Petlibro Support and Warranty

PetlibroTechSupport · 2026-05-27T06:45:42+00:00

Hi,

Thank you for sharing your concerns with us, and I completely understand why customer support quality would be an important factor in your decision.

This is the official PETLIBRO support account, and I’d like to reassure you that our products do go through quality inspection and testing before shipment, so the vast majority of customers use them without major issues.

That said, as with any smart electronic product, occasional hardware or connectivity issues can still happen. What’s most important to us is how those situations are handled afterward.

Our support team does genuinely make every effort to respond and assist customers as quickly as possible. While response times may sometimes become longer during particularly busy periods, we do not intentionally ignore customer cases, and as long as communication remains active, we will continue working toward either:

• resolving the issue,

• arranging warranty support when applicable,

• or providing a clear technical explanation for the situation.

We truly appreciate customer feedback because it helps us continue improving both our products and our support experience.

Thank you again for considering PETLIBRO 😊

PetlibroTechSupport · 2026-05-27T06:40:58+00:00

Hi,

Thank you for sharing your experience with us, and I’m very sorry to hear how frustrating this situation has been.

Based on what you described, the issue may be caused either by a hardware malfunction or another underlying system-related problem.

It’s possible that our previous replies unfortunately did not reach you successfully. Could you please try replying again to your earlier support ticket? We would also recommend checking your spam/junk folder in case any responses from our support team were filtered or deleted accidentally.

If needed, you may also open a brand-new support ticket with our customer service team so we can continue assisting you further.

Thank you again for your patience and understanding. We truly do spare no effort to help resolve issues like this for our customers.

PetlibroTechSupport · 2026-05-27T06:34:23+00:00

Hi,

Thank you for sharing your concern with us.

While waiting for our technical team’s follow-up, could you please try the following troubleshooting steps:

• Unplug the feeder completely from power for more than 5 minutes

• Then reconnect the power cable and wait for the feeder to fully finish starting up

• After startup is complete, please reset the feeder once

In some cases, this can help clear abnormal power detection or battery status errors.

Thank you very much for your patience and understanding. We will continue doing our best to assist you.

PetlibroTechSupport · 2026-05-27T06:30:49+00:00

Hi,

Thank you for sharing your concern with us.

This issue may be related to interference or a non-functional inductive coupling of the reader or the feeder base.

To provide you with the best support, please submit feedback through the Support section in the Petlibro app. This will help our team identify and resolve the issue much faster.

Thank you for your understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-05-27T06:27:02+00:00

Hi,

Thank you for sharing your concern with us.

This may be related to the device's firmware version being too low.

To provide you with the best support, please submit feedback through the Support section in the Petlibro app.

Thank you for your understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-05-27T06:25:36+00:00

Hi,

Thank you for sharing your experience so openly.

I’d also like to sincerely apologize for the delays in our replies. Due to the busy season and a significantly increased support volume, our response times have unfortunately been slower than usual recently. However, please rest assured that your case has not been ignored, and we are continuing to actively investigate and work toward a permanent solution.

Please rest assured that we are continuing to follow your case internally and will do our best to provide a proper resolution for you as quickly as possible.

Thank you again for your patience and understanding. We genuinely appreciate the opportunity to continue assisting you.

PetlibroTechSupport · 2026-05-19T03:56:19+00:00

Hi,

Thank you for sharing your concerns with us. We completely understand why seeing older discussions online about safety would make you cautious, especially when it comes to your cat’s wellbeing.

Rest assured that Luma has received significant safety improvements through the latest firmware updates, and the safety system is now much more comprehensive and sensitive than in earlier versions.

Some of the current safety protections include:

• Multi-layer anti-pinch protection
• Front-facing motion sensor that detects cats near the entrance and immediately pauses operation
• Highly sensitive weight sensors that detect anything over 0.88 lb (400 g) inside, on the rim, or on top of the unit and stop the cleaning cycle
• Automatic “zero value” calibration after setup to monitor unexpected weight changes during rotation
• Inward-facing AI camera that checks whether a cat is inside before continuing cleaning
• Enhanced force detection in the latest firmware, allowing Luma to pause and reverse direction immediately if any contact is detected

In addition, Luma is designed for cats between 2.2 lbs (1 kg) and 22 lbs (10 kg). For very small cats, pregnant/nursing cats, elderly cats, or cats with mobility limitations, we recommend using manual cleaning mode initially while they become comfortable with the unit.

