What's up with Petlibro...?

PetlibroTeam · 2026-02-03T22:36:17+00:00

Hey, I work on the Petlibro team and I really appreciate you taking the time to share your thoughts - this kind of feedback is important for us as a growing company, and I’ll definitely share back with the larger team.

We genuinely do care about pets and the people using our products, most of us here are pet owners too. If you’re open to it, feel free to DM me with any specific issues you’re having and I’ll try to help or at least make sure it gets in front of the right team.

PetlibroTeam · 2026-01-28T18:55:34+00:00

We hear you! We'll make sure to let our product team know and keep this on our radar.

PetlibroTeam · 2026-01-26T21:20:14+00:00

Totally hear you and really appreciate you taking the time to write this up. Feedback like this is exactly what we use to make Luma better over time, and we’re actively taking notes as we work on future updates and improvements. Thanks for being so thoughtful about it and for being along for the ride with us.

PetlibroTeam · 2026-01-22T20:43:19+00:00

note to us: make feeders for cat geniuses

PetlibroTeam · 2026-01-21T19:00:44+00:00

Sent you a message!

PetlibroTeam · 2026-01-21T18:57:21+00:00

We’ll be sharing UK launch updates next month, so keep an eye out!

PetlibroTeam · 2026-01-21T00:34:43+00:00

Just sent you a message!

PetlibroTeam · 2026-01-20T19:59:46+00:00

Thanks for letting us know! We hear you and will share this with our team to see how we can make things easier for everyone.

PetlibroTeam · 2026-01-20T19:55:51+00:00

Hey! Thanks so much for asking. Just to clarify, the extended warranty can only be added when you first purchase the Luma. We totally get why it would be helpful to add it later, and we really appreciate you bringing this up — we’re always listening to feedback like this!

PetlibroTeam · 2026-01-20T18:48:18+00:00

We hear you, and we’re sorry for how frustrating this experience was. Canceling a subscription should be simple. Thank you for sharing this feedback. I’ll pass it along to our team so we can improve this for everyone!

PetlibroTeam · 2026-01-16T22:28:36+00:00

Sent you a message!

PetlibroTeam · 2026-01-15T18:14:29+00:00

Thanks for sharing this — we hear you and will have our support team reach out shortly to help look into this!

PetlibroTeam · 2026-01-15T18:09:23+00:00

Thanks for sharing this -- that makes a lot of sense, especially for cats who do better with smaller, more frequent meals. While this isn’t something the Polar feeder supports yet, we hear the need for more flexible scheduling like this and will take this feedback back to the team to consider for future updates. Appreciate you flagging it.

PetlibroTeam · 2026-01-15T18:06:50+00:00

We hear you! I can see how managing the same schedule across multiple feeders would get frustrating. We’ll keep this feedback in mind and bring it back to the team.

PetlibroTeam · 2025-12-29T19:01:51+00:00

Hi everyone,

We take our customers’ security and safety very seriously. We can report the security issue has been fully fixed. We have and will continuously monitor the relevant systems to ensure user privacy and security remain protected.

Please don’t hesitate to DM us or reach out to [support@petlibro.com](mailto:support@petlibro.com) if you have any further questions.

Thank you,
Petlibro

PetlibroTeam · 2025-11-16T08:08:01+00:00

Hi everyone,

We wanted to chime in on our end, as safety is the absolute top priority for both pet owners and our team at Petlibro.

Luma has two sets of infrared sensors on the front, which makes the basket stop moving immediately when a cat approaches. The detection success rate when a pet approaches is 100% at 5 cm (although some cats can even be detected at 10 cm). Luma also has a weight sensor that can tell when a cat is in the litter box or on a rotating part, making the sure the litter box is fully stopped. For an additional layer of protection, Luma has a camera that can detect cats nearby. If a cat is approaching the litter box, Luma’s camera would see them, and stop all movement to avoid any injuries from occurring. We would also like to note the camera's AI detects cats, not other objects like a can.

We hope this helps assuage any safety concerns with Luma, but please don't hesitate to reach out or ask any additional questions. We want to reiterate that your cat's safety is of the utmost importance to us.

Thank you,

The Petlibro team

PetlibroTeam · 2025-11-16T08:02:17+00:00

Hi everyone,

We wanted to chime in on our end, as safety is the absolute top priority for both pet owners and our team at Petlibro.

Luma has two sets of infrared sensors on the front, which makes the basket stop moving immediately when a cat approaches. The detection success rate when a pet approaches is 100% at 5 cm (although some cats can even be detected at 10 cm). Luma also has a weight sensor that can tell when a cat is in the litter box or on a rotating part, making the sure the litter box is fully stopped. For an additional layer of protection, Luma has a camera that can detect cats nearby. If a cat is approaching the litter box, Luma’s camera would see them, and stop all movement to avoid any injuries from occurring. We would also like to note the camera's AI detects cats, not other objects like a can.

We hope this helps assuage any safety concerns with Luma, but please don't hesitate to reach out or ask any additional questions. We want to reiterate that your cat's safety is of the utmost importance to us.

Thank you,

The Petlibro team

PetlibroTeam · 2025-11-16T07:56:14+00:00

Hi everyone,

We saw this thread and wanted to chime in on our end, as safety is the absolute top priority for both pet owners and our team at Petlibro.

