and App settings.
On iOS phones
When you’re not actively using the Chipolo app, it should still stay active in the background on your phone. When you exit the Chipolo app, don’t swipe it away from the recent apps list, since that will shut it down completely, preventing the alerts from triggering.
Recently Apple also implemented a 'smart battery management system' to help users save battery power and protect their privacy.
This system learns based on your own actions, so if you swipe the Chipolo app closed when you stop using it, the system will remember your action and start doing that regularly on its own too. This will then completely kill any processes related to the app (like the Out of Range Alerts), even if you wanted to keep the app active in the background.
To check that the Chipolo app is allowed to stay active in the background, please open the Settings app and scroll down to Chipolo. On the next screen, check that the background app refresh is turned on and that the location permission is set to always.
The Out of Range Alerts trigger when I'm at home
On top of Bluetooth and other features, the Out of Range Alerts also check how far your phone has moved and if you are still within the same Wi-Fi range before an alert is triggered. When you move around your house (or office), these changes can sometimes trigger false alerts. If this happens regularly, please contact us at email@example.com and we can take a closer look.
The Out of Range Alerts are not working when the Chipolo app is open
The Alerts are muted when the Chipolo app is open on your phone. They will not trigger again until the Chipolo app is active in the background of your phone.
For more help with Out of Range Alerts, please contact our support team on firstname.lastname@example.org.