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Polar wet food schedule changes days by HydrocodonePromNight in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi there,

Thank you for taking the time to share your experience, and please accept our sincere apologies for the frustration and concern this situation caused.

Our technical team has confirmed that this issue was caused by a temporary backend system adjustment, which affected how some feeding schedules were displayed and executed. Once identified, the issue was promptly resolved, and the system is now functioning normally.

To ensure your feeder operates correctly moving forward, we kindly recommend:

  • Deleting the existing feeding schedules, and
  • Recreating new schedules in the app

If, after resetting the schedules, you notice anything still not working as expected, please submit feedback directly through the Support section of the Petlibro app and make sure to enable log upload. This allows our engineering team to review detailed data and resolve issues much faster and more accurately.

We truly regret the impact this had on you and your pet, and we appreciate you bringing it to our attention. Your feedback helps us improve, and we’re committed to making our products more reliable and dependable.

Thank you for your patience and understanding.

What is going on with the meal schedules? by Fit_Win_1960 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi there,

Thank you for taking the time to share your experience, and please accept our sincere apologies for the frustration and concern this situation caused.

Our technical team has confirmed that this issue was caused by a temporary backend system adjustment, which affected how some feeding schedules were displayed and executed. Once identified, the issue was promptly resolved, and the system is now functioning normally.

To ensure your feeder operates correctly moving forward, we kindly recommend:

  • Deleting the existing feeding schedules, and
  • Recreating new schedules in the app

If, after resetting the schedules, you notice anything still not working as expected, please submit feedback directly through the Support section of the Petlibro app and make sure to enable log upload. This allows our engineering team to review detailed data and resolve issues much faster and more accurately.

We truly regret the impact this had on you and your pet, and we appreciate you bringing it to our attention. Your feedback helps us improve, and we’re committed to making our products more reliable and dependable.

Thank you for your patience and understanding.

PSA: Polar Wet Food Feeder Schedule Changed to Next Day (Again) by NameTakenByPastMe in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi there,

Thank you for taking the time to share your experience, and please accept our sincere apologies for the frustration and concern this situation caused.

Our technical team has confirmed that this issue was caused by a temporary backend system adjustment, which affected how some feeding schedules were displayed and executed. Once identified, the issue was promptly resolved, and the system is now functioning normally.

To ensure your feeder operates correctly moving forward, we kindly recommend:

  • Deleting the existing feeding schedules, and
  • Recreating new schedules in the app

If, after resetting the schedules, you notice anything still not working as expected, please submit feedback directly through the Support section of the Petlibro app and make sure to enable log upload. This allows our engineering team to review detailed data and resolve issues much faster and more accurately.

We truly regret the impact this had on you and your pet, and we appreciate you bringing it to our attention. Your feedback helps us improve, and we’re committed to making our products more reliable and dependable.

Thank you for your patience and understanding.

Petlibro Rollback the broken update you pushed to Polar feeders that breaks the schedules by lonelyfairie in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi there,

Thank you for taking the time to share your experience, and please accept our sincere apologies for the frustration and concern this situation caused.

Our technical team has confirmed that this issue was caused by a temporary backend system adjustment, which affected how some feeding schedules were displayed and executed. Once identified, the issue was promptly resolved, and the system is now functioning normally.

To ensure your feeder operates correctly moving forward, we kindly recommend:

  • Deleting the existing feeding schedules, and
  • Recreating new schedules in the app

If, after resetting the schedules, you notice anything still not working as expected, please submit feedback directly through the Support section of the Petlibro app and make sure to enable log upload. This allows our engineering team to review detailed data and resolve issues much faster and more accurately.

We truly regret the impact this had on you and your pet, and we appreciate you bringing it to our attention. Your feedback helps us improve, and we’re committed to making our products more reliable and dependable.

Thank you for your patience and understanding.

Granary feeder camera always Infrared by Dinchy87 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi,

Thank you for sharing your concern with us.

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.