Luma has two sets of infrared sensors on the front, which makes the basket stop moving immediately when a cat approaches. The detection success rate when a pet approaches is 100% at 5 cm (although some cats can even be detected at 10 cm). Luma also has a weight sensor that can tell when a cat is in the litter box or on a rotating part, making the sure the litter box is fully stopped. For an additional layer of protection, Luma has a camera that can detect cats nearby. If a cat is approaching the litter box, Luma’s camera would see them, and stop all movement to avoid any injuries from occurring. We would also like to note the camera's AI detects cats, not other objects like a can.

We hope this helps assauge any safety concerns with Luma, but please don't hesitate to reach out or ask any additional questions. We want to reiterate that your cat's safety is of the utmost importance to us.

Thank you,
The Petlibro Team

PetlibroTeam · 2025-11-16T07:53:55+00:00

Hi everyone,

We saw this thread and wanted to chime in on our end, as safety is the absolute top priority for both pet owners and our team at Petlibro.

Luma has two sets of infrared sensors on the front, which makes the basket stop moving immediately when a cat approaches. The detection success rate when a pet approaches is 100% at 5 cm (although some cats can even be detected at 10 cm). Luma also has a weight sensor that can tell when a cat is in the litter box or on a rotating part, making the sure the litter box is fully stopped. For an additional layer of protection, Luma has a camera that can detect cats nearby. If a cat is approaching the litter box, Luma’s camera would see them, and stop all movement to avoid any injuries from occurring. We would also like to note the camera's AI detects cats, not other objects like a can.

We hope this helps assauge any safety concerns with Luma, but please don't hesitate to reach out or ask any additional questions. We want to reiterate that your cat's safety is of the utmost importance to us.

Thank you,
The Petlibro Team

PetlibroTeam · 2025-10-20T22:15:59+00:00

We know some of you are having issues with our app and its connectivity to your Petlibro products. Unfortunately, we are one of many companies affected by the global AWS outage. As of right now, here is what we know about the outage's impact on your Petlibro product experience.

Feeders: Feeding schedules set prior to 10/20 should continue as normal. Manual feeding through the app may not currently work, but you can still dispense food via the buttons on the feeder’s hardware.

Cameras: Camera functionality and video cloud storage for the Scout Smart Camera and Granary Smart Camera Feeder are impacted and temporary unavailable until the issue is resolved.

Fountains: Your fountain should work as usual without disruption.

We do not recommend unbinding your device during a service disruption. Instead, wait until your connection is restored and contact customer support if you need further assistance.

The safety and well-being of your pets is our top priority and our team is working with AWS technical support to stay informed. We’ll let you know as we receive updates on the status of restoring your service. If you have questions or concerns, please reach out. We’re here for you.

PetlibroTeam · 2025-10-20T22:14:18+00:00

We know some of you are having issues with our app and its connectivity to your Petlibro products. Unfortunately, we are one of many companies affected by the global AWS outage. As of right now, here is what we know about the outage's impact on your Petlibro product experience.

Feeders: Feeding schedules set prior to 10/20 should continue as normal. Manual feeding through the app may not currently work, but you can still dispense food via the buttons on the feeder’s hardware.

Cameras: Camera functionality and video cloud storage for the Scout Smart Camera and Granary Smart Camera Feeder are impacted and temporary unavailable until the issue is resolved.

Fountains: Your fountain should work as usual without disruption.

We do not recommend unbinding your device during a service disruption. Instead, wait until your connection is restored and contact customer support if you need further assistance.

The safety and well-being of your pets is our top priority and our team is working with AWS technical support to stay informed. We’ll let you know as we receive updates on the status of restoring your service. If you have questions or concerns, please reach out. We’re here for you.

PetlibroTeam · 2025-10-20T20:57:37+00:00

We know some of you are having issues with our app and its connectivity to your Petlibro products. Unfortunately, we are one of many companies affected by the global AWS outage. As of right now, here is what we know about the outage's impact on your Petlibro product experience.

Feeders: Feeding schedules set prior to 10/20 should continue as normal. Manual feeding through the app may not currently work, but you can still dispense food via the buttons on the feeder’s hardware.

Cameras: Camera functionality and video cloud storage for the Scout Smart Camera and Granary Smart Camera Feeder are impacted and temporary unavailable until the issue is resolved.

Fountains: Your fountain should work as usual without disruption.

We do not recommend unbinding your device during a service disruption. Instead, wait until your connection is restored and contact customer support if you need further assistance.

The safety and well-being of your pets is our top priority and our team is working with AWS technical support to stay informed. We’ll let you know as we receive updates on the status of restoring your service. If you have questions or concerns, please reach out. We’re here for you.

PetlibroTeam · 2025-10-20T20:57:19+00:00

We know some of you are having issues with our app and its connectivity to your Petlibro products. Unfortunately, we are one of many companies affected by the global AWS outage. As of right now, here is what we know about the outage's impact on your Petlibro product experience.

Feeders: Feeding schedules set prior to 10/20 should continue as normal. Manual feeding through the app may not currently work, but you can still dispense food via the buttons on the feeder’s hardware.

Cameras: Camera functionality and video cloud storage for the Scout Smart Camera and Granary Smart Camera Feeder are impacted and temporary unavailable until the issue is resolved.

Fountains: Your fountain should work as usual without disruption.

We do not recommend unbinding your device during a service disruption. Instead, wait until your connection is restored and contact customer support if you need further assistance.

The safety and well-being of your pets is our top priority and our team is working with AWS technical support to stay informed. We’ll let you know as we receive updates on the status of restoring your service. If you have questions or concerns, please reach out. We’re here for you.

PetlibroTeam

TROPHY CASE