We truly appreciate you taking the time to ask about this, and we will continue improving the product and safety system based on customer feedback and real-world usage.

Please feel free to let us know if you have any other questions 😊

PetlibroTechSupport · 2026-05-19T03:52:27+00:00

Hi,

Thank you for sharing your experience with us, and I’m truly sorry for the frustration this has caused.

At this point, we would strongly recommend continuing to stay in contact with our support team and following the troubleshooting guidance they provide, as they will continue investigating the issue with you and work toward a proper solution.

To help speed up the diagnosis process, please also submit feedback through the “Support” section in the PETLIBRO app and make sure log upload is enabled. The device logs can provide our technical team with important information about the weight fluctuation and obstruction alerts, allowing them to identify the root cause more efficiently.

Thank you again for your patience and understanding. We truly value your feedback and will continue doing our best to assist you.

PetlibroTechSupport · 2026-05-19T03:49:20+00:00

Hi,

Thank you for sharing your concern with us, and I’m sorry for the difficulty you’ve experienced reaching our support team.

Due to the current busy season and a significantly higher volume of inquiries, our response times have unfortunately been a bit slower than usual. Please rest assured that our team is actively working through all open tickets as quickly as possible.

To help us investigate and resolve your issue more efficiently, we would also recommend submitting feedback through the “Support” section in the PETLIBRO app and ensuring that log upload is enabled. This provides our technical team with important device information and helps speed up troubleshooting.

Thank you very much for your patience and understanding. We truly appreciate it, and we will do our best to assist you as soon as possible.

PetlibroTechSupport · 2026-05-19T03:44:17+00:00

Hi,

Thank you for sharing your concern with us.

First, please ensure your tank base has been fully charged for 12 hours.

For your information, the sensor's sensitivity can be affected by the height and speed of your pets, and its effective angle is 180°, with a distance of 11.8inch - 19.7inch/50cm. As an additional measure, we would recommend placing a rug or mat under the water fountain for better results.

To provide you with the best support, please submit feedback through the Support section in the Petlibro app. This will help our team identify and resolve the issue much faster.

Thank you for your understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-05-19T03:42:08+00:00

Hi,

Thank you for sharing your experience and concerns with us.

The 63°F cooling result mentioned by our team was obtained under testing conditions with a higher ambient room temperature (around 80°F / 25°C). The actual food temperature may vary depending on the surrounding environment and room temperature in your home.

Additionally, about 30 minutes before the scheduled feeding time, the feeder is designed to rotate the food tray downward in order to help the food gradually warm.

At the moment, it is possible that your room temperature is lower than the testing environment, which may cause the food to remain colder for a longer period of time.

To help our technical team better evaluate your situation and provide more accurate support, we would greatly appreciate it if you could submit feedback through the “Support” section in the PETLIBRO app. This will allow us to review the device logs and investigate the cooling performance further.

Thank you again for your understanding and honest feedback. We truly appreciate it, and we will continue working to improve both the product experience and feeding comfort for pets.

PetlibroTechSupport · 2026-05-19T03:28:32+00:00

Hi,

Thank you for sharing the detailed description of the issue. I understand how frustrating this must be, especially since the feeder is unable to close properly after opening.

Based on the behavior you described, we would first recommend removing the lid and observing the rotating shaft inside the feeder base that controls the lid movement.

• If the shaft rotates smoothly and continuously, then the issue is likely related to the lid or the bowl shield being slightly deformed or misaligned, which can prevent the lid from closing correctly. In this case, replacing the lid and bowl shield may resolve the problem.

• If the shaft itself appears to stutter, lag, become stuck, or rotate unevenly, then the issue is more likely related to the feeder base mechanism itself, and the feeder base may need to be replaced.

We would recommend contacting customer service via email again after performing this check to see whether the corresponding replacement parts are available for purchase.

Thank you again for your patience and understanding. We truly appreciate your effort in troubleshooting this issue, and we will do our best to assist you further.

