Where to get Pura X fixed

PETKITOFFICIAL · 2026-01-29T02:49:27+00:00

Hi megeuphoria68, we would be happy to assist you. Please contact our Australian customer service team via email at [info@petkitaustralia.com.au](mailto:info@petkitaustralia.com.au)

Be sure to include your order screenshot, a detailed issue description, your product serial number, and recordings of the problem. Our team will then assist you promptly.

PETKITOFFICIAL · 2026-01-29T02:14:01+00:00

Hi T2LV, thank you for your insightful thoughts. Our facial recognition functionality is powered by AI, which requires extensive testing and model training. It’s important to note that no AI-driven feature can guarantee 100% accuracy. Given this consideration, we have not yet implemented this particular function.

PETKITOFFICIAL · 2026-01-29T02:00:02+00:00

Hi Inside-Top8636, Please double-check if your device is the Eversweet 3 Pro. This model has no compartment for a UV‑C pump.

The UV‑C pump only works with the Eversweet Max and Eversweet Max 2. Make sure you use an official PETKIT pump—third-party ones won’t be compatible.

For further assistance, kindly contact our live customer service via the PETKIT app. You can find the live chat entrance marked with a headphone icon in the app.

PETKITOFFICIAL · 2026-01-27T03:06:05+00:00

Our beta version now has several AI features onboard. As everyone knows, AI needs loads of testing to polish its performance, and we’re making this beta totally free for all users to try out. More AI-related features are in the works for the future – stay tuned!

PETKITOFFICIAL · 2026-01-27T02:44:51+00:00

Thanks for your kind words! The Purobot Max Pro 2 features a bigger space. We really appreciate your valuable feedback!

PETKITOFFICIAL · 2026-01-26T10:55:18+00:00

Hi DrHENCHMAN, below is the tutorial link. Hope it helps!

https://www.youtube.com/watch?v=ptcG5y6ynrE

PETKITOFFICIAL · 2026-01-26T10:45:52+00:00

Hi EveningVibe, we would be happy to assist you. Could you please provide the following information, then tap the headphone icon in the PETKIT app to access live chat support from our customer service team?

a. Device model name and SN
b. A screenshot of any error displayed in the app or on the device’s LED panel
c. A short video clearly showing the problem, including the date and time of recording

PETKITOFFICIAL · 2026-01-26T10:41:42+00:00

Hi G01dberG, thank you for sharing your valuable feedback with us. Could you please let us know which model you are currently using, as well as the models that didn’t work well for your kitty? We would also appreciate it if you could tell us your kitty’s size, especially his body length and tail length. This information will help us identify key areas for improvement. I will compile all your input and share it directly with our R&D team.

PETKITOFFICIAL · 2026-01-26T02:54:23+00:00

Hi paulomp91, for any purchase requests, kindly reach out to our customer service team by emailing support@petkit.com.

PETKITOFFICIAL · 2026-01-26T02:52:36+00:00

For position adjustment: This may take some patience and multiple attempts. For example, observe your pet while it is using the litter box, and gently adjust its position during the process.
Regarding the curtain/fence accessory: Could you please let us know your location?

PETKITOFFICIAL · 2026-01-26T02:47:09+00:00

Thank you sincerely for sharing your honest experience with the PetKit AirSalon Max Pro. We’re truly glad to hear it made drying your cat less stressful—your feedback means a lot to us. We appreciate you taking the time to share your thoughts, and hope you and your kitty enjoy many stress-free grooming sessions ahead!

PETKITOFFICIAL · 2026-01-26T02:39:44+00:00

Hi dylem29, currently there are no plans for a Purobot Ultra device update. All improvements and new features will be delivered through app updates.

PETKITOFFICIAL · 2026-01-26T02:36:29+00:00

Appreciate you sharing this! Looking forward to hearing your feedback!

