FAQ

1. Are multiple users able to access one account?

Yes, in order for the user experience to be more efficient during operations we recommend to have one account for all users. This will allow anyone with access to create new labels and get the latest additions.

2. How do I update the app?

Like any other app, you will receive a notification asking to proceed with an update. It is a quick and easy way to ensure you and your teams always have the latest APP version.

3. What do I do if I face an issue I cannot seem to figure out within the ECOTAG™ app?

In “Your account” any user is able to reach out to a direct representative of our app via email or WhatsApp for help. We will action on your enquiry in less than 24hours and even organize an online call to walk you through step by step.

4. The app is crashing or not working properly, what should I do?

This is something that should not happen but in the eventuality it does, the best way is to close the app and restart. If the issue continues, please ensure to have the latest update and let your ECOTAG™ contact know about the issue you are facing. We are here to help!

5. How is my personal data used?

Confidential Information is held by ECOTAG™ in the strictest way of confidentiality and will never be disclosed to any third party. The Parties undertake to comply with the provisions of the Data Protection Legislation and any related legislation insofar as the same relates to the provisions and obligations of the signed agreement.

6. How can I ensure my account is secure?

The best practice is to ensure only the people using the app have the ID and password to be able to create, manage and send labels around your property.

7. How can I contact customer support?

You can reach us on team@ecotag.io or directly to your brand representative. Our team will ensure a reply in 24hours, supporting you and your operations is our upmost priority.

8. How can I provide feedback or report a bug?

You can reach us on team@ecotag.io or directly to your brand representative. Our team will ensure a reply in 24hours, supporting you and your operations is our upmost priority.

9. What is the battery life of the ECOTAG™?

We have evaluated a battery to last for up to four years when changing one label twice a day. The battery will only consume power when a new label is being transferred to the ECOTAG™.

10. What do I do if I run out of battery?

11. What language characters are available on the ECOTAG™?

12. How many allergen symbols are available on the app?

A total of 15x symbols are available. We currently have all 14x official food allergens plus an additional wine symbol.

13. I wanted to do a mass import but am facing issues, what shall I do?

Based on your selected template to create that mass import list, you will have clear instructions to follow. Please make sure to follow these as the file needs to be formatted as explained in order to upload on your App. We recommend to download each file format, save them on a specific file for the team which will facilitate the required actions. If you are still facing issue, we are here for you!

14. How can I recover deleted labels?

Unfortunately you cannot and will need to create them again on the app but no worries it should only take you a few seconds.

15. What happens if I forget my password?

On the login page, you have the possibility to reset your password and send a recovery email to our team.

16. How close must I hold the iPhone to the device for it to work?

As we use NFC connectivity only, we recommend to be as close as possible to the device in order to ensure the information flows correctly. A text will take 2-3 seconds to send and an image with a text will be slightly longer due to the size of the transfer. For the best result you want to keep your image / QR code at a format of 80x80 pixels on your small ECOTAG™ and 175x175 on your medium ECOTAG™.

17. What happens if we break an ECOTAG™ device?

That is unfortunate…but please reach out to our team to discuss the situation and we will figure out the best solution.

18. Can I clean my ECOTAG™ device in the washing machine?

Please don’t, as it will destroy your device and make the team not very happy about it...instead, gently clean it with a cloth and regular cleaning spray.