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If there are any mechanical issues with your Feeder, please do not try and fix these yourself.
Instead contact our friendly customer service team - see
back cover
for contact details.
The Feeder won't open for my pet
• Ensure the 4 x sensors inside the hoop are clean
- see page 21.
• Check that you used good quality
alkaline
batteries and that they are not running low.
Ensure the + and - of the batteries are in the correct orientation
- see page 11.
• Move the Feeder away from any metallic or electrical appliances. If the Feeder still won't
open for your authorised pet continue reading.
• Check that there are no obvious sources of electrical noise in the area i.e. faulty flickering
lights, etc. If you suspect there are, please call our Customer care team
- see the back cover
for details.
• If the above doesn’t work, check with your vet to ensure that your pet’s microchip is working
and that it is located in the normal place. If it has moved significantly, it will have become
hard to read. In the meantime you could use the Sure Petcare RFID Collar Tag provided.
Attach the collar tag to your pet’s collar and repeat the ‘Add a pet’ process
- see pages 15.
My pet is not happy using the Feeder
• Repeat the training process allowing more time for your pet to feel comfortable between
each step
- see page 19-20.
• If your pet is still very cautious of the Feeder then try following the steps at
cautiouspetlink.com
ensuring you don’t try to force your pet to feed at any point.
• Assess your pet’s feeding environment. Do they always approach their bowl from a set
angle? Are they worried about having their back to the door? There is no set orientation that
the Feeder must be placed so, if you can, change it to help your pet feel more comfortable.
• If the time delay for the lid to close (after your pet has finished eating and stepped
back) is not right for them, you can increase/decrease the time it takes to close in the
Sure Petcare app.
The Feeder lid is not closing all the way
This has could be caused by food debris getting caught under the lid or in the mechanism. To
ensure that the lid continues to close correctly it is important to clear food debris from the
surfaces of the Feeder
- see page 21-22.
Portion indicator lights are on but the bowl is empty
If when you open the Feeder some of the portion indicator lights are green, even though there
is no food left in the bowls, it highlights the need for zeroing. To solve this, make sure to always
press the zero button before replacing your pet's food
- see page 17-18.
Still in need of assistance?
The portion indicator lights are not responding
• Please be aware that if you haven't set a portion weight on the Sure Petcare app, the portion
indicator lights will not illuminate when adding your pet's food.
• Also, debris stuck around the weighing arms can affect the performance of the Feeder, so please
make sure that this area is clean
- see page 21-22.
Other pets are stealing food
• If greedy pets are trying to steal food from an open Feeder, you can try reducing the time it takes
for the lid to close after the pet has finished eating via the Sure Petcare app.
• There may be a custom setting that will help solve your specific problem. Please contact our
customer care team to discuss your situation
- see back cover for contact details.
• Alternatively, if greedy pets are managing to steal food by going around the back or the side of
the Feeder (when the lid is open and the authorised pet is eating) then we have created a rear
cover that will help stop such clever and determined behaviour. For more information go to
surepetcare.com/accessories
Short battery life
• Ensure your Feeder is clean and there is no dirt obscuring the sensors
- see page 21.
• Ensure you have used good quality batteries and that they are fitted correctly
- see page 11.
• Check there are no obvious sources of electrical noise in the area (i.e. faulty flickering lights, etc).
If you suspect there are, please call our Customer care team. See
back cover
for details.
Multiple Feeders in one household
• If you find that you or your pets get confused by which Feeder is theirs, try using different
coloured bowls as well as more distinctly separate feeding locations. This should help with this.
Different coloured bowls and mats are sold separately. For more information go to
surepetcare.com/accessories
Microchip Pet Feeder Connect
- If you keep having connectivity issues please visit:
surepetcare.com/hub-connectivity
- For more guidance, videos and customer help forums visit:
surepetcare.com/support
- If you’re having issues with your Sure Petcare app please visit:
surepetcare.com/apphelp
Or you can contact our friendly customer care team.
Please see the back cover for details.