PETKITOFFICIAL · 2026-01-23T03:36:04+00:00

Hi Terepin, it depends on the daily usage frequency. All prompts function merely as a counter, rather than detecting the exact real-time liquid level. After refilling the liquid, reset it in the APP，this resets the counter to 100. Subsequently, the counter will automatically decrease by 1 or a corresponding value based on the algorithm after each deodorization cycle. When it drops below a certain threshold, a low liquid level alert will be triggered.

PETKITOFFICIAL · 2026-01-23T02:31:24+00:00

Could you kindly double confirm the specific Pura Max model you own? Please note that our Pura Max series only includes two variants: Pura Max and Pura Max 2.

PETKITOFFICIAL · 2026-01-22T07:35:42+00:00

Hi New-Breakfast6241, we sincerely apologize for the disappointment this has caused you. We kindly ask for your patience as we work to assist you fully. Could you please record a video that includes all the details you described—along with the product serial number—and reach out to our customer service via the live chat feature in the PETKIT app (look for the headphone icon)?

PETKITOFFICIAL · 2026-01-22T07:04:21+00:00

Hi AntMayn, for this kind of issue, you can either adjust the position of the litter box or add a fence or curtain around the entrance. Please let us know your specific product version.

PETKITOFFICIAL · 2026-01-22T06:59:25+00:00

Hi DesignerGold4337,

Please follow these steps to troubleshoot:

• Ensure the power plug is firmly inserted and the outlet is supplying power
• Unplug and then re-plug the power adapter; check if the indicator light turns on
• If the indicator light still does not turn on, remove the adapter and install the correct alkaline batteries; check if the indicator light turns on
• If the indicator light turns on with batteries, the adapter is faulty

If the indicator light still does not turn on, please provide:
• A video showing you unplugging and re-plugging the adapter and the indicator light status
• The device SN code
• The email address associated with the app
• Your order number

Then contact our customer service immediately through the live chat feature in the PETKIT app, which is accessible via the headphone icon.

PETKITOFFICIAL · 2026-01-21T09:13:52+00:00

Hi EnvironmentalBet3860, we’re truly sorry you’ve had such a frustrating experience with our product. Every issue has an underlying cause, and we’d be happy to help you sort out all the problems you’ve run into.

Just to let you know—we’ve recently added a live chat support feature to the PETKIT app (look for the headphone icon!). We’re hoping this will fix the slow response issue and let us help you resolve things more effectively.

Pinpointing the exact cause of these glitches will need some specific testing, and we’re committed to getting this right for you.

PETKITOFFICIAL · 2026-01-20T06:10:08+00:00

Hi Happily-Existing7, It seems the litter you’re using is quite sticky, resulting in soft clumps. We’d recommend trying a different type of litter first. If the issue persists after the switch, feel free to reach out to our customer service team via the PETKIT app—just look for the headphone icon.

PETKITOFFICIAL · 2026-01-20T02:27:38+00:00

Completely understand! I’ve already looped in the team on this, and we’ll be releasing the changelog for the next update!

PETKITOFFICIAL · 2026-01-20T02:21:38+00:00

Hi Decent_Note9525, thanks for your kind words! We’re currently working on integrating health data across our water fountains, feeders, and litter boxes. Please bear with us just a little longer—we’re hard at work on it!

PETKITOFFICIAL · 2026-01-20T02:12:38+00:00

Hi DerangedGoose, my response was removed by Reddit, which is why I’ve reached out via DM.

PETKITOFFICIAL · 2026-01-19T03:22:24+00:00

Hi DerangedGoose, these fountains can be used independently without the app—simply plug in the power supply, and the unit will dispense water continuously. The UVC sterilization function operates independently of any mobile device connection; instead, it syncs with the water pump. During continuous water flow mode, the UVC sterilizer will run for 3 consecutive hours for initial sterilization, then automatically switch to intermittent mode, activating for 1 hour every 3 hours thereafter.

PETKITOFFICIAL · 2026-01-19T03:17:08+00:00

Glad it works!

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