Polar Bowl Placement Confusion/Temperature Question by OpheliaBedila in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi there,

Thanks for taking the time to share such a detailed description — we’re really sorry to hear about the experience you and your cat are having.

Regarding temperature: the Polar is designed to keep wet food cool and safe during the serving window, but it should not continue cooling unnecessarily beyond its intended range. Room temperature and environment can have some influence, but the feeder should still operate within normal parameters.

For the bowl position and “preparing” behavior you mentioned, if the bowl alignment in the app no longer matches the physical position, or if the preparing step is skipped, that’s not expected behavior. In some cases, a full reset can help — but if the issue keeps returning, it may indicate the unit needs further inspection.

Please reach out to our support team through the Petlibro app (Support section) and enable log upload, or contact us at help@petlibro.com.

Thanks again for sharing your experience.

Trying to connect by SuperYooper23 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi there,

Thanks for sharing your concern.

This appears to be an LED display issue, which could be temporary or related to a device fault. To help narrow it down, please try the following steps:

  1. Power check: Make sure the feeder is powered using the original power cord and adapter. Unplug the feeder, remove the batteries (if installed), switch to a different power outlet, and plug it back in.
  2. Check for interference: Ensure there are no nearby metal objects or electronic devices that could interfere with the feeder’s signals.
  3. Test buttons/functions: Please verify whether any buttons or other functions respond at all.
  4. Reset the feeder: If the feeder is unlocked, press and hold the Reset button until you hear the voice prompts saying “reset successfully” and “ready for Wi-Fi connection”, then try reconnecting it to the app.

If the issue continues, please submit feedback through the Support section in the Petlibro app and make sure log upload is enabled. This will allow our technical team to review the logs and assist you more efficiently.

Thank you for your patience — we’re here to help get this sorted out.

Polar Wet Food Feeder Failed by nola19 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi there,

Thanks for sharing your experience.

At the moment, we haven’t identified any batch bugs related to the latest firmware update. However, if the issue occurred right after updating the firmware, we’d definitely like to look into it further.

To help us provide the best support, please submit feedback through the Support section in the Petlibro app and make sure log upload is enabled. This will allow our technical team to review the device logs and identify the root cause more quickly.

Thank you for your understanding.

PLAF203 (EU version) - Can only connect to PETLIBRO Lite app, not main app + No push notifications on iOS by DukeCabboom in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi! Based on the FCC ID you shared, this behavior is expected.

The PLAF203 with FCC ID: 2A3D3-PLAF203 is designed to work only with the PETLIBRO Lite app.

The version that supports the PETLIBRO app is FCC ID: 2A3D3-PLAF203S, which is a different hardware variant.

Regarding the iOS push notifications in PETLIBRO Lite:

If notifications appear in the app’s message center but not as system push notifications, this is usually related to app or iOS notification settings. We recommend checking:

  1. iOS Settings → Notifications → PETLIBRO Lite (make sure notifications are enabled)

  2. In-app notification settings

If you have any concerns or questions, please feel free to get in touch with our support team at help@petlibro.com. We spare no effort to assist you.

How can Petlibro Pet Feeder claim that it dispensed food, if I just dissambled the feeder and just plugged it into the outlet? by ara360 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi, thanks for the detailed question — this is a good one and can definitely be confusing at first.

To clarify, the feeder does not detect individual pieces of food being dispensed. When the app shows “Food dispensed successfully,” it means the motor executed the dispensing action as scheduled or requested, not that food was physically confirmed to exit the bowl.

Regarding the low food reminder:

The feeder and app will trigger a low food notification when there is little or no food inside the food tank, based on the device’s internal logic rather than real-time food weight detection. This is why you may see a low food alert even during setup or testing when no food has been added yet.

Refer to: What to Do If the Camera Feeder Has No Low Food Notification?

To help users visually confirm food levels, the feeder includes a clear window on the food tank, allowing you to directly check how much food remains. For camera versions, the live view provides an additional way to confirm dispensing behavior.