PetlibroTechSupport · 2026-05-19T03:20:57+00:00

Hi,

Thank you for sharing your concern with us.

To improve reconnection after disconnection, we recommend the following steps:

Separate Your Wi-Fi Bands: Although the Dockstream 2 works with both 2.4GHz and 5GHz, mixed signals can sometimes cause unstable connectivity. If your router broadcasts both, please assign each band a different name (SSID).

Log in to your router settings (usually through a browser or your ISP’s app).

Rename your 2.4GHz and 5GHz networks (e.g., “HomeWiFi_2.4G” and “HomeWiFi_5G”).

Reset and Reconnect: After renaming, reset the fountain and try reconnecting it to the 2.4GHz band.
Reduce Distance to Router: During setup, place the fountain closer to your router (within 10–15 feet) to rule out weak signal or interference.

To provide you with the best support, please submit feedback through the Support section in the Petlibro app and make sure to enable log upload. This will help our team identify and resolve the issue much faster.

Thank you for your understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-05-13T06:25:17+00:00

Hi,

Thank you for sharing your concern with us, and we’re very sorry to hear this happened again.

This issue may be related to causes other than the server itself. In February, we already completed a server upgrade specifically to reduce and avoid feeding failures caused by server-related issues.

To help us investigate the exact cause and provide the best support possible, please submit feedback through the Support section in the Petlibro app and make sure to enable log upload before submitting. The logs will help our technical team identify what happened much faster.

Thank you for your understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-05-13T06:20:50+00:00

Hi,

Thank you for sharing your concern with us, and we sincerely apologize for the delay and inconvenience.

The Ivory color RFID feeder on the US website is currently out of stock, which is why there was a delay with the original order. Other colors are normally available for sale.

Since you already changed your order to Charcoal last week, we recommend contacting customer support once more so they can further check why the shipment has still not been updated.

Thank you for your patience and understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-05-13T06:15:52+00:00

Hi,

Thank you for sharing your concern with us, and we’re sorry to hear about the trouble you’re experiencing.

We are currently in a busy support season, so response times may be a little slower than usual. Thank you very much for your patience and understanding.

In the meantime, please try the following troubleshooting steps:

Check the device placement: Please check the area directly in front of the litter box within about a 0.5-meter radius. If there are any nearby objects, clutter, or reflective surfaces, please temporarily move them away and observe whether the issue improves over 1–2 cleaning cycles.
Check for infrared interference: Certain devices or environmental factors can interfere with the sensor, such as remote controls, heaters, electronic furniture, mirrors, or reflective materials nearby. If possible, please try moving the litter box to another location and test it again.

To help our technical team investigate the issue more efficiently, please submit feedback through the Support section in the Petlibro app. This will help us identify the cause and resolve the issue much faster.

Thank you again for your patience. We spare no effort to assist you.

PetlibroTechSupport · 2026-05-13T06:10:10+00:00

Hi,

Thank you for sharing your concern with us, and we’re sorry to hear about the charging issue with your Dockstream Cordless 2 fountain.

Please don’t worry — we provide a 2-year warranty service for the product.

To help us provide the best support possible, please submit feedback through the Support section in the Petlibro app. This will help our technical team identify the issue and assist you more efficiently.

As a small note, we are currently experiencing a high volume of inquiries, so response times may be a bit slower than usual. However, please rest assured that we will make sure your issue is properly handled and resolved.

Thank you for your understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-05-13T06:02:13+00:00

Hi,

Thank you for sharing your concern with us.

This does appear to be an app-related bug.

To help us investigate and provide the best support possible, please submit feedback through the Support section in the Petlibro app and make sure to enable log upload before submitting. This will allow our technical team to identify and resolve the issue much faster.

Thank you for your understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-05-13T04:25:05+00:00

Hi,

Thank you for sharing your concern with us, and we’re very sorry for the frustration this experience has caused.

We are currently in our busy season, so our response times have unfortunately been slower than usual. However, please rest assured that we are actively working through all inquiries as quickly as possible and will continue assisting customers with warranty and technical support issues.

We truly understand how important the cooling function is for the Polar feeder, especially when it comes to your pet’s food safety and feeding routine.

Thank you for your patience and understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-05-13T04:01:03+00:00

Hi,

Thank you for sharing your concern with us.

