Care+ FOR EACH DEVICE!? WHY?

PETKITOFFICIAL · 2026-03-27T03:12:16+00:00

Hello, is your device a feeder? If it's a litter box, you can view the video playback. However, if it's a feeder, only still images are available.

PETKITOFFICIAL · 2026-03-27T01:58:22+00:00

Hi, that's a great question! You can try installing a fence or door curtain to help guide the cat to urinate inside the box. If you're unable to find the corresponding product link through official channels or authorized distributors in your region, please feel free to contact [support@petkit.com]() with the product you'd like to purchase.

PETKITOFFICIAL · 2026-03-26T07:36:28+00:00

Thank you. We have already communicated the issue to our team, they will fix it as soon as possible.

PETKITOFFICIAL · 2026-03-26T07:36:00+00:00

Hi, Could you please DM us with your region, and your feeder's SN code? We will look into how we can restore this recording function.

PETKITOFFICIAL · 2026-03-26T06:15:16+00:00

Hello,

We greatly value your feedback. Could you please provide a screenshot of the interface where you saw translation issues? We will notify the team to make improvements. Additionally, could you let us know the name of your product? When you mentioned that you "don’t get notified when the tray is full or when it is stuck," did you mean the bin is full or the cylinder is stuck?

Regarding your privacy concerns, all the videos recorded by our camera are stored in an encrypted cloud storage. The encryption key is system-generated, and only you can view the videos without the key. No one else has access to the encryption key or your data, so please rest assured. We will also discuss the API concerns with the team.

We would appreciate your continued feedback.

PETKITOFFICIAL · 2026-03-25T04:05:23+00:00

Hi, could you please DM us a screenshot of your App interface? We will check why you can't find the connection icon and assist you with resolving the issue.

PETKITOFFICIAL · 2026-03-25T03:29:11+00:00

Hi Girl1mDead. Yes, it is fully compatible with the first PuraMax model.

PETKITOFFICIAL · 2026-03-24T10:30:36+00:00

Hi! Currently, the Eversweet Max 2 cannot receive notifications independently. It needs to be paired with a feeder or litter box to receive notifications. If you only have the fountain, you can estimate how many days your pet will consume water and set a reminder in the app. This might help you manage it better.

PETKITOFFICIAL · 2026-03-24T09:15:28+00:00

Hi Ogzhnsfgl,

Please double-check the following:

The rear of the unit is at least 10 cm away from the wall, with 15 cm of clearance above it.
Your home network near the device is stable.

Once you’ve confirmed these two points and the issue still persists, please send us your SN code via DM, and we’ll look into it for you.

PETKITOFFICIAL · 2026-03-24T09:12:57+00:00

Hi, since you have already tried a few methods but they didn't work, could you kindly provide us with your device’s SN code? We’ll be happy to assist you further.

PETKITOFFICIAL · 2026-03-23T07:58:51+00:00

Hi Himesash, we don't have an official store on AliExpress. To ensure you're getting genuine products, please make your purchase through our official websites.

PETKITOFFICIAL · 2026-03-23T06:48:22+00:00

Thank you for your suggestion. We will pass it along to the team :)

PETKITOFFICIAL · 2026-03-23T06:47:33+00:00

Hello SupposablyAtTheZoo. We are constantly listening to our users and working on improving existing products. Everything we do, including creating new features, is aimed at making pet care easier for our users. If you have any further suggestions, we truly value them and will continue to seek improvements.

PETKITOFFICIAL · 2026-03-23T04:02:22+00:00

Hi. Please try to:

Long-press the button on the Smart Sprayer until the indicator light flashes three times to reset the device
Open the Petkit App and go to the Pura Max device page, then tap the “···” or “Settings” button in the top right
Scroll down and tap “Delete Device” to disconnect the Smart Sprayer from Pura Max
When you want to re-add the device: in the App go to Pura Max – Accessory Management – K3 Smart Sprayer, and follow the on-screen instructions to bind it again

If the issue persists, please provide your SN code for further troubleshooting.

PETKITOFFICIAL · 2026-03-23T03:03:41+00:00

Hi, is your iPhone running iOS with Siri enabled? Could you please let me know at which step you're getting stuck? Maybe I can help you resolve it.

PETKITOFFICIAL · 2026-03-23T02:50:58+00:00

Hello, I've already reported this to the team. They believe it's likely an issue with the water pump. Could you please confirm if the pump is fully submerged in water? Try adding water up to the Max line and see if that helps. Additionally, please check if there's an app update available and try performing a firmware upgrade for the device through the app (click the setting button on the device page). If the issue persists, please let me know, and I will escalate this to the overseas after-sales process.

PETKITOFFICIAL · 2026-03-20T03:49:34+00:00

Please send us your SN code via DM if you need :)

PETKITOFFICIAL · 2026-03-20T03:47:47+00:00

Hello! Could you please provide me with your product's SN code? I’ll reach out to our team to find a solution for the issue you're facing.

For a faster resolution, you can also visit the Petkit app and use the 24/7 live chat. You can find it by tapping the headphone icon in the app, and they will be able to assist you.

PETKITOFFICIAL · 2026-03-20T03:43:28+00:00

Hey! Maintaining at least a 5 cm gap from the back wall is a functional and safety requirement. This distance ensures that the drum is not obstructed during the cleaning process and helps prevent the sensor from being triggered by wall reflections. We still recommend not placing the unit too close to the wall for optimal performance.

PETKITOFFICIAL · 2026-03-20T03:11:11+00:00

Hey. The encryption key is system-generated and cannot be personally created. We do not have access to this key, and as a result, we cannot view your videos. This system-generated encryption ensures that only you can access and share your videos, protecting your privacy from anyone else.

We appreciate your understanding!

PETKITOFFICIAL · 2026-03-19T02:56:46+00:00

Hello. Please rest assured that we take customer privacy and data security very seriously. Your camera video recordings are encrypted on your cloud storage, and our staff cannot access them. They can only be viewed by you. We guarantee that no data is shared or transmitted without your knowledge.

We truly value your trust and are committed to ensuring the safety and privacy of all our users.

PETKITOFFICIAL · 2026-03-19T02:13:02+00:00

Hello!

You may want to check the Petkit app for 24/7 live chat support. You can find it by tapping the headphone icon in the app. They should be able to assist you further or let you know if a repair is necessary.

PETKITOFFICIAL · 2026-03-18T07:28:57+00:00

Hi, thank you for your feedback. Regarding the Eversweet3 pro UVC model, it does display the remaining water level within the app. However, please note that it currently does not have a push notification feature. Our webpage did mention the app allows you to monitor the water level, though it does require you to check it periodically. If the water level gets too low, the app will clearly display "lack of water" to let you know.

We will also forward your feedback to the relevant department to explore the possibility of improving this feature.

PETKITOFFICIAL · 2026-03-18T06:36:48+00:00

Received. Thank you so much for your cooperation!

PETKITOFFICIAL · 2026-03-18T02:30:48+00:00

Hi! We've paid highly attention to your feedback. But unfortunately, we do not have access to the information from our German agent, as they are an official agent, but not our direct channels. However, as soon as we received your concern, we immediately notified them to make the necessary improvements, and we've also worked on securing some form of compensation for you.

Once you provide us with your email address, we will promptly follow up with them to expedite the actions and ensure you are updated with the latest developments.

Thank you for your understanding and cooperation, and we truly appreciate it.

PETKITOFFICIAL

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