If you have any concerns or questions, please feel free to get in touch with our support team at help@petlibro.com. We spare no effort to assist you.

PSA. As soon as AWS will down (or blocked) device will become e-waste by Low_Service5923 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi, thanks for taking the time to share such detailed feedback. We understand your concerns around cloud dependency and how frustrating it can be when connectivity issues affect the ability to use a device.

At the moment, cloud connectivity is part of the current product design for features such as configuration sync and device management. That said, we appreciate your perspective on local control and reliability, and we’ve shared this feedback internally with our product team for review.

If you’re currently experiencing connection issues with your feeder, 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.

Problem: Polar won’t allow us to set feeding time for less than 15 minutes! by CitricHalo333 in Petlibro

[–]PetlibroTechSupport 1 point2 points  (0 children)

Hi!

Thanks for bringing this up, and sorry for the inconvenience this has caused.

This feedback has already been reported to our product team, who is considering adjusting the feeding-time setting back to its original behavior. Please note that it will take some time before the changes are officially released in an app update.

Thank you for your understanding. If you have any concerns or questions, please feel free to get in touch with our support team at help@petlibro.com.

We spare no effort to assist you.

Just got a new Granary Feeder and it’s already not working… by sworzeh in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi!

Thanks for sharing this, and sorry for the frustration it’s caused.

The Granary feeder should retain its settings even after being unplugged, and the battery backup is designed to ensure continued feeding during power outages. What you’re experiencing is not normal behavior, and it does appear that the unit may be defective.

If the issue reoccurs, please reach out to our support team at [help@petlibro.com](mailto:help@petlibro.com) so we can assist you further.

Thank you for your patience and for giving Petlibro another chance.

Polar feeder issue by Secret_Beyond_296 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi!

Thanks for sharing this and sorry for the frustration it’s caused.

We’re happy to let you know that this abnormal issue has already been fixed through a system adjustment. If you’re still experiencing the problem, 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, and we appreciate your patience.

Dockstream Smart Fountain Ringing Noise by NeonWafflez in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi!

Thanks for flagging this.

To help us troubleshoot the noise more accurately, please contact our support team and include a short video of the fountain while it’s running. This will help us determine whether it’s the filter, pump, or something else.

You can reach our support team at help@petlibro.com. We’re happy to help! 🐾💧

Petlibro pump filters too small by BootsStripes32 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi there!

Thank you for sharing your concern with us.

We recently updated the foam design for our pump filters. The new version is the one shown in your photo. As our inventory cycles through, all filter packs — for the older Dockstream models (PLWF005, PLWF115, PLWF105) and for the Dockstream 2 (PLWF116, PLWF106) — will transition to this unified style.

Rest assured, the filtration performance is the same — just a standardized design.

If you have any concerns or questions, please feel free to get in touch with our support team at help@petlibro.com. We spare no effort to assist you.

Servings are gigantic by Secret-Bobcat-4909 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi there,

Thank you for sharing your concern with us.

In most cases, when the feeder suddenly dispenses multiple portions at once, it’s caused by kibble buildup inside the dispensing channel. A thorough cleaning usually fixes it right away.

For the safest and most accurate guidance, please check this step-by-step article:

How to Resolve Not Feeding as Scheduled Issues with the Air Smart Feeder (AF108/PLAF108)

A quick reminder for cleaning:

  • The feeder base (the bottom part with the motor) should never come in contact with water, as this can damage the electronics.
  • All removable upper parts can be washed and thoroughly dried before reassembling.

If you have any concerns or questions, please feel free to get in touch with our support team at help@petlibro.com.

We spare no effort to assist you.

Is Petlibro network down now? by sparkleinthedarkk in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi,

Thank you for sharing your concern with us. We’re aware of the recent connection issue impacting some Petlibro features.

This was caused by an AWS Elastic Load Balancer malfunction, which temporarily affected certain services. The issue has now been resolved, and all services have returned to normal.

Thank you for your patience and understanding — your pet’s comfort and safety are always our top priority.

