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Top 5 Customer Care Questions Answered

By Natalie Lester, PetSafe Brand Marketing Specialist

April is Customer Loyalty Month, and we are confident PetSafe customers are the best in the business! We are very proud of our Customer Care Center that works very hard to answer any questions users face.

In honor of the month, we asked what questions our specialists hear most and included the answers in case our readers ever face the same issue.

1. Why doesn’t my collar work? There are various reasons your collar may not be working, including a malfunction of the collar or a battery outage. If you have a containment system, the transmitter may be failing to send a signal or your wire may be nicked or broken. The best way to determine which could be the issue is by performing the Loop Test and the Systems Test.

2. Can I make a rectangle with the wireless signal? No. Our wireless transmitters set only circular boundaries. Additionally, you cannot make a rectangle with an in-ground containment system either, because when the wire makes a 90 degree turn, it cancels the signal.

3. Where can I buy batteries? Batteries may be purchased at any local pet store (PetSmart, PetCo, Pet Supplies Plus), Radio shack, Wal-Mart, PetSafe, or through our Customer Care.

4. Will a wired receiver collar work on a wireless system? Unfortunately, a wired receiver will not work with a wireless system nor will a wireless receiver collar work with a wired system. The good news is each system comes with one collar and additional receivers are available for purchase wherever you buy your system.

5. How do I twist the wire to cancel the signal? With two 20 gauge wires, you should twist the wires 10 to 12 times per foot to cancel the signal. For thicker wires, it will take less twists.

We hope this answers help you, and – of course – if you need further help, call our Customer Care Center at 1-866-738-4379. Any of our specialists will be more than happy to help you – and would I! If you feel more comfortable posting your product question here, feel free.

What can we help you with?


ABOUT NATALIE As the PetSafe Brand Marketing Specialist, Natalie manages The Paw Print blog and generates other brand related content including public relations and promotions. Before PetSafe, Natalie worked in the local media covering politics, education, and religion. Natalie’s puppy, Emma, spends almost as much time in the office as she does.  

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Our line is working but the control box has an intermittent buzz. What would cause that?

Hi Gail. Thank you for your comment. If your transmitter is giving any kind of beep, there could be an issue with the wire, or there may be something that needs to be looked at with the box itself. For troubleshooting assistance, please call our Customer Care department at 1-800-732-2677 M-F 8a-8p or Saturday 9-5, ET. We hope to hear from you soon!

I have a petsafe system. It is about two years old. For the past few months the red light flashes every 4-5 weeks and I need to change the battery.
Is this unusual? Do I need a new collar?

Tim Rice
westborough, MA

Hi Tim,

1-3 months is typical battery life for the RFA-67D battery, the most common battery for our fences: 4-5 w.eeks sounds pretty normal.

Did the batteries last longer than 4-5 weeks before? Maybe your dog is testing his boundaries more lately, so the collar battery is using up more juice.

We do have a new rechargeable in-ground fence collar that might be compatible with your system:

Give us a call at 1-866-738-4379 and we can help you troubleshoot.

I have two pet safe 1000 rechargeable training collars. They both have stopped working.  When the first one stop I bought another one because I needed it immediately. They are fully charged the collar is blinking green and the remote indicates all proper symbols but yet they do not send a beeping or a shock please help !!!!! You can even call me anytime at 234.788.4287

Hi Danny,

That must be frustrating! You can try some of these steps to troubleshoot why the remote doesn’t seem to be working:

You can give us a call at 1-866-738-4379 and we’d be happy to help troubleshoot your remote trainer.

My family and I have the Stay+Play system. HELP!!! Last week we had our newest puppy shocked while in the car within the boundaries.  Last night she was shocked while she was just laying in the kitchen. This is the first time we’ve ever had any trouble with the system. Our system was purchased new less three years ago, surely it’s not wearing out, it indicates that it’s fully charged.

We are just stumped and concerned for the safety of our sweet puppy, Abby.

Please let us know what we should do.

Thanks so much,

Jenny Anderson

Hi Jenny,

I’m sorry to hear that!

The receiver collar activates when it loses the transmitter signal. This sometimes occurs if a large metal object is between the receiver collar and transmitter, such as the car or fridge in the kitchen.

You might need to consider relocating the transmitter and resetting the pet area. Another option is to re-synchronize the system. You can try these basic troubleshooting steps.

Call Customer Care at 1-866-738-4379 and we’ll gladly help you troubleshoot your system.

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