Question 1

My Device is Offline

Accepted Answer

My Device is Offline

Use this guide if your device shows as Offline in the app or dashboard. Follow only the branch that applies to your device; steps already attempted for this issue count. If you changed your router, network name or password, use Reconnecting your OnlyCat to Wi-Fi to enter the new network details.

Step 1: Is the device still working?

Check whether the device is detecting transits or if the display is on.

❌ No Go to Power Checks (Step 2)

✅ Yes Skip to Wi-Fi Checks (Step 3)

Power Checks

Step 2: Check the red LED underneath the device

Is the red LED ON?

❌ No – Power issue likely

Try the following: If an adaptor appears faulty, contact Support to confirm whether a warranty replacement can be arranged. Once power is restored, continue to Wi-Fi Checks.

Make sure the USB-C cable is fully plugged in at both ends
Try a different USB-C PD power adaptor
Check the USB-C cable for visible damage

✅ Yes – The red LED is lit A lit LED does not prove that every part of the power system is healthy. If the device is otherwise operating, proceed to Wi-Fi Checks. If the display and transit detection remain unavailable, tell Support what you observed rather than treating the LED as proof the device is working.

Wi-Fi Checks

Step 3: Check Wi-Fi signal

Use a phone at the device location to confirm

Question 2

What is the best way to route the power cable?

Accepted Answer

![](https://storage.crisp.chat/users/helpdesk/website/-/9/d/9/a/9d9a00682326c00/wiring_1gmiaq8.jpg =1360xauto) There’s no single “right” way to route your OnlyCat power cable—just the way that works best for you.

Keeping the cable neat and out of the way is important for both safety and appearance, especially with pets at home. Depending on your time, budget, and style, you can choose an approach that’s simple, subtle, or seamless.

Cable management accessories are widely available at most hardware stores. The examples below are some of the most common ways our customers have arranged theirs—but any suitable alternative will work, so feel free to adapt the setup to your space.

| Approach 1: Quick & Tidy (visible cable) ★

Tidy cables. Fast. Simple. Low cost.

No tools needed:

Adhesive clips — Adhere along walls or skirting boards. ![](https://storage.crisp.chat/users/helpdesk/website/-/9/d/9/a/9d9a00682326c00/image_1raapzt.png =114xauto)

Minimal tools:

Hammered-in clips — Adhere along walls or skirting boards. Only a hammer required. ![](https://storage.crisp.chat/users/helpdesk/website/-/9/d/9/a/9d9a00682326c00/image_1rl9kxo.png =103xauto) Tips for a neat finish:
Keep cable runs straight.
Clip at regular intervals.

|| Approach 2: Clean and Minimal (concealed cable) ★★

Cable-free look concealed by discrete cable housing.

Adhesive or screw-fixed trunking — slim channels that blend with walls, doors, and skirting boards.

Question 3

Reconnecting your OnlyCat to Wi-Fi

Accepted Answer

When to use this guide

Use this guide after changing your router, Wi-Fi network name or Wi-Fi password, or when you need to reconnect OnlyCat to a different network. If the network details have not changed and the app simply shows Offline, start with My Device is Offline instead.

Reconnect using Wi-Fi Setup

This can be done with ease by putting the device back in Wi-Fi Setup mode using the button located next to the USB input on the bottom of the device.

Press the button (circled) once to bring up the Setup Menu
Press the button again twice to make the selector move down to Wi-Fi Setup.
Press and hold the same button to select.

Once in the Wi-Fi Setup menu, you can enter your new Wi-Fi settings by following these steps as if you were adding a new device:

Open the OnlyCat app, and navigate to the Devices tab
Press the + button, as if you were adding a new device
Scan the QR code showing on your OnlyCat device
Follow the steps to enter your ne

Question 4

My cats aren't microchipped - can I still use OnlyCat?

Accepted Answer

Yes, you can still use OnlyCat even if your cats aren’t microchipped.

Here’s how it works:

Microchip Access OnlyCat can read standard pet microchips (as implanted by vets) or optional collar tags to selectively control which cats can enter.
No Microchip Required for Contraband Detection The Contraband Detection feature works independently of microchip access. This means your cats don’t need to wear a collar or have a microchip for OnlyCat to detect and block prey from being brought inside.

So while microchips or collar tags are useful if you want selective access by pet, they’re not required to benefit from prey detection.

Question 5

Cat Entry or Exit Not Working as Expected

Accepted Answer

Share event links for review

To share an event, open it in the app and click Share Event Link. Paste the link(s) here in your existing support conversation so all correspondence stays together. Please share event links rather than screenshots of the events. If you cannot share an event link, tell Support so we can continue with that limitation recorded.

Start here: share the events with Support

If entry, exit or locking behaves unexpectedly, please collect events that demonstrate the behaviour, your device ID, the active policy (shown with a blue background), and what you expected versus what happened. Contact Support for an operator review. You do not need to complete the reference procedures below first. For missed or late microchip reads, send the relevant events and device ID to Support. FDX-A is now supported. The padlock icon shows the current padlock status. Transit Approved means no prey was identified and access was allowed; it does not by itself explain every policy or mechanical condition. The existing scenario notes below are retained as reference for a Support-led investigation. Only attempt physical adjustments, added weights, lubrication, power-adaptor substitution or component repairs when an operator directs you. Support reviews the evidence before confirming a mechanical diagnosis or arranging a replacement or return.

Cat Entry/Exit Issues – Troubleshooting Guide

Use this guide if your cat enters or fails to enter the door as expected. Read the

Question 6

I have a Door Policy in place, but the app says "Transit Approved"

Accepted Answer

In short, the “Transit Approved” wording overlaid on the image relates specifically to prey detection. This wording was chosen before we had the Door Policies feature in place.

For now, you can have a look in the top right corner, the padlock symbolises whether the cat flap is actually locked or unlocked. In a future update we'll make the wording more accurately reflect what decision has been made based on curfews and microchip controls.

Understanding the current indicators

Transit Approved: prey detection identified no prey and allowed access. It describes the prey-detection decision, not proof that the cat physically passed through.
Padlock icon: shows the current status of the padlock.
Ready: the device is functioning and waiting for transits.
Blue policy background: identifies the device’s active policy.

Unexpected entry, exit or locking

Please send relevant events showing the behaviour, and explain what you expected and what happened, including entry versus exit. Our support team can review these with you. Include steps already attempted; there is no need to repeat them. The earlier reference above to a future wording update is not a release-date commitment. Use the current indicator meanings in this section.

Check the active policy and rule order

See Understanding your active door policy and rule order for the blue active-policy marker

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