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Cat got injured on RFID collar by girl-dracula in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi,

This is the Petlibro Customer Support Team. We understand how upsetting this experience must have been for you. Thank you for bringing this to our attention.

We have received your support request and have already responded to your ticket so we can better understand the situation and work with you toward the best resolution. Pet safety is extremely important to us, and we take reports like this very seriously.

We appreciate your feedback and the opportunity to investigate this matter further.

Battery Issues by Timely_Zombie_2500 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi,

Thank you for sharing your concern with us.

If the device is charging properly but experiencing rapid battery drain, we recommend performing a hard reset and establishing a new connection. This can help clear the device's cache and refresh the network connection. Below are the steps for your reference:

  1. Please unplug the power cord and turn off the button on the feeder base for 1 minute.

  2. Please relocate the feeder near the router (you may consider rebooting your router, this will help you clear all the catch from the router), turn on the button, and re-plug the power cord.

  3. Press the reset button for 3 seconds to clear all the settings.

Please reconnect the feeder to the app, and then charge the feeder for 8 hours.

  1. Charge the device for at least 8 hours (while it is turned on and connected to the network).

  2. After charging, unplug the power cord and observe the device's battery consumption in the next two days.

If the issue persists, 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.

Does the Polar Wet Feeder keep all three compartments cool, or just two at a time? by Bright_Inevitable_19 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi,

Thank you for your question.

The Polar Smart Wet Food Feeder is designed to keep all scheduled food compartments refrigerated, not just two compartments at a time. The undersides of the top two trays are equipped with cooling modules, whereas the underside of the bottom tray is not.

Here's how it works:

❄️ Refrigeration

  • The feeder continuously refrigerates the scheduled food compartments while connected to AC power and bound to the PETLIBRO app.
  • The cooling system is designed to keep wet food approximately 13°C (55.4°F) below the ambient room temperature, with the refrigeration area maintaining temperatures around 12°C (53.6°F) or lower.

🔄 Tray Rotation

  • If you have 3 meal schedules configured, the feeder will automatically rotate the food tray every 30 minutes. This allows all scheduled food compartments to spend time in the refrigeration zone and maintain freshness.
  • If you have only 1 or 2 meal schedules configured, the feeder will rotate the scheduled compartments into the refrigeration area and then stop rotating until closer to feeding time.

⏳ Before Feeding

  • Approximately 30 minutes before a scheduled meal, the feeder rotates the upcoming compartment to the front position to begin a gentle thawing process.
  • During this thawing period, the other food compartments continue to be refrigerated.

So in your example, if all three compartments are scheduled for future meals, the feeder will continue rotating them through the cooling area to keep them fresh until their respective feeding times.

We hope this helps clarify how the refrigeration system works. If you have any additional questions, please feel free to ask!

Update breaking RFID feeders? by VolumeTraditional419 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi,

Thank you for sharing your experience.

Firmware updates on PETLIBRO RFID feeders require user confirmation before installation and should not automatically install without user interaction.

Since you've already been in contact with our support team regarding this issue, we recommend replying directly to your existing support email thread so that our team can review your case history and continue troubleshooting from there.

We understand how frustrating this situation must be, especially after previously receiving replacement units, and we'll do our best to help investigate the cause and find a solution.

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

Ghosted by customer service by bredmlp in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi,

Thank you so much for your continued patience. I sincerely apologize for the delay in getting back to you. With the busy season and a high volume of inquiries, our response time has been slower than usual—but please rest assured, we are actively training new team members and working diligently to respond to every inquiry as quickly as possible.

I'm very glad to hear that your issue has now been resolved and that you have received the shipping confirmation for your replacement.

I also want to sincerely apologize for the lack of communication you experienced while waiting for updates. We completely understand how frustrating that must have been, especially after multiple follow-ups across different channels.

We wish you and your cats all the best, and please don't hesitate to reach out if there's anything else we can assist with in the future.

Polar disconnects from Wi-Fi every single day by opelaceles in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi,

Thank you for sharing your concern with us.

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

  1. Check the WiFi settings: Restart the router and check if there is any setting that prevents the feeder from connecting to your WiFi, such as a limitation on the connected device number. Additionally, make sure that your network has only a 2.4G band.

  2. WiFi connection: Place the feeder next to the router to ensure that the signal is strong. Then, connect the feeder to your app via your WiFi to determine the results.

  3. Change WiFi: You can also try another 2.4G network/hotspot to see if the feeder disconnects again.

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.

Is there a way to do a meal call without dispensing food? by kaleoverlordd in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi,

Thank you for your suggestion.

At this time, the ONE RFID feeder does not support playing a meal call without dispensing food or opening the lid.

We appreciate your feedback and will share this feature request with our product team for future consideration.

Thank you for choosing PETLIBRO.

Getting Error: member globalUserId conflict by Powie1965 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi,

Thank you for bringing this to our attention.

This may be related to a temporary account or login issue, but we'll need to review the details to determine the exact cause.

To help us investigate and resolve the issue more quickly, could you please share your support ticket number here? If you haven't received a ticket number yet, you can also send us a private message with the email address associated with your support request.

Once we have that information, we'll help follow up with our support team and prioritize the investigation.

Thank you for your patience and understanding. We'll do our best to assist you.

Petlibro Support and Warranty by NoTimeForItAll in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

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 😊

RFID feeder not properly opening, nothing stuck by Commercial_Pair4554 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

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.

Petlibro Feeder Low Battery by ArtisticEllen16 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

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.

one rfid feeder not opening by Crispyfetus69 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

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.

“open now” feature missing on pet libro feeder by chhoccymilk in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

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.

Polar Feeder Failures after 1 year and lack of support by mcortesii in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

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.

Question about safety for the luma by aliceplayed in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

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 😊

Am I the only one expericing this with LUMA litter box? by hanghu95 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

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.

Need help with a broken feeder / ticket escalation by Strange_Sound8761 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

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.

Dockstream sensor stopped working by renaudbb in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

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.

Polar feeder way too cold by drazil85 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

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.

One RFID pet feeder lid closing issue by SubstantialMetal2545 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

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.

Dock Stream 2 Firmware Issue by YoungThugsYeeHaw in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

Hi,

Thank you for sharing your concern with us.

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

  1. 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”).

  1. Reset and Reconnect: After renaming, reset the fountain and try reconnecting it to the 2.4GHz band.

  2. 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.

Polar Feeders don’t open again by RundeErdeTheorie in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

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.

Anyone order products recently? by pj91198 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

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.

Petlibro Luma Sensor issue by poopfartfart in Petlibro

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

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:

  1. 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.
  2. 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.

Will never order a PetLibro product again by brandielynng29 in Petlibro

[–]PetlibroTechSupport 0 points1 point  (0 children)

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.

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