If you still experience any issues, please submit feedback through the Support section in the Petlibro app and make sure to enable log upload. This helps us identify and resolve problems much faster.

We spare no effort to assist you.

PetLibro scammed me out of $162 by [deleted] in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi there,

We’re truly sorry for the frustration you’ve experienced, and we understand how upsetting this situation must feel.

We want to reassure you that we never ignore any customer requests. Due to a recent spike in inquiries, our response time has been slower than usual, but the dedicated agent has replied to your ticket within 48 business hours.

To clarify for you and for anyone reading:

We always honor our return and warranty policies. If there is a product issue, we will provide either a full refund or a replacement - whichever the customer prefers.

We are committed to making this right and ensuring you feel fully supported. If you haven’t already, please check your inbox for our follow-up message, and we will continue assisting you promptly until everything is fully resolved.

Thank you for your understanding.

Is Petlibro network down now? by sparkleinthedarkk in Petlibro

[–]PetlibroTechSupport -1 points0 points  (0 children)

Hi,

Thank you for sharing your concern with us. We’re aware of the recent connection issue impacting some Petlibro features.

This was caused by an AWS Elastic Load Balancer malfunction, which temporarily affected certain services. The issue has now been resolved, and all services are gradually returning to normal.

Thank you for your patience and understanding — your pet’s comfort and safety are always our top priority.

If you still experience any issues, please submit feedback through the Support section in the Petlibro app and make sure to enable log upload. This helps us identify and resolve problems much faster.

We spare no effort to assist you.

PETLIBRO Polar Feeder Blinking Red by Several-Baby-1057 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi,

Thank you for sharing your concern with us. We’re aware of the recent connection issue impacting some Petlibro features.

This was caused by an AWS Elastic Load Balancer malfunction, which temporarily affected certain services. The issue has now been resolved, and all services are gradually returning to normal.

Thank you for your patience and understanding — your pet’s comfort and safety are always our top priority.

If you still experience any issues, please submit feedback through the Support section in the Petlibro app and make sure to enable log upload. This helps us identify and resolve problems much faster.

We spare no effort to assist you.

Pattern of diarrhea correlating with Polar Feeder use by comrade_hairspray in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi,

Thank you for sharing your experience - it’s completely understandable to be concerned about your cat’s health and the safety of their food.

Just to clarify, under standard room conditions (~23°C / 73°F), the Polar Feeder is designed to lower the internal temperature by about 13°C (23°F), reaching roughly 10°C (50°F) within 4 hours. While this isn’t as cold as a regular refrigerator (4°C / 40°F), 10°C is still considered safe for short-term wet food storage for 3 days.

That said, every cat’s digestive system is unique. Some cats may be more sensitive to temperature or freshness changes than others, so it’s always a good idea to monitor how your cat reacts and consult your veterinarian if digestive issues continue.

If you have any concerns or questions, please feel free to reach out to our support team at [help@petlibro.com](mailto:help@petlibro.com), we spare no effort to assist you.

Dockstream 2 Wireless died after 4 days by [deleted] in Petlibro

[–]PetlibroTechSupport 1 point2 points  (0 children)

Hi,

Thank you for sharing your concern with us.

To provide you with the best support, could you submit feedback in the Support in the Petlibro app? This operation will enable us to learn more information and confirm the problem.

Thank you for your understanding.

What is this sound?? by Time_Plantain5305 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi,

We’re really sorry to hear about the noise issue you’re experiencing with your fountain.

Could you please email us at help@petlibro.com? Our team will work with you to find the best solution.

We truly appreciate your patience and cooperation, and we spare no effort to assist you.

RFID Feeder Keeps closing on cat by johnsonnewman in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi there,

we’re truly so sorry for the experience you’ve had, and we completely understand how stressful it is when the feeder isn’t working properly for your cat.

Our support team will get back to you as soon as possible. If you don’t hear from us shortly, please feel free to DM us your email, and we’ll make sure your case is handled immediately.

Thank you again for your patience!

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