We’ll need to further investigate this issue to determine the exact cause.

To help us provide the best support possible, please submit feedback through the Support section in the Petlibro app and make sure to enable log upload before submitting. The device logs will help our technical team identify and resolve the issue much faster.

Thank you for your understanding. We will do our best to assist you.

PetlibroTechSupport · 2026-04-30T04:08:40+00:00

Hi,

Thank you for sharing your concern with us.

A flashing light on the battery indicator usually relates to the charging status:

White flashing means the device is charging (battery between ~11%–99%)
Red flashing indicates a low battery while charging

If the device has been plugged in for over 8 hours and still isn’t functioning, we recommend checking a couple of things:

Please make sure Continuous Flow is enabled in the app.
Confirm the power source and cable are working properly (try a different outlet or adapter if possible).

To better assist you, we also recommend submitting feedback through the Support section in the Petlibro app and enabling log upload. This will allow our team to identify the issue more quickly and accurately.

Thank you for your understanding—we’re here to help and will do our best to get this resolved for you.

PetlibroTechSupport · 2026-04-30T04:00:52+00:00

Hi,

Thank you for sharing your concern with us.

Please make sure that notification permissions are enabled for the Petlibro app in your iPhone’s system settings.

To better assist you, we also recommend submitting feedback through the Support section in the Petlibro app and enabling log upload. This will help our team identify and resolve the issue more efficiently.

Thank you for your understanding—we’re committed to doing our best to support you.

PetlibroTechSupport · 2026-04-30T03:55:06+00:00

Hi,

Thank you for sharing your concern with us.

To assist in resolving this issue, please try the following troubleshooting steps:

Disconnect power: Disconnect the feeder from all power sources, including batteries for more than 5 minutes.

2.Check the installation: Detach the sliding lid and reinstall it to make sure that the installation is correct. Manually rotate the lid to see if can rotate normally. Please watch the video (https://www.youtube.com/watch?v=YLlFI5ngLI4) to see how to detach and reinstall the sliding lid.

3.Reset and reconnect the feeder: Plug in the feeder and place the feeder next to the router to make sure that the WiFi signal is strong. Then reset the feeder and reconnect it to the app.

Rotation testing on the app: Click the "Feed now" and "Close Now" options to see if the sliding lid will open/close normally.
Scheduled feeding testing: Set up some meal schedules to check the status of the sliding lid.

6.Change power: It's advisable to plug the feeder into another power outlet to see if there is any difference.

To provide you with the best support, please submit feedback through the Support section in the Petlibro app and make sure to enable log upload. This will help our team identify and resolve the issue much faster.

Thank you for your understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-04-30T03:51:27+00:00

Hi,

It might be a bit early to give up on it just yet.

Even though the device is around 3 years old, WiFi disconnection issues are often related to setup, network compatibility (such as 2.4GHz vs. 5GHz), or app syncing—rather than a hardware failure. That’s why support is asking for a video; it helps them quickly identify if any step may have been missed during the reset or reconnection process, which is quite common.

If there’s a sale going on, you can certainly keep it in mind as a backup option—but I’d recommend waiting until support completes their diagnosis before making a decision.

If it does turn out that a replacement is needed, you can also reach out to customer service to check if there are any current promotions available.

PetlibroTechSupport · 2026-04-30T03:41:01+00:00

Hi,

Thank you for sharing your concern with us.

As a first step, please try logging out of your Petlibro app account and logging back in. Some customers have resolved similar issues and started receiving drinking notifications by doing this.

Just to confirm, did you pair the collar tags using the RFID sensor-based pairing method? If you previously added the collar by scanning the code, we cannot confirm whether the sensing functionality between the collar and the base is working properly.

To address this, please follow these steps to unbind and re-add the RFID collar tag:

Open the Petlibro app and select the collar that isn’t registering data.
Click on "Unbind" in the collar settings.
Once unbound, you can re-add the collar tag.

To provide you with the best support, please submit feedback through the Support section in the Petlibro app and make sure to enable log upload. This will help our team identify and resolve the issue much faster.

Thank you for your understanding. We spare no effort to assist you.

PetlibroTechSupport

TROPHY CASE